NT 4.0
Trouble
Shooting
Modems
 
 Com Ports
Internal Modems
Install Modem
 Hyperterm Stuff
Err Msg 692
NT3.51 & USR
Select From The Above

(Again, thanks to Timothy Rusch)

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.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.
  • 2.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.
  • 3.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.

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    Internal Modems

  • 1.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.
  • 2.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.
  • 3.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.
  • 4.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:

    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

  • 5.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.
  • 6.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.

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    Troubleshoot with Hyperterminal

    Verify that the modem is recognized by the Hyperterminal applet using the following steps. (If you are not able to use the modem in Hyperterminal, you will not be able to use the modem in DUN.)

    NOTE: Before attempting to test with or use Hyperterminal, you must ensure that the Remote Access Server Service is not running (this service is started by default if Remote Access is configured to receive calls on the COM port). Double-click the Services icon in Control Panel and verify that the Status column next to Remote Access Server is blank. If it reads "Started," click on the Stop button to disable it before continuing.

  • 1.Start Hyperterminal by clicking on Start, Programs, Accessories, Hyperterminal, and then the Hyperterminal icon. Click Cancel when the New Connection Wizard comes up.
  • 2.Select Properties from the File menu and select the modem you want to test in the "Connect using:" box. You may also click on the Configure button at this point to verify that your modem is set to use the correct port. Click OK to return to the Hyperterminal window.
  • 3.Type "AT" (without the quotes) in the Hyperterminal window and press the Enter key.
  • 4.If the "AT" characters are displayed in the Hyperterminal window as you type them and the characters "OK" (without the quotes) are displayed after pressing the Enter key, Hyperterminal recognizes the modem properly. If "AT" is not echoed to the screen as you type it, stop here and review the previous steps in this document.
  • 5.Next, verify that the modem can dial out using Hyperterminal. Click on New Connection under the File menu and follow the steps in the New Connection Wizard, giving it any name and the phone number you wish to dial.
  • 6.Before clicking Dial, ensure that the phone number appears correctly in the dialog box. If the number appears incorrectly (for example, a prefix number is needed to dial an outside line and it does not appear here), click on the Dialing Properties button to ensure the Telephony Properties (Dialing Properties) are set correctly for this computer.
  • 7.Click Dial. Unless the modem's speaker has been disabled, you should hear a dial tone followed by the sound of the modem dialing the number you entered.

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    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 under 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.

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    Err Msg: Error 692: Hardware Failure in Port or Attached....

    The information in this article applies to:

  • Microsoft Windows NT operating system version 3.1
  • Microsoft Windows NT Advanced Server version 3.1
  • Microsoft Windows NT Workstation version 3.5
  • Microsoft Windows NT Server version 3.5

    SYMPTOMS

    When you dial a Remote Access Services (RAS) server in Windows NT, the modem starts to initialize and the following error message may appear:

    1. Error 692: Hardware failure in port or attached device.

    CAUSE

    This error message occurs if RAS cannot correctly communicate with the modem. There are several possible causes:

  • The modem is turned off or malfunctioning. Try resetting the modem.
  • The serial cable is incorrect. If you suspect this is the case, refer to the "Cabling Requirements" section in Remote Access Help for more information about requirements for correct cabling.
  • The serial cable is loose. If this is the case, remove the cable and then reattach it.
  • You are using a 9-to-25 pin adapter or a 25-to-9 pin adapter for the serial connection that is not wired correctly. For example, a 9-to-25 adapter for a mouse would not properly work with a RAS serial setup.
  • The serial port or multi-port adapter on the RAS server or client may be malfunctioning. Replace the serial port or multi-port adapter.
  • The handshaking options for the modem need to be adjusted.
  • The modem is unsupported, or the chosen emulation may be incorrect.

    RESOLUTION

    You Are Using a MultiTech MultiModem 224 or MT932BA

    In order to correct this problem for the MultiTech MultiModem 224 or MT932BA modem, MultiTech Systems Technical Support recommends the following:

  • 1.Upgrade the firmware to the most current version. The current firmware versions recommended are 1.14 and 2.14. There are two different types of chip sets that can be used by the same modem:

    The 1.xx series is an AT&T Data Pump chip set. The 2.xx series is a Rockwell Data Pump chip set.

    To determine the type of chip set that is being used, start Terminal and type the following:

    ATI1 [ENTER] for the version
    . ATI2 [ENTER] for the modem model.

  • 2.If the ECHO COMMAND is set to FALSE:

    - Set the DIP switch on the modem to enable ECHO COMMANDS.

    -and-
    - Add E1 to the modem's initialization string in the MODEM.INF file.

  • 3.Call MultiTech Systems Technical Support at (800) 972-2439.

    You Are Using a US-Robotics 14400 Sportster

    To work around this problem for a US-Robotics 14400 Sportster:

  • 1.Configure the attached device as a Hayes Compatible 9600 modem in Remote Access Setup and run the RAS Client program again.
  • 2.Configure the attached device as a US-Robotics 14400 Sportster again. From the Modem Settings dialog box in the RAS Client program, configure the initial speed to 19200 bps and run the program again.
  • 3.For additional information, call US-Robotics at (800) DIAL-USR.

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    WINDOWS NT 3.51 AND USR MODEMS

    USR 28.8 modems will not dial under RAS in NT 3.51 as is. If the customer has no other means of accessing the net, they will need to call USR or USR's BBS to obtain the appropriate files.

    If the customer has other means of web access, they should go to:

    http://www.usr.com/home/online/software/10384

    then http://www.usr.com/home/online/software.htm

    and find WIN WORK (3.50 and 3.55) and hit the button.

    What you get is a replacement for MODEM.INF which is located in......../SYSTEM32/RAS/ subdirectory.

    You use to have to download and edit the modem.inf yourself.

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