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HP Notebook computers - Unable to Connect or Slow Connection to a Dial-Up Network in Windows XP

Description
To connect a computer to the Internet, the computer must be connected to an Internet Service Provider (ISP). The ISP charges a fee for serving as the connection between the computer and the Internet. The physical connection from the computer can be made through either a cable service or a modem to a telephone line.
This document can help to resolve situations where the notebook is unable to establish a connection to an ISP with the dial-up modem or establishing a connection with slow or erratic responses when using Windows XP.
The following might be possible causes:
  • Incorrect values in the Dial-up or ISP settings
  • No telephone service or poor quality service
  • Modem not installed correctly or disabled
  • Problems with the ISP application or network service
The notebook computer was shipped with software for establishing a connection with one or more of the larger ISP services. This document assumes you set up a service account with an ISP, you installed the connection program provided with the computer or installed a program from an alternate ISP, and you configured the program with the correct connection phone number and other settings as required by the ISP.
Using the New Connection Wizard
To choose from available ISPs and connect to the Internet, use the New Connection Wizard.
  1. Select Start, All Programs, Accessories and then click Communications.
  2. Click New Connection Wizard.
  3. Click Next.
  4. Select the option for Connect to the Internet, and then click Next.
  5. Select Choose from a list of Internet Service Providers (ISPs), and then click Next.
  6. Complete the Wizard by selecting the ISP of your choice and following the instructions.
Solution
Connection problems with a dial-up modem might result from poor phone transmission lines, high traffic on ISP phone lines, or modem drivers and software that are incorrectly configured. Use one or more of the following methods to diagnose and repair a notebook computer that cannot connect to a dial-up modem.
Before You Begin
Windows XP Service Pack 2 and all the latest updated HP drivers must be installed on the computer before performing these actions. To determine what operating system and service pack is installed, click Start, click Help & Support, click My HP Computer in the left column, and click the System information option.
Method 1: Verify Windows dial-up connection settings
If you receive a dial-up connection error indicating the system has made multiple dial-up attempts without connecting, verify that the correct connection values are entered in the Dial-Up Connection panel of the web browser or ISP web application. Typical required connection values include: user name, password, ISP phone number, and other unique data.
As a quick test of the phone service, connect a regular phone to the outlet where the computer is connected, dial the ISP number, and listen for a response. The ISP service should answer and transmit a series of high-pitched modem connection tones.
If the dialed number answers properly, reconnect the modem to the phone outlet and perform the following steps to change the Windows dial-up properties.
  1. To connect to an ISP using a standard web browser and Window's dial-up connection, click the browser icon to open Internet Explorer.
  2. If the default dial-up settings do not cause the modem to dial or the modem cannot make a connection, a message displays. Click Connect.
  3. On the Dial-up Connection panel, click Settings.
  4. On the Connections tab of the Internet Properties panel, verify that there is at least one dial-up connection in the Dial-up pane.
  5. Select an existing connection (might be identified by the ISP name on the connection), and click Settings.
  6. Under Dial-up settings, click Properties. On the General tab of the Dial-up Connection Properties panel, enter the ISP connection number. Do not include spaces or dashes.
  7. Click OK to close the Dial-up Connection Properties panel.
  8. On the Dial-up Connection Settings panel, enter information in the User name and Password fields.
  9. Click OK to close the Dial-up Connection Settings panel.
  10. On the Connections tab of the Internet Properties panel, select Always dial my default connection, and click OK.
    The dial-up function is now configured.
  11. On the Dial-up Connection panel, enter information in the User name and Password fields. Select the Save password option to save these values.
  12. Click Connect to dial the modem and connect to the ISP. The status of the process displays at the bottom of the panel.
  13. If the dial-up connection values are correct, but the modem does not connect to the ISP, or the No dial tone error message displays, go to Method 2: Verify the integrated dial-up modem is functioning in Windows.
Some ISPs, such as AOL or MSN, provide their own custom connection programs. Contact the ISP and follow their instructions to enter the dial-up number and reset the application to a default condition for connecting to their dial-up network.
Method 2: Verify the integrated dial-up modem is functioning in Windows
Perform these steps to test the operation of the notebook computer modem in Windows using the HP Modem Check.
  1. Make sure the phone line is connected from the wall outlet to the computer, and the Ethernet cable and wireless network are disconnected.
  2. Click Start, click Help & Support, and click Troubleshoot a problem.
    You will be prompted to begin testing your modem line connection for slow or poor connection speeds.
  3. Click the Check your modem or Troubleshoot modem and Internet connection link to begin the test.
    The tool displays the results of the test. Click the plus sign (+) in front of the diagnosis for additional details.
  4. Select a descriptive statement such as "I cannot connect to my ISP through my modem" to request more information, and click Next.
  5. Follow the prompts to compete the testing.
Method 3: Verify the modem can connect to the phone company
If the computer is reconfigured and the HP Help & Support function is deleted, it is necessary to perform these steps to test the fundamental operation of the notebook modem using Hyperterminal. Hyperterminal is part of the Windows OS and provides rudimentary testing information.
  1. Click Start, click All Programs, click Accessories, click Communications, and then click HyperTerminal.
  2. When prompted to make this a default program, click No.
  3. When prompted for a connection Name, click Cancel.
  4. On the blank HyperTerminal panel, type ATZ0 (upper case A T Z zero) and press Enter. The characters will not display until the Enter key is pressed the first time.
    The text OK is displayed.
  5. Contact the ISP by typing the text ATDT plus the ISP connection phone number. For example: ATDT 123-555-1212.
Method 4: Check the phone line quality
If the modem test in Method 2 or Method 3 produces a No Dial Tone Detected error, perform these steps to test the connection of the modem to the telephone line.
  1. Unplug the phone line from the back of the computer and connect it to a normal telephone, so that the telephone line runs from the wall jack directly into the telephone. Make sure the telephone line is not wrapped around any other wires and is not near home stereo speakers. Lift the phone receiver and check for a dial tone.
    • If there is dial tone, go to Step 2.
    • If there is NO dial tone, connect the telephone line to another jack or phone.
    • If you still cannot hear a dial tone, your wall jack might not be functioning. Contact your telephone service provider.
  2. If you hear a dial tone, check the phone line for quality. Dial 1 (one) to stop the dial tone and listen for static or other voices on the line. If the connection seems fine, go to Step 3. If you can hear other voices or static, there might be a problem with your telephone lines. Contact your telephone service provider.
  3. Call the number your ISP gave you to connect to the Internet. If the line is busy or will not connect, call your ISP’s customer service line to get another number to dial-in to. If the number answers with a series of high pitched tones, the telephone connection is fine.
Plug the phone cable back into the jack on the computer, and go to Method 5: Resetting the modem and COM ports.
Method 5: Reset the modem and COM ports
Use the following instructions to reset the modem software and the COM (communication) ports:
  note:
If your computer has Norton Antivirus 2005, before using these steps, disconnect the network cable and use MSConfig to prevent ccApp from loading in the Startup tab. After you have reset the modem software in the following steps, re-enable ccApp. For more information, refer to the HP support document HP Notebook computers - Using Microsoft System Configuration (MSConfig).
  1. Restart the computer.
  2. At the first screen, press the F8 key repeatedly until a Startup Menu appears. (This is the Windows Advanced Options Menu in Windows XP).
  3. Use the up and down arrow keys to select Safe Mode and press Enter.
  4. In Windows XP, a logon screen appears. Click Administrator, and enter the administrator password. If you are not using an administrator password, press Enter.
    In Windows 98 and ME, Windows opens into the desktop in Safe Mode.
  5. In Windows XP, click Start, right-click My Computer, and select Properties.
    In Windows 98 and Me, right-click the My Computer icon on the desktop, and select Properties.
  6. In Windows XP, click the Hardware tab, and then click the Device Manager button.
    In Windows 98 and Me, click the Device Manager tab.
  7. In Device Manager, click the plus sign (+) next to Modems unless the minus sign (-) is already showing.
  8. Highlight each listed modem one at a time and press the Delete key. If multiple modems exist, repeat this step for each modem. Do not restart the computer.
  9. Click the plus sign (+) next to Ports (COM & LPT).
      note:
    Some computers will not have COM ports. If there is no COM port, continue to step 11.
  10. Highlight Communications Port (COM1), and press the Delete key. Click OK to confirm the device removal. Do the same for all remaining com ports (COM2, COM3).
  11. Close Device manager, shut down the computer, and wait for about three seconds.
  12. Turn on the computer.
    A message similar to the following might appear while the computer restarts: Windows has detected new or added hardware. It might be necessary to click Yes or OK. Windows is using Plug and Play to detect the modem and reinstall the modem driver. Do not cancel out of this process.
  13. Open Device Manager again and see if the modem is listed.
    • If the modem is listed, try connecting to the Internet again. If there are still problems with the modem, continue to the next Step.
    • If the modem is not listed, contact HP service and support to determine if the modem needs to be replaced.
Method 6: Delete and Reinstall the original modem drivers
If the diagnostic modem test returned no errors and there is clear dial tone, but the modem cannot connect to the ISP, perform the following steps to delete and reinstall the modem drivers.
  note:
In most instances, reinstalling the drivers will restore connectivity; however, if the driver problem still exists after the reinstallation, it is necessary to delete the existing drivers and then reinstall them again. For modem connection problems, delete the drivers before reinstalling the original drivers.
Based on the operating system you are using, do the following activities to restore the modem drivers.
Win 98 & ME - Delete modem drivers
For Windows 98 and ME, do the following activities to delete the modem drivers in the Safe Mode.
  1. Turn on the computer and press the F8 key repeatedly, until a menu appears.
  2. Select Safe Mode and press Enter. The Windows desktop displays Safe Mode in all four corners of the screen.
  3. To open Device Manager, click Start, and then click Control Panel. Then click the System icon.
  4. On the System Properties panel, on the Hardware tab, click Device Manager.
  5. On the Device Manager tab, click the plus sign (+) next to Modems to display the installed drivers. A red X on a modem icon indicates a problem.
  6. Press Delete on the keyboard. Click OK on any warning windows that appear.
After the modem drivers are deleted, do one of the following:
Win 98 & ME - Allow Windows to restore the default drivers
The following information is helpful if the computer is restarted after deleting the drivers. On restart, the system will detect the hardware devices and attempt to install the required default drivers.
If prompted for the location of specific driver files, browse the following path names until the files are found:
  • C:\Windows\inf
  • C:\Windows\options\cabs
  • C:\Windows\system
Win 98 & ME - Reinstall default modem drivers in Safe Mode
For Windows 98 and ME on Compaq Presario notebooks, use the following to reinstall the modem drivers in the Safe Mode.
  1. If the computer is not running in the Safe Mode, follow the instructions above to start the computer in the Safe Mode.
  2. Click Start, and then click Help to open the Help and Support window.
  3. Under Welcome to the Compaq Knowledge Center, click Restore My Presario.
  4. Click Compaq Quick Restore. The Compaq Quick Restore window appears.
  5. Click the multi-colored cube to choose Selective Restore.
  6. Select the modem driver to install, and then click OK.
  7. When the installation of the modem driver is complete, allow the computer to restart in the normal mode, and try connecting again.
Win XP - Delete default modem drivers
In Windows XP, it is not necessary to enter Safe Mode to delete drivers.
  1. Click Start, and then click Control Panel. Click the System icon and click the Device Manager tab.
  2. On the Device Manager tab, click the plus sign (+) next to Modems to display the installed drivers. A red X on a modem icon indicates a problem. Select the modem driver listed.
  3. Press Delete on the keyboard. Click OK on any warning windows that appear.
After the modem drivers are deleted, do one of the following:
Win XP - Allow Windows to restore the default drivers
The following information is helpful if the computer is restarted after deleting the drivers. On restart, the system detects the hardware devices and attempts to install the required default drivers.
  • If prompted for the location of specific driver files, browse the following path names until the files are found:
    • C:\Windows\inf
    • C:\Windows\options\cabs
    • C:\Windows\system
    • C:\Windows\system32
  • If prompted for information referencing Digital Signature Verification, click Continue Anyway.
Method 7: Install the latest modem driver
If you are connected to the Internet, download and install the latest modem driver using one of the following procedures:
Read the instructions on the downloaded pages carefully before installing.
Method 8: Reinstall ISP application or contact ISP
If the diagnostic modem test indicates no problems, if you can hear a dial tone on the phone connected to the phone jack, and if the modem driver is reinstalled, perform the following steps to delete and reinstall the ISP application.
  note:
Before removing and reinstalling software, you might want to contact the ISP to determine: is there an alternate phone number for establishing the connection; are there special instructions on resetting the phone and modem options within the Control Panel; and, is a newer version of software available.
Links to major ISP providers (in English):
  1. Click Start, and then click Control Panel.
  2. On the Control panel, click Switch to Classic View, and click Add or Remove Programs.
  3. Select any programs that contain the name of the ISP and click Remove. Do not restart the computer until all the programs that contain the name of the ISP are removed.
  4. Repeat this removal process until all the programs that contain the name of the ISP are removed.
  5. Restart the computer.
  6. If the ISP can provide an updated installation disk, insert the disk in the drive and follow the instructions provided.
  7. To reinstall the ISP software that was provided with the computer, double-click on ISP's setup icon and follow the displayed instructions.

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