Modem Troubleshooting

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09/11/2001


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Updated May 2003

The information contained on this modem assistance page is the same as the information which can be found in the Modem Troubleshooting section of our Reseller Installation Guide.  It is intended to resolve various known issues between the use of different 56k modems and our Domain Entertainment software.

Some of the first 56k modems were unable to connect to other types of modems at baud rates below 14,400 baud (usually K56Flex modems).   This is a requirement since most credit card processing centers operate at 300, 1200, or 2400 baud.  Fortunately this problem has been corrected by many manufacturers which have this problem and can normally be fixed by simply updating your modem with the newest FLASH ROM upgrade.  Many manufacturers have web pages for upgrading which can be found here: http://www.k56flex.com/flexupgrade.html.   Other 56k and v.90 flash ROM upgrade links can be found here: http://www.modemhelp.com.  If you have this problem there's no guarantee that it's been corrected, but you may want to check.

The following modems do NOT currently work with our software, although it is possible that the manufacturers listed below may provide a driver or Flash ROM update for a listed modem that will allow it to function properly with our software in the future.  If your modem is listed here you must either purchase a different modem for use with our software or contact your place of purchase for alternate processing options.

bulletAT&T DSP/VCOS modems.
bulletAccelerator Pro 56k modems.
bulletBoca Tidalwave 56k modems.
bulletCompaq Speedpaq 192 modem.
bullet3com/USrobotics Winmodem (only the WINMODEM model!).
bulletSome software based (HSP) modems.

The following is a list of modem and chipset manufacturers with which there have been past difficulties - resort to this information as a LAST resort only if normal setup procedures fail.  If your modem is not in this list (or the above list) there has most likely been no past incidents with your particular modem.  Select your modem (or modem chipset) manufacturer from the following list:

bulletAopen (AcerOpen)
bulletBest Data
bulletBCM (Broadcom; included with some Dell systems)
bulletBTC
bulletCirrus Logic (including Davicom, Newcom, Phoebe, Lance and others using this chipset)
bulletConexant
bulletSupra/Diamond
bulletESS (ESSTech)
bulletFujitsu
bulletMicromodem HSP 56K
bulletMotorola
bulletNewcom
bulletPhoebe Micro
bulletSMART Modular Tech
bulletSound 4 Winmodem (Packard Bell)
bulletThunderMax
bulletUSRobotics/3COM
bulletLT Winmodem
bulletZoltrix
bulletZoom Telephonics

Manufacturer	: AOpen (AcerOpen)
Model(s)	: FM56-?? (56k Models)
Website		: http://www.aopenusa.com

An upgrade for this modem is available on the manufacturers website, it is currently unknown if the upgrade corrects any compatibility issues. 

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Manufacturer	: Best Data
Model(s)	: 56k Models
Website		: http://www.bestdata.com

An upgrade for this modem is available on the manufacturers website, it is currently unknown if the upgrade corrects any compatibility issues. 

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Manufacturer	: BCM (Broadcom)
Model(s)	: 56k Models
Website		: http://www.broadcom.com

Included with some Dell systems.  This modem works as is but connects intermittently and may require multiple dial attempts to connect. 

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Manufacturer	: BTC
Model(s)	: 56k Models with PCTel chipset
Website		: http://www.btc.com.tw/btc2001_e/index.html

This modem works as is. 

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Manufacturer	: Conexant (only makes chipsets not modems)
Model(s)	: 56k Models by various manufacturers
Website		: http://www.conexant.com

It has been reported that some of these modems will connect only to the 800 dial-up number on the FDR and ECHO host systems, customers encountering problems connecting to the 950 dial-up numbers should change the primary and secondary dial-up numbers (under Advanced Modem Configuration) in the software to use only the 800 number.

Many manufacturers that use this modem in their systems (e.g. HP, Dell, Compaq) offer downloadable modem udates from their website. If you own one of these, or another, name brand computers with one of these modems installed you should visit their website for more information.

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Manufacturer	: Cirrus Logic (only makes chipsets not modems)
Model(s)	: 56k Models by various manufacturers
Website		: http://www.cirrus.com

If the modem dials out properly but will not connect to the host make the following changes in the Advanced Modem Setup section of the program:

  1. Perform an Auto-Setup (or Auto-Detect and Configure).
  2. Add N1 to the end of the existing special init string.
  3. Change the baud rate to 57600.
  4. Save the settings as they are, do NOT select your modem from the drop down list.

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Manufacturer	: Supra/Diamond Multimedia
Model(s)	: SupraExpress 56k
Website		: Bankrupt

A ROM upgrade is required for these modems with pre-April 1998 Flash ROM dates.  Unfortunately Supra (which was acquired by Diamond Multimedia, which was acquired by SonicBlue) is now bankrupt with no web support - best bet is to browse the web using your favorite search engine if your modem needs this upgrade.

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Manufacturer	: ESS (ESSTech only makes chipsets not modems)
Model(s)	: 56k Models by various manufacturers
Website		: http://www.esstech.com

If the modem dials out properly but will not connect to the host make the following changes in the Advanced Modem Setup section of the program:

  1. Perform an Auto-Setup (or Auto-Detect and Configure).
  2. Change the special init string to read AT&F.

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Manufacturer	: Fujitsu
Model(s)	: 56k DSVD
Website		: http://www.8fujitsu.com

An upgrade for this modem is available on the manufacturers website which will correct any compatibility issues. 

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Manufacturer	: LT Winmodem (Lucent Technologies only makes chipsets not modems)
Model(s)	: 56k Models by various manufacturers
Website		: 

This modem works as is.  In some instances, however, these may only connect to the 800 dial-up numbers in which case the primary and secondary dial up phone numbers should both be changed to the 800 number.

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Manufacturer	: Various using the PCTel Chipset
Model(s)	: Micromodem HSP 56K
Website		: http://www.pctel.com/downloads/drivers_download.htm

It has been reported that some of these modems will connect only to the 950 dial-up number on the FDR and ECHO host systems, customers encountering problems connecting to the 800 dial-up numbers should change the primary and secondary dial-up numbers (under Advanced Modem Configuration) in the software to use only the 950 number.

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Manufacturer	: Motorola
Model(s)	: Some 56k Models
Website		: http://www.mot.com

If the modem dials out properly but will not connect to the host make the following changes in the Advanced Modem Setup section of the program:

  1. Perform an Auto-Setup (or Auto-Detect and Configure).
  2. Add *FL3 to the end of the existing special init string.

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Manufacturer	: Newcom
Model(s)	: 56ifx?? (56k Models)
Website		: http://www.newcominc.com

If the modem dials out properly but will not connect to the host make the following changes in the Advanced Modem Setup section of the program:

  1. Perform an Auto-Setup (or Auto-Detect and Configure).
  2. Add N1 to the end of the existing special init string.
  3. Change the baud rate to 57600.
  4. Save the settings as they are, do NOT select your modem from the drop down list.

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Manufacturer	: Phoebe Micro
Model(s)	: CMV14??-VHQ (56k Models)
Website		: http://www.phoebemicro.com

This modem works as is. 

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Manufacturer	: SMART Modular Tech
Model(s)	: Rapid Transit 56k
Website		: http://www.smartm.com

An upgrade for this modem is available on the manufacturers website, it is currently unknown if the upgrade corrects any compatibility issues. 

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Manufacturer	: Packard Bell
Model(s)	: Sound 4 Winmodem
Website		: 

This modem works as is but may only connect to the 800 dial-up numbers in which case the primary and secondary dial up phone numbers should both be changed to the 800 number.

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Manufacturer	: ThunderMax
Model(s)	: Thunderlink 56k
Website		: Website down

This modem is apparently no longer supported as the manufacturer website is no longer available. 

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Manufacturer	: 3COM/USRobotics
Model(s)	: Some 56k Models
Website		: http://www.3com.com

If the modem dials out properly but will not connect to the host make the following changes in the Advanced Modem Setup section of the program:

  1. Perform an Auto-Setup (or Auto-Detect and Configure).
  2. Change the special init string to read AT&F1.

Note: Some older models will need the special init string set to AT&M0&K0&N2.  The WINMODEM model will NOT work with our software.  

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Manufacturer	: Zoltrix
Model(s)	: FMVSP56i, FMVSP56e
Website		: http://www.zoltrix.com

An upgrade for this modem is available on the manufacturers website, it is currently unknown if the upgrade corrects any compatibility issues. 

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Manufacturer	: Zoom Telephonics
Model(s)	: 56k Models
Website		: http://www.zoomtel.com

An upgrade for this modem is available on the manufacturers website which will correct any compatibility issues and is required for Zoom modems with early 1998 Flash ROM dates. 

We have only tested the external Zoom modem, if you have an internal model that doesn't work with the latest flash upgrade, you can use this older flash upgrade which does work at baud rates below 14.4k -  internal (56k models 2819, 2819A, or upgraded 2805c ONLY) IMPORTANT: Use this file at your OWN risk!

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