Troubleshooting and technical support, Troubleshooting – Comtrol Multiport Modems Windows NT User Manual
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Troubleshooting and Technical Support
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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.
Follow the instructions in the Hardware Installation document to run the
Diagnostic and verify that the hardware is working correctly, independently of
the driver and operating system.
2.
Make sure the adapter is seated firmly in the expansion slot and that the
expansion slot screw is in place. Also, try moving the adapter to another slot, if
one of the correct bus type is available, and rerunning the Diagnostic.
Note: If the board fails to pass the Diagnostic, stop now and contact Comtrol
Technical Support. All of the following steps assume that the board is
functional and that the problem is either a configuration or connection
issue.
3.
Verify that you are using the correct types of cables in the correct places and
that all cables are tightly connected.
4.
If you have an ISA adapter, make sure that you set the I/O DIP switch
correctly.
5.
Enable the Verbose Event Log feature under the Setup Options tab and then
reboot the server.
6.
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.
7.
Verify that you have obtained and installed all Microsoft service packs for your
operating system.
8.
Verify that you have obtained and installed the latest Comtrol driver for your
adapter and operating system. Current versions of all Comtrol drivers can be
downloaded at no charge from the
9.
Verify that you are using the correct ports. The RocketPort 8J
mounting bracket and port numbering scheme are shown in
the illustration at right. The port on the “top” edge of the card
is Port 1, and the port at the “bottom” edge of the card,
nearest the bus connector, is Port 8.
RocketPort and RocketModem products use a variety of
mounting brackets, and in some cases unused ports may be
blocked with dummy plugs, but in all cases, the port or
modem at the “top” edge of the adapter is Port or Modem 1.
10. If you are using ISA-bus adapters, verify that the DIP
switches on the adapters are set as described in the hardware
installation instructions and the base I/O addresses in the
Device Setup window are set as described under Changing or
Viewing Adapter Configuration.
1
2
3
4
5
6
7
8
Port