Unable to Connect or Slow Connection to a Dial-Up Network

Unable to Connect or Slow Connection to a Dial-Up Network
___________________________________________________
In this document:
Using Easy Internet Services
Verify Windows dial-up connection settings
Use HP Modem Check to test your modem
Verify the modem can connect to the phone company
Check phone line quality
Reset the modem and COM ports
Reinstall the original hardware device driver
Install the latest updated device driver
Reinstall ISP application or contact ISP
This document pertains to HP Notebook PCs with Windows Vista.
Identifying dial-up connection problems
Connection problems with a dial-up modem might result from one or more of the following causes.

No telephone service or poor quality service.
High traffic on the Internet Service Provider (ISP) phone lines.
Incorrect user logon values in the dial-up or ISP settings.
Incorrect installation or configuration of the modem.
Before performing one or more of the following methods to diagnose and repair a notebook PC that can not connect to a dial-up modem, check for and install the latest updates from Windows Vista, and install the latest updated drivers from HP.
Using Easy Internet Services
If you are not sure how to connect to the internet, your HP notebook PC was shipped with software for establishing a connection with one or more of the larger ISP services. You are responsible for selecting an ISP and setting up a service account, installing the connection program and updates provided by the ISP, and configuring the settings, such as the correct connection phone number, as required by the ISP.
If you do not already have an ISP account, use the Easy Internet Services utility to choose from available ISPs.

Double-click the Easy Internet Services icon on your desktop, or click Start and type Easy internet services in the Search field, and then select Easy internet services from the menu when it appears.
From the tabs, select premium dial-up or value dial-up and follow the wizard's directions for setting up an account with one of these providers.

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, you should 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 PC 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.

To connect to an ISP using a standard web browser and Window's dial-up connection, start Internet Explorer.
If the default dial-up settings do not cause the modem to dial or the modem cannot make a connection, an informational message displays. Click Connect.
On the Dial-up Connection panel, click Settings.
On the Connections tab of the Internet Properties panel verify there is at least one dial-up connection in the Dial-up pane.
Select an existing connection (may be identified by the ISP name on the connection), and click Settings.
Under Dial-up settings, click the Properties button. On the General tab of the Dial-up Connection Properties panel, enter the ISP connection number (no spaces or dashes).
Click OK to close the Dial-up Connection Properties panel.
On the Dial-up Connection Settings panel, enter information in the User name: and Password: fields.
Click OK to close the Dial-up Connection Settings panel.
On the Connections tab of the Internet Properties panel, select the Always dial my default connection option and click OK.
The dial-up function is now configured.
On the Dial-up Connection panel, enter information in the User name: and Password: fields. Select the Save password option to save these values.
Click Connect to dial the modem and connect to the ISP. The status of the process is displayed at the bottom of the panel.
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 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 on entering the dial-up number and resetting the application to a default condition for connecting to their dial-up network.

Use HP Modem Check to test your modem
Perform these steps to test the operation of the notebook PC modem in Windows using the HP Modem Check.

Make sure the phone line is connected from the wall outlet to the PC, and the ethernet cable and wireless network are disconnected.
Click Start, click Help & Support, and click Troubleshooting Tools. On the Troubleshooting Tools pane, select Modem Check. if prompted, allow the action to continue.
The tool will display the results of the test, and will provide several options to correct problems.
Follow the prompts to compete the testing.
If the result is No Dial tone Detected, go to Check phone line quality .
If there is a different error message, go to Reset the modem and COM ports .
If the result indicates no error but the modem does not connect to the ISP, go to Reinstall ISP application or contact ISP .

Verify the modem can connect to the phone company
If the PC 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 PC modem using Phone & Modem Options.

Click Start, and type Phone & Modem Options in the Search field. Click Phone & Modem Options when it appears in the menu options.
When prompted, provide your country or region and area code information, as applicable. If you need to dial an access number before using a line for outside calls, provide that number as applicable.
Attempt to contact your ISP by dialing out to them. Example: 123-555-1212.
If a message to enter a user name or password is displayed, the modem is working and physically connected to the phone service. Continue to Reset the modem and COM ports .
If a No Dial Tone message is displayed, the modem is not connected to a working phone line. Go to Check phone line quality .

Check phone line quality
If the modem tests produces a No Dial Tone Detected error, perform these steps to test the connection of the modem to the telephone line.

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 may not be functioning. Contact your telephone service provider.
If you hear a dial tone, check the phone line for quality. Dial the number 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 may be a problem with your telephone lines. Contact your telephone service provider.
Call, with your telephone, 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 PC, and go to Reset the modem and COM ports .

Reset the modem and COM ports
Use the following instructions to reset the modem software and the COM (communication) ports:

NOTE: If your PC has Norton Antivirus, 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.

Click Start, right-click Computer, and select Properties.
In the System pane, click the Device Manager link. If prompted, allow the computer to access the Device Manager.
In Device Manager, click the plus sign (+) next to modems unless the minus sign (-) is already showing.
Highlight each listed modem one at a time and press the Delete key. If multiple modems exist, repeat this step for each modem. When prompted, confirm that you wish to delete these drivers. Do not restart the PC.
Click the plus sign (+) next to Ports (COM & LPT).

NOTE: Some PCs will not have COM ports. If so, contact HP service and support to determine if the modem needs to be replaced.
Highlight Communications Port (COM1), and press the Delete key. Click OK to confirm device removal. Do the same for all remaining com ports (COM2, COM3, etc.).
In the Device Manager pane, click the Scan for hardware changes button (near the top). Windows Vista will now scan your system for hardware and install default drivers for anything that requires drivers at this time.
Verify under Modems that the modem and com ports are listed.

If the modem is listed, try connecting to the Internet again. If there are still problems with the modem, install the latest modem driver.
If the modem is not listed, contact HP service and support to determine if the modem needs to be replaced.

Reinstall the original hardware device driver
All devices were tested to operate with the drivers that were originally installed on the HP PC. If a device suddenly stops working, the driver may have a conflict or be corrupted by recently installed software or peripherals. Perform the following steps to reinstall the original hardware device driver using the HP Recovery Manager.

Click Start, and type Recovery Manager in the Search field. Click Recovery Manager when it appears in the menu options.
Click Advanced options.
Select Hardware program re-installation and click Next.
On the Welcome window, click Next.
When prompted to recover a hardware driver shipped with the computer, select Yes and click Next.
From the list of drivers, select the proper driver, and click Next.
Allow the PC to re-install the driver, and when prompted to restart the computer, select Finish.

Install the latest updated device driver
If you are connected to the Internet, download and install the latest device driver using one of the following procedures:

Click Start, and type HP Update in the Search field. Click HP Update when it appears in the menu options, and follow the prompts.
Go to the Driver's and Downloads page on the HP web site to search for updated device driver software.
Read the instructions on the downloaded pages carefully before installing.

Reinstall ISP application or contact ISP
If the diagnostic modem test indicates no problems, and a dial tone is heard on the phone connected to the phone jack, and the modem driver is reinstalled, perform the following steps to delete and reinstall the ISP application.

NOTE: Before removing and reinstalling software, you may want to contact the ISP to determine the following: 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.


Click Start > Control Panel.
On the Control panel, click Programs.
On the Programs pane, click Uninstall a program. Select any programs that contain the name of the ISP and click Remove. Do not restart the PC until all the programs that contain the name of the ISP are removed.
Repeat this removal process until all the programs that contain the name of the ISP are removed.
Restart the PC.
If the ISP can provide an updated installation disk, insert the disk in the drive and follow the instructions provided.
To reinstall the ISP software that was provided with the PC, double-click on ISP's setup icon and follow the displayed instructions.
If you PC, modem, and phone connection are all working correctly but you cannot logon to the ISP service, you should contact the ISP for assistance. The following are links to some of the major Internet Service Providers (in English):