************************************************
1.  OVERVIEW

    Possible causes of internal modem problems.

    1.  The modem is getting no power.
    2.  There is a faulty motherboard.
    3.  There is a conflict with a COM port.
    4.  The software is incorrectly set up.
    5.  The jumpers/switches on the modem are 
        incorrectly set up.
    6.  The modem is being incorrectly initial-
        ized.
    7.  There is a bad phone line or phone 
        cable.
    8.  There is a bad connection.
    9.  The modem is faulty.
   10.  A software conflict is occurring 
        (SPECIALLY SCREEN SAVERS)
        These kind of programs are major 
        offenders and cause a lot of FAX/MODEM 
        problems. Anywhere from GPFs to system 
        Lockups.


2.  PROCEDURE

    1.  Get the exact error message/situation.

    2.  Make sure that there is not anything in 
        the system that could be causing con-
        flicts.

    3.  Check the phone line by attaching a 
        phone to the line and listening. Check 
        for static and dial tone. Ensure it can 
        dial out.
        Fix any bad connections, phone cable, or 
        phone line. Verify there is no conflict 
        with call waiting.

    4.  Boot the computer to a A:> prompt. If it 
        will not boot, troubleshoot this as a 
        separate issue.

    5.  To check if the modem is picking up the 
        line and dialing correctly, at the DOS 
        prompt type:

            ECHO AT&FX1DT555 > COMx: (where x is 
            the correct COM port)

        This will reset the modem to factory de-
        faults (&F), have it ignore
        dialtone detection (X1) and dial 555 
        using tone (DT555), by telling DOS to 
        ECHO the string to the COM port.

        The modem should pickup the line and dial
        the number. Warn the client to keep the 
        earpiece away from their ear due to the 
        possible loud volume of the tones. The 
        modem will stay off hook for approx-
        imately 30 seconds. If the client presses 
        F3 and ENTER, the modem will immediately 
        hang up.

    6.  Verify that any jumpers and/or switches  
        on the modem are set up correctly.

    7.  Verify that the on board COM port to 
        which the modem is addressed is dis-
        abled, if applicable.

    8.  Use DEBUG to verify the COM port the 
        modem is attached to is enabled. If it 
        is not, troubleshoot as a separate 
        situation.

 NOTE:   The first COM port will usually be in the left most
         position in the DEBUG list. This is not always COM1. An
         example of this is when a DB modem is set to COM3, and the
         RS232 serial port is set to COM2, DOS will back fill the
         active COM ports, so COM2 will show as COM1 to DOS, but its
         address will still be F802.

        A.  DEBUG<Enter>

        B.  D 40:00<Enter>

        C.  You will get a display like this:
            The adddres shown actualy belong to the correspondent com port.

            | com1 |com2 | com3 | com4|
  0040:0000  F8 03  F8 02  E8 03  E8 02-78 03 00 00 00 00 1F 05
  0040:0010  61 C4  B0 7C  02 00  01 60-00 00 2A 00 2A 00 34 05
       ..... etc.

        D.  F8 03 shows COM1 active, F8 02 shows COM2 active,
            E8 03 shows COM3 active, E8 02 shows COM4 active.

        E.  Q<Enter> to exit DEBUG.

    9.  Verify there is no COM port conflicts with any other hardware. To
        test for conflicts, run DEBUG and at the - prompt type the commands
        listed in the DEBUG TEST column in the chart below:

        NOTE:   1.  IxFA/IxEA polls the Interrupt Identification
                    Registers.

                2.  IxFE/IxEE polls the Modem Status Register.

                3.  A fax modem may not always respond with B0 when the
                    Modem status is tested, it may respond with 01 as if it
                    were a standard modem.

                4.  On PB410/PB420/PB420T systems the COM3/COM4 addresses
                    can be changed, if this is the case substitute the
                    appropriate addresses for the Ixxx test. The formula is
                    the base address plus 2h. Since the possible addresses
                    are 3E8/2E8, 338/238, 220/228, 2E8/3E8, use the
                    following substitutions:

                    A.  If the addresses are set to 3E8/2E8 use I3EA for
                        COM3 and I2EA for COM4,

                    B.  If the addresses are set to 338/238 use I33A for
                        COM3 and I23A for COM4,

                    C.  If the addresses are set to 220/228 use I222 for
                        COM3 and I22A for COM4,

                    D.  If the addresses are set to 2E8/3E8 use I2EA for
                        COM3 and I3EA for COM4.

________________________________________________________________________________
| PORT | DEBUG | MODEM    | FAX MODEM | SERIAL PORT |   NOT     |    CONFLICT   |
|      | TEST  | PRESENT  | PRESENT   | PRESENT     | PRESENT   |               |
|______|_______|__________|___________|_____________|___________|_______________|
| COM1 | I3FA  |    01    |    01     |      01     |    FF     | Anything Else |
|      | I3FE  |    30    |    B0     |  00 OR 0B   |    FF     |  Not Tested   |
|______|_______|__________|___________|_____________|___________|_______________|
| COM2 | I2FA  |    01    |    01     |      01     |    FF     | Anything Else |
|      | I2FE  |    30    |    B0     |   00 OR 0B  |    FF     |  Not Tested   |
|______|_______|__________|___________|_____________|___________|_______________|
| COM3 | I3EA  |    01    |    01     |      01     |    FF     | Anything Else |
|      | I3EE  |    30    |    B0     |   00 OR 0B  |    FF     |   Not Tested  |
|______|_______|__________|___________|_____________|___________|_______________|
| COM4 | I2EA  |    01    |    01     |      01     |    FF     | Anything Else |
|      | I2EE  |    30    |    B0     |   00 OR 0B  |    FF     | Not Tested    |
|______|_______|__________|___________|_____________|___________|_______________|

    10. Ensure the software that was packaged with the computer is being
        used (such as Lotus Works for DOS or Windows Terminal). Verify the
        software is correctly set up. Reinstall if needed.

    11. Type <AT> <Enter> in terminal mode and verify an 'Ok' is returned.
        If 'OK' is not returned, and the software was reinstalled in step
        10, then the modem is not functioning correctly.

    12. If all of the above failed, set up the appropriate service.

************************************************
GENERAL MODEM TROUBLESHOOTING:

INTERNAL MODEMS

 The following information will require modem 
instructions for COM port and interrupt request 
(IRQ) assignment.

 The fail safe procedure is to disable or change 
the settings of the device using either COM1 or 
COM2 and set the modem to this COM port.  Then 
set the modem to the appropriate IRQ setting (COM1
-IRQ4, COM2-IRQ3).  If this is not possible, or 
it is unsure whether the COM port is unused, the 
following steps will guide you through the 
installation.



STEP 1:  Determine what COM port address is 
         available.

a)  remove the internal modem from the system.
b)  clean boot the system to a c: prompt.
c)  change to the DOS directory.
d)  type DEBUG (the prompt will show as a 
    hyphen '-')
	After the hyphen, type the following:

        I3fa<   ('<' indicates a carriage 
                return)
        I2fa<
        I3ea<
        I2ea<
        q<      (this will return the user back 
                to the c: prompt)
    	
    After RETURN is pressed after each line, two 
   characters will appear below the line.  

    FF indicates that there is a device present 
    on that port address.  Any other characters 
   indicate that the address is in use.

    If one of the lines above returns an FF then 
    continue to STEP 2.

e)  If none of the lines returns an FF, this 
    indicates that all 4 serial port addresses 
    are in use by other devices.

    The user needs to remove a serial device 
    from his system, this could be serial ports, 
    existing internal modems, video cards, sound 
    cards with built-in answering devices.

STEP 2  Assigning a Communication Address to the 
        modem.

    The 'I' in the DEBUG procedure outlined 
    above allows an inquiry of the port address.  

       I3fa returns the value stored in the com1 
       port address.
       I2fa ... com2
       I3ea ... com3
       I3fa ... com4

    When the inquiry returns an FF for a com 
    Port, this indicates that a device can be 
    assigned to it without conflicting with a-
    nother device.

a) Set the modem for the open port address.


STEP 3  Determining the interrupt request (IRQ) 
        of a modem.

       An interrupt request or IRQ must be as-
       signed to the modem.  As with any device 
       In the system, the modem must have it's 
       own unique IRQ setting.

       An industry standard has been assigned to 
       COM1-IRQ 4 and COM2-IRQ3 ports.  COM3 and 
       COM4 are assigned defactor (or industry 
       agreed upon) standards.

       If the system has a device on COM1 and 
       COM2, it is safe to assume that IRQ 4 and 
       IRQ 3 are in use. If this is the case, an 
       alternate IRQ must be used for the modem.

       In the following information, the term 
       'active' is used to refer to a device that 
       is used by the system and can't be dis-
       abled.

       In most cases, COM1 and/or COM2 could be 
       in use, but not 'active'.  If this is the 
       case, the device could be disabled and the 
       modem assigned to it's settings.

       If both COM1 and COM2 are in use by other 
       devices in the system, then COM3 or COM4 
       are the next choice. Again, IRQ 4 and 3 
       can not be used in most cases, if COM1 
       and COM2 are active.  Other choices depend 
       on the settings available to the modem.  
       Most options include, but are not limit-
       ed to IRQ 5, 7, 10, and 11.
	
          CAUTION must be taken when assigning 
          the modem to one of these other IRQ 
          settings.  Various devices might al-
          ready have one of these interrupts in 
          use.  A list of other devices and their 
          assigned IRQs should be made.
          **BE AWARE** that IRQ assignment is 
          not limited to hardware, but virtual 
          software drivers in windows utilize an 
          IRQ setting as well.  Software limit-
          ations should also be considered when 
          using a IRQ that is not commonly used 
          for a communication device.  Most DOS 
          software will not detect a modem on an 
          IRQ other than 3 or 4. 

With this information, a IRQ can be assigned to 
the modem.


************************************************   


WINDOWS 3.1 and 3.11 setup.

   Windows PORT setup should be verified 
   before installation communication soft-
   ware.

   Accessing the PORT properties in Windows:
	
   From the Program Manager, OPEN the MAIN group.
   Double-click on the CONTROL PANEL icon.
   In the CONTROL PANEL, double-click on the PORT
   icon.
       COM 1 will always be the highlighted port 
       when opening the PORT control center.
       Click once on the desired port, click on the
       SETTINGS button, then click on the ADVANCED 
       button.
       This screen will show the Address and the IRQ
       setting of each port:

               COM1 - ADDRESS 03F8, IRQ4
               COM2 - ADDRESS 02F8, IRQ3
               COM3 - ADDRESS 03E8, IRQ4
               COM4 - ADDRESS 02E8, IRQ3

       If any of these settings display the word 
       'default' or has another value than is 
       actually assigned it should be changed to 
       it's correct value.  This is usually the 
       IRQ that isn't assigned properly.

             When all changes are made.  Windows 
             should be  restarted.

    The SYSTEM.INI file should now be edited and 
    a search for the COMM.DRV should be made.  
    The line must look like the following:

    COMM.DRV=COMM.DRV

    If it does not, it should be changed.

    Now the communication software can be in-
    stalled in the system.


************************************************   


COM port problems:

	When the modem is assigned to a COM port 
        address above a port that is not active 
        (ie COM4-modem, com3-nothing) a pheno-
        menon known as 'address packing' might 
        occur.   When this happens, the address 
        of the device on higher COM port address 
        becomes the lower port assignment (ie 
        COM4-02E8, COM3-02E8.)  This will create 
        a problem because the IRQ settings remain 
        them same, therefore the device is now 
        sending information during two INTERRUPT 
        REQUESTS.

       The following DEBUG procedure fixes this 
       problem:
     
        Create a text file called FIXCOM.DBG 
        with the DOS editor. This text in the 
        file should be exactly as follows:

                E40:0
                F8 03 F8 02 E8 03 E8 02
                q

                Save the file and exit the 
                editor.  

        Now edit the AUTOEXEC.BAT file and add 
        the line:
	
                DEBUG < FIXCOM.DBG

        This will aleviate this problem.

************************************************   

PM500 with Rockwell Protocol Interface (RPI)


   High speed modems contain an protocols for 
   error correction and data compression.  These 
   are usually the standardized protocols known 
   as V.42, V.42bis and MNP5.

   RPI class modems support these protocols 
   through the communication software rather 
   than the modems hardware.  In order for the 
   modem to support these protocols the software 
   must be compatible with and be configured for 
   the RPI modem.

   Currently, any PM500 modem that is RPI can be 
   identified by the internal jumpers used to 
   assign COM port and IRQ settings.  PM500s 
   that support error correction and data com-
   pression through hardware use external 
   switches that, when installed, can be 
   accessible from the back panel of the 
   computer.
     
        
************************************************   

Troubleshooting Communication Problems:
     
1)  Make sure there are no screensavers running 
    when sending, receiving, or using the fax 
    modem.
    Any kind of screen saver should be disable 
    when troubleshooting ANY MODEM/FAX PROBLEM. 
    These programs are major offenders and cause
    a lot of FAX/MODEM problems. Anywhere from 
    GPFs to system Lockups.


2)  Make sure that no interrupt or address con-
    flicts exist with other devices in the 
    system.  

    -Conflicts give intermittent results that 
    might not appear immediately, but will cause 
    various communication and fax problems soon-
    er or later.
     
3)  If the user is having problems with another 
    communications package, have him try the 
    software that was included with the modem.  
 
      -Both COMIT and FaxWorks support RPI modems 
       when activated in the software's modem 
       setup.  

      -Using the correct software will give the 
       modem error correction and data com-
       pression capabilities.
     
4)  If the problem still occurs, make sure the 
    flow control is set properly.  Flow control 
    is almost always set to HARDWARE (also known 
    as RTS/CTS.)  

      -Setting the wrong flow control usually 
       causes transfer errors and loss of data.
     
5)  If the user is not able to establish a con-
    nection when setting the speed to 19200, 
    reduce the port speed for the modem to 9600. 

      -Line noise will usually cause drops in 
       data transfer rates and disconnections.

************************************************   

COMit Communication problems
     	
  When experiencing problems with COMit repeat-
  ably reporting "Modem Initialization Error."  
  Try typing AT on the Terminal (blank screen 
  with cursor.)  An 'OK' should appear on the 
  next line. If this doesn't happen then you 
  should check the Comm Port setting, and check
  the Port settings on the modem and in Windows 
  (Control Panel.)
     
  If an 'OK' does appear then try the following 
  COMit setup: 
  ---------------------------------------------- 
     Settings (menu)
       Modem...  (selection)
     
       Set Modem to:  Generic
     
       Init String:  AT &F &C1 &D2 S7=60   
       (spaces can be removed) 
  ----------------------------------------------- 
     Settings (menu)
       Port...   (selection)
     
       Comm Port:  COM setting of Modem.  Set by 
                   jumper or dip switches of 
                   modem

       Baud Rate:  (19200 - PM500/550, 2400 - 
                   PM100/200/250)
     
       Flow Control:  Hardware
     
     Parity Check should NOT be X'd
     Lock Baud Rate - X'd
     Carrier Detect - X'd
     Enable Soft V42 should NOT be X'd
     ---------------------------------------------
     
     After Completing both the Modem... and Port... 
     screens, pull down the Session (menu) and 
     select Initialize Modem.  The screen should 
     only flicker.  If the error occurs again, 
     check the Modem... and Port... screens again, 
     making sure that the settings haven't changed.

***********************************************

            TIPS ON THE PM500
PM500 with Rockwell Protocol Interface (RPI)


   High speed modems contain an protocols for 
   error correction and data compression.  
   These are usually the standardized protocols
   known as V.42, V.42bis and MNP5.

   RPI class modems support these protocols 
   through the communication software rather 
   than the modems hardware.  In order for 
   the modem to support these protocols the 
   software must be compatible with and be 
   configured for the RPI modem.

   Currently, any PM500 modem that is RPI can 
   be identified by the internal jumpers used 
   to assign COM port and IRQ settings.  PM500s 
   that support error correction and data comp-
   ression through hardware use external switches 
   that, when installed, can be accessible from 
   the back panel of the computer.
   
   If you type  ATI3 in terminal mode, you should
   get some sort of reference of what type of mode
   you have. Look for the rpi word in the display 
   to verify it is an RPI modem.

DIP SWITCH/JUMPER SETTINGS FOR SELECTING COM PORTS
**************************************************

PM100 (Model with  Jumpers)
___________________________

COM 1:  J17/J13,  J15/J16,  IRQ 4 = J4.J9

COM 2:  J11/J17,  J15/J16,  IRQ 3 = J3/J10

COM 3:  J17/J13,  J14/J15,  IRQ 4 = J4/J9

COM 4:  J11/J17,  J14/J15,  IRQ 3 = J3/J10

************************************************

PM100  (2-SWITCH MODEL)
_______________________

           COM 1     COM 2     COM 3     COM 4

SWITCH 1:   ON        OFF       ON        OFF

SWITCH 2:   ON         ON       OFF       OFF

**************************************************

PM100  (3-SWITCH MODEL)
_______________________


           COM 1     COM 2     COM 3     COM 4 

SWITCH 1     ON       OFF       ON        OFF 

SWITCH 2     ON       ON        OFF       OFF

SWITCH 3     OFF      OFF       OFF       OFF 


**************************************************

PM200   (MODEL WITH JUMPERS)

COM 1:     J14/J15,  J17/J18,   IRQ 4 = J10/J6

COM 2:     J14/J15,  J16/J17,   IRQ 3 = J9/J5

COM 3:     J13/J14,  J17/J18,   IRQ 4 = J10/J6

COM 4:     J13/J14,  J16/J17,   IRQ 3 = J9/J5

**************************************************

PM 200 AND PM 500 (6-SWITCH MODELS)

          IRQ  SW 1    SW 2    SW 3    SW 4   SW 5   SW 6

COM 1      4    ON      ON      OFF     OFF    ON     OFF

COM 2      3    OFF     ON      OFF     ON     OFF    OFF 

COM 3      5    ON      OFF     OFF     OFF    OFF    ON 

COM 3      4**  ON      OFF     OFF     OFF    ON     OFF  

COM 4      2    OFF     OFF     ON      OFF    OFF    OFF  

COM 4      3**  OFF     OFF     OFF     ON     OFF    OFF

** USE THESE IRQs ONLY IF THE PC CANNOT ACCESS IRQ 5 OR 2

***************************************************

PM 500   (4 SWITCH MODEL)

    
           COM 1     COM 2     COM 3     COM 4

IRQ:         4         3         4         3

SWITCH ON: 2,3 &4     1,3        2,4       1

JP 1:       OFF        OFF       OFF      OFF  

JP 2:       OFF        OFF       OFF      OFF 

*****************END  FILE***********************