Troubleshooting Modem Problems Under Windows NT 4.0
The information in this article applies to:
Windows NT Workstation version 4.0
Windows NT Server version 4.0
describes procedures to help you diagnose and fix problems when
you are unable to dial out using your modem in Windows NT 4.0
with Dial-Up Networking (DUN).
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 in Windows NT 4.0.
- Install your modem as a standard modem using the following
- 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
- Check the box labeled "Don't detect my modem; I will
select it from a list," and then click Next.
- 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
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.
- 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.
- 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.
- 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.
- Verify the serial cable is not defective by using a new standard
- 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.
- 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.
- 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.
- 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:
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
- 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
- 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.
Troubleshoot with HyperTerminal
Verify that Windows NT recognizes your modem and that you
can dial out using the HyperTerminal program. To do so, follow
attempting to use HyperTerminal, verify that the Remote Access
Server service is not running. Double-click the Services icon
in Control Panel and verify that the Status column next to Remote
Access Server is blank. If it displays "Started," click
the Stop button to disable the Remote Access Server service before
- Click Start, point to Programs, point to Accessories, point
to HyperTerminal, and then click HyperTerminal.
- When the New Connection Wizard is displayed, click Cancel.
- On the File menu, click Properties, and then click the modem
you want to test to select it in the Connect Using list.
- Click Configure, verify that your modem is set to use the
correct port, and then click OK.
- Type "AT" (without quotation marks) in the HyperTerminal
window, and then press ENTER.
- If "AT" (without quotation marks) is displayed
in the HyperTerminal window as you type it and "OK"
(without quotation marks) is displayed after you press ENTER,
HyperTerminal recognizes the modem properly. If "AT"
is not displayed as you type it or if "OK" is not displayed
after you press ENTER, review the previous steps in this article
to verify that your modem is installed properly in Windows NT.
- Verify that your modem can dial out using HyperTerminal.
On the File menu, click New Connection, and then follow the instructions
on your screen.
- Click Dial. If the modem's speaker is enabled, you should
hear a dial tone and the sound of the modem dialing the phone
For additional information, please see the following article(s)
in the Microsoft Knowledge Base:
TITLE : Troubleshooting
PCMCIA Modems in Windows NT 3.51
TITLE : Disabling Remote
Access Support for Unimodem Modems
Additional query words: connecting ras dialin tshoot
Keywords : kbhw ntras NTSrvWkst
Platform : winnt