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Author Topic: Problem connecting with USB modem  (Read 9106 times)

Penbwlch

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Problem connecting with USB modem
« on: November 26, 2009, 09:38:29 PM »

A customer's laptop has a problem with the modem. It is a Zoom USB modem.

The laptop could see the modem and reported it as working. However, the modem would not dial, there was no dial tone, and the Off Hook light stayed off.

I obtained a new Zoom modem but the problem is still there. I can see nothing wrong with the settings. Anyone any idea where to look next, please?


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roseway

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Re: Problem connecting with USB modem
« Reply #1 on: November 26, 2009, 10:37:21 PM »

I presume from your description that this is a dial-up modem? Didn't it come with a setup CD?
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  Eric

Penbwlch

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Re: Problem connecting with USB modem
« Reply #2 on: November 26, 2009, 11:08:49 PM »

I presume from your description that this is a dial-up modem? Didn't it come with a setup CD?


Yes, it is a dial up modem. Yes, both came with set up CDs and I have tried reinstalling them 4 times now. Each time removing all earlier traces and leaving the USB connector out until the software said to connect. I am quite sure it is not the set up.

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roseway

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Re: Problem connecting with USB modem
« Reply #3 on: November 27, 2009, 07:48:55 AM »

The symptoms suggest that the telephone line isn't connected, so have you tried a different telephone cable and a different socket? I recall that not all modem phone cables are equal. And can you check if the modem works with a different PC?
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  Eric

Penbwlch

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Re: Problem connecting with USB modem
« Reply #4 on: November 27, 2009, 08:03:33 AM »

Yes, I have tried a different cable in a different socket and a POT worked in both of them.

The modem has an Off Hook light when it connects with the line. That is not lighting at all, suggesting to me that it is the output stage of the modem where the problem is.

Good idea re checking on another PC. I'll give that a go and let you know.

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Penbwlch

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Re: Problem connecting with USB modem
« Reply #5 on: November 27, 2009, 09:05:43 AM »

I have now tried the modem in a different computer and it works perfectly (on the same line/connection as I was trying before). It has to be a setting or conflict in the laptop.
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HPsauce

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Re: Problem connecting with USB modem
« Reply #6 on: November 27, 2009, 09:44:06 AM »

There is often a "wait for dial tone" setting somewhere in the modem properties, that may be stopping it if the dial tone isn't seen as standard.
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Penbwlch

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Re: Problem connecting with USB modem
« Reply #7 on: November 27, 2009, 10:19:20 AM »

I have tried turning that off but it made no difference

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Penbwlch

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Re: Problem connecting with USB modem
« Reply #8 on: November 27, 2009, 11:06:50 AM »

I have just tried a further experiment with the modem attached to another computer and then to the laptop, watching the two LEDs on the modem (OH - Off Hook - and Data.

When I queried the modem from within Device manager, there was no difference, either to the lights or to the recorded result.

When I tried dialling, however (without a cord connected), the "other" computer lit up the OH light for a short while. However, this did not happen with the laptop. The OH light stayed off.

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pintosal

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Re: Problem connecting with USB modem
« Reply #9 on: November 27, 2009, 11:35:50 AM »

Have you tried in an alternative USB socket?

Does the modem respond to the diagnostics?

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Penbwlch

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Re: Problem connecting with USB modem
« Reply #10 on: November 27, 2009, 11:45:09 AM »

Yes, I have also tried other equipment in those sockets and they worked normally.

Yes, the modem responds normally to diagnostics.

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BritBrat

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Re: Problem connecting with USB modem
« Reply #11 on: November 27, 2009, 03:02:55 PM »

Make sure that the modem is the only device on that USB connection.

Not the physical connection but in device manager, select the power settings.

My thinking is it may not be getting enough power as USB ports can only deliver 500mA and the modem and another device may exceed that.

Do you have the correct drivers for the Operating System?

Is there also an internal modem? maybe dissable it if there is.

Have you tried a few different phone cables as some our wired up USA style.
« Last Edit: November 27, 2009, 03:19:54 PM by BritBrat »
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Penbwlch

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Re: Problem connecting with USB modem
« Reply #12 on: November 27, 2009, 03:55:28 PM »

Good thinking but unfortunately the modem is on its own.

Oh, there are no other modems and this modem does have the correct drivers. This problem is not reliant on cables (see above).



« Last Edit: November 27, 2009, 03:57:37 PM by Penbwlch »
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BritBrat

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Re: Problem connecting with USB modem
« Reply #13 on: November 27, 2009, 05:00:11 PM »

Do you have all the correct protocols installed?

Sorry I am stabbing in the dark here as it has been years since I had to set up a modem, I have one installed and use it but it just works.

Have you got the dialup adaptor installed?

Maybe someone with more knowledge can list what the basis protocols needed are.

We are talking USB Phone modem and not USB DSL modem. You do have the correct device?

By the way that power thing had me pulling my hair out for mouths because I had DSL USB modem errors, I put the device on a powered USB hub and never had a problem after and that gave me the clue to what was wrong and in the end I took it off the hub and always made sure it was on its own.

Then I got a router and never looked back.

« Last Edit: November 27, 2009, 05:10:29 PM by BritBrat »
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Penbwlch

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Re: Problem connecting with USB modem
« Reply #14 on: November 27, 2009, 05:13:46 PM »

Yes, all the correct protocols are installed, as far as I know. I'm like you, it is years since I dealt with a dial up modem (no, its not DSL).

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