Technical Support

"I was disconnected from the internet  while taking an exam in ANGEL, how is this corrected?"

If you have been obtaining successful connections, without any disconnects until recently, several factors can contribute to noticeably poorer performance.

1. Outdated Modem Software
Often, updating "Modem Drivers" and/or updating modem "Firmware" can enhance performance and increase a modem's tolerance to line noise or errors as explained later in this article. Modem manufacturers are constantly working to improve the quality of connections made by their modems. To get the most out of your computer and the AOL service, it is important to maintain the highest performance possible from your modem. As new technologies are developed and bugs are discovered and corrected, modem manufacturers release updated firmware or modem drivers so customers who own one of their modems can take advantage of these fixes and/or developments. Some modems use firmware or modem drivers while other modems use both firmware and modem drivers. 

2. Limited System Resources
Software Controlled and Controllerless Modems are very dependent on system resources. It is possible that a new program or software application, recently installed on your computer, has reduced the amount of system resources available to other applications or hardware. Memory-resident programs such as memory managers, device drivers, and terminate-stay-resident (TSR) programs can cause modem connections to fail. It may be necessary to run fewer applications simultaneously, in order to get these types of modems to work more efficiently.

3. Software Conflicts
In some cases when consideration is given to pinpoint the exact time connections started getting worse, a corresponding event can be identified such as the installation of another software program. Due to the number of different possibilities, some investigation may be necessary to track down the root cause of the problem.

4. Modifications or Additions to Phone Equipment
New phone equipment in the home such as Fax Machines, Answering Machines, Additional Extensions, or Home Networking equipment may be the source of additional noise on the phone line. Testing for these problems can be as easy as temporarily removing other equipment (especially if it has recently been added) and seeing if the disconnect problems improve. (Remember when testing for problems by disconnecting other phone equipment, it is not the power supply which needs to be unplugged but the phone cord attached to the jack on the wall which should be temporarily removed.) Even the installation of additional telephone lines run through various parts of the house can be problematic if they were not correctly installed.

5. Human Interaction
In a home with multiple telephones, a person picking up another extension in the house can cause a modem to disconnect. Fax machines or other computer modems can also pick up the line and start dialing without sensing that the line is clear by listening for a dial tone. There is usually no way for the other person to know that the phone line is being used by a modem until they pick up the receiver and listen. At this point it is often too late to avoid having the modem drop the connection.

6. Call Waiting
If call waiting is enabled while you are signed on to AOL, your modem connection will be interrupted when the call-waiting signal is received. 
To turn off call waiting
1. On the Sign On screen, click Setup.
2. On the AOL Setup screen, click Expert Setup.
3. On the Locations tab in the Connection Setup window, click the number (connection) you want to edit once to select it. (The number (connection) is indented beneath the location name.)
4. Click Edit.
5. In the Edit Number (Connection) window, select the Dial [*70,] to disable call waiting check box.
6. Edit the default prefix if it is not correct, and make sure there is a comma after it.
-- You will have to edit each number in the location and make this change.
-- Typical codes are *70 for Touch-Tone service and 1170 for rotary service. Contact your local telephone company for the deactivation code in your area.
-- When you sign off and your modem hangs up the phone, Call Waiting is reactivated.

7. Noise
Modem connections are more susceptible to noise than voice communication. The original telephone lines were created to carry verbal communications. When noise interferes with the signal on the phone line, the computer's modem has trouble talking to the AOL modem on the other end. If the modem cannot be sure it is still connected because the noise is so bad, or the PC is too busy to control it, it can lose contact with the AOL service entirely, causing the modem to disconnect. Line noise, which sounds like static, popping, or other conversations on a phone line, usually indicates noise on the line. However noise that can cause problems with a modem may not always be detected by simply listening to the receiver.

Electromagnetic interference can be a factor in causing your modem to disconnect. Most residential-grade phone wiring is susceptible to such interference because of its lack of shielding. Phone lines should not run parallel to other wiring for extended distances. The phone line shouldn't pass too near digital electronics such as computers and CD players. Radio-frequency (RF) electronics such as TVs, radios, and microwave ovens as well as devices with motors such as fans and appliances are sources of electromagnetic interference. Other sources may include lights with dimmers or lights which use fluorescent bulbs and electrical appliances that use a lot of power.

Older phones can also create line noise, since they were never designed to take into consideration modem use. And poor quality phone wiring is a common problem in older houses. The wiring may have been adequate for voice phone calls, but today's fax machines and modems require higher-quality wiring.

How do I send ANGEL questions to  ECC support staff?

Your first contact for support should be your Instructor.

If there is a technical issue your instructor can't resolve we will do our best to resolve the problem for you. You can contact our support team for assistance at http://helpdesk.ecc.edu