Computer and Software Support


Modem disconnects

Follow the following steps to troubleshoot the system to figure out why the modem disconnects. The hyperlink will take you to a page to give you directions on performing that step.

 

  1. If your connecting to the internet through special software, such as AOL, MSN, Earthlink, etc., Make sure you have the latest version of the software. You will have to contact the manufacturer for the software.

  2. AOL has its own setup and in the setup you choose the modem that you have. Make sure the one selected is either the modem you have or one that is compatible with it. Sometimes the software will not select the correct modem and this can cause problems.

  3. Have the phone company check the phone line for noise. There can be noise on the phone line that a human cannot hear but can interfere with the connection.

  4. Disconnect all phone lines except for the modem to rule out another phone causing the problem.

  5. Try a different wall jack.

  6. By pass any surge protectors, phone splitters, or anything else attached to the phone line. Also try bypassing the surge protector that is connected to the power also.

  7. If you have access to another internet service, try that service to see if it is the service provider or your system. AOL and other internet services gives a free month on their software. You could sign up to test the modem and system then cancel before your free trial expires.

  8. Try the system in another location.

  9. Use the Software Troubleshooter to see if it is a software issue.

  10. Use the PCI card troubleshooter to see if the problem is caused by a PCI card.

  11. See if there is a newer driver for your modem. (Consult the manufacturer of the modem)

  12. Set the BIOS to default and clear NVRAM.

  13. If you have two sticks of memory and your system doesn't require both in the system, try one stick by itself and then try the other stick. Also try the memory in different slots.

  14. See if you have the latest version of your BIOS.

  15. Delete and reinstall telephon.ini

  16. If you have a different type of modem you can try in the system, give that a try. Each modem has its own sensitivity and that may be the cause.

  17. If you have a diagnostics software, run the diagnostics on the system. (Consult the manufacturer of your system about diagnostics software for your system)

  18. Consult the manufacturer of your modem and system to see if they have any issues with the modem or the system. (They may have information that we do not have access to)

  19. Reinstall the operating system.

Having modem issues? Use the modem troubleshooter

 

If you are still having the disconnects, the problem is probably either power supply, a grounding issue or the processor is causing the issue. If you wasn't able to rule out the memory on the above steps, then it could be the memory as well.