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The Modem is not Responding

Problem: Error 630: The modem is busy or not responding. The computer is not receiving a response from the modem. The port was disconnected due to hardware failure.

Operating Systems: Windows XP, 2000, ME, 98 & NT; Macintosh OS X, OS 8-9

Microsoft Ref: Q190554: How to Troubleshoot Modem Problems in Windows 98/98 Second Edition, Q184086: Phone Company Services May Disrupt Modem Functionality

This type of error can indicate that the modem is damaged, not connected, or not installed properly. This error may occur if you have special telephone company provided features such as distinctive dial tone [or] dial tone stuttering, signaling voice-mail services and so on. This error can also occur if your modem has a bad initialization string - i.e., a command that it does not support. If there have been electrical disturbances (including thunderstorms or power failure/surges) since the last time the modem worked, that may be the cause.

Check that the modem is connected and installed properly

If you have an external modem, make sure that the cable is connected, and that the modem is powered on.

Check for updated drivers for your modem on the website of your computer manufacturer if the modem came with the computer or the modem manufacturer's site.

For both internal and external modems, check that the modem is installed correctly. Check for conflicts in Device Manager. If there are any yellow question marks (?) or exclamation points (!), correct them first. Go to the Modem Control Panel. If you see modems other than the one currently installed, select and remove them one at a time. You may need to reboot before proceeding. Click on the Diagnostics tab, select your modem, and then click More Information or Query Modem. If you find errors listed here, you have a driver problem likely from remnants of an old driver. Check with the manufacturer of any old modems that were used on the machine for driver removal instructions.

Windows:

Open the Control Panel and double click the Modems icon. If necessary, click the Modems tab. Your modem should be listed. If the modem is listed as a Standard Modem, you may need to consult your modem documentation or computer manufacturer to install proper drivers for the modem. If the proper modem is listed, query the modem. If you get errors, there may be remnants of an old driver on you system. To remove the driver, check the manufacturer's website for instructions.

Windows XP & 2000

• Highlight your modem and click the Properties button.
• Click the Diagnostics tab.
• Click the Query Modem button.
• If the modem is functioning properly, you should now see commands and responses in the box.

Windows 98 & ME

• Click the Diagnostics tab.
• Highlight the COM port where your modem is installed and click the More Info button.

  Note: If the modem is listed multiple times, or if more than one device is installed on that COM port, this may be the cause of the problem. Consult your modem documentation or computer manufacturer for further support.

• If the modem is functioning properly, a window will pop up showing more information about the modem, including commands and responses.

Check that the correct modem is chosen in the dialup connection:

Windows XP & 2000

• Open the Control Panel and open the Network and Dialup Connections or Network Connections icon
• If necessary, select the correct modem in the Connect using option and click OK.

Windows ME & 98

• Open the Control Panel and double click the Internet Options icon.
• Click the Connections tab, highlight your Covenant ISP connection and click the Settings button.
• Click the Properties button in the Dial-up Settings section to open the connection properties.
• If necessary, select the correct modem in the Connect using option and click OK.

Macintosh:

Click the Apple menu, go to Control Panels, and click on Modems. Make sure that the correct modem port is chosen in the Connect via option. Select the correct modem from the Modem popup menu. External modems should have a specific modem listed usually as the manufacturer's name. If you are using the Internal modem that came with your computer, it may be listed as Apple Internal Modem. If you do not know what type of modem you should choose, you may need to consult the documentation that came with your modem; if the modem came with the computer we recommend contacting Apple Support.

If the modem passed diagnostics, there may be a problem with the phone line (modem sensitive to phone-line polarity) or bad cord. Disconnect all phones from the line.

Check for suspicious programs in the StartUp folder and disable any that may be causing the problem.

This error message can also occur if the modem is using a new serial-port assignment due to new devices installed by Windows hardware detection.

Check for bad initialization strings

Initialization strings (or init strings) are special instructions for the modem. They don't change the modem, but they do give the modem extra commands to perform like "wait for dial tone" "turn off speaker" or "disable v90." If you enter an incorrect string for your modem chipset, it may stop functioning because init strings are fairly specific for each modem chipset.

To check for, and remove an initialization string:

Windows XP & 2000

• Open the Control Panel and double click the Modems icon.
• Highlight your modem and click the Properties button.
• Click the Advanced button.
• If there is an init string listed, write it down (in case you need to re-enter it later), then delete it out of the box.
• Click OK, close the Control Panels and try the connection again. You may also need to restart the computer for the modem to recognize the new initialization string.

Windows ME & 98

• Open the Control Panel and double click the Internet Options icon.
• Click the Connections tab, highlight your Covenant ISP connection and click the Settings button.
• Click the Properties button in the Dial-up Settings section to open the connection properties.
• Click the Configure button below the box where your modem should be listed.
• Click the Connection tab and then the Advanced button.
• If there is an init string listed in the Extra settings box, write it down (in case you need to re-enter it later), then delete it out of the box.
• Click OK, close the Control Panels and try the connection again. You may also need to restart the computer for the modem to recognize the new initialization string.

Check the Port I/O address settings in the BIOS

Please note that this step is for advanced users only! Covenant ISP is not responsible for any damage that might occur as a result of making changes to the BIOS

Check the port I/O address settings in the BIOS. Go to your BIOS in peripheral device settings and examine your ports. Make sure they are not disabled or set to Auto. Set the first port to 3f8h and the second port to 2f8h: this is your COM 1 and COM 2. Save and exit the BIOS.

When Windows restarts, press [F8]. At the Start menu, select "Safe Mode". Uninstall the modems through Device Manager, Modem Control Panel or Add/Remove Programs. Restart the computer, booting normally. Windows should detect a PCI communications device. Install the proper modem drivers then check diagnostics in the Modem Control panel to be sure it responds.