How to Troubleshoot Modem Problems in

Windows 98/98 Second Edition

The information in this article applies to:

Microsoft Windows 98
Microsoft Windows 98 Second Edition

If this article does not describe your hardware-related issue, please see the following Microsoft Web
site to view more articles about hardware: If this article does not describe your hardware-related
issue, please see the following Microsoft Web site to view more articles about hardware:
http://support.microsoft.com/support/windows/topics/hardware/hwddresctr.asp

SUMMARY
This article describes procedures to help you diagnose and fix issues when you cannot dial out by
using your modem in Microsoft Windows 98/98 Second Edition.

MORE INFORMATION
Verify That You Are Using the Most Current Driver for
Your Modem
Many modem issues relate to using an old or out-of-date modem driver. Because of this, you should
verify that you are using the most current driver for your modem. To do this, contact the
manufacturer of your modem to inquire about the availability of a new or updated modem driver.
For additional information about how to locate contact information for your modem manufacturer,
click the article numbers below to view the articles in the Microsoft Knowledge Base:
Q65416 Hardware and Software Third-Party Vendor Contact List, A-K
Q60781 Hardware and Software Third-Party Vendor Contact List, L-P
Q60782 Hardware and Software Third-Party Vendor Contact List, Q-Z

Verify Your Modem Type and Model

If your modem is detected by Windows 98/98 Second Edition, verify that the installed driver is the
correct driver for your modem. To do this, click Start, point to Settings, click Control Panel, and
then double-click Modems. Verify that the modem that is listed on the General tab is the correct
modem.
If an incorrect modem or no modem is listed even though Windows 98/98 Second Edition detects
one, update the modem driver:
1.
2.
3.
4.

Click Start, point to Settings, click Control Panel, and then double-click System.
Click the Device Manager tab.
Double-click the Modem branch to expand it, if it exists. If the Modem branch does not
exist, look for an Other Devices branch, and then double-click the Other Devices branch
to expand it.
Double-click your modem, and then click Update Driver on the Driver tab.

Windows 98/98 Second Edition Update Device Driver wizard can search for the best driver or display
a list from which you can select the appropriate driver. If you use the Update Device Driver wizard to
search for a driver, you can also specify a location for the driver. Drivers for some modems are
included in the Drivers\Modem folder on the Windows 98/98 Second Edition CD-ROM.

For a complete list of additional modem drivers that are included on the Windows 98/98 Second
Edition CD-ROM, view the following article in the Microsoft Knowledge Base:
Q190363 Additional Modem Drivers Included on the Windows 98/98 Second Edition CD-ROM
If the correct driver is displayed in Device Manager but your modem still does not work properly,
troubleshoot the issue by using the one of the following methods, depending on your modem.

Modem Type
The method that you use to troubleshoot your modem issue depends on the type of modem that is
installed in your computer. There are two general types of modems, standard and Windows-only
modems.
Standard modems can be internal or external, Plug and Play, or not Plug and Play. Windows-only
modems are internal Plug and Play modems and depend on drivers in the Windows operating system
to function properly. Standard modems operate independently of the operating system that you are
using.
It can be difficult to differentiate between a standard modem and a Windows-only modem. The best
way to identify your type of modem is to check the documentation that is included with your modem
or computer (if the modem was preinstalled on your computer).

Windows-Only Modem Troubleshooting

Because a Windows-only modem requires drivers that are specific to the operating system to
function, the modem must be recognized by the operating system before you can perform any
troubleshooting. This also precludes any troubleshooting outside of the operating system or, in the
case of Windows 98/98 Second Edition, at a command prompt in MS-DOS mode.
Windows 98/98 Second Edition typically detects the presence of a Windows-only modem and adds
the modem to Device Manager. If a Windows-only modem is not detected, there can be one of three
causes:

The Windows-only modem was previously detected (whether drivers were installed for it or
not).
In this case, the Windows-only modem should be listed in Device Manager. Note that you can
update the driver by using the procedure that is described in the "Verify Modem Type and
Model" section in this article.

-orYou installed and then uninstalled the Windows-only modem drivers, but some registry
entries remain.
You need to remove the registry entries before the Windows-only modem can be detected
again. For 3Com US Robotics modems, use the Wmregdel.exe tool that is included on the
Windows 98/98 Second Edition CD-ROM to clear all of the Windows-only modem-related
registry entries, and then restart your computer. The Wmregdel.exe tool is located in the
Drivers\Modem\3com-usr\Winmodem folder on the Windows 98/98 Second Edition CD-ROM.
If Windows 98/98 Second Edition still does not detect your Windows-only modem, the
Wmregdel.exe tool may not have removed all of the necessary registry entries. To resolve
this issue, contact 3Com or US Robotics to inquire about the availability of a fix for this issue.

-orSomething is physically wrong with the Windows-only modem.

Contact your modem manufacturer for the correct procedure to test your Windows-only
modem.

If there are no default drivers in Windows 98/98 Second Edition for your Windows-only modem,
Windows 98/98 Second Edition prompts you to search for drivers. Drivers for your Windows-only
modem may exist in the Drivers\Modem folder on the Windows 98/98 Second Edition CD-ROM. For a
complete list of additional modem drivers that are included on the Windows 98/98 Second Edition
CD-ROM, view the following article in the Microsoft Knowledge Base:

Q190363 Additional Modem Drivers Included on the Windows 98/98 Second Edition CD-ROM
If you cannot locate drivers for your Windows-only modem, Windows 98/98 Second Edition adds it
under the Other Devices branch in Device Manager. You can update the existing drivers in Device
Manager with drivers that are provided by your Window-only modem manufacturer. Note that
Microsoft Windows 95 drivers often work in Windows 98/98 Second Edition.
If your Windows-only modem still does not work after you install the drivers, there may be a
resource conflict or an issue that is specific to your Windows-only modem. To determine if this is the
case, view one of the following sections, depending on your modem.
For more information about Windows-only modems and how to troubleshoot them, obtain the US
Robotics Windows-only modem FAQ from the following U.S. Robotics Web site:
http://www.usr.com/home/online/trblshot/13011.htm

Standard Modem Troubleshooting

Because a standard modem does not depend on the operating system that you are using, there are
additional troubleshooting steps that you can use to verify the functionality of the modem.
Check that the modem is working correctly by testing direct communication to the COM port. To do
this, you must restart your computer in MS-DOS mode and then type two commands at a command
prompt:
1.
2.

Click Start, click Shut Down, click Restart In MS-DOS Mode, and then click OK.
Type the following command at a command prompt (where x is the serial port number to
which the modem is connected), and then press ENTER:

echo ATM1L3X0DT12345 > COM x

The modem dials the touch-tone digits "12345".
To hang up the modem, type the following command at a command prompt, where x is the serial
port number to which the modem is connected:

echo ATH0 > COM x

The ATM1L3X0DT12345 command is a signal to the modem to dial the numbers "12345". The first
command, Attention, signals the modem that it is about to receive information. The M1 command is
a universal command to turn the modem's speaker on if it is off by default. The L3 command is a
universal command to raise the modem's speaker volume to the maximum level if it is at the lowest
by default. The X0 command is a universal command that signals the modem to run the command
without waiting for a dial tone (this is useful if modem and voice calls use the same phone line), and
the DT12345 command instructs the modem to dial the digits "12345".
In both cases, the modem responds with a dial tone or communication signal.
If the modem does not respond with a dial tone or communication signal in MS-DOS mode, there
may be something physically wrong with either the modem or the COM port. To determine if this is
the case, contact your modem or computer manufacturer to verify the functionality of your hardware.
If the modem does not respond with a dial tone or communication signal in Windows 98/98 Second
Edition but does respond in MS-DOS mode, Windows 98/98 Second Edition may not be
communicating correctly with your COM port. This issue can occur under any of the following
circumstances:

The COM port has not been detected.

To detect the COM port, click Start, point to Settings, click Control Panel, double-click
Add New Hardware, and then follow the instructions on your screen to detect the COM
port.
-or-

The serial port device drivers are damaged.

To resolve this issue, use the System File Checker tool to verify the integrity of the
Serial.vxd, Vcomm.vxd, and Serialui.dll serial port drivers.
For more information about how to use the System File Checker tool, view the "System File
Checker Tool" section in the following article in the Microsoft Knowledge Base:
Q129605 How to Extract Original Compressed Windows Files
-or-

There is a resource conflict with your COM port.

Resolve the conflict in Device Manager. For information about how to do this, view the
"Resource Conflicts" section in this article.

For additional information about how to test communications, please see the following article in the
Microsoft Knowledge Base: For additional information about hot to test communications, click the
article number below to view the article in the Microsoft Knowledge Base:
Q84279 Testing Communications from MS-DOS

Resource Conflicts
If your modem is set to use the same resources as another device in your computer, there is a
resource conflict, and either or both of the devices may not work. Resource settings that a standard
modem uses include an input/output (I/O) address and an IRQ. In addition to this, Windows-only
modems also frequently use a direct memory access (DMA) setting.
Use Device Manager to determine if there is a resource conflict. To do this:
1.
2.

Click Start, point to Settings, and then click Control Panel.

Double-click System, and then click the Device Manager tab.

Usually, if there is a resource conflict that prevents one device from working, an exclamation point in
a yellow circle is displayed for the device. In some cases, however, a Windows-only modem that
conflicts with another device may not have an exclamation point in a yellow circle. In this case, you
must manually determine if there is a conflict. To view the resource settings that are used by your
modem:
1.
2.

3.
4.

On the Device Manager tab, double-click the Modem branch to expand it.
Double-click your modem, and then click the Resources tab.
NOTE: If the Resources tab does not exist, your modem's resources cannot be configured
by Windows 98/98 Second Edition. To determine the resources that your modem is using,
view the documentation that is included with your modem.
Note the resource settings that are used by your modem, and then click OK.
Double-click Computer to view all of the resource settings that are being used by your
computer, listed by resource. Click each resource setting to determine if there is another
device that is using any of the same settings that your modem is using.

NOTE: You do not need to follow these steps for hardware that uses the IRQ Holder For PCI
Steering setting because hardware that uses this setting does not cause a resource conflict.
If there is another device using any of the same settings that your modem is using, you need to
change the setting for that device or your modem. If the device is a Plug and Play device, you may
be able to do this on the Resources tab in Device Manager, although some devices may require
that you change jumper pins or dip switches on the device itself inside your computer. To determine
the best way to change resource settings for the device, view the documentation that is included with
the device or with your computer. Because Windows-only modems are Plug and Play, you should be
able to change the settings for the modem in Device Manager. To do this:
1.
2.

Click Start, point to Settings, and then click Control Panel.

Double-click System, and then click the Device Manager tab.

3.
4.
5.

Double-click the Modem branch to expand it, and then double-click your Windows-only
modem.
On the Resources tab, click to clear the Use Automatic Settings check box.
In the Setting Based On box, click a basic configuration with settings that do not conflict
with any other device.

If none of the available basic configurations have settings that do not conflict with any other device,
you may need to manually change some of the resource settings. To do this, click the last available
basic configuration, and then double-click the resource setting that you want to change.

Specific Issues

Sound4 Windows-only modems:

The Sound4 Windows-only modem may not be detected properly during the Windows 98/98
Second Edition upgrade process. If your Sound4 Windows-only modem is not working
properly after you upgrade to Windows 98/98 Second Edition, view Packard Bell's Web site
for troubleshooting information, or contact Packard Bell Technical Support.
3Com or US Robotics Windows-only modems:
Some US Robotics Windows-only modems may not be detected properly by Windows 98/98
Second Edition. This can occur even if the modem was working properly in Windows 95. If
your US Robotics Windows-only modem is not detected when Windows 98/98 Second Edition
starts, and if the modem is not listed in Device Manager (either under the Modem or Other
Devices branch), use the Wmregdel.exe tool that is included on the Windows 98/98 Second
Edition CD-ROM to clear all of the Windows-only modem-related registry entries, and then
restart your computer. The Wmregdel.exe tool is located in the Drivers\Modem\3comusr\Winmodem folder on your Windows 98/98 Second Edition CD-ROM.
If Windows 98/98 Second Edition still does not detect your US Robotics Windows-only
modem, the Wmregdel.exe tool may not have removed all the necessary registry entries. To
resolve this issue, obtain the updated version of the Wmregdel.exe tool from the US Robotics
FTP Web site.

"Could Not Open Port" Error Message

When you try to use your modem, you may receive the following error message:
Could not open port
This error message is typically the result of a resource conflict or a program that is loading from the
StartUp folder that opens a COM port. Use the troubleshooting steps in the "Resource Conflicts"
section in this article to resolve this issue. To temporarily disable programs in the StartUp folder:
1.
2.
3.

Click Start, point to Programs, point to Accessories, point to System Tools, and then
click System Information.
On the Tools menu, click System Configuration Utility.
Click the Startup tab. For programs that may control your modem, click to clear the check
box for the program. If you are unsure whether or not a specific program should be disabled,
click to clear all of the check boxes except the following check boxes:
o ScanRegistry
o SystemTray
o LoadPowerProfile
o TaskMonitor

"No Windows-Only Modem Found" Error Message or

Multiple Windows-Only Modems
After you upgrade to Windows 98/98 Second Edition and double-click the Windows-only modem icon
in Control Panel, you may receive the following error message:
Error: There is no Windows-only modem found in your computer, but some corrupted files were
found and they have been cleaned.

Also, if you view your Windows-only modem in Device Manager, you may notice multiple Windowsonly modem entries.
This issue can occur if your Windows-only modem is not using the most current setup information
(.inf) file or device driver. To resolve this issue, view the following article in the Microsoft Knowledge
Base:
Q188601 Err Msg: There Is No WinModem Found in Your Computer, But...

Dial-Up Networking "Error 630" Error Message

When you attempt to use Dial-Up Networking, you may receive the following error message:
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.
You may receive this error message if the modem is using a new serial port assignment due to new
devices that are installed by Windows 98/98 Second Edition hardware detection. If this occurs,
change the properties of the Dial-Up Networking connection to use the new modem settings.
Programs in the StartUp folder can also cause this error message. To disable programs in the StartUp
folder, follow the steps in the "'Could Not Open Port' Error Message" section in this article.

Dial-Up Networking "Error 633" Error Message

When you attempt to use Dial-Up Networking, you may receive the following error message:
Error 633: The modem is not installed or configured for Dial-Up Networking. To check your modem
configuration, double click the Modems icon in Control Panel.
This error message can occur if the Telephon.ini file is absent or damaged. To resolve this issue, view
the following articles in the Microsoft Knowledge Base:
Q191444 Error Message: The Modem Is Not Installed or Configured for...
Q120221 How to Rebuild the Telephon.ini File

Dial-Up Networking "Error 745" Error Message

When you attempt to use Dial-Up Networking, you may receive the following error message:
Error 745: An essential file is missing. Re-install Dial-Up Networking.
You may receive this error message if a Dial-Up Networking dynamic-link library (.dll) file is absent or
damaged. To resolve this issue, view the following article in the Microsoft Knowledge Base:
Q174579 Error Message: Error 745: An Essential File Is Missing

Other Troubleshooting
In general, if your modem passes a diagnostics test, the issue is usually with the specific program or
component that you are trying to use, and not with your modem or the modem driver.
To verify that the modem can pass a diagnostics test:
1.
2.

Click Start, point to Settings, and then click Control Panel.

Double-click Modems, and then verify that your modem is listed on the General tab.
NOTE: If your modem is not listed, the driver is not installed properly or at all, and your
modem cannot be tested. If this is the case, follow the steps in the " Verify Modem Type and
Model" section in this article to install the modem driver.

3.

Click Diagnostics, click the COM port to which your modem is attached, and then click
More Info.
NOTE: If the More Info dialog box is displayed without an error message but you do
receive a series of AT commands and responses, the modem has passed a diagnostics test.

Telephony Application Programming Interface (TAPI)

Issues
If your modem passes a diagnostics test but is not available in HyperTerminal, Dial-Up Networking,
or Phone Dialer, it may be an issue with TAPI, or the Telephon.ini file may be absent or damaged. To
resolve this issue, view the following articles in the Microsoft Knowledge Base:
Q191444 Error Message: The Modem Is Not Installed or Configured for...
Q120221 How to Rebuild the Telephon.ini File

Program-Specific Issues
If the modem passes a diagnostics test and works with some programs but not with others, it is
probably an issue that is specific to the program. Programs can be broken down into two categories,
16-bit programs and 32-bit programs:

16-bit programs:
16-bit programs access the COM port directly. To test if there is direct communication with
the COM port:
1. Click Start, point to Programs, point to Accessories, point to Communications,
and then click HyperTerminal.
If HyperTerminal is not installed on your computer, view the following article in the
Microsoft Knowledge Base for more information about how to install additional
components:
Q188125 Windows 98/98 Second Edition Components for Typical, Portable
and Compact Setup
2.
3.
4.

5.

Double-click Hypertrm, type test in the Name box, and then click OK.
In the Connect Using box, click Direct To Com x (where x is the serial port
number to which the modem is connected), and then click OK.
In the Bits Per Second box, click 9600, and then click OK. You can view the
"Connected h:mm:ss" message on the status bar in bottom-left corner of the
HyperTerminal window.
Type at, and then press ENTER. You receive an "OK" message.

If you receive the "OK" message, HyperTerminal is accessing the COM port directly. If your
16-bit program still cannot communicate with the modem on that COM port, contact the
program manufacturer. If you receive a "Can't open port" or "Port already open" error
message after step 4, there is a hardware issue, a resource conflict, or another program
(such as a fax or voice mail program) that has control of the COM port. For additional
troubleshooting steps, view the "'Could Not Open Port' Error Message" section in this article.

32-bit programs:
If the modem works with HyperTerminal, Dial-Up Networking, and Phone Dialer, but not with
another third-party 32-bit communications program, the issue is with the third-party
program. For information about how to resolve the issue, contact the program manufacturer.

Troubleshooting Modem Problems Under

Windows NT 4.0
The information in this article applies to:

Microsoft Windows NT Workstation 4.0

Microsoft Windows NT Server 4.0

Summary
This article describes procedures to help you diagnose and fix problems when you are unable to dial
out using your modem in Windows NT 4.0 with Dial-Up Networking (DUN).

More Information
Installing Your Modem
If your modem is not on the Windows NT 4.0 Hardware Compatibility List (HCL) or is not detected by
Windows NT, use one of the following procedures to install it:

Obtain from the modem manufacturer an .inf file designed for Windows NT 4.0. Follow the
manufacturer's instructions for installing the modem in Windows NT 4.0. Contact the modem
manufacturer for assistance with this procedure.
If your modem has an .inf file for Windows 95, you may be able to use that file under
Windows NT. When you are adding the modem through Control Panel, Modems, check the
box labeled, "Don't detect my modem; I will select it from a list." Choose the "Have Disk"
option and insert the disk containing the Windows 95 .inf file. Please be aware that not all
Windows 95 .inf files will work correctly in Windows NT 4.0.
Install your modem as a standard modem using the following steps:
1. In Control Panel, double-click Modems. The Install New Modem Wizard starts
automatically if you have not installed a modem before. If the wizard does not start
automatically, you have installed a modem previously and you should click Add to
start the wizard.
2. Check the box labeled "Don't detect my modem; I will select it from a list," and then
click Next.
3. In the Manufacturers box, click Standard Modem Types. In the Models box, click a
model that corresponds to the speed of your modem, and then follow the
instructions in the Install New Modem Wizard.

Verify Your COM Port(s)

Verify that Windows NT recognizes your COM port(s) by double-clicking the Ports icon in Control
Panel to see if the COM port that the modem is connected to is listed. If it is, Windows NT recognizes
the COM port.
If the COM port is not recognized in the Control Panel Ports applet, there is most likely a hardware
problem or a configuration problem. Use the following steps to troubleshoot the problem.
External Modems
1.

2.
3.

If the COM port is on the motherboard or is provided by a serial card, make sure the port is
not disabled in the BIOS (also called the CMOS) setup of the computer. Refer to the
documentation for your computer to obtain information about configuring options in the
BIOS setup.
Make sure there are no other adapters or devices that are configured for the same Base I/O
Address or IRQ as the COM port to which the modem is attached.
Verify that the serial port is not defective. If the modem and any other serial devices fail on
the COM port but work on other COM ports, and you have verified the two steps above, the
serial port may be defective.

4.

Verify the serial cable is not defective by using a new standard serial cable.

Internal Modems
1.

2.

3.

4.

If the COM port is defined by an internal modem, make sure the jumpers on the modem are
configured properly. Internal modems will almost always have a jumper on the adapter that
configures the modem as a particular COM port. There may or may not be jumpers that
allow you to set the Base I/O Address and IRQ to be used by the modem as well.
If the modem is configured for a COM port number that is assigned to a COM port on the
motherboard or a serial card (physical port), you must either set the modem to use a
different COM port, or use the BIOS setup to disable the COM port with the same number as
the internal modem. For example, if both the internal modem and the physical COM port are
set to COM1, you must either set the internal modem to a different, unused COM port, or the
physical COM1 port must be disabled in the BIOS setup.
Make sure there are no other adapters or devices that are configured for the same Base I/O
Address or IRQ as the internal modem. Usually COM3, using an IRQ (or interrupt) of 5, is a
good choice for an internal modem. However, if you have a sound card, you may need to
choose a different IRQ than 5 since many sound cards use that interrupt.
In the Ports component of Control Panel, verify that the IRQ settings and the I/O addresses
are correct. Check the System log with the Event Viewer for I/O or IRQ conflict errors.
When possible, use standard settings for COM ports, which are as follows:

5.
6.
7.

SERIAL 1 COM1: I/O Address = 3F8h IRQ = 4

SERIAL 2 COM2: I/O Address = 2F8h IRQ = 3
SERIAL 3 COM3: I/O Address = 3E8h, IRQ = 4
SERIAL 4 COM4: I/O Address = 2E8h, IRQ = 3

8.

9.

You do NOT need to add a new port in the Control Panel Ports applet to add support for an
internal modem. NTDETECT will detect the internal modem and the COM port it is configured
to use. If a duplicate port was added using the Add button in the Control Panel Ports applet,
use the Delete button to remove the duplicate port.
Verify that the internal modem is not defective. Also, it is often a good idea to check with the
vendor of your modem to see if there is a flash upgrade available for your modem.

Troubleshoot with HyperTerminal

Verify that Windows NT recognizes your modem and that you can dial out using the HyperTerminal
program. To do so, follow these steps:
NOTE: Before attempting to use HyperTerminal, verify that the Remote Access Server service is not
running. Double-click the Services icon in Control Panel and verify that the Status column next to
Remote Access Server is blank. If it displays "Started," click the Stop button to disable the Remote
Access Server service before continuing.
1.
2.
3.
4.
5.
6.

7.
8.

Click Start, point to Programs, point to Accessories, point to HyperTerminal, and then click
HyperTerminal.
When the New Connection Wizard is displayed, click Cancel.
On the File menu, click Properties, and then click the modem you want to test to select it in
the Connect Using list.
Click Configure, verify that your modem is set to use the correct port, and then click OK.
Type "AT" (without quotation marks) in the HyperTerminal window, and then press ENTER.
If "AT" (without quotation marks) is displayed in the HyperTerminal window as you type it
and "OK" (without quotation marks) is displayed after you press ENTER, HyperTerminal
recognizes the modem properly. If "AT" is not displayed as you type it or if "OK" is not
displayed after you press ENTER, review the previous steps in this article to verify that your
modem is installed properly in Windows NT.
Verify that your modem can dial out using HyperTerminal. On the File menu, click New
Connection, and then follow the instructions on your screen.
Click Dial. If the modem's speaker is enabled, you should hear a dial tone and the sound of
the modem dialing the phone number.

For additional information, please see the following article(s) in the Microsoft Knowledge Base: