|=========================================================================| | | | Troubleshooting the Intel 2400B Classic and 2400EX Modems | | | |=========================================================================| MODEM WON'T HANG UP PHONE/"HANGUP FAILED" On a PC based system, issue "AT&C1&D2&W" in termianl mode. Setting &D2 will cause the modem to hang up the phone when DTR is lost. In non-MNP Intel modems, the default is &D0 (as is Hayes), which causes the modem to ignore the DTR signal normally used by terminal packages to tell the modem to hang up the phone. MODEM WON'T STORE PHONE NUMBERS In Intel MNP based modems (SatisFAXtion and 9600EX included), you can store up to 4 phone numbers using the AT&Z command. However, the description of the command in the documentation is not correct (Modem Command Guide #301652-002). The correct command is AT&Zn=XXXXXXXXX (where n=0-3 and X's represent any character you would normally include after the D in an ATD command). The 9600EX with ROM Version 1.00 and 1.01 had a problem with storing numbers. If the customer is having trouble storing telephone numbers, check the ROM version with the ATI3 command and send the latest ROM from FSI. NO DIALTONE RESULT CODE There are four common causes for this error: - The telephone line from the wall is plugged into the "phone" jack instead of the "line" jack. The line from the wall needs to be plugged into "line". - Using a CCP modem option with CCAM not loaded. The CCP modem option REQUIRESthat CCAM and CONNECT.SYS are loaded before the modem can be used. CCAM Has control of the board's fax/modem relay. Without CCAM, the modem can't be switched in to use the phone line. The same holds true for the SatisFAXtion board. Both drivers (SATISFAX.SYS and CASMGR.EXE) must be present for the modem to work. - Digital phone systems. See "Are you on a digital phone system?" cell. =========================================================================== November 8, 1991 Intel FaxBACK # 4362 Page 1 |=========================================================================| | | | Troubleshooting the Intel 2400B Classic and 2400EX Modems | | | |============================== (continued) ==============================| - Multi line telephones. Sometimes there are RJ-11 jacks that house two separate telephone numbers. Our modems (as do all) use pins 2&3 on the RJ-11 for signal. Two line RJ-11 jacks use pins 1&2 for line 1 and pins 3&4 for line 2. If the customer has this type of phone system, a 2 line to 1 line converter is needed - NOT A Y CONNECTOR. You can identify a two line phone by "line 1/line 2" buttons on the telephone that it's plugged into. PHONE LINES ATTACHED CORRECTLY? Your modem may or may not work (or work erratically) if the phone lines are connected incorrectly to the back of the modem. The connector marked "line" is for the phone line coming from the wall, and the one marked "phone" is for the phone line going to the telephone. Neither the computer nor the modem have to be on to use the phone for normal voice calls. REMOTE SYSTEM GIVES GARBAGE, HANGS UP Some systems *REQUIRE* that you have an MNP modem to connect. The answer modem will attempt to make an MNP connection. When it fails, it will disconnect. Make sure you issue "AT\N3" to enable MNP. THIS IS NOT THE DEFAULT FOR 2400EX MNP OR 2400B MNP. SERIAL PORTS & INTERRUPTS - STANDARDS Classic Addr IRQ Micro Channel Addr IRQ ------- ----- ----- ------------- ----- ----- COM 1 03f8h IRQ 4 Serial 1 03f8h IRQ 4 COM 2 02f8h IRQ 3 Serial 2 02f8h IRQ 3 COM 3 03e8h IRQ 4/5* Serial 3 3220h IRQ 3 COM 4 02e8h IRQ 3/2* Serial 4 3228h IRQ 3 Serial 5 4220h IRQ 3 Serial 6 4228h IRQ 3 Serial 7 5220h IRQ 3 Serial 8 5228h IRQ 3 * COM 3 and COM 4 in classic bus computers are not IBM standards, but defacto standards widely accepted by modem and system manufacturers. SERIAL PORTS & INTERRUPTS - INTERNAL MODEMS 2400B Classic, 2400B MNP - Classic bus based: COM 1 IRQ 4 - COM 2 IRQ 3 - COM 3 IRQ 4 - COM 4 IRQ 3 COM 3 IRQ 5 and COM 4 IRQ 2 are not supported by this modem! 2400B Modem 2 - Micro Channel bus based: Standard Serial 1-8 SatisFAXtion modem and CCP: =========================================================================== November 8, 1991 Intel FaxBACK # 4362 Page 2 |=========================================================================| | | | Troubleshooting the Intel 2400B Classic and 2400EX Modems | | | |============================== (continued) ==============================| COM 1 IRQ 4 - COM 2 IRQ 3 - COM 3 IRQ 4/5 - COM 4 IRQ 3/2 S7 REGISTER LIMITS The modem command guide incorrectly states that our modems have a limit of 30 seconds for S7. The S7 register supports up to 255 seconds. ** INTEL CONFIDENTIAL ** The only exception to this rule is version 1.5 of our non-MNP chipset that DOES have a 30 second limit. This would affect the 2400B Classic, 2400EX, the Connection Co-Processor modem, and the 2400B Modem 2. Version 1.6 and newer support a range of 1-255 seconds for the S7 register. Here's how to test the presence of version 1.5: - Issue ATZ to the modem and wait for an OK. - Issue ATS7=75 and wait for an OK. - Issue ATS7? and observe the result. If the returned value is 030, the modem is version 1.5. If the value is 075 the modem is version 1.6 or newer. If a customer is specifically having problems with the 30 second time limit for the S7 register and you've verified that they do have version 1.5 of the modem chipset, RMA their modem for a new one. All currently shipping non-MNP modems have version 1.6 or higher chipsets. NOTE: This problem only appears (if at all) in the 2400EX, 2400B Classic, 2400B Modem 2 or the Connection Co-Processor modem option. MNP BASED MODEMS ARE NOT AFFECTED. TESTCOM PASSES -- OTHER PROGRAMS FAIL THIS CELL PERTAINS ONLY TO TESTCOM VERSIONS PRIOR TO 4.0!! Since the older version of TESTCOM doesn't use interrupts when diagnosing the modem, IRQ conflicts and/or COM port overlaps may not surface. If TESTCOM works fine, suspect an IRQ conflict or COM port overlap and troubleshoot accordingly. TESTCOM LOCKS SYSTEM WHEN TESTING SATISFAXTION MODEM This is caused by a COM port overlap or the SatisFAXtion device drivers not being loaded. Both SATISFAX.SYS AND CASMGR need to be loaded for the modem to operate properly. TESTCOM Version 4 and newer will not lock but report an error. =========================================================================== November 8, 1991 Intel FaxBACK # 4362 Page 3 |=========================================================================| | | | Troubleshooting the Intel 2400B Classic and 2400EX Modems | | | |============================== (continued) ==============================| The SatisFAXtion modem manual indicates that the machine should be booted to a clean floppy (with no AUTOEXEC/CONFIG) before running TESTCOM. THIS IS INCORRECT.Boot normally and ensure that SATISFAX.SYS and CASMGR are installed before running TESTCOM! &V COMMAND RETURNS "ERROR" Intel's 2400B MNP and 2400EX MNP modems use "AT\S" instead to view the modem's status instead of AT&V. All other MNP based modems use AT&V. XENIX/UNIX AUTO-ANSWER PROBLEMS If the customer is having trouble with their modem auto answering (Unix/Xenix based system), the modem may need to be setup to be in "quiet" mode. Most Xenix/Unix systems don't look for RING or CONNECT result codes. They will be interpreted as login attempts. Try issuing "ATS0=1E0Q1&W" to the modem. After sending this command to the modem, the AA light should come on and no response should be given on the screen. It will shut off echo, turn off modem result codes and answer the phone on the first ring. This command sequence will also write this configuration into the modem's non-volatile RAM, so every time the modem is turned on these settings will be retained. =========================================================================== November 8, 1991 Intel FaxBACK # 4362 Page 4