Multitech MultiModem ZBA USB MT5634ZBA-USB User manual

MultiModem®USB
56k Data/Fax Modem with USB
MT5634ZBA-USB
Data/Fax Modem
User Guide

User Guide
MultiModemUSB (MT5634ZBA-USB)
S000247F Revision F
All rights reserved. This publication may not be reproduced, in whole or in part, without prior expressed
written permission from Multi-Tech Systems, Inc.
Copyright © 2007 by Multi-Tech Systems, Inc.
Multi-Tech Systems, Inc. makes no representations or warranties with respect to the contents hereof and
specifically disclaims any implied warranties of merchantability or fitness for any particular purpose.
Furthermore, Multi-Tech Systems, Inc. reserves the right to revise this publication and to make changes
in the content hereof without obligation of Multi-Tech Systems, Inc. to notify any person or organization
of such revisions or changes. Check Multi-Tech’s web site for current versions of our product documen-
tation.
Record of Revisions
Revision Date Description
C 11/17/04 Manual revised to correct file name for Windows 2000 driver.
D 05/22/06 Manual revised to include WEEE Statement.
E 05/11/07 Revised logo & tech support listing and revised passages for copyright,
trademarks, & warranty/repair.
F 12/27/07 Revised Tech support contact listing.
Trademarks
MultiModem, Multi-Tech, and the Multi-Tech logo are registered trademarks of Multi-Tech Systems, Inc.
Microsoft, Windows, Windows 98, Windows Me, Windows NT, Windows 2000, and Windows XP are
either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other
countries. Any other brand and product names mentioned in this publication are trademarks or regis-
tered trademarks of their respective companies.
Patents
This device is covered by one or more of the following patents: 6,031,867; 6,012,113; 6,009,082; 5,905,794;
5,864,560; 5,815,567; 5,815,503; 5,812,534; 5,809,068; 5,790,532; 5,764,628; 5,764,627; 5,754,589; D394,250;
5,724,356; 5,673,268; 5,673,257; 5,644,594; 5,628,030; 5,619,508; 5,617,423; 5,600,649; 5,592,586; 5,577,041;
5,574,725; D374,222; 5,559,793; 5,546,448; 5,546,395; 5,535,204; 5,500,859; 5,471,470; 5,463,616; 5,453,986;
5,452,289; 5,450,425; D361,764; D355,658; D355,653; D353,598; D353,144; 5,355,365; 5,309,562; 5,301,274.
Other patents pending.
World Headquarters
Multi-Tech Systems, Inc.
2205 Woodale Drive
Mounds View, MN 55112 U.S.A
Telephone [phone] or [phone]
Fax [phone]
Internet http://www.multitech.com
Technical Support
Country By Email By Phone
Europe, Middle East, Africa: [email protected] +(44) 118 959 7774
U.S.,Canada, all others: [email protected] [phone] or [phone]

Contents
3
MultiModemUSB User Guide
Table of Contents
Chapter 1 -- Introduction and Description .................................................................. 5
Product Description .............................................................................................. 5
Universal Serial Bus (USB) .................................................................................. 5
We Supply ............................................................................................................ 6
You Supply ........................................................................................................... 6
Safety Warning Telecom ...................................................................................... 6
Chapter 2 – Installation ................................................................................................. 7
Step 1: Assemble the Modem .............................................................................. 7
Step 2: Connect the Modem to Your PC .............................................................. 7
Step 3: Install the Modem Driver .......................................................................... 8
Step 4: Country Configuration with Global Wizard ............................................. 11
Chapter 3 - Operation................................................................................................ 12
Front Panel ......................................................................................................... 12
PhoneTools Features ......................................................................................... 13
V.92 Operation ................................................................................................... 13
Connecting to the Internet .................................................................................. 14
Dial-Up Networking............................................................................................. 14
Sending a Fax .................................................................................................... 14
Chapter 4- AT Commands, S -Registers, and Result Codes ................................... 15
Chapter 5 - Remote Configuration ............................................................................. 16
Basic Procedure ................................................................................................. 16
Setup .................................................................................................................. 16
Chapter 7- Troubleshooting ....................................................................................... 18
Appendix A - Regulatory Compliance ....................................................................... 21
FCC Part 68 Telecom ......................................................................................... 21
FCC Part 15........................................................................................................ 22
Fax Branding Statement ..................................................................................... 22
Canadian Limitations Notice ............................................................................... 22

Contents
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MultiModemUSB User Guide
Industry Canada ................................................................................................. 23
International Modem Restrictions ....................................................................... 23
EMC, Safety, and R&TTE Directive.................................................................... 23
South African Notice........................................................................................... 23
Appendix B - Technical Specifications ..................................................................... 24
Appendix C - Warranty and Repair ............................................................................ 25
Multi-Tech Warranty & Repairs Policies ............................................................ 25
Replacement Parts ............................................................................................. 26
Appendix D – Waste Electrical and Electronic Equipment...................................... 27
Appendix E – C-ROHS HT/TS Subs6ance Concentration ........................................ 28

Chapter 1 -- Introduction and Description
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MultiModemUSB User Guide
Chapter 1 -- Introduction and Description
Welcome to the world of data communications. You have acquired one of the finest intelligent data and
fax modems available today from one of America’s oldest and most respected modem manufacturers:
Multi-Tech Systems, Inc. This User Guide will help you install, configure, test, and use your modem. It
applies whether you are using the V.90 protocol or the V.92 protocol.
Product Description
Features include:
•Plug-and-Play capable.
•Interactive automatic dialing and command mode configuration.
•In standard mode, you can store up to four command lines or telephone numbers of up to 40
characters each in the modem’s nonvolatile memory.
•Pulse- or tone-dials and recognizes dial tones and busy signals for reliable call-progress detection.
•Detects AT&T calling card tones.
•Caller ID.
•Remote configuration.
•Incorporates self-resetting lightning protection.
Universal Serial Bus (USB)
Universal Serial Bus (USB), defined by a consortium of industry leaders, permits connection of multiple
low-speed and medium speed computer peripheral devices such as telephones, modems, printers,
keyboards, mice, and scanners; all from a single personal computer port. The specification, based on an
open architecture is quickly becoming a standard feature in new desktop and notebook computers.

Chapter 1 -- Introduction and Description
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MultiModemUSB User Guide
We Supply
The MultiModemUSB package contains:
√√
√√
√ An MT5634ZBA-USB data/fax/voice modem
√√
√√
√ A set of four self-adhesive plastic feet
√√
√√
√
A printed Quick Start Guide
√√
√√
√
A MultiModemUSB installation CD containing modem drivers, this User Guide, data
communications program (Phone Tools), and other programs
√√
√√
√
One USB cable
√√
√√
√
One modular telephone cable
You Supply
√√
√√
√ A computer with an available USB port
√√
√√
√ A nearby telephone line jack
Safety Warning Telecom
1. Use this product only with UL and cUL listed computers.
2. To reduce the risk of fire, use only 26 AWG (.41mm) or larger telephone wiring.
3. Never install telephone wiring during a lightning storm.
4. Never install a telephone jack in wet locations unless the jack is specifically designed for wet
locations.
5. Never touch uninsulated telephone wires or terminals unless the telephone line has been
disconnected at the network interface.
6. Use caution when installing or modifying telephone lines.
7. Avoid using a telephone during an electrical storm. There is a risk of electrical shock from
lightning.
8. Do not use a telephone in the vicinity of a gas leak.
9. This product must be disconnected from its power source and telephone network interface
when servicing.

Chapter 2 - Installation
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MultiModemUSB User Guide
Chapter 2 – Installation
Step 1: Assemble the Modem
The only assembly required is to mount the feet on the bottom of the modem. Simply peel the four self-
adhesive plastic feet off the backing strip and press them into the recesses on the bottom of the modem.
Step 2: Connect the Modem to Your PC
Placing the modem in a convenient location, connect it to your computer’s USB port, to the telephone
line, and, optionally, to your telephone.
PHONE LINE
USB
USB Connection
Plug one end of the USB cable into the USB connector on the modem, and the other end into a USB port
connector on your computer.
Line Connection
Plug one end of the phone cable into the modem’s LINE jack and the other end into a phone line wall
jack.
Note: The LINE jack is not interchangeable with the PHONE jack. Do not plug the phone into the LINE
jack or the line cable into the PHONE jack.
Note: The Federal Communications Commission (FCC), and Industry Canada impose certain restrictions
on equipment connected to public telephone systems. See Appendix A for more information.
Phone Connection
For voice-only calls, you can optionally plug a telephone into the modem’s PHONE jack.

Chapter 2 - Installation
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MultiModemUSB User Guide
Step 3: Install the Modem Driver
The MT5634ZBA-USB drivers need to be installed in your computer’s program directory. The procedure
will be different depending on the operating system. This section provides installation procedures for
Windows XP, 2000, ME, and 98.
Installation in Windows XP/2003
1. Power up your Windows XP system.
2. If you have not already done so, make all the necessary connections, including connecting the
modem to an available USB port.
3. Insert the MultiModem USB CD into your CD drive.
4. Windows will detect that the new modem is present and launch the Update Device Driver Wizard
dialog box.
5. Choose Install from a list or specific location (Advanced), and click Next.
6. Select Don’t Search. I will choose the driver to install, and click Next.
7. Click the Have disk button. Browse to x:\Drivers\Windows XP. Select the file there and click OK. (x
denotes the drive letter of your CD drive).
8. When the pop-up window comes up explaining that the driver is not digitally signed, click Continue
anyway to finish the installation.
NOTE: This Microsoft operating system searches for a digital signature when you install any new
hardware. If a "Digital Signature Not Found" screen appears, simply click the YES button to
continue installation. Although Multi-Tech submits all eligible products to Microsoft for
certification, the turn-around time is subject to many factors. Not having a digital signature
does not affect product performance in any way.
Installation in Windows 2000
1. Power up your Windows 2000 system.
2. If you have not already done so, make all the necessary connections.
3. Windows will detect that the new modem is present, indicate that it's in the process of installing, and
then launch the Found New Hardware Wizard. The Welcome screen appears first. Click Next.
4. The Install Hardware Device Drivers screen appears indicating that the wizard will install the hardware
device drivers. Verify that the Search for a suitable driver for my device (recommended) is selected,
and then click Next.
5. The Locate Driver Files screen appears asking where you want Windows to search for driver files.
Verify that the Specify a location option is the only one selected, place the MultiModemUSB CD into
your CD drive, and click Next .
6. The next screen will say Insert the manufacturer’s installation disk into the drive selected and then
click OK.
Click the Browse button (when prompted to insert a disk into drive A:\, click Cancel). Navigate to
x:\Drivers\Windows 2000. Select the file and click OK. (x denotes the drive letter of your CD drive).
7. Then the Driver Files Search Results screen appears indicating that Windows has found the proper
driver on the CD. Click Next to install the selected driver.
8. The Digital Signature Not Found dialog box is displayed. Click Yes to continue with the installation.
See the digital signature note above.

Chapter 2 - Installation
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MultiModemUSB User Guide
9. A Copying Files screen appears briefly. After the files have been copied to your PC, a Found New
Hardware Wizard screen appears indicating that Windows has finished installing the driver. Click
Finish to complete the installation and exit the wizard.
After installation is complete, you should test the operation of your new MultiModemUSB by registering it.
Key in the URL given below and follow the online instructions at: http://www.multitech.com/register
Installation in Windows ME
The MultiModemUSB driver files for Windows ME are installed in two groups, as described below. The
installation wizard begins by installing certain driver files. At that point, Windows ME detects the modem
as a new device. Then the installation wizard runs again to install the remaining driver files.
1. Power up your Windows ME computer.
2. If you have not already done so, make all the necessary connections.
3. Place the MultiModemUSB CD into the CD drive of your PC. Windows ME will detect that the new
modem is present and launch the Add New Hardware Wizard screen. This message then displays:
“What would you like to do?”
Choose Specify the location of the driver (Advanced) and click Next.
4. At the Add New Hardware Wizard “Windows will search for new drivers ...” screen, uncheck the
“Removable Media” button (if necessary) and check “Specify a location.”
5. Click the “Browse” button and navigate to the “Windows ME” subfolder of the “Drivers” folder on the
MultiModemUSB CD. Click OK. Click Cancel if it prompts you for a floppy disk.
6. The Add New Hardware Wizard “Windows driver file search ...” screen appears. Click Next.
7. Transient progress screens will appear while files are being copied. After the files have been copied
to your PC, an Add New Hardware Wizard screen will appear indicating that Windows has finished
installing this the first of two drivers.
Click Finish to complete the installation of this first driver. The wizard will close.
8. Windows ME will now detect an “Unknown Device” and begin another Add New Hardware Wizard,
again asking “What would you like to do?”
Choose “Specify the location of the driver (Advanced)” and click Next>.
9. At the next screen, (the Add New Hardware Wizard “Windows will search for new drivers...” screen),
uncheck the “Removable Media” button (if necessary) and check “Specify a location.” Click Next.
10. Transient screens will appear while files are being copied. The Add New Hardware Wizard “Windows
driver file search...” screen will appear. Click Next.
11. After files have been copied, a completion screen will appear.
Click Finish to complete the installation of this the second driver. The wizard will close.
12. Remove the MultiModemUSB CD from the computer’s CD drive.
13. Test the operation of your modem by registering it online at http://www.multitech.com/register.

Chapter 2 - Installation
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MultiModemUSB User Guide
Installation in Windows 98
1. Power up your Windows 98 system.
2. If you have not already done so, make all the necessary connections.
3. Insert the MultiModem USB CD into your CD drive.
4. Windows will detect that the new modem is present and launch the Add New Hardware Wizard. The
first screen indicates that the wizard will search for a USB driver.
6. The message What do you want Windows to do? displays. Verify that the Search for the best driver
for your device (Recommended) option is selected and click Next.
6. The message Windows will search for a new driver.. displays. Verify that the CD-ROM drives option is
selected and click Next.
7. The Add New Hardware Wizard dialog box indicates that Windows has found an updated driver for
this device. Verify that the Updated driver (Recommended) option is selected and click Next.
8. The Wizard dialog indicates that Windows will select the proper driver from the MultiModemUSB CD
and verify the information. Click Next to install the selected driver.
9. After the files have been copied to your PC, the Wizard screen appears indicating that Windows has
finished installing the driver. Click Finish to complete the installation and exit the wizard. The TR LED
on your modem will light when the installation is complete. Remove the CD from the computer.
After installation has been completed, you should test the operation of your new MultiModemUSB by
registering it. Key in the URL given below and follow the online instructions:
http://www.multitech.com/register

Chapter 2 - Installation
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MultiModemUSB User Guide
Step 4: Country Configuration with Global Wizard
Different countries have different requirements for how modems must function. Therefore, before you use
your modem, you must configure it to match the defaults of the country in which you are using it. You can
use one of two configuration methods:
DD
DD
D
Using the Global Wizard to Configure Your Modem
DD
DD
D Using AT Commands to Configure Your Modem
Using the Global Wizard to Configure Your Modem
The Global Wizard configuration utility is recommended for computers running Windows 98/Me/2000/XP.
1. Insert the MultiModemUSB CD into the CD-ROM drive. The Autorun dialog box appears.
2. Click Initial Setup and Country Selection.
3. Choose either:
- Run Global Wizard from CD. This will not load the wizard onto your hard drive, or
- Install Global Wizard on the HD. This will install the wizard onto your hard drive for future use.
4. The Global Wizard dialog box appears. Click Next.
5. The Global Wizard searches for your modem and identifies it. Click Next.
6. Select the country in which the modem will be used, and then click Next.
7. Review your choice of country. If it is correct, click Next to configure the modem.
8. When Global Wizard announces that the parameters have been set, click Finish to exit.
Using AT Commands to Configure Your Modem
Non-Windows users can configure the modem using AT commands. You must enter these commands in
your communication program’s terminal window.
1. Run your favorite communication program or use Phone Tools (on the CD that is packaged with your
modem) and open the program’s terminal window.
2. To configure the modem for a specific country, type AT%T19,0, nn , where nn is the country code in
hexadecimal format, and then press ENTER. The message OK displays.
3. To verify the change, type ATI9, and then press ENTER.
The country/region code displays:
Example Country/Region AT command Country code
(hexadecimal) (decimal)
Euro/NAM AT%T19,0,34 (default) 52
The complete list of country/region codes can be found on the Multi-Tech Web site at
http://www.multitech.com/PRODUCTS/Categories/Modems/global/configuration.asp#chart

Chapter 3 - Operation
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MultiModemUSB User Guide
Chapter 3 - Operation
Front Panel
Figure 3-1. Front panel
The MT5634ZBA-USB has 6 LED indicators on the front panel that indicate status, configuration, and
activity:
TD
Transmit Data. The TD LED flashes when the modem is transmitting data to another modem.
RD
Receive Data. The RD LED flashes when the modem is receiving data from another modem.
CD
Carrier Detect. The CD LED lights when the modem detects a valid carrier signal from another
modem. It is on when the modem is communicating with the other modem and off when the link
is broken.
OH
Off-Hook. The OH LED lights when the modem is off-hook, which occurs when the modem is
dialing, online, or answering a call. The LED flashes when the modem pulse-dials.
TD
Terminal Ready. The TR LED lights when Windows detects and initializes the modem.
Power. The PWR led lights when the system is applying power to the modem.

Chapter 3 - Operation
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MultiModemUSB User Guide
PhoneTools Features
Using the PhoneTools communications program included with your modem, you can:
•Upload and download data files.
•Send faxes at preset times.
•Store incoming voice messages and faxes.
•Retrieve stored messages, faxes, and telephone numbers (telephone number retrieval requires
Caller ID service from your telephone company).
•Print a received fax.
For detailed information about operating your modem under PhoneTools, please refer to the PhoneTools
documentation included on the MT5634ZBA-USB CD.
V.92 Operation
Because the V.92 protocol is new and still largely unsupported by central servers, some features are
disabled by default in the initial release of the MT5634ZBA-USB modem. This section describes the
status of the V.92 features in the initial release. Please note that the V.92 special features require
connection to a V.92-capable server.
•General. The V.92 protocol is enabled by default. If the MultiModemZBA-USB detects another
V.92 modem during the handshake phase, they will connect in V.92 mode; otherwise, they will
connect in V.90 mode or the highest mutually acceptable mode. The AT command that controls
this is +MS=.
•Commands. AT commands specific to the V.92 protocol and the new V.44 compression protocol
begin with the plus character (+). These commands are in this manual.
•PCM Upstream. PCM Upstream is disabled by default. To upload files at speeds above 33.6
kbps, you must enable PCM Upstream using the command +PIG=1. Please note that this requires
connection to a V.92-capable server. Also, please note that since upload speeds are affected by
line conditions, meeting the previous requirements cannot guarantee speeds above 33.6 kbps.
•Quick Connect. Quick Connect, which shortens the handshake time with another V.92 modem,
is disabled by default. To enable it, use the command +PQC=0. Quick Connect speeds connect
times by skipping the line test during the handshake and using the configuration from the last data
connection. Quick Connect works best when line conditions are consistent from call to call. If line
conditions are variable, enabling Quick Connect can actually increase the connect time slightly.

Chapter 3 - Operation
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MultiModemUSB User Guide
Connecting to the Internet
Your Multi-Tech modem is your gateway to the Internet and the World Wide Web. To access the Internet
and Web via your modem, you must establish a dial-up account with an Internet service provider (ISP).
To locate an ISP near you, look in a local directory or computer publication. Your ISP should provide you
with the following information:
•User name (also called user ID)
•Password
•Access number (the number you call to connect to the server)
•Host name and/or domain name
•Domain Name Server (DNS) server address
If, besides the Web, you use the Internet for e-mail and newsgroups, your ISP should also provide you
with the following information:
•E-mail or POP mail address
•POP server address
•Mail or SMTP address
•News or NNT server address
Dial-Up Networking
Before you can connect to the Internet, you must set up a remote-node client program on your computer.
The Windows version is called Dial-Up Networking. Dial-Up Networking establishes your connection to
the ISP’s server, which is the shared computer that manages calls from clients (your computer) to the
Internet. Most, if not all, Windows browsers start Dial-Up Networking automatically when you open them.
For instructions on how to set up Dial-Up Networking, consult your ISP or your operating system’s online
help or printed documentation. Many ISPs include with their service a program that will install and
configure Dial-Up Networking automatically for you.
Sending a Fax
You can use the PhoneTools program included with your modem to send and receive faxes directly from
your computer. The following procedure uses print capture, which enables you to fax a document directly
from the Windows application in which you created it without opening PhoneTools.
1. Install PhoneTools if it is not already installed.
2. Create a document in a Windows application, such as a word processor, graphic editor, or
spreadsheet. To fax the document, keep the document open and select the Print command from
the File menu.
3. Select CAPTURE FAX +BVRP as the printer driver, and then click OK. The Send Fax wizard
appears.
4. In the Recipient section, type the required information or extract it from the Phone Book by
clicking .
5. In the Template section, optionally select a cover page and type a cover message.
6. Select the document to be sent. The default file when sending from within a Windows application
is Capture.dgr.
7. Select the date and time to send the document, if you do not want to send it immediately.
8. Click Finish to start the transmission.

Chapter 4 - AT Commands, S-Registers, Result Codes
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MultiModemUSB User Guide
Chapter 4- AT Commands, S -Registers, and Result
Codes
The AT Commands, S-Registers, and Result Codes for the MT5634ZBA-USB Modem is published in a
separate Reference Guide. This guide is included on the MT5634ZBA-USB CD. You can open the guide
from the CD, or you download the guide to your hard drive.

Chapter 5 -- Remote Configuration
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MultiModemUSB User Guide
Chapter 5 - Remote Configuration
Remote configuration is a network management tool that allows you to configure modems anywhere in
your network from one location. With password-protected remote configuration, you can issue AT
commands to a remote MT5634ZBA-USB modem for maintenance or troubleshooting as if you were on
site.
Basic Procedure
The following steps are valid regardless of whether the connection is established by the local or the
remote Multi-Tech modem.
1. Establish a data connection with a remote MT5634ZBA-USB modem.
2. Send three remote configuration escape characters followed by AT and the setup password, and
press ENTER. Example: %%%ATMTSMODEM. You have four tries to enter the correct password
before being disconnected. If the password is correct, the remote modem responds with OK.
3. You can now send AT commands to configure the remote modem.
4. When you have finished configuring the remote modem, save the new configuration by typing
AT&W0, and pressing Enter.
5. Type ATO and press Enter to exit remote configuration. You can then break the connection in the
normal way.
CAUTION: If you hang up while you are in remote configuration mode, it may lock up the remote modem.
Setup
Multi-Tech modems are shipped with a default setup password (MTSMODEM). Because anyone who
has an owner’s manual knows the default setup password, for security you should change the password
and possibly also the remote configuration escape character.
Changing the Setup Password
1. Open a data communications program such as Phone Tools or HyperTerminal.
2. In the terminal window, type AT#SMTSMODEM (or AT#Sxxxxxxxx if you have replaced the
MTSMODEM password with xxxxxxxx) and press ENTER. The modem responds with OK if the
setup password is correct, and ERROR if it is wrong.
3. To change the password, type AT#S=xxxxxxxx, where xxxxxxxx stands for the password, and
press ENTER. The password can include any keyboard character, and must be one to eight
characters long. The modem responds with OK.
4. The new password is saved automatically. You can now either enter more AT commands or exit
the data communications program. The next time you remotely configure the modem you must
use the new setup password.
Note: You can only change the setup password locally; you cannot do it remotely. Also, passwords are
case sensitive. The next time you enter the password, it must be in the same case as you set it up.

Chapter 5 -- Remote Configuration
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MultiModemUSB User Guide
Changing the Remote Escape Character
To increase security, you can change a remote modem’s remote configuration escape character. The
remote configuration escape character is stored in register S9 . The factory default is 37, which is the
ASCII code for the percent character (%). Setting S9 to 0 (zero) disables remote configuration entirely—
but if you do this remotely, you won’t be able to change it back remotely!
1. Establish a remote configuration link with the remote modem as described in “Basic Procedure.”
2. Type ATS9=
n , where n is the ASCII code for the new remote configuration escape character, then
press ENTER.
3. Save the new value by typing AT&W and pressing ENTER.
4. Type ATO<CR> to exit remote configuration.

Chapter 7 -- Troubleshooting
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MultiModemUSB User Guide
Chapter 7- Troubleshooting
Your modem was thoroughly tested at the factory before it was shipped. If you are unable to make a
successful connection, or if you experience data loss or garbled characters during your connection, it is
possible that the modem is defective. However, it is more likely that the source of your problem lies
elsewhere. The following symptoms are typical of problems you might encounter:
• None of the LEDs light when the modem is on.
• The modem does not respond to commands.
• The modem dials but is unable to make a connection.
• The modem disconnects while online.
• The modem cannot connect when answering.
• Data is being lost.
• There are garbage characters on the monitor.
• The modem doesn’t work with Caller ID.
• Fax and data software can’t run at the same time.
If you experience problems, please check the following possibilities before calling Technical Support
(see Appendix C).
None of the Indicators Light
When you turn on the modem, the LED indicators on the front panel should flash briefly as the modem
runs a self-test. If the LEDs remain off, the modem is probably not receiving power.
• Make sure the modem’s power switch is on, especially if you normally turn the modem on by
turning on a power strip.
• If the modem is plugged into a power strip, make sure the power strip is plugged in and its power
switch is on.
• Make sure the power supply is firmly connected to the modem and the power supply’s power
cord is firmly connected to both to the power supply and the wall outlet or power strip.
• If the power strip is on and the modem switch is on, try moving the power supply to another
outlet on the power strip.
• Test that the outlet is live by plugging another device, such as a lamp, into it.
• The modem or power supply may be defective. If you have another Multi-Tech modem, try
swapping modems. If the problem goes away, the first modem or power supply might be
defective. Call Technical Support for assistance.
CAUTION: Do not under any circumstances replace the power supply with one designed for
another product; doing so can damage the modem and void your warranty.
The Modem Does Not Respond to Commands
••
••
•Make sure the modem is plugged in and turned on. (See “None of the Indicators Light.”)
••
••
•Make sure you are issuing the modem commands from data communication software, either
manually in terminal mode or automatically by configuring the software. (You cannot send
commands to the modem from the DOS prompt.)
••
••
•Make sure you are in terminal mode in your data communication program, then type AT and
press ENTER. If you get an OK response from your modem, your connections are good and the
problem likely is in the connection setup in your communication software.
• Try resetting your modem by unplugging the USB cable from the modem, and then plugging it
back in.
• Try rebooting the computer.
• The modem might be defective. If you have anoter Multi-Tech modem, try swapping modems. If
the problem goes away, the first modem is possibly defective. Call Tech Support for assistance
(Refer to Appendix D)

Chapter 7 -- Troubleshooting
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MultiModemUSB User Guide
The Modem Dials But Cannot Connect
There can be several reasons the ZBA fails to make a connection. Possibilities include
• lack of a physical connection to the telephone line.
• a wrong dial tone.
• a busy signal.
• a wrong number.
• no modem at the other end.
• a faulty modem, computer, or software at the other end.
• incompatibility between modems.
You can narrow the list of possibilities by using extended result codes. Extended result codes are
enabled by default. If they have been disabled, enter ATV1X4 and press ENTER while in terminal mode,
or include V1X4 in the modem’s initialization string. When you dial again, the modem will report the call’s
progress.
• If the modem reports NO DIALTONE , check that the modem’s telephone line cable is connected
to both the modem’s LINE jack (not the PHONE jack) and the telephone wall jack. If the cable
looks secure, try replacing it. If that doesn’t work, the problem might be in your building’s
telephone installation. To test the building installation, plug a telephone into your modem’s
telephone wall jack and listen for a dial tone. If you hear a dial tone, your modem might be
installed behind a company phone system (PBX) with an internal dial tone that sounds different
from the normal dial tone. In that case, the modem might not recognize the dial tone and might
treat it as an error. Check your PBX manual to see if you can change the internal dial tone; if
you can’t, change your modem’s initialization string to replace X4 with X3, which will cause the
modem to ignore dial tones (note, however, that X3 is not allowed in some countries, such as
France and Spain).
• If the modem reports BUSY, the other number might be busy, in which case you should try
again later, or it might indicate that you have failed to add a 9, prefix to the phone number if you
must dial 9 for an outside line.
If you must dial 9 to get an outside line, the easiest way to dial it automatically is to include it in
the modem’s dial prefix, e.g., ATDT9,. Note the comma, which inserts a pause before the
number is dialed. By inserting 9, into the dial prefix, you do not have to include it in each
directory entry.
To change the dial prefix in Windows 98 HyperTerminal, select Call from the Call menu, click
Dialing Properties, and type 9 in the local and long distance boxes in How I dial from this
location.
• If the modem reports NO ANSWER , the other system has failed to go off-hook, or you might
have dialed a wrong number. Check the number.
• If the modem reports NO CARRIER , the phone was answered at the other end, but no
connection was made. You might have dialed a wrong number, and a person answered instead
of a computer, or you might have dialed the correct number but the other computer or software
was turned off or faulty. Check the number and try again, or try calling another system to make
sure your modem is working. Also, try calling the number on your telephone. If you hear harsh
sounds, then another modem is answering the call, and the modems might be having problems
negotiating because of modem incompatibilities or line noise. Try connecting at a lower speed.

Chapter 7 -- Troubleshooting
20
MultiModemUSB User Guide
The Modem Disconnects While Online
• If you have Call Waiting on the same phone line as your modem, it can interrupt your
connection when someone tries to call you. If you have Call Waiting, disable it before each call.
In most telephone areas in North America, you can disable Call Waiting by preceding the
telephone number with *70 (check with your local telephone company).
You can automatically disable Call Waiting by including the disabling code in the modem’s dial
prefix (e.g., ATDT*70,—note the comma, which inserts a pause before the number is dialed). To
change the dial prefix in Windows 98 HyperTerminal, select Call from the Call menu, click
Dialing Properties, check This location has Call Waiting, and select the correct code for your
phone service.
• If you have extension phones on the same line as your modem, you or someone else can
interrupt the connection by picking up another phone. If this is a frequent problem, disconnect
the extension phones before using the modem, or install another phone line especially for the
modem.
• Check for loose connections between the modem and the computer and the telephone jack.
• You might have had a poor connection because of line conditions or the problem might have
originated on the other end of the line. Try again.
• If you were online with an online service, it might have hung up on you because of lack of
activity on your part or because you exceeded your time limit for the day. Try again.
The Modem Cannot Connect When Answering
• Autoanswer might be disabled. Turn on autoanswer in your data communications program or
send the command ATS0=1 (ATS0=2 if you have Caller ID service) to make sure your modem
in terminal mode.
The Modem Doesn’t Work with Caller ID
• Caller ID information is transmitted between the first and second rings, so if autoanswer is turned
off (S0=0) or if the modem is set to answer after only one ring (S0=1), the modem will not receive
Caller ID information. Check your initialization string, and if necessary change it to set the
modem to answer after the second ring (S0=2).
• Make sure that you have Caller ID service from your telephone company.
Fax and Data Software Can’t Run at the Same Time
• Communications devices can be accessed by only one application at a time. In Windows 98, you
can have data and fax communication applications open at the same time, but they cannot use
the same modem at the same time.