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2721-GFAX Controls CDEV - UM Fax Back Document # 2721
What to do... GlobalFax Controls Control
Panel Reports "Unknown Modem"
Introduction:
The following document provides information about what to do when your GlobalFax Controls control
panel reports "Unknown Modem." Please note that if you are using GlobalFax 2.6.5 with an Apple
iMac, older (beige colored) G3 desktop/minitower or a G3 PowerBook then you should refer to document
#2820, What to do... GlobalFax Controls Control Panel Reports Unknown Modem.
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LOBAL

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ILLAGE
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If you see the message "Unknown Modem" show up in your GlobalFax Controls control panel, follow
the troubleshooting steps below:
1. Ensure that you have either installed a Global Village TelePort 56 Internal modem or are using an
external TelePort USB 56K modem. No other modem is supported with GlobalFax 1.0.5.
2. Internal: Ensure your modem is correctly installed as per the instructions included in the Installing
the TelePort Modem section of your TelePort 56 Users Guide and that in the GlobalFax Controls
control panel the Internal Modem port is selected.
USB: Make sure it is securely plugged into one of your USB ports, and be sure that in the GlobalFax
Controls control panel the TelePort USB port is selected. If TelePort USB does not show up as a
port option, then skip to section of this document titled Isolating System Software and GlobalFax.
2. Click on the Modem Reset button in your GlobalFax Controls control panel.
If the GlobalFax Controls control panel no longer says Unknown Modem, then the modem and
modem software are fine. If Unknown Modem still shows up, then continue to the next step.
3. Quit any open applications and restart your computer.
4. Open your GlobalFax Controls control panel, and click on the Modem Reset button again.
If the GlobalFax Controls control panel no longer displays "Unknown Modem", then the modem and
software are fine. If the GlobalFax Controls control panel still displays "Unknown Modem" and youre
sure youre using a Global Village TelePort 56 Internal modem or an external TelePort USB 56K
modem then there is something wrong with your modem and you will need to replace or repair your modem. What to do... GlobalFax Controls Control Panel Reports
"Unknown Modem"
page 2 of 2
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Isolating System Software and GlobalFax
By isolating to just GlobalFax software and your Apple System Software, you are eliminating any 3rd
party software components that might be causing a problem.
1. Click on your Apple menu, choose Control Panels and select Extensions Manager.
2. Click on the Selected Set pop-up menu and choose Mac OS (your OS version) All. Click the
Duplicate Set
button at the bottom right, name your new set Global Village + Apple only, and
click OK.
3. Use the following table enable the Global Village extensions and control panel (System Components)
in the Extensions Manager.
Control Panel
Extensions
GlobalFax Controls
Global Village Toolbox
GlobalFax
GV Address Book Engine
PowerMac G3 Modem
SerialShimLib (USB only)
USB TelePort Modem (USB only)
4. Close the Extensions Manager. Click on the Apple menu and select Chooser. In the Chooser,
confirm that AppleTalk is set to Inactive.
5. Restart your computer. After restarting, the only software that will be enabled is Global Village and
Apple System Software.
6. Open your GlobalFax Controls control panel, make sure that the TelePort USB port is selected
and click on the Modem Reset button again.
If the GlobalFax Controls control panel no longer displays "Unknown Modem", then the modem and
software are fine. If the GlobalFax Controls control panel still displays "Unknown Modem" and youre
sure youre using a Global Village external TelePort USB 56K modem then there is something wrong
with your modem and you will need to repair or replace it.