FREQUENTLY ASKED QUESTIONS 040600 ========================== ====== You may encounter some problems or doubts while installing or using your modem. This chapter highlights some of the more common issues concerning your modem and their possible solutions. Reviewing this FAQ can help you solve many problems and often eliminate the need for telephone assistance. 1. Q : How to initialize the modem? A : The following modem command was used to initialize or reset the modem in the terminal emulation mode such as in Windows 98 Hyperterminal application: ATZ 2. Q : I cannot initialize the modem in DOS-based games under Windows 98 virtual DOS box? A : UM9800 currently supports only Windows Games. DOS-Box games drivers is not supported. 3. Q : My system does not detect the modem when I boot up for the first time. A : Make sure your modem is connected to one of the available USB port of your system by USB Cable. Please ensure that the USB Port is enabled in your BIOS settings. Ensure that Plug and Play is enabled too. However, if you are sure that the modem has been properly installed, do the following: i. From the Windows 98 task bar, click the 'Start' button. ii. Select 'Settings' and then click on 'Control Panel'. iii.Double-click the 'System' icon. iv. Click the 'Device Manager' tab. v. Check whether there is any yellow exclamation mark (error) on the modem devices. If yes, remove the modem devices. Restart the Windows and the system will detect the modem again. Reinstall the modem drivers. 4. Q : While testing the modem, the system gave an error message saying that it was unable to open the COM port. A : Make sure you have closed all the communication software (e.g. Hyperterminal,Dial-up Networking, etc.) when you are doing the diagnostics test. However, if there is no communication software running, do the following : i. From the Windows 98 task bar, click the 'Start' button. ii. Select Settings and then click on 'Control Panel' iii.Double-click the 'System' icon. iv. Click the 'Device Manager' tab. v. Check whether there is any yellow exclamation mark or Duplicated hardware entries on the modem device. If yes, remove the modem devices. Restart the Windows and the system will detect the modem again. Reinstall the modem drivers. 5. Q : Why does my modem always connect at 33.6Kbps but not 56Kbps ? A : Check with your internet Service Provider (ISP) to ensure that it supports V.90 connection. 6. Q : I have done a diagnostics test of my modem and there is nothing wrong with it. However, when I use a communication software, there seems to be an error. Why ? A : Try to use Microsoft Fax to fax a document. If the sending of fax is successful, then the fax function of your modem is working fine. Try to use Hyperterminal to dial up a BBS. If the connection is successful, then the data function of your modem is working fine. Try exiting the communication software and running it again. 7. Q : The modem hangs up when an incoming call is received. A : Disable the Call Waiting function for the Online Service, Internet Connection and/or communication software you are using. 8. Q : When I tried to dial out, the system gave me an error message saying "No Dial Tone". A : Check the Telephone Cable connection. If necessary, connect to a Telephone and check for the Off Hook Dial tone. If there is no Dial Tone, most probably there is some problem with your telephone cable line. 9. Q : There are incomprehensible characters appearing on the screen. A : the data, parity and stop bit settings are incorrect. Try using the default values or checked with your ISP. Check to see if Hardware or Software Flow control is enabled in your Modem Properties. 10. Q : I cannot install the Modem under Windows 95. A : This drivers is only for Windows 98 only. Windows NT 4.0 and Windows 95 drivers are currently under developements. 11. Q : I cannot install the Modem manually using the Modem Applet in Control Panel of Windows 98. A : UM9800 utilize a Virtual COM Port to function properly. You will not be able to select any Virtual COM Port when manually adding the Modem as Windows 98 list Physical COM Ports. 12. Q : What does TAPI and Non-TAPI communication applications means? A : Generally, TAPI refers to true 32 bit communication applications. They do not access the COM ports directly but through an Interface known as TAPI system of Windows (Not Windows 3.1x). Non-TAPI applications are also referred to as 16 bit communication applications. They access the COM ports directly. Windows 95/98 supports both TAPI and Non-TAPI communication applications. 13. Q : How can I update my present (Incorrect) Modem Driver Files to "UM9800 V.9O USB Modem" ? A : i. Go to the Modem Class in Device Manager. ii. Go to the properties of your present modem and go to the Driver Tab. iii.Insert the Modem Installation Disk into your Disk drive and click update Driver. iv. At the Update Device Driver Wizard screen, select "Yes" to let Windows search for the driver. v. The driver will be found at the root directory of the Disk. vi. Click the "Finish " button to finish the installation. vii.Updating is completed. 14. Q : I have installed the modem successfully but whenever I tried to call my ISP, the browser reports an error. A : Proceed to the Network Icon in Control Panel. Ensure that you have installed TCP/IP. If not, click the add button and select Protocol->Microsoft->TCP/IP and finally the "OK" button. Restart your system when prompted and reconfigure your Dial-Up Networking to connect to your ISP again. Also check that you have stated the correct proxy (if any) of your ISP in the Browser options. 15. Q : How can I de-install my Modem? A : If you installed the Modem correctly, then there is a "UM9800 Modem Information" Folder at your Start Button Menu. Click the "Uninstall Modem" Icon in the folder and follow the simple instructions to completely deinstall your Modem. Else, you can also proceed to the Add/Remove Program Icon in Control Panel and select "UM9800 External Modem Files" to deinstall the Modem. If you somehow do not see this two options available, you can run the file "Slclean.exe" on the Modem Installation Disk's root directory or your Windows Directory to deinstall your Modem. 16. Q : I do not see a New folder called "UM9800 Modem Information" after manually installing the Modem. A : If you manually add in the Modem through the Modem Icon in Control Panel, then you will only be able to see the New Folder after you restart your Windows. 17. Q : How can I set my Country profile for UM9800 V.90 USB Modem? A : First ensure that your Modem is switched on and the green LED is light up. Go to the "UM9800 Modem Information" Folder at the Start Button Menu and select the "Set Country" Icon. A Window Box will appear with a List of European Countries. Select the Country that you are presently in or the one most appropriate and click the OK button to update the Country Profile. Alternatively, you can run the file "SETCTYUM.EXE" on the Modem Installation Disk to update your UM9800 V.90 USB Modem's Country Profile. 18. Q : How do I check whether which Country Profile I am using presently for UM9800 V.90 USB Modem? A : Go to Control Panel=>System=>Device Manager Tab=>Modem=> Um9800 V.90 USB Modem properties=>Configuration Tab. You will see the current Country setting. 19. Q : Why is the default maximum speed 460800 in properties of UM9800 V.90 USB modem in Device Manager? A : Because UM9800 V.90 USB modem is connected to the USB Bus, it is thereotically able to hit maximum DTE speed (Speed of data transfer between Computer and Modem) of 460800bps. However, this will not have any effect on the maximum DCE speed (Speed of data transfer between Modem to ISP or remote party). 20. Q : Why can't I receive fax using BVRP PhoneTools 2000 when in Answering Machine Mode under Windows 2000 ? A : As there is still no voice support available for UM9800 modem under Windows 2000, user must first manually disable the Answering Machine option. For this, goto > "Voice Mail" Tab > Choose "Answering Machine Off". Then,user will notice that the display panel of the PhoneTools will change to "Received Mode Is Fax".