Dial-Up Locks Up Computer - Intel 537EP URGENT

Question

Dimension 3000, Intel 537EP modem, straight dial-up (no ISP frontend), running XP Home SP2, with bundled McAfee.   After switching users OR on re-boot/power up, at least 50% of the time when I try to connect to my ISP via dial-up, the entire computer freezes solid.  Have to unplug the CPU to shut down (Ctrl-Alt-Del does not work).  Even then, subsequent attempts to use dial-up causes solid freeze. Unplugging the modem phone line and waiting several minutes to try dial-up sometimes ends problem, but recently this won't help either.  Last night I had to delete and re-establish my dial-up connection in order to connect to the internet... after 6 hours of attempts.  I've confirmed it's not ISP-related (same dial-up used on 2 other computers in the same house with no problems).  I initially suspected McAfee, and uninstalled the Privacy Service.  That did not help.   Running AdAware, Norton AV, have done all scans (TrendMicro, Panda and Ewido), and have no trace of spyware or virus activity. Do not see any odd activity in Task Manager or heavy CPU usage.  Computer received in 12/2004.  This should NOT be happening!  It's a horror.   Checked Intel driver version last night... seems current?!?  Version 2.15.36.2   I really need some expert assistance with this problem.  If I allow the computer to remain running and do not swtich between users, I am fine.  Otherwise I spend HOURS trying to connect, having to hard power-down (yanking plugs!), which is NOT ideal.   Thanks, pieper

BigBrother · Answer

pieper4,

You can force a system shutdown by pressing and holding the system power button. You do not need to "pull the plug".

Your symptom points to a failing modem. You can use Dell's OSTT to troubleshoot your modem as "Modem Fails To Function". You can further select that the modem will not connect during the process. You can find the Dell OSTT at this link:

http://support.dell.com/support/topics/global.aspx/support/dsn/en/entry?c=us&cs=19&l=en&s=dhs

Steve

BigBrother · Answer

pieper4, The OSTT link is Dell's 'One Stop Troubleshooting Tool'.  Select the option for modem does not function, and then select your modem, and use the OSTT steps to identify your problem and lead you to a solution.  Troubleshooting is a step-by-step process.  A side thought with regard to your problem -- McAfee has been known to cause connectivity problems.  Try uninstalling McAfee software from your system.  You have to uninstall the anti virus first and then you can uninstall the rest of the McAfee Security software.  If this resolves your problem, you can use a different anti virus software such as Norton or even AVG (which is free).  You can use the firewall software which is built into Windows (also free). Steve

pieper4 · Answer

Hi, Steve...   Thanks for your response, however I cannot locate anything on the Dell knowledge base (using your link) that seems to apply.  This machine had SP2 pre-installed, and DOES connect to my ISP most times (contrary to the only KB article I could locate using the phrase 'modem fails to function' dealing with SP2 firewall).  Additionally, I don't use my ISP's front-end... it's a straight dial-up through Network connections where I simply enter the access number and userid/password -- no installed ISP program.   So I cannot add the ISP program to the firewall thru Control Panel, Security, Applications.  But the other unused, but installed ISPs *are* listed there.   Can you please point me more precisely to this OSTT information you mention, via html link?  I'm sorry, but I am not locating anything useful for my situation.   Thank you, pieper

pieper4 · Answer

Steve,

I hate to be a dolt, but that link takes me to "Dell Solutions Network"... which is where I've been unable to find anything of use after entering my service tag #. Perhaps I'm missing the most obvious of things there... I don't know. I read everything I could find using keywords "modem fail function" (combined and separate keyword searches) with and without selecting my OS. Nada. I did, however, find a "Modem Helper" program (Dell's?) installed in Programs, which I ran and it determined: "unresolved software configuration issue", stating the hardware is working, but a software issue exists that Modem Helper cannot fix. Result code 85. I then ran the diagnostics through Windows (via device manager, properties, troubleshoot) which provided one suggestion - disable the "wait for dialtone before dialing". I've done that, but I won't know immediately if it has any impact on the problem since it's intermittent...

My gut tells me it IS related to McAfee's Security Center. If you search my previous posts here, you'll see that I posted back in May about my suspicion of this product, and uninstalled the Privacy Service as a result. One of the reasons I have this computer was that it came with 18 months' FREE anti-virus protection. Not 18 months' FREE problematic anti-virus protection! I already run Norton on the other 3 computers in my home plus 3 in my office, and have never run into this kind of hassle with Norton. Mind you, I also run AdAware, ZoneAlarm, SpyBot and numerous other protective products with nary a problem. I suppose I just want: A) a working computer which connects to the internet without innumerable power-downs, and B) the free antivirus support I was promised (from McAfee/Dell), but will end up forking over another $30 to Norton if this continues. Do the PTB @ Dell know of this conflict? If so, are they offering remediation to customers? (like the cost of replacing McAfee... ha!) BTW... this machine is less than 7 months old.

I do have to thank you for informing me that I can re-boot by holding the power button in. I was not aware of this, and I'm sure it's preferable to yanking plugs!

I hope you'll have other thoughts on this problem. I'm very discouraged by the situation.

Thanks,

pieper

BigBrother · Answer

pieper4,

If modem helper reported error code 85, this error code will be important to Dell Tech Support. Complete the OSTT, checking off each step as you go and when you are done, it will give you a "journal number". Call the Dell Techies, report your problem, report that you have completed an OSTT and give the Dell Techie the journal number. This will let the Dell Techie verify the troubleshooting steps that you have completed and will help you get to a resolution quicker.

Here is the end of an OSTT sequence where modem helper reported an error code 85:

Modem Helper reports result code 85 COM port test failed after reboot.

Uninstall any third-party utilities and communications software.

Set Remote Access Service (RAS) to manual.

Clear out the startup environment in Microsoft® Windows® XP for Modem Helper.

Determine if there have been any recent hardware or software configuration changes.

Determine if the modem is damaged.

The modem has no signs of damage.

Reboot the system.

Run Modem Helper.

Modem Helper reports result code 67 COM port conflict detected.

Modem Helper reports result code 81 COM port test passed after reboot.

Modem Helper reports result code 85 COM port test failed after reboot.

Run System Restore in Microsoft® Windows® XP.

Contact Dell technical support.

Steve

pieper4 · Answer

Wow, Steve...   Wish I could find that OSTT series!  All I can find is a very generic series of troubleshooting steps, which don't lead to any such detailed result.  I did get a journal number after numerous tries to locate what you're seeing, and submitted to Dell Tech Support.  Only other communication device/program running is the Dell All-in-One printer/fax, and it's set on manual answer.  We'll see what TS comes up with, but in the past I've had horrific experience w/the service.   'Tanks, Steve... pieper

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Dial-Up Locks Up Computer - Intel 537EP URGENT

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