How to Troubleshoot Modem Problems in Windows 98/98 Second Edition

This article describes procedures to help you diagnose and fix issues when you cannot dial out by using your modem in Microsoft Windows 98/98 Second Edition.

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Many modem issues relate to using an old or out-of-date modem driver.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 do this, 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:

Verify Your Modem Type and Model

If your modem is detected by Windows 98/98 Second Edition, verify that the installed driver is the correct driver for your modem. To do this, click Start, point to Settings, click Control Panel, and then double-click Modems. Verify that the modem that is listed on the General tab is the correct modem.

If an incorrect modem or no modem is listed even though Windows 98/98 Second Edition detects one, update the modem driver:

1. Click Start, point to Settings, click Control Panel, and then double-click System.
2. Click the Device Manager tab.
3. Double-click the Modem branch to expand it, if it exists. If the Modem branch does not exist, look for an Other Devices branch, and then double-click the Other Devices branch to expand it.
4. Double-click your modem, and then click Update Driver on the Driver tab.

Windows 98/98 Second Edition Update Device Driver wizard can search for the best driver or display a list from which you can select the appropriate driver. If you use the Update Device Driver wizard to search for a driver, you can also specify a location for the driver. Drivers for some modems are included in the Drivers\Modem folder on the Windows 98/98 Second Edition CD-ROM.

For a complete list of additional modem drivers that are included on the Windows 98/98 Second Edition CD-ROM, view the following article in the Microsoft Knowledge Base: If the correct driver is displayed in Device Manager but your modem still does not work properly, troubleshoot the issue by using the one of the following methods, depending on your modem.

Modem Type

The method that you use to troubleshoot your modem issue depends on the type of modem that is installed in your computer. There are two general types of modems, standard and Windows-only modems.

Standard modems can be internal or external, Plug and Play, or not Plug and Play. Windows-only modems are internal Plug and Play modems and depend on drivers in the Windows operating system to function properly. Standard modems operate independently of the operating system that you are using.

It can be difficult to differentiate between a standard modem and a Windows-only modem. The best way to identify your type of modem is to check the documentation that is included with your modem or computer (if the modem was preinstalled on your computer).

Windows-Only Modem Troubleshooting

Because a Windows-only modem requires drivers that are specific to the operating system to function, the modem must be recognized by the operating system before you can perform any troubleshooting. This also precludes any troubleshooting outside of the operating system or, in the case of Windows 98/98 Second Edition, at a command prompt in MS-DOS mode.

Windows 98/98 Second Edition typically detects the presence of a Windows-only modem and adds 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 that you can update the driver by using the procedure that is described in the "Verify Modem Type and Model" section in this article.
  
  -or-
• You installed and then uninstalled the Windows-only modem drivers, but some registry entries remain.
  
  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.
  
  -or-
• Something is physically wrong with the Windows-only modem.
  
  Contact your modem manufacturer for the correct procedure to test your Windows-only modem.

You need to remove the registry entries before the Windows-only modem can be detected again. For 3Com US Robotics modems, use the Wmregdel.exe tool that is 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 there are no default drivers in Windows 98/98 Second Edition for your Windows-only modem, Windows 98/98 Second Edition prompts you to search for drivers. Drivers for your Windows-only modem may exist in the Drivers\Modem folder on the Windows 98/98 Second Edition CD-ROM. For a complete list of additional modem drivers that are included on the Windows 98/98 Second Edition CD-ROM, view the following article in the Microsoft Knowledge Base: If you cannot locate drivers for your Windows-only modem, Windows 98/98 Second Edition adds 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 98/98 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:

Standard Modem Troubleshooting

Because a standard modem does not depend on the operating system that you are using, there are additional troubleshooting steps that you can use to verify the functionality of the modem.

Check that the modem is working correctly by testing direct communication to the COM port. To do this, you must restart your computer in MS-DOS mode and then type two commands at a command prompt:

1. Click Start, click Shut Down, click Restart In MS-DOS Mode, and then click OK.
2. Type the following command at a command prompt (where x is the serial port number to which the modem is connected), and then press ENTER:
   echo ATM1L3X0DT12345 > COMx

The modem dials the touch-tone digits "12345".

To hang up the modem, type the following command at a command prompt, where x is the serial port number to which the modem is connected: The ATM1L3X0DT12345 command is a signal to the modem to dial the numbers "12345". The first command, Attention, signals the modem that it is about to receive information. The M1 command is a universal command to turn the modem's speaker on if it is off by default. The L3 command is a universal command to raise the modem's speaker volume to the maximum level if it is at the lowest by default. The X0 command is a universal command that signals the modem to run the command without waiting for a dial tone (this is useful if modem and voice calls use the same phone line), and the DT12345 command instructs the modem to dial the digits "12345".

In both cases, the modem responds with a dial tone or communication signal.

If the modem does not respond with a dial tone or communication signal in MS-DOS mode, there may be something physically wrong with either the modem or the COM port. To determine if this is the case, contact your modem or computer manufacturer to verify the functionality of your hardware.

If the modem does not respond with a dial tone or communication signal in Windows 98/98 Second Edition but does respond in MS-DOS mode, Windows 98/98 Second Edition may not be communicating correctly with your COM port. This issue can occur under any of the following circumstances:

• The COM port has not been detected.
  
  To detect the COM port, click Start, point to Settings, click Control Panel, double-click Add New Hardware, and then follow the instructions on your screen to detect the COM port.
  
  -or-
• The serial port device drivers are damaged.
  
  To resolve this issue, use the System File Checker tool to verify the integrity of the Serial.vxd, Vcomm.vxd, and Serialui.dll serial port drivers.
  
  For more information about how to use the System File Checker tool, view the "System File Checker Tool" section in the following article in the Microsoft Knowledge Base:
  129605  (http://support.microsoft.com/kb/129605/EN-US/ ) How to Extract Original Compressed Windows Files
  -or-
• There is a resource conflict with your COM port.
  
  Resolve the conflict in Device Manager. For information about how to do this, view the "Resource Conflicts" section in this article.

For additional information about how to test communications, please see the following article in the Microsoft Knowledge Base: For additional information about hot to test communications, click the article number below to view the article in the Microsoft Knowledge Base:

Resource Conflicts

If your modem is set to use the same resources as another device in your computer, there is a resource conflict, and either or both of the devices may not work. Resource settings that a standard modem uses include an input/output (I/O) address and an IRQ. In addition to this, Windows-only modems also frequently use a direct memory access (DMA) setting.

Use Device Manager to determine if there is a resource conflict. To do this:

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click System, and then click the Device Manager tab.

Usually, if there is a resource conflict that prevents one device from working, an exclamation point in a yellow circle is displayed for the device. In some cases, however, a Windows-only modem that conflicts with another device may not have an exclamation point in a yellow circle. In this case, you must manually determine if there is a conflict. To view the resource settings that are used by your modem:

1. On the Device Manager tab, double-click the Modem branch to expand it.
2. Double-click your modem, and then click the Resources tab.
   
   NOTE: If the Resources tab does not exist, your modem's resources cannot be configured by Windows 98/98 Second Edition. To determine the resources that your modem is using, view the documentation that is included with your modem.
3. Note the resource settings that are used by your modem, and then click OK.
4. Double-click Computer to view all of the resource settings that are being used by your computer, listed by resource. Click each resource setting to determine if there is another device that is using any of the same settings that your modem is using.

NOTE: You do not need to follow these steps for hardware that uses the IRQ Holder For PCI Steering setting because hardware that uses this setting does not cause a resource conflict.

If there is another device using any of the same settings that your modem is using, you need to change the setting for that device or your modem. If the device is a Plug and Play device, you may be able to do this on the Resources tab in Device Manager, although some devices may require that you change jumper pins or dip switches on the device itself inside your computer. To determine the best way to change resource settings for the device, view the documentation that is included with the device or with your computer. Because Windows-only modems are Plug and Play, you should be able to change the settings for the modem in Device Manager. To do this:

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click System, and then click the Device Manager tab.
3. Double-click the Modem branch to expand it, and then double-click your Windows-only modem.
4. On the Resources tab, click to clear the Use Automatic Settings check box.
5. In the Setting Based On box, click a basic configuration with settings that do not conflict with any other device.

If none of the available basic configurations have settings that do not conflict with any other device, you may need to manually change some of the resource settings. To do this, click the last available basic configuration, and then double-click the resource setting that you want to change.

Specific Issues

• Sound4 Windows-only modems:
  
  The Sound4 Windows-only modem may not be detected properly during the Windows 98/98 Second Edition upgrade process. If your Sound4 Windows-only modem is not working properly after you upgrade to Windows 98/98 Second Edition, view Packard Bell's Web site for troubleshooting information, or contact Packard Bell Technical Support.
• 3Com or US Robotics Windows-only modems:
  
  Some US Robotics Windows-only modems may not be detected properly by Windows 98/98 Second Edition. This can occur even if the modem was working properly in Windows 95. If your US Robotics Windows-only modem is not detected when Windows 98/98 Second Edition starts, and if the modem is not listed in Device Manager (either under the Modem or Other Devices branch), use the Wmregdel.exe tool that is 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 your Windows 98/98 Second Edition CD-ROM.
  
  If Windows 98/98 Second Edition still does not detect your US Robotics Windows-only modem, the Wmregdel.exe tool may not have removed all the necessary registry entries. To resolve this issue, obtain the updated version of the Wmregdel.exe tool from the US Robotics FTP Web site.

"Could Not Open Port" Error Message

When you try to use your modem, you may receive the following error message: This error message is typically the result of a resource conflict or a program that is loading from the StartUp folder that opens a 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. For programs that may control your modem, click to clear the check box for the program. If you are unsure whether or not a specific program should be disabled, click to clear all of the check boxes except the following check boxes:
   • ScanRegistry
   • SystemTray
   • LoadPowerProfile
   • TaskMonitor

"No Windows-Only Modem Found" Error Message or Multiple Windows-Only Modems

After you upgrade to Windows 98/98 Second Edition and double-click the Windows-only modem icon in Control Panel, you may receive the following error message: Also, if you view your Windows-only modem in Device Manager, you may notice multiple Windows-only modem entries.

This issue can occur if your Windows-only modem is not using the most current setup information (.inf) file or device driver. To resolve this issue, view the following article in the Microsoft Knowledge Base:

Dial-Up Networking "Error 630" Error Message

When you attempt to use Dial-Up Networking, you may receive the following error message: 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.

Dial-Up Networking "Error 633" Error Message

When you attempt to use Dial-Up Networking, you may receive the following error message: 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:

Dial-Up Networking "Error 745" Error Message

When you attempt to use Dial-Up Networking, you may receive the following error message: 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:

Other Troubleshooting

In general, if your modem passes a diagnostics test, the issue is usually with the specific program or component that you are trying to use, and not with your modem or the modem driver.

To verify that the modem can pass a diagnostics test:

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Modems, and then verify that your modem is listed on the General tab.
   
   NOTE: If your modem is not listed, the driver is not installed properly or at all, and your modem cannot be tested. If this is the case, follow the steps in the " Verify Modem Type and Model" section in this article to install the modem driver.
3. Click Diagnostics, click the COM port to which your modem is attached, and then click More Info.
   
   NOTE: If the More Info dialog box is displayed without an error message but you do receive a series of AT commands and responses, the modem has passed a diagnostics test.

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, it may be an issue with TAPI, or the Telephon.ini file may be absent or damaged. To resolve this issue, view the following articles in the Microsoft Knowledge Base:

Program-Specific Issues

If the modem passes a diagnostics test and works with some programs but not with others, it is probably an issue that is specific to the program. Programs can be broken down into two categories, 16-bit programs and 32-bit programs:

• 16-bit programs:
  
  16-bit programs access the COM port directly. To test if there is direct communication with the COM port:
  
  
  1. Click Start, point to Programs, point to Accessories, point to Communications, and then click HyperTerminal.
     
     If HyperTerminal is not installed on your computer, view the following article in the Microsoft Knowledge Base for more information about how to install additional components:
     188125  (http://support.microsoft.com/kb/188125/EN-US/ ) Windows 98/98 Second Edition Components for Typical, Portable and Compact Setup
  2. Double-click Hypertrm, type test in the Name box, and then click OK.
  3. In the Connect Using box, click Direct To Comx (where x is the serial port number to which the modem is connected), and then click OK.
  4. In the Bits Per Second box, click 9600, and then click OK. You can view the "Connected h:mm:ss" message on the status bar in bottom-left corner of the HyperTerminal window.
  5. Type at, and then press ENTER. You receive an "OK" message.
  If you receive the "OK" message, HyperTerminal is accessing the COM port directly. If your 16-bit program still cannot communicate with the modem on that COM port, contact the program manufacturer. If you receive a "Can't open port" or "Port already open" error message after step 4, there is a hardware issue, a resource conflict, or another program (such as a fax or voice mail program) that has control of the COM port. For additional troubleshooting steps, view the "'Could Not Open Port' Error Message" section in this article.
• 32-bit programs:
  
  If the modem works with HyperTerminal, Dial-Up Networking, and Phone Dialer, but not with another third-party 32-bit communications program, the issue is with the third-party program. For information about how to resolve the issue, contact the program manufacturer.