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PLEASE NOTE: DataCruz's system will disconnect you if you have been connected for 12 consecutive hours, or if you have been "idle" (i.e. not sending or receiving any data) for 20 minutes. In either case, you are welcome to reconnect again. Being disconnected by DataCruz's system for either of the above reasons does not constitute any sort of problem that you need to troubleshoot, so if you believe you have been disconnected for one of these reasons, please disregard the rest of the information on this page.
Realistically, it is almost impossible to avoid the odd unexpected disconnection. If you begin to experience frequent disconnections , please consider some of the factors which can cause this:
- Inadequate telephone line quality for high speed data transmission
- Modem's inability to successfully compensate for noisy line conditions
- The modem initialization string used when connecting to the Internet
- Noise generated by telephone/fax equipment sharing the same telephone line.
Here are some basic points that may help in diagnosing the problem:
- Disconnections may be caused by momentary loss of DTR (Data Terminal Ready). By default, most modems respond to a loss of DTR by disconnecting. With U.S. Robotics and most other modems, adding S25=200 to your modem initialization string should help. This command extends the duration, in hundredths of a second, that DTR must be dropped before the modem disconnects. This is so the modem does not interpret a random glitch as a complete loss of DTR. (Default is S25=20 on most modems). Using these settings may effect the ability of the modem to disconnect in the event of call waiting.
- A similar possibility to the one above is that the modem cannot effectively distinguish between a momentary loss of carrier and a true disconnection by the remote modem. Add S10=100 to your modem initialization string to extend the duration, in tenths of a second, that the modem waits after loss of carrier before it disconnects. (Default is S10=7 on most modems). Using these settings may effect the ability of the modem to disconnect in the event of call waiting.
- If you have Call Waiting and a call comes in while you are connected to DataCruz, your modem might interpret the 'incoming call' signal as a disconnection or unrecoverable loss of DTR. Dialing *70, and then the phone # for your account will disable Call Waiting while you are connected to DataCruz. Once you disconnect from DataCruz, Call Waiting is automatically reactivated.
 | Internet Call Manager is a program that notifies you of incoming phone calls while you are connected to the Internet. Click here for more information. |
- Another common cause of disconnects is incompatible modem configurations. While no model of modem is completely compatible with every other model, there are a few things that you can do to increase overall compatibility:
Firmware and Software Drivers: Be sure to check with the modem manufacturer periodically for firmware and software driver upgrades. Do not assume that just because your modem is new that it contains the latest firmware and software drivers.
Recommended Initialization String: Adding a recommended initialization string to your modem's configuration will make your connection stronger in most cases. Check your modem's instruction manual or with the manufacturer for a recommended initialization string.
Baud Rate: Try lowering the Baud Rate (AKA Port Speed) that your modem uses to communicate with your computer. Having this set to anything higher than what is necessary usually results in excessive data being sent to the modem, causing it to overflow and possibly disconnect.
- Check your phone cable (and jack) for visible defects. Or better yet, try replacing the phone cable with a brand new one. A medium length Category 3 telephone cable can be purchased from most electronics stores at a reasonable price. Also, if you have an external modem, make sure your modem's serial cable connection is snug and secure and is also free of visible defects.
- If you have any telephone or fax equipment sharing the same phone line or extension jack as your modem, try disconnecting it to see if that improves the situation.
Note: DO NOT use devices that allow you to connect your phone cable to an electrical outlet or power bar. Also, keep the phone line at least three inches away from other electrical cords, extension cords, printer cables, etc. Inductance from electrical lines and radio transmitters wreaks havoc with phone lines. Also, avoid using phone splitters of any kind.
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