Common Connection Errors / Solutions

Error 630: The port was disconnected due to hardware failure

There may be several causes for this error. Please try the troubleshooting steps below to resolve this issue:

A. Verify modem connections

NOTE: If you have an external modem make sure that it is turned on and the communications cable is securely connected. Also, verify that the phone cord is in good working condition.

1. Check whether the phone cord is connected securely from the wall jack and that the other end is plugged into the modem where it reads Line, L or Wall.
2. Disconnect all other shared devices (answering/fax machines, etc.) before attempting to connect.

B. Check voice mail service

NOTE: Most voice mail services set a stutter tone when mail messages are either waiting to be heard or haven't been cleared yet from the mailbox. This can result in the modem not receiving a dial tone when initially activated. Clear the messages and try connecting again.

C. Configure modem and remove any invalid initialization strings.

If your modem is not configured correctly, you will not be able to connect to the Internet. Complete the following steps to check your modem configuration:

1. Click the Windows Start button, point to Settings and select Control Panel.
2. Double-click the Modems icon.
3. Select the Diagnostics tab.
4. Click on the Com Port listing your modem.
5. Click on the More Info button.
6. If your modem is configured correctly, it should display port information. Click OK to exit.

   Note: If you receive an error message you will need to configure your modem. This may require you to reinstall your modem drivers and/or configure your modem settings. If this is the case, you should contact your modem or computer manufacturer for information on configuring your modem. If you are on a LAN (Local Area Network), contact your Network Administrator for assistance.

7. Double-click the My Computer icon on your desktop.
8. Double-click the Dial-Up Networking icon.
9. Click once on the NetZero icon to highlight it.
10. From the File menu, select Properties.
11. Select your modem from the Connect Using drop-down menu.
12. Click OK. Close all windows before attempting to dial NetZero again.

D . Uninstall and reinstall your modem

Sometimes simply uninstalling and reinstalling your modem can resolve connection difficulties.

To uninstall your modem:

1. Close all programs that might be using your modem.
2. Click the Windows Start button, point to Settings and select Control Panel.
3. Double-click the Modems icon.
4. Select your modem from the list and click Remove.
5. Click Close.

To reinstall your modem:

1. Shut down and restart your computer.
2. When you restart your computer, Windows will automatically detect your modem and launch the Add New Hardware wizard.
3. Follow the wizard's on-screen instructions to reinstall your modem. If Windows cannot find the necessary drivers for your modem, please contact your modem manufacturer.

E. Contact modem manufacturer or OEM

If the problem still remains unresolved, please contact your modem manufacturer.