Remote Access: Modem Not Responding Alert

This article discusses a Remote Access alert when receiving an incorrect response, or no response, from the modem.

Symptom

When Remote Access receives an incorrect response, or no response, from the modem, the connection attempt fails with the "modem not responding" alert:



Figure 1: Apple Remote Access alert

Solution

Use the following troubleshooting path to identify the source of the failure. If Open Transport/PPP is installed, substitute "PPP control panel" for "Remote Access control panel" throughout.)

1. Reset the modem and check connections

"Check connections" in the alert refers to the modem's connection to the computer, not the telephone outlet. This is not easily checked for internal modems, but for external modems, check the modem and power cables for secure connections and signs of damage. This is especially important if the symptom is intermittent or can be caused by moving the modem or its cables. If the modem normally provides any visual signs that it is turn on, such as illuminated LEDs, check for them.


2. Set up the Modem control panel

Set up the Modem control panel to use the appropriate modem script. Apple internal modems use the following scripts:


Notes:



Figure 2: Modem control panel

3. Set up the Remote Access control panel and test




Figure 3: Remote Access control panel


4. Use the Mac OS All set in the Extensions Manager control panel

Open the Extensions Manager control panel and choose the Mac OS All set from the Selected Set menu (see Figure 4). For example: Mac OS 8.6 All, iMac All, and so forth.



Figure 4: Extensions Manager control panel

If the modem requires any extra extensions (excluding fax or telephony extensions), they are installed and enabled if the checkbox next to their name is selected. Extensions Manager asks to duplicate the Mac OS All set before additional extensions can be enabled. Click OK.

Modems that came with Apple computers require the following extensions:

Close Extensions Manager and restart the computer. Any extensions that may have captured the modem port are disabled and remain so until reenabled in Extensions Manager.

After restarting, open the Remote Access control panel and click Connect. If the symptom does not recur and the modem works correctly, perform extensions troubleshooting to isolate the extension or extensions causing the symptom. If the symptom persists, continue to the next step.

For more information on troubleshooting extensions, please see article 30929: "Mac OS: Extensions Troubleshooting/Extensions Manager Features."

5. Reset Parameter RAM

Choose Restart from the Special menu, then immediately press and hold down the Option-Command-P-R keys on the keyboard. Continue pressing the keys until the computer chimes or restarts twice. This will not work if the Caps Lock key is depressed, and may not work with non-Apple keyboards.

Open the Remote Access control panel and click Connect. If the symptom does not recur, it indicates there was a conflicting setting in Parameter RAM. Perform extensions troubleshooting, but the fault may not return, even after reenabling the extensions.

For more information on resetting Parameter RAM, please see article 2238: "Macintosh: How to Reset PRAM and NVRAM."

6. Delete preferences

Damaged Remote Access preferences may be at fault and are easy to confirm prior to additional troubleshooting.Depending upon your connection method, move these preference files to the desktop:


Repeat steps 2 and 3 to set up the control panels and test. If the symptom persists, the preferences were not at fault. To reclaim the information they contained, move them back to their original locations and allow them to replace the newer preference files.

7. Use Apple Hardware Test

If the computer came with Apple Hardware Test, start up from the Apple Hardware Test CD-ROM disc and open the Quick or Extended tests. If the Apple Hardware Test detects a modem error, note the error code, and contact Apple or an Apple Authorized Service Provider.

Apple Hardware Test is included with the following computers:


8. Reinstall the modem software, if applicable

This issue deals with software required to enable even the barest functionality. Many modems don't require specific software for a data connection. Such software is needed usually for faxing or telephony (using the modem for voice calls). However, a modem might require an extension to enable data compression and error correction.


9. Perform a clean installation or clean restore

Perform a clean install or clean restore of the operating system. If there is any connectivity or modem software to be installed separately, do so immediately afterward.

Repeat steps 2 and 3 to retest. If the issue still exists, a hardware repair may be necessary. When using an external modem, the condition may be further isolated between the computer and modem by testing the modem on another computer, or confirming that other devices work on the modem port of this computer.

If the issue persists after performing the above steps, contact the modem manufacturer for further troubleshooting assistance. If the modem was manufactured by Apple, seek service from an Apple Authorized Service Provider or contact AppleCare for service instructions.

For more information on performing a clean installation, please see:

Article 60496: "Mac OS 9: Performing a Clean Installation"

Article 58176: "Mac OS 8.5/8.6: Performing a Clean Installation"

Article 26055: "Mac OS 8.0 & 8.1: Clean Installation Instructions"

Article 22065: "Mac OS 8.0: Clean Installation Instruction for Performa Computers"

Article 30034: "Mac OS 7.6: Clean Installation Instructions"

Article 22048: "Performa w/Geoport: Restore Modem SW & Clean 7.6 Installation"

Article 16095: "System 7.5: Clean Installation Procedure"

For more information on performing a clean restore, please see:

Article 31204: "Clean Restore: How to Perform"

Published Date: Feb 20, 2012