Reference number: CH000264

Windows 95 / 98 modem troubleshooting.

Issue:

Windows 95 / 98 modem troubleshooting.

Cause:

Modems not working in Windows 95 / Windows 98 can be caused by several reasons. Below is a listing of possible causes why a modem may not work in Windows 95 / 98.

1. IRQ or resource confliction.
2. Drivers or modem software not installed properly.
3. Electrical storm damaged or reset modem.
4. Third-party TSR utilizing communication port

Solution:

Before troubleshooting the hardware / software portion of the modem please read through document CH000262 to verify that the modem is properly connected to the phone line.

Ensure the modem is being seen properly in Device Manager

Information and help about Device Manager can be found on our Device Manager page.

In Device Manager, ensure there are no 'Other' devices listed. If other devices are listed click the + by other devices and remove all peripherals under the category by highlighting and clicking remove. The reason these are removed is because other devices listed within Device Manager will generally cause problems with other working devices such as the modem.

If no other devices are present or they have been removed, click the + next to modem, if not present skip to next paragraph. Ensure that there is only one modem listed beneath modems. If you have more than one modem, remove ALL modems listed under this category and reboot the computer. If you have the correct modem listed under modems ensure that there are no ! (conflicts) or X (disabled devices)

Verify the correct ports are listed. Verify beneath ports that the correct Communication port is installed in the computer. To verify, click the + next to Ports (COM & LPT) and verify at least COM1 is listed.

If Communications Port (COM1) is not present, refer to document CH000271 for steps on how to install a Communications Port.

If the modem is present within Device Manager but has a conflict, refer to the Device Manager page for information on how to resolve that conflict.

If each of the above steps appear to be fine, continue to the next paragraph. If you have removed or made any modifications, reboot the computer to allow Windows to reinitialize the devices.

Run more info on the modem

Before attempting the below recommendations, ensure that all of the above steps have been completed or verified.

If Device Manager appears to be ok, run 'More Info' on the modem by clicking Start / Settings / Control Panel; within the Control Panel double-click on modems.

In modems click the Diagnostics tab.

In the Diagnostics tab first ensure that the modem is installed on the correct port. If this appears to be correct, highlight the port the modem is currently installed on and click the 'More Info...' button

This should bring up a screen giving additional information about the computer's modem (you should see several ATI command and responses). If you are able to bring this up, continue to the next section.

If you receive an error message or you are unable to get the command and responses, close out of all open windows and press and hold your Alt + Ctrl and Del keys on the keyboard, which should bring up the close program window.

Within this window End Task everything but explorer and systray by highlighting one task and clicking the button end task. Additional information about what this is doing and help on doing this can be found on document CHTSR.

Once everything has been removed, attempt to run 'More Info...' again. If this resolves your issue, it's a good possibility you have an application in the background causing your modem not to dial out. In which case you would need to prevent this program from loading up. Usually programs that cause this issue is programs such as a Faxing software, or other communications software.

If you continue to get the same problem and or error messages, go back into Device Manager, remove all modems, and reboot the computer. If this reinstalls your modem automatically, attempt to run more info and see if this resolves the problem. If this does not resolve your issue, verify within CMOS that your communications or COM Ports are correctly setup and not disabled. Information about how to get into CMOS can be found on our CMOS page. Finally, if you are continuing to get the same issues, we recommend contacting your computer / modem manufacturer for additional support or replacement.

Everything above appears to work or looks ok but modem does not dial

If you are able to run more info successfully but are still having difficulties connecting to your Internet Provider, ensure that call waiting is not enabled on on the computer. Information on how to disable call waiting can be found on document CH000266.

Finally, to test the modem you can attempt to connect to a local or long distance BBS. To do this follow the below instructions.

1. Click Start / Programs / Accessories / Hyper Terminal or
   Start / Programs / Accessories / Communications / Hyper Terminal

2. In the Hyper Terminal window double-click Hypertrm

3. As the name type test and click ok.

4. Enter the  BBS area code if long distance and phone number.

5. Click dial to dial the BBS.

If you are unaware of a BBS number we recommend for testing purposes that you use 3COM's BBS number.

Additional information and help about Hyper Terminal can be found on our Hyper Terminal page.

If you are unable to connect to a BBS we recommend contacting you computer / modem manufacturer.