Troubleshooting Remote Access in Windows for Workgroups 3.11

The information in this article applies to:

• Microsoft Windows for Workgroups version 3.11

SUMMARY

This article contains a step-by-step guide for troubleshooting Remote Access Services (RAS) in Windows for Workgroups 3.11.

MORE INFORMATION

Steps to Troubleshoot Problems with Remote Access Services

1. Determine whether the modem works at the MS-DOS command prompt.

   Exit Windows and issue the command "Echo ATDT5555555 > COMx" (without the quotation marks, where x is the number of the communications port) at the MS-DOS command prompt. If you hear the tone from the modem dialing 555-5555, proceed to step 2. If you do not hear a dial tone, the modem may need to be reconfigured for the correct port address and interrupt. Also, if the modem is external, check the serial cable to ensure a good connection and make sure the proper cable is being used. If the modem is internal, move the modem to a different slot in the computer and check the configuration of the jumps on the modem (if any exist). Refer to with the modem documentation for setup and technical support information.

2. Determine whether the modem works in Windows Terminal.

   In the Accessories group, open Terminal and type the command "ATDT" (without the quotation marks). If the correct communications (COM) port is selected for the modem, a dial tone should be heard and OK or 0 (zero) should be returned to the modem terminal screen. Pressing ENTER should cancel the command to the modem and the message "NO CARRIER" should be returned to the screen. If you do not hear a dial tone after the ATDT command, choose Communications from the Settings menu to make sure the correct Connector (COM Port) setting is selected. If you do not see the text echoed back to the screen as you type the command, choose Terminal Preferences from the Settings menu and select the Local Echo option under Terminal Modes. If the modem does not work in Terminal, the modem may not be correctly configured for Windows (or possibly MS-DOS). If so, try the following:

       - Disable 32-bit file access. To do so, choose the 386 Enhanced icon in
         Control Panel, choose the Virtual Memory button, choose the Change
         button, and then clear the Use 32-Bit Disk Access check box.
   

       - In the Windows directory, open the SYSTEM.INI file and check the
        [Boot] section for the proper communications driver used globally
        throughout Windows. The line should read, COMM.DRV=COMM.DRV. If
        COMM.DRV= is set to anything other than COMM.DRV, change the line to
        read COMM.DRV=COMM.DRV. Also, make sure the COMM.DRV file in the
        Windows SYSTEM subdirectory has the file date 11/1/93 and a file size
        of 5968 bytes.
   

   If the modem still does not work in Terminal, obtain the Microsoft Application Note WW0654, "Windows 3.1 and Serial Communications." You can have this Application Note mailed or faxed to you from the automated Microsoft FastTips Technical Library, which you can call 24 hours a day, 7 days a week at (800) 936-4200. NOTE: The FastTips Technical Library is available only to customers within the U.S. and Canada.

3. Check RAS again after performing the above steps.

   If Terminal is working and RAS is still not working, add the line COMxFIFO=0 to the [386Enh] section of the SYSTEM.INI file using a text editor. This command turns off the 16-bit buffer built into the 16550 UART chip, forcing one-bit operation of serial data through the UART chip.

4. Check the file RASMAC.386 in the Windows SYSTEM subdirectory.

   If RASMAC.386 is dated 11/1/93, disable software compression. To do this, choose Disable Software Compression from the Options menu in RAS. (The next time you open the Options menu, a check mark should be beside Disable Software Compression.) If disabling software compression helps, use hardware compression instead.

5. Try a lower bits-per-second (bps) rate.

   Slowing the speed of the modem can often help decrease noise on the phone lines. It can also help with compatibility problems when using high-speed modems (9600 bps and above) that differ slightly in their compression and error-correction standards. If the lower bps rate works, you may want to disable hardware flow control and/or modem compression. To do this, choose the Phone Book Edit button in RAS, choose the Modem button, and then clear the Enable Hardware Flow Control and/or Enable Modem Compression options.

6. Check the modem documentation to see if the recommended initialization string differs from the one in the MODEM.INF file found in the Windows SYSTEM subdirectory. If it does, try entering the command manually. Choose the Phone Book Edit button, choose Modem, and select the Enter Modem Commands Manually option. This allows you to enter a modem command string manually to determine whether the default one in the MODEM.INF is related to the problem.

7. Check the BIOS date of the modem.

   Check the BIOS date of the modem with the manufacturer to see if a newer BIOS is available. To check the BIOS date of the modem using Terminal, issue the command ATIx (where x is a value between 1 and 9). For example, in Terminal, issue the command ATI3, then <enter>. A BIOS version number should be displayed on the screen, (for example, V1.200 or ver .59). If there is a newer BIOS available, update the BIOS by downloading the firmware (software) from the modem manufacturer's bulletin board service (BBS) or CompuServe Information Service (CIS) forum if available. Some modem manufacturers have a single-chip upgrade available if the BIOS of the modem is not software upgradeable.

8. Determine whether the modem is supported in RAS.

   If it is an unsupported modem, refer to step 6 above for information about checking for the correct communication string sent by RAS from the MODEM.INF file. You can make your own section by cutting and pasting the information from a related modem section with your own section heading (such as [my modem]). This method is not supported, but it may be the only way RAS can communicate with your modem.

Common Error Messages in RAS

Error 615:

When you use RAS in Windows for Workgroups 3.11, you may receive the message "Error 615: The port was not found." This error can occur when the Remote Access Phone Book file and the current Remote Access configuration are inconsistent. If you have changed your communications equipment (for example, your serial port or modem), be sure to reconfigure RAS. (For more information, see "Reconfiguring Remote Access" in the online help file.) If the error persists, remove and re-create the affected Phone Book entry or reinstall RAS. The Remote Access Phone Book (RASPHONE.PBK) is in the Windows subdirectory.

Error 640:

The message "Error 640: A Net BIOS error has occurred" is generated when the modem does not negotiate the connection correctly or when the line is noisy. Set the modem to a lower initial bits-per-second (bps) speed, and then dial again. (For more information, refer to "Setting Modem Features" in the online help in RAS.)

If reducing the modem speed does not correct this error, RAS is probably running out of conventional memory to set up its session. RAS uses conventional memory (about 90 kilobytes [K]) without being in the Answer mode as the server. With RAS set up as the server and in Answer mode, RAS uses about 120K of conventional memory. You may want to clean boot to see if you can make more conventional memory available. Most RAS NetBIOS error 640 messages occur when your system has less than 500K free conventional memory at MS-DOS before starting Windows for Workgroups. Remove any terminate-and- stay-resident (TSR) programs and other network drivers to determine whether more conventional memory solves the problem.

NOTE: Having the NET START command in the AUTOEXEC.BAT file and IFSHLP.SYS in the CONFIG.SYS file are required to run RAS.

For more information on Error 640, query on the following words in the Microsoft Knowledge Base:

   netbios and error and 640

When dialing using RAS, you may receive the message "Error 692: Hardware Failure in Port or Attached Device" even though all other communication software is working correctly. This error message is reported when RAS cannot correctly communicate with the modem. To correct this problem, you must first know the reason RAS cannot communicate with the modem. Check the selected modem for RAS with the following steps:

1. Choose the RAS icon in the Network group.

2. Choose Setup from the menu list and then choose Configure.

3. Check the device selected and the port to which it is assigned.

For more information on this error message, query on the following words in the Microsoft Knowledge Base:

   RAS and ERROR and 692

• WG0992: Updated Files for Microsoft At Work PC Fax 1.0
• WG1001: Updated SERIAL.386 Driver for Windows for Workgroups

You can find WG0992.EXE (size: 113121 bytes) 
                       , a self-extracting file, on the following

• Microsoft's World Wide Web Site on the Internet

        On the www.microsoft.com home page, click the Support icon.
        Click Knowledge Base, and select the product.
        Enter kbfile WG0992.EXE (size: 113121 bytes) 
                               , and click GO!
        Open the article, and click the button to download the file.
  
  

• Internet (anonymous FTP)

        ftp ftp.microsoft.com
        Change to the Softlib/Mslfiles folder.
        Get WG0992.EXE (size: 113121 bytes) 
  

• Microsoft Download Service (MSDL)

        Dial (425) 936-6735 to connect to MSDL
        Download WG0992.EXE (size: 113121 bytes) 
  

   ARTICLE-ID: Q119591
   TITLE     : How to Obtain Microsoft Support Files from Online
               Services