Galaxynet :: Disconnect Problems?

Generally, there will probably always be an occasional disconnect. After all, we are dealing with phone lines being pushed to their limits with V.34 and V.90 modems. Phone lines were designed for voice, not for data transmission. But if you're getting a lot more than the occasional disconnect, something is wrong and you should methodically follow the steps below.

Reason & Solution #1:

Disconnection's may be caused by momentary drops of DTR (Data Terminal Ready). By default, most modems respond to a drop of DTR by hanging up. With US Robotics and other modems, add S25=200 to your Modem String. This sets the duration, in hundredths of a second, that DTR must be dropped so that the modem doesn't interpret a random glitch as a DTR loss.

Reason & Solution #2:

A similar possibility to the one above is that your modem could not distinguish between a line hit, or other disturbances that momentarily break the connection, from a true disconnect by the remote modem. Add S10=100 to the Modem String to set the duration, in tenths of a second, that the modem waits after loss of carrier before hanging up.

Reason & Solution #3:

If you have call waiting and a call comes in while you are connected to Galaxynet, your modem might interpret the second call "beeps" as a disconnect by the remote modem. Precede *70, followed by a comma, to your access number in your setup. Example: your dialer should dial "*70,360-678-0383" instead of just "360-678-0383". (Please Note: If you don't live on Whidbey Island, please replace the "360-678-0383" part of the example with the local access number you normally dial). People who call your number will get a busy signal.

Reason & Solution #4:

If you suspect line noise, try solutions #1 and #2 above. Also, listen in on the line for static (press "1" to eliminate the dial tone), ask your phone company to test the line (although they usually only test for voice grade as opposed to data grade), and try reducing your baud rate (a.k.a. port speed). Also disconnect EVERYTHING from your phone lines (especially cordless phones), including a laser printer from the electrical outlet.

Do not use devices that allow you to connect or extend your phone line to an electrical outlet. Also, keep the phone line at least three inches away from electrical cords, extension cords, printer cables, etc. Inductance from electrical lines and radio transmitters wreaks havoc with phone lines. And, avoid using phone splitters of any kind.

Reason & Solution #5:

One common cause of disconnects is modem incompatibility between your modem and the remote modem. No modem is completely compatible with every other modem. Be sure to check with the modem manufacturer periodically for firmware and driver upgrades. Do not assume that just because your modem is new that it contains the latest firmware and drivers. It may be "new" to you, but your "new" modem may have been manufactured 6 months to 2 or more years ago.

Reason & Solution #6:

Check your phone cable for defects. Or better yet, just replace it with a brand new one. Don't use overly long phone lines. A 25-foot (or longer) phone line acts like an antenna for radio interference. Try to keep the telephone wire between your computer and phone jack under 10 feet.

Try cleaning the contacts in the telephone jacks. Don't use any liquid cleaners! With the computer turned off, take a new wooden pencil with a rubber eraser on the end, and carefully insert it into the LINE or TELCO jack of your modem. The eraser will remove any dust or film that may be on the contacts. Be sure the power to your computer is turned off. Galaxynet will not be responsible for damaged modems or computers. Do the same for the wall jack, then reinsert your telephone line plugs back into the jacks.

Also, if you have an external modem, make sure your modem (serial) cable connections are tight and the cable is also free of defects. As with the telephone lines, keep the serial cable away from power cords, extension cords, electrical outlets, and printer cables. If you have any doubt, try replacing the serial cable with a high-quality shielded cable.

Reason & Solution #7:

If you're disconnected shortly after logging in, you may be attempting simultaneous logins on the same account. Make sure no one is logged-in to your account such as a family member at home. If this isn't the case, try to add a Modem String to make your connection stronger. Check your modem's instruction manual for specific information about settings.