Article ID : S500010035 / Last Modified : 11/04/2018

Why can't I communicate with outside sources by connecting the built-in modem of VAIO to Dial-Up Networking?

Applicable Products and Categories of This Article

Why can't I communicate with outside sources by connecting the built-in modem of VAIO to Dial-Up Networking?
or
Why can't I connect my computer to a provider with the built-in modem?
or
Why can't I connect my computer to a network with Dial-Up Networking?

Please check the following areas when you are unable to connect your computer to the Internet with the built-in modem.

* Note
- The error messages mentioned below appear when you use the Dial-Up Networking on an Internet Explorer 3.0 pre-installed computer or on an Internet Explorer 4.0 pre-installed machine.
When you establish dial-up connection on an Internet Explorer 4.0 or 5.0 pre-installed machine, the messages may vary a little.

- Please note that the following settings may vary partly depending on the models and the environment where the computer is used.
a. Check the environment of your communication line.
b. Check whether dialing is done correctly.
c. Check whether negotiation is carried out successfully.
d. Check whether authentication is successfully done to connect your computer to a network or a provider.

a. Check the environment of your communication line.
1. Check if your communication line goes through an exchange such as PBX.
When your communication line goes through an exchange such as PBX, double-click [Modem] from [My Computer] of [Control Panel].
Click the [Dialing Properties] button from [Modems Properties.
Set a number, "0" for example, to the X of "For local calls, dial X" and "For long distance calls, dial X" in the "When dialing from here" box. Also, check whether the PBX is electrically the same as normal lines.

- The built-in modem of this computer is designed on the assumption that it is used on the public circuit.
The modem, therefore, sometimes fails to work through PBX that is commonly used in a multiple dwelling house.
Even when the modem is successfully connected to an outside communication source through PBX, symptoms such as the breakdown of communication and the failure of increasing communication speed might take place.

2. Do not connect the modem to a digital communication line
Do not connect your modem to the digital connector of ISDN on a gray public phone.
You cannot use the built-in modem with the digital communication line.

3. Check the wiring of the telephone cord (modular cable).
Check if the modem is connected to the modular jack on the wall.
Do not connect the modem to a cordless handset of a telephone or do not use a long connection cord.
Check if the connector of the connection cord is inserted correctly to the modular jack of the modem until it clicks.
Check if the connection is established by using the telephone cord supplied with your VAIO.

4. Check if dialing is properly set to the tone or the pulse dialing.
When your telephone line is a pushbutton type, you must set your dialing to the tone dialing.
Check the tone/pulse settings of dialing on the [Dialing Properties] window from [Control Panel] -> [Modems].

b. Check whether dialing is done correctly.
1. Check if the modem is properly recognized.
(1) Double-click [Modems] from [My Computer] -> [Control Panel].
(2) Click [Modems Properties] -> [Diagnostics] and select a modem port (e.g. COM2) from the [Installed] column. Then click the [More Info] button.
(3) When the detailed information appears on the [More Info] window, communications between the modem and your computer is normally established.
(4) When the detailed information does not appear on the [More Info] window, check the following settings.
- Restart your computer. Check again if the detailed information of the modem appears right after the startup of your computer.
* When you access the modem repeatedly, Windows sometimes stops responding to your operation and does not display the detailed information.
- Finish resident programs that use the modem (communication software, for example), if any.
- Check if the power of the modem is turned on with PowerPanel in the case of VAIO notebook computers (applicable to some models).
- Check if the conflict of the COM port resource (e.g. IRQ) occurs or the device is disabled.
- When necessary, uninstall the driver of the built-in modem and restart the computer.

2. Check if the telephone number of the access point is correct.
Firstly, open [Dial-Up Networking] from [My Computer] and double-click the [Dial-Up Networking] icon.
You can check the telephone number in the [Phone number] column of the [Connect To]window.

Some Internet service providers (ISP) have separate communication lines, one for analog and the other for ISDN, even for the same access point.
Check with the providers if the number of the access point is available for your modem.
For further details, we recommend you to contact your Internet service provider (ISP).

--Remarks--
About the displayed error message
If the telephone number of the access point is wrong, the following message may appear sometimes.
"Error: 678 There is no answer. Try again later."
The following voice-mail message is announced.
"The number you called is not in use now."
This error message, however, does not always appear only when the telephone number of the access point is wrong.
For further details, please refer to the relevant solution on connecting the computer to the Internet with the built-in modem.

3. Clear the [Wait for dial tone before dialing] settings
(1) Double-click [Modems] from [My Computer] -> [Control Panel].
(2) Select your modems from the [General] tab and click the [Properties] button.
(3) Clear the [Wait for dial tone before dialing] check box from the [Connection] tab in the [Sony Internal Modem Properties] window.
(4) *The dial tone mentioned here is a dialing tone, not the tone dialing that is different from the pulse dialing in terms of the dialing system.

--Remarks--
If the settings of [Wait for dial tone before dialing] are wrong, the following message appears sometimes.
"Error: 680 There is no dial tone. Make sure your modem is connected to the phone line."
This error message, however, does not always appear only when the settings of [Wait for dial tone before dialing] are wrong.
For further details, please refer to the relevant solution on connecting the computer to the Internet with the built-in modem.

4. Wait for more than 3 minutes to dial the same number.
When you dialed the same number for more than 3 times within 3 minutes, the redialing restriction will take effect.
Therefore, you cannot keep dialing the same number.

c. Check whether negotiation is carried out successfully.
When your computer cannot reach the stage of negotiation even though the modem keeps dialing, check the following.
1. Check if the modular jacks are unplugged from the modem and the wall outlet.
If possible, change the modular cable to another one and try again.
When negotiation is not successfully done or the [Wait for dial tone before dialing] check box is not cleared, the [No Dial Tone] message appears.
When the check box is turned cleared, the message [No response from the computer you dialed] appears sometimes.

--Remarks--
About the displayed error message
Even if you turn off the checkbox of [Wait for dial tone before dialing], the following error message appears sometimes if the modular jack is disconnected.
"Error: 678 There is no answer. Try again later."
This error message, however, does not always appear only when the modular jack is disconnected.
For further details, please refer to the relevant solution on connecting the computer to the Internet with the built-in modem.

2. Check connection by changing the access point.
When you are able establish a connection by changing the access point, the following could be the causes of the problem.
- Settings of software have been made incorrectly.
- The line situation of the access point is not good.
- The modem your computer is calling malfunctions.
- The line is busy.

When you can establish a connection to other telephone numbers but not to the number you want, check the following:
- Check again the telephone number of your access point.
- The line of the access point might be congested. Call the number again in a different time zone.
- When you cannot establish a connection from your office, for example, try it from your house and other telephones, if possible.

Try if you can connect a line to other numbers such as a time tone, using a hyper terminal.

The procedure below shows you how to use a hyper terminal.
1. Click [Start], point to [Programs] -> [Accessories], and then click [Communications].
2. Double-click [Hypertrm.exe] on the [Hyper Terminal] folder window.
3. Type your preferred characters in the [Name] column on the [Connection Description] window. Then click [OK].
4. Click the [Cancel] button in the [Connection Description] dialog box.
5. Enter the following commands one by one in the [Hyper Terminal] window.
(1) ATZ "Enter"
(2) ATX3 "Enter"
(3) ATL "Enter"
(4) ATDT117 "Enter" in the case of tone dialing: ATDP117 "Enter" in the case of pulse dialing

* Press the "Enter" key at the end of each of the above lines.
* When the computer responds "OK" to each line, the connection is properly set up.

When error messages such as "No Carrier" appear, the built-in modem or the communication line might have some problems.

3. Check the negotiation by reducing the communication speed of the modem
The line is normally connected sometimes by reducing the communication speed when the line situation is poor. Please refer to the steps as follow:
(1) Double-click [Modems] from [My Computer] -> [Control Panel].
(2) Select your modem from the [General] tab and click the [Properties] button.
(3) In the [General] tab of the [Sony Internal Modem Properties] window, [Maximum speed] is usually set to 115200.
Try to connect the line by changing the speed down to a lower level step by step.

When negotiation has been carried out but the line cannot be connected (when the computer keeps negotiating), please try the following.

- Disconnect the line and try to connect it again.
Some high-speed modems keep negotiating when they fail to control timing.

- When every point to be checked goes well without any problem up to this point and the following solution is applicable, the machine needs to be repaired.

d. Check whether authentication is successfully done to connect your computer to a network or a provider.
1. Check your user ID and password.
When the following error message appears, check your user ID and password.
This message, however, does not always appear when the user ID and password are wrong.
- "The line was disconnected by the computer you dialed. Double-click the connection icon to connect the line again."
- "The computer you are dialing into cannot establish a Dial-up Networking connection. Check your password and then try again."

2. Check the settings of the dial-up networking and the protocols.
When the following error message appears after the computer you dialed checked your user ID and password, check the settings of both Dial-Up Networking and the protocols.
- "The line was disconnected by the computer you dialed. Double-click the connection icon to connect the line again."
- "Dial-Up network connection has not been established with the computer you dialed. Check the password and try again."

To check the settings of Dial-Up Networking, please refer to the following:
(1) Double-click [Dial-Up Networking] from [My Computer].
(2) Right-click on the dial-up icon and click [Properties].
(3) Check [Phone number] from the [General] tab.
(4) Select the [Server Types] tab and select only the [TCP/IP] check box in [Allowed network protocols].
(5) Click the [TCP/IP] button to check the details of the settings.

* Specific setting values such as an IP address and a DNS server address are usually provided by your Internet Service Provider (ISP).

To check the settings of the protocols, please refer to the following:
(1) Open [Network] from [System Properties].
(2) Check [Current Network Configuration] from the [Network Settings] tab.

* Specific setting values are usually provided by your Internet Service Provider.
* Connecting your computer to the Internet requires the Microsoft network client, a dial-up adapter and the information of TCP/IP.
If there is no problem in the settings, try to establish the settings of Dial-Up Networking and protocols once again with reference to the following.

3. Reset Dial-Up Networking.
(1) Double-click [Dial-Up Networking] from [My Computer].
(2) Delete the dial-up icon you have created in the [Dial-Up Networking] window.
(3) Double-click the [Make New Connection] icon to create a new dial-up icon.

4. Re-configure the dial-up adapter.
(1) Double-click [Network] from [My Computer] -> [Control Panel].
(2) Remove [Dial-Up Adapter] in [The following network components are installed.], and then click [OK].
(3) Re-start the computer in accordance with the message.
(4) Open [Network] again and click the [Add] button.
(5) Select [Adapter] in the [Click the type of network component you want to install:] window and click [OK].
(6) Select [Microsoft] in the [Manufacturers] window and [Dial-Up Adapter] in the [Network Adapters] window. Then click [OK].
(7) Click [OK] in the [Network Properties] window and restart the computer in compliance with the message.

5. In the case of personal computer communications, check if the telephone number of the access point is correct.

6. In the case of RAS or the intra-company network, check with the network administrator if the settings are correct.