Dell sent a modem I cant identify

Question

Dell recently replaced my system due to hardware problems and sent a new system that wasn't configured the same as my old one. My old system had voice/fax modem and new one was not voice capable. Now they sent me a new modem which installed ok but is not recognized by my fax software. Dell is not wanting to help saying the hardware is fine and this is a software issue. The new modem has Intel chipset but I can't identify the manufacturer. Came in a generic box with the following numbers:  X2749 MDM,v.92,DFAX,INT,DON,DAO. There are numerous numbers on the card but none that appear to identify the manufacturer. I've used several of the numbers to search the knowledgebase with no results. All I ask from Dell is to help me get this modem working with my original software or provide software that will work with this modem. I'm already talking to an escalation manager becauseof the other issues that required my system to be replaced. Any ideas?

BigBrother · Answer

Hickey,

If it is an intel chipset on the modem, it is most likely the Intel 537e modem. The driver can be downloaded from this link:

http://search.dell.com/results.aspx?cat=sup&subcat=sup/dyd&c=us&l=en&s=dhs&cs=19&k=R107112.EXE

Instructions for installation can be found at this link:

http://support.dell.com/support/topics/global.aspx/support/kb/en/document?dn=1091699&l=en&langid=1&c=us&cs=19&s=dhs

Steve

Hickey · Answer

Thanks,   I downloaded that driver but still no luck. The chipset is Intel 537EP. I believe the modem is installed properly and may(?) even have the proper drivers loaded. The problem is that when I try to configure my fax software (Classic Phone Tools) to use the modem, I get the following error: 'Your device has been detected but could not be identified. Click 'Next' to choose your device from a list.' When I click next, I get a list of manufacturers and modems for each but have no idea which one to select. I've been trying one at a time but haven't had any success yet getting it to work. I'm not sure the software is compatable with this modem.

BigBrother · Answer

Hickey,

If you query the modem through modem properties, does the modem respond? Can the modem dial out using Hypertrm? If so, then the modem is working correctly.

Not all models of Dell's modems will function with BVRP Phone Tools. If all that you need is fax capability, you can use the fax software which is included with Windows XP.

Steve

Hickey · Answer

Yes to both tests. Responds to query and can dial out using hyperterm. I figured the modem was ok. And no, I dont use just fax. That's why I had them replace the data only modem with data/voice. They send me a modem that's not compatable with my software and didn't send me software for this modem. And they can't help me because its a software issue. Grrrrrr! I would think they would have software I could download for this modem, but not knowing what kind of modem it is makes things kind of difficult to do a search.

BigBrother · Answer

Hickey,

It is an Intel 537EP modem. The Dell OEM version of BVRP software is not compatible with this particular Intel modem. BVRP does have a support phone number if you would like to check with them. It is 303-450-2810.

Steve

Hickey · Answer

I'm a little confused. While researching this problem, I came across this page at Intel: http://www.intel.com/design/modems/support/drivers.htm   According to intel, they do not manufacture modems. Only the chipsets. They say contact the manufacturer. That's why I've been confused about who actually manufactures this modem.

Hickey · Answer

If Dell supplies this modem, they must supply software that supports it. Do you have any idea what application they use that supports it so that I may request it?   Thanks

BigBrother · Answer

Hickey, To support faxing, you can use the Fax software built into Windows.  Steve

Hickey · Answer

I need voice capability. That is not provided in Windows. So... I decided  to email Dell and press the issue to see if they could send me software for this modem. They called me today  and said that they had actually only sent me another data/fax modem without voice capability. They said that since the architecture of the Dimension E510 they sent me is different than my old Dimension 4550, the new system did not support any available data/fax/voice modem. Does this sound right? PCI architecture is PCI architecture. Why would a system with a PCI slot not support any PCI device you plugged into it? I cant believe there is no voice capable modem that will work on a Dimension E510!

Networking, Internet, & Bluetooth

Dell sent a modem I cant identify

Was this post helpful?