Technical information

Troubleshooting Symptom/Cure Tables: System Problems After Startup - 58
Modem Dropping Connection
This table should help you troubleshoot and fix a modem that is dropping its connec-
tion once it is established. The table is divided into different sections, each with its
own symptom and cure(s). Find your symptom and then follow the instructions under
the “Possible Fix” column to resolve the problem.
Possible Cause Possible Fix
Modem Disconnects: If the user is disconnected after a few seconds/minutes of
connection, refer to this section of the table.
The phone line has noise
that is causing the modem’
to renegotiate until it
disconnects.
The phone line may be too noisy to handle the higher
modem speeds. Try connecting at a slower speed or use a
generic CCL file. (If you are familiar with the CCL script
language, you can edit the modem script to force a
connection at a lower speed.) If the problem continues,
contact the phone company to report the bad phone line.
The user has call waiting on
that phone line.
With call waiting active, an incoming call can interrupt
the connection. Disable call waiting using AT commands
placed in the init string of the dialup application. Usually
the string is *70.
There is a problem with the
server to which you are
connecting.
Servers sometimes develop problems that disconnect
users without explanation. Try calling back later or use an
alternate number if one is available.
The modem is loose or
bad.
Reseat the modem. If the problem persists, replace the
modem.
User Disconnected After Period of Time: If the user leaves the computer for a while and
the modem is disconnected, refer to this section of the table.
Timed disconnect setting
is causing the modem to
disconnect.
Some services or software packages have a feature that
will disconnect the user after a set period of time. Either
increase this time setting or disable the feature if
possible. Contact the ISP or network administrator for
more information.
You are Left Waiting for a Callback: If you do not receive the required callback from the
server to which you are trying to connect, refer to this section of the table.
Your callback number is
incorrect.
Contact the network administrator to verify the callback
number you are using is correct and then try again.
You are using an incorrect
modem script.
If there is an attempt to callback but the connection
fails, verify you are using the correct modem script and
then try again.