Installation guide

Troubleshooting 31
7
As a subscriber of the Business Internet Dial Enterprise service, support is always available to you. Most
problems are easy to solve. Here are the solutions to some of the most common problems you might
encounter while installing and using the software.
PROBLEM SUGGESTED ACTION REFERENCE
There is no dial tone
present on your phone
line
If your connection software tells you that your phone line
does not have a dial tone, here are some tips to help you
resolve the problem:
• Pick up the receiver of your telephone and listen for a
dial tone. If you do not hear a dial tone, another tele-
phone on the same line might be off the hook. Or, there
might be something wrong with your phone line.
• Make sure that the modem is turned on, and that the
phone cables are properly connected to the modem
and the phone line. Most modems have two ports on
the back. One should be connected to your telephone
wall jack, and the other may be connected to a standard
telephone. Dial tone errors may result if the two lines
are reversed. External modems will also have a cable
which connects the modem to the back of your com-
puter, and a power cord which reaches from the
modem to the electrical wall outlet. Make sure all cables
and the power cord are firmly plugged in. If the modem
has external lights, at least one of them should be on.
• If you have Call Answer or Message Manager service on
the phone line used by your modem, and you have new
messages waiting, most modems require that you listen
to your messages before trying to connect. Often these
extra phone services provide warnings and notifications
to the customer by sending a slightly different dial tone,
which may not be properly detected by your modem.
T ROUBLESHOOTING