Advanced Dial-Up Modem Troubleshooting (Windows 95, 98, ME, and XP)

Before you begin
Step 1: Checking the connections
Step 2: Checking modem communication with the PC
Step 3: Testing external communication
Step 4: Resetting the modem and COM ports
Step 5: Resetting Internet Protocol settings
Step 6: Removing the ISP software
Step 7: Changing the modem initialization string
Step 8: Installing the original drivers
Related support
This document applies to Microsoft Windows 95, 98, Me, and XP.
This document contains advanced troubleshooting steps for modem and Internet connectivity problems. To troubleshoot basic modem problems, such as phone line connections and settings, go to Basic Modem Troubleshooting .
NOTE:
This document does not address Digital Subscriber Line (DSL) or cable modems. Contact your service provider or the manufacturer for cable or DSL modem support. You may also refer to the HP support document Resolving Cable or DSL Modem Internet Connection Problems .
Before you begin
Before beginning troubleshooting, clear away any obstructions around the computer and the phone connections. Also, have the following available:
Pen or pencil and paper
A working telephone cord that is 6 foot long (1.83m) or less.
A working telephone.
A working telephone connector (a wall jack).
NOTE:
If the telephone wall connection is more than 6 feet (1.83m) away, move the PC and monitor close enough to connect the telephone cord directly
An Internet Service Provider (ISP) or other modem service is required to troubleshoot problems connecting to the Internet. Make sure that an account has already been set up and a dial-in number is available.
Step 1: Checking the connections
When troubleshooting the modem, check the connections. Make sure the phone line has a good connection. For a detailed approach of how to check the connections, go to Basic Modem Troubleshooting .
Step 2: Checking modem communication with the PC
Verify that the modem is recognized in Windows using the following steps depending on your version of Windows:
Windows XP
Click Start, then Control Panel.
Click Printers and other Hardware, and then Phone and Modem options.
Select the Modems tab, and click the Properties button.
Select the Diagnostics tab, and click the Query Modem button.
The PC automatically runs a series of communication tests with the modem to determine if it is functioning properly.
If the modem is able to communicate with the PC, the More Info window appears with information about the modem. If this window appears, try to connect to the Internet. Proceed to the next step if the connection still fails.
If the modem fails to communicate with the PC, remove and reinstall the modem software. To remove the modem software, skip to Step 4: Resetting the modem and COM ports to remove and reinstall the modem software.
Windows 98/Me
From the desktop, click Start, Settings, then Control Panel.
Double-click the Modem icon, and then click the Diagnostics tab.
Select the COM port that lists the modem.
Click More Info. The PC automatically runs a series of communication tests with the modem to determine if it is functioning properly.
If the modem is able to communicate with the computer, the More Info window appears with information about the modem. If this window appears, try to connect to the Internet. Continue to Step 3 if the connection still fails.
If the modem fails to communicate with the PC, remove and reinstall the modem software. Skip to Step 5 .
Figure 1: COM Port More Info window
Step 3: Testing external communication
If the modem was able to communicate with the PC, the next step is to see if it is able to communicate outside of the PC. Use the following instructions depending on how many phone lines you are using in the same location with the PC:
Using one phone line for calls and the modem
Follow these instructions to create a new connection in HyperTerminal and test the modem:
Click Start, Run, and type the following into the Open field: hypertrm.
Click OK.
The Connection Description window appears. If a Default Telnet window appears, click No.
Click Cancel on the Connection Description window.
Click inside the blank area of the Hyperterminal window and type the following commands:
NOTE:
Characters may not show in the hyperterminal window when typed.
Type ATZ and press Enter.
The word OK should appear. The modem is reset.
Enter ATX0 (number zero, not letter O)
The word OK should appear again. This disables Dial-Tone Detection.
Type ATDT 123 ( do not press Enter).
Pick up a phone receiver that is on the same phone line as the modem and listen.
Press the Enter key.
The modem attempts to open the phone line and dial the numbers one, two, and three.
If you can hear the dialing tones from the modem in the phone receiver, the modem is able to dial out. Continue to Step 4: Resetting the modem and COM ports .
NOTE:
It is normal for a No Carrier message to appear. Close all windows and click Yes to the disconnect message. The modem is dialing and indicates that the modem is working. Check for software problems, skip to Step 4: Resetting the modem and COM ports .
If you do not hear dialing tones, the modem needs to be reseated into a different PCI slot and tested. If the modem does not work after reseating the modem into a different PCI slot, the modem should be replaced. For more information on how to reseat or replace the modem, refer to the HP support document Removing and Installing a PCI Modem .
Two or more phone lines (includes a cell phone)
Follow these instructions to create a new connection in HyperTerminal and test the modem:
NOTE:
The following steps make a toll-free call to a test server in the United States. This number is only applicable to residents of the United States.
Click Start, Run, and type the following into the Open field: hypertrm
Click OK.
The Connection Description window appears. If a Default Telnet window appears, click No
Figure 2: Connection Description window
Type HP test in the Name field and click OK.
The Connect To window appears.
In the Area Code field, type: 866
In the Phone number field, type: 6633665
Click OK, and then click Dial.
A line with the connection speed and a line requesting a login should appear.
If it does, the modem is able to send and receive information. The modem is working correctly and the issue is a software problem (Internet browser or connection software), or a problem with the local ISP connection. To troubleshoot ISP problems, go to Step 5 . To further troubleshoot software issues, look for the software that you using to connect in the related support section or by contacting the software vendor/ISP.
If the login name and password do not appear, continue to the next Step.
Step 4: Resetting the modem and COM ports
Use the following instructions to reset the modem software and the COM (communication) ports:
NOTE:
If your PC has Norton Antivirus 2005, before using these steps, disconnect the network cable and use MSConfig to prevent ccApp from loading in the Startup tab. After you have reset the modem software in the following steps, re-enable ccApp. For more information, refer to the HP support document Using Microsoft System Configuration (MSConfig) .
Restart the PC.
At the first screen, press the F8 key repeatedly until a Startup Menu appears (Windows Advanced Options Menu in Windows XP).
Use the up and down arrow keys to select Safe Mode and press Enter.
In Windows XP, a logon screen appears. Click Administrator, and enter the administrator password. If you are not using an administrator password, press Enter.
In Windows 98 and ME, Windows opens into the desktop in Safe Mode.
In Windows XP, click Start, right-click My Computer, and select Properties.
In Windows 98 and Me, right-click the My Computer icon on the desktop, and select Properties.
In Windows XP, click the Hardware tab, and then click the Device Manager button.
In Windows 98 and Me, click the Device Manager tab.
In Device Manager, click the plus sign ( +) next to modems unless the minus sign (-) is already showing
Highlight each listed modem one at a time and press the Delete key. If multiple modems exist, repeat this step for each modem. Do not restart the PC.
Click the plus sign ( +) next to Ports (COM & LPT).
NOTE:
Some PCs will not have COM ports. If so, continue to step 11.
Highlight Communications Port (COM1), and press the Delete key. Click OK to confirm device removal. Do the same for all remaining com ports (COM2, COM3, etc
Close Device manager, shut down the PC, and wait for about three seconds.
Turn the PC on.
A message similar to the following may appear while the PC restarts: Windows has detected new or added hardware. It may be necessary to click Yes or OK. Windows is using Plug and Play to detect the modem and reinstall the modem driver. Do not cancel out of this process.
Open Device Manager again and see if the modem is listed.
If the modem is listed, try connecting to the Internet again. If there are still problems with the modem, continue to the next Step.
If the modem is not listed, remove the modem and reinsert it into another PCI slot that is known to work. For information on how to do this, consult the User's Guide or use the HP support document Removing and Installing a PCI Modem .
Step 5: Resetting Internet Protocol settings
Perform the steps in this section to "reset" your Internet Protocol settings in Windows XP. If you are using a previous version of Windows, this is accomplished by removing and reinstalling the dial-up connection (see the next section on Removing the ISP software).
In Windows XP, click Start, and then Run.
Type the following into the Open field: netsh int ip reset c:\resetlog.txt
Click OK.
Restart the PC and try to log on and browse the Internet. If the problem persists, continue using these steps.
If you have Windows XP Service Pack 2 or later, click Start, Run and enter the following into the Open field: netsh winsock reset.
If you do not have Service Pack 2, perform all of the following steps to remove and restore the winsock files:
CAUTION:
The following steps involve editing the registry. Make sure that you have created a restore point or that the registry is backed up before continuing. For more information, refer to the HP support document Backing Up, Editing, and Restoring the Windows Registry .
Click Start, Run, and type the following into the Open field: regedit
Click OK. A registry Editor appears.
Find the Winsock and Winsock2 keys using the following steps:
Click the plus sign (+) next to HKEY_LOCAL_MACHINE and find the subkey named SYSTEM.
Click the plus sign (+) next to SYSTEM and find the subkey named CurrentControlSet.
Click the plus sign (+) next to CurrentControlSet and find the subkey named Services.
Click the plus sign (+) next to Services and find the subkeys named Winsock and Winsock2.
Click Winsock, press the Delete key, and click Yes to confirm the removal of the key.
Click Winsock2, press the Delete key, and click Yes to confirm the removal of the key.
Close the Registry Editor window and restart the PC.
NOTE:
You must restart the PC. Close any error messages that may appear.
Click Start, Control Panel, click Network and Internet Connections, click Network Connections, and right-click the network connection you use to connect to the Internet.
Right-click the network connection and select Properties.
Click Install, Protocol, Add, Have Disk, and type the following into the field: c:\windows\inf
Click OK and select Internet Protocol (TCP/IP) from the list of available protocols.
Click OK and close any other open windows.
Restart the PC and try to log on and browse the Internet. If the problem persists, continue using these steps.
Step 6: Removing the ISP software
Improperly upgrading, removing, or installing ISP software can cause connection issues. If there are persistent problems with connectivity or a slow connection using one particular ISP, removing and reinstalling the ISP software can solve the problems.
NOTE:
Before beginning this procedure, write down all e-mail addresses or distribution lists and put them in a safe place. The e-mail addresses may be deleted when the ISP software is removed.
In Windows XP, click Start, and then Control Panel.
In Windows 98 and Me, click Start, Settings, and then Control Panel.
In Windows XP, click Network and Internet connections and then click Network connections, right-click the connection icon for your ISP and select Properties.
In Windows 98 and Me, double-click the Network icon.
The Network connections window appears.
Figure 3: Network Connections window, Configuration tab
Select the following items and click Remove or Uninstall (XP). Remove each item one at a time.
Any item with the words "Dial-Up Adapter"
All TCP/IP Adapters that have your ISP's name next to them
After the removing the items, click OK.
In Windows XP, return to the Network and Internet Connections window and click Set up or change your Interent connection.
In Windows 98 and Me, Return to the Control Panel window and double-click the Internet Options icon.
The Internet Properties window appears.
Click the Connections tab.
Figure 4: Internet Properties window, Connections tab
Select each connection, and click Remove.
After removing the Dial-up settings, click OK.
In Windows XP, click Start, and then Control Panel.
In Windows 98 and Me, click Start, Settings, and then Control Panel.
Double-click Add/Remove Programs and remove any software that pertains to the name of your Internet Service Provider. This is done by clicking the Remove, or Change / Remove button next to the name.
Continue removing the software from you Internet Service Provider until all related software has been removed.
Close all windows and restart the PC.
Reinstall the ISP software according to the directions from the ISP. To install the original drivers that came with your HP Pavilion, go to the next step.
Step 7: Changing the modem initialization string
The steps below adjust the way the modem connects to your Internet service provider (ISP). AOL (and other major ISPs) may have software that does not allow changing the initialization string in the same way that this document describes. Contact the ISP's support to find out how and when to adjust initialization strings using their software and if any special adjustments are common for your area.
In Windows XP, click Start, Control Panel, and click Printers and Other Hardware. In Windows 98 and Me, click Start, Settings, and Control Panel.
In Windows XP, click Phone and Modem Options.
In Windows 98 and Me, double-click the Modems icon.
NOTE:
In Windows Me, if the Modems icon is not in the right side of the window, click View All Control Panel Options on the left side to make the icon appear.
In Windows XP, click on the Modem tab, select your modem from the list and then click the Properties button.
In Windows 98 and ME, select the modem used. If there is more than one modem, click the Properties button and then the Connection tab.
In Windows XP, click the Advanced tab.
In Windows 98 or ME, click the Advanced button.
Type the following in the Extra settings field:
AT&F&C1&D2&K3+MS=V34
Click OK, OK, and then close any other open windows.
Connect to the Internet to test the connection.
Step 8: Installing the original drivers
Click the following link for information on how to find and restore your HP Pavilion's original modem software and drivers:
Restoring Original Drivers and Software
Related support
Removing and Installing a PCI Modem
Resolving Internet Explorer Issues
Resolving Internet Connection Problems with AOL
Resolving Internet Connection Problems with MSN
Resolving Cable or DSL Modem Internet Connection Problems