Problems Connecting to the Internet; Dial-Up Modem Troubleshooting (Windows 95, 98, ME, and XP)

This document applies to Microsoft Windows 95, 98, Me, and Windows XP.

This document contains solutions for the most common modem problems. Connection problems might result from poor phone transmission lines, bad phone jacks, high traffic on Internet Service provider phone lines, or modem drivers and software that are incorrectly configured. This document helps resolve these types of problems.

NOTE:
This document does not address Digital Subscriber Line (DSL) or cable modems. If you are using a DSL or Cable modem, refer to Resolving Cable or DSL Modem Internet Connection Problems .
Before you begin
You will need the following items to resolve your problem:
A working telephone cord that is 6 foot long (1.83m) or less (RJ11).
A working telephone (analog).
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) so you can connect to the Internet. Your account should already be set up, with a dial-up number readily available.
A printout of this document
Click the topic below that most closely matches your situation:
I cannot connect at all (go to Step 1).
I can connect to my ISP but get disconnected or have other problems (go to Step 3).

Step 1: Checking phone line quality

Checking phone line quality may help resolve intermittent disconnects and slow modem transfer rates. Turn off devices that use radio waves (such as 900 MHz phones) and complete the following steps:
Unplug the phone line from the back of the computer and connect it to a normal analog telephone (not digital) so that the telephone cord runs from the wall jack directly into the telephone. Make sure the telephone cord is not wrapped around any other wires and is not near home stereo speakers. Lift the phone receiver and check for a dial tone.
NOTE:
How can you tell if your phone system is analog or digital? Look at the back of the telephone connected to it. If the phone has an RJ11 (only two or four contacts) connection and a Ring Equivalence Number (REN) listed underneath, the phone and the line are probably analog. If you need to dial "9" for an outside line and/or the phone uses a tone for a ring, the phone is probably digital. This article does not address digital phone systems as they are not designed to work with dial-up modems.
If there is no dial-tone connect the telephone cord to another wall connection.
If you still cannot hear a dial tone, the telephone cord may be bad. Replace the telephone cord and try again. If you continue to hear no dial tone after replacing the telephone cord, contact your telephone company to check the telephone line and wall connections.
If you get a dial tone after replacing the telephone cord, or after fixing the wall connection, then continue with these steps. If you still get no dial tone after all these external hardware checks have been tried, then continue at Step 2: Checking the modem connection
If you hear dial tone, check the telephone line for quality. Dial a friend and listen for static or other voices on the line. If the connection appears normal, then continue at Step 4: Fixing no dial tone issues . If you can hear other voices or static, there may be a problem with your telephone lines. Contact your telephone service provider to repair the line.
Using your telephone, call the number your ISP gave you to connect to the Internet. You should hear high-pitched squealing noises if the ISP accepts the call (the noises are tones that the ISP uses to connect to modems). If the line is busy or stays silent, make sure you dialed the correct number. If you dialed the right number and you still cannot connect, continue at Step 5: Contacting the ISP

Step 2: Checking the modem connection

You may have a connection problem between your phone line and the modem. This step will determine if this is the case.
Remove all other devices that use the same telephone number as the modem (answering machine, fax machine, caller ID box, etc...). These devices may weaken the telephone line signal going to the modem.
Check the back of your PC to make sure the telephone cord is connected into the telephone Line-in jack.
NOTE:
The Ethernet LAN connector is wider and used for a LAN, DSL or cable modem connection. The LAN connector is sometimes confused with the telephone Line-in jack. The telephone line-in jack is usually near the bottom of the PC, and may be colored green.
Figure 1: Modem jacks
1 - Telephone-out jack
2 - Line-in jack
NOTE:
Some PCs have one Line-in connector. Some Line-in connectors are labeled as “Wall” or “Telco” while others are labeled with graphics.
If the PC is on, turn it off:
In Windows XP: click Start, Turn Off Computer, and Turn Off.
In Windows 95/98/Me: click Start, Shut Down, and Shut down.
Wait a minute before turning the PC back on.
When Windows opens, try connecting to the ISP.
If the modem can connect to the ISP, your modem works. You are finished.
If the modem connection is disconnected, Step 3: Turning off call waiting .
If the modem connection cannot connect, continue at Step 4: Fixing no dial tone issues .

Step 3: Turning off call waiting

Sometimes your Internet connection will end because someone called while you were online and you have call waiting. This can be true even if you are using the modem-on-hold feature. Turn off call waiting before you connect to the Internet to resolve this problem. (If you know that you do not have call waiting, click here to continue at Step 4: Fixing no dial tone issues
Choose your version of Windows below and follow the instructions:
Windows 98 and Windows Me
Click Start, Settings and Control Panel.
Double-click the Modem icon (looks like a phone).
NOTE:
If you don't see the Modems icon in Windows Me, click View All Control Panel Options.
Click the Dialing Properties button to open the Dialing Properties window.
Select To Disable Call Waiting, Dial: and select *70, 1170, or 70# from the drop-down box next to that line of text or type in the number sequence that your phone service requires for disabling call waiting.
Click Apply.
Click OK and close the Control Panel window.
Windows XP
Click Start, Control Panel, Printers and Other Hardware and Phone and Modem Options.
Click the Edit button on the Phone and Modem Options window.
Select To Disable Call Waiting, Dial: and select *70, 1170, or 70# from the drop-down box next to that line of text or type in the number sequence that your phone service requires for disabling call waiting.
Click Apply.
Click OK.

Step 4: Fixing no dial tone issues

Sometimes you may receive an error message about not finding a dial tone. This may occur because the signal on the line is too weak, the modem checks for dial tone too early, or the modem hardware is bad and cannot open a connection. This step will resolve these problems.
First: If you have voicemail, use a telephone to check for unheard voicemail. Be sure to either archive or delete the voicemail so the system knows you listened to it.
Second: Use the following steps to check that the phone line has tone and that the modem can dial out (without having to open the phone line itself):
Restart the PC.
Pick up a nearby phone handset that is attached to the same phone line (same phone number that the modem is using) and listen for the dial tone.
NOTE:
If you don't see the Modems icon in Windows Me, click View All Control Panel Options.
Make sure that the phone line is not currently being used.
Try to connect to the Internet (dial your Internet Service Provider) while listening to the handset.
Once you hear the modem start to dial, hang up the handset.
If the modem connects, continue using this section to remove dial tone checking. This should allow the modem to blindly dial the ISP and connect.
If the modem does not dial, go to the Advanced Modem Troubleshooting page to help further determine if the modem is actually defective.
To remove dial tone checking, choose your version of Windows below and follow the instructions:
Windows 98 and Me
Click Start, Settings and Control Panel.
Double-click the Modem icon (looks like a telephone).
Click the Properties button.
Click the Connection tab at the top, and then click the Advanced button.
In the field below Extra Settings, type the following text at the beginning of the field: ATX0.
NOTE:
ATX0 removes dial tone checking. Make sure you type a number zero and not a letter O.
Click OK and close all other open windows.
Prior to testing the connection, edit the ISP dial string by adding five commas in front of the ISP phone number.
If your problem is still occurring, go to the next step or to Related support for a topic that might help.
Windows XP
Click Start, Control Panel, Printers and Other Hardware and Phone and Modem Options to open the Phone and Modem Options window.
In the Phone and Modem Options window, click the Modems tab to display a list of modems.
Click the modem in this list that is present in your PC and click the Properties button at the bottom of the window to open the Modem Properties window.
In the Modem Properties window, click the Modems tab.
in the Dial Control section, remove the check mark next to Wait for dial tone before dialing by clicking it.
Click OK at the bottom of the Modem Properties window to close it.
Click the X in the upper right corner of the Phone and Modem Options window to close it, and then click the X in the upper right corner of the Printers and Other Hardware window to close it.
Prior to testing the connection, edit the ISP dial string by adding five commas in front of the ISP phone number.
If your problem is still occurring, go to the next Step or to Related support for a topic that might help.

Step 5: Contacting the ISP

If you are still having issues connecting to the Internet, it is possible that your ISP software is configured improperly for your modem. Consult your ISP for help with configuring their software. Or, try an alternate ISP. Log on to another ISP and see if the connection speed improves or your ability to connect is increased. You may also want to try the following step.
Step 6: Advanced modem troubleshooting
If none of the above steps solved your problem, you may need to do some additional troubleshooting. Go to the Advanced Modem Troubleshooting page to helpfer to the "Related support" isolate and resolve most modem issues. For specific modem issues, refer to the "Related support" section below.

Resolving Sound Problems in Windows 98, ME, and XP

Step 1: Determining the Sound Problem

To begin troubleshooting select a symptom from the list below that best describes the sound problem. The link that you select will take you to a section within this document or to another HP support document.
Low sound volume from speakers
You cannot hear any sound coming from the computer speakers, start at Step 2
Sound driver needs updating
Sound can be heard, but is not working properly or you are hearing static or strange noises coming from the speakers, start at Step 5
Problems connecting and configuring speakers
Microphone and line-in problems
Problems with digital or SPDIF audio
No sound when playing a music CD
No sound after resuming from hibernation in Windows XP
Error: No Audio Device Found
Error: There are no active mixer devices available

Step 2: Checking volume and mute settings

The volume setting for one or more sound devices might be disabled or set too low. Use the following steps to adjust volume and check mute settings:
If you have powered speakers, be sure that they have power and are turned on.
If there is a volume control knob with the speakers, set it to halfway.
Double-click the volume icon in the taskbar (located near the clock).

Figure 1: Volume icon in taskbar

NOTE:
If the volume icon is missing from the taskbar, click Start, Run, and enter mmsys.cpl into the Open field. Select Place volume icon in the taskbar if it is not selected. On the Volume tab, click the Advanced button in the Device Volume section to open the Master Volume window.
Remove all check marks from Mute boxes at the bottom of the Master Volume window and adjust the volume setting slide bars to a high position.

Figure 2: Master Volume or Volume Control window

Each time you click and release the Master Volume or Volume Control slidebar, a beep sound should come from the speakers.
If you can hear the sound caused by clicking the master volume slidebar, the problem should be resolved. If you are experiencing sound problems only with a specific software application, refer to the software's manufacturer Website for known issues or go to the next step.
If there is still no sound when you click the Master Volume or Volume Control slidebar, go to the next step.

Step 3: Verifying connections

Use the following steps to verify that the sound cables are properly connected from the speakers to the computer.
NOTE:
Some monitors contain built-in speaker. Your speaker may be part of your monitor.
Find and unplug any or all audio cables from the back of the computer.
Plug headphones directly into the speaker out connector on the back of the computer. The speaker out connector may have a symbol of a speaker or a circle with an arrow pointing out, or it may be labeled as "OUT".
Test for sound in Windows by double-clicking the volume icon in the taskbar and then clicking the volume control slide in the master volume section. Each time you click and release the master volume slidebar, a beep sound should be heard through the headphones.
If sound can be heard through the headphones, the sound hardware on the computer is working and the issue is most likely related to the speakers or the speaker cables. Disconnect the headphones and reconnect the speakers. When done, test again for sound using the same steps as above with the volume control slides. If sound still cannot be heard after reconnecting the speakers, try replacing the speaker cable (if possible) or speaker fuse .
If sound cannot be heard through the headphones, ensure that you are connecting the headphones into the correct connector and try again. Refer to the following graphic examples for assistance. If there is still no sound, continue to the next step when you are sure the headphones are connected to the correct audio connector on the back of the computer.

Figure 3: Example of computers with 3 rear audio connectors

1 - Microphone connector
2 - Line-out connector (to front powered speakers or headphones)
3 - Line-in connector
NOTE:
On some computers the microphone connector on the computer can be configured as the Center/Subwoofer-out and the Line-in connector can be configured as the Rear Speaker-out by using the Sound Manager software.

Figure 4: Example of computers with 6 rear audio connectors

1 - Side speaker out
2 - Rear speaker out
3 - Center and subwoofer out
4 - Microphone
5 - Line-out (to front powered speakers or headphones)
6 - Line-in

Step 4: Enabling Windows Audio Service in Windows XP

If your computer does not have Windows XP, skip this step.
If you are experiencing no audio, the Windows Audio Service may have been disabled or set to manual. You may also see the messages There are no active mixer devices available or No Aduio Device Found. To fix these errors, enable the Windows Audio Service by following these steps:
Click Start, Run, and enter services.msc into the Open field.
A services window opens.
Scroll down the list of services and find Windows Audio.
Right-click Windows Audio and select Properties.

Figure 5: Windows Audio Properties selection

Select Automatic from the dropdown list, and click Start to start the audio service.
Figure 6: Startup type and Service status
Click OK and test for sound using the same steps as above with the volume control slides.
If sound is now restored, a software program may have disabled Windows Audio or is preventing Windows Audio from automatically starting when Windows opens. If your computer continues to experience no sound after restarting the computer, repeat these steps to re-enable the Windows Audio Service.
If you still cannot hear sound, continue to the next step.

Step 5: Updating the audio driver

If the computer is experiencing sound problems after upgrading Windows or is experiencing sound problems in a particular software program, an updated audio driver may resolve the problem.
Find and install audio software for your HP or Compaq computer. Go to the HP Software download page and enter the specific model number for your computer. The specific model number for your computer can be found on a serial label adhered on the back of the computer or you can find out how to find your model number by reading one of the following support articles below:
HP Pavilion and Media Center Desktop PCs - How Do I Find the Model Number?
Compaq Presario Desktop PCs - How Do I Find My Model Number?

Figure 7: Example of an audio driver update from HP

If you cannot find an updated audio driver from the HP Web site, you can search the Internet. Use the following steps to find the name of your sound hardware and to search the Internet for available sound drivers:
CAUTION:
The following steps involve installing software that may not have been tested by HP. Downloading and installing software from other Web sites may resolve the problem but there is also a risk that it may not work correctly with your HP designed system.
Click Start, Run, and enter msinfo32 into the Open field.
Click the plus sign next to Components.
Select Sound Device and write the name of the sound device and the name of the manufacturer on paper.

Figure 8: System Information: Sound Device Name

Open your Internet browser software (Internet Explorer, Netscape, Firefox, or similar) and browse to your favorite search site.
Search the Internet using the terms "sound", "driver", and key words from the name of the sound device, and the name of the manufacturer.
For example, searching the Internet for a Creative Audigy sound sound device using the words "sound", "driver", "creative", and "audigy" may bring up a "Customer Support: Downloads" page where the latest software for Creative's sound devices can be downloaded and installed.
Review the Web pages that are found from the list of search results that correspond to the manufacturer of the sound device.
Some popular web sites that host audio driver downloads are:
Creative's support downloads: http://us.creative.com/support/downloads/ (in English)
Realtek's support site: http://www.realtek.com.tw/downloads/ (in English)
Install the updated sound driver per the manufacturer's instructions and test for sound.
If the sound problem still exists or you cannot find a an updated sound driver, continue to the next step.

Step 6: Restoring the original audio driver

Files and settings for your sound card may have changed and could be causing the sound problem.
Use the HP or Compaq application recovery process to restore the audio driver to their original files and settings. You can find the software program in the start menu under either HP Tools, HP Help & tools, Compaq, or Compaq Tools. For more information, refer to Using Application Recovery (Windows 9x, Me, and XP) .
NOTE:
If you have upgraded Windows on your HP or Compaq computer, you may not be able to use this application recovery process or it may not be available. If so, skip this step.
Restart the computer after restoring the audio driver software and test for sound. If there is still no sound, continue to the next Step.

Step 7: Configuring On-board Audio in the BIOS

Some computers come with sound on the motherboard (on-board audio), some come with a sound card, and some come with both on-board and a sound card.
The on-board audio setting in the BIOS must be set according to match your particular audio hardware configuration. Perform one of the following sets of steps depending on whether you want to reset the BIOS to it's factory default settings or only adjust the on-board sound setting:

Step 1: Reset the BIOS

This step resets the On-board Audio setting to automatic for most HP and Compaq desktop computers. If you would like to keep your current BIOS configuration or resetting the BIOS to default setting does not help, continue to Step 2: Change the on-board sound setting in the BIOS.
To enter the BIOS, turn on the computer and press the F1 key repeatedly until a BIOS Setup screen opens.
NOTE:
On certain Compaq Presario computers (prior to 2002) press the F10 key instead of F1.
In the BIOS Setup screen, press the F5 key.
Select Yes or OK (press the Enter key).
Press the F10 key. Select Yes or OK to save the default settings (press the Enter key).
Start Windows and check for sound. If there is still no sound, go to the next step.

Step 2: Change the on-board sound setting in the BIOS

Use this step to make sure the On-board Audio setting in the BIOS matches the setting required by your sound hardware configuration.
Look at the back of the computer and use one of the following three configuration examples to help you determine your sound configuration and the required BIOS sound setting. Read all three items before making your choice.
Configuration A (On-board Audio): If the sound connectors for the speakers and microphones are located next to the parallel, serial, or USB ports, then the computer has On-board Audio. The On-board Audio setting in the BIOS should be Enabled.

Figure 9: On-board Audio configuration

Configuration B (Soundcard): If the sound connectors for the speakers and microphone are located away from the parallel, serial, or USB ports, the computer has a soundcard. If the BIOS has an On-board Audio setting available, the On-board Audio setting in the BIOS should be Disabled. If the BIOS does not have an On-board Audio setting, you do not need to change a BIOS setting, skip to

Step 8: Removing sound drivers in Safe Mode.

Figure 10: Soundcard configuration

Configuration C: If the computer has sound connectors in both locations the on-board sound setting in the BIOS should be Disabled.
To enter the BIOS, turn on the computer and press the F1 key repeatedly until a BIOS Setup screen opens.
Use the Left and Right Arrow keys to select the Advanced tab.
Find and select the advanced menu items that correspond to audio. This may be one of the following:
Onboard Audio
Onboard Audio Options
I/O Device Configuration
On-Board Sound
Audio
Audio Codec

Figure 11: Example of Onboard Audio menu
Select either Enabled or Disabled depending on your configuration and press Enter.

Figure 12: Example: Onboard Audio Enabled
Press the F10 key and then press Enter to save and exit.
Windows opens.
Check for sound.
If you can hear sound, you are done.
If there is still no sound, shut down the computer and continue using these instructions.
Once the computer is completely shut down, unplug the computer power cable and then press the PC power button for 20 seconds.
Plug the power cable back in.
To enter the BIOS, turn on the computer and press the F1 key repeatedly until a BIOS Setup screen opens.
Press the F5 key, select Yes.
Press the F10 key and then press Enter to save and exit.
Windows opens.
Check for sound. If there is still no sound, go to the next step.

Step 8: Removing sound drivers in Safe Mode

Turn on the computer and press the F8 key repeatedly until a menu appears.
Select Safe Mode and press Enter.
In Windows XP, click Start, and right-click My Computer.
In Windows 98 and Me, right-click the My Computer icon on the Windows desktop.
Click Properties from the list that appears.
In Windows XP, click the Hardware tab, then the Device Manager button.
In Windows 98 and Me, click the Device Manager tab.
Click the plus sign ( +) next to Sound, video and game controllers.

Figure 13: Sound reference in Device Manager
Right-click a sound device name to be removed from the list. Do not remove Audio Codecs, Video Codecs, or Legacy Audio Drivers..
Select Uninstall or Remove.
Continue removing sound devices until all are removed except Audio Codecs, Video Codecs, or Legacy Audio Drivers.
NOTE:
If your audio device is a combination sound-modem card (named with riptide or conexant combo in the list), remove items with riptide or canexant under the Modem section.
Click OK.
Close all programs, restart the computer, and go to the next Step.

Step 9: Reinstalling the sound drivers

Windows should find new sound hardware. If Windows does not find any new hardware, refer to: Restoring Original Drivers and Software to reinstall the original drivers.
If a window appears stating that it needs help finding a particular file, browse and select the file using each of the following path names until the file is found:
C:\Windows\inf
C:\Windows\options\cabs
C:\Windows\system
C:\Windows\system32
C:\Windows\I386
Click Continue Anyway on any Digital Signature Verification windows that appear.
Restart the computer and test for sound. If no sound is heard, remove and seat the sound card into a different slot. Use the support document Replacing or Adding a Sound Card for assistance.

Step 10: Inspecting speakers and fuses

If you have powered speakers, check to see if the power cord is connected and that the speakers are receiving power.
Many powered speakers, especially speaker systems with subwoofers, have fuses. If there is no sound coming from the speaker, not even a humming noise, remove and replace the fuse. Even if you do not think that the fuse has blown, it is a good idea to swap the fuse to make sure. If the fuse is still good, you will have a backup fuse in case one blows.
Turn off the power to the subwoofer and unplug the power to the speakers.
Remove the fuse cover and then the fuse and look through the glass cylinder. If you see a wire inside that has been separated, dark spots, or burn marks, the fuse has been blown and needs to be replaced. If the fuse looks good, swap the fuse anyway and keep the old one as a spare.
It is a good idea to take the old fuse to the electronics store when purchasing the new fuse. This way, you can use the old fuse to make sure that matches the new fuse at the store.
Install the new fuse, replace the fuse cap, apply power, turn the speakers on, and test for sound.
To prevent damage to your speakers and to prevent fuses from blowing in the future, keep the following items in mind when using your computer:
Turn the speaker volume control off before applying power to the speakers.
Just like a high-quality home stereo system, it is not good to raise the volume more than half the range of the control knob. Doing so, reduces the quality of the sound and makes it much harder on the speakers. This happens because lower sound levels become raised to a peak level. Too much sound at one peak level stresses the speakers and causes sounds to overlap.
NOTE:
If the steps in this document failed to resolve your issue, the sound card may have failed. If your computer was purchased after 2001, it probably contains a software program called PC-Doctor. Use PC-Doctor to help verify sound card failures before calling support or repairing the computer. Use the HP support document " Using PC-Doctor to Verify Hardware Problems " to learn more about testing for sound card failures. If you receive an error code after running a test, you need to contact support for further assistance. Write the error code number down so that you can provide it to a support agent.
Resolving low volume problems
It is important to know the type of speakers that are compatible with your computer. You might be using the wrong type of speakers for your computer.
Check your computer audio connections and speaker type.
Non-powered speakers must be connected to an amplified sound connector on the computer (usually a blue or orange speaker-out connector). When non-powered speakers are used with a line-out connector on the computer, the volume will be much lower/softer than normal.
NOTE:
Most computers manufactured after 2000 do not have an amplified audio connector and require powered speakers.

Figure 14: Example of non-powered speakers and amplified sound connector (your connectors may look slightly different)
Powered speakers use a power adapter, power from the monitor, or batteries to amplify the volume. These types of speakers can connect into a line-out connector on the computer (usually green or gray connectors on the computer).

Figure 15: Example of powered speakers and line-out connector (your connector may look slightly different)
Once you know which type of speaker matches your computer's requirements, check volume and mute settings to adjust sound levels and test for sound.
No sound after resuming from hibernation in XP
Microsoft has released a hotfix to address this issue. For more information refer to the Microsoft support article Sounds do not play after you resume Windows from hibernation on a computer that is running Windows XP Service Pack 2 (in English).
Related support
No Sound When Playing a Music CD
Obtaining Software and Drivers .
Installing and Configuring Speakers
Using Digital Out or SPDIF Audio
Using Sound Effect Manager