SUPRAFAXMODEM IMPORTANT INFORMATION On-Line Version Last Revised: April 12, 1993 Supra Corporation - World Headquarters 7101 Supra Drive SW, Albany, OR 97321 General: (503) 967-2400 Fax: (503) 967-2401 Sales: 7:00am - 5:00pm PST, M-F (503) 967-2410 (800) 727-8772 Supra Tech Support: 8:00am - 4:30pm PST, M-F (503) 967-2440 GENERAL (503) 967-2490 IBM DOS & Other Products (503) 967-2491 IBM WINDOWs (503) 967-2492 MAC (503) 967-2493 AMIGA Supra BBS........(503) 967-2444 8 lines 24 Hours v.32bis v.42bis LAPM 2-5 CompuServe.......76004,565 BIX..............SupraCorp America Online...SupraCorp2 GEnie............SupraTech AppleLink........D2456 UseNet EMail.....supratech@supra.com ------------------------- (Article Begins Here) ------------------------- SUPRAFAXMODEM IMPORTANT INFORMATION Introduction Why Do You Need This Manual? This manual is provided to meet the following needs: - Latest information on high-speed telecommunications.The introduction of the SupraFAXModem V.32bis in early 1992 made high-speed modem technology affordable for the first time. This brought about the first wide-spread use of the technology and presented some new telecommunications challenges. Because they were designed without anticipating this relatively new level of performance, some software and computers have problems communicating properly with high-speed modems. This manual can help you avoid these problems; please read it carefully. - Addendum to other SupraFAXModem manuals. This manual also serves as an addendum to the other manuals included with your modem, especially the SupraFAXModem Reference Manual. Terms & Concepts In this manual, "SupraFAXModem" refers to several different modems, including at least the following: SupraFAXModem V.32bis (internal and external models), SupraFAXModem V.32, SupraFAXModem 144PB, and SupraFAXModem 144PB Plus. If you are unfamiliar with other terms or concepts discussed in this manual, please refer to the SupraFAXModem Reference Manual for more information. Other helpful resources are listed in the "Resources" section. What ROM Version Do You Have? The SupraFAXModem's "ROM" is a set of computer chips that contain the low- level computer instructions that make the modem function. SupraFAXModem ROM chips include standard modem capabilities provided by the ROM manufacturer. The ROM chips also include various enhancements that we add to Supra modems, enhancements that are not available on other modems using the same basic ROM chips. Parts of this manual refer to the version number of the SupraFAXModem ROM chips. If you need to know what ROM version you have, open your telecommunications software to terminal mode, and type the following command. [CR] represents a carriage return. AT I3 [CR] {Note: This command is the letter "I" followed by the number "3." It is NOT the number "13."} The modem will respond by displaying the ROM version number and related information. For example, if your modem has 1.200-H ROMs, when you issue the I3 command you will see something like this: V1.200-H TR14-Jxxx-001 053 For more information on issuing commands, refer to Chapter 1 of the SupraFAXModem Reference Manual. Resources The following resources provide a wide range of helpful information on telecommunications. - SupraFAXModem Getting Started Manual. In addition to helping you get your modem and software installed, this manual will help you send and receive your first faxes and get online as soon as possible. - Glossary in the SupraFAXModem Reference Manual. Defines terms used frequently in Supra manuals and throughout the world of telecommunications. - Software Compatibility booklet. Provides valuable information on software that can be used with your modem. The latest version is always on the Supra BBS. - Software manuals. Provide detailed information on the software you will use to perform telecommunications tasks. - "Solving Problems" (Chapter 6) in the SupraFAXModem Reference Manual. Explains the most common problems encountered when going online. - Supra BBS. Provides the latest version of this manual and a variety of information that may be helpful. We recommend that you use the BBS as your first source when you need up-to-the-minute information. Instructions for contacting the Supra BBS are [at the beginning] of this manual. - SupraFAXModem Reference Manual. This manual contains a wide range of helpful information. - Telecommunications books. You will find telecommunications books especially helpful if you are very new to telecommunications, or if you are at the other extreme Ä a "techie." You may be able to find these books at computer stores, general bookstores, college bookstores, and libraries. Some of the more popular books include: - Dvorak's Guide to PC Telecommunications, John C. Dvorak and Nick Anis, Osborn McGraw-Hill, Inc., 1992, ISBN #0-07-881551-7 - The Modem Reference, Third Edition, Michael A. Banks, Brady Publishing, 1992, ISBN#1-56686-027-X - The BMUG Guide to Bulletin Boards and Beyond, Bernard Aboba, BMUG Inc., 1992, ISBN #1-879791-03-X (Macintosh only) Compatibility With Other Modems/Older Modems Ä Connection Problems SupraFAXModems have been tested with most major brands of modems, and all of these modems work properly with the protocols SupraFAXModems support. If you cannot make a connection and you suspect the remote modem might be the source of the problem, consider the following: - The remote modem might use a proprietary protocol that we do not support. Some modems with proprietary protocols are US Robotics HST, CompuCom, Telebit, and Hayes V Series. You should be able to communicate with most of these at least at 2400 bps. Some of these modems feature "dual- standard" operation, meaning they support their proprietary standard as well as V.32 or V.32bis. However, if the remote modem's dual-standard feature has not been configured properly, you may not be able to connect at V.32 or V.32bis. - The remote modem might need a firmware upgrade if it was purchased some time ago. Several pioneers in the high-speed modem business have released upgrades to fix compatibility problems with early units. - If the remote modem is a 2400 bps modem that does not support error correction/data compression, it may not allow enough time for the "negotiation" process. Try turning off correction/compression by issuing the \Ní command. For more information \Ní and negotiation, refer to Chapter 2 of the SupraFAXModem Reference Manual. With Software The enclosed Software Compatibility booklet provides information on making the most of your software and SupraFAXModem. For the most up-to-date software information, please call the Supra BBS at the number listed [at the beginning of this message]. With the Industry Standard (Hayes) "AT" Command Set All Supra modems, including SupraFAXModems, are fully compatible with the core, main commands in the industry-standard "AT" command set. Modems supporting this command set are often called "Hayes compatible." After the core, main commands, there is no common command set. Every manufacturer that implements additional features uses manufacturer-specific command sets to implement those features. Even Hayes' own modems do not use all the same commands. In addition, although we don't subscribe to the Hayes claim to a patent for the "Hayes Approved Escape Sequence," SupraFAXModems are approved to use the escape sequence (+++) because we use approved chips. Fax Issues The most important thing you need to know about fax standards (sometimes called protocols) is that the fax modems and machines you connect to must support the standards you use. Your SupraFAXModem supports all of the standards explained in this section. CCITT Protocols and Rates The CCITT protocols (defined by the international CCITT standards committee) are standards that let fax devices (fax modems and fax machines) communicate at specific rates. CCITT V.17 defines communication at various speeds up to a maximum of 14,400 bps communication, CCITT V.29 defines speeds up to 9600 bps, and CCITT V.27ter defines speeds up to 4800 bps. Most fax devices today communicate at 9600 bps, but because of relatively recent technological advances, 14,400 bps fax connections will become much more common in the near future. Group 3 Group 3 is the standard to which most modern fax devices adhere if they are to communicate with a SupraFAXModem. It specifies image resolution, complex data compression, and other features. The vast majority of fax devices in use today support Group 3. Class 1 and 2 Fax Commands Class 1 and 2 are standards that include the commands used by fax software to control a fax modem. Class 1 is the standard that has been used for some time and is most stable. Class 2 is newer, so software designed to use it is less stable. Both Class 1 and 2 commands are invisible to you when you use fax software. Do you need to specify Class 1 or Class 2? The answer is usually no, but it depends on your fax software. Some fax software automatically determines which class to use. For other software, you need to select a pre-defined configuration called "SupraFAXModem" (or something similar) that came with your modem. The predefined configuration will automatically set the modem to the appropriate class. If your software comes with a "SupraFAXModem" configuration, it should be fairly simple to install. If you need help, your fax software manual should be able to help you. Less frequently, some fax software does require you to select either Class 1 or Class 2. If you find that you have problems using one, you may want to try using the other. Fonts Used When Faxing To ensure the best quality fax output, it is very important that you use both screen and printer fonts, and if applicable, also use Adobe Type Manager (ATM)t or TrueTypet . A common mistake is using a font that is built into your printer for which you have a Screen font , but not a Printer font. The type will appear fine on your screen but be faxed in blocky letters because it used the Screen font to create each character. The solution is to use a font with both Printer and Screen fonts or to obtain the printer font you need. Software Authors Available fax software should provide all the fax functions you need. However, if you are an advanced programmer and want to write fax software, you can obtain information about fax commands from the following sources. (This information is provided for software authors, not novices. Most users will not find it helpful.) - The following files, in the Modem file section on the Supra BBS. The BBS number is on the back page of this manual. - CLASS_1.TXT - CLASS_2.TXT - The following publications, available from Global Engineering Documents, 714-261-1455, 2805 McGaw Ave., Irvine, CA 92714. Additional phone numbers: 800-624-3974 in U.S., 800-854-7179 outside U.S. - EIA/TIA-578 (Class 1) - EIA/TIA-592 (Class 2) - CCITT Volume VII, Fascicle VII.3, Recommendations T.0-T.63 - The following Macintosh-specific tool, available from STF Technologies, 816-463-2021, Junction I70 and Highway 23, Concordia, MO 64020: - The STF Developer's Kit Data Communications Issues Serial Port Speed Problems Many computers have not been designed for the high-speed performance requirements of the SupraFAXModem. Most computers work correctly some of the time and there is no set limit at which time you will have problems. The main problem encountered will be data coming into the computer faster than it can accept it, resulting in lost data. Hardware handshaking takes care of some of this, but sometimes the computer is so tied up with another process that it can't even do handshaking. With data coming in at speeds up to 57,600 bps, the computer must be very attentive to the serial port. The rest of this section describes some things to watch for and some possible fixes. For more information on computer rate, connection rate, error correction, and data compression, including definitions of these terms, refer to the SupraFAXModem Reference Manual. Flow Control & Hardware Handshaking Cables on External Modems Hardware Handshaking Cables are ESSENTIAL To communicate at high speeds, it is CRITICAL that you use a cable with "RTS/CTS Hardware Handshaking." With error correction and data compression, the SupraFAXModem can often send information to the computer faster than it can accept it. When this happens, the computer tells the modem to slow down. Similarly, if data is not sent correctly to the SupraFAXModem and needs to be resent, the modem needs to be able to tell the computer to wait. This is called "flow control" or "handshaking" and helps to prevent data from being lost because the computer or modem was busy. Do You Have a Flow Control/Hardware Handshaking Problem? One clue to a flow control-related problem is if you are able to make a connection but nothing else happens, or if you cannot start the download/upload process. If this happens, your modem is probably configured for flow control but your cable or software does not support it. If you suspect your cable may be causing problems, use your software to set your computer rate to 2400 bps, and use the &Fí command to disable error correction and data compression. (Be sure to issue the &Fí and dial using the AT D command from your telecom software's terminal mode. If your software dials automatically, it may re-initialize the modem without your knowledge, causing problems.) If the 2400 bps/&Fí configuration solves the problem, your cable is at fault. If you are using a Macintosh computer and NOT using a SupraFAXModem Macintosh package, it is even more likely that your cable doesn't support hardware handshaking. The most common symptom is the modem connects, but nothing else happens. Hardware handshaking cables are wired differently for different computers. If you think you have a hardware handshaking cable but you still have cable- related problems, your cable may not be wired properly. The Supra BBS contains pin-outs for various hardware handshaking cables. The Supra BBS phone number is on the back page of this manual. If you need assistance, please contact your local computer dealer. Chapters 2 and 9 in the SupraFAXModem Reference Manual provide more information. Should You Use Hardware or Software Flow Control? We recommend that you enable hardware (RTS/CTS) flow control rather than software (XON/XOFF) flow control because the results are generally faster and more reliable. If you are using the Xmodem or Ymodem file transfer protocols, you must use hardware flow control. To enable hardware flow control: 1. Use a hardware handshaking cable. 2. Use your software to turn ON hardware (RTS/CTS) flow control. This should automatically turn OFF software (XON/XOFF) flow control. 3. Issue the &K3 command to turn ON hardware flow control in the modem. (This is the default.) 4. Issue the &W command to save the setting. How to Get a Hardware Handshaking Cable Your local dealer should be able to provide you with a hardware handshaking cable. When you request a new cable, be careful to specify that it needs to support hardware handshaking. Unfortunately, not all retailers understand this issue. If you can't find them elsewhere, the Supra Sales Department has hardware handshaking cables for $19.95. The Sales Department phone number is on the back page of this manual. All cables shipped with SupraFAXModems support hardware handshaking. Faster UART Chip for PC Compatibles used with External Modems Most older and some newer PCs use the 16450 UART chip for serial communications. This chip was not designed for today's high speeds and has a limited memory capacity which simply cannot keep up with faster PCs and transmission speeds. If your existing chip is socketed, you can replace this chip with the 16550 UART (which has a 16-byte buffer more suitable for high- speed transfer). In some cases, it may be easier for you to add a new serial card with a UART to your system. This may solve most lost character situations. To find out which UART chip your system uses, consult your PC manual or download and run the diagnostic program in the IS1655.ZIP file from the PC file area on the Supra BBS. If a 16550 UART is not an option for you and your computer is too slow (indicated by lost data due to the buffer overflowing), use your software to set your computer to a slower rate (such as 19,200 or 9600). For instance, some laptops cannot have a 16550 UART, and may require the computer rate to be set slower than the connection rate. Internal SupraFAXModems come equipped with a SupraSmartt UART with 1K buffer, which eliminates transmission errors and slowed communications possible with a 16450 or 16550 UART. Slow Downloads If you download files from a BBS or online service, you should expect CPS (character per second) rate about 1/10th of your connection rate; i.e. 9600 bps = 960 cps, 14,400 bps = 1440 cps. This is because it takes 10 bits to transmit each character. If you turn on V.42bis compression and download an uncompressed file, the speed may be 2-4 times as fast. However, most files will be already compressed and you will not see this improvement. But even on pre-compressed files, with V.42bis you should always see about an 18% improvement due to efficiencies in the protocol. Now a 9600 bps connection yields about 1000 cps and a 14,400 bps connection yields 1600 cps. However, this is in an ideal situation. In the real world you will find that there are many factors that can slow transfer speeds. Your computer or software may not keep up. Slow disk drives on either end can slow it down. The remote system may have many users on it, slowing it down. (You may find that your best download speeds on many services are late at night when few users are on the service.) And some services are notorious for slow downloads in general. A download of 600 - 800 cps on a CompuServe 9600 bps line is a very normal occurrence. For more information on this topic, refer to Chapter 2 of the SupraFAXModem Reference Manual. Lost Data &/or Receive Errors During Uploads & Downloads If your software protocol (Y-Modem, Kermit, etc.) shows many blocks being resent and Receive Error (RE) is never displayed on the (external) modem, you are probably losing data between the modem and computer Ä not the phone lines. Since the files you are transferring are probably pre-compressed, it will be best to set your computer rate close to the connection rate. We recommend 19,200 bps for most 9600 and 14,400 bps connections. Some people lose data when using Zmodem for file transfers, because data comes to the computer too fast for the computer's serial port to keep up with. To solve this problem: - Use your software to reduce your computer rate (as described in the previous paragraph), OR - Use a different transfer protocol, OR - Use software flow control by performing these steps: 1. Use your software to turn OFF hardware (RTS/CTS) flow control. This should automatically cause your software to turn ON software (XON/XOFF) flow control. 2. Issue the &K4 command to turn ON software flow control in the modem. 3. Issue the &W command to save the setting. Multitasking Multitasking computers allow you to do many different things while other operations take place in the background. Although you don't see them in progress, background operations can be complex and can sometimes demand too much of your computer's attention to allow high-speed communications. High- speed transmissions are more reliable in a single-user situation with as few applications as possible in use. This section lists some specifics which can interfere with high-speed communications, depending on your platform. This is by no means a complete list; call the Supra BBS for current details. Amiga Workbench 2.x allows transmission rates about 100% faster than Workbench 1.3 Ä which limits you to 9600 bps reliably. Background tasks, graphics modes, SCSI interfaces and hard drives all can have an impact on the actual transmission rate. With WB 2.x, you should be able to achieve reliable serial port speeds between 9600 and 19,200 bps Ä depending on CPU model and speed. The SupraTurbo 28 accelelerator also helps alleviate this problem. Macintosh AppleTalk/AppleShare activity (including printing) can lower the transmission rate because this activity has a higher priority than other serial communications. Some inits may also cause problems. PCs & Compatibles Please see the "Faster UART Chip" section earlier in this booklet. TSR (terminate stay-resident) programs can also slow the transmission rate. For throughput over 19,200 bps, your computer should have a 386 or faster processor. Multitasking performance varies: - Windows 3.0 will often have problems at serial port speeds (computer rates) higher than 9600 bps. - Windows 3.1 correctly supports up to 38,400 bps with a 16550 UART. - Windows NT and OS/2 have no problems with multitasking. All Platforms - Displays If you are downloading text that is displayed on your screen as it is received, you may have problems with your computer's display keeping up with the speed of the incoming data. One way to get better performance is to change your display to a lower number of colors, or monochrome, so it is more efficient. All Platforms - Processor Speed Another general rule is the faster processor that your machine has, the better it will be for high-speed transfers. A 68030 or 386/486 machine will probably do better than a 68000 or 80286. Line Noise Problems Line Noise Problems on Fax Calls Line noise is not a common cause of problems during fax calls. If line noise is causing problems during a fax call, your modem will be able to connect, but fax transmissions will be flawed (unreadable faxes, missing sections). If you think you are having fax line noise problems, try getting a clearer connection by redialing. If that doesn't help, wait a while and try redialing again. This should solve the problem, but if necessary, and if your fax software allows it, you can also try using your fax software to set your fax transmission rate lower. Line Noise Problems on Data Calls With data calls, line noise can cause numerous problems. In general, the faster you communicate, the better your phone lines need to be. When you get up to 9600 and 14,400 bps, it is critical that you have clear lines from end to end. Line noise can cause the following problems when trying to make 9600 or 14,400 bps data connections: - No connection. - Connection, but only "garbage" characters appear on screen. - Connection, but no communication. - Connection, then disconnection for no apparent reason. - Connection, but modem speed drops. Any of these problems can occur occassionally with any speed modem. But if you are having these problems frequently, you should consider the information on line noise presented over the next few pages. Where Does the Problem Originate? Noise can be introduced at the remote site, by the phone lines, or at your local site. Before making any changes, try calling a few different remote modems, to see if you have the same line noise problems in each instance. - If you only have problems when calling one location, it is probably a problem on the remote end. - If you have problems occasionally when calling the same location it is probably a long distance connection problem. You may want to call at a different time or try a different long distance company (for example, you could try dialing the 10288 prefix to get an AT&T line). - If you have the same problems with every attempt, the cause is probably on your end. Use the following "Line Noise Checklist" to try to solve the problem. Line Noise Checklist [For text exportability reasons, the accompanying graphic could not be included here. Consult your printed copy of Important Information if you need to view the graphic.] STEP # - ACTION - EXPLANATION/COMMENTS 1. Determine if line noise is likely causing the problems you're having, by reading the earlier section, "Line Noise Problems on Data Calls." 2. Determine where the source of the line noise problem is, as described in the earlier section, "Where Does the Problem Originate?" 3. Make sure your modem is configured properly: a. Use your telecom software to set your computer rate (serial rate) to 19,200 bps. Your telecom software manual provides more information on steps a, b, and c. b. Use your software to turn ON hardware flow control and turn OFF software flow control. c. Put your software in terminal mode. d. From terminal mode, type AT &F1 [CR] (for Macintosh) OR AT &F2 [CR] (for any other computer). Chapter 1 of the SupraFAXModem Reference Manual provides more information. [CR] represents a carriage return. 4. Dial a number to find out if you can connect: a. From your software's terminal mode, type the following. In place of number, type a phone number with which you have had line noise problems. [CR] represents a carriage return. AT D number [CR]. DO NOT USE YOUR SOFTWARE TO CALL THE NUMBER. If you use your software to dial the number, it could change the configuration, causing problems. 5. Decide if you need to continue: a. If step 4 solved the problem, make sure your software configuration matches the settings you made in step 3. b. If you still have problems, proceed to step 6. 6. Try to use V.32bis to connect at a low speed and then shift up: a. Type AT S110=3 [CR]. S110=3 causes your modem to do several things. First, it connects at 4800 bps and negotiates error correction and data compression protocols at 4800 bps. Then if line quality is good, your modem tries each successively higher connection rate (7200, 9600, 12,000, 14,400), stopping at the best possible rate for the present line conditions. b. Repeat Step 4. c. If step 6a solved the problem, use these settings for this number. d. If not, proceed to step 7. 7. There is enough line noise with this number that V.32bis cannot be used reliably. Try to connect using V.32 instead: a. Type AT S110=í [CR]. S110=í disables V.32bis (14,400 bps), causing the modem to use the V.32 (9600 bps) protocol instead. b. Repeat Step 4. c. If step 7a solved the problem, proceed to step 9. d. If not, proceed to step 8. 8. Find out if you can connect using V.32 with Retrain and Rate Renegotiation disabled: a. Type AT S110=í %Eí %Gí [CR]. S110=í disables V.32bis, enables V.32. %Eí disables Retrain. %Gí disables Rate Renegotiation. b. Repeat Step 4. c. If step 8a solved the problem, proceed to step 9. d. If not, proceed to step 10. 9. Find out if you can connect using V.32bis with Retrain and Rate Renegotiation disabled: a. Type: AT &F1 %Eí %Gí [CR] (for Mac) OR AT &F2 %Eí %Gí [CR] (for other computers). %Eí disables Retrain. %Gí disables Rate Renegotiation. b. Repeat Step 4. c. If step 9a solved the problem, use these settings for this number. d. If not, proceed to step 10. &F1 and &F2 load the modem's defaults. 10. Disconnect other devices from the phone line: a. Unplug all other phone devices connected to the phone line on which you are trying to use the modem. Make sure there are no telephones, answering machines, modems, etc. connected to any phone jacks on the telephone line. b. Repeat Step 4. c. If step 10a solved the problem, try to determine which device is causing the problem. Then unplug that device and work through this checklist again, starting at step 3. d. If not, proceed to step 11. 11. Try using the modem at a different location. a. If this corrects the problem, go back to where you have been using the modem and having problems and proceed to the next step. b. Repeat Step 4. c. If step 11a solved the problem, go to step 12. d. If not, the problem may be your modem. Please contact Supra Technical Support. 12. Briefly consider these rare causes: premise wiring, or the need for a second telephone line. The Supra BBS file called [RARENOIS.TXT] also explains these causes. The Supra BBS number is [at the beginning of this online manual]. 13. Contact Supra Technical Support. The [beginning of this message] tells how. Understanding the Line Noise Checklist: Rate Renegotiation Commands & S Registers Initiating Rate Renegotiation (%G) The V.32bis (14,400 bps) specifications state that: - Your modem must be able to shift down or up in speeds (called Rate Renegotiation) when the remote modem initiates the rate change. - Optionally, your modem can initiate a rate change. Because initiating a rate change is optional, some V.32bis modems cannot initiate a rate change. The SupraFAXModem V.32bis CAN initiate a rate change upon changing line conditions. The %G command controls this feature. Basically, %Gí causes your modem NOT to initiate Rate Renegotiation, and %G1 DOES cause your modem to initiate Rate Renegotiation upon changing line conditions. The %G1 command is somewhat complex, and it works slightly differently on V.32 and V.32bis connections. On V.32bis connections, as line conditions change your modem will automatically initiate Rate Renegotiation. On V.32 connections, as line conditions change your modem will automatically initiate Rate Renegotiation after it performs a Retrain. (You can also request an immediate Retrain by issuing the escape code (+++) to enter command mode, and then issuing the AT O1 command.) A Retrain lasts approximately 30 seconds and turns an external SupraFAXModem's RT light on. A Retrain causes both modems to: 1. Change the connection rate to 4800 bps. 2. Analyze the quality of the phone lines and optimize the connection if possible. 3. "Tell" each other which rates they support ("negotiate"). 4. If %G1 (or the other modem's equivalent) has been issued, and line conditions warrant, switch to the next possible rate both modems support, as defined by S109. By comparison, at V.32bis, %G1 causes both modems to perform only step 4, which is a much quicker way to do essentially the same thing. %Gí On V.32bis connections, as line conditions change, your modem will NOT automatically initiate a rate change (Rate Renegotiation). Default with &Fí. %G1 On V.32bis connections, as line conditions change, your modem WILL automatically initiate Rate Renegotiation. On V.32 connections, as line conditions change your modem WILL automatically initiate a Retrain AND Rate Renegotiation, regardless of the %Eí setting (because V.32 connections require a Retrain to change rates). Default with &F1 and &F2. Requesting a Retrain (%E) The %E command is most useful if you want your modem to Retrain (%E1) without Rate Renegotiation (%Gí) when line conditions are bad. %Eí Do not request a Retrain. Default with &Fí, &F1, and &F2. %E1 Monitor line quality and automatically request a Retrain if line conditions are bad. Setting the Rate at Which Negotiations Occur (S109 & S110) Negotiation is the process where your modem and the remote modem determine what type of connection to make. The V.32bis standard negotiates the connection rate at 4800 baud, and then goes to the agreed connection rate to negotiate error correction/data compression. On noisy lines this can cause various connection problems. Supra's solution is to set S register 110 to 3. This causes the modems to connect at the slowest possible connection rate (which is specified in S109). Then the modems can negotiate the error correction/data compression protocols without problems from noisy lines. With S110=3, as long as the line is clean enough, the modems will then upshift to the next possible connection rate. Some modems (including SupraFAXModem V.32 and V.32bis modems with early ROMs) can only upshift a few times during one connection, and then they will lose the connection. The solution to this problem is to change S109 so that the modem does not need to upshift as many times if S110=3. S109 defines a range of speeds that are available on your modem. It is used when negotiating the available speeds for a connection, both when a connection is first established, and during a Retrain. Some modems have S109 or a comparable register. S109 can contain the following bit values: 1 reserved 2 4800 bps 4 7200 bps 8 9600 bps 16 12000 bps 32 14400 bps 64 reserved 128 reserved S110 allows you to select V.32 or V.32bis on the SupraFAXModem V.32bis: í Connect at V.32 only. 1 Enable V.32bis, disable Rate Renegotiation. Default with &Fí. Same as %Gí. 2 Enable V.32bis, enable Rate Renegotiation. Default with &F1 and &F2. Same as %G1. 3 Connect at the slowest possible speed (as defined in S109), and then upshift if line quality is good. This setting only works if the modem is originating (not answering) a call. For more information on S registers, refer to Chapter 4 and Appendix C in the SupraFAXModem Reference Manual. Miscellaneous Changes & Issues Changes to Indicator Lights & Display Messages on External SupraFAXModems The new RT message indicates a Retrain in progress. If the remote modem drops its carrier unexpectedly, your modem checks on the remote modem before hanging up (Retrains) and displays this message during the Retrain. If DTR is set to always on (&Dí), the TR light will always be on. For more information on DTR, refer to the SupraFAXModem Reference Manual. For more information on indicator lights and messages displayed on the front of the external modem, refer to the SupraFAXModem Getting Started Manual. Using &W If you change your modem configuration, you'll use the &W command to save the configuration in your modem's nonvolatile RAM. (Chapter 4 of the SupraFAXModem Reference Manual explains how to do this.) But DO NOT place the &W command in your software initialization string, an often-used script, or anything else that will cause it to be executed frequently. The modem's nonvolatile RAM can be written to (by &W) approximately 100,000 times before it dies. The RAM should easily last for as long as you use your modem. But if your software issues the &W command repeatedly when it is not necessary, your nonvolatile RAM may die prematurely. Instead, when you need to execute &W, do so from your software's terminal mode. For more information on &W, nonvolatile RAM, and terminal mode, refer to Chapters 1 and 4 of the SupraFAXModem Reference Manual. New or Changed Commands For more information on commands, refer to Chapter 1 and Appendix A of the SupraFAXModem Reference Manual. Configuration Reporting (\S) The \S command provided on SupraFAXModems with 1.7 or newer ROMs provides improved reporting of modem configuration settings. To see the new display if you have 1.7 or newer ROMs, issue the \S command from your telecommunications software's terminal mode. Compression (%C) The %C command now disables MNP 5 only; it does NOT disable V.42bis compression. If desired, %Mí can be used to disable V.42bis compression. For more information, refer to the SupraFAXModem Reference Manual. Factory Default Settings (&F) The &F command has been changed to accomodate new features and meet more customers needs: &Fí Now includes %Gí, %Eí, S110=1, &D2, &C1. &F1 Now includes %G1, %Eí, S110=2, &Dí, &C1. &F2 Now includes %G1, %Eí, S110=2, &D2, &C1. For more information on &F, refer to Chapter 2 and Chapter 4 of the SupraFAXModem Reference Manual. Busy Signal Handling (SCn? and SCn=x) Two new "SC" commands and nine new "SC" registers have been added to allow for improved busy signal handling. You may find these commands useful if your modem is not recognizing busy signals, or if your modem is interpreting other signals from the remote location as busy signals. These commands can also be used to shorten or lengthen the time it takes your modem to return the BUSY result code. SC Commands By default, to interpret a busy signal your modem waits for a tone between 30 and 75 hundredths of a second in duration, followed by a pause between 30 and 75 hundredths of a second long. The tone and pause comprise a "busy cycle." After a number of busy cycles (by default, four), your modem will return a BUSY result code. The new commands (SCn? and SCn=x) let you review and change the minimum and maximum lengths of tones (Busy On) and pauses (Busy Off) to match the busy signals that come from the remote modem. They also let you change the number of busy cycles required for the modem to return the BUSY result code. - SCn? returns the modem's current value of register SCn. - SCn=x sets the value of SCn to the value you specify in x. For both commands, n can be any whole number between í and 8. The x can be any value between í and 255. SC Registers Nine new S registers, called "SC" registers, handle the settings that relate to the busy signal. The first eight (SCí-SC7) control the minimum and maximum time lengths for Busy On and Busy Off signals. The last (SC8) is where the modem stores the Number of Cycles setting, which sets the number of busy cycles to wait for before returning a BUSY result code. Registers Purpose Default (seconds) SCí/SC1 Minimum Busy ON time Default 30/100 seconds SC2/SC3 Maximum Busy ON time Default 75/100 seconds SC4/SC5 Minimum Busy OFF time Default 30/100 seconds SC6/SC7 Maximum Busy OFF time Default 75/100 seconds Setting SC Registers The settings for each time length are arranged in pairs of bytes, or two-byte "words." Each register contains one byte of the two byte word; for example, register í AND register 1 control the Minimum Busy On time. Register í (SCí) is the first byte of the word, and SC1 is the second byte. When you change a setting such as Minimum Busy On time, you need to change both of the registers that affect that setting. To set the value in a two-byte word, first divide the value by 256. Take the integer from this result and use it as the x value for the second byte of the word. (Bytes in a word are arranged in "reverse" order by the manufacturer of the chips we use.) The remainder is placed into the first byte of the word. If you change any setting to a number less than 256, the second register in the setting will always equal zero. Changing the registers so that the minimum value for any setting is larger than the maximum value for that same setting will cause the modem to never detect a busy signal. Setting a register to an out-of-range value (>256) will cause the modem to set that register to zero. These settings are not saved, and will revert to the default settings once the modem is powered down. Example Suppose we want to change the Maximum Busy OFF time (SC6 and SC7) to 300 hundredths of a second, or 3 seconds. Dividing 300 by 256 gives us 1 with a remainder of 44. We then set SC6=44 (remember the reverse order) and SC7=1. Additional information on busy signal handling is in the SupraFAXModem Reference Manual. Answering Incoming Calls Some SupraFAXModems provide the following call-handling features, used when answering incoming calls: Caller ID, Silent Answer, and Adaptive Answer. Each of these features is state-of-the-art, breaking new ground for modem capabilities. Although your modem may support these features, each feature requires specialized software to work optimally, or in some cases to work at all. Supra is constantly working with software publishers, encouraging them and helping them to develop applications to take advantage of these features. If you are not able to use a particular feature immediately, please be patient. We anticipate that new applications will be available before too long, and that when these features are fully functional, you will be very pleased with the results. Thank you for your patience. The following sections explain Caller ID, Silent Answer, and Adaptive Answer. Please read each section carefully and completely to determine how you can best take advantage of these features. For more information on answering calls, refer to the SupraFAXModem Reference Manual. Identifying The Source of an Incoming Call (Caller ID) What is Caller ID? Caller ID is a way for you to find out who is calling before you answer a telephone call. In between the first and the second ring of an incoming call, the phone company sends information such as: - the date and time of the call - the phone number from which the call originated - possibly a name associated with that phone number The information displayed will vary depending on your phone company and your software. Potential Applications Caller ID can be used by many computer applications for improved security, efficiency, and convenience. Here are a few of the potential applications: - Bulletin Board Systems (BBSs). A BBS can positively identify callers without the normal tedious logon sequences, and prevent unauthorized entry due to lost or stolen accounts and passwords. - Screening Calls. Your computer can display the number and possibly name of who is calling, so you can decide if you want to answer or not. - Professional Billing. Your computer can match incoming calls to your client list and automatically create a charge to the client's account for your phone time. - Database Lookup. Your customer's record or account can be displayed on your computer screen before you answer the call. Your ability to take advantage of these applications (and others) depends on your software. Can You Use Caller ID? To use the modem's Caller ID feature: - Your local telephone company MUST provide Caller ID, and it must be enabled for your telephone line. At present, Caller ID is only available in some areas of the country. If your phone company does not offer Caller ID, you cannot use your modem's Caller ID feature. To find out if Caller ID is available in your area, contact your local telephone company. - Your modem MUST include the Caller ID feature. Caller ID is a standard feature on the SupraFAXModem 144PB and 144PB Plus and other SupraFAXModems with 1.7 or later version ROMs. It is a low-cost option on SupraFAXModem V.32bis and SupraFAXModem V.32 modems with earlier than 1.7 ROMs. To obtain the Caller ID option, contact the Supra Sales Department at the number on the back page of this manual. - You MUST have software that allows you to use Caller ID. The "Software Options" section explains software requirements. - Your modem's Caller ID feature must be turned on. The "Caller ID AT Commands" section provides more information. Software Options The degree to which you can take advantage of Caller ID depends on your software: - Incoming Data Calls: At present, most people use telecommunications software to take advantage of Caller ID. If configured to do so, when the modem receives an incoming call, it displays the call information in the telecom software's terminal mode screen. After reading the information displayed in your telecom software, you can either let your modem answer the call or you can answer the call yourself using a telephone handset. The "How to Use Caller ID with Telecommunications Software" section provides more information. - Incoming Voice Calls: Using Caller ID for voice tasks other than screening voice calls (see previous section) requires voice software that supports Caller ID. Supra will provide information on using Caller ID with voice-processing software to customers who have SupraFAXModems with Voice capabilities. - At the time this is being written, SupraFAXModems do not provide voice- handling capabilities. Soon Supra will be shipping products with Voice processing as a standard feature, and Voice upgrades for the SupraFAXModem V.32bis. For more information on obtaining Voice capabilities, contact the Supra Sales Department at the number on the back page of this manual. - Incoming Fax Calls: To use the Caller ID feature with incoming fax calls, your fax software must support Caller ID. If your fax software does, refer to your fax software manual to learn how to use this feature. - Additional Applications: Most BBS software now supports the BBS applications described in the "Potential Applications" section. Supra is encouraging software publishers to develop a variety of additional applications. Potentially, integrated software that can handle incoming data, voice, and fax calls will be developed. Some of the possible applications programs may be available by the time you read this. The latest software information Supra has is on the Supra BBS. Caller ID AT Commands The following AT commands enable and disable Caller ID: #CID=0 Disables Caller ID. #CID=1 Enables Caller ID in formatted format. #CID=2 Enables Caller ID in unformatted format (ASCII printable hex numbers). How to use Caller ID with Telecommunications Software As with any AT data commands, you can issue the Caller ID commands from your telecommunications software terminal mode, or include them in your telecom software's init string. Other software that supports Caller ID will probably issue these commands automatically. The steps below explain how to use telecommunications software to take advantage of Caller ID. 1. Make sure Caller ID is available in your area, and enabled for your telephone line. If you need help, refer to the "Can You Use Caller ID?" section. 2. Make sure your modem supports Caller ID. If you need help, refer to the "Can You Use Caller ID?" section. 3. Start your telecommunications software. 4. Make sure your telecom software is in terminal mode. Refer to the SupraFAXModem Reference Manual if you need help with this step. 5. Configure your modem for Caller ID by typing the following commands in your software's terminal mode. As an alternative, you can include the commands in your telecom software's init string. [CR] represents a carriage return. a. Enable the modem's Caller ID feature. AT #CID=1 [CR] b. Make sure no other devices (such as your modem, answering machine, or fax machine) answer before the second ring. For example, you can set your modem to answer on the third or later ring, as shown below. (The phone company sends the Caller ID information between the first and second ring of an incoming call.) AT Sí=3 [CR] c. If you want to skip step 5 in the future, issue the following command to save the above commands in your modem's nonvolatile memory. AT &Wí [CR] 6. Now the modem is ready to receive an incoming call. When a call comes in, the telecom software's terminal mode screen will reflect the modem's activity. It will look something like this: RING DATE = 0321 TIME = 1405 NMBR = 5039672400 NAME = SUPRA CORPORATION RING Here is an explanation of this display: - The first "RING" result code appears when the modem receives the first ring signal (equivalent to a telephone ringing once). - The next four lines represent the Caller ID information, which the phone company sends in between the first and second ring of an incoming call. - The actual information displayed will vary depending on your phone company. For example, the date and time may be displayed in different locations, and the "name" might not be included. - Also, some extraneous characters might be included. For example, several customers have told us that in parts of Canada, in place of single spaces the number "30" is displayed. - The second "RING" result code represents the second ring signal the modem receives. 7. If you recognize the phone number or name displayed in step 6, you may be able to determine if the call is voice or data. 8. Now do one of the following: If the call is from a person (a "voice call"), pick up the telephone handset and answer the call yourself. If the call is from another modem (a "data call"), let your modem answer the call automatically. If the modem answers the call, you will then see a CONNECT result code (or whatever message your software displays upon receiving a CONNECT result code). Distinguishing Between Incoming Voice, Fax, and Data Calls (Silent Answer & Adaptive Answer) Your SupraFAXModem can determine if an incoming call is fax or data, or if an incoming call is fax or voice. At this time, it cannot distinguish between incoming fax, voice, and data calls. Here's why: When a call comes in, your SupraFAXModem knows if the call is a fax because it detects fax tones from the sending fax machine. But if the modem does not detect fax tones, it can only do one of the following: - assume the call is a voice call (Silent Answer) and allow you or your answering machine to take the call - assume the call is a data call (Adaptive Answer), send a data carrier, and wait for the remote modem to try to connect. If the remote modem does not detect fax tones, it knows the incoming call is either voice or data. But there is no way to determine which it is (voice or data). To understand why, think for a minute about when you make a data call to a remote modem. Your modem dials and then waits for a "data carrier" to be sent from the remote modem (the answering modem). Data carriers are generated only by an answering modem. So when your SupraFAXModem answers an incoming call and tries to determine whether it is voice or data, it "hears" nothing it recognizes Ä since the modem originating a data call does not generate a carrier. So it must assume either that the call is a data call (and send a data carrier) or a voice call (and remain silent). By choosing either Silent Answer or Adaptive Answer, you tell the modem whether to treat non-fax calls as voice calls or data calls. It is possible to switch back and forth between Silent Answer and Adaptive Answer, but they cannot both function at the same time. Silent Answer What is Silent Answer? With Silent Answer, when a call comes in, the modem lets another device Ä an answering machine, or a person using a telephone Ä answer the incoming call. As soon as an answering machine or person answers the call, the modem silently "listens" to the sound coming over the line. Then: - If the modem detects fax "CNG" tones, it attempts a fax connection. - If the modem does not detect fax tones, it does nothing, allowing you or your answering machine to continue handling the call. The following is what happens when Silent Answer is enabled and the modem receives an incoming call. 1. An incoming call causes a ring signal to come across the telephone line. 2. The answering machine (or a person) answers the call. This assumes your answering machine is set to answer an incoming call on fewer rings than the modem. (For example, the answering machine is set to answer on the third ring, and the modem is set to answer on the fourth ring.) It is preferable for the answering machine to answer on the third ring. 3. If the modem detects fax "CNG" tones, the modem, fax software, and computer handle the fax call. 4. If the incoming call is NOT a fax call (incoming call is a voice or data call): a. Silent Answer does not detect fax "CNG" tones, so it knows the call is not a fax call. b. Silent Answer does not detect data carrier tones, even if the call is a data call. This is because when data connections are attempted, the data carrier tones are generated by the answering modem, not the originating modem. c. Because Silent Answer does not detect data carrier tones, Silent Answer assumes the call is not a data call. d. Because Silent Answer thinks the call is neither fax nor data (incoming call is a voice call), the modem does not go off hook. e. Answering machine handles the call. The implementation of Silent Answer depends on your software. Silent Answer is only available on SupraFAXModems. It was designed by Supra to be an enhancement to the chipset used in our modems. Do You Need to Use Silent Answer? The primary benefit of Silent Answer is that it lets your modem distinguish between incoming fax and voice calls when both the fax modem and an answering machine (or telephone) are connected to the same telephone line. This eliminates the need for dedicated fax and voice lines. Can You Use Silent Answer? To use Silent Answer: - Your fax software must support Silent Answer. Please consult the Software Compatibility booklet to determine if your software supports Silent Answer. - If your fax software does not support Silent Answer, please refer to the "Software That Does Not Support Silent Answer/Adaptive Answer" section. - Your modem and answering machine must NOT be "daisy-chained." In other words, do not plug the answering machine into the back of the modem, and do not plug the modem into the back of the answering machine. Instead: - Plug the answering machine and modem into different wall jacks (e.g., jacks in different rooms). - If both devices are to be connected to one telephone wall jack, use a "Y jack" at the outlet, and plug each device into the Y jack. - Your answering machine tape must be "blank" for the first 3 seconds before the message. This allows the fax CNG tones to get through. - If you have an older answering machine that does NOT automat-ically turn itself off when it detects that a person or the modem has answered the call, you need a $7.95 adapter from Radio Shack, part #43-107. This adapter disconnects the answering machine from the phone line when the call is answered. It goes between the answering machine and the wall jack. Make sure the modem is not connected after the adapter. Adaptive Answer What is Adaptive Answer? Adaptive Answer lets your modem determine if an incoming call is fax or data and handle the call appropriately. With Adaptive Answer ENABLED, and Silent Answer DISABLED, the following is what happens when the modem receives an incoming call. 1. An incoming call causes a ring signal to come across the telephone line. 2. The modem answers the call. 3. If the modem detects fax "CNG" tones, the modem, fax software, and computer handle the fax call. 4. If the modem does not detect fax tones, it assumes the call is a data call. It sends a data carrier and waits for the remote modem to try to connect. 5. If a remote modem responds, the modems try to connect. 6. If no remote modem responds, the modem hangs up. The implementation of Adaptive Answer depends on your software. If Silent Answer and Adaptive Answer are both ENABLED, Silent Answer takes precedence. The Supra BBS provides additional explanation of how this works. Do You Need to Use Adaptive Answer? The primary benefit of Adaptive Answer is it allows Bulletin Board Systems (BBS) to accept incoming fax calls. Can You Use Adaptive Answer? To use Adaptive Answer, your fax software must support it. Please consult the Software Compatibility booklet to determine if your software supports Adaptive Answer. If your fax software does not support Adaptive Answer, please refer to the "Software That Does Not Support Silent Answer/Adaptive Answer" section. Software Issues Software That Supports Silent Answer/Adaptive Answer Please consult the Software Compatibility booklet to determine if your fax software supports Silent Answer or Adaptive Answer. (The latest version of the software listings is on the Supra BBS, at the number on the back page of this manual.) If your fax software DOES support Silent Answer or Adaptive Answer, please refer to the fax software manuals for specific instructions on using it. Software That Does Not Support Silent Answer/Adaptive Answer If your fax software DOES NOT support Silent Answer or Adaptive Answer, please contact the software company to obtain a version of your software that does support these features. Supra is working with several software vendors to encourage them to add support for Silent Answer and Adaptive Answer to their software. If your fax software DOES NOT support Silent Answer or Adaptive Answer, you MIGHT be able to modify your fax software initialization string, or in some other way modify your fax software, to take use these features. Using Silent Answer and Adaptive Answer Additional information on using Silent Answer and Adaptive Answer is available on the Supra BBS. Macintosh-Specific Information Line Noise Problems & CCL Scripts If you experience line noise problems, you can choose the SFM v32bis-110=í CCL script to force your modem to send and receive at slower speeds. SupraFAXModem 144PB and 144PB Plus Security Features The SupraFAXModem 144PB and 144PB Plus feature two methods of access security, which prevents unauthorized users from connecting with your modem. Level 1 Access, or Password Protection, prompts for a password verification before connecting with the remote modem. Level 2 Access, or Callback Security, includes Password Protection, but does not establish a connection until it has disconnected and called back the remote modem. Both of these methods require an error-corrected transmission. Up to 20 passwords or passwords with callback numbers can be stored in a designated secure directory in the nonvolatile RAM, and can be added, edited and reviewed with the *Pn and *L commands. Secure access must be requested, accepted, and enabled to take effect. If enabled, secure access will stay enabled until you disable it or until the end of the transmission. The *R, *C, and *E commands perform those functions. Storing Passwords (*Pn) The *Pn command stores or deletes a password and (optional) callback number in location n: *Pn:password :callback# Location n may be any number from í to 19. Passwords must be alphanumeric, and be at least 6 and no longer than 12 characters long. The callback number may be up to 40 characters long. If a callback number is to be associated with the password, it must follow the password and colon (:) separator. If the callback number and colon separator are omitted, a password verification will occur, but the modem will not institute a callback. Entering *Pn: without a password will delete any existing password at location n. For example, this command sets the password "SupraCorp" and callback number "15035555555" at location 1: AT *P1:SupraCorp:15035555555 Listing Passwords & Callback Directories (*L) The *L command displays all secure access passwords and callback numbers stored with *Pn command. Requesting Secure Access Mode (*R) The *R command requests that your modem place in secure access mode the remote modem attempting to connect with it. This command will only be accepted if the local modem is in an online command state during an error-corrected connection. Enabling Secure Access & Requesting Password (*C) Once secure access has been accepted, the *C command enables secure access and instructs the local modem to request a password from remote modems attempting to connect with it. If the password entered by the remote modem matches any on the list of passwords in *L, the local modem will initiate the callback (if a callback number is attached to the password), or will attempt to connect with the remote modem (if no callback number is attached). This command works with error-corrected connections only. If no passwords have been stored with *P, the modem will respond to the default password, QWERTY. Exiting Secure Access (*E) The *E command exits remote configuration mode and transmits the OK result code. Communication Outside North America For more information on international communication, refer to the SupraFAXModem Reference Manual. Power Supplies It is very important that you have the proper power supply for your local AC power. The modem requires a very exact voltage and current. Using AC converters or adapters that don't meet our specification can result in the modem not functioning, overheating, or ultimately failing. Simply using a converter with the U.S. 110V supply will not work adequately in most cases. All new SupraModems with approved adapters will have the Supra name on them. Others may be included by your local dealer or importer and may, or may not, function correctly. Failures due to wrong power supply will not be covered under warranty. This is a good reason not to buy from gray market channels. A file on the Supra BBS lists approved power supplies that we have used. Worldwide Modems Supra plans to have several new features for worldwide communications available in models to ship later in 1993. The features to be supported include V.23, V.25, blacklisting, and remote configuration. For more information on these features, please contact the Supra Sales Department at the phone number or address on the back page of this manual. Contacting Supra Corporation For the most up-to-date information on our products and quickest help, we recommend calling our BBS. It contains the latest version of this bulletin along with other useful files. You may also find that other users have already asked your specific question and the answer has already been posted. It is a free service that only costs a phone call and is available 24 hours a day! Most questions should be answered within one working day of posting. You can also contact Supra on the online services listed below, as well as by telephone, mail, or fax. To contact the Supra BBS, follow the general instructions for going online in your SupraFAXModem Getting Started Manual. The Supra BBS phone number is listed [at the beginning of this message]. In your telecommunications software, set your modem to 57,600 bps (or the highest speed your modem and computer support). If necessary, also select 8, N, 1. Once you have connected, the BBS will tell you how to log on. c 1993 Supra Corporation SupraFAXModem is a trademark of Supra Corporation. Other trademarks belong to their respective owners. 70-0091-0A -------------------------- (Article Ends Here) -------------------------- Copyright 1993 Supra Corporation Supra Corporation, and SupraModem are registered trademarks of Supra Corporation. SupraFAXModem, SupraSmartUART, SupraTurbo, and Silent Answer are trade- marks of Supra Corporation.