freezeup

[OHolloway]

OK,sometimes,randomly,when I startup my computer the CallerID(CID) screen turns white like its frozen.During this time I cant go to "help->technical support request".This is not directly related to the beta version just released because I've been having this problem for a while but I didn't get around to reporting it.I simply rebooted my computer thinking it was just a temporary problem.But I noticed that when it does freeze and I have to stop the program through the Windows XP task manager,when I attempt to restart the program through the start menu it refuses to load.I can see it running in the taskmanager processes tab but I can't see the window.The only way to resolve the problem and see the window again is to reboot my computer.I don't think it should have that behavior.If for some reason CID crashes and I stop it in the taskmanager and then restart it,it should restart.Please help me resolve this problem or tell what I'm doing wrong.

[Bill Root]

Hi Otha,

Sorry I overlooked this message!

We have not seen the behavior you describe. I suspect Ascendis Caller ID is having trouble with your modem or a different device. Could you try each of the following separately and let me know what happens?
1) On the Devices page of the Options window, uncheck all devices except your modem(s). Click OK to save your changes and close the Options window.
2) On the General page of the Options window, uncheck "Start Caller ID when I log in to Windows". Click OK to save your changes and close the Options window. Now when you restart your computer you will have to start Ascendis Caller ID manually. If your modem is not immediately ready after startup this will give it more time.

If the problem happens again, send a Technical Support Report once you get Ascendis Caller ID working again. The Activity Log and Modem Log portions might provide some clues. Send the report to support at ascendis dot com.

Finest regards,
Bill Root
Ascendis Software

[OHolloway]

Thats OK.I wasn't in too much of a hurry to get an answer.It hasnt happened recently.After I upgraded to Windows XP SP2 I haven't had the problem.Well I also did an clean install by backing up and formatting so that helped too.But thanks for the reply and I will let you know if it happens in the future.

[tbeckman]

I am having the same problem while running it on my Win 2000 machine. I can not figure out the pattern of why it happends. Some times the software will run for hours, receiving calls and working fine. Then the screen goes white or striped. The only way to get out of it is to reboot.

[Bill Root]

Does the problem affect other applications? When it happens can you launch Task Manager to see CPU usage?

Finest regards,
Bill Root
Ascendis Software

[tbeckman]

Unfortunately everything freeze and the only thing I can do is restart the computer. It is weird, it has been going now for all day and it hasn't happened... but then it will do it three or four times in a day.

[Bill Root]

That doesn't sound like a known problem. Does it happen if Ascendis Caller ID is not running? If so, it's caused by something else.

Finest regards,
Bill Root
Ascendis Software

[tbeckman]

No, it appears to only happen when Ascendis CID is running. However, it doesn't happen on my second computer I have running. I also installed a new CID modem at the same time, so I don't know if it is that or not either. The weird thing is that is mostly all worked fine... and then out of the blue the computer will just create the striped screen and freeze.

[Bill Root]

If the whole screen was striped the problem is probably a hardware or driver issue. I say this because Windows 2000 (and later) do a good job of protecting the system from problems that could cause this. Generally only device drivers have the privileges required to mess things up this much. Of course, an application could create a full screen window with stripes, if it was designed for that, but that wouldn't freeze your system.

It could be your modem drivers, although I'd normally guess display drivers first. Ascendis Caller ID talks to your modem, but it doesn't do anything at a low level. Modern modem drivers can be complex because of processing for winmodems and implementation of modem-on-hold, when supported. My experiences with failing modem drivers usually result in blue screen of death, or spurious reboots.

It could also be a hardware failure; perhaps a failing memory chip? If the problem appears temperature related, investigate hardware issues. You should also check the Event Viewer for warning or error messages.

We have a beta version of Ascendis Caller ID available at
http://ascendis.com/callerid/CallerID_Beta_Setup.EXE

Besides fixing some bugs (none of which have been known to cause the problem you're seeing), the beta version includes a window for reporting problems if an exception occurs (within Ascendis Caller ID) while running.

Finest regards,
Bill Root
Ascendis Software

[tbeckman]

OK, I moved the modem and software over to another machine since I couldn't figure out why the other PC would freeze up. Everything installed an setup correctly on a Win 98 computer (does Ascendis CID support win98) all appears fine except now the modem acts like it does pick up when the line is ringing. I watched it with line monitor and nothing. I listened for a dial tone on my phone when I disconnect the cable from the modem to make sure the signal is going through and it is. Any ideas of what could be wrong now. thanks.

[Bill Root]

Ascendis Caller ID does support Windows 98. It sounds like your modem may not be installed correctly. Does the modem appear in the Windows 98 "Modems" control panel? If not, it's not installed as far as Windows is concerned.

If the modem is installed, first try the Diagnostics in the Modems control panel: click the Diagnotics tab, select the port with the modem, and click "More Info". If it shows a list of commands and responses, the modem is at least partially working.

If that works, try the "Repair Modem" function in Ascendis Caller ID. It's on the Help menu, under Diagnostics, then Repair Modem. If it initializes, click the More button to see the communication with the modem.

Finest regards,
Bill Root
Ascendis Software

[tbeckman]

The modem is installed correctly under the device manager and responds to testing.

I tried the the modem repair and it says to have someone call the modem... It appears to send the CID command to the modem in which the modem responds, but when the person calls it does not acknowledge the line is even ringing.

[Bill Root]

The modem is installed correctly under the device manager and responds to testing.

I tried the the modem repair and it says to have someone call the modem... It appears to send the CID command to the modem in which the modem responds, but when the person calls it does not acknowledge the line is even ringing.

Ok, this means one of the following:
1) The phone line is not connected to the modem. Earlier you said:

I listened for a dial tone on my phone when I disconnect the cable from the modem to make sure the signal is going through and it is.

If you mean you moved the wire from the modem to your phone and could hear a dial tone on the phone, then this is not the problem. If that's not what you did, then try it. The wall jack or phone cable could have broken or shorted. Make sure you reconnect the phone line to the modem when done testing.

Also, make sure the phone line wire is plugged in the "Line" jack on the modem, and not the "Phone" jack.

2) The modem is broken. I have heard of this at least once before: the modem continues to respond to modem commands, but the phone line interface is fried. For a final test, try dialing the modem using a dial-up connection, or Windows' Phone Dialer, or using HyperTerminal. If you use HyperTerminal to connect to the modem (as opposed to through it), you can use the "ATH1" command to pick up the phone, and "ATH0" to hang it up.


Finest regards,
Bill Root
Ascendis Software

[tbeckman]

First off, thanks for all your support on this... if there was one deciding factor on using Ascendis software over others... the support is first class.

I have the phone line setup through the modem Line IN->Phone OUT. There is a dial tone on the phone... and if I unplug the Line IN... the dial tone turns off... so I know the modem at least is getting a live line.

What weird is this modem worked just fine when it was in the other computer... you don't think win98 has something to do with it do you... I did install the win98 drivers and they appeared to install just fine.

I will try to test the modem with another dialer or hyperterm tonight. Otherwise, I may clear that computers OS and put 2000 on it. Thanks for all your help.

[Bill Root]

I have the phone line setup through the modem Line IN->Phone OUT. There is a dial tone on the phone... and if I unplug the Line IN... the dial tone turns off... so I know the modem at least is getting a live line.

Ok, good.

What weird is this modem worked just fine when it was in the other computer... you don't think win98 has something to do with it do you... I did install the win98 drivers and they appeared to install just fine.

I don't think Windows 98 is the problem, especially if you used the correct drivers, but I can't be certain.

I will try to test the modem with another dialer or hyperterm tonight.

Good; I think this test is necessary to eliminate other possibilities.

Otherwise, I may clear that computers OS and put 2000 on it.

If it's easier I recommend putting it back in the Windows 2000 box that was working before to see whether it still works. I had an inexpensive winmodem die five minutes after first use -- in other words, I installed it, it worked briefly, then died. I guess you can't expect a lot from a $16 modem.

Finest regards,
Bill Root
Ascendis Software