Modem Problems While Using the Internet Connection Wizard

ID: Q169517

The information in this article applies to:

Microsoft Internet Explorer versions 3.0, 3.01, 3.02, 4.0, 4.01, 5 for Windows 95
Microsoft Internet Explorer versions 3.0, 3.01, 3.02a, 4.0, 5 for Windows 3.1
Microsoft Internet Explorer versions 3.0, 3.01a for Macintosh
Microsoft Windows 98
Microsoft Internet Explorer version 5 for Windows 98

SYMPTOMS

While you are using the Internet Connection Wizard, you may experience any of the following issues:

A conflict occurs with another program running on your computer.
Your modem may not be operational.
The modem Setup program may not have finished successfully.

You receive the following error message:

      The Internet Connection wizard could not detect your modem. It may
      be turned off, currently in use, or not installed properly. Click
      Help for more information.

RESOLUTION

To resolve these issues, follow these steps:

1. Close any open programs.

   a. Close all programs that might be using the same communications port
      as your modem, such as any fax program, HyperTerminal, or Phone
      Dialer.

   b. In the Internet Connection Wizard, click Redial. If this does not
      work, continue to the next step. To start the Internet Connection
      Wizard, click Options on the Tools menu, click the Connect tab, and
      click Connect.

2. If you have an external modem, check the power to your modem. To do

   so, follow these steps:

   a. While your computer is running, turn off your modem, and then turn
      it on again.

   b. Check to make sure your modem is operational. For example, the CS or
      Clear To Send (CTS) indicator lights on your modem should be
      illuminated.)

   c. If your modem is operational, click Redial.

   d. If you determine there is a problem with your modem or you redial
      and it still does not work, your modem may not have initialized
      correctly. Completely shut down your computer, and then turn the
      computer back on while the modem is powered on. If your modem is
      still not operational, continue to the next step.

3. Uninstall and reinstall your modem. To do so, follow these steps:

   a. From within the Internet Connection Wizard, verify the type of modem
      you are using by viewing the selection in the The Current Modem Is
      box. If your modem is set to Standard Modem or shows something other
      than the modem you are using, try choosing the correct modem from
      the list and then redialing. If this does not work, reinstall your
      modem.

   b. To reinstall your modem, click the Start button, point to Settings,
      and then click Control Panel. Double click Modems. Under Windows 95,
      click the modem you are trying to use to set up your Internet
      connection, and then click Remove. Under Windows NT, click Next.

   c. Click Add, and then follow the instructions on the screen for
      installing a modem. If your current modem is not available in the
      modem list or is not detected, you may need to follow the
      instructions in the documentation provided by your modem
      manufacturer.

   d. In the Could Not Connect dialog box, click Cancel.

   e. Click the Start button, point to Programs, point to Internet
      Explorer, and then click Get Connected To The Internet or Connection
      Wizard to restart the Internet Connection Wizard. When the Choose
      Modem dialog box appears, follow the instructions for selecting your
      modem. If this fails to resolve the issue, continue to the next
      step.

4. If you still encounter problems, view the Support.txt file for product

   support phone numbers in your area.

Additional query words: 3.00 3.00a

Keywords          : kbsetup msiew95 msient msiew31 msiemac win98 
Version           : WINDOWS:
Platform          : WINDOWS
Issue type        : kbprb

Last Reviewed: March 20, 1999