Fri, 07 Mar 1997 17:37:49       comp.dcom.modems            Thread  289 of  436
Lines 197            x2 Information: Please Read.......     12 Responses
support@usr.com                                    Jim Thomsen at U.S. Robotics

Greetings,

By way of introduction, my name is Jim Thomsen and I work for U.S. Robotics in e
Support Department.

Since x2 has been released, many of you now have x2 related questions. I would o
take this time to answer some questions and address some issues.

First off, many of you have expressed concerns about not having received your "g
Key" for your Courier x2 modem. Since late this weekend we have been sending oud
we will continue to send out keys until they all are sent out. If you don't recr
key by the end of the week, please call 1-888-USR-XTWO to confirm we have a recr
Thread 289 of 436 (page 2):  x2 Information: Please Read.......

order.

NOTE: x2 upgrades are not available for International models at this time. We we
updating our Online Services as soon as code is available, so please periodicalk
with us for information regarding international upgrades. This also means Keys e
sent out for international modems because code is not available at this time.

We have also been receiving many other questions regarding upgrade availablity,s
supporting x2, where to get x2 connections, why x2 connections can't be achieved
the cost of x2. Below is a FAQ we have developed to answer these questions.


x2 Client FAQ (Frequently Asked Questions)


1) What products have been recently released?

As of 3/4/97, we have released 6 modems recently. The model numbers are
as follows:

        00083905 - Sportster Data/Fax external 33.6(flash upgradeable to x2)
        00084004 - Sportster Data/Fax internal 33.6 (flash upgradeable to x2)
        00126504 - Sportster Data/Fax for Mac 33.6 (flash upgradeable to x2)
        00178600 - Sportster Data/Fax external x2
        00178700 - Sportster Data/Fax internal x2
        00178900 - Sportster Data/Fax for Mac x2

The model number can be found on the same sticker that has the bar code (on the
modem and on the side of the box). Sometimes, there will be a number in the
lower right hand corner of the sticker. If that number matches one of the above
numbers, then that's the model number. If it does not, then look at the string
of characters just below the bar code. The first eight numbers are the model
number.


2) What are the latest release code dates for the above modems?

As of 3/4/97, the latest code for the above modems are as follows:

        00083905 - 12/4/96
        00084004 - 12/10/96
        00126504 - 12/4/96
        00178600 - 2/20/97
        00178700 - 2/26/97
        00178900 - 2/20/97


3) How do I figure out what my code date is?

Go into a terminal program (RapidComm, HyperTerminal, MacComCenter, ZTerm, etc.)
and issue ATI7 to the modem. Look next to where is says EPROM date. That is what
we regard as the code date.


4) I have an 83905 (or 84004 or 126504). How do I upgrade to x2?

We have made a utility called the U.S. Robotics Modem Update Wizard. That will
do the upgrading. However, as of 3/4/97, it is not available to the public. We
will be making it available as soon as it's ready.


5) I have a Courier and I'd like to upgrade it to x2. How do I go about doing
that?

We have released the SDL file that will upgrade your modem to x2-capable. That
file is located on our BBS (847-982-5092) in Directory 5 with the name
USRSDL.EXE. It is also available in the USR Forum on AOL. Once you flash the
modem with that code, read the README.DOC that was in the USRSDL.EXE file for
instructions for enabling x2.


6) I have one of your Sportsters and I'd like to know how to upgrade it to x2
and how much it will cost.

Please go to our web page at http://x2.usr.com/upgrades/index.html or, if you
don't have internet access, you can call 1-888-877-9896.


7) When will the x2 updates for the Winmodem and Sportster Voice be available?

We do not have a set date for their release just yet, but it should be within
the next month or two.


8) I have an x2 modem and I'd like to know where I can connect to get x2 speeds.

You can take a look at our list of x2-supporting ISPs at
http://x2.usr.com/leaders/index.html or you can call 1-800-525-8771 for
information. If you are an AOL member, then you can go to keyword "x2" for more
information.


9) I have an x2 modem and I'm calling into an ISP that supports x2, but I'm not
getting an x2 connect.

        a) First of all, make sure that the number you're dialing is an actual
           x2 server. Some ISPs may have a mixture of x2 and non-x2 servers.
        b) If it is an x2 server, you might want to try calling it a few more
           times. Remember that the phone company routes each call in a
           different fashion.
        c) If you've called into it multiple times and never gotten an x2
           connect, then you might want to call a different x2 number. The USR
           BBS at 847-982-5092 has x2 servers attached to it.
        d) If you do not get an x2 connect to our BBS either, then your line
           might not be capable of supporting x2. If that's the case, then see
           item f in this list.
        e) If you do get an x2 connection on the USR BBS, then there may be
           something between you and your ISP that is preventing an x2
           connection from being negotiated. You might want to contact your ISP
           and see if they've been getting reports from other customers.
        f) If you are experiencing consistent problems with x2 connections (not
           getting an x2 connection, abrupt disconnections, etc.), then you can
           call USR Technical Support (for Sportsters - 847-982-5151; for
           Couriers - 800-550-7800) or send email to support@usr.com with 0000
           (that's four zeroes) in the subject. Before you contact support,
           please dial into the USR BBS or another x2 server with a
           terminal program (RapidComm, HyperTerminal, MacComCenter, ZTerm,
           etc.), wait one minute then send +++ to the modem. When the modem
           says OK back, send ATI4I6I7I11Y11 then hit return or enter. Then type
           ATH and return/enter to hang up. Keep all that information available
           when you contact our support department.


10) I'm getting an x2 connection, but it's not at 56000. Why?

        First of all, an FCC regulation prevents all devices attached to the
        telephone network from exceeding a certain power output. As a result, we
        have had to scale back the output, which has a direct effect on the
        speed at which we can transfer data. Currently, we have the limit set to
        53333. This does not mean that people will not be able to hit the higher
        speeds, it just decreases the likelihood of it.

        Secondly, there are many factors that can influence the connection rate
        and the speed at which you transfer data. Even though one end of the
        connection is pure digital, there are things that can hamper an x2
        connection, while not necessarily preventing it altogether. Essentially,
        the qualities of the phone line play an essential role in the speed of
        the connection. Again, if you're seeing serious problems with x2
        connections, you can follow the instructions in question 9, section f
        above.


Bonus Question:

Where can I find more information on x2?


        You can take a look at our x2 White paper at
        http://x2.usr.com/technology/wp.html and also look at another x2 FAQ at
        http://x2.usr.com/faq.html. You can also just browse around
        http://x2.usr.com for more information.




Regards,

Jim Thomsen
Tech Support
Specialist LV4
