© 1999 Commonwealth Technical Services, Inc. Last
updated on Saturday, 08-Feb-2003 08:10:49 EST.
Technical Support/56K Troubleshooting
Troubleshooting 56K connection problems
There are many causes for non-56K connections. The problem can be caused by
incorrect modem configuration, incompatible phone line, incompatible modem technology,
noisy phone lines, or telephone switch problems. Below are some suggestions to help
isolate the problem.
- Incompatible modem technology: Our service supports the V.92 and V.90
protocols only. If your 56K modem is using the older K56 or X2 protocol, you must upgrade the
modem to V.90 in order to connect at speeds higher than 28,800. Contact your modem
manufacturer for upgrade information.
- Incorrect modem configuration: If you have upgraded your modem or re-installed
Windows on your computer, many times windows does not recognize your modem as anything
other than "Standard Modem". If this is the case, you need to obtain and
install the correct driver for your modem. Also, some modems can benefit from using
a specific initialization string which can be obtained from the modem manufacturer. Finally, if your modem is more than a few months old, there may be firmware or driver updates available to make your modem work better. Contact your modem or computer manufacturer for more information.
- Noisy phone lines: Plug a regular (non-cordless) telephone into the line that you
are using for your computer, and place an outgoing call to someone. Have the person
hold on the line, and listen carefully for noise, static, hum, or crosstalk (hearing other
people's conversations in the background). Then have the person call you and do the
same thing. If you hear any of these noises, contact your local telephone company
repair service. These noises will interfere with your modem communications.
- Telephone switch problems: Some areas are serviced by older telephone switching
stations that conflict with 56K technology. This is more common in rural areas.
If you suspect this may be a problem, you can contact us to confirm it for you.
There is nothing that can be done to correct this problem other than moving.
If you need high speed access, contact us about satellite or ISDN service which is available in most
- Incompatible phone line: In some areas, the telephone lines are not capable of
supporting the 56K technology. This is usually due to additional analog-to-digital
conversions on your line. Again, there is not much that can be done to correct this
problem, but the following procedure can help you to confirm this. The best thing to
do is test the line using the US Robotics 56K test system. Note: A US Robotics modem
is NOT required to use this service, in fact, you can use this with any 28,800 or higher
speed modem. We suggest you try this if you are considering upgrading your modem to
make sure your line will support it before making the purchase. Use HyperTerminal
from windows 95/98 under accessories and configure a session to dial 1-847-262-6000. The
system will prompt you for some info, and once you are registered, type line test at the
main menu and it will test your line to ensure 56K capability. It will then return a lot
of detailed information, but will summarize it into you can do 56K or you can't. If
it says you can't, then there's not much else to be done. If it says you can, then the
problem is most likely in your modem configuration. In this case, refer to the above
suggestions to remedy the problem.
If you continue to experience trouble with 56K connections, feel free to contact our
office at 804-768-6707 for further help.