How to troubleshoot modem-related connection problems with pcAnywhere

General troubleshooting


Ensure that the phone number is correct
There may be certain digits, such as "9," to access an outside line, or Country codes, such as "1", that need to be dialed. Make sure that the entire phone number is being dialed. To test the phone number you are using, dial the phone number from a phone at the same location as the modem. You should hear the pcAnywhere host answer the call.


Uninstall and reinstall the modem in Windows
1 Exit all open programs.
2 Click Start > Settings > Control Panel.
3 Double-click Modems.
4 Select the modem, and click Remove.
5 Click Add.
6 Check "Don't Detect My Modem...", and then click Next.
7 Select the modem manufacturer from the Manufacturer list.
8 Select the modem model from the Models list.
9 Follow the on-screen instructions to finish installing the modem in Windows.


Select the new modem driver in pcAnywhere
1 Start pcAnywhere.
2 Right-click the connection item you want to use, and then click Properties.
3 When pcAnywhere displays the message "The selected modem for this connection item no longer exists, defaulting to first available device", click OK. The device list should now appear with a check mark next to the modem.
4 Select OK.

Test the modem with HyperTerminal
1 Follow the procedure for your operating system:
In Windows NT 4.0: Click Start > Programs > Accessories.
In Windows 98/Me: Click Start > Programs > Accessories > Communications.
In Windows XP: Click Start > All Programs > Accessories > Communications.

2 Click HyperTerminal.
3 Type test for the session name, and then click OK.
4 Type a number to dial, and then click OK.
5 Click Dial.
If the modem do not dial, contact the modem manufacturer for further assistance.

Host troubleshooting


The modem on the host does not answer the call

1 Verify that the phone number you are dialing is correct.
2 Select Hosts from the tool bar.
3 Double-click the Modem icon or the icon you have created for this connection.
4 Hold the mouse over the spot that says "pcAnywhere" on the Windows Taskbar or Systray. A tooltip should appear that says "pcAnywhere waiting..."
5 Verify that the line that goes into the modem is in the line jack, not the phone jack.
6 Verify that the phone signal is getting to the host by clicking the pcAnywhere icon on the Taskbar or Systray. A dialog box appears, stating "pcAnywhere waiting." It should say "Incoming Call" when a call comes in. If you do not see "Incoming Call," the modem is not detecting the phone ring.
7 Check with your phone representative to ensure that the phone line is working properly.


The modem has caller ID
1 Click Tools, and then click Options.
2 Click the Host Communications tab.
3 Set the "Ring number to answer on" to 3.