Supra Internal PnP Modem F.A.Q. 3/5/97 ======================================================================== IMPORTANT: Write down the following equivalent table for COM ports. These COM port references will be used throughout the document: COM1=03F8 COM2=02F8 COM3=03E8 COM4=02E8 ======================================================================== Before using this FAQ, please check the reference manual and the manual addendum to see if your solution is listed there. The letters FAQ stand for Frequently Asked Questions. This FAQ is designed to go beyond the Trouble Shooting Guide found in the Reference Manual and the Addendum included with the Supra Internal PnP modems. Please see the manual and addendum before using this FAQ. If you have an External SupraExpress modem connected by a serial cable to your computer, you do not need to run the INSTALL program on the Legacy PnP disk for Win 3.x use. If you have run the INSTALL program, please go to Section 3.2.7 and uninstall the Legacy PnP software. CONTENTS 1 INTRODUCTION 1.1 Contacting Technical Support 2 WINDOWS 95 INTERNAL PNP MODEM ISSUES AND DIAGNOSTICS 2.1 WIN 95 ISSUES 2.1.1 How to Change IRQs & COM ports (Modem Resources) 2.1.2 Modem on COM5 2.1.3 Modem COM port keeps changing 2.1.4 Modem does not work in DOS software 2.1.4.1 Windows 95 DOS Icon or MS-DOS Prompt Window 2.1.4.2 Using DOS Mode 2.1.5 Modem works in some Windows programs, but not others 2.1.6 Disabled serial port or built-in modem reappears and conflicts w/ Supra modem 2.1.7 Mouse not working when modem in - MouseKeys 2.1.8 Modem not detected in Windows 95 2.1.9 Modem does not respond or does not respond consistently 2.1.10 Windows 95 Modem Drivers (.inf files) 2.2 WIN 95 DIAGNOSTICS 2.2.1 Modem does not work in any Windows software 2.2.2 Control Panel>Modem 2.2.3 Install Wizard:Should not use 2.2.4 Diagnostics 2.2.5 MoreInfo 2.2.6 Control Panel>System>Device Manager 2.2.7 Other Devices 2.2.8 Modem 2.2.9 Ports(COM&LPT) 2.2.10 Refresh or Restart Computer 2.2.11 How to Change IRQs & COM ports (Modem Resources) 2.2.12 Testing Modem in MS-DOS prompt Window 2.2.13 Testing Modem in Hyperterminal 3. WINDOWS 3.X INTERNAL PNP MODEM ISSUES AND DIAGNOSTICS 3.1 WIN 3.X GENERAL ISSUES 3.1.1 Modem does work in some Windows software, but not others 3.1.2 Modem does not work in DOS software 3.1.3 How to Change IRQs & COM ports - ICU 3.1.4 How to Change IRQs & COM ports - PnP BIOS 3.1.5 Mouse not working when modem in 3.1.6 Windows Control Panel not holding COM port address 3.1.7 Error Messages at Boot 3.1.8 System hangs on Plug and Play Configuration Manager startup 3.1.9 Modem does not work in any Windows software 3.2 WIN 3.X INSTALLATION ISSUES 3.2.1 Installation Program Stalls or Locks 3.2.1.1 Minimal Boot - DOS and HIMEM.SYS only 3.2.1.2 Clean Boot - No drivers loaded 3.2.2 Clean boot installation 3.2.3 Install software believes it is in a DOS Box when it isn't 3.2.4 No Windows Where's the Modem? 3.2.5 Video errors 3.2.6 Need to install PnP software to a drive other than C: 3.2.7 Uninstalling the Supra Legacy (PnP Utility) software 3.3 WIN 3.X DIAGNOSTICS 3.3.1 Modem does not work in any Windows software 3.3.2 Windows Where's the Modem? 3.3.3 Terminal Test 3.3.4 DOS Configuration Manager Not Loaded 3.3.5 No Supra Devices Present 3.3.5.1 Boot Message 3.3.5.2 Normal Boot Message 3.3.5.3 Stacker, Doublespace, QEMM, Share 3.3.5.4 NVS Write Error 3.3.5.5 No ESCD.RF File found 3.3.5.6 Bad Serial ID Checksum 3.3.5.7 4 of 5 Devices Successfully Configured 3.3.5.8 Supra Modem not identified 3.3.6 FIXCOM.DEB : Sliding COM ports. 3.3.7 DOS Echo Test 3.3.8 PnP BIOS 4 OTHER PLATFORMS 4.1 OS/2 4.1.1 OS/2 Warp Version 3.0 4.1.2 OS/2 Version 4.0 - Merlin 4.2 LINUX 4.3 WINDOWS NT 3.51 4.4 WINDOWS NT 4.0 5 PNP MODEM BASICS 5.1 I/O Address and Interrupt Request (IRQ) 5.2 Modem Software-to-Modem Connection 5.3 Modem Resource Sharing/Conflicts ------------------------------------------------------------------------ 1 Introduction ------------------------------------------------------------------------ 1.1 Contacting Supra Technical Support If you are unable to find your answers here, please contact Diamond Communications Divison Technical Support by one of the methods below. Please have available the following information (if known): Computer Brand/Model/CPU type: Computer BIOS Manufacturer/Version/Date(shows on Bootup): Operating System (Win3.1, 95, NT4.0, etc.): Other peripherals(sound card, network card, scanner, etc.): Supra Modem COM port/Port Address/Interrupt (IRQ): CONTACTS: World Wide Web site http://www.diamondmm.com FTP site ftp://ftp.supra.com E-mail pnplegacy@supra.com - Windows 3.x Installation Issues with PnP modems pnpwin95@supra.com - Windows 95 Installation Issues with PnP modems otheros@supra.com - Windows NT, OS/2, Linux Installation Issues pc336@supra.com - General 33.6 and upgrading questions pc288@supra.com - General 28.8 modem questions pcfax@supra.com - Fax software questions with Supra Modems pctech@supra.com - General 14.4 modem questions vdophone@supra.com - Videophone installation and operation questions On AOL send mail to SupraCorp2 - For AOL Customers CompuServe Forum Use GO SUPRA to find our CompuServe Forum Supra Technical Support BBS 541 967 2444 Fax 541 967 2401 Fax Back (call with touch tone phone) 541 967 0072 Voice 541 967 2450 Updates to this file posted on the Supra BBS, WWW site, and CompuServe forum. ------------------------------------------------------------------------ 2 WINDOWS 95 PNP MODEM ISSUES AND DIAGNOSTICS ------------------------------------------------------------------------ 2.1 WIN 95 ISSUES ------------------------------------------------------------------------ 2.1.1 How to Change IRQs & COM ports (Modem Resources) To manually change the I/O address (COM port) and/or Interrupt (IRQ) used by your modem in Windows 95, use the Device Manager. Note that the internal modem is not attached to any COM ports already on your system. The Supra modem itself is a COM port. When your Supra modem is properly set up, it should not have a COM port for it under Ports(COM&LPT) in the Device Manager. 1. Go to Control Panel>System>Device Manager>Modem>Supra>Resources tab. Click on [Set Configuration Manually] if this button appears. 2. Uncheck the Use Automatic Settings box in the middle of the window. 3. Use the drop-down arrow to change the Basic Configuration. The Input/Output Range must match I/O Address for the COM port you want. As an example, Basic Configuration 0006 corresponds to COM3, 03E8-03EF. 4. Double-click on Interrupt Request if you need to change it. If you get a message that states you cannot modify the Interrupt settings, change the Basic Configuration to a different number that still has the same Input/Output range appropriate for the COM port and double-click on Interrupt Request again. 5. In the Edit Value window, use the up or down arrow keys to change the Interrupt Request (IRQ). Watch the Conflict Information on the bottom of the Edit Interrupt Request box to see if your Interrupt setting conflicts with any other devices. If a conflict is shown, move to a different choice, until you find one that does not conflict. Click [OK] when done. NOTE: Windows 95 does not always have accurate information about which resources in your system are in use. The system may report "No Conflicts" even when the chosen resource is in use by another device; "No Conflicts" is not guaranteed to indicate a free resource. Here are some Interrupts to try: 10 - unless a soundcard or CD-ROM is using it. 11 - unless a CD-ROM, network card, tape backup or SCSI Adapter is using it. 12 - unless you have motherboard (PS/2-style) mouse with a round connector. If your motherboard has a round connector port for a motherboard mouse and you are using a serial mouse (rectangular connector) instead, you will have to disable the motherboard mouse in your BIOS setup program to use Interrupt 12 with your modem. Consult your manual, computer vendor, or motherboard manufacturer for details on how to do this. 15 - unless a CD-ROM, network card, or secondary IDE controller is using it. 5 - unless a sound card or network card is using it. 6. Click [OK] again to save the changes you made. Windows may give you a warning message about manually configuring devices. Click [Yes] to close this warning message. If Windows gives you an option to restart your computer, choose this restart option. Otherwise, click on [OK] or [CLOSE] to close the Device Manager. 7 . Go to Start>Shutdown>Shutdown the computer. Turn off your computer when prompted. Wait 10 seconds and turn on your computer. Your modem should now be configured to the new settings. Supra PNP Modem Setup Configurations: Windows 95 Device Manager ======================================================================== PORT I/O Address Interrupt (IRQ) Win95 Basic Configuration ======================================================================== COM1 03F8 4 0000 ------------------------------------------------------------------------ COM2 02F8 3 0001 ------------------------------------------------------------------------ COM3 03E8 4 0002 ------------------------------------------------------------------------ COM4 02E8 3 0003 ------------------------------------------------------------------------ COM3 03E8 5 0004 ------------------------------------------------------------------------ COM4 02E8 5 0005 ------------------------------------------------------------------------ COM3 03E8 3,4,5,7,10,11,12,15 * 0006 ------------------------------------------------------------------------ COM4 02E8 3,4,5,7,10,11,12,15 * 0007 ------------------------------------------------------------------------ COM1 03F8 3,4,5,7,10,11,12,15 * 0008 ------------------------------------------------------------------------ COM2 02F8 3,4,5,7,10,11,12,15 * 0009 ------------------------------------------------------------------------ 0200-03F8 * 3,4,5,7,10,11,12,15 * 000A ------------------------------------------------------------------------ * User-selectable To change the modem over to COM2 or COM1, the corresponding serial port (Serial 2 or Serial 1) must be disabled on your computer. Consult your computer documentation, computer vendor, or the manufacturer for details on how to disable serial ports. In addition to disabling the serial port, you must also REMOVE the corresponding COM port under Ports(COM & LPT)in the Control Panel>System >Device Manager. For example, if you wish to change your modem to use COM2, you must disable serial port 2 (COM2 on most systems) and then remove the COM2 entry in the Device Manager. You can then manually change your modem over to COM2 by switching it to Basic Configuration 0001. ------------------------------------------------------------------------ 2.1.2 Modem on COM5 Assuming that at least one COM port of COM1,2,3,or 4 is not in use, you should just have to remove the COM port entries of non-existent COM ports in your System>Device Manager>Ports(COM&LPT) and have Windows 95 find the Supra modem again with the [Refresh] button. From the Control Panel, double-click System and then the Device Manager tab to open the Device Manager. Remove the Supra Entry from underneath the Modem Entry. Go to section 2.2.9. Note: If COM1-4 are enabled, you will need to disable one of the serial ports to free up its COM port resources. Examples of additional serial ports besides the two standard serial ports are: scanner cards, extra printer/serial I/O cards, older video cards with the S3 chipset sometimes use the COM4 address (02E8). If all 4 COM ports are in use, such as after adding a second serial card, then one COM port will have to be disabled and its entry removed from the Device Manager. Consult your manual, computer vendor, or computer/motherboard manufacturer for details on how to disable serial ports. Once the serial port is disabled, go to Section 2.2.6. ------------------------------------------------------------------------ 2.1.3 Modem COM port keeps changing Go to Section 2.1.1 to manually configure the modem and take it out of Automatic Settings mode. If the modem still changes settings, the second action you can take is to change the PnP settings in your BIOS. Consult your computer documentation, vendor, or motherboard manufacturer for details. On most PnP BIOS setups, you either need to change a setting of PNP O/S:YES/NO to "YES", or change a setting of PNP AUTOCONFIG:ENABLED/DISABLED to "DISABLED" so your BIOS and Windows 95 do not fight with each other over the configuration of your modem. Another example is setting RESOURCES CONTROLLED BY:AUTO/MANUAL to "MANUAL". ------------------------------------------------------------------------ 2.1.4 Modem does not work with DOS software. DOS modem programs can be run under Windows 95 either by creating an icon for the program in Windows 95 or by going to Start>Programs>MS-DOS prompt and then changing directories to the appropriate program directory. Consult the Windows 95 Help facility or the Windows 95 manual for instructions on creating icons for DOS programs. 2.1.4.1 Windows 95 DOS Icon or MS-DOS Prompt Window If your modem does not respond to the DOS program under Windows 95 once you have created an icon for it or if you are running the program from a DOS prompt, the likely reason is that you are using DOS communications software that does not allow you to specify your modem's resources (I/O Address and Interrupt) directly. That is, the program only allows you to choose the COM port for your modem, but not the I/O Address and Interrupt (IRQ). Some DOS programs do let you choose the Address and Interrupt (IRQ) for your modem, but they cannot use Interrupts above 7. Examples of such programs are DOS games like DOOM, HEXEN, and Duke Nuke'Em. Some software lets you put in IRQ 99 but obviously it does not work, so just because you can enter numbers higher than 7 does not mean they are supported. To use this non-configurable or IRQ-limited DOS software, you may have to have your modem set to a standard serial port I/O Address and Interrupt pair: either COM1 (03F8/IRQ4) or COM2 (02F8/IRQ3). To set your modem to one of these standard port/IRQ setups, you must first disable one of your built-in serial ports or the original modem that came with the computer. Many systems have a serial mouse (rectangular connector) on COM1, so you may need to disable serial port 2 in your system. Consult your manual, computer vendor, or computer/ motherboard manufacturer for details on how to disable serial ports or built-in modems. Once the appropriate port or old modem is disabled, see section 2.1.1 to change the Supra modem resources. Make sure you change your Windows modem software to reflect this new setting. 2.1.4.2 Using DOS Mode (DOS 7.0) Note: Only use this method if you have tried running the program from the MS-DOS Prompt Window or from a DOS icon in Window 95 (Section 2.1.4.1) 1. Shutdown Windows and turn off the computer for about ten seconds, then turn it on. When you see the words "Starting Windows 95", press the F8 key. Choose "Safe Mode Command Prompt Only." 2. Install the Plug and Play Utility disk. Choose Manual install for DOS only install, and DO NOT modify your CONFIG.SYS file. When the installation reboots the machine, allow it to boot directly into Windows 95. 3. Create a shortcut to the DOS based program by clicking the right mouse button on a blank section of the Windows 95 desktop. Follow the instructions to create a shortcut to the program. When the icon is created, click on the icon with the right mouse button and choose Properties. 4. Click on the Program tab. Click on Advanced. Check the MS-DOS Mode, Warn before starting MS-DOS Mode, and Specify a new MS-DOS Configuration boxes. In the boxes that are available for CONFIG.SYS and AUTOEXEC.BAT, enter the following: CONFIG.SYS DEVICE=C:\SUPRA\DWCFGMG.SYS DEVICE=C:\WINDOWS\Himem.Sys DOS=HIGH,UMB AUTOEXEC.BAT SET winbootdir=D:\WINDOWS SET PROMPT=$p$g SET PATH=C:\WINDOWS;C:\WINDOWS\COMMAND 5. Click on OK, OK. Now when you double-click on the icon created, you will be told that the program needs to shutdown to MS-DOS mode. Click OK. Your machine will reboot and use the CONFIG.SYS and AUTOEXEC.BAT files set in the shortcut's settings. When you exit out of that program, the machine will reboot back into Windows 95. If the program used doesn't support higher IRQs, then this will not solve the problem. But there is Plug and Play support installed at this point, and you can install the Supra WinICU disk in DOS (DOS-only) in order to change the modem Resources(Address and IRQ). ------------------------------------------------------------------------ 2.1.5 Modem works in some Windows programs, but not others. Make sure only one modem program is running at a time. Make sure the proper COM port is selected in the modem setup portion of the program. In Windows 95-specific programs, make sure the "Connect Using:" box shows the proper name for the Supra modem. Check Control Panel>Modems> Diagnostics if you do not know which COM port the Supra modem is using. Consult the software manual or vendor for the software setup troubleshooting. If your particular modem name does not show up in the Modem Setup portion of non-Windows 95 programs (older America Online, CompuServe, etc.) choose another Supra modem from the list or General Hayes-Compatible modem. Try an initialization string of AT&F2. ------------------------------------------------------------------------ 2.1.6 Disabled serial port or built-in modem reappears and conflicts w/ Supra modem. Consult your computer documentation or vendor for instructions on how to disable a serial port or built-in modem on your system. If you have a Packard Bell modem/soundcard, you may have to disable the modem in the BIOS and remove jumpers from the modem to completely disable it. After disabling the original modem or serial port, go into the Control Panel>System>Device Manager in Windows 95 and either remove the COM port entry or if it keeps coming back remove the checkmark next to "Use Original Configuration" under the Communication Port's General Tab. Shutdown and restart Windows 95. Go to the Modem>Supra modem entry in the Device Manager. Click on the Resources tab. If no resources are shown, click on the [Set Configuration Manually] button to bring it up. Otherwise, uncheck the "Use Automatic Settings" box and change the Basic Configuration to Configuration 0000 for COM1 or 0001 for COM2, whichever corresponds to the disabled serial port. Ignore any Conflicting Device or Forced Configuration warnings and just click [OK] or [Yes] until you are back at the System Properties window. Click on [OK] or [Close] to close this Window. Shutdown your system for 5 seconds and then start it back up again and your Supra PnP modem should be set on the appropriate COM port. ------------------------------------------------------------------------ 2.1.7 Mouse not working when modem in - MouseKeys This issue usually is associated with a Logitech mouse or a Plug and Play BIOS. If you have a Logitech mouse on COM1 and the modem on COM2, consult your computer vendor or Logitech for updated drivers. The other cause of this issue is a PnP BIOS configuring the modem. The plug and play BIOS has probably taken the PnP modem configuration process away from Windows95 and put the modem on the mouse. You need to go into your computer's CMOS Setup (BIOS Settings) and disable the PnP BIOS feature so that only Windows is in charge of configuring the devices. Otherwise the PnP BIOS will continue to interfere with the modem's configuration, and that of any other PnP device you install. Consult the computer documentation in regards to how to get into the CMOS Setup and what to turn off to disable the PnP BIOS feature. Shut the computer down and turn the power off for about ten seconds before turning the power back on. The computer should boot up and find the mouse again and the BIOS should allow Windows95 to install the modem to another COM port IO Address and IRQ setting. If the computer continues to configure the modem to the COM1 settings despite the fact you disabled the PnP BIOS feature, you will need to reconfigure the modem I/O Address and IRQ setting to different settings. First, you will need to turn on the Mouse Keys so you can move the mouse pointer with the numeric keypad. Arrow Keys move the cursor 5 = Click + = Double-Click - = Right Mouse Button / = Left Mouse Button You need to tell it which button you are going to click before "clicking". Mouse Keys: ------------------ 1. Hit Ctrl-Esc. 2. Hit the up arrow key until Settings is highlighted. 3. Hit the right arrow key to highlight Control Panel. 4. Hit Enter. 5. A dotted box should surround the words Accessibility Options so press the space bar so that it highlights Accessibility Options. 6. Press Enter. 7. Use the Tab key until the dotted box surrounds the word Keyboard. 8. Hit the right arrow key until the box surrounds Mouse. 9. Tab down to Use Mouse Keys. 10. Press the space bar to check off the box. 11. Tab down to OK and press Enter. *Note: The modem can not be configured to the address of any of the COM ports listed under Ports in the Device Manager. If COM1 and COM2 are listed, the next available address is for COM3. COM3 and COM4 have to use IRQs between 5 and 15 to avoid conflicts with COM1 and COM2. 1. Hit the right arrow key twice and the down arrow key three times to highlight the System icon. 2. Press Enter. 3. The dotted box should be around General so hit the right arrow key to put the box around Device Manager. 4. Tab down until the dotted box surrounds Computer. 5. Hit the down arrow until Modem is highlighted. 6. Hit the right arrow key to drop the modems down under the category title. 7. Hit the down arrow key to highlight the modem. 8. Hit Alt-R to get the Properties screen. 9. Tab until the dotted box surrounds the General tab. 10. Hit the right arrow key to move to the Resources tab. 11. Tab until the dotted box surround the Use Automatic Settings box. 12. Press the space bar to uncheck the box. 13. Either tab until the Basic Configuration box is highlighted or use the mouse keys in the number pad on the keyboard to move the mouse pointer to the Basic Configuration box and hit the 5 key twice to highlight the box. 14. The right arrow key will scroll the Basic Configuration box down, the left arrow will scroll the box up. Scroll down to the setting you want to change the IO Address and IRQ setting. If you only want to change the IRQ setting: ------------------------------------------------------------------ 1. Use the mouse keys to move the mouse pointer up to the words Interrupt Request and then hit the 5 button to highlight them. 2. Hit Alt-C to get to the Edit IRQ window. 3. The up and down arrow keys will raise or lower the IRQ setting accordingly. 4. When you have the IRQ setting you want, tab until the OK button is surrounded by the dotted box. 5. Hit Enter. 6. Repeat steps 4 and 5 until completely out of Device Manager. 7. Hit Ctrl-Esc and use the up arrow key to highlight Shutdown and press enter to close Windows95. 8. Turn off the power and leave the computer off for several seconds. 9. When you start up the computer, Windows should once again find the mouse. See Section 2.1.1 for recommended IRQ choices. ------------------------------------------------------------------------ 2.1.8 Supra Plug and Play Modem not detected in Windows 95 If Windows 95 does not find the Supra modem, first go through the Diagnostics Section 2.2. If you have already performed the listed Diagnostics, go to Control Panel>System>Device Manager tab. Click on the Click on the [+] next to System Devices at the bottom of the Window. Unless you have a listing called, "PCI to ISA Bridge", there should be an entry here that reads, "ISA Plug and Play Bus". If neither entry exists, use Control Panel>Add New Hardware to add System Devices> ISA Plug and Play BUS. Do not have the Windows 95 hardware wizard search for this entry; add it manually. After this entry has been added, go to Start>Shutdown>Shutdown the Computer, and turn the computer off for 10 seconds when prompted. Turn the computer back on and the modem should now be found. If the Supra modem is still not found, make sure it is seated properly in the motherboard slot. It should be even front to back and firmly pushed into the motherboard slot; make sure that one side did not raise up as the mounting bracket screw was screwed in. If you have tried all the diagnostics here, and the modem is still not found, try the modem in a different motherboard slot, as there may be a bad connection on that motherboard slot, even if other cards or previous modems worked fine there. If you have a Plug and Play BIOS, another action you can take is to change the PnP settings in your BIOS. Consult your computer documentation, vendor, or motherboard manufacturer for details. On most PnP BIOS setups, you either need to change a setting of PNP O/S:YES/NO to "YES", or change a setting of PNP AUTOCONFIG:ENABLED/DISABLED to "DISABLED" so your BIOS and Windows 95 do not fight with each other over the configuration of your modem. Another example is changing a setting of RESOURCES CONTROLLED BY:AUTO/MANUAL to "MANUAL". If you have tried all the diagnostics listed here, have made sure the modem was seated properly, and have tried one or two other motherboard slots, contact technical support for further assistance. ------------------------------------------------------------------------ 2.1.9 Modem does not respond or does not respond consistently. Go to Section 2.2 for Diagnostics. 2.1.10 Windows 95 Modem Drivers (.inf files) You can find the Supra *.INF driver files at the following web address: http://www.diamondmm.com/product-support/driver-index.html Look for "Windows 95 Drivers" underneath the "Communications Heading." This .INF archive file can also be found at our FTP site at ftp://ftp.supra.com/pub/windows and its name here is SUP_INFS.EXE. The SUP_INFS.EXE file can also be found on our BBS at (541) 967-2444 in the File Area>Windows>Setups and Configurations area. ------------------------------------------------------------------------ 2.2 DIAGNOSTICS ------------------------------------------------------------------------ 2.2.1 Modem does not work in any Windows software If the modem does not work in any Windows software, it is likely that there is a modem setup and/or resource configuration problem with the modem. If Windows 95 does not have the proper information about all the hardware at the time the modem is installed, the modem can be set to an I/O Address and/or Interrupt Request (IRQ) that is already in use. Follow the steps in this diagnostic section starting at Section 2.2.2 until the modem is installed as a Supra modem that has its own I/O Address and Interrupt, and it responds normally in the Win95 MoreInfo Diagnostic test. Keep notes on what you do and see at each step in case you need to communicate this information to technical support. ------------------------------------------------------------------------ 2.2.2 Control Panel>Modem Start Windows 95. Go to Start>Settings>Control Panel. Make sure no modem programs are running before proceeding further. Check the task bar at the bottom of the screen for modem programs, and if you still have doubts, press the Ctrl+Alt+Delete keys to bring up the Close Program window and a list of all running programs. Use [Cancel] to close this window. Double-click on Modems. If only the modems actually installed appear, meaning the correct "SupraExpress" modem and any other enabled modems in the computer, go to Section 2.2.4, Diagnostics. If any modems that are not installed appear, or more than one copy of the Supra modem appears, use the [Remove] button to remove every modem. Remove any modem names for modems that are still in your computer but have been completely disabled, such as the built-in Packard Bell modem. If there is a second modem in the computer that is still going to be used, do not remove it here. Go to Section 2.2.4. If you get the Modem Install Wizard, go to Section 2.2.3. ------------------------------------------------------------------------ 2.2.3 Install Wizard/Add New Hardware: Should not use. If you get the Modem Install Wizard asking about detecting the modem, click [Cancel] and go to Section 2.2.6. Do not use the Install Wizard, Add Modem, or Add New Hardware to setup the Supra Plug and Play modem. It will not likely set up the modem properly. This detection method is not designed to setup PnP devices. Go to Section 2.2.6 to clean up the Device Manager and have the modem detected another way. ------------------------------------------------------------------------ 2.2.4 Diagnostics Click on the Diagnostics tab at the top of the Modem Properties Window. Write down the COM port and Device listed for each entry shown. If your Supra Modem is not shown here, go to Section 2.2.6. If the Supra modem is shown here, go to Section 2.2.5. ------------------------------------------------------------------------ 2.2.5 MoreInfo Click on the COM port associated with the Supra modem. Click on the [More Info] button in the middle. Windows 95 should communicate with the modem and either display a More Info screen or an error window. If an error message is not displayed copy the following information to a piece of paper: Port: Interrupt: Address: UART: Identifier: ATI3 Responses (3 lines): ATI5 Response: ATI7 Response: If no error message appeared, then the problem is likely a software setup issue, which you can check in Section 2.1.5. One possible exception is if the modem was not properly installed and its Device Manager entry does not have a resources tab. Go to Section 2.2.6 to check the modem setup in the Device Manager. If the message "Port Already Open" appears, another modem program could be open at the same time that More Info tried to access the modem. Check the task bar at the bottom of the screen for modem programs, and if you still have doubts, press the Ctrl-Alt-Delete keys to bring up the Close Program window and a list of all running programs. If the message "Modem failed to Respond" or "Couldn't Open Port" appears, there is likely a shared I/O Address or Interrupt resource conflict that needs to be resolved, or the modem is not installed properly by Windows 95. Go to Section 2.2.6. ------------------------------------------------------------------------ 2.2.6 Windows 95 Device Manager For proper setup of the Supra iPnP modems in the Device Manager, there must be only one Supra modem entry, the Supra modem entry must have a Resources tab, and the modem resources (I/O address and Interrupt Request) cannot be in use by another device, even if Windows 95 does not detect such a conflict. In addition, there cannot be an active COM port entry under Ports(COM&LPT) that has the same COM number as the modem. From the Control Panel, double-click System and then the Device Manager tab to open the Device Manager. Go to section 2.2.7. ------------------------------------------------------------------------ 2.2.7 Other Devices Click on the [+] next to Other Devices if this entry exists. This entry will read "Other Devices" and will be above Ports(COM&LPT) and below Mouse if it is present. If Other Devices is not present, go to Section 2.2.8. If this Other Devices entry does exist and has entries for the Supra modem and/or a Communication port underneath it, remove the modem and Communication port entries by highlighting each entry and clicking on [Remove] at the bottom of the window. Click on [OK] to confirm that you want to remove each entry. You will have to remove each entry individually. Once the Supra modem and/or Communication port modem have been removed from Other Devices, remove any Supra modems or Standard modems you may have added from underneath the Modem entry, if the Modem entry is still present. Remove any modem entries for modems that are still in your computer but have been completely disabled, such as a built-in original modem. If there is a second modem in the computer that is still going to be used, do not remove it. Go to Section 2.2.9. ------------------------------------------------------------------------ 2.2.8 Modem Click on the [+] next to Modem if this entry exists. This entry will be above Monitor and below Keyboard if it is present. If the Modem entry is not present, go to Section 2.2.9. Double click on your Supra modem entry. If it has a Resources tab, go to Section 2.2.11. If it does not have a Resources tab at the top of the Properties window, click on [Cancel] at the bottom of the Window. While the Supra modem entry is still highlighted, click on [Remove] at the bottom of the System Properties window. Click on [Yes] to confirm that you want to remove this entry. Remove any modem entries for modems that are still in your computer but have been completely disabled, such as a built-in original modem. If there is a second modem in the computer that is still going to be used, do not remove it. Go to Section 2.2.9. ------------------------------------------------------------------------ 2.2.9 Ports(COM&LPT) Click on the [+] next to Ports(COM&LPT). Remove from here any COM ports that have been disabled in your BIOS/CMOS setup or on an I/O Controller card. Also remove any COM ports here that you may have added manually while installing the modem. Do not remove COM1 if you have a serial mouse (rectangular connector) connected to the COM1 serial port. If you are unsure of which COM ports you should leave alone, leave COM1 and COM2, as these are the most commonly enabled serial ports. Go to Section 2.2.10 ------------------------------------------------------------------------ 2.2.10 Refresh or Restart Computer If there are no Supra modem entries under Modem, no Supra modem or Communications port entries under an Other Devices category, and no extra/non-existent Communication ports under Ports(COM&LPT), click the [Refresh] button in the Device Manager to have Windows 95 search for Plug and Play devices, including the Supra PnP modem. If Windows does not find the Supra iPnP modem after 15 seconds or so, click the [Refresh] button again, as Windows does not always find PnP devices on the first pass. If Windows does not find the Supra iPnP modem after the second pass, click [OK] or [Close] to close the System Properties window. Go to Start>Shutdown>Shutdown the Computer. Some systems require the computer to be cold started before PnP devices are found. If Windows 95 still does not find the modem, go to Section 2.1.8. Windows 95 should announce when it finds your Supra PnP modem with a message window. If it prompts you for a hardware driver, select Device Driver on Disk from Hardware Manufacturer and insert the COMit/Win 95 driver disk (or PnP Utility disk/Legacy Install disk) provided with the modem and it should load the proper driver for the modem. Windows 95 should now configure your modem properly. If the Supra modem still does not respond properly, it probably needs to be manually configured because of a resource conflict. In some cases Win-95 may fail to detect enabled COM Ports that you have removed from the Device Manager and assign the modem to a COM Port which is in use by the system. If that is the case, everything will look fine in Device Manager but in Control Panel> Modems>Diagnostics> More Info, it will not communicate with the modem. If that happens, remove any modem entries in Device Manager under either Modem or Other Devices and then go to Start Menu>Programs>MS-DOS Prompt. Once there, do the following: 1.)Type "Debug" and press enter. That should provide a dash "-". 2.)Type "D40:0L8" and press enter. That will give a bunch of numbers which will look basically as follows: 0040:0000 F8 03 F8 02 00 00 00 00 The numbers that matter are the ones starting after the four zeros. To interpret the ports detected, use the table: Address Port Address Port F8 03 COM 1 E8 03 COM 3 F8 02 COM 2 E8 02 COM 4 3)When done type "Q" and press enter to return to a DOS prompt and then type "Exit" to return to Win-95. 4)Go to Control Panel to choose Add New Hardware. A)Click "Next" B)Check "No" and click "Next" C)Select "Ports" and click "Next" D)Manufacturer is "Standard Port Types" and Model is "Communications Port" (those are the defaults). Click "Next" E)It will display an I/O Range. If the I/O range does not match what Debug showed, note the address and the click "Next" F)Click "Finish" G)When asks to shut down, select "No" H)Repeat as necessary 5)If a port in step 4 did not get the proper address, go to Device Manager, select the port, select resources and uncheck "Use automatic settings" and change the resources being used. You may need to change the basic configuration option selected. 6)Once the appropriate number of ports have been added, shut down Win-95, turn off the computer, and then restart the computer. The modem should properly configure. The above steps having been taken, supposing the modem still doesn't want to work, the resources may need to be manually changed by going to Section 2.2.11. ------------------------------------------------------------------------ 2.2.11 Changing Plug and Play Modem Resources 1. Go to Section 2.1.1 to see how to change your modem settings. 2. Go to Section 2.2.2 to test your modem on these new settings. If the modem still does not respond, try a different Interrupt. If you have tried several interrupts, and want to verify that the likely reason your modem is not responding is an Interrupt Conflict, write down your modem COM port number and go to Section 2.2.12 to test the modem from a DOS Window. ------------------------------------------------------------------------ 2.2.12 Testing Modem in MS-DOS prompt Window If you have tried several Interrupt settings for your modem and it is still not responding, there is another test you can perform to see if the problem could still be an Interrupt Request conflict. 1. Close any open Control Panels or modem programs. Go to Start> Programs> MS-DOS Prompt. 2. At the DOS prompt (C:\WINDOWS> or C:\>) type DEBUG . A "-" hyphen prompt should appear. 3. Type the following lines at the hyphen prompt, exactly as it appears, and press after you type "E8 02". Accuracy is important, and the "0" is a zero, not the letter "Oh": -E40:0 F8 03 F8 02 E8 03 E8 02 -Q 4. After entering "Q" for Quit, you should be at the DOS prompt again. Type the following command to test your modem on COM n, where n is the COM port the modem is set to use in Windows: ECHO ATXDT555>COMn An example: C:\> ECHO ATXDT555>COM3 to test a modem on COM3. You should get one of two responses, "Write Fault Error Writing Device COM n" or the modem should go off-hook and dial 555. If you have a speakerphone modem with a line out jack in the back, you will need to have powered speakers connected to this line out or you must have the line out connected to the line in on your sound card before you will hear the modem dial. If you get the "Write Fault Error Writing Device COM n" message, press to Retry. If you get this message again after several retries, press to Abort and return to DOS. Type "EXIT" and press to exit back to Windows 95. Shut down the computer and make sure the Supra modem is seated properly in the motherboard slot. It should be even front-to-back and firmly pushed into the motherboard slot; make sure that one side did not raise up as the mounting bracket screw was screwed in. If you have tried all the diagnostics here, and the modem is still not found, try the modem in a different motherboard slot, as there may be a bad connection on that motherboard slot, even if other cards or previous modems worked fine there. If you have tried all the diagnostics listed here, have made sure the modem was seated properly, and have tried one or two other motherboard slots, contact technical support for further assistance. If upon entering the ECHO command, the modem goes off-hook and dials 555, type the following command to hang it up, remembering to substitute the same COM port number for "n": ECHO ATH>COMn Type "EXIT" and press to exit back to Windows 95. If the modem dialed successfully in DOS, but will not respond in the Control Panel>Modem>Diagnostics>More Info test, the cause is likely due to an Interrupt Request conflict. If you have tried changing the modem resources but could not find a free Interrupt, you will need to disable a serial port in the system to free up resources. Go to Section 2.1.1 for information on changing the Supra resource configuration to the freed-up resources. ------------------------------------------------------------------------ 2.2.13 Testing Modem in Hyperterminal Use the Hyperterminal program in Windows 95. It is in Start>Programs> Accessories>Hyperterminal>Hypertrm.exe Make sure no modem programs, including fax programs, are open before opening Hyperterminal. -Open the application HYPERTRM. -You will see the ENTER NAME screen. Just type in "TEST" and click on OK. -Next screen will be a phone number screen. Leave the number blank and go to the modem section below. Choose direct to COM X - where X is the COM port your modem is on. Click on OK. -In the PORT SETTINGS screen change the Bits Per Second to 57600. Click on OK. -Now you will see a blank screen with a cursor. Type ATZ , even if you do not see the letters as you type. You should see "OK" Type ATi3 and you should see information about your modem. If you do not see any information displayed, you may have the incorrect COM port selected, or there may be a resource conflict with your modem. Go to Section 2.2.1 to diagnose the problem. -If the information about your Supra modem is display, you are in terminal mode, talking to your modem. You can enter AT commands here. ------------------------------------------------------------------------ 3. WINDOWS 3.X PNP MODEM ISSUES AND DIAGNOSTICS ------------------------------------------------------------------------ 3.1 GENERAL ISSUES ------------------------------------------------------------------------ 3.1.1 Modem does work in some Windows software, but not others. Make sure only one modem program is running at a time. Use CTRL-ESC to bring up the Task List window if you are not sure which programs are currently running. Make sure the proper COM port is selected in the modem setup portion of the program. Consult the software manual or vendor for the software setup troubleshooting. If your particular modem name does not show up in the Modem Setup portion of the modem program choose another Supra modem from the list or General Hayes-Compatible modem. Try an initialization string of AT&F2. ------------------------------------------------------------------------ 3.1.2 Modem does not work in DOS software. The likely reason your modem is not responding in DOS is that you are using DOS communications software that does not allow you to specify your modem's resources (I/O Address and Interrupt) directly. That is, the program only allows you to choose the COM port for your modem, but not the I/O Address and Interrupt (IRQ). Some DOS programs do let you choose the Interrupt (IRQ) for your modem, but they cannot use Interrupts above 7. Examples of such programs are DOS games like DOOM, HEXEN, and Duke Nuke'Em. Some software lets you put in IRQ 99 but obviously it does not work, so just because you can enter numbers higher than 7 does not mean they are supported. To use this non-configurable or IRQ-limited DOS software, you probably have to have your modem set to a standard serial port I/O Address and Interrupt pair: either COM1 (03F8/IRQ4) or COM2 (02F8/IRQ3). On systems with a serial mouse (rectangular connector) on COM1, disable serial port 2. On systems with a PS/2-style mouse (round connector), disable whichever serial port is not in use. Consult your manual, computer vendor, or motherboard manufacturer for details on how to disable a serial port. Uninstall the Supra Plug and Play software (if still installed) using the following instructions. After the Supra PnP software has been uninstalled and the serial port disabled, reinstall the PnP software and it should setup your modem to a standard serial port I/O Address and Interrupt pair, either COM1 (03F8/IRQ4) or COM2 (02F8/IRQ3) depending upon which serial port you disable. To uninstall the Supra Legacy Software, see Section 3.2.7. Once your modem has been configured to a standard serial setup, you may need to perform the FIXCOM fix (Section 3.3.6) to plug your modem's resources into memory so that the DOS software will "see" your modem. You should only need the FIXCOM script if your modem still does not respond in DOS programs. Once your modem has been reinstalled to a new COM port, make sure to change your Windows modem software to use your modem on the new COM port number. If prompted, run the Windows "Where's the Modem" program and configure the modem to the appropriate COM port based on the I/O address shown. ------------------------------------------------------------------------ 3.1.3 Resource change - Supra WinICU Diagnostic Disk NOTE: If you already have a PnP sound card or network card on your system, use the ICU program that is already installed. It may be in the directory C:\PLUGPLAY\DOS\... or you can use the File Manager> Search or Find utility to find the file WINICU.EXE. Install the Supra WinICU Diagnostic Disk following the instructions on the Disk Label. The following is a step-by-step guide to using the Intel ISA Configuration Utility (ICU) to manually configure your modem or change the Interrupt your modem is using. Two versions of the ICU software are normally installed on your system: a Windows version in the Supra program group and a DOS version, ICU.EXE, in the DOS directory C:\SUPRA\ICU. If you are using the DOS version and do not have mouse control in DOS, use the arrow keys and the key to move around the screen, and use the bar to select options. To manually change the I/O address (COM port) and Interrupt (IRQ) used by your modem use the following procedure. Change the Configuration Choice to find the appropriate Input/Output Address for the COM port you want. Note: To change the modem over to COM2 or COM1, the corresponding serial port (Serial 2 or Serial 1) must be disabled on your computer. Consult your computer documentation, your computer vendor, or the manufacturer for details on how to disable serial ports on your system. For example, if you wish to change your modem to use COM2, you must disable serial port 2 (COM2 on most systems. You can then manually change your modem over to COM2 by switching it in ICU to Configuration Choice 2. To manually configure your modem with the Intel ISA Configuration Utility (ICU): 1. Start the ICU program from the Supra program group (or by typing ICU and pressing while in the C:\SUPRA\ICU directory. 2. Click once on the Supra Plug and Play (PnP) entry in the list of devices to select it. 3. Select [Modify] or press + for Configure and then press for Modify. Select [Settings]. 4. Use the pull-down selection to change the Configuration Choice to a choice that has the appropriate Input/Output Address. As an example, Configuration Choice 7 corresponds to COM3, 03E8-03EF. 5. Once the proper Configuration Choice is selected, select [Interrupt Options]. If a message that states you cannot change the Interrupt Options appears, change the Configuration Choice to a different number that still has the same Input/Output range appropriate for the COM port. 6. Use the up and down arrow next to the value shown to change the Interrupt for the modem. Once the Interrupt is changed, select [OK]. Select [OK] several more times and then [Close]. 7. Select File (or +) and then Exit. Select [Yes] when asked to save changes. Select [OK] to exit the ICU program. 8. Exit Windows, turn off the computer for five seconds, and then restart the computer. The Supra modem should now have the new Interrupt. 9. Start Windows and run the "Where's the Modem?" program again. Choose the COM port for the modem based on I/O Address shown. Restart Windows and you should be set. If the modem does not respond on the first Interrupt tried, try a different Interrupt. Here are some Interrupts to try: 10 - unless a soundcard or CD-ROM is using it. 11 - unless a CD-ROM, network card, tape backup or SCSI Adapter is using it. 12 - unless you have motherboard (PS/2-style) mouse with a round connector. If your motherboard has a round connector port for a motherboard mouse and you are using a serial mouse (rectangular connector) instead, you will have to disable the motherboard mouse in your BIOS setup program to use Interrupt 12 with your modem. Consult your manual, computer vendor, or motherboard manufacturer for details on how to do this. 15 - unless a CD-ROM, network card, or secondary IDE controller is using it. 5 - unless a sound card or network card is using it. ------------------------------------------------------------------------ ICU:MANUAL RESOURCE CHANGE ------------------------------------------------------------------------ Supra PNP Modem Setup Configurations:Intel ISA Configuration Utility ======================================================================== PORT I/O Address Interrupt (IRQ) ICU Configuration Choice ======================================================================== COM1 03F8 4 1 ------------------------------------------------------------------------ COM2 02F8 3 2 ------------------------------------------------------------------------ COM3 03E8 4 3 ------------------------------------------------------------------------ COM4 02E8 3 4 ------------------------------------------------------------------------ COM3 03E8 5 5 ------------------------------------------------------------------------ COM4 02E8 5 6 ------------------------------------------------------------------------ COM3 03E8 3,4,5,7,10,11,12,15 * 7 ------------------------------------------------------------------------ COM4 02E8 3,4,5,7,10,11,12,15 * 8 ------------------------------------------------------------------------ COM1 03F8 3,4,5,7,10,11,12,15 * 9 ------------------------------------------------------------------------ COM2 02F8 3,4,5,7,10,11,12,15 * 10 ------------------------------------------------------------------------ 0200-03F8 * 3,4,5,7,10,11,12,15 * 11 ------------------------------------------------------------------------ * User-selectable If the changes made in ICU do not take, try using the Advanced menu in the ICU program. Enable Card Locking/Unlocking. Make the changes to the Supra resources and the use Advanced>Lock card to lock the modem resources in place. This may not work on some PnP BIOS systems. ------------------------------------------------------------------------ 3.1.4 Resource change - PnP BIOS If you have a Plug and Play (PnP) BIOS in your computer, you may not be able to use the WinICU program to change your modem settings. In this case, to change the modem over to COM2 or COM1, the corresponding serial port (Serial 2 or Serial 1) must be disabled on your computer. Consult your computer documentation, your computer vendor, or the manufacturer for details on how to disable serial ports on your system. For example, if you wish to change your modem to use COM2, you must disable serial port 2 (COM2 on most systems. Your PnP BIOS should then automatically change the modem over to take the place of the disabled serial port. On some systems, you may have to turn on PnP Autoconfiguration, or you may have to change an IRQ setting in the BIOS to "PCI/PNP" mode in order for the modem to be setup. An example would be setting the IRQ3 setting in the BIOS from "ISA" to "PCI/PNP" before the BIOS will set the modem up to COM2/IRQ3. This is assuming that the serial port using COM2 has been disabled already. ------------------------------------------------------------------------ 3.1.5 Mouse not working when modem in. If the mouse works in DOS but not in Windows, and the DOS program C:\SUPRA\WTM.EXE reports your modem at I/O Address 03F8, then the problem is likely due to sliding COM ports. Go to Section 3.3.6 and use the FIXCOM fix. If the modem is not at Address 03F8, and you are using a Logitech 3-button mouse driver, try switching to the standard Microsoft mouse driver or try getting an updated driver from Logitech. If you are not using a Logitech mouse driver, or you have run the Windows "Where's the Modem?" program numerous times, choosing numerous COM ports, it may be that you need to reset the Windows Control Panel using the following procedure: In order to clean up a garbled Ports Control Panel, you will need to remove the COM port Base Address and IRQ references in your C:\WINDOWS\SYSTEM.INI file. 1. In DOS, change directories to your Windows directory by typing CD C:\WINDOWS and pressing . 2. In the Windows directory, type EDIT SYSTEM.INI . 3. With the DOS Editor, use the Search function to Find the [386Enh] section. In the Find box, type "386Enh" (no quotes). 4. Once you find the [386Enh] section, you will need to scroll down through this section until you find some lines that refer to your COM ports. The lines should read something like: COM1Base=03F8 COM1Irq=4 5. Delete all these lines that start out with COMxBase= and COMxIRQ= where x is the COM port number. That is, delete COM1Base=... and COM2Base=.... until you have no more COMxBase=.... lines. 6. Go to the File Menu (+) and then eXit. Respond with es when it asks if you want to save the changes. 7. Start Windows and your COM ports should be reset. If the above three cases do not apply, this symptom is most often caused by modem being setup to either COM1/03F8/IRQ4 and you already have a serial mouse (rectangular connector) on COM1, or the modem is setup to COM3/03E8/IRQ12 and you have a PS2-style (round connector) mouse which uses IRQ12. Install the ICU program-DOS ONLY and go to section 3.1.3 to change the modem to an I/O Address and Interrupt that are not being used. ------------------------------------------------------------------------ 3.1.6 Windows Control Panel not holding I/O Address for modem Windows looks at the DOS system table and determines there are x number of COM ports. If the system table shows COM 1 and COM 3 and the modem is configured for COM 2, under Windows COM 1 will report properly, COM 2 will show with COM 3's address although you may have used "Where's the Modem" to tell it to put the modem at COM 2. The modem does not get configured until after the system has booted so there is no entry for the modem I/O Address in the system table. To prevent this from happening, go to Section 3.3.6 for the FIXCOM fix. ------------------------------------------------------------------------ 3.1.7 Error Messages at Boot Go to Section 3.3.5 and see if the error message is listed there as part of the Plug and Play Configuration Manager startup. ------------------------------------------------------------------------ 3.1.8 System hangs on Plug and Play Configuration Manager startup. Your BIOS is not compatible with the Intel Plug and Play driver, likely because it is a PnP BIOS. If the BIOS is true PnP, you should be able to uninstall the Supra software from your system with the UNINSTAL Y utility in the C:\SUPRA directory and then let the BIOS configure the modem. Go to Section 3.3.8 for more information about PnP BIOS setup. If the BIOS does not end up configuring the modem: 1. Check with the vendor, distributor or motherboard manufacturer to obtain a BIOS upgrade for the motherboard. Many manufacturers have updated BIOS ROMs or flash ROM programs to update the BIOS and add PnP functionality. Others have BIOS patch programs that they give for PnP sound cards which use the same Intel PnP driver. These should help with your modem as well since the same PnP driver is used. 2. Upgrade to Windows 95. Windows 95 does not require a PnP BIOS or a PnP Utility driver to setup the modem. 3. Contact Supra Technical Support via one of the methods in Section 1 for further help. ------------------------------------------------------------------------ 3.1.9 Modem does not work in any software. Check the following Installation Issues (Section 3.2) and then Diagnostics (Section 3.3) sections. ------------------------------------------------------------------------ 3.2 INSTALLATION ISSUES 3.2.1 Installation Program Stalls or Locks / Blue Screen Lockup The reason you are getting this lockup is likely due to interference from the Smartdrive disk-caching software in your system. In order to get around this, temporarily disable Smartdrive before installing the Supra PnP software with the following procedure. 1. Exit to DOS. Type SMARTDRV C- and press . 2. Proceed with the installation as normal. The other possibility is that there are other device drivers being loaded that are interfering with the installation process. If the above procedure does not work, try a minimal boot (Section 3.2.1.1) or clean boot (Section 3.2.1.2 and install. Section 3.2.1.1 Minimal Boot - DOS and HIMEM.SYS only 1. Turn off your computer for 10 seconds. Turn it back on. When you see the words "Starting MS-DOS.." press to go line-by-line through the CONFIG.SYS file. Respond for YES to the following lines only; respond for NO to all other lines: DOS=UMB DOS=HIGH DEVICE=C:\WINDOWS\HIMEM.SYS If your system does not respond to the press of , you can create a floppy system boot disk with the FORMAT A: /S command, and then use a text editor to create a CONFIG.SYS file on that floppy that contains the above three lines. Use this disk to boot your system and proceed to step 2. 2. Run the Supra Legacy Installation software again. Section 3.2.1.2 Clean Boot - No drivers loaded. 1. Turn off your computer for 10 seconds. Turn it back on. When you see the words "Starting MS-DOS.." press or the left key to skip your startup files and proceed to step 2. If your system does not respond to the press of , you can create a floppy system boot disk with the FORMAT A: /S command. Do not create a CONFIG.SYS or AUTOEXEC.BAT on this disk. Use this disk to boot your system and proceed to step 2. 2. Install the Supra software using the DOS-only installation option. You may have to choose the Manual install option before the DOS-only option is available to you. 3. Go to Section 3.2.4 for to setup the Windows Control Panel with the modem Address and Interrupt Information. ------------------------------------------------------------------------ 3.2.2 Clean boot installation: If you are having problems during the installation process, you can often work around them by using the procedures described in Section 3.2.1 ------------------------------------------------------------------------ 3.2.3 Install software believes it is in a DOS Box when it isn't Before running the install, switch to the floppy disk drive (A: in most cases) by typing A: at the DOS prompt. Once on that drive (A:> prompt), you can type INSTALL . DO NOT type A:\install all on one line. If this does not help, try the installation procedures described in Section 3.2.1. As a last resort, you may try the following procedure. WARNING: If after taking the following steps, you run the install from a DOS Box (not straight DOS), the install may have unpredictable and undesired side effects. 1) Put the PnP Utility Disk in floppy drive and, in DOS, switch to that drive. From DOS type either A: or B: depending on which drive the disk is in. 2) Using a text editor (such as Edit provided with DOS), edit the file INSTALL.DAT. If the install.dat file is read-only type attrib -r install.dat from DOS to allow the file to be edited. To use the built in DOS editor, type "Edit Install.dat" and press enter. At about line 60 you should find a line which will say @if(@WinMajor). 3) With the cursor at the BEGINNING of that line, INSERT a '/*' (minus the quotes). The line should now read /*@if(@WinMajor). 4) Now go to about line 76, which will read @EndIf. Move the cursor to the END of that line and append "*/" (again minus the quotes). The line should now read @EndIf*/. 5) Next go to about line 83, which reads @if(@Spawn("@HelperPath1")). At the BEGINNING of that line, INSERT another "/*". The line should read /*@if(@Spawn("@HelperPath 1")). 6) Now go to about line 101, which also reads @EndIf. And at the END of that line, append "*/". The line should read @EndIf*/. 7) Save the file as INSTALL.DAT and exit the editor. (In Edit provided with DOS, hold down the Alt key and press F. Select X to Exit and select "Yes" when it prompts to save the file). 8) Reboot the system from a 'clean' boot disk (meaning there is not a CONFIG.SYS or AUTOEXEC.BAT file on the boot disk), and run the installation again. The install should now work properly. ------------------------------------------------------------------------ 3.2.4 No Windows Where's the Modem? Here is the procedure to transfer the modem settings from the DOS version of "Where's the Modem?" to the Windows Control Panel; this is the only function of the Windows "Where's the Modem?" program. "Where's the Modem?" for Windows does not have to be installed for the modem to operate properly. 1. Turn on the computer. If Windows automatically starts, exit Windows to DOS. 2. Type CD C:\SUPRA and press . Type WTM and press . 3. Write down the I/O Address and Interrupt that are shown for the Supra modem. If an error message is displayed on the screen, stop here, write the error message down and check Section 3.3.5 for the error message. 4. If no error message is displayed, start Windows by rebooting the computer or by typing WIN and pressing . 5. Go to the Program Group called Main. Open Control Panel>Ports. 6. Double-click on the COM port that corresponds to the address displayed by the DOS "Where's the Modem?" program (WTM.EXE). 7. Click on the [Advanced] button to show the I/O Address and Interrupt Request for this Windows COM port. 8. Use the pull-down arrow to change the I/O Address and Interrupt Request values to match the values displayed in the DOS "Where's the Modem?" program. 9. Click [OK]. If Windows asks to restart the system, choose [Restart Now] to update the changes made to the system. Otherwise, click [OK] and [Close] to exit the Control Panel. Exit and Restart Windows. If your modem is not working after you manually set it up this way, there may be an interrupt conflict with your modem and another device on the system. If this is the case, you will need to install the WinICU Diagnostic Disk and use the Intel ISA Configuration Utility (ICU) to change your modem Interrupt (IRQ). See Section 3.1.3 for more information on ICU. ------------------------------------------------------------------------ 3.2.5 Video errors or locking after running install program Go into the CMOS and turn off video shadowing. Once it is off, remove and reinstall the PnP software. You may or may not be able to turn it back on after the install is complete. To Remove the PnP software, go into the Supra directory in DOS and type "uninstal y" without the quotes and press enter. ------------------------------------------------------------------------ 3.2.6 Need to install PnP software to a drive other than C: This is not a supported feature, however, the following process should help. 1.Copy CONFIG.SYS to the drive that windows in on, i.e.: F:\ (this is not always necessary) 2.Edit C:\CONFIG.SYS and manually add the SUPRA line, device=F:\supra\dwcfgmg.sys, on the first line of the config.sys, it will be needed later on - ignore the error you get on boot up since SUPRA is not there as yet. 3.Edit INSTALL.DAT and INSTALL1.DAT on the PnP Utility disk. Change the windows drive and the boot drive to the windows drive letter, i.e.: F 4.Change to the drive where the supra directory is to be found i.e. F: 5.Go through entire install as if drive F was C. 6.When the system reboots the config.sys on C (the real one) finds the Supra directory that is on F. 7.Delete the config.sys off of F: (it was only there for dummy reasons) 8.If you need to move the modem location and install the WINICU disk, do the same steps w/drive letters to the INSTALL.DAT and INSTALL1.DAT on the Win ICU Diagnostic disk as well. ------------------------------------------------------------------------ 3.2.7 Uninstalling the Supra Legacy (PnP Utility) software To uninstall the Supra Legacy Software: 1. Exit Windows to DOS. At the DOS prompt, type CD C:\SUPRA and press . 2. Type UNINSTAL Y and press . Make sure "UNINSTAL" has only one "L". 3. The Supra uninstallation program should remove the Supra files from your hard drive, and then reboot your system. 4. If you still get the "Plug and Play for MS-DOS and Windows Configuration Manager - R1.41" message when the computer reboots, it did not completely uninstall. You will need to temporarily disable the Smartdrive disk-caching software on your system. At the DOS prompt, type SMARTDRV C- and press to turn off Smartdrive disk caching for the uninstallation. Repeat from Step 2 and this time the Plug and Play software should be uninstalled. 5. After your computer finishes rebooting, turn it off for 10 seconds to clear out the modem memory. UNINSTAL only removes the first two copies of DEVICE=C:\SUPRA\DWCFGMG.SYS from your CONFIG.SYS file. If you have installed this software repeatedly, you may need to manually remove any remaining DEVICE=C:\SUPRA\DWCFGMG.SYS lines from your CONFIG.SYS. ------------------------------------------------------------------------ 3.3 DIAGNOSTICS ------------------------------------------------------------------------ 3.3.1 Modem does not work in any Windows software Follow the appropriate diagnostics sections below starting with Section 3.3.2. Keep notes on what you do and see at each step in case you need to communicate this information to technical support. ------------------------------------------------------------------------ 3.3.2 Windows Where's the Modem? Run the Windows "Where's the Modem?" program in the Supra program group. If you get a screen showing you a COM port, I/O Address, and Interrupt for your modem, verify that the COM port you have chosen is proper for the modem I/O Address and go to Section 3.3.3 to test the modem. If the COM port designation is incorrect, or you have a "?" next to the COM port, click on the Configure menu and choose the proper COM port. If you get a message that reads, "DOS Configuration Manager Not Loaded," go to Section 3.3.4. If you get a message that reads, "DOS Configuration Manager says there are No Supra Devices Present," go to Section 3.3.5. ------------------------------------------------------------------------ 3.3.3 Terminal Test This test requires that Windows has the I/O Address and Interrupt for your modem listed in the Advanced settings for the proper COM port in Control Panel >Ports. This is done automatically by the Windows "Where's the Modem?" program, provided you choose the proper COM port. If you do not have a Windows "Where's the Modem?" program in a Supra program group, go to Section 3.2.4 to setup the Windows Control Panel first using the DOS WTM.EXE program. When the Windows Control Panel is setup properly, the Advanced Settings for the COM port the modem is on will match the I/O Address and Interrupt listed by the "Where's The Modem?" program, either the DOS or Windows version. That is, if your modem uses I/O Address 03E8 and Interrupt 10, the Advanced settings for COM port 3 must show I/O Address 03E8 and Interrupt 10 before your modem will work. 1. Open the Main Program Group>Control Panel>Ports. Double-click the COM port you chose for your modem in the Windows "Where's the Modem?" program (or the COM port you manually setup). Click on [Advanced] and verify that the I/O Address is the proper I/O address for that COM port and the Interrupt for your modem is correct. If these settings are not correct, use the pull-down menu to change them so that they are correct, and then click [OK] and restart Windows. If the changes you make will not stay because a higher-numbered COM ports address keeps showing up (02F8 shows up in COM1, for example), then go to Section 3.3.6 for the FIXCOM fix. If they are correct, click the [OK] buttons until you are out of the Control Panel. 2. Make sure no modem programs are running. Open the Windows Terminal Program. It is usually located in the Accessories Program Group, or in the Program Manager, you can go to File>Run and then type in TERMINAL.EXE in the Command Line box. 3. If the program asks you for a default Port, choose the COM port you chose for your modem in the Windows "Where's the Modem?" program (or the COM port you manually setup). If the program does not prompt you for a default Port, go to step 4. 4. In Terminal, go to Settings>Communications. Use the pull-down arrow next to "Connector" to change the COM port to the COM port you chose for your modem in the Windows "Where's the Modem?" program (or the COM port you manually setup). Click [OK]. 5. If you get an error message window here, cancel and exit the program. If asked about saving the settings, click on [No]. 6. If you get a blank screen with a flashing cursor, type the following AT command, even if you do not see what you are typing. You can use upper- or lower-case letters. Type ATZ and then press the key. 7. If your modem responds "OK", then your modem is responding normally and should be setup correctly at the COM port you have chosen. If your modem does not respond "OK", repeat step 5. If you still see no response on the screen again after the second time, it is likely that there is a resource conflict (I/O address and/or Interrupt) between your modem and another device in the system. If this is the case, you will need to install the WinICU disk and use the ICU User's Guide icon and the ISA Configuration Utility (ICU) program to change your modem to non-conflicting resources. See Section 3.1.3 for further help. If you do get an "OK" response, type ATi3 to make sure it is the Supra modem that is responding, and not another built-in modem that may be in the system. If your modem responds in the terminal program, go to File> Exit the program. If asked about saving the settings, click on [No]. Your modem is setup and works properly in Windows. Go to Section 3.1.1 for information about Windows software setup. ------------------------------------------------------------------------ 3.3.4 DOS Configuration Manager Not Loaded There are two possible reasons you are getting the "The DOS Configuration Manager (CM) is not loaded" message in the "Where's the Modem?" program. The first reason is that a line is missing from your C:\CONFIG.SYS file. The line reads DEVICE=C:\SUPRA\DWCFGMG.SYS and should be the very first line in your C:\CONFIG.SYS file. Verify that one and only one copy of this line exists in your CONFIG.SYS file by using the following procedure. 1. If you are familiar with the Windows NOTEPAD program or SYSEDIT, you can use either of these programs to open the file C:\CONFIG.SYS. Otherwise, exit to DOS. 2. At the DOS prompt, type CD \ and press . 3. Type EDIT CONFIG.SYS . Consult your DOS manual if you have a a different DOS text editor besides EDIT. 4. Check that you have as the first line in your file, DEVICE=C:\SUPRA\DWCFGMG.SYS Delete any other copies of this exact line. 5. After verifying the presence of the DWCFGMG.SYS line, exit the program with the mouse or with + and then for exit. If asked to save the changes, press for Yes. 6. You will have to restart your computer before any changes take effect. The other reason the "The DOS Configuration Manager (CM) is not loaded" message can appear is that the installation of the PnP Legacy software was incomplete, probably due to Smartdrive disk-caching interference. To fix this situation, you will need to complete the installation by adding the following lines to the beginning of the [386Enh] section of your Windows SYSTEM.INI file: device=vcmd.386 device=vcad.386 To make these changes: 1. In the Windows Program Manager, go to File>Run. Type SYSEDIT in the Command Line box and click [OK]. 2. After Sysedit starts, click on the window titled C\WINDOWS\SYSTEM.INI to bring it to the front and make it active. 3. Use Search>Find to find the string: 386Enh Close the Search Window when 386Enh has been found. 4. Press the key and then to insert a blank line underneath the [386Enh] line. 5. On the blank line, type the following and press : device=vcmd.386 6. On the next blank line, type the following and do not press : device=vcad.386 7. Go to File>Save and then Exit. 8. Restart Windows and run the "Where's the Modem?" program. Your modem should be recognized now and you should be able to configure it. Choose the COM port for your modem based on the I/O Address. If this procedure does not work, try uninstalling the Plug and Play software (Section 3.2.7) and installing after clean booting (Section 3.2.2). ------------------------------------------------------------------------ 3.3.5 No Supra Devices Present This message happens because the "Where's the Modem?" program cannot read the PnP information for the modem. There are several possible reasons for this. 3.3.5.1 Plug and Play Boot Message 1. Exit Windows and turn off your computer for 10 seconds. Turn it back on. When you see the words "Starting MS-DOS.." press to go line-by-line through the CONFIG.SYS file. Respond for YES to the following lines only: DOS=UMB (if present) DOS=HIGH DEVICE=C:\SUPRA\DWCFGMG.SYS If your system does not respond to the press of , you may need to use the key or CTRL-S to pause the screen to see the Plug and Play message: Plug and Play for MS-DOS and Windows Configuration Manager - R1.41 Copyright 1993, 1994 Intel Corporation ALL RIGHTS RESERVED MS-DOS is a registered trademark and Windows is a trademark of Microsoft Corp. ......varies, see below............. ......varies, see below............. The fourth and fifth lines could be one of a number of possibilities. See below. 3.3.5.2 Normal Boot Message If the fourth and fifth lines are Found Plug and Play ISA Card: SupraExpress Modem The Plug and Play ISA card has been successfully configured. then the modem is being configured properly by the PnP driver. 3.3.5.3 Stacker, Doublespace, QEMM, loadhigh=SHARE.EXE, If you get the normal boot message (Section 3.3.5.2) but the "Where's the Modem?" shows "No Supra Devices Present" then there is likely a driver being loaded in your CONFIG.SYS file that is preventing the modem from being found. Examples of such programs are QEMM, Stacker Disk Compression, and DoubleSpace disk compression. Try using a text editor to move the line DEVICE=C:\SUPRA\DWCFGMG.SYS from the top of your CONFIG.SYS file to the line right below the last driver is loaded from QEMM, Stacker, or DoubleSpace. Alternatively, you can temporarily disable the conflicting driver with a REM at the beginning of the driver line in the CONFIG.SYS file, and then use Section 3.2.4 to manually setup your modem. One other cause of this situation is having the SHARE.EXE program loaded HIGH in either the CONFIG.SYS or AUTOEXEC.BAT files. Make sure SHARE.EXE is loaded normally, not loaded HIGH. 3.3.5.4 NVS Write Error If the fourth and fifth lines are: Found Plug and Play ISA Card: SupraExpress Modem NVS Write Error. then the computer BIOS is likely a PnP BIOS such as Award 4.50 PG, and you should be able to uninstall the Supra software from your system with the UNINSTAL Y utility in the C:\SUPRA directory and then let the BIOS configure the modem. You can use the DOS ECHO test, Section 3.3.7, to find the COM port the modem is configured to by the PnP BIOS. You will then have to use the Advanced Port settings in the Windows Control Panel to tell Windows the I/O Address and Interrupt your modem is using. If you have both serial ports (COM1 and COM2) enabled, the modem should go to COM3, Address 03E8 and Interrupt 5,10,11,12 or 15 depending on what is in use. You will have to try manually changing the Advanced settings in the Windows Control Panel>Ports for COM3 until you find the Interrupt your modem is using. If you want to avoid trying to find the Interrupt the modem is using, you can disable serial port 2 on the system, and the BIOS should set the modem up to COM2, Address 02F8 and Interrupt 3. Make sure the Advanced settings for COM port 2 explicitly state Address 02F8 and Interrupt 3. 3.3.5.5 If fourth line is: WARNING:NO ESCD.RF File Found then a file called ESCD.RF is missing from your root directory. Reason: Many PnP BIOS'd machines use an ESCD.RF file to maintain the PnP setup information. The Legacy install software checks the address range F000-FFFF for the letters "PnP". If it finds those letters, it assumes a PnP BIOS. Some BIOS's may have those letters yet not be an actual PnP BIOS causing the Legacy install software to not install all needed files. Solution #1: If you have Legacy Installation software v2.2 or later, re-run the installer and when the software shows you the "PNP BIOS DETECTED" screen, select "YES" to use "LEGACY PNP" instead of "BIOS PNP". Solution #2:In the install.dat file there is a line which says at the end "force partial install". At the *start* of that line add "//" (minus the quotes). Save the file then rerun the install. It will prompt as though it is doing a partial install but will actually do a full install. In some cases, in order to get it to work properly even after forcing a full installation, you may need to change the line in the config.sys from "device=c:\supra\dwcfgmg.sys" to "device=c:\supra\dwcfgmg.sys /static". Adding that has worked in several instances where forcing a full install alone has not worked. If you are still getting the "WARNING:NO ESCD.RF File Found message" it is because during the process if the installation, one of the most important files, the ESCD.RF file gets deleted when the install is working with this BIOS. Go to the \supra\icu directory and undelete that file. To do this type "cd \supra\icu" (minus the quotes), and press enter and then type "undelete" (minus the quotes) and press enter. When the undelete process prompts to undelete the file "?SCD.RF", press "Y" to undelete and when it prompts for the first letter, type "E". Finally, the ESCD.RF file needs to be copied to the root directory. To copy the file type "copy escd.rf c:\" (minus the quotes) and press enter. Reboot the computer and the modem should be detected and configured properly. 3.3.5.6 Bad Serial ID Checksum If the fourth and fifth lines are: Found Plug and Play ISA Card: SupraExpress Modem ERROR: Bad Serial ID Checksum (Vendor ID 800402A5) expected=4D actual=1D then this likely indicates a couple of possibilities: 1.) Supra modem is not seated properly in the motherboard slot. Make sure it is firmly seated in the slot, and even front to back. Make sure the card does not pull out of the slot when you screw in the mounting bracket. 2.) The motherboard slot has a bad edge connector on it. Try the Supra modem in a different motherboard slot. 3.) Another possibility is that the Supra modem is damaged or defective. If you have tried the above suggestions and have not been able to have the modem working, contact Technical Support for more information. 3.3.5.7 4 of 5 Devices successfully configured If the fourth and fifth lines are: Found Plug and Play ISA Card: SupraExpress Modem 4 of 5 Devices successfully configured. the usual cause is a PnP sound card with an Opti Chipset, and the devices not configured are on the sound card. The modem is being configured but the sound card is possibly being confused. One possible solution is to remove the sound card, uninstall the Supra PnP software with the UNINSTAL Y command in the C:\SUPRA\ directory and reinstall the PnP software. Next, reinstall soundcard. Use the Supra WinICU to disable the joystick port and/or change sound card and modem Interrupts if necessary. 3.3.5.8 Supra Modem not identified If fourth line is: DEVICE=C:\WINDOWS\HIMEM.SYS or some other DEVICE=.... line and you get no indication that the modem was found, then the modem is not being read at all. Possible reasons are: 1.) Supra modem is not seated properly in the motherboard slot. Make sure it is firmly seated in the slot, and even front to back. Make sure the card does not pull out of the slot when you screw in the mounting bracket. 2.) The motherboard slot has a bad edge connector on it. Try the Supra modem in a different motherboard slot. 3.) You have a Plug and Play BIOS that does not cooperate with the PnP driver. You will need to uninstall the Supra PnP software using the UNINSTAL Y command in the C:\SUPRA directory. If you have a true PnP BIOS, it should be able to setup this modem. Go to Section 3.3.8 for information about using this modem with a PnP BIOS. ------------------------------------------------------------------------ 3.3.6 FIXCOM.DEB This FIXCOM script is used for keeping higher-numbered COM ports from sliding into lower-numbered COM ports in the Windows Control Panel. If your modem is at COM1 (03F8), but your COM1 settings in Control Panel> Ports keep reading 02F8, you probably needs this. You can keep this slide from happening by making a little file that will automatically load the COM port memory addresses into the proper place each time you boot. You usually only need this if the COM port address for your modem is wrong in the Windows Control Panel and it does not stay fixed if you change it to the proper port. 1. Exit to DOS 2. Type CD \ and press . 3. At the C:\ prompt type EDIT FIXCOM.DEB and hit to start the DOS text editor. 4. Type in the following lines exactly as shown below. You must press after each line, including the final "Q" line: E40:0 F8 03 F8 02 E8 03 E8 02 Q 5. Save and exit. 6. At the C:\ prompt, type EDIT AUTOEXEC.BAT 7. Add the following new line below the PATH statement line: DEBUGNUL 8. Save and exit. 9. Turn off your computer. Wait 10 seconds. Turn your computer back on. 10. Your COM ports should now be fixed in place. COM1=03F8 COM2=02F8 COM3=03E8 COM4=02E8 ------------------------------------------------------------------------ 3.3.7 DOS Echo Test Use the following test to see if your modem is being configured to an I/O Address and Interrupt. 1. At the MS-DOS prompt (C:\WINDOWS> or C:\>) type DEBUG . A "-" hyphen prompt should appear. 2. Type the following lines at the hyphen prompt, exactly as it appears, and press after you type "E8 02". Accuracy is important, and the "0" is a zero, not the letter "Oh": -E40:0 F8 03 F8 02 E8 03 E8 02 -Q 4. After entering "Q" for Quit, you should be at the DOS prompt again. To find where the modem is configured, you can use the "echo" command from DOS. Try typing each of the following lines at the DOS prompt. The line which produces a modem dialing, is the one which found the modem. ECHO ATXDT555>COM1 ECHO ATXDT555>COM2 ECHO ATXDT555>COM3 ECHO ATXDT555>COM4 For each of the above commands you type, you should get one of three responses, "Write Fault Error Writing Device COM n" or the modem should go off-hook and dial 555. If you have a speakerphone modem with a line out jack in the back, you will need to have powered speakers connected to this line out or you must have the line out connected to the line in on your sound card before you will hear the modem dial. If you get the "Write Fault Error Writing Device COM n" message, press to Retry. If you get this message again after several retries, press to Abort and return to the DOS prompt. Try the next line. If all of the lines give you this error (you have tried each COM port), the modem is not being configured. If no error message appears, but no dialing sound is heard, check to make sure that you have typed the command correctly. Try the test again. If the response is the same, see below for trying the modem in a different motherboard slot. Shut down the computer and make sure the Supra modem is seated properly in the motherboard slot. It should be even front-to-back and firmly pushed into the motherboard slot; make sure that one side did not raise up as the mounting bracket screw was screwed in. If you have tried all the diagnostics here, and the modem is still not found, try the modem in a different motherboard slot, as there may be a bad connection on that motherboard slot, even if other cards or previous modems worked fine there. If you have tried all the diagnostics listed here, have made sure the modem was seated properly, and have tried one or two other motherboard slots, contact technical support for further assistance. Please have your computer brand/model, BIOS manufacturer and version (shows on computer startup), COM port and IRQ (if the modem intermittently shows up) available. If upon entering the ECHO command, the modem goes off-hook and dials 555, type the following command to hang it up, remembering to substitute the same COM port number for "n": ECHO ATH>COMn If the modem dialed successfully in DOS, but will not respond in the Terminal test for Win3.x (Section 3.3.3.) or MoreInfo for Windows 95 (Section 2.2.5) , the cause is likely due to an Interrupt Request conflict. If you have tried changing the modem resources but could not find a free Interrupt, you will need to disable a serial port in the system to free up resources. Go to Section 3.1.3 (Win3.x) or Section 2.1.1 (Win95)for information on changing the Supra Modem resource configuration to the freed-up resources. ------------------------------------------------------------------------ 3.3.8 PnP BIOS If you have a Plug and Play BIOS that is not compatible with the Intel Plug and Play Driver (DWCFGMG.SYS), you will need to use the UNINSTAL Y command in the C:\SUPRA directory to remove the driver and let the BIOS setup the modem. Use the DOS Echo Test (Section 3.3.7) to determine which COM port the modem is being setup to use. If the modem was found on COM 1, the IRQ is likely 4. If the modem is found on COM 2, the IRQ is likely 3. Some other IRQ settings to try are 5, 10, 11, 12, and 15. IRQ 5 is often used by Soundcards. 15 by CD-ROM's or network cards. 12 by PS/2 style mice. 10 is also often used by a soundcard. To find what IRQ the modem is using, Go into the Main program group in Windows. Choose Control Panels. Choose the COM port where the modem was found. Choose Settings>Advanced and change the IRQ to one of the suggested IRQs. Restart Windows. Run the Terminal Test (Section 3.3.3). If the Terminal Test is not successful, try a different IRQ (Interrupt) in the Control Panel. If you want to avoid trying to find the Interrupt the modem is using, you can disable serial port 2 on the system, and the BIOS should set the modem up to COM2, Address 02F8 and Interrupt 3. Make sure the Advanced settings for COM port 2 explicitly state Address 02F8 and Interrupt 3. On some systems, you may have to turn on PnP Autoconfiguration in the BIOS, or you may have to change an IRQ setting in the BIOS to "PCI/PNP" mode in order for the modem to be setup. An example would be setting the IRQ3 setting in the BIOS from "ISA" to "PCI/PNP" before the BIOS will set the modem up to COM2/IRQ3. This is assuming that the serial port using COM2 has been disabled already. ------------------------------------------------------------------------ 4 OTHER PLATFORMS with PnP Modem Issues ------------------------------------------------------------------------ NOTE: These platforms are not directly supported. These are suggestions which may or may not work. 4.1 OS/2 Some users of OS/2 and our PnP modems have reported to us that by opening a DOS windows upon booting up OS/2 and running the DWCFGMG.SYS driver for DOS configures the modem and allows the modem to work. This works if your system is setup for a dual boot and the modem was originally installed in DOS for DOS only. We have tested this with mixed results. It seems to depend if OS/2 can configure the driver stably in memory. 4.1.1 OS/2 Warp version 3.0 The following instructions are for a Legacy installation using the Plug and Play Utility disk and the WinICU Diagnostic disk. Both are necessary on a machine that doesn't have a Plug and Play BIOS. 1) Boot the computer to MS-DOS. If the system is setup for Dual-Boot, then double-click on the Dual-Boot icon in the Command Prompts folder, or in any OS/2 or DOS session type the following command: C:\OS2\BOOT /DOS If running OS/2 with the Boot Manager, then boot to the DOS partition. 2) Insert the Plug and Play Utility disk in the floppy drive and change to that drive letter. Type "INSTALL" (minus the quotes) and press enter. Accept the default directory of \SUPRA and install for DOS only. 3) If the system is setup with Dual-Boot, then allow the install program to modify the CONFIG.SYS and add the PnP device driver. If using a Boot Manager setup, then say no to modify config.sys. After the installation is complete, add the following line to the beginning of the CONFIG.SYS file on the OS/2 partition. device=c:\supra\dwcfgmg.sys 4) Copy the ESCD.RF file to the root directory of the OS/2 boot partition. 5) Either Dual-Boot (C:\OS2\BOOT\/OS2) to OS/2 or reboot the computer and boot the OS/2 partition. 6) When OS/2 and the Workplace Shell has loaded, open a DOS Window or Full Screen Session. At this time the Plug and Play for MS-DOS driver will load. Change to the drive that contains the \SUPRA directory, go to the \SUPRA directory and type in "WTM" (minus the quotes). Record the I/O address and interrupt request reported. If the modem has been configured for a COM port or an IRQ already in use in the system, install and run the ICU program (found on the WinICU Diagnostics Disk) to change the modem's resources. ICU can be installed in a DOS session under OS/2 without having to boot to DOS. When installing ICU install for DOS only. 7) Using the I/O address and interrupt request modify the parameters for the OS/2 COM driver in the CONFIG.SYS file. Look for DEVICE=C:\OS2\COM.SYS and add modify the line to add the modem parameters: C:\OS2\COM.SYS (COM3, 3E8, IRQ10) In this example, the modem was configured for COM 3, 03E8, IRQ 10. Do not include the leading 0 for the I/O address. It is not necessary. Use the same command line parameters for SIO drivers as well. Save the file. A reboot is necessary in order to access the modem. A Note on COM drivers: The OS/2 COM.SYS file is not very effective and many OS/2 users suggest obtaining and using Ray Gwynn's SIO COM drivers as a replacement. The same command parameters for the COM driver apply. A Note about IRQs: OS/2 is very particular about what IRQs can be used in the system. It expects certain devices to use specific IRQs. IRQ 5 most often used for a soundcard. IRQ 7 is the parallel port. If those IRQs are desired be prepared for possible problems. The modem is able to work in all areas of OS/2. It works in a DOS session, Win-OS2 session, OS/2 session, and the Workplace Shell. It can also be used with the IBM Internet Dialer for logging into an Internet Provider. 4.1.2 OS/2 Version 4 - Merlin Check the README file on the OS/2 version 4 CD for getting Plug and Play modems to work with the Operating System: 6.0 Enabling COM Device Driver to Work with PnP Modem Cards ------------------------------------------------------------------------ 4.2 Linux Visit the following web site: http://www.redhat.com/pnp and download isapnptools from their 3rd party PnP drivers. You will need to use setserial to configure the proper tty/cua device. You will NEED to specify the UART type, interrupt, and I/O address, or the modem may not work. You should specify the UART as a 16550. The Linux standard rc.serial script identifies the card and its settings reliably, once the initial PnP routine tells the card where it is. Another option is available if you have a DOS partition on your hard drive. You can install the Legacy install software there and then start Linux. The 'load-lin'package for Linux will boot a Linux kernel directly from DOS. If the card is located and set by the DOS PnP system, it should remember its settings as the system does a warm boot into Linux. ------------------------------------------------------------------------ 4.3 Windows NT 3.51 There are two possibilities: 1. PNP BIOS- If your computer has a PNP BIOS, it should be able to setup the Supra modem. You may have to add the COM port for your modem in Control Panel ports, and experiment with the IRQ setup for your modem. If you have both built-in serial ports enabled on your system as COM1 and COM2, the Supra modem should go to COM 3 (I/O Address 03E8) and an Interrupt of 5,10,11,12 or 15, depending upon which IRQs are not in use by other devices. If you have disabled a serial port, such as serial port 2, your modem should be setup to use the resources that the serial port was using. If serial port 2 (COM2 on most systems) was disabled, your modem should go to COM2, Address 02F8 and Interrupt 3. You may have to change some setting in your BIOS to tell it to update your PnP Configuration (or Update ESCD.RF or Reset PnP Configuration) in order for it to setup your modem on COM2. On some systems, you must disable the serial port, turn off the computer, remove the Supra modem, turn the computer on, turn it back off, and then reinstall the modem in order for the computer to update the PnP Configuration in the BIOS. Consult your documentation or computer vendor for details on your PnP BIOS features. 2. If your computer does not have a PnP BIOS, but does have a DOS partition on it, you should be able to install the Legacy installation software, choosing the DOS-only installation. Boot up to the DOS partition so that the PnP Configuration Manager (DWCFGMG.SYS) can load and configure the modem. Once the modem is configured, press ++ to warm boot the computer into Windows NT. The modem holds its configuration until power to modem is cut, so you must use ++ to restart your computer. Using the reset button or powering off and then on would clear the modem configuration. ------------------------------------------------------------------------ 4.4 Windows NT 4.0 Windows NT is not a Plug and Play Operating System (OS) and the Plug and Play modems do not automatically configure in NT. If you have a Plug and Play BIOS, the BIOS should detect the modem and NT should add a COM Port for the modem in the Control Panel. You can then Add a Modem entry in the Control Panel. The Windows 95 .inf modem driver files are also used for NT 4.0. If you do not have a Plug and Play BIOS, unlike Windows 95, modems are not detected at boot up. The exception to this would be if the NT PNPISA driver has been added and is running at boot up, then Plug and Play cards are identified at boot up, and the user is requested to supply a driver. On a system where the Plug and Play BIOS does not configure PnP cards at boot up, follow the instructions below. Consult the file README.WRI in the C:\winnt\system32\ directory for more information on PNPISA.INF. The driver library on the Windows NT 4.0 CD-ROM includes the PnP ISA Enabler driver, which may allow the detection and installation of Plug and Play devices in Windows NT 4.0. NOTE: Although Windows NT includes PNPISA to detect Plug and Play devices, Plug and Play devices are not supported in Windows NT 4.0. PNPISA is provided as a "use at your own risk" tool. Since Microsoft makes a point of adding a disclaimer to their PNPISA.INF driver, please keep in mind that using this could cause problems with NT, and the system could become unstable. Diamond Multimedia urges that you use caution when using this file. Backing up system files, or the entire OS may be advisable before trying the PNPISA.INF file. 1) Insert the modem and boot the computer. 2) Boot to NT and log in as Administrator. 3) Windows NT 4.0 comes with a PnP driver for ISA devices (PNPISA.SYS). It is on the CD in \drvlib\pnpisa\. With the explorer you select PNPISA.INF, click the right mouse button and select install. This will install the ISA PnP driver. The system requires you to reboot the computer. Log back as Administrator and the driver will start looking for a new hardware. It will find the modem and should set it up with no conflicts. On a system where the Plug and Play BIOS does configure the modem with an I/O address and Interrupt request at boot up, follow these instructions: 1) Insert the modem and boot the computer. 2) Boot to NT and log in as Administrator. 3) Go to Start-Settings-Control Panel. Double click on Modems. 4) If there are no other modems in the computer, this will bring up a Wizard to install a new modem. Let it search for the modem. If the BIOS has actually configured the modem at boot up, then it will be in the system as a COM port. NT will search all of the COM ports in the system to locate the modem. When it's finished, it should display the modem in Modem Properties. If the BIOS has configured the modem at boot up, but there is a device conflict of some sort, refer to the hardware documentation that came with the computer for information on how to change the resources that are assigned the Plug and Play card. If the Add New Modem Wizard does not find a modem, a couple of these could be happening: * The card is not seated in the slot correctly, and the system cannot see it. * The BIOS is not actually configuring the modem at boot up. In this case the ISAPNP driver will be necessary. Since NT 4.0 uses TAPI for Remote Access Server (or Dial-Up Networking), it should not be necessary to setup a modem configuration for this service. As long as the modem is configured correctly under NT, it will work with RAS or DUN. Drivers: The .inf driver files for NT4.0 can be found at: http://www.diamondmm.com/product-support/driver-index-nt40.html They are the same as the Win95 drivers supplied with your modem. ------------------------------------------------------------------------ 5 PNP MODEM BASICS ------------------------------------------------------------------------ Here is some background information on modem operation that may aid in your troubleshooting. If you want to specific-issue troubleshooting, check the Table of Contents for your issue, or go to the Windows 95 or Windows 3.1 Diagnostics sections. In order for the Supra PnP modem to work properly with any communication software, a few rules must be observed: 5.1 I/O Address and Interrupt Request (IRQ) The first rule is that the modem PnP chip must be configured to an Input/Output (I/O) Address and Interrupt Request (IRQ). In Windows 3.1 systems, the modem is usually configured by the Intel PnP Configuration Manager driver (DWCFGMG.SYS). On some computers with Plug and Play BIOS, the BIOS and the PnP driver work together to configure the modem. In this case, the BIOS actually configures the modem. On other systems with PnP BIOS, the BIOS does not require the PnP driver to configure the modem, and can even give error messages (such as NVS Write Error) or lockup unless the Supra software is removed with the UNINSTAL.EXE utility in the C:\SUPRA directory. On Windows 95 systems, the modem PnP chip is configured by Windows 95 during the first Windows 95 startup after the modem is installed physically. The modem cannot be configured properly by using the Add New Hardware or Install New Modem Wizards in Windows 95. This detection method is not designed to setup PNP devices. The best way Windows 95 can be prompted to search for PnP devices are to restart Windows or use the [Refresh] button in the Control Panel>System>Device Manager. A Plug and Play BIOS is not required to configure your modem in Windows 95. Some systems with Plug and Play BIOS require that a setting of "PnP OS:Yes/No" be set to "YES" to coordinate PnP configuration with Windows 95. Other PnP BIOS systems need to have "PnP Autoconfiguration: Enabled/Disabled" set to "Disabled" so that the BIOS does not interfere with Windows 95 PnP device configuration. Consult your computer documentation, vendor or manufacturer for more information on your BIOS. 5.2 Modem Software-to-Modem Connection The second rule of modem use is that the communication program must be told where to look for the modem. In Windows 3.1 programs, the COM port selection in the communications program is used to connect the program to the modem I/O Address and Interrupt via the Windows Control Panel>Port>Advanced settings. That is, the Address and Interrupt settings must be listed in the proper COM port in the Control Panel in order for data to get from the communications program to the modem. Here is a list of the proper COM ports for each I/O Address that the PnP modem could be using: 03F8=COM1 02F8=COM2 03E8=COM3 02E8=COM4 The modem I/O Address and Interrupt are normally transferred to the Windows 3.1 Control Panel with the Windows "Where's the Modem?" program. If for some reason the Windows "Where's the Modem?" is not installed, you can manually setup the proper COM port in Control Panel with the Address and Interrupt listed in the DOS C:\SUPRA\WTM.EXE program. The Windows "Where's the Modem?" is not required to make setup the modem. See Section 3.2.4. DOS programs communicate with the modem in one of two ways: they can either specify the modem Address (or COM port) and Interrupt (IRQ) directly, or they only have a choice of COM port (no Interrupt choice) and the Interrupt is assumed based on the COM port choice. The standard DOS default I/O Address is assumed in this case. For DOS programs that allow you to specify the Address and Interrupt your modem is using, you merely have to make sure you have the proper settings. If the DOS modem program does not let you use IRQs above 7 (most are like this), you will probably need to disable one of your existing serial ports to free up a lowered numbered IRQ and then reconfigure your modem to a standard Address/IRQ pair like COM2/IRQ3 or COM1/IRQ4. Some software lets you put in IRQ 99 but obviously it does not work, so just because you can enter numbers higher than 7 does not mean they are supported. If the modem is configured to a non standard IRQ (not COM1/IRQ 4 or COM 2/IRQ3 or COM 3/IRQ 4 or COM 4/IRQ3) and you are using DOS programs that only let you choose a COM port, you will need to disable one of your existing serial ports to free up a lowered numbered IRQ and then reconfigure your modem to a standard Address/IRQ pair (Win95 Section 2.2.11/Win3.1 Section 3.1.3. In addition, you may have to use a FIXCOM.DEB script (Section 3.3.6) in order to put your modem's port Address in the memory location where the DOS software is sending data to your modem. In Windows 95, there are two ways your modem program could access the Supra modem: for 16-bit programs that can also run in Windows 3.1, you must choose the COM port, as mentioned above. For Windows 95-specific programs, you choose the modem by name in the "Connect Using" box of the modem program. One common problem with Windows 95 setups is that the modem program has a previously installed modem selected in the "Connect Using" box. 5.3 Modem Resource Sharing/Conflicts The third rule is that the modem I/O Address and Interrupt (IRQ) resources cannot be used by or shared with another device. This resource conflict is the primary reason the modem fails to respond properly. Some 2400, 9600, and even some 14.4 modems will work on shared interrupts. Your high-speed Supra modem will not work on a shared IRQ. If the modem is set to a conflicting resource, it is usually because the Intel PnP driver or the Windows 95 PnP Device Manager does not have or cannot get all the information about resources already in use in the system. If the modem is set to a conflicting resource, it will have to be manually reconfigured, with the WinICU Diagnostic Disk in Windows 3.1 systems, or with the Device Manager in Windows 95. The other option is to disable a standard serial port (or built-in modem), uninstall the modem from the system and then reinstall the modem to have it configured to the resources freed by the disabled serial port. Consult your computer documentation or vendor for instructions on how to disable a serial port or built-in modem on your system.