Troubleshooting and technical support, Troubleshooting, Rocketport / rocketmodem issues – Comtrol Multiport Modems Windows 98 User Manual
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Troubleshooting and Technical Support
45
Troubleshooting and Technical Support
This section contains troubleshooting information for your Comtrol device. You
should review the following topics before calling Technical Support because they
will request that you perform many of the procedures or verifications before they
will be able to help you diagnose the problem.
Troubleshooting
RocketPort /
RocketModem
Issues
If you are having trouble with a RocketPort or RocketModem, try the following.
Note: Most customer problems reported to
Technical Support
are traced to cabling
or network problems.
1.
If the unit does not have a power switch, disconnect and reconnect the power
cord.
2.
If you have an ISA-bus adapter, make sure that you set the I/O DIP switch
correctly.
3.
Verify that you are using the correct types of cables in the correct places and
that all cables are connected securely.
4.
Reboot the server.
5.
Verify that you are addressing the port correctly. In many applications, device
names above COM9 require the prefix \\.\ in order to be recognized. For
example, to reference COM20, use \\.\COM20 as the file or port name.
6.
Use the
Test Terminal
program (wcom32.exe) to troubleshoot communications
on a port-by-port basis.
Note: Stop all applications that may be accessing the ports such as Remote
Access Server (RAS), RRAS or any faxing or production software before
you start using Test Terminal.
See the appropriate manuals for instructions on stopping these services
or applications. If another application is controlling the port, then Test
Terminal will be unable to open the port and an error message will
appear.
Follow the instructions in
on Page 35 to test the serial ports. If both tests successfully
complete and the ports are operating as expected, restart the applications.
7.
Use the
Port Monitor
program (portmon.exe) to check for errors, modem
control, and status signals. In addition, it provides you with raw byte input
and output counts.
8.
Remove and reinstall the driver.
9.
Verify that you have obtained and installed all Microsoft service packs for
your operating system.
10. Verify that you have the latest Comtrol driver for your adapter and operating
system. Current versions of all Comtrol software can be downloaded at no
charge from the Comtrol web or ftp sites. See
Page 5 for more information on locating and downloading the latest driver.
11. Verify that your application supports COM ports higher than COM4 or COM9.