Gateway 6-Bay mBTX PRO User Manual Download

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CHAPTER 13: Troubleshooting

152

Your modem does not dial or does not connect

•

Make sure that the modem cable is plugged into the modem jack and not the Ethernet
network jack. See your hardware reference or setup poster to make sure that the
connections have been made correctly.

•

Make sure that your computer is connected to the telephone line and the telephone line
has a dial tone.

•

Make sure that the modem cable is less than 6 feet (1.8 meters) long.

•

Remove any line splitters or surge protectors from your telephone line, then check for a
dial tone by plugging a working telephone into the telephone wall jack.

•

If you have additional telephone services such as call waiting, call messaging, or voice mail,
make sure that all messages are cleared and call waiting is disabled before using the
modem. Contact your telephone service to get the correct code to temporarily disable the
service. Also make sure that the modem dialing properties are set correctly.

To check the dialing properties:

Click

Start

, then click

Control Panel

. The

Control Panel

window opens.

Click

Hardware and Sound

, then click

Phone and Modem Options

. The

Phone and

Modem Options

dialog box opens.

If this is the first time you have accessed this category, the

Location Information

dialog

box opens. Enter the information for your area, then click

Click the

Dialing Rules

tab, click the location from which you are dialing, then click

Edit

Make sure that all settings are correct.

•

Disconnect any answering machine, fax machine, or printer that is on the same line as the
modem. Do not connect these devices to the same telephone line as the modem.

•

Make sure that you are not using a digital, rollover, or PBX line. These lines do not work
with your modem.

•

Check for line noise (scratchy, crackling, or popping sounds). Line noise is a common
problem that can cause the modem to connect at a slower rate, abort downloads, or even
disconnect. The faster the modem, the less line noise it can tolerate and still work correctly.

Listen to the line using your telephone. Dial a single number (such as 1). When the dial
tone stops, listen for line noise. Wiggle the modem cable to see if that makes a difference.
Make sure that the connectors are free from corrosion and all screws in the wall or
telephone wall jack are secure.

You can also call your telephone service and have the telephone line checked for noise or
low line levels.

•

Try another telephone line (either a different telephone number in your house or a
telephone line at a different location). If you can connect on this line, call your telephone
service.

•

Try connecting with the modem at a lower connection speed. If reducing the connect speed
lets you connect, call your telephone service. The telephone line may be too noisy.

You cannot connect to the Internet

•

The ISP may be having technical difficulties. Contact your ISP for technical support.

•

See if the modem works with a different communications program. The problem may be
with just one program.

•

Review the troubleshooting information under

“Internet” on page 148

Help

For more information about dialing properties, click

Start

, then click