Chapter 2: Additional Information
Illustrations contained in this document are for representation only.
20
General Troubleshooting
You can correct most problems you have with your product by consulting the troubleshooting
list that follows.
I can’t access the internet.
z
Check all of the connections to your EMTA.
z
Your Ethernet card may not be working. Check each product’s documentation for more
information.
z
The Network Properties of your operating system may not be installed correctly or the
settings may be incorrect. Check with your ISP or cable company.
All of the lights are flashing in sequence.
z
This means the EMTA is automatically updating its system software. Please wait for the
lights to stop flashing. The updating process typically lasts less than one minute.
z
Do not remove the power supply or reset the EMTA during this process.
I can’t get the modem to establish an Ethernet connection.
z
Even new computers don’t always have Ethernet capabilities – be sure to verify that
your computer has a properly installed Ethernet card and the driver software to
support it.
z
Check to see that you are using the right type of Ethernet cable.
The modem won’t register a cable connection (Online light not on continuously).
z
If the modem is in Initialization Mode, the ONLINE lights will be flashing. Call your
Cable Company if it has not completed this 5-step process within 30 minutes, and note
which step it is getting stuck on.
z
The modem should work with a standard RG-6 coaxial cable, but if you’re using a cable
other than the one your Cable Company recommends, or if the terminal connections
are loose, it may not work. Check with your Cable Company to determine whether
you’re using the correct cable.
z
If you subscribe to video service over cable, the cable signal may not be reaching the
modem. Confirm that good quality cable television pictures are available to the coaxial
connector you are using by connecting a television to it. If your cable outlet is “dead”,
call your Cable Company.
