My modem drops the internet connection whenever an incoming call is detected by the ‘Modem-on-Hold’ facility. How do I disable this function to stop the dropouts? A second issue relates to backups. Whenever I use the Backup and Restore wizard to make a backup of the system to an external hard drive, the backup does not work correctly on the ‘All information on this computer’. The report has the following information: ‘Backup Status. The files for the recovery diskette could not be created. The operation was aborted. The operation did not successfully complete’. However, the backup works correctly when selecting any of the three other backup options. The computer is running Windows XP SP2.

The theory behind the Modem-on-Hold feature is to allow the modem connection to be temporarily suspended (i.e. put on hold) so the user can receive or make calls on the telephone line to which the modem is connected. For an in-depth discussion of Modem-on-Hold, have a look at the website: www.v92.com/about/modem-on-hold.html. Unfortunately I cannot provide exact instructions for disabling this feature without knowing the model and details of your modem. However, the ability to disable this feature is likely to be found in the modem properties. Click the ‘Start’ menu > ‘Control Panel’. Open the ‘Phone and Modem Options’ control panel (you may need to click the ‘Printers and Other Hardware’ group first). In the window that appears, click the ‘Modems’ tab. Select your modem and click the ‘Properties’ button. Have a look through the tabs for the modem properties to see whether you can find a setting to disable the Modem-on-Hold feature. If you have difficulty, please let me know the brand and exact model of your modem (if you have lost the box, you can normally find this information on the base of the modem).

Regarding the problem of the Backup and Restore wizard, I am unsure about what is causing this problem. I assume when you are using the other options (which work successfully) to backup your computer, you are backing up to the same removable hard drive. If not, try backing up to the hard drive. If the problem continues, make sure the drive is not write protected and is properly formatted. Should any other readers have suggestions on this issue, please write in.