RKD Help for checking and testing your Dialup Modem

On this page you should be able to check your dial-up modem is set-up and test your modem. We have added some links to other pages at the bottom or you can E-mail our help team.

What this page covers.

Common error messages.

Screen shots for checking your modem and testing it.

Hints and tips.

 

Common error messages.

Here is a list of common error messages you may get from your modem.

Error Code

Error Message

Course of action

630

Error 630 the computer is not receiving a response from the modem. Check that the modem is plugged in and if necessary, turn the modem off and then turn it back on again.

This behaviour can occur if you are using any type of service provided by your phone company that utilises distinctive dial tones. These types of systems answer incoming calls at a specified number of rings and automatically takes messages for you. When a message is received the service informs you of a stored message by beeping the dial tone when you pick up the line. Once the beeping has stopped, you can dial out normally. The modem detects this as no dial tone or a failed response.

680

No dial tone

Telephone line is plugged into the wrong jack or not plugged in at all. Telephone line should be plugged into LINE or WALL and optionally phone into PHONE.

Modem may have been damaged from power surge (usually electrical storm).

Disable wait for dial tone before dialling in Start>Control panel>switch to classic view>Phone and Modem options>Modems>Properties (for the correct modem) >Modem>remove checkmark under Dial control.

Too many devices on line (usually max of 4 devices on BT). Try unplugging devices that may cause interference.

Phone line is digital and does not support modems (PBX). Need analogue line installed.

Voice mail system may give stuttering dial tone to indicate new message. Add commas before phone number to be dialled (example: ,,,,2785620).

Incorrect phone cord type.

This behaviour can occur if you are using any type of service provided by your phone company that utilises distinctive dial tones. These types of systems answer incoming calls at a specified number of rings and automatically takes messages for you. When a message is received the service informs you of a stored message by beeping the dial tone when you pick up the line. Once the beeping has stopped, you can dial out normally. The modem detects this as no dial tone or a failed response.

692

Error 692 Hardware failure in port or attached device.

This behaviour can occur if you are using any type of service provided by your phone company that utilises distinctive dial tones. These types of systems answer incoming calls at a specified number of rings and automatically takes messages for you. When a message is received the service informs you of a stored message by beeping the dial tone when you pick up the line. Once the beeping has stopped, you can dial out normally. The modem detects this as no dial tone or a failed response.

0x800CCC0E

Message: Outlook Express could not post your message. Message: Your 'alt.internet.providers.uk.free' folder was not polled for its unread count. Message: Header download for the 'freeserve.help.windows.misc' folder did not complete. Socket Error 10060, Error Number: 0x800CCC0E

If you have Caller Line ID on your phone line please see OE sections by clicking BACK.

0x800CCC13

Message: Your 'freeserve.help.windows.misc' folder was not polled for its unread count. Account: 'news.freeserve.net'

Server: 'news.freeserve.net' Protocol: NNTP Port: 119 Secure(SSL): No Error Number: 0x800CCC13

0x800CCC14

Message: Your 'alt.internet.providers.uk.free' folder was not polled for its unread count. Account: 'news.freeserve.net'

Server: 'news.freeserve.net' Protocol: NNTP Port: 119 Secure(SSL): No Error Number: 0x800CCC14

Disconnects moving between I.E. & OE

Start, Control Panel, Switch to classic view, Internet options, Connections - ensure dial whenever a network connection is not present is checked.

Modem is Busy or Not Responding (Port Already Open):

Turn off computer for a minute, restart and try again. In case modem did not hang up properly. Remove modem cable from back of PC and reconnect. Check for fax software (Like Windows XP fax tools) or other communications software running Close all software except Explorer & Taskman by holding down CTRL+ALT+DEL to get task manager, click processes.  Un tick show processes from all users.  Under User name ignore items that say SYSTEM, LOCAL SERVICE and NETWORK SERVICE.  Under Image name ignore EXPLORER.EXE and TASKMAN.EXE.  With anything else (e.g Image name:Realplay, User name:John) click the image name then click end process and YES.  Then try to connect - if a connection is possible leave to client to resolve Make sure the modem is installed correctly and if external connected correctly. Make sure only one modem installed (Start, Control Panel, Switch to classic view, Phone and Modem options, Modems). If you still have a problem contact your PC help line.

Unwanted disconnections may occur for a variety of reasons.

Disable call waiting. The interrupt designed to notify a caller of an incoming call would cause an on-line modem to disconnect. The interrupt needs to be turned off to prevent unwanted disconnections. (Start, Control panel, Switch to classic view, Phone and modem options, Edit, add check mark to "To disable call waiting dial" - In the box add #43#,,

 

Have you always had this problem?

Interference on Local Phone Loop. Devices attached to the local phone loop may cause interference in the line. The interference can cause disconnections. Remove all devices from phone loop and try a connection. Caller ID boxes seem to be a big contributor of interference. Too many phones & answering machines may also produce enough interference to cause disconnections. Avoid damaged phone cords and line splitters.

Recent development?

Screen Savers – disable them!

What has changed on the system?

Check telephone cable is not loose.

New modem?

Programs running in background which may cause low memory.

New devices on phone loop?

Make sure error control is enabled. Also, check that the maximum speed is not set too high. An excessive number of errors in the data may lead to modem interpreting loss of carrier.

Other phone extensions picked up.

If someone else picks up another extension on the same phone line or attempts to dial in on the same line, this may cause the modem connection to be dropped.

Call waiting?

Start, Control panel, Switch to classic view, Phone and modem options, Edit, add check mark to "To disable call waiting dial" - In the box add #43#,,  Disable ‘Idle time before hang up’. Start, Control panel, switch to classic view, Network connections, Right click your connection and properties, Options.

Caller ID?

Reinstall TCP/IP - Click BACK and look at 'Network Components'.

May need to reinstall or upgrade modem driver

Computer you are dialling is not answering. Try again later.

Your ISP may be busy – wait 15-30 seconds and try again.

Make sure modem is plugged in properly to wall jack.

Enable ‘Redial if line is dropped’ and increase 'Redial attempts' and 'Time between redial attempts'. Start, Control panel, switch to classic view, Network connections, Right click your connection and properties, Options.

Check the phone number. Is it correct? Try an alternative number if possible.

Your modem may be dialling incorrectly (too fast). Add a few commas before the number in the number to be dialled box. Use at least 2 commas.

Reboot computer, try different number.

Incorrect Modem Driver. Check Version.

The computer you're dialling into does not respond to a network request.

Check your server type setting in the properties of the connection

Computer is not receiving a response from the modem

Close everything down. Shut down computer. Wait a minute and retry.

If external modem - check if power on!

Contact PC help line to have modem reinstalled

Try ATZ, AT&F0, or AT&F1 in extra settings - consult your modem manual regarding AT commands.

Check for IRQ conflicts and com settings in Bios.

Lower connection rate than expected

Disabling software error control can improve speeds.

Try resetting the modem with ATZ or AT&F commands

Check the port speed – should be 2 to 3 times speed of modem, error control selected, and hardware flow control selected.

Drivers – are they correct? Incorrect drivers will cause unreliable connection speeds.

Interference on line (caller id) - or general quality of line. Increasing the "gain" on the line can sometimes help - contact your telephone provider. This can often be done free of charge and within minutes.

Your ISP may be busy at this time. If connection speed is important to you (i.e.: downloading data files), try the connection later in the day.

Voices on line

Double click Start, Control Panel, Switch to classic view, Double click Phone and modem options, Click Edit, check, as above except telephone number to be dialled is not shown. Check 'How to check modem set-up on your PC' below. Also click BACK and look at DUN section.

Modem Attempts to Dial When Windows Starts

This behaviour can occur for any of the following reasons:

  1. You use a program that automatically checks for updated components or Web pages.
  2. Configure the program that automatically checks for updated components or Web pages so that it does not start when Windows starts. To do so, refer to the documentation included with the program.

  3. A program that dials your ISP is located in the start-up folder.
  4. Remove the program that automatically checks for updated components or Web pages from the start-up folder.

  5. Your computer is infected with a Trojan horse virus such as System32.exe that starts when you start your computer.

    Delete or rename the System32.exe file in the Windows\System32 folder.

  6. Fax software is installed on your computer.
  7. Reconfigure your modem in the Fax software.

  8. You are using a Lexmark printer. The Lexmark printer software may add Lexstart.exe to the Run key in the registry to handle print commands that you send to the printer. This can cause Dial-Up Networking to prompt you to dial your ISP.
  9. Speak to Lexmark.

  10. You are using Microsoft Personal Web Server 4.0, and the Microsoft Distributed Transaction Co-ordinator (MSDTC) service is being loaded from the Windows Registry.
  11. Speak to Microsoft

  12. You have installed a Beta version of RealAudio 5 on your computer.
  13. A Beta release of RealAudio 5 may cause the modem to connect to the ISP. To resolve this issue, remove the Beta version of RealAudio, or upgrade to the release version of the product.

  14. This behaviour can occur if Internet Explorer is configured to connect using a modem, and the following registry key is set to "Y": HKEY_LOCAL_MACHINE\Software\Microsoft\OLE EnableRemoteConnect
  15. Worm virus W32/QAZ has renamed Notepad.com to Notepad.exe and increased the file size to 120k.

Delete any 120k copies of Notepad.exe, rename Notepad.com to Notepad.exe and delete the following registry entry: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run\StartIE**C:\WINDOWS

Screen shots for checking your modem and testing it.

To help you sort out any problems we have put in some screen shots. All you have to do is match the screens and follow the tests.

How to check modem set-up on your PC.

From the windows desktop click on Start, then Control panel:

and then Switch to classic view:

then Phone and modem options:

Now click edit:

 

First where it says Location name make sure it says RKD2000. Make sure the COUNTRY/REGION is your country where YOU are at the moment. The AREA CODE needs to be YOUR telephone area code. If you have to dial a number for an outside line make sure it is entered in BOTH the FOR LOCAL CALLS, DIAL and FOR LONG DISTANCE CALLS, DIAL. If you DON’T dial a number for an outside line make sure these boxes are BLANK. Again if you don’t have call waiting make sure TO DISABLE CALL WAITING, DIAL is UN TICKED. Make sure there IS a tick on TONE DIAL.  If you have made changes click APPLY then OK this will take you back to the previous screen.  Now you are on Phone and modems options.  Click Modems, If the next screen you see has no modem listed you need to install/reinstall your modem.  To refresh your modem follow this.  Close everything.  Click Start>control panel>switch to classic view>System:

 

Now click Hardware:

 

Click Device manager:

 

Look for modem.  If its not there then speak to your PC provider to get the modem installed.  Click the + next to modems and then click once to highlight the modem then right click it and choose Uninstall, you see:

 

Click ok and remove all other modems listed.  Now close everything and restart your PC.  It will be automatically reinstalled by Windows XP.  Go back to Start>Control panel>switch to classic view>phone and modem options>modems.  A modem should be listed like this:

 

On this screen you need to make sure you only have ONE modem listed under THE FOLLOWING MODEMS ARE INSTALLED. If there are any standard modems listed, click them once to make them turn blue (highlighted) then click REMOVE. Select the modem and click properties:

 

On this screen click modem and you will see:

 

On here you can adjust the SPEAKER VOLUME (amount of noise the modem makes) up or down so that you can here it connecting. You can also adjust the MAXIMUM SPEED up or down. REMOVE the tick from Wait for dial tone before dialling.  When you have done here click advanced:

 

On here you can enter a Extra initialisation command to drop a V92 modem to V90 but we DON'T recommend this.  Make sure Country is where you are.  Click OK, Apply and OK.  If it still fails follow HOW TO CHECK MODEM SETUP TO YOUR PC.

How to check modem set-up to your PC.

First SHUTDOWN your PC.

Your computer should be connected to the telephone exchange like this:

  Now try connecting again. If this fails follow the QUERY MODEM TEST.

Test 1: Query Modem test.

From the windows desktop click on start, then, control panel:

and then switch to classic view:

and phone and modem options:

Now click modems:

On this screen you need to select the modem and click properties:

then diagnostics:

 

Click Query modem and if you see a screen similar to this one above your modem is OK.  If you see something similar to this with AT commands on the left and numbers (responses) on the right then follow the HYPER TERMINAL TEST.  If not you will need to try INSTALLING your modem.

Test 2: Hyper Terminal test.

 From the windows desktop click Start and run, then you will see:

  Where it says OPEN type in HYPERTRM then press OK.  You should see this:

  For the NAME type in RKD2000 then click OK and you will see:

  First make sure the COUNTRY CODE is UNITED KINGDOM. Then change the AREA CODE to 0845 and the PHONE NUMBER to 0796699. Now click OK and you will see:

 Click DIAL.

What will happen now is you will either be asked to click DIAL NOW on the screen or you will hopefully see this screen:

  If you see LOGIN your modem is ok. If you have looked at all the sections we have on our website and you get login but still cant get on the Internet or collect e-mail we suggest you either drop us an e-mail from another PC or contact your technical support for your computer. If you don’t see login click the picture of the lifted handset (DISCONNECT) then click the telephone (CALL). Do this a few times. If you still don’t see LOGIN it is advisable to reinstall your modem.

 Hints and Tips.

If you know you did not alter any settings on your PC many problems go away after restarting your PC.

On Windows XP there is a brilliant tool called system restore where you can go back in time.  Try it!  Click Start>All programs>Accessories>system tools>system restore.  You get this:

Click Next:

On the Calendar, click a date that is in bold or stands out, On the right click a time.  A system check point is a very good restore point.  Click next:

Click Next and follow this.  It will restart your PC and restore files back to as they were.

Many programs conflict with each other so if you get a connection but no internet pages try closing all running programs then use Task manager to close anything you may not be aware about.  To do this hold down CTRL+ALT+DEL, then click Processes:

Ignore items with a user name of SYSTEM, LOCAL SERVICE and NETWORK SERVICE.  Also Ignore EXPLORER.EXE and TASKMAN.EXE under Image name.  Close the rest (On the example you would close: mspaint, minilog, zonealarm, msmsgs, alogserv ONLY) by selecting the item (like mspaint in the example) then click End Process:

Click YES and the item disappears.  Repeat the process with other items.  Now close Windows Task Manager and try your Internet again.

If your modem does not connect after going through these tests you will need to ring your technical support for your PC to have your modem checked. 

 

Got any suggestions or can't sort out the problem from here, first PLEASE check the related pages below then E-mail: Here giving as much information as possible.

 

Orange help pages | Microsoft help site | Search results

 

Created: 16/10/03, updated frequently. All information on this page (including images) is © RKD Corporation 2000.