Troubleshooting and technical support, Troubleshooting, Before calling technical support – Comtrol Multiport Modems Windows 2000 User Manual
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Troubleshooting and Technical Support
37
Troubleshooting and Technical Support
This section contains troubleshooting information for your Comtrol device. You
should review the following subsections 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
If you are having trouble with a RocketPort or RocketModem, try the following.
Note: Most customer problems reported to
are traced to cabling
or network problems.
1.
Verify that you are using the correct types of cables in the correct places and
that all cables are tightly connected.
2.
If you have an ISA adapter, make sure that you set the I/O DIP switch
correctly.
3.
Enable the Verbose Event Log feature under the Setup Options tab and then
reboot the system.
4.
Verify that you are addressing the port correctly. In many applications, device
names above COM9 require the prefix \\.\ to be recognized. For example, to
reference COM20, use \\.\COM20 as the file or port name.
5.
Use the
program (wcom32.exe) to troubleshoot communications
on a port-by-port basis.
6.
Use the
program (portmon.exe) to check for errors, modem
control, and status signals. In addition, it provides you with raw byte input
and output counts.
7.
Use the
program (peer.exe) to trace driver events.
8.
and reinstall the driver.
Before calling
Technical Support
Comtrol has a staff of support technicians available to help you.
You should review the Troubleshooting section and run through the diagnostics
before calling Technical Support. In addition, the Web site has
available. If you call for Technical Support, please have the following
information available.
Item
Information
Hardware Type
Hardware Serial Number*
Operating system type
Driver part number and revision level of
Rocket.sys
Server computer make, model, and speed
Other serial port adapters installed in the
server and their COM port numbers
Devices connected to the board