TROUBLESHOOTING

How to troubleshoot modems and remote connections
A server or workstation may not be able to connect properly through a dialup modem connection to another server or workstation. As a result, there may be problems transferring information -- for example, mail might not route between two servers connected by a modem. Use these tips to troubleshoot both sides of the modem connection:

1. Restart the modem and the remote server or workstation. Doing this usually helps when the modem is behaves erratically -- for example, if the modem dials invalid phone numbers, refuses legitimate modem commands, flashes the LEDs in irregular patterns, or displays other unusual behavior.

2. Make sure that the modem is the correct type and model for the server or workstation. If you think the hardware is damaged, replace the damaged part with one that you know is working. Make one change at time so that you can evaluate the effect.

3. Check the modem configuration. Check the DIP switch settings, the telephone line, and option buttons on the modem.

4. Verify that you're dialing the correct number. If you're dialing from an office that requires it, be sure to precede the phone number with a 9 followed by a comma. Also, be sure to include a 1 and the area or country code. If you're sure of the number, contact the remote server administrator to determine what the problem is.

5. Disable call-waiting. You can temporarily disable call-waiting for tone dialing by entering *70 as a prefix for the number you dial. For pulse-dialing, enter 1170 as the prefix. Alternatively, you can permanently disable call-waiting.

6. Unplug other telephone extensions before you make an outgoing call. You'll lose the connection if someone attempts to use an extension on the line you're dialing out on.

7. Make sure that you're using an analog line. If the phone system is digital and your modem is analog, you won't get a dial tone. Contact your local phone company for an analog line.

8. Check the COM port, hang-up, dial time-out, and hardware flow control settings. Port speed and hardware flow control settings should be the same for modems that are trying to connect. To check these settings, choose File - Preferences - User Preferences, select Ports, select the COM port you want to check, and click COM options.

9. Check the modem command file. Make sure that it's the correct one for your modem. Make sure it uses the correct syntax and is free of any spelling errors, missing command parameters, and incorrect settings or responses. Check the operating system time stamp and last revision date of the file to make sure you're using the correct version of the file. To do this, use a file manager such as Microsoft® Windows® Explorer. Make sure you specified the correct directory for the file -- for example, the Notes\Data\Modems directory.

10. Check the Connection document in the IBM® Lotus® Domino™ Directory. Make sure the fields in the Connection document contain the correct information for a dialup modem connection.

11. Check the Miscellaneous Events view in the log (LOG.NSF). Sometimes modems that use the same modem standards can't connect to each other because of the way the manufacturer implemented the standard. Contact the modem manufacturer to resolve the problem.

12. Check the Phone Calls view in the log. Numerous CRC or retransmission errors indicate that one or both modems detect transmission errors. A damaged RJ-11 cord and/or poor phone line quality may cause these errors. Try another cord and ask the phone company to check the phone line.

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