ERROR: 692 Hardware Failure or Modem not responding

ERROR: 692 Hardware Failure or Modem not responding - replace connector

Document number: 39019

If you get Error 692 Hardware Failure in port or attached device or Error 692 Modem not responding and you are using a connector (other than just the phone cord) between the modem and the phone jack, the problem could be with the connector. For more information on these terms, see the definitions section below.

If your modem tester gets a green light when plugged directly into the phone jack you do not need a connector. For information on when you do need a connector and choosing the proper connector, see Eureka! document 55030 — Your Modem Tester.

FOLLOW THE NEXT INSTRUCTIONS ONLY IF YOU HAVE ALREADY TESTED THE PHONE LINE WITH YOUR MODEM TESTER AND HAVE GOTTEN A GREEN LIGHT.

Remove the connector. Plug the modem in using just the phone cord from the modem to the phone jack.

If the modem works correctly when you are not using a connector then the problem was in the connector you were trying to use.

If you need to use a straight-through connector be sure it is the one labeled for that purpose.
The standard PeopleSoft build comes with an unlabeled connector intended to join two network cords. If you use it to connect to your modem you will get error messages.
If you are using the correct connector but it is not working correctly, replace it or try a longer phone cord.

If you continue to get the same error determine whether the phone line you are using has "distinctive dial tone service". Distinctive dial tone service is offered with a variety of answering services to alert the subscriber to the existence of messages. The modem may not initiate because it does not recognise the "distinctive" dial tone as a dial tone. If the phone line you are using has distinctive dial tone service then clearing the messages or turning off the service should restore normal dial tone and should allow you to dial out normally.

If your are not using a connector and the phone line you are using has a normal dial tone then the error you are getting is most likely due to the failure of your PCMCIA or internal modem. To solve this, you will need to have your modem replaced. For information about having a computer peripheral repaired or replaced, click here for document 75021 — Fixing a computer peripheral.

Definitions

phone jack - your phone jack is where your phone plugs into - it is usually on a wall. For the purposes of testing your modem unplug any telephones, answering machines, fax machines or other equipment from that phone jack so you can plug the phone cord directly from the phone jack to your modem.
phone cord - the phone cord is the flat plastic coated wire, about six feet long. It has plugs on either end - one fits into the jack on your modem, the other into the phone jack.
phone plug - this is the little plastic piece on each end of the phone cord.
connector - a connector is a hard plastic piece about one inch long. Each end of the connector has a place for a phone plug. It should have a label with a picture of wiring that is straight.If the label has a picture of wiring that crisscrosses then use it only if your modem tester indicates you need it to correct a wiring problem. If it does not have a label, do not use it with your modem. The unlabeled connector that comes with the standard PeopleSoft build is intended to connect network cords.
modem tester - The part of your Road Warrior kit you use to check whether the phone jack is analog or digital and properly wired. If your phone jack is safe for the modem you will get a single green light.

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