Modem troubleshooting


    1. Check the type of software you are using to connect. Unity Software is used to connect to single bus systems and Remote Clock Software with multi bus systems.


    1. Check all connections, ensuring they are properly connected and verify the following: a) that the DTC (Digital Time Clock) has power, b) that the power cable is connected to the modem, c) that the power LED is on, d) that the modem is connected to the DTC and e) that the phone line is connected to the modem with the other end connected to the wall jack.


    1. Power cycle the modem by disconnecting the phone line, power cable to the modem, and the clock cable from the control card. Wait for a minute and then reconnect all cables.


    1. Verify the phone line by: a) making sure it is an analog phone line, b) calling the modem number to ensure a modem tone is heard and c) ensuring no other devices are sharing the phone line with the modem. This can be done by disconnecting the phone line going to modem and dialing the number again to ensure no other devices pick up.


    1. Ensure that the modem number being dialed doesn’t require an extension.


    1. Verify modem number by (on the DTC) going to the Dial Up Host option to dial out from the modem number to a phone with caller ID. Navigate to: USER MENU > SETUP MENU > RESTRICTED (PASS CODE 900001) > REMOTE SYSTEM MENU > DIAL UP HOST. You will need to enter a phone number using the Tab (to navigate) and Scroll (to change parameters) buttons. Once the number is entered press “Enter” twice and the modem will dial out. Make sure if a dial out prefix is needed, it is added before dialing out, such as 9.


    1. Check the systems stability by navigating to the bus scan display. Navigate to: USER MENU > SETUP MENU > RESTRICTED (PASS CODE 900001) > ADDRESSING BUS SCAN > BUS SCAN DISPLAY. The error count at the bottom of the screen should read 0, or be unchanging. If there are errors accumulating, the bus is unstable. Refer to “Troubleshooting an Unstable Bus” for further troubleshooting.


    1. 3. If dialing into a multi-bus system, the instability of the backbone bus could be causing the problem. Try to dial into one bus at a time (Server Card & 1 Uplink), the backbone bus should be properly terminated and the CAT5 cables should be plugged into the correct port. (Cables from the GR2400 Bus to PORT3, cables from the backbone bus to PORT2).


“No Carrier”

  1. Follow each step as covered previously under “Troubleshooting a Modem that Can’t be Dialed Into.”


“Can’t open the communication port”

  1. Ensure that the correct com port is chosen on the computer being used to dial into the system.
  1. Ensure that your local modem is not being used by other applications.
  1. Ensure that your local modem is powered up or is plugged into the computer properly.
  1. Other possibilities may be a bad modem, no modem driver installed, and other computer setting issues.  Please consult with your system administrator.


“Cannot send password to the clock”

  1. Ensure you are not dialing to a multi-bus system with Unity software.  If it is a multi-bus system, use Remote Clock software.
  1. Ensure the password on the Unity software matches the password on the DTC. To verify navigate through the clock as follows: User Menu>Setup Menu> Restricted>900001>Remote System Menu>Remote Password.  Verify the password here.
  1. Ensure that there are no other modems hooked into the phone line.
  1. Ensure that the bus is stable (User Menu>Set Up Menu> Restricted>900001>Addressing Bus Scan>Bus Scan Display).  If, at the bottom of the screen, there are errors accumulating, the bus is unstable.  Refer to “Troubleshooting an Unstable Bus” for further troubleshooting steps.


“Line is Busy”

  1. Ensure the phone line is not busy (connected to another phone or device).
  1. Ensure phone line is active and has a dial tone.


“No Dial Tone”

  1. Ensure that an active phone line is connected to the local computer modem.
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