Troubleshooting and technical support, Troubleshooting, Before calling technical support – Comtrol Multiport Modems Windows XP User Manual
Page 45: Troubleshooting before calling technical support
Troubleshooting and Technical Support
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Troubleshooting and Technical Support
This section contains troubleshooting information for your RocketPort or
RocketModem adapter and how to contact Technical Support.
Troubleshooting
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.
Verify that you are using the correct types of cables in the correct places and
that all cables are tightly connected. See
on Page 5 to verify cabling.
2.
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.
3.
Create the bootable diagnostic diskette and run the diagnostics. See the
Hardware Installation Documentation
on Page 5 for information about
creating and running the bootable diagnostic diskette.
4.
Use the section titled,
on Page 33, to install utilities that you
can use to diagnose problems.
5.
Enable the Verbose Event Log feature (Page 21) under the Options tab and then
reboot the server.
Before calling Technical Support
Comtrol has a staff of support technicians available to help you. You should review
Troubleshooting before calling Technical Support. If you call for Technical
Support, please have the following information available.
Item
Information
Adapter type
Adapter serial number
Driver part number and revision or version
Server computer make, model, and speed
Other serial port adapters installed in the
server and their COM port numbers
Devices connected to the adapter