TroubleShooting

Here are some simple steps you can take to try to get the bits flowing:

1. Check all the cables, including the serial cable connecting your modem and computer, phone cord and power lead.
2. Check the power to the modem is switched on and the modem itself is switched on.
3. If you're getting 'no dial tone' messages, connect a phone to the line and check that you can hear a dial tone.
4. Double-click the Modems icon in the Control Panel (if you're using Windows 95) and check that the modem and dialling properties look okay.
5. Try connecting to a phone number you know works. If you have a second phone line, use HyperTerminal (you'll find it in your Accessories folder -- if you're using Windows 3.1x, use Terminal instead) to try to dial yourself just to check you're making a connection.
6. You can also use Terminal or HyperTerminal to check your modem is responding. In HyperTerminal, for instance, create a new connection and then, instead of dialling the connection, click the Cancel button to return to the blank screen. Type ATI and hit Enter. Your modem should respond with its name or identification code if it's connected properly.
7. Pay attention to the lights and sounds. If you have an internal modem, this won't be much help. If you have an external modem with a speaker and leds (the flashing lights on the front), listen for the connection sounds and watch those leds. They'll tell you if your modem is getting a dial tone, whether it's 'handshaking' (trying to connect) with a remote modem, and whether data is passing back and forth. This information can be very useful.
8. If you're dialling an online service, give their support number a ring to check if they have a known problem at their end.
9. Once you've checked all this and run any diagnostic procedures recommended in your modem manual, ring the manufacturer's support line, or get in contact with your Internet service provider's support line.

By Rose Vines