User's Manual

211
Troubleshooting
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The modem is not recognized by the computer
■ Make sure the line connected to the modem is working and plugged into
the appropriate port on the modem. See “Connecting the modem” on
page 28 to make sure that the connections have been made correctly.
■ If the modem shares the telephone line with another device, make sure
the telephone line is not in use (for example, someone is on the
telephone, or another modem is in use).
■ Use the modem cable that came with your computer. Some telephone
cables do not meet required cable standards and may cause problems with
the modem connection.
■ Shut down and restart your computer.
■ Run Windows modem diagnostics.
To run modem diagnostics:
1 Close all open programs.
2 Click Start, then select Control Panel. If you do not see the Phone and
Modem Options
icon, click Switch to Classic View.
3 Click/double-click the Phone and Modem Options icon, then click the
Modems tab.
4 Click to select your modem, then click Properties. The Modem
Properties window opens.
5 Click the Diagnostic tab, then Query Modem. If information about the
modem appears, the modem passed diagnostics. If no modem
information is available, a white screen appears with no data, or if
you get an error such as “port already open” or “the modem has
failed to respond,” the modem did not pass diagnostics.