[tarnpa]

On my laptop, a Dell Inspiration 5100 after years of flawless operation I suddenly can't get on line any more. When I try to log on I get the message "Error 692 (there was a hardware failure in the modem (or other connecting device)".
Checking under Control Panel/Network and Internet Connections/Phone and Modem Options/Modem, I get the Modem as "BCM V.92 56K Modem, Attached to COM4" Under Properties The Device Status reads "This device is working properly" Clicking on Diagnostic/Query Modem I get the error message "The modem failed to respond"

Thinking the modem might have died I ordered a new one from Dell and installed it. When I tried to log on I get the error message 797 and under Modem again "BCM V.92 56K Modem" and under Attached to the message "not present"

I seem to be getting contradicting messages and I wonder also if I might need a new driver for the new modem even thogh the type name is identical but different manufacturers. (Broadcom for the old one and PCTEL for the new one)

Any help would be greatly appreciated.

 

[RootbeaR]

http://support.microsoft.com/kb/314846

 

[kiwiguy]

Laptop modems are "software modems", which means that the entire operation is controlled by the CPU using the modem driver software.

If the modem driver software becomes corrupt (or is the wrong software for the chipset and the way it is used by the modem maker) then it may well show as a failure.

Reloading the correct driver software for the exact model model is therefore essential.

 

[tarnpa]

Thank you guys "XPSP2" and "KIWIGUY"

As to XPSP2's reply:
Microsoft's cause and resolution of error 692. I did remove and reinstall the modem without success.

As to KIWIGUY's reply:
I reinstalled the driver from the disk which I received when I bought the unit. This didn't help either.


The modem atempts to call the ISP but I don't hear any dial tones or any other noise and after a short time message 692 shows up again. There is still the possibility that there is something wrong between the modem output and the phone line. Also, as far as the newly purchased modem is concerned the type BCM V.92 56k modem is identical but the manufacturer is different, Broadcom versus PCTEL which might require a different driver. I will investigate the problem further

 

[Augie65]

You might try a different phone jack and a different phone cord. Just to be sure it isn't either.

 

[tarnpa]

To Augie65
Thanks for the hint. That's the first thing I tried when things didn't work. But without success. Furthermore the explanation for error 692 states "Your modem (or other device) is not responding because of the following: ........." This implies that there is something internally wrong up to, and including the modem.

 

[Augie65]

Try adding some commas to the front of the phone number of your account. Adding commas is like adding a pause before the modem starts dialing after picking up the line.
Example: ,,,7303030
Note: There are no spaces between the commas and the number. Each comma adds a two second pause in dialing.

 

[tarnpa]

Thank you Augie65 for the reply.

The modem doesn't get even that far as "taking the Phone off the hook".
What intrigues me is the contradictory results as I stated them in my first posting which was:

Checking under Control Panel/Network and Internet Connections/Phone and Modem Options/Modem, I get the Modem as "BCM V.92 56K Modem, Attached to COM4" Under Properties The Device Status reads "This device is working properly"

Clicking on Diagnostic/Query Modem I get the error message "The modem failed to respond"

I have inquired at Dell if my new modem which is PCTEL and not Broadcom might need different drivers. So far I haven't gotten a reply.

 

[kiwiguy]

Under device properties, the PC can only "see" as far as the electronic interface buffers etc. So they look OK and it reports that.

But when the modem is asked to do a specific job beyond this horizon and fails, then that failure is reported, even though the bit the PC can "see" looks fine.

 

[tarnpa]

Thank you kiwiguy.
This explains the apparent discrepancy. Well, if you don't now the inner workings of the software you can get confused.

 

[erratic]

Lately I have been having the same problem, with the difference that it will in fact work if I restart the computer (presumable resetting the modem in the process). But later if I am disconnected, I get the same device failure message as you indicated.

I am planning to switch from dial-up, to sharing a DSL account with my neighbor using a wireless card; if I do that can I bypass this modem issue? Also what happens if I get my own DSL account (without wireless card)? Will I then still be having this problem?

One odd thing about this problem is that 'modem properties' tells me I am using COM3 for this modem, yet when I look at 'ports' in device manager, it lists only COM1 and LPT1; I was trying to make sure COM3 was enabled but its not even listed there for me to see if its enabled or not.

 

[kiwiguy]

Wireless and DSL do not use any part of the dial-up modem.

Dial-up modems (internal) usually use COM3, which exists only as a driver created software port, hence you cannot see it in device manager.

 

[erratic]

Thanks so much for the exceedingly prompt reply, kiwiguy!

At least I understand about the COM3 port now. Any ideas about why I am suddenly getting this hardware failure error when I havent changed any of my connection settings?

Since a laptop uses a 'software modem' is it safe to say that this actually is not a hardware failure as it says in the error message, but merely a computer simulation of one?

 

[kiwiguy]

A software modem still has hardware, just that the hardware relies on a software program (the driver) and the CPU to instruct it in every operation.

 

[Augie65]

You might double check your modem and see if you need a driver update.
Drivers and Downloads