DOCUMENT:Q298774 28-FEB-2002 [msnetwork] TITLE :How to Troubleshoot Modem Problems in Windows Dial-up Networking PRODUCT :The Microsoft Network PROD/VER::2.0,2.5,2.5 (OEM Release),2.51,2.52,2.6,5.0,5.1,5.2,5.3,5.4,6.0,6.1 OPER/SYS: KEYWORDS: ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - The Microsoft Network versions 2.0, 2.5, 2.5 (OEM Release), 2.51, 2.52, 2.6, 5.0, 5.1, 5.2, 5.3, 5.4, 6.0, 6.1 - The Microsoft Network Version 7.0 ------------------------------------------------------------------------------- SUMMARY ======= This article describes procedures to help you diagnose and fix issues when you cannot dial out by using your modem in Microsoft Windows 98 and Microsoft Windows 98 Second Edition. MORE INFORMATION ================ Windows-Only Modem Troubleshooting ---------------------------------- Windows-only modems require drivers that are specific to the operating system to function. Because of this, the modem must be recognized by the operating system before you can perform any troubleshooting to the operating system, associated applications, or via the command prompt in MS-DOS mode. Windows 98 and Windows 98 Second Edition typically detect a Windows-only modem and add the modem to Device Manager. If a Windows-only modem is not detected, there can be one of three causes: - The Windows-only modem was previously detected (whether drivers were installed for it or not). In this case, the Windows-only modem should be listed in Device Manager. Note: You can update the driver by using the procedure that is described in the "Verify Modem Type and Model" section of this article. - You installed and then uninstalled the Windows-only modem drivers, but some registry entries remain. You must remove the registry entries before the Windows-only modem can be detected again. For 3Com US Robotics modems, use the Wmregdel.exe tool included on the Windows 98/98 Second Edition CD-ROM to clear all of the Windows-only modem-related registry entries, and then restart your computer. The Wmregdel.exe tool is located in the Drivers\Modem\3com-usr\Winmodem folder on the Windows 98/98 Second Edition CD-ROM. If Windows 98/98 Second Edition still does not detect your Windows-only modem, the Wmregdel.exe tool may not have removed all of the necessary registry entries. To resolve this issue, contact 3Com or US Robotics to inquire about the availability of a fix for this issue. - Something is physically wrong with the Windows-only modem. Contact your modem manufacturer for the correct procedure to test your Windows-only modem. If no default drivers exist in Windows 98 or Windows 98 Second Edition for your Windows-only modem, Windows 98 or Windows 98 Second Edition prompts you to search for drivers. Drivers for your Windows-only modem may exist in the Drivers\Modem folder on the Windows CD-ROM. For a complete list of additional modem drivers that are included on the CD-ROM, view the following article in the Microsoft Knowledge Base: Q190363Additional Modem Drivers Included on the Windows CD-ROM. If you cannot locate drivers for your Windows-only modem, Windows 98 and Windows 98 Second Edition add it under the Other Devices branch in Device Manager. You can update the existing drivers in Device Manager with drivers that are provided by your Window-only modem manufacturer. Note that Microsoft Windows 95 drivers often work in Windows 98 or Windows 98 Second Edition. If you cannot locate drivers for your Windows-only modem, Windows 98 and Windows 98 Second Edition add it under the Other Devices branch in Device Manager. You can update the existing drivers in Device Manager with drivers that are provided by your Window-only modem manufacturer. Note that Microsoft Windows 95 drivers often work in Windows 98 or Windows 98 Second Edition. If your Windows-only modem still does not work after you install the drivers, there may be a resource conflict or an issue that is specific to your Windows-only modem. To determine if this is the case, view one of the following sections, depending on your modem. For more information about Windows-only modems and how to troubleshoot them, obtain the US Robotics Windows-only modem FAQ from the following U.S. Robotics Web site: http://www.usr.com/home/online/trblshot/13011.htm Verify That You Are Using the Most Current Driver for Your Modem ---------------------------------------------------------------- Many modem issues relate to using an old or out-of-date modem driver. Because of this, you should verify that you are using the most current driver for your modem. To verify your driver, contact the manufacturer of your modem to inquire about the availability of a new or updated modem driver. For additional information about how to locate contact information for your modem manufacturer, click the article numbers below to view the articles in the Microsoft Knowledge Base: Q65416 Hardware and Software Third-Party Vendor Contact List, A-K Q60781 Hardware and Software Third-Party Vendor Contact List, L-P Q60782 Hardware and Software Third-Party Vendor Contact List, Q-Z Site for downloading modem drivers for Compaq --------------------------------------------- http://www6.compaq.com/support/files/networking/modems/56K.html Driver download page for LTWin modems ------------------------------------- http://www.lucent.com/micro/K56flex/driver2.html Errors that relate to Windows Millennium ---------------------------------------- Windows Millennium Edition (Me) Dial-Up Networking connections have software compression enabled by default, but the "Log on to Network" feature is not enabled by default. When the Log on to Network option is enabled, the Dial-Up Networking service attempts to find a Microsoft Windows network. If it does not find one, it times out. This behavior causes the delay when you log on to an Internet provider, since the Point-to-Point Protocol (PPP) server for the Internet Service Provider (ISP) will not be running a Microsoft Windows network. Disabling the Log On To Network option decreases this delay. In most cases, the PPP server will be running only the TCP/IP protocol. Removing the NetBEUI and IPX/SPX protocols from the connection file or "connectoid" saves a few more seconds by not trying to bind these protocols to the dial-up adapter. When troubleshooting , please verify "log on to network" is disabled. Dial-Up Networking "Error 630" Error Message -------------------------------------------- When you attempt to use Dial-Up Networking, you may receive the following error message: Error 630: The computer is not receiving a response from the modem. Check that the modem is plugged in, and if necessary, turn the modem off, and then turn it back on. You may receive this error message if the modem is using a new serial port assignment due to new devices that are installed by Windows 98/98 Second Edition hardware detection. If this occurs, change the properties of the Dial-Up Networking connection to use the new modem settings. Programs in the Startup folder can also cause this error message. To disable programs in the Startup folder, follow the steps in the "'Could Not Open Port' Error Message" section in this article (below). Dial-Up Networking "Error 633" Error Message -------------------------------------------- When you attempt to use Dial-Up Networking, you may receive the following error message: Error 633: The modem is not installed or configured for Dial-Up Networking. To check your modem configuration, double click the Modems icon in Control Panel. This error message can occur if the Telephon.ini file is absent or damaged. To resolve this issue, view the following articles in the Microsoft Knowledge Base: Q191444 Error Message: The Modem Is Not Installed or Configured for... Q120221 How to Rebuild the Telephon.ini File This error may also occur if the modem is in conflict with another hardware device. Check Device Manager for conflicting devices. Note: Device Manager may not display an actual problem with conflicting devices due to IRQ Steering. Look at the IRQ lists, etc., to see actual device usage. Could Not Open Port" Error Message ---------------------------------- When you try to use your modem, you may receive the following error message: Could not open port This error message typically occurs because a resource conflict or a program loading from the Startup folder opens a Component serial communications (COM) port. Use the troubleshooting steps in the "Resource Conflicts" section in this article to resolve this issue. To temporarily disable programs in the StartUp folder 1. Click Start, point to Programs, point to Accessories, point to System Tools, and then click System Information. 2. On the Tools menu, click System Configuration Utility. 3. Click the Startup tab. 4. For programs that may control your modem, clear the box for the program. Note: If you are unsure whether or not a specific program should be disabled, clear all of the check boxes except the following check boxes: - ScanRegistry - SystemTray - LoadPowerProfile - TaskMonitor Dial-Up Networking "Error 745" Error Message -------------------------------------------- When you attempt to use Dial-Up Networking, you may receive the following error message: Error 745: An essential file is missing. Re-install Dial-Up Networking. You may receive this error message if a Dial-Up Networking dynamic-link library (.dll) file is absent or damaged. To resolve this issue, view the following article in the Microsoft Knowledge Base: Q174579 Error Message: Error 745: An Essential File Is Missing Telephony Application Programming Interface (TAPI) Issues --------------------------------------------------------- If your modem passes a diagnostics test but is not available in HyperTerminal, Dial-Up Networking, or Phone Dialer, a Telephony Application Programming Interface (TAPI) issue may exist--the Telephon.ini file may be absent or damaged. To resolve this issue - - View the following articles in the Microsoft Knowledge Base: Q191444 Error Message: The Modem Is Not Installed or Configured for... Q120221 How to Rebuild the Telephon.ini File Additional query words: kbimu; MSN Explorer ====================================================================== Keywords : Technology : kbMSNSearch kbMSN600 kbMSN610 kbMSN520 kbMSN530 kbMSN510 kbMSN500 kbMSN200 kbMSN252 kbMSN251 kbMSN260 kbMSN250 kbMSN250OEM kbMSN540 kbMSN700 Version : :2.0,2.5,2.5 (OEM Release),2.51,2.52,2.6,5.0,5.1,5.2,5.3,5.4,6.0,6.1 Issue type : kbhowto ============================================================================= THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. 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