File: trouble.txt 3Com Corporation 3Com Megahertz 10/100 LAN + 56K Modem PC Card (3CCFEM556 PC Card family) This file contains troubleshooting information for the LAN+Modem card. This file includes the following topics: - Troubleshooting in Windows95B (OSR2) Problems - Troubleshooting for Windows NT 4.0 - Troubleshooting for DOS - Troubleshooting for Windows for Workgroups - Troubleshooting in Windows NT 3.51 - Troubleshooting in Windows 98 and Windows NT 5.0 - Known Problems with some notebook computer models. - General Hardware Troubleshooting Tips - WNICDIAG.EXE - General Modem Troubleshooting Tips ============================================================ Troubleshooting in Windows95B (OSR2) Problems --------------------------------------------- Problem: Unable to create multiple configurations with one portion of the adapter disabled and the other enabled in Device manager. Solution: This feature is not supported by this adapter. Problem: SETUP fails to complete Solution: Try rebooting and see if SETUP continues after reboot. If not, try the Plug N Play method described in the manual and W95NDIS3.TXT file. Also, try installing the LAN+Modem card in another slot. Problem: SETUP cannot find files. Solution: This problem can occur when SETUP is requesting files from one of the Installation Disks. If you click OK before swapping the floppies in Drive A, If you click OK with Installation Disk 1 in the floppy drive, and SETUP wants a file from Installation Disk 2, it may fail to find the file even after insert the proper diskette. You can continue with the SETUP process by pointing to a specific path on the correct Installation Disk, for example A:\WIN32 or A:\WIN95. Problem: Not connecting to network. Solution: Double-check that you have the appropriate client installed. This is especially true for systems with built-in modems, since they are often configured at the factory for dial-up networking. Problem: Card is not detected, even though the PCMCIA controllers are installed and working. Other cards function normally. Solution: The 3Com Network Adapter was probably installed incorrectly. Try running UNINSTAL and reinstalling the adapter. If this fails, remove all instances of the LAN+Modem card in the Device Manager. Be sure to expand every Device Category as this may be where the LAN+Modem card is incorrectly installed. Problem: The adapter fails to connect to the network or fails to receive an IP address from a DHCP server on bootup. After 3 minutes or so, it connects fine and renews the IP address. Solution: This is commonly due to the computer being plugged into a manageable switch. If you are connected to your network through a manageable switch, make sure that the port on the switch has spanning tree algorithm turned off. The spanning tree algorithm typically takes about 15 seconds to run. By that time, the laptop has timed out and continued with operation believing that the port is inactive. Other solutions include placing a hub between the laptop and the switch. Your networking client may also have a method for increasing the TIMEOUT period. If you are attaching to a Netware Server using a protocol other than 802, you may also need to force the frame type of your IPX/SPX 2. Problem: The machine locks up on shutdown. Solution: Many newer machines were shipped out with Microsoft's IE 4.0. Microsoft now has a patch available that addresses many of these issues. Obtain the patch from your computer vendor or Microsoft. ============================================================ Troubleshooting for Windows NT 4.0 ---------------------------------- Problem: Card not connecting to network. Modem may not be working. LAN function failed to start server service. Solution: Install Windows NT Service Pack 3.0. Problem: Lan functionality works, modem functionality fails. Solution: Probable resource conflict. Try changing COM port, memory range, and IRQ. On many notebook computers, COM1 and COM2 are reserved, but COM3 and COM4 will be available. After reallocating resources, delete and reinstall the modem. If this doesn't work, try matching the resources on the LAN+Modem card with those chosen in NT. Problem: Lan functionality works, modem functionality fails. Solution: If you are using third-party card services, remove card services and reinstall the LAN+Modem card. If this doesn't work, try matching the resources on the LAN+Modem card with those chosen in NT. SystemSoft CardWiz NT 4.0 is not supported. If you have this installed on your system, you will need to uninstall the software or check 3Com's and SystemSoft's WWW sites for further information. Make sure that you have reinstalled Service Pack 3. Check that the IRQ, COM PORT, and Memory range are valid. You can check whether the port chosen is valid in Control Panel\Ports. If the port chosen appears on top, for example: COM 3 COM 1 COM 2 the modem will usually install correctly. Ensure that the COM port installed for the modem is the same as the COM port chosen when installing the Network. After making any changes under network configurations, delete and reinstall the modem. If you set the IRQ and IO address using CONFIG.EXE under DOS, you may find valid resources. You can then install the card under Windows NT using those resources. Problem: Error message: "At least one service or driver failed during system startup..." One common error of this type is failure to start the Server service. Solution: This problem is related to serial and COM port assignments. Check your current COM port, IRQ, and memory range settings. Reallocate resources if necessary. Problem: An error in the Event Viewer reports that COM ports have overlapping control registers (for example, the control registers for COM4 overlap the control registers for COM2). Solution: Reinstall Service Pack 3. ============================================================ Troubleshooting for DOS ----------------------- Problem: Cannot install the NDIS 2 driver in the Compaq Armada 4120, running DOS with Card and Socket Services 5.0 enabled. Solution: Use the Point Enabler FMENABLE.EXE in this configuration. Problem: The Enabler assigns either IRQ 3 or IRQ 4. After loading the ODI driver and VLM client, it cannot see the server, even though the link is ON on both sides. Solution: Force the enabler to use IRQ 10 (IRQ=A) or another available IRQ. Problem: AutoLink hangs. Solution: Remove SMARTDRV.EXE from AUTOEXEC.BAT. Problem: After running AutoLink, the client cannot connect to the server because of an IRQ conflict. Solution: Force the enabler to use IRQ 5 (IRQ=5) or 7 (IRQ=7). ============================================================ Troubleshooting for Windows for Workgroups ------------------------------------------ If you cannot install the drivers from the path C:\MHZ, install them from A:\ using Installation Disk 2. See WFWNDIS2.TXT for procedures. For the latest information on installing the LAN+Modem in this environment, see the 3Com World Wide Web site at HTTP://WWW.3COM.COM. Locate the Support area and select Network Interface Cards. You can also obtain the latest drivers the 3Com Support BBS at 1-847-982-5092. ============================================================ Troubleshooting in Windows NT 3.51 ---------------------------------- If your card does not work with the default IRQ and COM settings (IRQ10 and COM2), try different settings. ============================================================ Troubleshooting in Windows 98 and Windows NT 5.0 ------------------------------------------------ These operating systems had not been released by Microsoft at the time the product was shipped. No information is available at this time. For the latest information on installing the LAN+Modem in this environment, see the 3Com World Wide Web site at HTTP://WWW.3COM.COM. Locate the Support area and select Network Interface Cards. You can also obtain the latest drivers the 3Com Support BBS at 1-847-982-5092. ============================================================ Known Problems with Some Notebook Computer Models ------------------------------------------------- AST Ascentia P80 Problem: Not supported. This platform does not appear to recognize 16-bit cards. Contact AST for possible solutions. Digital HiNote VP 575 Problem: SETUP hangs. Solution: Upgrade to the latest BIOS (available from the Digital web site). -------- Fujitsu Lifebook 585tx Problem: Hangs or disconnects from the network in Windows 95 (version B) when operating LAN and modem modes simultaneously. Also, the modem fails under DOS. Solution: Upgrade to Windows 95 to run the modem. Do not use the LAN and modem functions simultaneously. -------- Compaq Presario 1080 Problem: The Enabler cannot activate the PC Card. Solution: To make this PC work in DOS, disable the modem and sound cards in BIOS. -------- Hewlett-Packard OmniBook 486/DX-4 4000c Problem: Fails to load driver with default settings. Solution: Use I/O Port 320. This value should be specified in the NET.CFG. -------- Hewlett-Packard OmniBook 800CT Problem: Does not support the LAN+Modem card under DOS. Solution: An upgrade to Windows 95 is recommended. -------- Micron Transport VLX Problem: Unable to run CONFIG.EXE and load Enabler. Solution: Disable Plug and Play in the BIOS before running CONFIG.EXE and loading the Enabler. -------- Micron XPE Problem: Unable to dial using modem in DOS. Solution: The modem operates correctly under Windows 95. An upgrade to Windows 95 is recommended. -------- NEC Notebook Computers On many NEC notebooks, the diagnostics will not run, but the adapter will function. This is normal. NEC 6000H Problem: Cannot map to server when using point enabler under DOS. Solution: Force the enabler to use IRQ 7 (IRQ=7), 9 (IRQ=5) or 11 (IRQ=11). -------- Texas Instruments Extensa and Travelmate Problem: Card fails to install on TI Extensa 560 family, 600, 650, 660, and TravelMate 6000 family platforms under Windows 95. Solution: Obtain the NO PCM utility from the TI web site. Also, try using the other socket. Functionality in these machines appears to be socket-dependent. -------- Toshiba Notebook Computers With newer Toshiba Notebook computers, there are issues with the CardBus implementation. If you are running DOS or Windows NT, you should have the Controller in PCIC compatible mode. Go into the BIOS or the TSETUP program and change the controller mode to PCIC compatible mode. ("Auto" and "CardBus/16-bit" will not function correctly.) Also: -- Run the adapter on COM ports 3 or 4. -- Specify a memory range of D800. -- Choose interrupt 10 or 11. If you are running Windows 95, you should be able to use the adapter in "Auto" or "CardBus/16-bit", but you may have to try "PCIC compatible mode" if you have problems. Toshiba 530CDT-J Problem: With the Bus set to PCIC compatible, error when the LAN+Modem card is inserted at installation. Solution: Prior to installation: 1. Try disabling the internal Toshiba modem. 2. Try disabling the sound devices listed in "Sound, video and game control. ============================================================ General Hardware Troubleshooting Tips ------------------------------------- If the adapter diagnostic tests in CONFIG.EXE or WNICDIAG.EXE fail, the adapter might not be defective. Check the following: 1. Make sure that the adapter is operating in a computer containing the Personal Computer Memory Card International Association (PCMCIA) Release 2.01, Type II or Type III slots. Usually the CONFIG.EXE will work best on an INTEL PCIC or compatible controller. If using Windows 95 WNICDIAG.EXE, make sure that the driver is Properly loading if it appears with a yellow exclamation point or Red X, continue with Windows 95 trouble shooting at the end of this Document. 2. Make sure that the adapter is completely seated in its slot. Review the installation instructions in the appropriate adapter guide. 3. Make sure that your computer is running DOS 3.1 or higher and that no device drivers or memory managers are loaded. With DOS 6.22 this can be achieved by rebooting and hitting F5 when the message "Starting MS-DOS" appears on the screen. In Windows 95, this can be achieved by rebooting and hitting F8 when the message "Starting Windows 95" appears on the screen. The Windows 95 boot menu should then appear. At this point choose "Safe Mode Command Prompt Only." Usually this choice is Option #7. 4. Inspect all cables and connections. Try the laptop at a known good port. Also, for twisted pair try attaching the adapter directly to the HUB or SWITCH. If this works, there is probably an intermediate wiring problem. Contact your network administrator. 5. If you are running the Echo Server test, make sure that the adapter is securely connected to a properly cabled network and an echo server is set up on the network. 6. If you are configuring the I/O base address or interrupt request level make sure that the settings you choose for these parameters do not conflict with any other peripheral or software program installed in the computer. 7. Make sure that the configuration setting for ether FULL DUPLEX is correct. 8. The computer in which the adapter is installed might be defective. Install the adapter in a known functioning computer and run the tests again. 9. Replace the failed adapter with a known working adapter, with the same configuration. If the second adapter fails, something is probably wrong with the test environment, not with the adapter. ============================================================ WNICDIAG.EXE ------------ The WNICDIAG.EXE will not work properly if the drivers are not loading or unloading properly. Some of the factors that may be causing this are resource conflicts, use of other clients (for example, Client 32), or a faulty installation. If the driver appears to be loading correctly and there are no signs of errors, the adapter is most probably working properly. If you are running Client 32, we recommend that you run CONFIG.EXE from DOS when you want to verify hardware integrity. If the drivers do not appear to be loading (a yellow exclamation or red x in CONTROL PANEL/SYSTEM/DEVICE MANAGER), try deleting and reinstalling the adapter. Make sure you are using the latest version of the Client 32. Check with your network administrator or Novell's web site for the current latest version. ============================================================ General Modem Troubleshooting Tips ---------------------------------- -------------- Loopback Tests The following loopback AT commands are not supported: Local Analog Loopback (AT&T8) Remote Analog Loopback (AT&T1) Local Digital Loopback (AT&T6) Remote Digital Loopback (AT&T3) ---------------------------------- If You are Using Quicken Version 6 The default maximum baud rate of a modem in Quicken 6 is 19,200bps. Follow the instructions in the Quicken 6 manual to increase this baud rate for your Megahertz modem. ------------------------------- Receiving Faxes in ProComm Plus The auto-answer detect feature of ProComm Plus does not work with the LAN+Modem card. Turn off auto-answer detect. ----------------------------------- Using Automatic Credit Card Dialing When you enter the dial string for a credit card call, place an ampersand (&) at the end of the phone number, before the credit card number. ----------------------------------------------------- If You Don't Use Error Correction or Data Compression To enhance performance when not using error correction or data compression, set S24=64. ----------------------------------- Where is the Script file for XXXXX? There are several script files included on Installation Diskette 1. Check WWW.3COM.COM for more available Script files If you are unable to find one for your communication software, please check with the vendor or the vendor's website for a script file. ------------------------------------------ You can't achieve 56K or 53.3K connections The maximum allowed rate is currently 53.3K by the FCC. You can only achieve these by connecting to a compatible 56K protocol. Your speed may be limited by the number of different nodes between your modem and your ISP. ------------------------------------ You Can't Get a 33,600bps Connection Your modem connect speed of 33,600bps is set to OFF. To enable a 33,600bps connection, set S33=0. Also, connection and data transfer rates will be dependent on several factors including (but not limited to) the type of modem you are connecting to and the amount of line noise. ----------------------------- Adjusting the Dial-tone Volume The modem supports only one dial-tone volume and it cannot be changed or turned off. To suppress the volume, turn off or mute the PC speaker. ------------------------------- Cellular: The Modem Won't Work Your cellular phone battery may be low. Insert a fully powered battery. ---------------------------------------------------- Cellular: Can't Hear Modem When Dialing & Connecting Your modem is designed not to produce audio until a connection is being negotiated. ------------------------------------- Cellular: The Phone Keeps Turning Off The modem is designed to turn off the cellular phone whenever the modem power is turned off. ----------------------------------------------------- Cellular: Dial-up Networking Won't Work With Cellular Windows 95 OSR2 has a feature in the Control Panel under the Power icon (PC-Card Modems tab) called "Turn off PC-Card modems when not in use" that must be disabled during dial-up networking. This should allow you to hear the beep-up tones when the modem is inserted and active, and to use dial-up networking. -------------------------------------------------------- Rapidcomm Voice: Error Message: "Wrong Token Error 1001" This error occurs when a greeting or auxiliary message is recorded when calling in remotely to RapidComm Voice without pressing pound (#) following the recording. --------------------------------------- Rapidcomm Voice: Auto Detect Won't Work Auto Detect doesn't work when set to Voice/Data/Fax when receiving a fax from some modems. The default setting for RapidComm Voice Auto Detect that is shipped with your modem is set to Data/Fax, so Auto Detect should work. (%ver trouble.txt v1.1)