Support 101 - Where do I begin?

Finding support for your product can seem daunting. However, we've simplified this process by putting together a list of first steps to get you on your way.

We'll walk you through each step:

  1. Determine what product you have by finding your product code.
  2. Find your product code on the support main menu page, then go to your product's support page.
  3. View or download files. Look at our example Support page, it points out locations on the page for files and offers quick explanations for file types available.
Let's get started!

1. Find your product code. To make things easier choose your type of product: internal (PCI, ISA, PCMCIA, PC Card) or external from the categories below.
analog networking
External Modems/ISDN
Internal Modems/ISDN
External Broadband/Networking
Internal Networking

Note: product codes, product IDs, and model numbers are all very similar. Product codes typically include "USR", 2 number country code, 4 number model number, and 1 letter revision version. Product IDs include 2 number country code, 4 number model number, and 2 number revision version. Model numbers are 4 numbers and do not include version.

You have chosen External Modems/ISDN.
Your Product Code is printed on a label attached to the bottom of your product. Look at the following examples to determine which code is your Product Code.

You need to determine 2 things: your model number and version. The following examples will show different ways to figure this out.
Model: 5630, Version: B or 02
All new (manufactured after 2000) USRobotics modem product codes start with a "USR" and are followed with a series of numbers and possibly a letter (for example, USR135630B).
5630B External Modem
Model: 5625, Version: A or 01
Model: 5668, Version: B or 02

There may be 2 additional numbers preceding the actual product code. In these cases they are 81, 71, and 64.
5625 External Modem
5625 External Modem
5668B External Modem
If you don't see a USR###### then look for a series of numbers that look like this ######-## (6 digits - dash - 2 digits). The older modems may follow a different format and may have a 3C, 3CP, or preceding the numbers. There may be 2 additional numbers preceding as in the following examples. Note that first two numbers are country codes, the next four are the model number, and the last 2 numbers or letter indicate version. USR065668B = FR 5668 Version B (02). 245630-04 = 5630 Version D (04). 5668B External Modem
5630 External Modem
Model: 1786, Version: 00
Model: 1172, Version: 00

On many of the older products the code may not be clearly labeled as the product code or may be part of the serial number.

Ignore "CJE" IDs.
These are FCC IDs. In these examples the FCC IDs are 0459 and CJE-0375, but note the correct product codes.

56K Sportster Modem

If you still cannot find your product code, refer to the Modem Identification Wizard, but note it may not work with some products.

NOTE: Be sure to look at the label closely, sometimes the FCC model number matches your Product Code, but as shown in the example above, it does not match. The CE number is not a model number. Some of the older products may now be out of warranty and may not be listed on our support pages.

2. On the main support page find your product category, then click on the link for your product by finding your product code or by looking for the model number and correct version:

56K External Example

Note: If you found your Product Code/Number and do not see your product in the lists it is either no longer supported or it is manufactured for distribution in another region.

Not able to determine your product code: Contact us by phone or E-mail a technician.

3. After you have found your product's support page, you will have a variety of different files available. Here is a quick description of what may be available. The image on the right shows where they are located on the support page.

Product Support Page Example

  • Documents - User Guides (Manuals), Installation Guides, Reference Guides
  • FAQs - Frequently Asked Questions including topics and issues related to the product; i.e., troubleshooting, wireless performance range, product support announcements, V.92 information, etc.
  • Drivers - Files used to make your product work with Windows or other operating systems; typically an .inf file or embedded in an .exe file. For example, if you update your Windows from 98 to XP, you will most likely need a new driver.
  • Firmware - Software that is permanently stored in the product's memory. For example, a V.92 update stores new information in the product after installation.

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Not able to determine your product code? Contact us by E-mail a technician.