Troubleshooting Tips
Problem:
I cannot access the Internet. What should I do first?
Solution:
Make sure that your Cable Modem’s MAC address is registered with your cable
provider. When your provider’s representative or setup software asks for your MAC
address, you can find the CM MAC address on your modem’s bottom label. The CM
MAC address is the same as the RF MAC address printed on the label. If you are
having a problem, you may need to check with your cable service provider to make
sure the service provider set up its system properly for your cable modem.
¾
Make sure your Cable Modem’s Power button is ON and that the cable modem’s
power cube is plugged into a live power outlet.
¾
Check your Cable Modem’s Ethernet and coaxial cable connections. Make sure the
coaxial cable is tightly connected. Make sure that the Ethernet cable that connects a
computer or router to your Cable Modem is plugged in all the way on both ends.
¾
Power off your modem for at least 10 seconds, then power it back on.
¾
Restart your computer or other devices connected to the Cable Modem. This
ensures that they receive a correct IP address.
Problem: What do I do if my cable service provider wants me to access the Configuration
Manager?
Solution:
Make sure you have a connection between your computer or other device and the cable
modem.
1
On your computer, open a browser and type in the address
192.168.100.1
Enter
User Name:
admin
Password:
password
2
Now you will see status information about your cable modem and its
connection that you can read back to your service provider.
Problem: What if I'm told that my Model 5341J cable modem isn't approved for my cable
modem service?
Solution:
This modem has been certified by CableLabs and by Comcast, Time Warner Cable,
Cox, Bright House, and other cable modem service providers. You can often find a list
of certified modems on the Web site of your cable service provider. Beware of installers
who try to get you to use their cable modem instead of a Zoom cable modem. Some of
these installers provide bad information because they are misinformed or because they
earn a fee for providing their cable modem. If the installer tells you that a cable modem
provided by him or the service provider is "free", that's almost never true. When in
doubt, check the cable service provider’s Web site!
•
In the unlikely event that you are told that your Zoom modem is not approved by your cable
modem service, please email us at
or call us at
(617)753-0963
.
•
Approval information for CableLabs, Comcast, Cox, and CableOne
®
is available at
www.zoomtel.com/cableOK
