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Modem Does Not Work After You Upgrade a Hewlett Packard Pavilion Computer to Windows XP

Article ID: 315342 - View products that this article applies to.

This article was previously published under Q315342

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Symptoms

After you upgrade your Hewlett-Packard (HP) Pavilion computer to Microsoft Windows XP, the modem may no longer work.

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This behavior occurs if Windows XP is unable to detect the modem. Specifically, this occurs when you upgrade certain models of the HP Pavilion computer that are equipped with a modem based on the Rockwell chip set.

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Resolution

To work around this issue, use any of the following methods.

Method 1: Install the Generic Modem Driver

Uninstall the modem. To do this, follow these steps:
1. Click Start, right-click My Computer, and then click Properties on the shortcut menu that appears.
2. Click the Hardware tab, and then click Device Manager.
3. Expand Modems, right-click the modem that is displayed, and then click Uninstall on the shortcut menu that appears.
4. In the Confirm Device Removal dialog box, click OK.
5. On the File menu, click Exit, and then click OK to close the System Properties dialog box.
Insert the Windows XP CD-ROM into your computer's CD-ROM or DVD-ROM drive.
Click Start, and then click Control Panel.
Click Switch to Classic View if Classic View is not already enabled.
Double-click Phone and Modem Options, click the Modems tab, and then click Add.
Click to select the Don't detect my modem; I will select it from a list check box, and then click Next.
Click Standard 56000 bps Modem, and then click Next.
Select the communications port that you want the modem to use (select Communications Port 2 (COM2) if it is available), and then click Next.
Click Finish to complete the installation of the modem.

Method 2: Remove the Modem Before You Upgrade to Windows XP

Uninstall the modem before you upgrade your computer to Windows XP. During Windows XP Setup, the modem will be detected and an appropriate driver installed.

Method 3: Install a New Modem

If Windows XP is unable to detect the modem, you may need to install a different modem.

For information about how to contact computer hardware manufacturers, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416

(http://support.microsoft.com/kb/65416/EN-US/ )

Hardware and Software Third-Party Vendor Contact List, A-K

60781

(http://support.microsoft.com/kb/60781/EN-US/ )

Hardware and Software Third-Party Vendor Contact List, L-P

60782

(http://support.microsoft.com/kb/60782/EN-US/ )

Hardware and Software Third-Party Vendor Contact List, Q-Z

Method 4: Installing the Windows 2000 Modem Driver from Hewlett Packard

The third-party contact information included in this article is provided to help you find the technical support you need. This contact information is subject to change without notice. Microsoft in no way guarantees the accuracy of this third-party contact information.

After upgrading to Windows XP, certain Hewlett Packard Pavilion models do not have a modem driver installed. This has been identified on models 8495, 8595c, and the 4540.

The following device may appear under 'Other Devices' in Device Manager:

PCI Simple Communication Controller

There is a Windows 2000 driver available on the Hewlett Packard website for the Riptide modem that may provide functionality for the system. Download the Windows 2000 driver from the following Hewlett Packard Web site:

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?lc=en&cc=us&dlc=en&lang=en&softwareitem=pv510en

(http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?lc=en&cc=us&dlc=en&lang=en&softwareitem=pv510en)

NOTE: This driver is for use with Windows 2000 only and is unsupported by Hewlett Packard. For installations instructions please refer to the manual provided by Microsoft for Windows 2000 driver installation available on the website.

After the download completes, follow the instructions provided on the Web site to extract the files to the default folder.
Open Device Manager and double-click PCI Simple Communication Controller.
On the Driver tab, click Update Driver and complete the Hardware Update Wizard, directing the Wizard to the folder to which you extracted the driver. You may receive a prompt stating that this driver has not been tested and is not certified as compatible with Windows XP. Proceed with the installation of the driver.
Restart the computer, and then test the modem.

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More information

Although many HP Pavilion computers meet the minimum system requirements for Windows XP, you may want to determine if your model has been tested for compatibility issues before you upgrade to Windows XP.

For additional about this issue, browse to the following HP Web site:

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?lc=en&cc=us&dlc=en&lang=en&softwareitem=pv510en

(http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?lc=en&cc=us&dlc=en&lang=en&softwareitem=pv510en)

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

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