Microsoft KB Archive/138455

Money: Troubleshooting Windows 95 Communication Problems

PSS ID Number: Q138455 Article last modified on 08-19-1998

WINDOWS:4.0,4.0a,5.0,98

WINDOWS

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

The information in this article applies to:

 Microsoft Money 98 Microsoft Money version 5.0 for Windows 95 == Microsoft Money versions 4.0 and 4.0a for Windows 95 == 

= SUMMARY =

Money uses Windows 95 Telephony Application Programming Interface (TAPI) services for communications. This article outlines some basic troubleshooting steps you can use in Money.

NOTE: Windows NT 3.51 does not provide support for TAPI services.

The first step in troubleshooting communications is to ensure that the hardware connections are secure. Make sure a direct connection to the wall exists without splitters, answering machines, or fax machines. Disconnect any cordless phones because these may occasionally leak noise into the phone line. If there is excessive noise on your phone line, try another phone outlet. If the modem is external, make sure that it is turned on.

= CHECK SETTINGS WITHIN MONEY =

Step Through the Online Services Setup Wizard
When using Money 98:

To step through the Online Services Setup Wizard, click Online Banking on the navigation bar, click the Getting Starting tab and go through steps 1-5. Or click investment on the navigation bar and click the Online Quotes button. As you proceed, check the following information:


 * If you have not installed a modem in Windows 95, the Setup Modem dialog box appears. Step through the Setup Modem Wizard to install your modem properly.
 * Verify that all information in the Online Services Signup Wizard is correct as shown on your Online Services Reference Guide.
 * If you use Online Banking, make sure that the correct account(s) have been enabled for the correct type of service.
 * Step through every dialog box of the Online Services Signup Wizard, and then click Finished.

When using Money 4.0 and 5.0:

To step through the Online Services Setup Wizard, use the Select Online Services button in the Accounts tab of the Home Banking area, (use the Signup button in the Online Services area for Money 4.0), or the Online Quotes Setup button in the Investment Portfolio. As you proceed, check the following information:


 * If you have not installed a modem in Windows 95, the Setup Modem dialog box appears. Step through the Setup Modem Wizard to install your modem properly.
 * Verify that all information in the Online Services Signup Wizard is correct as shown on your Online Services Reference Guide.
 * If you use Online Banking, make sure that the correct account(s) have been enabled for the correct type of service.
 * Step through every dialog box of the Online Services Signup Wizard, and then click Finished.

Check Settings in Online Bill Payment, Online Banking, Online Quotes
If you use Online Bill Payment or Online Banking, click the connect tab then click the connect button if using Money 98, click the Connect button in the Connect tab of the Home Banking area if using Money 5.0, click the Call button in the Online Services area if using Money 4.0). If you use Online Quotes, click Online Quotes in the Investment Portfolio area, and then click Call. Check the following settings:

  Verify that the correct location and modem are selected. If either item is wrong, click the correct setting from the applicable list.   Click Dialing Properties, and verify the following information:   The I Am In box should be set for United States of America (1).   If you need to dial a number to access an outside line, make sure it is listed correctly in the How I Dial From This Location area. </li>  If you have call waiting, make sure that the correct code is selected in the This Location Has Call Waiting list box. Consult your local phone company for the correct code to disable call waiting in your area. </li>  Verify that the Tone Dialing or Pulse Dialing settings are correct. </li>  In most areas, your Online Services access phone number will be a local number; however, if you need to dial 1 plus the area code to reach the access number, make sure that Dial As A Long Distance Call check box is selected. </li></ul>

After you check all the settings available in this dialog box, click OK. </li>  Click Modem Properties, and verify the following information:   On the General tab, note the Maximum Speed listed for this modem. If you are experiencing difficulty completing a call to Online Services, lower this speed to 9600 or 2400 and select the Only Connect At This Speed check box. NOTE: Changing this setting here will not affect other modem communications using Windows TAPI functions. </li>  On the Connection tab, the settings in the Connection Preferences area should be Data Bits: 8, Parity: None, Stop Bits: 1. </li>  On the Connection tab, click Port Settings, and note the current settings. Lower both buffer settings to Low and attempt to connect again. If this does not correct the problem, return the settings to those previously noted or click Defaults to reset the buffer defaults. For more information on the UART FIFO buffer settings, refer to the following article in the Microsoft Knowledge Base. ARTICLE-ID: Q131016 TITLE : Settings for the 16550 UART FIFO Buffer </li>  On the Connection tab, click Advanced. Check the following in the Advanced Connections Settings dialog box:  If the Use Error Control check box and/or Use Flow Control check boxes are selected, uncheck one at a time and attempt the connection again.</li></ul>

NOTE: A combination of disabling Error Control and Flow Control and lowering the baud rate and UART buffers has resolved Money communication issues in some instances.   The Modulation Type box should either be empty or should indicate Standard. If it is anything else, select Standard from the list. </li>  In the Extra Settings box, check the modem initialization string for your modem. If Windows 95 correctly identified your modem, do not enter anything in this area. The correct initialization string is already being used by Windows. Only use this area if you are experiencing difficulty completing a connection and your modem is listed as one of the “Standard” modem types. Read your modem documentation or contact your modem manufacturer for the correct modem initialization string. </li>  If you are experiencing difficulty with an online session, select the Record A Log File check box on the Connections tab. Windows 95 allows you to log your communication sessions. This may be helpful in determining where the communication fails. When you select the Record A Log File check box, a file called Modemlog.txt is created. This file is placed in the Windows folder. For information about how to generate a Modemlog.txt file, please see the following article in the Microsoft Knowledge Base: ARTICLE-ID: Q140005 TITLE : How to Generate Modemlog.txt </li></ul> </li>  On the Options tab, clear both Connection Control boxes if they are not already cleared. </li></ul> </li></ul>

= TEST USING HYPERTERMINAL =

If you are still experiencing difficulty connecting after you have verified that all the settings are correct from within Money, test to be sure that your modem is working within Windows 95. Use the following steps to test your modem with the Windows 95 HyperTerminal program:

<ol style="list-style-type: decimal;"> <li> From the Start Menu, point to Programs, point to Accessories, and then click HyperTerminal. </li> <li> Double-click the Hypertrm.exe icon. </li> <li> Enter a name for the session (such as Online Services), and then click OK. </li> <li> In the Phone Number dialog box, enter the Online Services access number in the Phone Number box, and then click OK. </li> <li> In the Connect dialog box, click Dial. If you connect successfully, the bottom left corner of HyperTerminal says “Connected.” </li> <li> If you cannot connect in HyperTerminal, verify the phone number by picking up the phone and dialing the number. If you can connect and hear a modem tone, but cannot connect in HyperTerminal, contact your Windows 95 support provider. If you do not hear a modem tone, contact your Online Services support provider to obtain a new access phone number. </li></ol>

= VERIFY THAT THE ACCOUNT IS PROPERLY ESTABLISHED =

If you can connect to your Online Services access number in HyperTerminal, but you cannot complete a call successfully in Money for Windows 95, you may need to contact Online Services to verify that your account is set up correctly. Refer to the contact phone number listed on your Online Services reference guide.

= TEST THE MODEM SETTINGS IN CONTROL PANEL =

If you have followed all the steps above and still cannot make a successful connection, check the settings in Control Panel. If the settings found in Control Panel are irregular, contact your Windows 95 support provider.

To check the Modems settings in Control Panel, double-click Modems (in Control Panel), and on the Diagnostics tab, check the following setting:

<ol style="list-style-type: decimal;"> <li> Check the comm.drv file in use by clicking Driver. It should be Comm.drv, size 5856, dated 7/11/95 9:50AM. </li> <li> Click More Information to check the modem. If there are any error messages, contact your Windows 95 support provider. </li> <li> Under More Information, note the Interrupt and Address settings. The default interrupt and address locations for COM ports 1-4 are as follows:

COM1 COM2 COM3 COM4
Interrupt 4 3 4 3 Address 3F8 2F8 3E8 2E8 </li> <li> If More Information does not return an error, verify that the COM port and modem speed (to locate this information, click the General tab, and then click Properties) agree with the settings found in the Modem Properties dialog box in Money for Windows 95 (to locate this in Money, click the Call button in the Modem Properties dialog box). </li></ol>

To check the Communications Port Properties settings in Control Panel, follow these steps:

<ol style="list-style-type: decimal;"> <li> In Control Panel, double-click System. </li> <li> In the System Properties dialog box, switch to the Device Manager tab, and then double-click Ports to reveal COM & LPT. </li> <li> Double-click the COM Port you need to check, and then click Properties. Check the following on the Communications Port Properties dialog box: <ul> <li> In the Device Status area of the General tab, verify that the device is working properly. </li> <li> On the Drivers tab, verify that the drivers in use are provided by Microsoft. The following are the drivers shipped with Windows 95. These files are located in the Windows folder. File name File version —————————– Serialui.dll 4.00.950 Serial.vxd 4.00.950 </li> <li> On the Resources tab, check the Conflicting Device List and verify that there are no device conflicts. </li></ul> </li></ol>

= COLLECT INFORMATION AND CONTACT ONLINE SUPPORT PROVIDER =

If you have gone through all the steps outlined in this document, have contacted Online Services to verify that your account is properly established, and still cannot make a successful connection, collect the following information and contact your Online Services support provider:

<ul> <li> Collect the Send and Receive files created by Money during. For additional information, please see the following article in the Microsoft Knowledge Base: ARTICLE-ID: Q130091 TITLE : Money: How to Save Send and Receive Files </li> <li> Collect a Modemlog.txt file from an unsuccessful communication session to Online Services. For information on how to generate this log file, see the “Check Settings Within Money” section of this article. NOTE: Once the Modemlog.txt is enabled, this file will be appended during each communication session. To ensure that you are collecting a meaningful file, rename any existing Modemlog.txt file found in the Windows folder and collect a log of one unsuccessful call. </li> <li> Collect an MSD report, by following these steps: <ol style="list-style-type: decimal;"> <li> Click the Start button, and then point to Shutdown. </li> <li> Select Restart The Computer In MS-DOS Mode, and then click OK. </li> <li> At the MS-DOS prompt, type “msd” (without the quotation marks). </li></ol>

NOTE: Depending on which installation of Windows 95 you are using, this file may not be available. If you have Windows 95 on compact disc, you can locate Msd.exe in the Other folder on your Windows 95 compact disc. </li></ul>

Additional query words: w_money tshoot on-line on line Windows 95 4.00a money communicat* 97 6.0 potato ====================================================================== Keywords : kbtshoot kbdta kbonline kbfaq Version : WINDOWS:4.0,4.0a,5.0,98 Platform : WINDOWS Issue type : kbhowto ============================================================================= Copyright Microsoft Corporation 1998.