Q. Why do I need to read this FAQ?
A. If you own a Compaq and are experiencing connection problems, such as intermittent disconnects, or the inability to connect at all, you need to call Compaq and ask for a Compaq SoftPaq Update #SP8897 or #SP9451 and the UART fix. These are KNOWN Compaq problems in most Presarios with Rockwell 56K modems. The problem occurs during the first five minutes, as connection speeds are finalized. The chips on the modem, (called a chipset) are manufactured by a large company called Rockwell. it is this Rockwell chipset that causes the problem. As Rockwell only manufactures the chips, Compaq claims the right to be the sole provider for support on these issues, therefore we are legally unable to help you fix problems with Compaq modems.

About the Compaq Presario

Q. So my Compaq is broken?
A. Not broken, but Compaq has admitted that there are two system flaws (both updateable by software) in their Presarios. Flaw #1 involves the Rockwell chipset that was mentioned earlier. Compaq has released upgrades, called Compaq SoftPaqs, which fix a broad range of models. These Softpaqs fix most Compaq problems.

Flaw #2 is more severe. In computers, there is a chip that controls high-speed serial connections called a 16550 UART. Some Compaq models incorrectly report this chip as an 8250 UART, which can severely impact or disable high speed connections. To see if you have this problem, you must contact Compaq and have a support representative check out your computer. The UART fix is easy, and requires only a few Windows tweaks.

Q. When I call, the modem dials, screeches forever, then disconnects!, or I get disconnected 5 minutes into my call!
A.This "screeching" is called a handshake, and it is where modems identify their capabilities to each other and attempt to make the best connection possible for the current phone line conditions. Unfortunately, the modem Compaq puts in its newer models is called a Rockwell HCF or HSV modem, commonly referred to as the "56K modem without an upgrade" These modems are known to either fail to connect most of the time, or will disconnect sporadically about 5 minutes into the call. Compaq is still working out the bugs with this modem by releasing software updates called SoftPaqs. If this problem does not seem to affect you, we do not recommend that you make any changes to your configuration.

Q. I get online, but then I can't go anywhere or do anything!
A.: This has many causes, but for a Compaq user it is most likely due to the Rockwell HCF. What happens is, the connection establishes, usually at a very high rate, but then it ceases to function. You'll stay connected, but it is a 'dead" connection. Data is not being sent. This too is a known side-effect of the Rockwell chipset modems installed in Compaqs. Upgrading your Compaq with the proper these Softpaq should lessen the impact of these problems, or make them go away entirely.

Q. My modem worked fine until today/last week/last month, now it does not!
A.: This also has many causes. Usually, it's just a glitch in your operating system, or a setting you have changed on your computer. Sometimes, turning the computer off for a few minutes, theb back on again will cause the modem to reset itself.

Q. Why do you keep referring me to Compaq? I thought I had unlimited support!
A.: You do have unlimited support. However, that support does not include problems that we cannot legally troubleshoot. Compaq has asked to be the sole contact on any SoftPaq or UART fix requests. Asking Connect support to fix your Compaq could violate your warranty. Since the problem is invariably due to the modem itself, we believe that is an issue that Compaq, being your warranty provider, should be responsible for fixing.

Q. What can you do for me?
A.: We are happy to provide the latest information to keep you informed. We can also direct you to the latest resources (like Softpaqs) that you otherwise would not know about. We also constantly upgrade our equipment so that the effect of incompatibilities is lessened. Already many "trouble machines" are experiencing wonderful connect rates. Unfortunately, the Rockwell chipset modems are not cooperating thus far.

Connect is glad to credit your account time spent getting your machine in working order, or for time spent where you cannot access the Internet. If you have any additional questions or comments about 56K service, check out 56K.COM or contact Connect

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