Chapter 2: Additional Information
14
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.
Check all of the connections to your modem.
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Your Ethernet card may not be working. Check each product’s documentation for more information.
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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.
Two lights are flashing in sequence (DS & US) while 2 others are on (Power & Online).
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This means the modem is automatically updating its system software. Please wait for the lights to stop flashing.
The updating process typically lasts less than one minute.
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Do not remove the power supply or reset the modem during this process.
I can’t get the modem to establish an Ethernet connection.
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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.
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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).
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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. 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.
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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.
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Verify that the Cable Modem service is DOCSIS compliant by calling your cable provider.
