5
T
ROUBLESHOOTING
AND
S
UPPORT
R
ESOURCES
Troubleshooting
I cannot access my e-mail or Internet service.
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Check all connections. Make sure the cable line is
securely connected to the cable jack on the back of the
modem. Verify that the RJ-45 cable is securely plugged
into both the modem and your network interface card.
Make sure your power supply is properly plugged into
both the modem and a wall outlet or surge protector. If
your cable modem is properly connected, the "Cable
Modem Power", "Cable Modem Status", and "PC Link
Status" indicator lights on the front of the modem
should all be a solid color.
■
Power cycle your cable modem by removing the power
adapter from its outlet and then plugging it back into
the outlet. Then try reconnecting to your Broadband
Service Provider (BSP).
■
Call your cable service provider to verify that their
service is two-way. This modem is designed for use with
two-way cable plants.
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Your network interface card or USB network interface
may be malfunctioning. Refer to its documentation for
troubleshooting information.
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Make sure that TCP/IP is the default protocol in use by
your system. See the section entitled "Configuring the
TCP/IP Protocol" for more information.
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If you are using a cable line splitter so that you can
connect the cable modem and a television at the same
time, try removing the splitter and reconnecting your
cables so that your cable modem is connected directly
to your cable wall jack. Then try reconnecting to your
BSP.