ÉÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ» º º º Troubleshooting the Intel 2400B Modem 2 º º º ÈÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍͼ CARRIER ALREADY ESTABLISHED MESSAGE Carrier already established/Already on line This error can happen when the modem is on line when entering a communications package OR our 2400bps (non-MNP) modems are set to factory configurations. When shipped from the factory, carrier detect is on at all times, just like a Hayes 2400. To correct this problem, issue: AT&C1&D2&W This causes carrier detect to represent the true state of what the connection status is. The &D2 will cause the modem to hang up the phone when DTR is dropped, which is also desired for most communication packages. USING COM3/COM4 UNDER WINDOWS 3.0 If you have problems using the your modem on COM3 or COM4 under Windows 3.0, exit Windows and use Intel's TESTCOM.EXE program (which comes with all Intel modems) to test your modem. TESTCOM performs several diagnostic tests on the modem and helps you verify the phone line connection. SatisFAXtion board users who need a copy of TESTCOM can order document 0018 from Intel's FaxBACK system. Modem users can download TESTCOM from the Fax/Modem section of Intel's BBS. Once you know the modem works on COM3 or COM4 outside of Windows, you can test the modem with your Windows program. If you run Windows in Enhanced mode, you need edit the Windows SYS.INI file. Under the [386enh] symbol, add these lines: COM1BASE=3F8h COM2BASE=2F8h COM3BASE=3E8h COM4BASE=2E8h Editing your INI files is risky business. Carefully read your Windows documentation or call Microsoft Microsoft Technical Support if you questions or problems. Microsoft Tech Support: 206-454-2030 ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ February 24, 1992 Intel FaxBACK # 4360 Page 1 ÉÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ» º º º Troubleshooting the Intel 2400B Modem 2 º º º ÈÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ (continued) ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍͼ DETECTING PORTS WITH DEBUG By using debug you can determine what COM ports are in the system. KEEP IN MIND THAT THIS WILL ONLY SHOW THE PRESENCE OF COM 1 AND COM 2: debug -d40:0 0040:0000 F8 03 F8 02 00 00 00 00-BC 03 00 00 00 00 00 00 00 00 This display indicates the presence of a COM 1 (03F8) and a COM 2 (02F8). Note that the address bytes are reversed! If you want to know what COM ports are in the system (including COM 3&4), use TESTCOM Version 4.0 or newer (available at FSI). Issue "TESTCOM /S" at the DOS prompt. DO YOU HAVE A DIGITAL PHONE LINE? Conventional modems, including Intel's, will NOT work with digital phone systems. Digital phone systems (Rolm, Aspect, etc...) convert digital signals back to sound and from sound into digital for clearer communication. All of this conversion is done in each end of the telephone which is not something that is present in a data modem. All digital phone systems are different. To use a modem on a digital line, an A to D & D to A converter is needed. Each A to D converter is specific to each phone system. Have your customer contact their phone company for more details.A good way to identify a digital phone system is to look on the phone for things like "Voice mail" buttons and "Message waiting" lights. Most of the time these features are only available in digital phone systems. ERRATIC RESPONSE TO AT COMMANDS Erratic response to AT commands can be attributed to two things: IRQ Conflicts and/or COM port overlaps. You can use the TESTCOM.EXE program can verify modem operation and detect conflicts. First ensure that no other devices are using the same IRQ as the modem. Modems use IRQs to signal the computer that data has been received or sent. For an internal modem, make sure that the COM port it's set to does not conflict with a COM port already in the system (whether used or not). When in doubt, try another COM port setting. Port I/O IRQ ÄÄÄÄ ÄÄÄ ÄÄÄ COM1 3E8 4 COM2 2E8 3 COM3 3F8 4 COM4 2F8 3 ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ February 24, 1992 Intel FaxBACK # 4360 Page 2 ÉÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ» º º º Troubleshooting the Intel 2400B Modem 2 º º º ÈÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ (continued) ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍͼ For instance, consider a situation where you add an internal modem to a system which has COM1 and COM2 built in. There's a mouse on COM1 and nothing on COM2. You must either: þ Disable the built-in COM2 and address the modem as COM2 (prefered) þ Leave the mouse on COM1 and address the modem as COM4 þ Move the mouse to COM2 and address the modem as COM3 INTERMITTENT SWITCH TO COMMAND MODE If your modem intermittently switches to command mode while on line, change the DTR option: AT&D2&W LEASED LINE SETUP If modems fail to communicate over leased lines, but work fine on standard lines, issue "AT&L1" to the modem. The default is &L0. Refer to the modem guide for more information. In addition, if the leased line is a 4 wire line rather than a 2 wire line, a 4 wire to 2 wire converter will be required. This converter can be obtained from their phone company. MAKE IT A HAYES WHEN IT DOESN'T WORK! If you are having problems with an MNP based modem that seem to be unresolvable, turn off all of the extra features in our MNP modems. Issue "AT&F\N0\Q0\V0\J1&W". This will make the modem look exactly like a Hayes 2400. MANUAL DIALING (EXISTING CONNECTION) If someone tries to use the manual dialing method explained in the manual they will receive a message of "NO DIALTONE". Use the following instead: o Get into the terminal mode of your communications package. o Dial the number and wait for the phone to start ringing. -OR- o Finish talking to the other person. o Type ATH1 to have the modem pick up the phone o Type ATO (letter O, not ZERO!) to instruct the modem to go on line. ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ February 24, 1992 Intel FaxBACK # 4360 Page 3 ÉÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ» º º º Troubleshooting the Intel 2400B Modem 2 º º º ÈÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ (continued) ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍͼ MODEM ANSWERS ONLY AT 300 BAUD This problem affects only two Intel modems: the 2400EX MNP and the 2400 Classic MNP modems. If either of these modems is set to auto-answer and a call comes in at 300 baud, all subsequent calls will connect at 300 baud. To eliminate the condition, you must turn the modem off, wait a few seconds, then turn it back on. This problem affects only incoming calls, not outgoing calls. MODEM DIALS BUT DOES NOT CONNECT Modem Dials but Does Not Connnect This problem commonly results when your modem is set to use MNP but the remote modem doesn't support MNP. It can also happen if the value in your modem's S7 register is too low. The value in the S7 register tells the modem how long to wait for a carrier signal after dialing. To find out if MNP is causing the problem, enter the command: AT\N0&W. If the problem persists, make your modem act like a Hayes modem by entering the command for your modem: Intel Modem Command ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ ÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄÄ SatisFAXtion AT&F\N0\Q0\J1\V0&W 14.4EX/9600EX AT&f\N0\Q0\J1\V0"H-J0&W All 2400 Baud MNP AT&F\N0\Q0\J1\V0&W To find out if the value in the S7 register is causing the problem, increace the value from its default of 30 seconds. Run the TESTCOM program, select the "Terminal emulation mode", then type ATS7=60&W and press ENTER. If this doesn't help, try a higher value (the maximum is 255). Here are the common symptoms of an MNP problem: Your modem dials, the remote modem answers, the modem tones begin, then either: a. your modem hangs up, or b. your modem does nothing while the tones continue. If the user still can't connect after disabling MNP, try calling the system yourself. If they're using a SatisFAXtion modem, make sure they have the latest software. If not, they can order 0011 from Faxback. ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ February 24, 1992 Intel FaxBACK # 4360 Page 4 ÉÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ» º º º Troubleshooting the Intel 2400B Modem 2 º º º ÈÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ (continued) ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍͼ MODEM MAKES CONNECTION THEN HANGS UP Modem makes connection and then hangs up There are two possible causes: The modem on the other end is not MNP capable and can't deal with the MNP starup sequence. The solution to this is to issue "AT\N0" to disable MNP. Secondly, the "wait time for answer" register may not be set long enough. Try ATS7=90 (or something longer than what it is set to). Sometimes international and/or long distance lines take longer than 30 seconds (default) to connect. Keep in mind that there is a similar setting in most terminal programs when auto-dialing.Make sure that the "Wait time for answer" in your communication package is set to S7's value (or higher). MODEM STUCK IN LEASED-LINE MODE If you set the modem to Leased-Line mode and Synchronous mode, here's the only way to reconfigure the modem: 1. Make a connection with another modem. 2. Enter +++ to put the modem into command mode. 3. Enter AT&F to turn off Leased-Line and Synchronous mode. When in Leased-Line mode, the modem tries to establish a connection as soon as you turn it on. The modem doesn't receive commands until after it establishes a connection. MODEM SUDDENLY DISCONNECTS Intel MNP based modem (SatisFAXtion, 9600EX, etc...) have an inactivity timer which hangs up after a predetermined amount of time with no data sent or received. The remote modem disconnecting could be caused also by extremely noisy lines. Try issuing "AT\T0" to disable the inactivity timer. Try the call again. Keep in mind most bulletin board systems will disconnect if no data is sent or received within a predetermined amount of time. MODEM COMMANDS BUT DOESN'T ECHO CHARS First, issue "AT&F" to the modem to ensure that echo and result codes are turned on. If that doesn't work, look for IRQ conflicts and/or COM port overlaps (with internal modems). The modem tells the computer that data has come in by using interrupts. If no interrupts are generated, no characters will be received or echoed. ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ February 24, 1992 Intel FaxBACK # 4360 Page 5 ÉÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ» º º º Troubleshooting the Intel 2400B Modem 2 º º º ÈÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ (continued) ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍͼ MODEM WON'T ANSWER THE PHONE There are two reasons why the modem won't answer: 1. The modem isn't in Auto-Answer mode. 2. The modem doesn't see the DTR signal from the computer. The command ATS0 controls Auto-Answer mode. An external modem turns on "AA" light on when Auto-Answer mode is enabled. ATS0=0 disables Auto-Answer ATS0=1 answer after 1 ring The command AT&D controls how the modem responds to the computer's DTR signal. An external modem turns on the "TR" light when it sees or is set to ignore the DTR signal. If the "TR" light isn't on, the modem won't answer whether Auto-Answer is enabled or not. AT&D0 Modem ignores DTR signal AT&D2 Modem swtches from data to command mode, hangs up and disables Auto-Answer mode when DTR switches from ON to OFF. Use AT&D0 if you serial port doesn't support the DTR signal or if your modem cable doesn't connect to it. Otherwise, use AT&D2. DTR is on pin 20 of a 25-pin connector and on pin 4 of a 9-pin connector. ÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍÍ February 24, 1992 Intel FaxBACK # 4360 Page 6