Suggestions for Improving Connectivity

1. Plug the modem directly into a phone jack with nothing in-between.

   It's a good idea to be sure that the modem is plugged directly into a phone jack. Although modems are supposed to ignore other devices, they don't always. Try unpluging any devices (telephone, answering machine, fax machine) you have plugged into the modem and remove any splitters you may be using.

2. If the modem is not on a separate line, unplug any other telephony devices that are plugged into the line the modem is using, even if they're in different rooms.

   Other telephony devices plugged into the phone line, even in different rooms, tend to increase line noise and unplugging these devices while online can make a significant difference.

3. Be sure the modem is running the latest firmware.

   Firmware is the portion of modem hardware that can be electronically re-programmed with software. Most 56K modems have flash ROM, or software-upgradeable firmware. The modem manufacturers update modem firmware on an as-needed basis in order to address problems they've seen that are specific to one of their modems.

   www.56k.com/links/Firmware_Updates/ has a list of links to the firmware updates for most brands of modem currently on the market. It is possible to break your modem with a firmware update so exercise care when doing this. Seanet cannot be held responsible if you break your modem. If you have concerns about this, please contact the modem manufacture before upgrading your firmware. You should only use a firmware update for their specific modem and be wary of any updates that are beta.

4. Be sure the operating system is using the latest drivers (if PC) or modem scripts (if Mac) for the brand of modem.

   Drivers and scripts are the portion of the operating system that control devices. It's worth downloading new drivers for the modem since the drivers already in the system may be corrupted or there may be updated drivers available. Even when the modem is brand-new, there's no guarantee that the drivers that came with the modem are current since it's impossible to tell when the modem shipped or how long it's been sitting on the shelf at the computer store.

   www.56k.com/inits/ has links that include instructions for downloading and installing new drivers or scripts as well as links to the places to find them on modem manufacturer's websites.

5. Try adding an Init String to the system settings.

   Before modem software dials a phone number, it initializes the modem by sending it a series of AT commands which configure the modem's options for error correction, data compression, flow control, etc.

   Init Strings can be found in the manual that came with the customer's modem. www.56k.com/inits/ is a helpful site with instructions and information about Init Strings.

6. Try more than one of the 56K access numbers we have available.

   You may experience better connectivity with one number over another depending upon how the calls are routed.

Known Issues

The instructions below refer to Port Speeds, Flow Control, Fifo Settings, and Init Strings. These settings can be found on the Modems Control Panel in Windows 95/98. To get to the screens with these settings:

1. Click on the Start Button and select Control Panels.
2. Double click on the Modems Icon.
3. Highlight your modem on the list of modems.
4. Click on the Properties Button.
   • The Port Speed is the pull down menu that is labeled Maximum speed.
5. Click on the Connection Tab.
   • To change the Fifo Settings click on the Port Settings Button.
   • To change the Init Strings String or Flow Control click on the Advanced Button
     • The Init Strings String field is labeled Extra settings.
     • The Flow Control setting is in the upper right corner of the window.

1. USRobotics Sportsters

   USR Sportster modems of all kinds suffer from a known issue called the Spiraling Death Syndrome. Essentially what happens is that the modem connects fine, but runs slower and slower as it's connected or suffers sudden disconnects. Here's the solution:

   • Init Strings: First, try S15=128. If this doesn't work, try S15=128&K0.

2. Lucent LT Winmodems

   This is another type of modem with known disconnection issues. Here's the fix:

   • Fifos: Lower these 1 notch apiece and add an Init Strings (see below). If the problems persist trying lowering the Fifos all the way.
   • Init Strings: first lower the port speed to 57600. Then try AT&FX or AT&FX-v90=1S38=0S28=1 (this enables V.90 and V.34, disables k56flex).
   • Other things to try: If dropped connections are a problem, try checking the `Require to connect' box under `Use error control.' Try switching the error control from RTS/CTS (hardware flow control) to XON/XOFF (software flow control).

3. Motorola SM56 Modems

   This is a software modem with a Motorola chipset and known connectivity issues. They tend to connect at low speeds and have frequent dropped connections. Here are some things to try:

   • Fifos: Lower these 1 notch apiece and add an Init String (see below). If the problems persist trying lowering them all the way.
   • Init Strings: first lower the port speed to 57600. Then try: AT&F&C1&D2 or AT&F&C1&D2*mm15(this disables V.90).
   • Other things to try: If dropped connections are a problem, try checking the `Require to connect' box under `Use error control.' Try switching the error control from RTS/CTS (hardware flow control) to XON/XOFF (software flow control). If dropped connects aren't the problem you might want to try turning error control OFF as a last ditch effort.

4. IBM MWave Modems

   These are both a modem and a sound card and they have all kinds of known connectivity issues -- so much so that some ISPs won't support customers with these modems. Here are some things to try:

   • Fifos: Lower these 1 notch apiece and add an Init Strings (see below). If the problems persist trying lowering them all the way.
   • Init Strings: first lower the port speed to 38400. Then try: ATS0=0Q0V1&C1&D2M (recommended by IBM) or AT"H%C\N*TH8 (said to help in connecting these modems to Livingston portmasters like Seanet's).
   • Other things to try: If dropped connections are a problem, try checking the `Require to connect' box under `Use error control.' If dropped connects aren't the problem you might want to try turning error control OFF as a last ditch effort.

5. Rockwell/Conexant, Dual, and Soft56 Modems

   The Rockwell or Conextant Dual chipset is somewhat different, using a different AT command set and different firmware, but again a firmware upgrade frequently takes care of their problems. The most common modem with the Dual chipset is the Diamond SupraExpress.

   The Soft56 chipset is Rockwell/Conexant's version of the HSP chipset.

   Here are fixes to try:

   • Fifos: For all of these modems you can try lowering the Fifo buffers one notch and lowering the port speed to 57600.
   • Init Strings: different for the different types.
     • HCF and Soft56 Init Strings: AT&F&C1&D2+MS=v90,0 or AT&F1
     • DUAL Init Strings: AT&F&C&D2+MS=12 or AT&F2

6. HSP Micromodem 56

   This is another variety of software modem -- this time with the PC-Tel 56k chipset. It's one of the cheapest currently on the market. It's designed to use the host computer CPU to perform the signal processing and other functions normally handled by a separate controller chip. It's theoretically supposed to use only the unused instruction cycles in the CPU, but can actually use 50% or more of the CPU's processing power.

   Here's how to deal with their problems:

   1. Lower the port speed to 57,600 and then lower the Fifo buffers by one setting on both transmit and receive. Then enter the Init String: AT&F&C1&D2&K3W1.
   2. If it's still having problems, try dropping the Fifo buffers to the lowest setting and changing the Init String to: AT&F&C1&D2&K3%N5W1 or AT&F&C1&D2&K3%N6W1.
   3. If the issues still persist, change the Init String to: AT&FS37=12N1.

Useful Links:

Line Test Sites

BandWidthPlace Line Test: http://bandwidthplace.com/speedtest/

Troubleshooting Sites

56K.com - This is the best site for 56K information and troubleshooting stuff with good links to manufacturers, etc.: www.56k.com

modemhelp.net - Another great place for 56k related trouble shooting. Full list of Windows Dial Up Networking error codes and solutions to fix them. : www.modemhelp.net

Richard Gamberg's 56K Troubleshooting Pages - This is another site offering lots of 56K information.: 808hi.com/56k/trouble.htm