ATT Passageway For Partner Communications System User Guide

							Troubleshooting
Troubleshooting AT&TConnect
This section presents some common problems that you might encounter while
using AT&TConnect. For each problem, a strategy is presented that you can
follow to isolate and solve your problem.
Problem 1: AT&TConnect will not run. It displays the message
This application requires a serial port and terminates.
This message indicates that AT&TConnect cannot find an available serial port
on your system. This message will most likely appear immediately after you
have completed the installation of the PassageWay software using the setup
program since this is the first time AT&TConnect tries to run.
If you do not have an available serial port (for example, if you have only one
serial port and this port is being used by your mouse), you will need to add an
additional serial port to your PC in order to use PassageWay Solution. Your
computer vendor can assist you in obtaining the necessary hardware to add
another serial port. See Appendix B for more information.
If you are certain that you have an available serial port (other than a port being
used by your mouse), the available port might be disabled, in which case
AT&TConnect will be unable to detect its presence. You can verify the number
of active serial ports in your system using the following procedure:
1.Exit Windows and return to DOS.
The DOS prompt appears.
2.Access the directory in which the PassageWay applications reside.
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							Troubleshooting
3.Type comcheck and press [ ENTER ¿ ].
The status of each COM port in your PC is displayed. The following is a
sample of what you may see:
COMCheck V1.0 (c)1993 AT&T
Serial port detection program
Port
-----
COM1
COM2
COM3
COM4
Detected
----------
Yes
Yes
No
No
If this procedure reveals that your PC has no active COM ports or only COM1
is active (but is used by your mouse under Windows), you will need to either
purchase an additional COM port for your PC or consult your PC’s hardware
documentation to determine how to re-enable a COM port that might be
disabled. (Refer to Appendix B for information on COM ports.) Re-enabling a
COM port may require changing the placement of a jumper on your computer’s
system board or running your PC’s setup program.
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							Troubleshooting
Problem 2: AT&TConnect displays its Communications Error dialog box
within a few seconds after it is run
This message indicates that AT&TConnect cannot communicate properly with
your PassageWay adapter. This message can appear for one of the following
reasons:
n
n
n
nYour PassageWay adapter is not connected properly to your PC serial
port and/or your telephone.
Your PassageWay adapter is not receiving power from the PARTNER
system.
AT&TConnect is administered to use a different serial port than the one
to which the PassageWay adapter is connected.
One or more cables and/or adapters is damaged or not compatible with
PassageWay Solution.
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							Troubleshooting
AT&TConnect cannot communicate properly with
your PassageWay adapter.
Please follow the steps below, in order, to resolve the problem:
1.
2.
3.
4.Verify that the adapter is present and properly connected to your
telephone and PC serial port.  If the adapter is not present, you
cannot use PassageWay to control your telephone, and you must
Press the Quit button below to exit this application.
Verify that the LED on the PassageWay adapter is illuminated.
If not, verify that the adapter is properly connected to the
jack on your telephone.
Verify that the proper communications port number [e.g., COM1,
COM2] is selected; you may review your current settings and
make changes by pressing the Port button below.
Press the Test button to initiate AT&TConnects adapter
testing routing.  During the test, you may be prompted to
inspect the adapter LED you observed in step 2.
If all tests complete successfully, press the Resume button to
re-establish communications between AT&TConnect and the adapter.
If a test failed, note the error code and consult the user
documentations Troubleshooting section for more information.
Figure 9-1. AT&TConnect - Communications Error Dialog Box
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							Troubleshooting
You should follow the instructions provided on this dialog box to troubleshoot
the problem. These instructions ask you to verify the following items:
nThe PC-side and phone-side cabling associated with your PassageWay
adapter is properly connected.
Insure that the 7-foot phone cord is completely inserted into both the
jack marked Line of your telephone and the modular jack on the
PassageWay adapter. A proper connection is confirmed by a tactile
click as the cord is fully inserted.
Also insure that any RS-232 cables and adapters that you might be
using to connect the PassageWay adapter to your PC should NOT be
null modem cables (a special type of cable), and the total length of the
combined RS-232 cabling should not exceed about 40 feet (the length
should be as short as is convenient for your setup).
nInsure your PassageWay adapter is receiving power from the PARTNER
system (as indicated by the illumination of the power LED).
If you have verified that the PassageWay adapter is properly connected
to your telephone, yet the power LED next to the modular jack on the
adapter is NOT illuminated, your telephone system wiring may not
support the remote powering of adjuncts. If this is the case, you should
consult your AT&T account representative or authorized dealer to obtain
the proper wall supply to power your PassageWay adapter or to correct
any wiring problems which may be the cause.
nYour COM port administration for AT&TConnect corresponds to the
serial port to which the PassageWay adapter is connected.
Under Windows, AT&TConnect considers any active serial port that is
not being used by a serial mouse to be available for use with
PassageWay Solution. Consequently, AT&TConnect will allow you to
select a COM port that could be different from the one to which your
PassageWay adapter is attached. For example, if your PC contains an
internal fax/modem card, that fax/modem will be using one of your PC’s
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							Troubleshooting
COM ports, and you could erroneously administer AT&TConnect to use
this same COM port. When selecting a serial port for AT&TConnect to
use, you should be careful that the COM port you select is not already
being used by another device in your PC.
nAT&TConnect’s software-based adapter test passes.
To assist you in diagnosing problems, AT&TConnect contains a built-in
adapter test procedure. This test can be run directly from the
Communications Error dialog box by choosing the Test button.
If the test procedure concludes successfully, AT&TConnect is
communicating properly with your PassageWay adapter over the COM
port you selected, and you should select the Connect button on the
Communications Error dialog box to restore normal operation.
If, however, the test fails, an error number will be provided. Use the
following table to interpret the error numbers and to find suggestions for
how to resolve the particular error you encountered.
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							Troubleshooting
9-8
Failure CodeMeaningThings to Try
111The PC and theMake sure you have
PassageWayselected the proper
adapter cannotCOM port in
communicate overAT&TConnect.
your serial port.
Try replacing any
RS-232 cables or
adapters you are
using between your
PC’S COM port and
the PassageWay
adapter’s 25-pin
connector.
121
The PC and theFollow the
PassageWayinstructions for
adapter cannotfailure code 111.
communicate over
your serial port.
131, 132, 133, orThe PC cannotTry replacing any
135communicateRS-232 cables or
properly with youradapters you are
PassageWayusing between your
adapter.PC’s COM port and
the PassageWay
adapters 25-pin
connector. 
						

							Troubleshooting
134 or 141The PassageWayTry replacing the 7-
adapter cannot
foot telephone
communicate
cable between the
properly with your
PassageWay
telephone.
adapter and your
telephone.
200 and aboveA conflict or
Try closing all
application error has
Windows
occurred whichapplications except
prevented
AT&TConnect and
AT&TConnect from
Program Manager,
operating your PC
then try the test
serial port.again.
You may need to
modify your
autoexec.bat and
config.sys files to
eliminate this
conflict.
Problem 3: AT&TConnect will not work on COM3 or COM4
By default many PCs are not configured to permit the simultaneous use of
three or more COM ports. Specifically, most PCs are configured such that
COM ports are grouped into pairs: COM1 is paired with COM3, and COM2 is
paired with COM4. By default such PCs permit only one COM port from each
pair to be operating at the same time (for example, COM1 with COM2). COM
ports within the same pair will usually conflict with one another and are not
supported (that is, COM1 with COM3, or COM2 with COM4).
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							Troubleshooting
If you cannot get AT&TConnect to work properly on COM3, check if another
device is using COM1 at the same time. Similarly, if you cannot get
AT&TConnect to work on COM4, determine if another device is using COM2 at
the same time. If so, you may need to make some changes to your PC
configuration to support using PassageWay on COM3 or COM4. Refer to
Appendix B for more information. If you need additional assistance in setting
up devices on COM3 or COM4, consult your PC hardware vendor.
Problem 4: AT&TConnect occasionally displays its initialization window
while one or more PassageWay applications are running
AT&TConnect displays its initialization window whenever it establishes (or re-
establishes) communication with the PassageWay adapter. Generally, this
window is only displayed once, at the time when a single PassageWay
application is first executed. However, if a communications problem occurs at
any time, AT&TConnect attempts to clear the problem by reinitializing the
adapter, which causes the initialization window to reappear temporarily. If this
occurs while a PassageWay application is performing a task involving the
telephone (for example, while AT&TSet is reading your telephone’s
programming), the operation in progress will be aborted and must be restarted
manually once the initialization window disappears. If no task involving the
telephone is in progress during this process, the operation of PassageWay
applications is unaffected.
The chance of a communications problem depends on your PC’s configuration.
PassageWay operates at a data rate of 4800 baud, and it relies on Windows
to manage the flow of data through your PC’s serial port. Depending upon the
speed of your PC, the number and type of applications you are using, and
various hardware components in your PC configuration, Windows will be able
to manage serial communications with varying degrees of effectiveness.
If you encounter frequent communications errors using PassageWay Solution,
your PC’s current hardware configuration may not support reliable high-speed
communications under Windows. Appendix B includes information about
choosing serial port hardware that can work reliably at high speeds under
Windows.
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							Troubleshooting
Troubleshooting AT&TCall
This section presents some common problems you might encounter using
AT&TCall For each problem, a strategy is presented that you can follow to
isolate and solve your problem.
Problem 1: AT&TCall does not dial or turn on the speaker
AT&TConnect must be running in order for AT&TCall to dial using your
telephone. Run AT&TConnect, wait for your telephone to be initialized, and try
dialing again.
If AT&TConnect will not run (that is, it displays the message This application
requires a serial port and then terminates) or if a communications error occurs
(that is, the Communications Error dialog box appears), refer to
Troubleshooting AT&TConnect.
Problem 2: AT&TCall dials the wrong numbers
If AT&TCall dials telephone numbers incorrectly, perform the following steps to
isolate the problem:
1.Create a new card with a simple telephone number such as 777.
2.Add this card to the card bank.
3.Press the Dial button next to the telephone number and observe the
LCD display of your telephone. The PARTNER system will display each
digit dialed by PassageWay Solution on the telephone’s display.
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