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What should I do if I'm using UPS hardware and the modem won't dial?

  • Most modems have an external speaker, allowing you to hear the modem. If the modem is not dialing, and the message "Could not dial and connect to UPS" is displayed, follow these steps:

    1. Make sure the modem is turned on and receiving power. For external modems, at least one status light should be lit (such as the MR or HS light) when the modem is turned on and properly receiving power.
    2. Make sure the phone line is connected properly. Modems have a line and a phone jack. Plug the phone line (generally originating from a wall jack) into the modem's line jack. Then plug a telephone into the modem's phone jack. Pick up the telephone receiver. If (and only if) you hear a dial tone, you've connected the phone line properly.
    3. Make sure the RS232 cable operative is connected properly. For external modems only: the RS232 cable generally has 25 pins where it connects to the modem and nine pins where it connects to the computer's serial port. Make sure this cable connects snugly. Just in case the cable is bad, you might try using another RS232 cable.
    4. Is another communications program (such as Procomm, Terminal, or a Fax program) currently running? If the modem is being accessed by another program, UPS OnLine® products will not be able to use the modem. Close the interfering program and try again.
    5. Try out all of the COM port settings in the Ports field. The modem port may be configured as COM1, COM2, COM3, or COM4. If you don't know your COM port number, simply try all of the COM ports.
    6. Try the second serial port (external modems only). IBM PCs and compatibles generally have two 9-pin male serial ports in which a modem's RS232 cable may be plugged into. Your external modem should currently be plugged into one of these serial ports. If the other serial port is free, try plugging the modem into this port. Because a different COM port is now being utilized, you must repeat step 5.
    7. Does a serial device conflict exist? All serial devices (such as modems, Eltron printers, and some mice) have a specific COM port setting and a specific IRQ (Interrupt ReQuest number) setting. No two serial devices may share the same COM port setting. Likewise, no two serial devices may share the same IRQ setting. If they do, a conflict arises, and one or both of the conflicting serial devices fail to function. The COM port and IRQ settings on one of the conflicting serial devices will need to be changed so that they are unique.
    8. At this point, if your problem is not resolved, two possibilities remain. Both are fairly technical, and may require support from the modem's vendor or a qualified computer technician. COM port and IRQ settings are generally configured using jumpers. There is a card within your computer which connects to the two serial ports on the back of the computer (via ribbon cable). Typically this is the IDE card, but here we will call it "the serial card". External modems are connected (via an RS232 cable) to a serial port, which in turn is connected to the serial card. Jumpers are located on this serial card. The card's user manual will discuss the jumper settings. For internal modems, jumpers are located on the modem itself. The modem's user manual will discuss the jumper settings.

    Additional Technical Notes:
    Internal modems only: The COM port and IRQ settings on the serial card may be conflicting with the COM port and IRQ settings on the internal modem. If the conflict cannot be resolved, serial ports not being used may be disabled through the configuration of jumpers on the serial card.

    The MSD.EXE program is a tool which may be used to diagnose serial device conflicts. Upon running MSD.EXE, press C to determine which COM ports are currently active (meaning they are present and are not failing due to a conflict). Press Q to determine which IRQs are being utilized by serial devices (they will be tied to COM ports).

    Have the modem's configuration settings been erroneously modified? All but the most basic modems possess Non-Volatile RAM (NVRAM), allowing the modem's configuration settings to be permanently altered (meaning that the settings do not revert back to default settings after turning the modem off). Changing certain settings will cause the modem to operate incorrectly. The settings must either be corrected, or the modem must manually be reset to a default state. Consult the modem's vendor or the modem's user manual.