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D3CM1604 DOCSIS 3.0 Cable Modem Administrator Manual

5

Troubleshooting Procedures

Successful troubleshooting requires a logical, consistent approach that narrows down the
source of a problem by ascertaining what is and isn't working until a single cause is
identified. This chapter provides suggestions for identifying and resolving problems in the
unlikely event you encounter a problem using the cable modem.

The topics covered in this chapter are:

Topic

Subtopics

Basic Troubleshooting Procedures

See page 44

Advanced Troubleshooting Procedures



Troubleshooting Physical Network Problems (page 45)



Troubleshooting Configuration Problems (page 46)



Determining Your IP Address (page 46)



Troubleshooting Software-Interaction Problems (page 49)

Specific Troubleshooting Procedures



Cannot Log In to (page 50)



Local Networked Devices Cannot Access the (page 50)



Cannot Access the Internet (page 51)



Cannot Access Networked Devices (page 52)



Using the Ping Utility to Troubleshoot (page 52)



Disconnects from the Internet (page 55)



Slow Web Browsing (page 55)



Error! Reference source not found.

(page

Error! Bookmark not

defined.

)



Cable Modem is Not Passing DHCP Address to a computer (page 56)



Determining a Computer’s MAC Address (page 56)

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Содержание D3CM1604

Страница 1: ...Find Links Getting to Know the Cable Modem Installing the Cable Modem Preconfiguration Guidelines Configuring the Cable Modem D3CM1604 DOCSIS 3 0 Cable Modem Ver D3CM160409102014v2 CCR Administrator Manual ...

Страница 2: ...ystem for any purpose without the express written permission of SMC Microsoft and Windows are registered trademarks of Microsoft Corporation Apple and Macintosh are registered trademarks of Apple Inc All other brands product names trademarks or service marks are property of their respective owners This product Models D3CM1604 includes software code developed by third parties including software cod...

Страница 3: ...nding a Suitable Location 18 Connecting to the LAN 19 Connecting the WAN 20 Powering on the Cable Modem 20 3 Preconfiguration Guidelines 21 Configuring Your Computer for TCP IP 22 Configuring Microsoft Windows 8 23 Configuring Microsoft Windows 7 26 Configuring Microsoft Windows Vista 28 Configuring an Apple Macintosh Computer 31 Disabling Proxy Settings 32 Disabling Proxy Settings in Internet Exp...

Страница 4: ...ning Your IP Address 46 Troubleshooting Software Interaction Problems 49 Specific Troubleshooting Procedures 50 Cannot Log In to 50 Local Networked Devices Cannot Access the Cable Modem 50 Cannot Access the Internet 51 Cannot Access Networked Devices 52 Using the Ping Utility to Troubleshoot 52 Testing the Path from a Computer to the Cable Modem 52 Testing the Path from a Computer to the Internet ...

Страница 5: ...openings Use only with the cart stand tripod bracket or table specified by the manufacturer or sold with the apparatus Unplug this apparatus during lightning storms or when unused for long periods of time Refer all servicing to qualified service personnel Servicing is required when the apparatus has been damaged in any way such as a power supply cord or plug is damaged liquid has been spilled or o...

Страница 6: ... not locate the equipment within 6 feet 1 9m of a flame or ignition source i e heat registers space heaters fireplaces etc Only use power supply and power cord included with the equipment Equipment should be installed near the power outlet and should be easily accessible The shield of the coaxial cable must be connected to earth Grounded at the entrance to the building in accordance with applicabl...

Страница 7: ... all in one wired solution for home and business environments SMC is proud to provide a powerful yet simple communication device for connecting your local area network LAN to the Internet This Administrator Manual contains all the information you need to install and configure your new D3CM1604 Cable Modem ...

Страница 8: ...lation Intuitive graphical user interface GUI configuration regardless of operating system Comprehensive front panel LEDs for network status and troubleshooting Compatible with all popular Internet applications Document Organization This document consists of five chapters and two appendixes Chapter 1 describes the contents in the package and system requirements It also provides an overview of the ...

Страница 9: ...ecautions such as not opening or touching hazardous areas of the equipment could result in injury or death Typographic Conventions This document also uses the following typographic conventions Convention Description Bold Indicates text on a window other than the window title including menus menu options buttons fields and labels Italic Indicates a variable which is a placeholder for actual text pr...

Страница 10: ...fore you install your D3CM1604 Cable Modem check the package contents and become familiar with the s front and back panels The topics covered in this chapter are Unpacking Package Contents page 11 System Requirements page 11 Front Panel page 13 Rear Panel page 14 Using the Reset Button page 16 ...

Страница 11: ...r Keep the carton including the original packing material in case you need to store the product or return it System Requirements To complete your installation you need the following items Provisioned Internet access on a cable network that supports cable modem service A computer with a wired network adapter with TCP IP installed A Java enabled Web browser such as Microsoft Internet Explorer 5 5 or...

Страница 12: ...firm that the front panel POWER LED goes ON 5 Wait until the DS US and ONLINE LEDs stop flashing and the ONLINE LED stays ON indicating that the device is online If the ONLINE LED does not go ON in 5 minutes contact your Internet Service Provider 6 Optional Log in to the D3CM1604 to configure additional device settings a Open a Web browser page and enter the cable modem IP address in the address b...

Страница 13: ...nel of your D3CM1604 Cable Modem contains a set of light emitting diode LED indicators These LEDs show the status of the cable modem and simplify troubleshooting Figure 1 2 shows the front panel of the D3CM1604 Cable Modem Table 1 1 describes the front panel LEDs Figure 1 2 Front Panel of the D3CM1604 Cable Modem ...

Страница 14: ...annels Green Blinking Bonded on DOCSIS 3 0 15 or less downstream channels US Blue Blinking scanning for upstream channel Solid Bonded on DOCSIS 3 0 4 upstream channels Green Blinking Bonded on DOCSIS 3 0 3 or less upstream channels ONLINE Blue Blinking DHCP and registration in progress ON online in DOCSIS 3 0 mode OFF no power or upstream ranging not complete Green ON online in DOCSIS 2 0 mode LIN...

Страница 15: ... Panel The rear panel of your D3CM1604 Cable Modem contains a reset button and the ports for attaching the supplied power adapter and making additional connections Figure 1 3 shows the rear panel components and Table 1 2 describes their meanings Figure 1 3 Rear View of the D3CM1604 Cable Modem ...

Страница 16: ...ings Factory default reset removes all overrides made to the cable modem s factory default configuration and returns the cable modem to its original factory default settings The number of seconds you press the reset button determines which reset operation is performed To protect against accidental resets the reset button is recessed on the cable modem rear panel Note You can also reset the cable m...

Страница 17: ... Installing the Cable Modem This chapter describes how to install your D3CM1604 Cable Modem The topics covered in this chapter are Finding a Suitable Location page 18 Connecting to the LAN page 19 Connecting the WAN page 20 Powering on the Cable Modem page 20 ...

Страница 18: ...und the sides and top of the cable modem to provide sufficient air flow around the device Not expose the cable modem to a dusty or wet environment Be an elevated location such as a high shelf keeping the number of walls and ceilings between the cable modem and your other devices to a minimum Be away from electrical devices that are potential sources of interference such as ceiling fans home securi...

Страница 19: ...u can use either a standard straight through or crossover Ethernet cable 1 Connect either end of an Ethernet cable to the LAN port on the rear panel of the cable modem see Figure 2 1 Figure 2 1 Connecting to the Ethernet Port on the Cable Modem Rear Panel 2 Connect the other end of the cable to your computer s network interface card NIC or to another network device see Figure 2 2 Figure 2 2 Connec...

Страница 20: ...nother cable modem contact your ISP to register the cable modem If the modem is not registered with your ISP it cannot connect to the cable network system Powering on the Cable Modem After making your connections use the following procedure to power on the cable modem 1 Connect the supplied power cord to the power port on the rear panel of the cable modem see Figure 1 3 on page 15 2 Connect the ot...

Страница 21: ...sed to con figure the cable modem This chapter also covers other preconfiguration guidelines you should review before configuring the cable modem The topics covered in this chapter are Configuring Your Computer for TCP IP page 22 Disabling Proxy Settings page 32 Error Reference source not found page Error Bookmark not defined Confirming the Cable Modem s Online Status page 33 Confirming Your Compu...

Страница 22: ...ble modem using its Web management interface configure TCP IP settings on the computer that is used to configure the cable modem The TCP IP procedure to use depends on the operating system installed on the computer For Microsoft Windows 8 see page 23 For Microsoft Windows 7 see page 26 For Microsoft Vista see page 28 For Apple Macintosh see page 31 ...

Страница 23: ...configure a computer running Microsoft Windows 8 1 Move your cursor to the top right of the screen until the charm bar pops out on the right as shown below highlighted in red 2 Click the Search charm 3 On the Apps screen press the Esc key to hide the Charm Bar Below the Windows System section click Control Panel 4 Click Network and Sharing Center ...

Страница 24: ...Preconfiguration Guidelines 24 D3CM1604 DOCSIS 3 0 Cable Modem Administrator Manual 5 Next to Connections click the icon for your connection type 6 Click the Details button ...

Страница 25: ...strator Manual 7 Click the Properties button 8 In the properties dialog box click Obtain an IP address automatically to configure your computer for DHCP 9 Click the OK button to save your changes and close the dialog box 10 Click the OK button again to save your changes ...

Страница 26: ... In the Start menu search box type ncpa cpl and press Enter Figure 3 1 Typing ncpa cpl in the Start Menu Box The Network Connections List appears Figure 3 2 Example of Network Connections List 2 Right click the Local Area Connection icon and click Properties 3 In the Networking tab click either Internet Protocol Version 4 TCP IPv4 or Internet Protocol Version 6 TCP IPv6 and then click Properties ...

Страница 27: ...M1604 DOCSIS 3 0 Cable Modem Administrator Manual Figure 3 3 Local Area Network Connection Properties Dialog Box 4 In the properties dialog box click Obtain an IP address automatically to configure your computer for DHCP see Figure 3 4 ...

Страница 28: ...icrosoft Windows Vista with the default interface 1 On the Windows taskbar click Start click Control Panel and then select Network and Internet Icon 2 Click View Networks Status and tasks and then click Management Networks Connections 3 Right click the Local Area Connection icon and click Properties 4 Click Continue The Local Area Connection Properties dialog box appears 5 In the Local Area Connec...

Страница 29: ...rties button see Figure 3 5 The Internet Protocol Version 4 Properties dialog box appears Figure 3 5 Local Area Connection Properties Window 6 In the Internet Protocol Version 4 Properties dialog box click Obtain an IP address automatically to configure your computer for DHCP see Figure 3 6 ...

Страница 30: ... 3 0 Cable Modem Administrator Manual Figure 3 6 Internet Protocol Properties Window 7 Click the OK button to save your changes and close the dialog box 8 Click the OK button again to save your changes Figure 3 7 Local Area Connection Status Window ...

Страница 31: ...ns you see may differ slightly from the following However you should still be able to use this procedure as a guide to configuring your Apple Macintosh for TCP IP 1 Pull down the Apple Menu click System Preferences and select Network 2 Verify that the NIC connected to the D3CM1604 is selected in the Show field 3 In the Configure field on the TCP IP tab select Using DHCP see Figure 3 8 4 Click Appl...

Страница 32: ...he Local Area Network LAN Settings dialog box appears 5 In the Local Area Network LAN Settings dialog box uncheck all check boxes 6 Click OK until the Internet Options window appears 7 In the Internet Options window under Temporary Internet Files click Settings 8 For the option Check for newer versions of stored pages select Every time I visit the webpage 9 Click OK until you close all open browse...

Страница 33: ...oxy in the list is unchecked 9 Click Apply Now to finish Confirming the Cable Modem s Online Status Confirm that the Online LED on the cable modem front panel is ON see Figure 1 2 on page 13 If the LED is OFF replace the coaxial cable connecting the cable modem to the cable service If the Online LED does not go ON after several minutes please contact your cable provider to confirm that the service...

Страница 34: ...tion guidelines in Chapter 3 use that computer s Web browser to configure your cable modem This chapter describes how to use your computer s Web browser to configure the cable modem The topics covered in this chapter are Accessing the Cable Modem s Web Management page 35 Understanding the Web Management Interface page 37 Web Management Interface Menus page 37 ...

Страница 35: ... log To display the D3CM1604 Cable Modem s Web based management screens use the following procedure 1 Launch a Web browser Note Your computer does not have to be online to view the cable modem Status page 2 In the browser address bar enter the cable modem IP address and press the Enter key A Login page similar to the following appears Username and Password fields appear at the top of the page foll...

Страница 36: ...curity each password character is masked as a dot Note Your cable modem operator may customize the login password so please check with your operator for the correct password to use 4 Click the LOGIN button to access the cable modem s Web interface The Status Connection page appears showing the same status information displayed on the previous page ...

Страница 37: ...nus in the Web management interface Table 4 1 Web Management Interface Menus and Submenus Menus and Submenus Description See Page Status About Shows information about the current system software 38 Status Connection Shows the status of the cable modem s hybrid fibre coaxial HFC and Internet Protocol IP network connectivity 39 Status Security Configures administration access privileges and the abil...

Страница 38: ...ormation is organized into the following sections Section Description Information Shows the following information Cable modem s DOCSIS compliance information 3 0 Hardware and software versions Cable modem s Media Access Control MAC address serial number and certificate Status Shows the following information How long the cable modem has been operational Whether network access is allowed Cable modem...

Страница 39: ... modem at startup their status and any comment associated with the procedures Downstream Bonded Channels Shows the channel lock status modulation channel ID frequency power signal to noise ratio SNR and total correctables and uncorrectables Upstream Bonded Channels Shows the channel lock status upstream US channel type channel ID symbol rate frequency and power CM IP Address Shows the cable modem ...

Страница 40: ...Configuring the Cable Modem 40 D3CM1604 DOCSIS 3 0 Cable Modem Administrator Manual ...

Страница 41: ...able modem to it factory default settings After you enter your security settings on this page click Apply to have them take effect Option Description Telnet Allows remote access to the cable modem using Telnet Spectrum Analyzer Allows access to the cable modem using a spectrum analyzer Restore Factory Defaults To restore the cable modem to its factory default settings and discard all overrides you...

Страница 42: ...shows the contents of the cable modem s SNMP event log The most current entries appear at the top of the log A Clear Log button at the bottom of the page lets you remove all entries from the log Note Clicking the Clear Log button deletes all log entries without first displaying a precautionary message Therefore be sure you do not need the log entries before you click Clear Log ...

Страница 43: ...ee page 44 Advanced Troubleshooting Procedures Troubleshooting Physical Network Problems page 45 Troubleshooting Configuration Problems page 46 Determining Your IP Address page 46 Troubleshooting Software Interaction Problems page 49 Specific Troubleshooting Procedures Cannot Log In to page 50 Local Networked Devices Cannot Access the page 50 Cannot Access the Internet page 51 Cannot Access Networ...

Страница 44: ... in any other routers and switches 5 Start up your computer Check basic Cable Modem functions After you turn on power to the cable modem check that the following LED sequences have occurred and see Front Panel on page 13 1 When power is first applied verify that the POWER LED is ON 2 After about a minute verify the statuses of the following LEDs on the front panel of the cable modem see Figure 1 2...

Страница 45: ...roubleshooting Procedures Most advanced troubleshooting procedures fall into one of the following categories Physical an underlying problem with cables a bad cable modem or similar hardware problem See page 45 Configuration a problem with the configuration of one or more of network components See page 46 Software a failure of one or more software applications an undesired interaction between two o...

Страница 46: ...P addresses of your networked devices must be consistent across the network This means The first nine numbers i e the first three octets in the IP addresses are the same for all the devices on the network The last three numbers i e the last octet in the IP addresses are different and not in use by other devices on the network assuming your subnet mask is 255 255 255 000 For example if the IP addre...

Страница 47: ...mon problem associated when viewing IP addresses is that either A computer s IP address is not on the same subnet as the other networked devices In other words the first nine numbers three octets in the device s IP address are not identical to those of the other networked devices A computer shows an IP address that starts with the digits 169 254 When this happens it often means the computer could ...

Страница 48: ...over cable is required If you have another NIC and cable available try using them instead The DHCP server that would automatically assign IP addresses is not configured for DHCP Microsoft Windows Vista and 7 To find the IP address of a computer running Microsoft Windows Vista or 7 3 Click on Start and in the Start Search box type cmd 4 Press Enter on your keyboard or click cmd exe in your search l...

Страница 49: ...d should try one of the methods described above to find your IP address Troubleshooting Software Interaction Problems If the physical network and basic configuration procedures in the preceding sections do not resolve your problem focus on software problems The most common software problems are related to firewalls Many third party antivirus programs include built in firewalls You may not realize ...

Страница 50: ...aulty However you can continue to use the other ports 3 The NIC in your computer might have failed If possible connect a different computer to the same network cable If the connection works the problem is with the NIC Contact the NIC manufacturer for support or install a new NIC If the new computer also fails to connect replace the Ethernet cable with a new cable as you might have a faulty cable I...

Страница 51: ...etes its connection to the ISP restart your computer 6 Check that the cable modem s ONLINE LED is ON If it is OFF replace the coaxial cable connecting the cable modem to the cable service If the ONLINE LED does not go ON after the cable modem has been powered up for several minutes contact your cable provider to confirm that the service is active 7 If the ONLINE LED is ON click Status About and co...

Страница 52: ...he Ethernet cable may not be firmly connected at both ends Secure the cable at both ends Often just reseating the cable into a connector is all that is required 3 The NIC may be bad or the cable connected to the NIC may be the wrong kind of network cable for example you may be using a straight through cable when a crossover cable is required If you have another NIC available try using it instead o...

Страница 53: ...he IP addresses for the cable modem and your computer is correct and that both addresses are on the same subnet for example 192 168 1 x 255 255 255 0 Testing the Path from a Computer to the Internet After verifying that the path between your computer and cable modem is working properly use the following procedure to test the path from your computer to the Internet To test the path using ping from ...

Страница 54: ...pears 3 In the first field enter the IP address you want to ping 4 Using the options below the field select an unlimited number of pings or send a specific number of pings 5 Click the Ping button If you receive reply from the destination IP address was contacted successfully request timed out the destination IP address was not contacted successfully destination host unreachable you are not on the ...

Страница 55: ...em s default settings and returns the cable modem to its original factory default settings In certain network scenarios it may be helpful to turn off all the equipment on your network and then turn the equipment all back on Leaving some devices unplugged for up to five minutes can also help If the disconnections are limited to wired clients only Check your NIC settings and all cable routing connec...

Страница 56: ...red connections be sure the physical cable connections are correct Determining a Computer s MAC Address The following sections describe how to obtain a computer s MAC address Microsoft Windows To determine the MAC address on a Windows computer 1 From the Windows task bar click Start and select Run 2 In the Open field type cmd and click OK A DOS command window appears 3 In the DOS command window ty...

Страница 57: ...e dock select System Preferences 2 Select Network Select Location Select Interface 3 Perform one of the following steps For a wired Mac running Mac OS 10 2 or earlier select the TCP IP tab The number next to the Ethernet Address is your MAC address For a wired MAX running OS 10 3 and later select the Ethernet tab The number next to the Ethernet ID is your MAC address For a cable modem connection A...

Страница 58: ... America and Japan to transmit voice and data between devices Uncorrectables Number of codewords that were detected to be damaged beyond possibility of repair by the cable modem If this count is increasing the downstream signal conditions are unacceptable regardless of how good the SNR and power figures look on the Connection page see Viewing Network Connectivity on page 39 Uncorrectables disappea...

Страница 59: ... Connect the equipment into an outlet on a circuit different from that to which the receiver is connected Consult the dealer or an experienced radio TV technician for help The device complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 This device may not cause harmful interference and 2 this device must accept any interference received including interferen...

Страница 60: ... network the telephone company may discontinue your service temporarily If advance notice is not practical the telephone company will notify the customer as soon as possible Also you will be advised of your right to file a complaint with the FCC if you believe it is necessary The telephone company may make changes in its facilities equipment operations or procedures that could affect the operation...

Страница 61: ...16 system requirements 11 Web management 35 Cannot access cable modem 50 access the Internet 51 configure port forwarding 56 connect to networked devices 52 log In to cable modem 50 Certificate 38 CM IP address 39 Compliance 59 Configuration 34 TCP IP 21 46 Connecting LAN 19 WAN 20 Conventions in this document ix Current system time 39 D Determining IP address 46 MAC address 56 DHCP address is not...

Страница 62: ...ering 35 M MAC address 38 determining 56 Menus in Web management 37 Microsoft TCP IP configuration for Windows 7 26 TCP IP configuration for Windows 8 23 TCP IP configuration for Windows Vista 28 N Network access 38 connectivity 39 P Package contents 11 Ping 52 from a computer to the cable modem 52 from a computer to the Internet 53 from a Macintosh 54 Port forwarding 56 Powering on the cable mode...

Страница 63: ... access cable modem 50 cannot access the Internet 51 cannot configure port forwarding 56 cannot connect to networked devices 52 cannot log In to cable modem 50 Ping utility 52 Pinging from a Macintosh 54 slow Web browsing 55 testing the path from a computer to the cable modem 52 testing the path from a computer to the Internet 53 U Upstream bonded channels 39 Uptime 38 W WAN connection 20 Web brow...

Страница 64: ...20 Mason Irvine CA 92618 U S A http www smc com ...

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