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Support Resources

7-7

3Com

Knowledgebase

The 3Com Knowledgebase is a Web-based troubleshooting tool that will
help you solve problems you may be having with your modem go to:

http://knowledgebase.3com.com

When the page loads, click the Modems graphic. Then follow the
on-screen instructions.

Internet FTP

Our FTP site provides a free library containing the same files as the BBS
site. FTP to:

consumerftp.3com.com

3Com BBS

Dial the 3Com BBS using the communications software of your choice.
Dial the following number:

847-262-6000

E-mail Support

To obtain support via e-mail, send a message to:

[email protected]

90-Day Free

Installation Support

3Com offers free installation support for this product within 90 days of
purchase. Please call the following toll-free number. Dial the following
number:

888-877-5040

After the 90-day limit, refer to our pay-per-call options below.

Technical Support

Hotline

Technical questions about 3Com modems can also be answered by
technical support representatives. The hotline is a toll call. The hours
service is available are 8:00 am - 6:00 pm CST, Monday through Friday.
Dial the following number:

847-262-2550

Are You Still Having

Problems?

■

Review this manual.

■

Call or visit your modem dealer. They may be able to assist you.

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Содержание 8R-002700-00

Страница 1: ... http www 3com com HomeConnectTM Cable Modem TMI Getting Started Guide Part No 1 024 2398 00 Published February 2000 ...

Страница 2: ...unable to locate a copy please contact 3Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGEND If you are a United States government agency then this documentation and the software described herein are provided to you subject to the following All technical data and computer software are commercial in nature and developed solely at private expense Software is delivered as Commercial...

Страница 3: ...TION Plug and Play Modem Detection 3 1 Windows 950 or 950a 3 1 Windows 950b 3 2 Windows 98 3 2 Installing Modem Drivers with Windows 95 Versions 950 and 950a 3 2 Installing Modem Drivers with Windows 95 Version 950b 3 4 Installing Modem Drivers with Windows 98 3 5 Installing Modem Drivers with Windows NT 4 0 3 8 Installing the Cable Modem Connection Center CMCC Software 3 12 4 MAKING YOUR FIRST CO...

Страница 4: ... The Options Menu 5 4 Preferences 5 4 The Help Menu 5 5 6 UNINSTALLING THE CABLE MODEM Uninstalling the CMCC Software 6 1 Uninstalling the Cable Modem 6 2 Removing the Cable Modem 6 3 7 TROUBLESHOOTING AND SUPPORT RESOURCES Troubleshooting 7 1 My computer went into power save mode When it came out of power save mode my screen was frozen 7 1 My cable modem scans for an active channel pauses on an a...

Страница 5: ...eboots Windows or I get an error that reads An error occurred attempting to load Bicdd32 dll 7 4 When I click the Dial button in CMCC I get a message reading The IP address of the Cable Modem Termination System CMTS is not valid Please contact your cable operator 7 5 When I try to launch CMCC I get a message reading Dial Up Adapter was not installed 7 5 I re installed CMCC When the software ran it...

Страница 6: ...Conformity 8 4 Electromagnetic Compatibility 8 4 VCCI Class B 8 4 Safety Low Voltage Directive 8 4 Limited Warranty 8 4 Hardware 8 5 Software 8 5 Year 2000 Warranty 8 6 Obtaining Warranty Service 8 6 Dead or Defective on Arrival 8 7 Warranties Exclusive 8 7 Limitation of Liability 8 8 Disclaimer 8 8 Governing Law 8 8 A INSTALLING NETWORKING COMPONENTS Dial Up Networking A 1 TCP IP A 2 SNMP Agent A...

Страница 7: ... from the Internet via the cable network to your computer at burst rates of up to 38 Mbps Actual speeds will vary depending on computer hardware applications service offered by your Broadband Service Provider and network traffic NOTE If the information in the release notes shipped with your product differs from the information in this guide follow the instructions in the release notes Conventions ...

Страница 8: ... you need to establish an Internet access account with your local cable company Before contacting your cable company to establish an account have the following information handy The modem s Media Access Control MAC address which is located on a bar code sticker on the modem see the following image The MAC address is a 12 character number beginning with 00C049 Write the MAC address in the blank pro...

Страница 9: ...http www 3com com cablemodem Your cable provider should set up your cable Internet access account Your cable provider will setup an Internet access account that will allow you to send and receive e mail access the World Wide Web and receive other Internet services This account must be setup before you can use your cable modem Your cable company may also provide you with a login name and password f...

Страница 10: ...um 133MHz or higher processor At least 16 MB of RAM At least 5 MB of free hard disk space An available PCI expansion slot An analog modem Windows installation CD ROM NOTE If you do not have a Windows installation CD ROM you may be able to find the required files on your hard drive Use the path c windows options cabs or c win95 where c is the letter for your hard drive instead of the CD ROM path re...

Страница 11: ...em Properties screen look at the system information under the General tab the information for a Windows 95 version 950 machine is shown circled in the following screen image The number following the text Microsoft Windows may be any of the following 95 followed by a number ending 950 950a or 950b depending on the build of Windows 95 you have installed 98 NT 4 00 Windows NT4 0 with Service Pack 4 0...

Страница 12: ...1 6 CHAPTER 1 BEFORE YOU BEGIN ...

Страница 13: ... a sketch of how they are connected This can be helpful when you plug them back in later CAUTION To avoid risk of electric shock make sure your computer and all peripheral devices are turned off and unplugged from electrical outlets 3 Remove the screws from your computer s cover and then remove the cover Refer to the computer manufacturer s manual for further instructions 4 Find an empty PCI expan...

Страница 14: ...en the modem firmly into place using the screw that you removed in step 4 If you had to snap out your expansion slot cover you will need to obtain a standard slot screw 7 Replace the computer cover Fasten it with the screws removed in step 3 8 Connect your cable line to the cable modem s coaxial cable connector Be careful not to bend the center wire inside the end of the connector 9 You need a sep...

Страница 15: ...or the CD ROM drive Your computer may use different letters for these drives NOTE If you are installing this modem on a Windows NT 4 0 system your cable modem cannot be installed via Plug and Play Turn to the chapter entitled Installing Modem Drivers with Windows NT 4 0 When your Windows desktop appears you will see one of these screens Windows 950 or 950a ...

Страница 16: ...b If the third screen appears turn to Installing Cable Modem Drivers with Windows 98 If none of these screens appears turn to If Plug and Play Does Not Detect Your Modem Installing Modem Drivers with Windows 95 Versions 950 and 950a NOTE If you plan to upgrade Windows 95 to Windows 98 in the near future you may want to upgrade before installing your new Cable Modem TMI If you install the Cable Mod...

Страница 17: ... by hardware manufacturer Then click OK 2 When you see the Install From Disk dialog box insert the Cable ConnectionsTM CD ROM into your CD ROM drive and type D where D is the letter of your CD ROM drive If your CD ROM drive uses a letter name other than D type that letter in place of D Click OK 3 When the Select Device screen appears click to highlight 3Com HomeConnect Cable Modem TMI and then cli...

Страница 18: ...dem TMI If you install the Cable Modem now and then upgrade to Windows 98 the modem may be disabled once the upgrade is complete In that case you will need to uninstall the Cable Modem and re install it using the Windows 98 installation instructions in this guide 1 When Windows detects the cable modem insert the Cable Connections CD ROM into your CD ROM drive Click OK 2 Windows 95 may ask for the ...

Страница 19: ...ions CD 3 Turn to Installing the Cable Modem Connection Center CMCC Software Installing Modem Drivers with Windows 98 1 When Windows detects the cable modem insert the Cable Connections CD ROM into your CD ROM drive Click Next 2 Make sure the Search for the best driver for your device option is checked Then click Next ...

Страница 20: ...R 3 CABLE MODEM SOFTWARE INSTALLATION 3 When you see the following screen make sure CD ROM drive is checked Then click Next 4 The next screen tells you that Windows has found the driver for your modem Click Next ...

Страница 21: ...le Connections CD from your drive insert your Windows CD type the letter for your CD ROM drive in the Copy files from dialog box and click OK NOTE If you do not have your Windows installation CD try typing c windows or c windows system in the Copy files from dialog box and then clicking OK 7 When you see the following screen click No ...

Страница 22: ...1 When your computer restarts after you ve inserted the cable modem into an available PCI slot log in to Windows NT as an administrator with your administrator password 2 When your desktop appears right click the Network Neighborhood icon When the list of installed components appears make sure Remote Access Services appears in the list NOTE If Remote Access Services does not appear in the list you...

Страница 23: ... Add again 7 Insert the Cable Connections CD ROM into your CD ROM drive and then click Have Disk 8 In the Insert Disk text box type D WINNT i e if your CD ROM drive s letter is D type D Then press Enter 9 When you see the Select OEM Option screen click 3Com HomeConnect Cable Modem TMI and then click OK Windows will begin copying the required files from the CD ...

Страница 24: ...1 When your desktop reappears right click the Network Neighborhood icon and then click Properties 12 Click Add click Adapter and then click Add again 13 Insert the Cable Connections CD ROM into your CD ROM drive and then click Have Disk 14 In the Insert Disk text box type D WINNT i e if your CD ROM drive s letter is D type D Then press Enter ...

Страница 25: ...Installing Modem Drivers with Windows NT 4 0 3 11 15 When you see the Select OEM Option screen click 3Com CM DialUp Protocol and then click OK Windows will begin copying the required files from the CD ...

Страница 26: ...are installer starts you will see this screen Click OK NOTE You will only see this screen if you are using Windows 95 or Windows 98 Windows NT 4 0 users should move on to step 2 2 Follow the on screen instructions to install CMCC At one point during the installation you will be asked whether you want the CMCC installer to automatically install TCP IP Dial Up Networking and other components We reco...

Страница 27: ...a channel it detects and indicate the number and frequency of the channel See the following screen image Your screen may show different information This automatic scan occurs only upon your first restart after installing the CMCC software If CMCC fails to lock onto a channel see the Troubleshooting and Support Resources chapter The cable modem will use this channel until you scan for a new channel...

Страница 28: ...be able to use your cable modem though you will not be able to take advantage of the modem s remote diagnostic capabilities If a red light appears next to Searching for Cable Modem driver software the cable modem is not properly installed Uninstall the modem according to the instructions in the chapter titled Uninstalling the Cable Modem and then reinstall the modem using the instructions in the c...

Страница 29: ...re may be able to detect the signal after restarting If these possible solutions fail call your cable company The signal may be too weak and may require adjustment by your cable company 6 When you see the Cable Modem Diagnostic Summary screen click OK This screen indicates which diagnostics passed or failed 7 You will see the following screen This screen appears because you have not yet connected ...

Страница 30: ...3 16 CHAPTER 3 CABLE MODEM SOFTWARE INSTALLATION ...

Страница 31: ...instructions describe one method of making your first cable modem connection However there are other methods If you have trouble connecting using these instructions or your cable company has provided you with different instructions follow your cable company s instructions or contact them for assistance 1 Double click the CMCC icon in the system tray lower right corner of your desktop Here s what t...

Страница 32: ...et service does not appear in the Service Provider field call your cable company for assistance If your cable company has provided you with a login name and password Click Copy to Manual Enrollment The Manual Enrollment option should now be highlighted in the Service Provider field and the fields will show the information for your cable company s Internet service Enter your login name and password...

Страница 33: ...rmine if it is properly installed 5 You will see a series of screens detailing the progress of the enrollment This process can take several minutes When these screens disappear launch your Internet browser or e mail software and you are ready to work online After this initial connection you can simply click the Connect button to initiate future cable modem sessions NOTE If any error screens appear...

Страница 34: ...4 4 CHAPTER 4 MAKING YOUR FIRST CONNECTION ...

Страница 35: ...ATURES Overview Here is an overview of the Cable Modem Connection Center s features Main Panel Toolbar Connect Click this button to initiate a cable modem session This button is grayed out when there is already an established connection ...

Страница 36: ...Click this button to check the status of the current cable modem session When you click this button the following Session Status screen appears Click OK to exit Status Message Viewer Click this button to view a message log that documents the events of each cable modem session establishing connections failures to connect file transfers etc The information on this screen can be helpful if you need t...

Страница 37: ...is useful if for some reason the cable modem is not currently locked on to an active signal NOTE Do not rescan channels without first consulting your cable service provider Failure to do so may result in connection problems Tune Frequency Clicking this option allows you to tune the cable modem to an exact frequency NOTE Do not tune the modem to a new frequency without first consulting your cable s...

Страница 38: ...s Message Viewer button on the main panel toolbar see the section of this chapter titled Main Panel Toolbar for more information Dial Up Parameters Clicking this option allows you to modify the dial up parameters for your cable modem Session Status Clicking this option brings up the same status screen as the Session Status button on the toolbar see the section of this chapter titled Main Panel Too...

Страница 39: ... is stored Browser This tab allows you to select the default Web browser for use with the cable modem and determine whether or not it starts automatically at the beginning of each session Status Messages This tab allows you to choose the action CMCC should take when the status message viewer is full DHCP IP This tab allows you to select from options for detecting selecting source IP addresses for ...

Страница 40: ...5 6 CHAPTER 5 CABLE MODEM CONNECTION CENTER FEATURES ...

Страница 41: ...lugging your computer and physically removing the cable modem from the PCI slot Uninstalling the CMCC Software 1 Right click the CMCC icon in your system tray Then click Exit A dialog box will ask Do you want to exit Click Yes 2 Click Windows Start point to Settings and click Control Panel Double click Add Remove Programs 3 Double click Cable Modem Connection Center shown in the following screen s...

Страница 42: ...r system Uninstalling the Cable Modem 1 Click Windows Start point to Settings and click Control Panel Double click the System icon 2 Click the Device Manager tab at the top of the screen 3 Double click Network adapters 4 Select 3Com HomeConnect Cable Modem TMI and click Remove 5 Windows displays the message Warning you are about to remove this device from your system Click OK The modem is now unin...

Страница 43: ...em s CABLE jack 3 Remove the computer s cover 4 Remove the screw that holds the cable modem in its slot 5 Pull the cable modem out of the slot 6 Cover the slot with the bracket you removed during installation and screw it into place 7 Replace the computer s cover plug it back into the electrical outlet and turn the computer back on ...

Страница 44: ...6 4 CHAPTER 6 UNINSTALLING THE CABLE MODEM ...

Страница 45: ...ctive channel but instead of locking on to it continues to scan for active channels Your cable modem may be assigned to IRQ 12 which is often a problem though Windows will not report it as such Right click the My Computer icon on your desktop and then click Properties Click Device Manager and then click Network Adapters Double click 3Com HomeConnect Cable Modem TMI and then click Resources Look fo...

Страница 46: ...ts that appears look for an entry labeled TCP IP Dial Up Adapter Click the entry to highlight it and then click Properties Click the Gateway tab If anything appears in the Installed gateways field click the numbers that appear in that field and then click Remove Then click OK and click OK again When Windows asks if you want to restart your computer click Yes When your computer restarts try connect...

Страница 47: ...lick it to highlight it and then click Remove You will be asked if you are sure you wish to uninstall the device Click OK Click OK and close all open windows Restart your computer and try registration again During registration I receive a TFTP Error code 4 timeout message Click the Register again button Registration may proceed despite this error Click Windows Start point to Settings and click Con...

Страница 48: ...move You will be asked if you are sure you wish to uninstall the device Click OK Close all open windows Restart your computer and try registration again I have Windows 98 Second Edition SE Internet Connection Sharing is enabled Sometimes my system won t boot or when I launch CMCC it reboots Windows or I get an error that reads An error occurred attempting to load Bicdd32 dll Windows 98 SE will not...

Страница 49: ... re install the CMCC software by inserting the Cable Connections CD into your CD ROM drive clicking Windows Start clicking Run typing D setup exe where D is the letter of your CD ROM drive and then pressing Enter Follow the on screen instructions to install CMCC When installation is complete refer to section 4 for information about making your first connection I re installed CMCC When the software...

Страница 50: ...bout our support options If you do see one of these options double click the option If the description that appears matches the modem you are trying to install click the Remove button Click OK when Windows asks if you wish to remove the device Next restart the computer as described in the previous bulleted step If the computer does not detect the modem after this second restart continue reading to...

Страница 51: ... mail Support To obtain support via e mail send a message to support consumer 3com com 90 Day Free Installation Support 3Com offers free installation support for this product within 90 days of purchase Please call the following toll free number Dial the following number 888 877 5040 After the 90 day limit refer to our pay per call options below Technical Support Hotline Technical questions about 3...

Страница 52: ... receive an USO User Service Order number You must have an USO number before returning the modem to 3Com Ship the unit postage paid in a strong box made of corrugated cardboard with plenty of packing material DO NOT send the modem back in the original box Send ONLY the modem NOT manuals diskettes etc Include your USO number name and address on the shipping label as well as inside the package If po...

Страница 53: ... 47 CFR Part 15 subpart B 15 107 e Class B Conducted Limits 15 109 g Class B Radiated Emissions Limits FCC Class B Statement This device complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 this device may not cause harmful electromagnetic interference and 2 this device must accept any interference received including interference that may cause undesired op...

Страница 54: ... following information prepared by the Federal Communications Commission helpful The CIB Interference Handbook and The CIB Telephone Interference Bulletin These documents are available on the Internet through the FCC Compliance and Interference Bureau Home Page at http www fcc gov cib listed under documents Select CIB Interference Handbook or CIB Telephone Interference Bulletin CAUTION Changes or ...

Страница 55: ...some situations Repairs to certified equipment should be made by an authorized Canadian maintenance facility designated by the supplier Any repairs or alterations made by the user to this equipment or equipment malfunctions may give the telecommunications company cause to request the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connection...

Страница 56: ...rial Environment January 1992 With IEC 801 2 1984 IEC 801 3 1984 IEC 801 4 1988 AS NZS3548 Australian New Zealand Limits and Methods of Measurement of Information Technology equipment This equipment conforms to the Class B limits VCCI Class B Safety Low Voltage Directive This equipment was tested and found to conform to the Council Directive 72 23 EEC for safety of electrical equipment Conformity ...

Страница 57: ...f ninety 90 days from the date of purchase from 3Com or its authorized reseller 3Com warrants the media containing software against failure during the warranty period No updates are provided 3Com s sole obligation under this express warranty shall be at 3Com s option and expense to refund the purchase price paid by Customer for any defective software product or to replace any defective media with ...

Страница 58: ...fies 3Com before the later of April 1 2000 or ninety 90 days after purchase of the product from 3Com or its authorized reseller 3Com shall at its option and expense provide a software update which would effect the proper performance of such product repair such product deliver to Customer an equivalent product to replace such product or if none of the foregoing is feasible refund to Customer the pu...

Страница 59: ...s provided and Customer fails to return the original product to 3Com within fifteen 15 days after shipment of the replacement 3Com will charge Customer for the replacement product at list price Warranties Exclusive IF A 3COM PRODUCT DOES NOT OPERATE AS WARRANTED ABOVE CUSTOMER S SOLE REMEDY FOR BREACH OF THAT WARRANTY SHALL BE REPAIR REPLACEMENT OR REFUND OF THE PURCHASE PRICE PAID AT 3COM S OPTIO...

Страница 60: ...ILITY TO REPAIR REPLACEMENT OR REFUND OF THE PURCHASE PRICE PAID AT 3COM S OPTION THIS DISCLAIMER OF LIABILITY FOR DAMAGES WILL NOT BE AFFECTED IF ANY REMEDY PROVIDED HEREIN SHALL FAIL OF ITS ESSENTIAL PURPOSE Disclaimer Some countries states or provinces do not allow the exclusion or limitation of implied warranties or the limitation of incidental or consequential damages for certain products sup...

Страница 61: ... the modem Follow these instructions to install the networking components Dial Up Networking First verify that Dial Up Networking is installed on your PC 1 Click Start point to Settings and then click Control Panel 2 Double click Add Remove Programs 3 Click the Windows Setup tab 4 In the Components list click Communications Then click Details 5 If the Dial Up Networking box is checked close all op...

Страница 62: ...you are finished close all open windows and continue with the next section TCP IP TCP IP Next verify that TCP IP is installed 1 Click Start point to Settings and then click Control Panel 2 Double click the Network icon 3 A list of installed network components appears Look for TCP IP Dial Up Adapter in the list that appears circled in the following screen image If this entry is present close all op...

Страница 63: ... list and then click TCP IP in the Network Protocols list Then click OK 7 TCP IP will appear in the list of installed network components Click OK 8 Windows will now ask you if you would like to restart your computer Click No Close all open windows and then continue with the next section SNMP Agent ...

Страница 64: ... Windows 95 Type d admin nettools snmp and then press Enter Windows 98 Type d tools reskit netadmin snmp and then press Enter NOTE If you do not have a Windows installation CD ROM you will either need to obtain SNMP Agent from Microsoft s Web page www microsoft com windows95 info admintools htm or from your computer s manufacturer If you do not install SNMP Agent now be sure to install it as soon ...

Страница 65: ...SNMP Agent A 5 You are finished installing the networking components ...

Страница 66: ...A 6 APPENDIX A INSTALLING NETWORKING COMPONENTS ...

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