The following are common troubleshooting steps for this issue
1) Check to make sure your modem is on.
2) If there is a status bar at the top of your screen, (showing connection speed/status of modem or communication connection) possibly there is an application running which is blocking the serial port which your modem is connected to. Quit any open applications to determine which one may be blocking your modem's port. Example: PPP connections and Remote Access applications sometimes utilize such status bars; usually located near the center of your normal menu bar, they are used to indicate the transfer rate or access status for communications, more specifically with modems.
3) Click on the Modem Reset button in your TelePort control panel.
4) If your modem has a power switch, turn off your modem, wait 10 seconds and turn it on again. Modems shipped from Power Computing do not have a power switch.
5) Shut down your computer and turn off your modem. Unplug your modem from your computer
and carefully plug it back in to your computer's serial port. This will be either the modem port or the printer port. Turn back on your computer and modem, open your TelePort control panel and click the Modem Reset button
6) Repeat #5 above, but plug your modem into your computer's other serial port, temporarily removing any other devices, like a printer. If you are plugging your modem into the printer port, be sure to make AppleTalk in active in the chooser (under the Apple menu). Open the Teleport control panel. Click on the select port icon, and select the port which your modem is connected to. Click OK. If the TelePort control panel no longer displays " Unknown Modem", the problem was related to your computer's serial port; service as required.
7) Verify that the proper version of the modem software is installed. In order to determine what software is required for a given Global Village Platinum modem, perform the following steps:
1. Launch the ZTerm application (the file name is ZTerm 0.9).
2. Type in ATI3 and hit return. Note that the third character in this command is the letter I, not the numeral 1.
3. Examine the string that appears in the window. It will look something like the following: A822-V.34_DS V1.511_TPÓ
If the sequence contains the A822 then verify that installed version of the TelePort software is 2.6. This can be achieved by locating the Teleport Control Panel, highlighting it and choosing Get Info from the file menu (any of the other installed GlobalVillage Software components will work for this test).
Versions of the Power CD v2.4 and earlier do not have the necessary GlobalFax v2.6. If a customer needs the updated software we can send the software on floppy disks (p/n 6040-1006-00).
Machines Affected: All