Appendix A Troubleshooting
27
Problem: I cannot access my Internet service or send or
receive email.
Solutions:
Check all physical connections. The modem’s front
panel LEDs,
SYNC
,
PWR
, and
10/100
or
USB
, must
all be a solid green before your modem will work.
Check to see that your cable TV is working.
Call your cable service provider to verify that the cable
service is up and running.
Ethernet option users
: Check that your NIC Card is
functioning correctly. Refer to the NIC documenta-
tion if necessary.
Check that TCP/IP is configured correctly. Refer to
page 30 to verify that the TCP/IP parameters supplied
by your cable company are correct and up to date.
Problem: The power to my cable modem goes on and off.
Solution:
Check that you are using the correct power supply, the
one packaged with your cable modem.
If the modem is plugged directly into a wall socket,
check that the connection is secure.
If the modem is plugged into a power strip, try using a
different plug on the power strip, or plug the power
strip into a different wall socket.
Does the power loss occur at certain times of the day
or night? Cable service providers have the authority to
force a modem reset, which may resemble a power
off/on cycle.
Problem: I want to connect multiple PCs to my cable mo-
dem but I don’t know how.
Solution:
There are numerous ways to do so—for example,
Zoom offers wireless and wired Gateway products
that serve this purpose—but you should first contact
your cable service provider.
