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How Do I Troubleshoot My Internet Service Installation?
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How Do I Troubleshoot My Internet Service Installation?
I cannot connect to the Internet
• Verify that the plug to your cable modem gateway AC adapter is properly
inserted into an electrical outlet.
• Verify that your cable modem gateway AC adapter is not plugged into an
electrical outlet that is controlled by a wall switch. If a wall switch controls the
electrical outlet, make sure the switch is in the ON position.
• Verify that the Power, Cable, and the appropriate indicator lights for your
network connection and on the front panel of your cable modem gateway are
illuminated.
• Verify that all cables are properly connected, and that you are using the
correct cables.
• Verify that your cable service is active and that it supports two-way service.
• Verify that TCP/IP is properly installed and configured on all devices if you
are using the Ethernet connections.
• Verify that you have followed the procedure for Installing the USB Drivers
for Windows 98SE/ME/2000/XP, earlier in this guide, if you are using the
USB connection.
• Verify that you have called your cable service provider and given them the
serial number and MAC address of your cable modem gateway.
• If you are using a cable signal splitter so that you can connect the cable
modem gateway to other devices, remove the splitter and reconnect the
cable so that the cable modem gateway is connected directly to the main
cable input. If the cable modem gateway now functions properly, the cable
signal splitter may be defective and may need to be replaced.
My cable modem gateway does not register an Ethernet
connection
Even new devices do not always have Ethernet capabilities. Verify that your
device has a 10/100BaseT Ethernet card and that the Ethernet driver software is
properly installed. If you purchase and install an Ethernet card, follow the
installation instructions very carefully.
My cable modem gateway does not register a cable connection
• The cable modem gateway works with a standard, 75-ohm, RF coaxial cable.
If you are using a different cable, your cable modem gateway will not function
properly. Contact your cable service provider to determine if you are using
the correct cable.
• You may need to renew the IP address on your PC. Refer to I need to
renew the IP address on my PC, next in this section for instructions on how
to renew the IP address for your particular operating system.
• Your USB interface may be malfunctioning. Refer to the troubleshooting
information in your USB documentation.