"Error 721," "Error 678," "Error 691," or "Error 777" error message when you try to establish a dial-up connection after you upgrade to Windows XP (318009)

SYMPTOMS

When you try to establish a dial-up connection after you upgrade your computer to Microsoft Windows XP from Microsoft Windows 98, from Microsoft Windows 98 Second Edition, or from Microsoft Windows Millennium Edition (Me), you may receive an error message that is similar to one of the following:

Error 721: The remote computer is not responding.

Error 678: The remote computer failed to respond.

Error 691: Access was denied because the user name and/or password was invalid on the domain.

Error 777: The connection attempt failed because the modem or other connecting device on the remote computer is out of order.

CAUSE

This issue may occur if the modem driver is not compatible with Windows XP. This issue has been reported to occur with Lucent Win modems that are included with the following Hewlett-Packard (HP) computers:

HP Pavilion 6736
HP Pavilion 6745c
HP Pavilion 7400
HP Pavilion 7800
HP Pavilion 7845
HP Pavilion 7850
HP Pavilion 7855
HP Pavilion 7940
HP Pavilion 8655
HP Pavilion 8756c
HP Pavilion XT846
HP Pavilion XT856
HP Pavilion XT923

RESOLUTION

To resolve this issue, contact the hardware manufacturer to inquire about how to obtain and install the latest Windows XP-compatible driver for the modem. For more information about how to contact HP, visit the following HP Web site:

http://welcome.hp.com/country/us/eng/software_drivers.htm

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.
For more information about how to contact Agere Systems (the manufacturer of the modem chipset) to inquire about a modem driver that is compatible with Windows XP, visit the following Agere Web site:

http://www.agere.com/support

Note In certain situations, you may also have to update the BIOS on the computer. For more information about how to obtain the latest BIOS update for your HP computer, visit the following HP Web site:

http://welcome.hp.com/country/us/eng/software_drivers.htm

MORE INFORMATION

For additional information about how to troubleshoot Error 691 error messages, click the following article number to view the article in the Microsoft Knowledge Base:

314455 "Error 691" error message when you try to connect to your ISP

For additional information about how to troubleshoot modem issues in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:

308022 Resources for troubleshooting modem problems in Windows XP

Click here to view a list of other Windows XP modem-related articles

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.