manualshive.com logo in svg

NETGEAR CM500V, User Manual

Share
Download
NETGEAR CM500V User Manual Download Page 25

4

Troubleshooting

This chapter provides information to help you diagnose and solve problems you might experience with your
cable modem. If you do not find the solution here, check the NETGEAR support site at 

support.netgear.com

 for

product and contact information.

The chapter contains the following sections:

•

Use LEDs to Troubleshoot

•

Cannot Log In to the Cable Modem

•

Troubleshoot the Cable Internet Connection

•

Troubleshoot Voice Connectivity

25

Summary of Contents for CM500V

Page 1: ...Voice Cable Modem User Manual Model CM500V September 2017 202 11792 01 350 E Plumeria Drive San Jose CA 95134 USA ...

Page 2: ...fficial NETGEAR support resources Contact your Internet service provider for technical support Trademarks NETGEAR Inc NETGEAR and the NETGEAR Logo are trademarks of NETGEAR Inc Any non NETGEAR trademarks are used for reference purposes only Compliance For regulatory compliance information visit http www netgear com about regulatory See the regulatory compliance document before connecting the power...

Page 3: ...all List 16 View the EMTA Event Log 16 Chapter 3 Manage Your Network Log In to the Cable Modem 19 Change the admin Password 19 View Cable Modem Initialization 20 View Cable Modem Status 20 View and Clear Event Logs 21 Specify the Cable Connection Starting Frequency 21 Reboot the Cable Modem 22 Reset the Cable Modem to Factory Default Settings 22 Use the Reset Button on the Back Panel 23 Use the Fa...

Page 4: ...s Install and Activate Your Cable Modem For more information about the topics covered in this manual visit the support website at support netgear com An uninterruptible power supply UPS can be purchased separately for continued service during power outages For a list of supported UPS models visit netgear com support product CM500V Note 4 ...

Page 5: ...k Your Cable Modem Your package contains the following items Figure 1 Package contents 1 High Speed Cable Modem Model CM500V 2 Phone cable 3 Ethernet cable 4 Power adapter Hardware Setup 5 Voice Cable Modem ...

Page 6: ... modem Off No power is supplied to the cable modem Solid red The cable modem is too warm and might overheat For more information about this condition see Use LEDs to Troubleshoot on page 26 Power Solid amber One downstream channel is locked Solid green Two or more downstream channels are locked Blinking amber The cable modem is scanning for a downstream channel Blinking green The cable modem is in...

Page 7: ...m is scanning for an upstream channel Blinking green The cable modem is in partial service mode Off No upstream channel is locked Upstream Solid green The cable modem is online Blinking green The cable modem is synchronizing with the cable provider s cable modem termination system CMTS Off The cable modem is offline Internet Hardware Setup 7 Voice Cable Modem ...

Page 8: ...en or amber The Ethernet port is processing traffic Ethernet Solid green The Tel 1 or 2 port is online Blinking green The Tel 1 or 2 port is processing a call or the phone is off hook Off The Tel 1 or 2 port is not in use Tel 1 and 2 Rear Panel The connections and button on the rear panel are shown in the following figure Figure 3 Rear panel Viewed from top to bottom the back panel contains the fo...

Page 9: ...t service you can disconnect the computer and connect a router to this port Reset button Pressing the Reset button resets the cable modem If the Reset button is pressed for at least seven seconds the Power LED blinks green and the cable modem returns to its factory settings Coaxial cable port Connect the cable port to a cable wall outlet Label The cable modem label shows the login information MAC ...

Page 10: ...able Internet provider s network and your computer router or WiFi router Activate Your Internet Service With Comcast XFINITY To activate your Internet service call Comcast XFINITY customer service at either of the following phone numbers 1 855 OK BEGIN 1 855 652 3446 1 800 XFINITY 1 800 934 6489 Before you call Comcast collect the following information XFINITY account number The phone number assoc...

Page 11: ...o a cable wall outlet Make sure that the cable is tightly connected 2 Optional If you use XFINITY Voice connect your phone to the Tel 1 port on the cable modem with phone cable For more information see Connect a Telephone Line on page 15 The Tel 2 port works only for a two phone line subscription Note 3 Connect the power adapter to the cable modem and plug the power adapter into an electrical outl...

Page 12: ...r and connect a router to the cable modem For more information see Connect Your Cable Modem to a Router After Installation and Activation on page 12 Note 7 Dial a number to place a test call To make calls you need a voice service subscription with Comcast XFINITY Note Perform a Speed Test To determine the accurate Internet speed visit speedtest xfinity com and perform a speed test If your actual s...

Page 13: ...ternet LED to stop blinking and light solid green 2 Use an Ethernet cable to connect the Ethernet port on the cable modem to the WAN or Internet port on the router 3 Power on the router 4 Wait until the router is ready 5 Connect a computer to the router For more information about how to set up your router see the documentation that came with your router Hardware Setup 13 Voice Cable Modem ...

Page 14: ...2 Monitor Voice Telephone Lines This chapter includes the following sections Connect a Telephone Line View Voice Status View the MTA Call List View the EMTA Event Log 14 ...

Page 15: ... is registered you can hear a dial tone when the phone is off hook View Voice Status The cable modem functions as a multimedia terminal adaptor MTA allowing the cable modem to provide voice services You can view some basic MTA voice information To view the MTA voice status 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is c...

Page 16: ... call list 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Ethernet cable to the cable modem 2 Enter http 192 168 100 1 A login window opens 3 Enter the admin user name and password The user name is admin The default password is password The user name and password are ca...

Page 17: ...he default password is password The user name and password are case sensitive The BASIC Home page displays 4 Select ADVANCED EMTA Event Log The MTA Event Log page displays the EMTA event log 5 To refresh the page click the Refresh button Monitor Voice Telephone Lines 17 Voice Cable Modem ...

Page 18: ...ange a very limited number of settings and monitor the cable modem This chapter includes the following sections Log In to the Cable Modem Change the admin Password View Cable Modem Initialization View Cable Modem Status View and Clear Event Logs Specify the Cable Connection Starting Frequency Reboot the Cable Modem Reset the Cable Modem to Factory Default Settings 18 ...

Page 19: ...ure password The ideal password contains no dictionary words from any language and contains uppercase and lowercase letters numbers and symbols It can be up to 30 characters Note To set the password for the user name admin 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an ...

Page 20: ...lt password is password The user name and password are case sensitive The BASIC Home page displays 4 Select Cable Connection The Cable Connection page displays The Startup Procedure section displays the initialization progress The page also displays the status of all downstream and upstream channels You must scroll down to view all the channels The number of downstream and upstream channels that a...

Page 21: ...ecorded Priority The severity for this event Description A description of this event 5 To refresh the page click the Refresh button 6 To clear the log entries click the Clear Log button Specify the Cable Connection Starting Frequency The starting frequency is automatically generated For most Internet connections you do not need to specify this information If you must enter a starting frequency con...

Page 22: ...he cable modem 2 Enter http 192 168 100 1 A login window opens 3 Enter the admin user name and password The user name is admin The default password is password The user name and password are case sensitive The BASIC Home page displays 4 Select ADVANCED The ADVANCED Home page displays 5 Click the Reboot button A confirmation message displays 6 Click the OK button The cable modem reboots Reset the C...

Page 23: ...ment interface do not close the browser click a link or load a new page Do not turn off the cable modem Use the Factory Reset Software Button CAUTION This process erases all settings that you configured in the cable modem To reset the cable modem to factory default settings using the Factory reset software button 1 Launch a web browser from a computer that is attached over an Ethernet cable to the...

Page 24: ... When the reset is complete the cable modem reboots This process takes about one minute WARNING To avoid the risk of corrupting the firmware do not interrupt the reset For example do not close the browser click a link or load a new page Do not turn off the cable modem Manage Your Network 24 Voice Cable Modem ...

Page 25: ...ur cable modem If you do not find the solution here check the NETGEAR support site at support netgear com for product and contact information The chapter contains the following sections Use LEDs to Troubleshoot Cannot Log In to the Cable Modem Troubleshoot the Cable Internet Connection Troubleshoot Voice Connectivity 25 ...

Page 26: ...he error persists a hardware problem occurred Contact Technical Support All LEDs are off when the cable modem is plugged in Reset the configuration of the cable modem to its factory defaults If the error persists a hardware problem occurred Contact Technical Support All LEDs stay on Make sure that the Ethernet cable connections are secure at the cable modem and at the computer router or WiFi route...

Page 27: ...dem from computer that is connected to the cable modem or to a router that is connected the cable modem check the following If your computer is connected to the cable modem with an Ethernet cable check the connection Make sure that your computer s IP address is on the same subnet as the cable modem The IP address of your computer must be in the range of 192 168 100 2 to 192 168 100 254 Make sure t...

Page 28: ...g voice connectivity Table 3 Quick tips for troubleshooting voice connectivity Possible Solution Problem If you use a cordless phone make sure that the base of your phone is turned on and receiving power and that the cordless phone battery is not low Make sure that the phone cable connections are secure at the cable modem and at base of your phone and that the cable modem is turned on and receivin...

Page 29: ...5 Technical Specifications This appendix covers the cable modem s technical specifications 29 ...

Page 30: ...l specifications Operating temperature 32 to 104 F 0 to 40 C Operating humidity 90 maximum relative humidity noncondensing Environmental Local One 10 100 1000 RJ 45 Gigabit Ethernet port Voice Two bridged RJ 11 phone ports Internet Coaxial cable connector DOCSIS 3 0 backward compatible with DOCSIS 2 0 Interface 8 MB Flash 128 MB RAM Memory 16 bonded downstream 4 bonded upstream Channels CableLabs ...

Reviews:

No comments

Brands by name

Popular brands

Load more brands