Troubleshooting Information for the Cisco DialOut Utility

Obtaining Service and Support

For information about obtaining technical assistance with your Cisco DialOut Utility, refer to the section "Service and Support" in the publication Cisco Information Packet that shipped with your product.

Troubleshooting Checklist

If your Cisco DialOut Utility is not operating properly, check the following items:

See the README.TXT file for specific information about configuring and using third-party applications and other troubleshooting information.
You rebooted the PC after installation
The modem is configured properly
The modem is capable of and configured for Class 2 faxing
The fax or communications application is configured properly for Class 2
The device with which you are attempting to communicate is operating properly
You are dialing the correct telephone number
Your password is correct
Run the Cisco DialOut Utility and watch the LEDs and their colors carefully during the problem. The actions of the lights provide useful information about the activities of the Cisco DialOut Utility. See the section "LED Colors" in the chapter "Using the Cisco DialOut Utility" for a list of the LED colors and explanations of their meanings.
Test the com port on the NAS terminal to make sure the port is not open.
The serial cables are connected and the modem power is on.
New workstations have been configured with Terminal before using a package that does not allow the user to see the commands being issued.
You are using one of the TCP/IP stacks that have been tested with Cisco DialOut Utility.

The following is a list of situations you might encounter when using the Cisco DialOut Utility. Your situation might not exactly match those listed, but there might be one that is close that might provide additional insight into the problem.

Symptom No dial tone when dialing.

Possible Cause There is a problem with the NAS's connection to the carrier or telephone system.

Recommended Action If you get a NO DIALTONE or CONNECTION FAILED message, refer to the appendix "System Messages for the Cisco DialOut Utility."

Symptom Error code greater than 1000.

Possible Cause Such codes are generated by Microsoft Winsock.

Recommended Action See your Winsock developer's guide.

Symptom Error code 69x (Windows NT).

Possible Cause The modem type is incorrect.

Recommended Action Add the correct modem. Additionally, add the modem to the remote access server (RAS).

Symptom Error Code 2: File Not Found

Possible Cause Your setup disk is corrupt.

Recommended Action Contact your Cisco representative to get a new disk.

Symptom Security failure message.

Possible Cause The username or password is incorrect, or there is a problem with the AAA service.

Recommended Action Re-enter the username and password. Verify the NAS is working properly, or contact your service profider.

Before You Contact Support

If you have checked all the above items and still need to contact support, make sure you have taken the following steps:

Write down your hardware platform, operating system version, type of TCP/IP protocol stack you are using, version of Cisco DialOut Utility you are using, the name of the fax or communications application you are using, and a short description of the symptoms.
Provide the support personnel with a copy of your SETUP.LOG file.
Do not remove the Cisco DialOut Utility software. Cisco support engineers might ask if you can duplicate the problem. If you remove the software, you will have to reinstall it. This will delay resolution of the problem.
Try to determine if there is a simple way to reproduce the problem. To help narrow the focus of the support call, write down the name of the communications package you are running and the activities you were performing.
Try to be as precise as possible. What operating system, what communications package, what activities, and so on.
If the system worked one day but does not work the next, make sure that nothing else in the environment changed.

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