Modem Troubleshooting

Windows

Problem: Connection fails immediately with message that the Dial-UpConnection is in use by another application.

Solution: Windows has gotten confused. First try restarting your machine (Start->Shut Down->Restart). If the problem continues, open your Network control panel (Start->Settings->Control Panels) and examine the items listed where it says "The following network components are installed:" You should have only one "TCP/IP" (it may say "TCP/IP->Dialup Adapter". If you have more than one, delete the extras.

Problem: Modem hangs up immediately after taking phone off-hook.

Solution: Your phone line polarity may be wrong. You can reverse the polarity at the wall terminal. Remove the cover to expose the screw terminals and reverse the wires.

Problem: Modem dials but you hear a voice instead of modem carrier.

Solution: You may be dialing the wrong number. Check our list of access numbers and make sure the number you are dialing is correct and is a local call from your exchange. To see what number you're dialing, go to My Computer->Dial-Up Networking. Click once with the right mouse button on the connection icon and select Properties from the popup menu.

You may have the "Busy Connect" feature on your phone line. This feature plays a recording over the busy signal when the number you are dialing is busy. The recording confuses your modem. Call BellSouth at 557-6500 and ask to have Busy Connect removed from your line.

Macintosh

Problem: Error message "Unable to initialize modem"

Solution: If you have an external modem make sure you're connected to the correct port. All Macintosh computers without internal modems (except for the iMac and the newest G3 desktops) have two ports labeled "Printer" and "Modem". These are both serial ports and are functionally identical but you must select the correct port in the Modem control panel.

If your port selection is correct or you have an internal modem, make sure you have the correct modem selected in the Modem control panel. If your modem is not on the list of choices read this.

General

Problem: No dialtone.

Solution: Make sure there is in fact dialtone on the line. Check all the phone cords between your modem and the wall. If your modem has two plugs for phone lines, make sure the cord between the modem and the wall is on the side labeled "Line" or "Telco".

Problem: Modem dials but dialtone continues.

Solution: Call BellSouth at 557-6500 and make sure your phone line is touch-tone capable.

Problem: Handshaking fails.

You hear the modem tones for an extended period, then get an error message.

You get an error message "Unable to establish a compatible set of dial-up protocols."

Solution: Connect a phone to the computer line and listen for static or other line noise. If the line is noisy, contact BellSouth. In some areas this is a common problem after heavy rains.

If you have a Winmodem read this and this.

Check the modem manufacturer's website to make sure you have the most recent drivers and INF files for your modem.