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> Modem Issues... <
 
 

The site controller displays "port not found" for the modem.

The site controller is unable to transmit a very large file to the takecall system.

A new PC displays a "modem not found" message even though the modem is set up correctly.

The SCís modem has connection problems.

The debug message "modem XHOLDEMPTY timeout!" is displayed.

Which modems are compatible with the Site Controller?

When the SC makes a call to the Takecall system it logs "no answer from host [name]"

How do you...

How do you remotely tell what version of RVM software is installed?

How do you send a file to a Site Controller?

How do you remotely change AUTOEXEC.BAT or CONFIG.SYS?

How do you make a SC dial a number that is not in the "call list"? This is useful if the phone number was set incorrectly.

How do you configure the SC to dial a "9" to make a call.

How do you disable scheduled calls?

How do you remotely copy or delete a file on the SC's hard disk?

How do you remotely change/add an RVM parameter?

How do you remotely tell if the PC is in Ďturbo modeí?

How do you remotely view an RVMís counters table (total counts)?

How do you remotely clear the barcode tables?


The site controller displays "port not found" for the modem.
[added 7/7/06]  Edit sc_ctrl.prm and put a ";" in front of MODEMBAUDRATE to fix the problem.

The site controller is unable to transmit a very large file to the takecall system.
[added 8/19/05] Send a technician to the site with several blank floppy disks. Exit the SC program (press F10). From a DOS prompt type "cd\tohost" and press Enter. Insert a floppy. Type "pkzip -& a:filename Q*" (replace "filename" with an appropriate filename such as kk11 for kingkullen 11). Press Enter. This will create a compressed zip file on the floppy disk containing the RVM accounting data stored in the Q files. Pkzip will prompt you to insert another disk if it won't fit on a single disk. When done, type "Dir a:" for each floppy to make sure a zip file was indeed saved to the floppy. If so, make sure you're still in the c:\tohost directory, then type "del *.*" and press Enter to delete all files from c:\tohost. This will allow the site controller to call in data again. Reboot the site controller to run the site controller program.

A new PC displays a "modem not found" message even though the modem is set up correctly.
[updated 4/3/06] The CMOS setup may need to be changed on certain PCs such as prevent an IRQ 5 conflicts between with the modem:

  • Make sure the MODEM parameter in SC_CTRL.PRM is set to the correct COM port (typically, set MODEM=9 for the standard Zoom internal COM3/IRQ5 modems).  Verify the modem jumpers are set up correctly (COM3/IRQ5/non-PNP OS).

  • Run the CMOS setup program. 

  • On Hewlett Packard PCs, select "Integrated peripherals" with the arrow keys and press Enter. Set Sound Card (sometimes called AC97 audio) to disabled.

  • On Trademark PCs, select the PNP/PCI CONFIGURATION menu, set PNP OS Installed to NO, set Resources Controlled By to Manual, change the IRQ and DMA addresses for interrupts IRQ5, IRQ7, IRQ14 and IRQ15 to to Legacy ISA, all others should be set to PCI/ISA PNP.

  • Disable any onboard MIDI port, game I/O port, USB port.

  • If the SC is still unable to find the modem, try changing the modem's jumpers to use COM1 or COM2 (don't forget to set the modem parameter in SC_CTRL.PRM to match the COM port).

When the SC makes a call to the Takecall system it logs "no answer from host [name]".
[updated: 9/8/99] This message can be misleading. It may indicate that the Takecall system never answered the call, in which case there may be a problem with the Takecall system. More likely, however, it indicates that Takecall did answer, but the SCís modem didnít connect to the Takecallís modem within 50 seconds. This could be indicative of poor phone line quality. When the modem does connect, is the connect speed low (9600 baud or less?), if so, this indicates low line quality. Try using a different phone line. Make sure the correct phone number is being called by the SC (see SC_CTRL.PRM). 

Try using a generic modem setup string by setting MODEMTYPE=EMPTY in MODEM.INI (requires SC1500 ver 1.37 or later) and requires a SETUP=AT entry under [EMPTY] in MODEM.INI.

It is also possible that the store's phone lines are programmed to not allow 800 numbers. To test this, force a toll call.

The SCís modem has connection problems.

  • If a Zoom 33.6 or faster modem is installed, the Site Controller must be running version 1.26 (SC1500)/2.45 (SC2000) or later.

  • Make sure phone line is plugged into modemís LINE jack, not the PHONE jack. This is very important for Fastcomm modems. 

  • Check the phone numbers in SC_CTRL.PRM to make sure itís configured to call the correct host(s). 

  • Force a call to a different takecall system to see if the problem is on the takecall side. 

  • Swap modems. 

  • If the takecall system has an alternate number, have the SC call that number instead. 

  • Try using a generic modem setup string.

  • more info

How do you remotely tell what version of RVM software is installed?
[added 2-3-00] Use MUSTATUS / RVMStatus to call the Site Controller. From the File menu, select "view remote file contents" then enter "~dir cf1500.img" in the entry box. After a few seconds, the size and timestamp of the file should be displayed.
For speed, add the line "~dir cf1500.img" to the MUSTATUS.KEY file, then simply press F9 from the above entry box and select the line out of the choices given.

How do you send a file to a Site Controller?

Compress the file(s) into a zip file with the filename siteid.zip (substitute the actual 6-digit site id in the file name)

  • Copy the zip file to the \data\tosite directory of the networked takecall PC.

  • Use MUSTATUS to call the Site Controller and force a call back to your location. 

  • When the SC calls in, it will pick up the zip file based on itís site id. The file will be unzipped and automatically by the Site Controller and the resulting file placed in the \CF1500 or \MU2000 directory, as appropriate.

    How do you remotely change AUTOEXEC.BAT or CONFIG.SYS?
    Send the new file(s) to the Site Controller, they will automatically be placed in the \CF1500 or \MU2000 directory, as appropriate.
    Use MUSTATUS to copy the files to the root directory (select Ďview remote file contentsí and type Ď~copy autoexec.bat \í, press Enter, then Ď~copy config.sys \í, press Enter.

    How do you make a SC dial a number that is not in the "call list"? This is useful if the phone number was set incorrectly.
    Call the site with MUSTATUS, go to "View remote file contents", press F9, select "~CALLME:F,HOSTPHONE=num", where num = your Takecallís phone number. The machine will indicate that it was unable to upload the remote file (this is normal).
    You may want to add this line to your MUSTATUS.KEY file so that you donít have to type it in ever again; next time simply press F9 and select it from the list.

    How do you remotely clear the barcode tables?
    Add the following 3 lines to the MUSTATUS.KEY file if they arenít already there:
    ~rvmmsg:0,delete:01
    ~rvmmsg:0,delete:06
    ~rvmmsg:0,delete:07

    Call the site with MUSTATUS, go to "View remote file contents", press F9, select one of the following:
    ~rvmmsg:0,delete:01   to delete the can barcode table
    ~rvmmsg:0,delete:06   to delete the glass barcode table
    ~rvmmsg:0,delete:07   to delete the PET barcode table

    The machine will indicate that it was unable to upload the remote file (this is normal).
    Barcodes must now be reloaded to the RVMs!

    Which modems are compatible with the Site Controller?
    The modem must not be a "winmodem". It must be an internal ISA (not PCI) modem that can be configured for COM 3/ IRQ 5.

    Note:  CF1500 SC's allow modems to be configured for COM1 or COM2 as well.

    Note that modems 33.6K baud and faster require SC1500 ver 1.18/ SC2000 ver 2.41 (or later versions). Modems that have been tested with the Site Controller:

    • Zoom: 14.4, 28.8, 33.6 (model 2805), V34i plus model 2834, 56K (model 2919)*

    • Supra: 28.8

    • Fastcomm 9600

    *preferred

    The debug message "modem XHOLDEMPTY timeout!" is displayed.
    This will occur if the modem isnít ready to accept a character from the Site Controller within 3 seconds. This indicates a serious hardware error with the modem; the SC will be unable to send or receive phone calls. Turn the SC off and make sure the modem is fully seated and the jumpers are properly set for the appropriate COM port and IRQ (usually COM3 / IRQ 5). If the problem reoccurs, replace the modem.

    How do you remotely copy or delete a file on the SC's hard disk?
    Create the file SC.CMD. Add the line:
    CopyFile source dest
    or
    DeleteFile filename

    Send this file, SC.CMD to the Site Controller. Use MUSTATUS to call the SC and force a call back to your location. When the SC calls in, it will pick up the zip file based on itís site id, then apply the commands in SC.CMD.

    How do you remotely change/add an RVM parameter?
    [updated 1/29/03]
    Create the file SC.CMD. Add the line:
    SetRvmParameter parmname=value  ;comment

    for example:
    SetRvmParameter DIV_TIMEOUT=200 ;Diverter timeout (x 10ms)

    This will set every RVMís DIV_TIMEOUT parameter to 200. To just change one RVMís parameter, specify the RVMís serial number:

    SetRvmParameter [030120] DIV_TIMEOUT=200 ;Diverter timeout (x 10ms)

    You can use as many lines as you want in SC.CMD. Send this file, SC.CMD to the Site Controller. When the SC receives the file it will apply the commands in SC.CMD.

    Note: you may want to also make the change in PARMS.TBL if this parameter can safely be set to the same value for all RVMs (or change the appropriate PARMSDIF.* file otherwise) and send this file along with SC.CMD. This will prevent the parameter setting from being reset to the default value if someone runs SCSETUP on site.

    How do you disable scheduled calls?
    Edit SC_CTRL.PRM, add a ";" in front of the SCHEDULEDHOST line.

    How do you remotely tell if the PC is in Ďturbo modeí?
    Call the Site Controller with MUSTATUS. Issue a Ďreboot site controllerí command, then hang up. Wait 30 seconds, then call the SC and view the remote history log. Look near the end for "Speed calibration xxxx". If xxxx is less than 800 (for a 386 PC), the turbo switch is probably not pressed. Click here for the proper procedure to enable turbo mode.

    How do you remotely view an RVMís counters table (total counts)?
    Run MUSTATUS, select "view remote file contents" to look at "UPLOAD\SerNo02.ULD", where SerNo = 6-digit RVM serial number. 

    How do you configure the SC to dial a "9" to make a call.
    Add the following line to MUSTATUS.KEY: ~CALLME:F,HOSTPHONE=9,,18002759779", where 18002759779 is the number of your takecall system. Call the site with MUSTATUS, retrieve and save the SC_CTRL.PRM file. Hang up. 
    Edit SC_CTRL.PRM, add "9,," prior to each phone number on each "HOST=" line. Zip SC_CTRL.PRM into the takecallís \data\tosite\SITEID.ZIP (use the actual site id for "SITEID"). Call the site, go to "View remote file contents", press F9, select "~CALLME:F,HOSTPHONE=9,,...". The machine will indicate that it was unable to upload the remote file (this is normal). Hang up. The SC will then call your host and pick up the new SC_CTRL.PRM file.  

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              page last updated: 11/27/13 10:37 AM