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HP and Compaq PCs - Modem Not Found (Windows XP)

This document applies to HP and Compaq computers with Windows XP and a modem.
Use this document to troubleshoot if the computer has any of the following symptoms:
  • Port already open error message.
  • Modem in use message.
  • Connection to the Internet is lost when using a modem to connect.
  • No dial tone error messages.
  • Modem disappears from Device Manager.
  • Repeated testing fails when using PC Doctor (HP Help and Support tool).
Some software products (such as AOL or Quicken), use the Internet for updates. Sometimes, this causes Windows XP to update the modem files and settings and causes these issues.
Step 1: Remove power to the modem
Perform the following steps:
  1. Unplug all connected devices from the computer (printers, scanners, and memory cards).
  2. Unplug the power cable from the computer and unplug the telephone cable from the modem.
  3. With the cables removed, press and hold the power button on the front of the computer for five seconds.
  4. Reconnect the power cable, telephone cable, keyboard, mouse, and monitor.
  5. Turn on the computer and try to connect to the Internet again.
Step 2: Remove the driver in Safe Mode
  1. Turn the computer on and press the F8 key repeatedly when the blue HP screen displays. Press the key every second until a menu displays.
  2. Press the UP or DOWN arrow keys to select Safe Mode, and press Enter.
  3. Press Enter if an Operating System Selection screen displays.
  4. When the Windows login screen displays, click Administrator, and supply the password, if necessary.
  5. To open Windows in Safe Mode, click Yes at the Desktop window that displays.
    Windows starts with Safe Mode displayed in the corners of the screen, fewer colors, and lower resolution. This is normal.
  6. Click Start, right-click My Computer, and then click Properties.
  7. Click the Hardware tab, and then click Device Manager.
  8. Click the plus (+) next to Modems and click the modem name.
  9. In the menu, click Action, click Uninstall, and then click OK.
Figure : Device Manager listing for the modem
Listing for name of Modem
Step 3: Reinstall the driver
  1. When the installation is done, close all windows and shut down the computer.
  2. Disconnect the power cord after the computer has fully shut down. While the computer is off, press the Power button on the computer.
  3. Plug the power cord back in and turn the computer on.
  4. When the Window's Desktop first displays, Windows loads startup items. Look closely in the notification area (usually in the lower right by the time). A small balloon displays stating that Windows found new hardware.
    Figure : Found new hardware messages
    Found new hardware messages
  5. After any new hardware found messages disappear, click Start, right-click My Computer, and then click Properties.
  6. Click the Hardware tab, and then click Device Manager.
  7. Click the plus (+) next to Modems and make sure that the modem name is in the list. If the modem name is missing, repeat Step 1.
     note:
    If the modem fails to display in Device Manager or displays with problems, remove and reseat the modem card, preferably in another PCI slot. Use the following HP support document for more information: Replacing the Modem.
  8. If the modem displays in Device manager and the problem continues, close Device Manager and continue to the next step.
Step 4: Update the driver using Windows Update
Use Windows update to find and update the modem driver. For more information, see Updating Drivers and Software with Windows Update.

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