Microsoft KB Archive/162832

Mac Works: How to Troubleshoot Macintosh Communication Problems

PSS ID Number: Q162832 Article last modified on 12-18-1998

3.00 4.00

MACINTOSH

================================================================ ==

The information in this article applies to:

 == Microsoft Works for the Macintosh, versions 3.0, 4.0 == 

= SUMMARY =

This article discusses troubleshooting techniques when setting up your Works Communication document.

Troubleshooting a Works Communications document involves the following steps:


 * 1) Check the modem connections.
 * 2) Test the connection.
 * 3) Test the phone number.
 * 4) Try another communications program

Each of these steps is explained in detail below.

= MORE INFORMATION =

Check the Modem Connections

 * Check to ensure the modem is plugged into the correct power source and is turned on.
 * Check to ensure the phone cable from the wall is connected to the “To Line” port on the modem.
 * For external modems, check to ensure the cable from the modem to the computer is connected to the modem port.
 * On the Apple menu, click Chooser, click the modem in the left pane, and make sure you have the correct port selected in the right pane, corresponding to where the modem is plugged into the computer.

Test the Connection
To test if the modem is connected correctly, do the following:

  Start Works.   Open a new Communications document.   Change the Connection Settings Method to Serial Tool.   In Works 4.0 On the Tools menu, click Connection.   In Works 3.0 On the Settings menu, click Connection. 

NOTE: Testing with Serial Tool is a way to make Works communicate directly with the modem without interference from protocols, modem setting defaults, or other settings. </li>  Check these settings: <ol style="list-style-type: lower-alpha;">  Set the baud rate appropriate for the modem. Do not choose a rate greater than the modem’s maximum baud rate. Refer to the modem documentation to determine the maximum baud rate. </li>  Set parity to none. </li>  Set data bit to 8. </li>  Set stop bit to 1. </li>  Set handshake to none. </li></ol> </li>  Click OK. </li>  Turn on local echo. <ol style="list-style-type: lower-alpha;">  In Works 4.0 On the Tools menu, click Terminal. </li>  In Works 3.0 On the Settings menu, click Terminal. </li></ol> </li>  On the Connection menu click Open Connection to open a connection. </li>  If prompted to Capture Text, click Cancel. </li>  On the Untitled (CM) screen, type: ATDT If you see duplicated characters, turn off local echo(see Step 6 above). NOTE: ATDT is ATtention Dial Tone. This is a command for the modem to search for a dialtone. You may also type in a phone number after the ATDT command. For example, if you are in the 425 area code type: ATDT9367329 </li>  Press the RETURN key. </li></ol>

You should see some activity from the modem. For example, if your modem has lights you should see the lights blinking or changing from one setting to another. If you can hear your modem, you should hear a dial tone followed by a busy signal. Similar to picking up a telephone handset, you should hear a dial tone. If you do not, attempt to dial a number, you will hear a busy signal (and/or the standard recording requesting you to place a call).

If the screen displays OK or BUSY, this indicates the modem is correctly connected to the Macintosh.

If the screen returns NO DIAL TONE, this indicates the modem is connected correctly, but the phone line is not. Make sure the phone cable is plugged into the wall and the other end plugged into the “To Line” port on the modem.

If you see or hear no activity after typing ATDT and pressing RETURN, then the Macintosh is not locating the modem. Refer to the section Checking the Modem Connections above.

Test the Phone Number
If all the connections seem correct, but connecting to the desired phone number continues to fail, try dialing a different phone number for a local bulletin board service (BBS) or Internet service provider (ISP).

If you receive a welcome message or login prompt, then all is functioning and connected properly. Either wait to dial your service or call your service to see if there are connection problems. You should also confirm with the service that your settings and protocol are correct.

If you cannot connect to any dialup server, refer to the section Checking the Modem Connections above.

Try Another Communications Program
Testing with another communications program will identify if the problem is related to Works, or if it is a hardware or Operating System problem. If another communications program cannot connect or communicate with the modem, the problem may be with the modem hardware, the wiring connections, or the modem software. Contact the modem manufacturer for further assistance with these problems.

= Additional query words: 3.00 4.00 comm module m_works =

Version : 3.00 4.00 Platform : MACINTOSH ============================================================================= Copyright Microsoft Corporation 1998.