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HP PCs - Resolving Dial-up Connection Problems (Windows 8)

This document applies to HP computers with Microsoft Windows 8.
This document contains solutions for most common problems encountered with dial-up modems. Connection problems might result from poor sound quality over the phone line, bad cable connections (bent cables or pins), high call volumes at the Internet Service Provider, or modem drivers and software that are incorrectly configured. This document can help resolve most of these types of problems. Read and respond to each step until a resolution to your problem is found.
 note:
Dial-up modems are not installed on all computers. If a dial-up modem is not installed on your computer, you can connect a modem using a USB cable or you can install a modem card.
Due to the nature of troubleshooting modem connections, it is a good idea to read this entire document first before attempting to troubleshoot the modem connection. It might also be a good idea to print this document for reference while troubleshooting.
 note:
If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.
Before troubleshooting dial-up connection problems in Windows 8
Check the following items before troubleshooting dial-up connection problems:
  • To prepare Windows for troubleshooting and to resolve most problems related to Internet browsing, reset Internet settings as follows:
    1. Close any open Internet Explorer windows.
    2. From the Start screen, type control panel to open the Search charm, and then select Control Panel from the search results.
      Figure : Control Panel
      Control Panel
    3. Click Network and Internet, and then click Internet Options.
      Figure : Internet Options
      Image of the Network and Internet  screen with Internet Options highlighted.
      An Internet Properties window opens.
    4. Click the Advanced tab, and then click the Reset button.
      Figure : Reset button on the Advanced tab of Internet Properties
      Reset button on the Advanced tab of Internet Properties
      A Reset Internet Explorer Settings window opens.
    5. Read the information on the screen, and then click Reset.
      Figure : Reset Internet Explorer Settings
      Reset Internet Explorer Settings window
    6. After Windows resets the Internet Explorer setting, click Close.
  • Make sure that the telephone cord is connected to the RJ11 port of the modem and not the RJ45 port of the network card. Try connecting again if the telephone cord was in the wrong connector.
    Figure : RJ11 modem connector
  • Make sure that an account is setup with an Internet Service Provider (ISP). The ISP should have provided critical information needed to setup your account: at least one phone number for access, a password (if required), special software to setup the account (if used), and special setup information (pop3 email and newsgroup information, encryption or compression settings, and many other settings). The ISP can answer these types of setup questions and help you make the necessary adjustments in Windows if you have not already done so.
  • Find an RJ11 telephone cord that is 6 feet long (1.83m) or less. If possible, find a different cord than the cord that is already connected to the modem.
  • Make sure you have access to an analog telephone line (an RJ11 wall or floor outlet).
  • Find a working analog telephone.
Step 1: Verifying the phone line connection and sound quality are good
Poor phone line quality might be the source of not being able to connect, intermittent disconnects, and slow modem transfer rates. Check to see if the phone line or connection is causing the problem.
Step 2: Dialing and listening to the access number
Using a telephone, call the access number used to connect to the Internet and listen to the handset.
Step 3: Verifying dialing options
Do you need to dial a 9 before placing a call? Are you using call waiting on the same line? Do you normally use a calling card to dial out? If the modem cannot dial a connection to the ISP, or the Internet connection is suddenly lost because another call is coming in on the same line, use the following steps to adjust the dialing rules for the modem. If the modem has successfully connected to the ISP in the past from the same phone number, skip this step.
Step 4: Contacting the Internet Service Provider
If the computer is still having issues connecting to the Internet and the modem hardware tests pass, it is possible that the internet connection software that was provided by the ISP is not configured correctly or the settings for the modem are not set to connect to the ISP telephone system. Consult the ISP for help with configuring the settings in Windows and the ISP software.

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