Modem Problems

Problems with your modem can call up a variety of error messages when you attempt to connect to NetZero. Below is a list of steps you can take to troubleshoot your modem. After you perform each step, please try to connect again. If you get the same error message, move on to the next step.

If none of these troubleshooting steps resolve your problem, try connecting with a different access number.

Check your modem's power and connection

Check that the modem is on (if it is an external modem) and that it is securely connected to the phone jack and the computer. Reset the modem, either by turning it off and then on again (if it's an external modem), or by restarting your computer (if it's an internal modem).

Check your phone line

Make sure the phone line is available. If you have a dedicated modem line, plug in a phone to make sure there is a dial tone. Try disconnecting any equipment between the phone and your computer, such as answering machines, caller ID boxes, video games, or cordless phones, so your modem is plugged directly into the wall with one phone cord. Try changing phone cords and using a single phone cord that's as short as possible. Also, if it is possible to temporarily move your computer, try using a different phone jack in your house to determine if this is causing the problem.

Check your modem cable

If your modem is external, a faulty modem cable might be causing your problem. If you suspect that your modem cable is faulty or incorrectly wired, try replacing it with a new one from your local computer store.

Uninstall and reinstall your modem

Sometimes simply uninstalling and reinstalling your modem can resolve connection difficulties.

To uninstall your modem:

1. Close all software programs that might be using your modem.
2. Click the Windows Start button, select Settings, and Control Panel.
3. In the Control Panel window, double-click the Phone and Modems icon and then select the Modems tab.
4. Select your modem from the list and click Remove.
5. Click Close.

To reinstall your modem:

1. Shut down and restart your computer.
2. When you restart your computer, Windows will automatically detect your modem and launch the Add New Hardware wizard.
3. Follow the prompts on the wizard to reinstall your modem. If Windows cannot find the necessary drivers for your modem, please refer to your modem manufacturer.

If you're using NetZero's external modem:

Before uninstalling and reinstalling your external modem, re-connect your external modem to your computer's USB drive and try to connect again. If you are still unable to connect:

1. Click here to go to the NetZero download page, and click on the Modem Driver link.
2. Save the modem driver to your computer's desktop.
3. Unplug the external modem from your computer's USB drive.
4. Double-click on the modem driver icon on your desktop to reinstall the driver.
5. When the driver is installed, plug your modem into your computer's USB drive.

Disable other programs that may use your modem

Some other software (such as Web browsers, fax software, phone answering software, and online screen savers) can disrupt NetZero's use of your modem. If you have such programs running, you should close or disable them.

1. Press Ctrl+Alt+Del to see what other applications are running.
2. In the window that appears, select a program in the list and click End Task.
3. Do that for each program you want to close. The only programs that should remain open are Explorer and Systray.

Be especially certain to disable any fax or voice mail programs on your computer. If you are not sure how to do this, please consult the manual that came with your computer or with your communications software.

Check for an IRQ conflict

It is possible that there is an IRQ (Interrupt Request Line) conflict between your modem and another piece of hardware. To find out whether this is the case:

1. Right-click the My Computer icon on your desktop and select Properties.
2. In the System Properties window, click the Device Manager or Hardware Profiles tab.
3. If you see a yellow exclamation point next to the modem icon in the list of devices, then there is an IRQ conflict. If this is the case, please refer to your modem or computer manufacturer's support information.