PC Access got no response from the modem while attempting to dial the MLS or a Phone Book service. Ordinarily a Hayes-compatible modem responds to commands by returning an OK message, but yours did not. The error message gives the step in the dialing procedure where the error occurred. The step will usually be the second of these:
· Initializing Port COMn
· Resetting Modem
· Initializing Modem
If your modem does not respond when you attempt to call the MLS or a Phone Book service, then it will almost certainly fail the modem test also. You should go back and click the Test button on the Modem Setup window; you should not attempt to call the MLS until you are able to pass the modem test first. If you haven't completed your Modem Setup, go back and do so now.
If you have set up PC Access and your modem still doesn't respond, check the following list of causes. Read all the way through this list before deciding what to check first.
· You may have selected an incorrect COM port on the Modem Setup window. For example, suppose your computer has two serial ports, COM1 and COM2. Suppose your modem uses COM2, and COM1 is empty. If you select COM1 on the Modem Setup window, you will get a Modem Not Responding error when you try to call the MLS. If you don't know which COM port your modem uses, you have at least two ways to find out:
¨ Check your COM ports with MSD.
¨ Guess. You only have four COM ports to try, so open the Modem Setup window, select another COM port, and click the Test button. Keep trying until your modem tests OK. If you test all four COM ports and your modem never tests OK, run MSD to find out which COM port your modem uses, and check the remaining possible problems below.
· Another possible cause is that you have typed an invalid modem command in Dial Command, Reset Command, or Default Initialize Command on the Modem Setup window. Most modems are Hayes-compatible, and Hayes-compatible modem commands must start with the characters AT. The error message window reports the last command PC Access sent to your modem. Be sure to mention this command if you can't fix the problem on your own and you need to call for technical support.
· If you have an external modem, make sure it is powered on. Check your modem cable to be sure the connections at both ends are secure, and no pins are bent. Watch the modem lights as you try the modem test; they should blink as PC Access sends data to your modem. Sometimes modems get into strange states that you can only fix by resetting them. To reset an external modem, turn its power off and back on.
· If your external modem continues not to respond, your modem cable may be defective. Try another one. Also be aware that most computers have internal ribbon cables connecting the jacks on the back to the motherboard or expansion cards. These ribbon cables are infamous for gradually working loose and falling off. Checking for this requires opening up your computer's case; this is a job for a computer service technician.
· If you have an internal modem, you may need to reset it. Unfortunately, many internal modems do not reset themselves unless you hard-reset your computer. That means exiting PC Access and all other applications, and exiting Windows. If your computer has a reset button, you may safely press it after you exit Windows. If your computer does not have a reset button, turn off your computer's power, wait at least 15 seconds for the hard drive to stop, and then turn the power back on. (Warm-booting your computer by pressing Ctrl-Alt-Delete usually does not reset your internal modem.)
· You may be running another Windows application which has seized control of your modem. For example, many FAX programs do this. Exit all your other applications and try again. If your modem continues not to respond, you may need to reset it.
· Another possible cause may be an incorrect IRQ setting for the COM port your modem uses. Check your COM ports with MSD. Find the COM port your modem uses and write down its IRQ number. Restart Windows and open Program Manager | Main | Control Panel | Ports. Click on the port your modem uses, and click the Advanced button. Check that the IRQ setting agrees with the setting MSD reported for this port. If not, change the setting in Windows to agree with the setting MSD reported.
· If you have a slow (2400 BPS or 9600 BPS) modem, you may have set your Speed too high on the General tab of the MLS Setup or Add/Edit Phone Book Entry window. Many slow modems are unable to "talk" to your computer at a high DTE speed.
If you can't fix the problem on your own, be sure to write down the complete error message before calling for technical support. PC Access displays the last command it sent to your modem along with the error message, and your technical support representative must know this.