Troubleshooting Your Modem

These detailed instructions will guide you through troubleshooting general connectivity issues with your Broadband Cable Modem.

Connecting Your Modem

Note: This should be the coaxial cable installed by your cable provider specifically for the cable modem.

2. Connect the Ethernet/USB cable from the computer to your broadband cable modem. If you have a router you should connect your computer to your router and connect your router to your modem.

Note: Do not connect both the Ethernet and USB cables to the same computer.

3. Connect the power cord to your broadband cable modem and a wall outlet. If you have a router you should connect the power cord to your router and a wall outlet.

4. Your broadband cable modem's status lights should begin to flash as your broadband cable modem connects. Within a few minutes the cable modem should be online. Specific light patterns for your cable modem.

If you connected your broadband cable modem via USB you will need to install USB drivers for your broadband cable modem.

Connectivity issues? Set up your modem.

 

Light Patterns

Arris Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. Online – LED will be steady when online, LED will flash when in standby mode
3. Cable – LED will flash when data transfer occurs
4. USB – LED will flash when data transfer occurs via USB
5. Ethernet – LED will flash when data transfer occurs via Ethernet

Motorola Surfboard (all models) – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. Receive – LED will be solid when connected
3. Send – LED will be solid when connected
4. Online – LED will be solid when connected
5. Activity – LED will flash when data transfer occurs
6. Standby (certain models) – LED will be solid when modem is in standby mode

Webstar DPX 110 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. PC – LED will be solid if link is established between modem and computer
3. Cable – LED will flash when data transfer occurs
4. Status – LED will be steady when online

WebSTAR DPX 100/2100 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. PC – LED will be solid if link is established between modem and computer
3. Data – LED will flash when data transfer occurs
4. Cable – LED will be steady when online

Webstar DPC 2100 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. Data Receive – LED will flash when data transfer occurs
3. Data Send – LED will flash when data transfer occurs
4. Cable – LED will be steady when online
5. PC – LED will be solid if link is established between modem and computer

Com21 DOXport 1010 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. RF – LED solid green when modem is online
3. TD – LED will flash when data transfer occurs
4. RD – LED will flash when data transfer occurs
5. Link – LED will be solid if link is established between modem and computer

Com21 DOXport 1110 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. LAN – LED will be solid if link is established between modem and computer
3. CBL – LED will be solid green when modem is online
4. SND – LED will flash when data transfer occurs
5. RCV – LED will flash when data transfer occurs
6. OPT – LED flashes as needed (undefined by manufacturer)

Windows

These instructions will guide you through troubleshooting connectivity issues with your broadband cable modem using Windows 7. This procedure is useful when experiencing difficulty in connecting or maintaining a connection to the Internet. After reading these instructions, you may want to copy and save it on your computer for future reference.

Before continuing, if you are currently able to access the Internet, you can check the PenTeleData Network Status page to see if there are any outages that may affect your Internet access.


Checking for Standby

On certain cable modems, there is a standby feature that will disable access to the Internet via USB and Ethernet connections. If you are using a Motorola Surfboard or an Arris cable modem, check for this first. If your cable modem does not have the standby feature, proceed to the next section (Resetting the Cable Modem).

1. Check for the standby indicator. On the Motorola Surfboard cable modem the “Standby” LED will be lit. On the Arris cable modem the “Online” LED will be flashing. Complete list of cable modem light patterns (for cable modems distributed to broadband customers).

2. If the cable modem is not in standby, proceed to the next section (Resetting the Cable Modem). If the cable modem is in standby, press the “Standby” button, which is usually located on the top or back of your cable modem.

3. After your broadband cable modem returns to normal operating mode, restart your computer, and try accessing the Internet. If you are still unable to access the Internet, proceed to the next section (Resetting the Cable Modem).


Resetting the Cable Modem

1. Turn your computer off, disconnect the power from your router (if applicable), then disconnect the power from the back of the cable modem.

2. Wait approximately 2 minutes.

3. Reconnect the power to the back of the cable modem.

4. Your cable modem’s LEDs should begin to flash as the cable modem connects. Within a few minutes the cable modem should be online.

5. After the cable modem is online, plug in the power to your router (if applicable), and then turn on your computer. After Windows has reached the desktop, try browsing several websites. If you are still unable to access the Internet, try renewing your IP address as explained in the next section.

Windows 7 IP Configuration

Close all applications or programs that may be open.

1. Click the “Windows” menu, in the “Search programs and files” box type in “cmd” (without the quotes) then hit “Enter” on your keyboard.

2. Type “ipconfig” (without the quotes) and press “Enter” on your keyboard.

3. Your IP address should now be displayed as shown in the window below.

4. The “Control Panel” will now appear. Click “Network and Internet.”

5. Click “Network and Sharing Center.”

6. Click “Change adapter settings.”

7. The “Network Connections” window will now appear. Right-click on “Local Area Connection” and click “Diagnose.”

8. The “Windows Network Diagnostics” window will now open and scan the connection for any problems. If windows is unable to find any problems with the connection click “Close.”

Mac OSX

These instructions will guide you through troubleshooting connectivity issues with your broadband cable modem using Macintosh OS X. This procedure is useful when experiencing difficulty in connecting or maintaining a connection to the Internet. After reading this document, you may want to print a copy and store it in a safe place for future reference.

Before continuing, if you are currently able to access the Internet, you can check the PenTeleData Network Status page to see if there are any outages that may affect your Internet access.

Checking for Standby

On certain cable modems, there is a standby feature that will disable access to the Internet. If you are using a Motorola Surfboard or an Arris cable modem, check for this first. If your cable modem does not have the standby feature, proceed to the next section (Resetting the Cable Modem).

1. Check for the standby indicator. On the Motorola Surfboard cable modem the "Standby" LED will be lit. On the Arris cable modem the "Online' LED will be flashing. Complete list of cable modem light patterns (for cable modems distributed to broadband customers).

2. If the cable modem is not in standby, proceed to the next section (Resetting the Cable Modem). If the cable modem is in standby, press the "Standby" button, which is usually located on the top or back of your broadband cable modem.

3. After your broadband cable modem returns to normal operating mode, restart your computer, and try accessing the Internet. If you are still unable to access the Internet, proceed to the next section (Resetting the Cable Modem).

Resetting the Cable Modem

1. Turn your computer off, disconnect the power from your router (if applicable), then disconnect the power from the back of the cable modem.

2. Wait approximately 2 minutes.

3. Reconnect the power to the back of the cable modem.

4. Your cable modem's LEDs should begin to flash as the cable modem connects. Within a few minutes the cable modem should be online.

5. After the cable modem is online, plug in the power to your router (if applicable), and then turn on your computer. After your Macintosh has reached the desktop, try browsing several websites. If you are still unable to access the Internet, try renewing your IP address as explained in the next section.

Renewing your IP Address for Mac OSX

1. Begin by clicking the "Apple" menu and selecting "System Preferences."

2. Click on 'Network' and select 'Ethernet' or 'Wi-Fi'. In the lower right hand corner select 'Advanced'.

3. Select 'Renew DHCP Lease' on the right hand side. Close the window when finised.

Renewing your IP Address for Macintosh 10.0 to 10.2

Note: If you are using Macintosh 10.3 or 10.4, please skip to the next section, "Renewing your IP Address for Macintosh 10.3 and 10.4."

Close all applications or programs that may be open.

1. Begin by clicking the "Apple" menu and selecting "System Preferences."


2. Double-click the "Network" icon.


3. The "Network" window should appear as shown below. Next, select the "TCP/IP" tab.

Note: If your window does not display any numbers next to the fields as shown below, verify you computer is properly connected to the cable modem.


4. In the "Configure:" menu, select any option but "Using DHCP."


5. Click "Apply Now" to save your settings.


6. While still in the "Network" window, select 'Using DHCP" from the "Configure:" menu.


7. Click "Apply Now" to save your settings.


8. Your IP address has been renewed and should resemble the window below. Click the top left button to close the window.


If you receive an error during renewing your IP address or you are still unable to access the Internet at this point, please refer to the last paragraph in these instructions for further instructions.

Renewing your IP Address for Macintosh 10.3 and 10.4

Close all applications or programs that may be open.

1. Begin by clicking the "Apple" menu and selecting "System Preferences."

2. Double-click the "Network" icon.


3. Select "Built-in Ethernet" and click on "Configure…"


4. The 'Network" window should appear as shown below. Next, select the "TCP/IP" tab.

Note: If your window does not display any numbers next to the fields as shown below, verify you computer is properly connected to the cable modem.


5. Click on "Renew DHCP Lease."


6. Your IP address has been renewed and should resemble the window below. Click the top left button to close the window.

 

Windows 2000 and XP

These instructions will guide you through troubleshooting connectivity issues with your broadband cable modem using Windows 2000 and XP. This procedure is useful when experiencing difficulty in connecting or maintaining a connection to the Internet. After reading this document, you may want to print a copy and store it in a safe place for future reference.

Before continuing, if you are currently able to access the Internet, you can check the PenTeleData Network Status page to see if there are any outages that may affect your Internet access.

Checking for Standby

On certain cable modems, there is a standby feature that will disable access to the Internet. If you are using a Motorola Surfboard or an Arris cable modem, check for this first. If your cable modem does not have the standby feature, proceed to the next section (Resetting the Cable Modem).

1. Check for the standby indicator. On the Motorola Surfboard cable modem the "Standby" LED will be lit. On the Arris cable modem the "Online" LED will be flashing. To see a complete list of cable modem light patterns (for cable modems distributed to broadband customers) click HERE.

2. If the cable modem is not in standby, proceed to the next section (Resetting the Cable Modem). If the cable modem is in standby, press the "Standby" button, which is usually located on the top or back of your broadband cable modem.

3. After your broadband cable modem returns to normal operating mode (complete list of cable modem light patterns), restart your computer, and try accessing the Internet. If you are still unable to access the Internet, proceed to the next section (Resetting the Cable Modem).

Resetting the Cable Modem

1. Turn your computer off, disconnect the power from your router (if applicable), then disconnect the power from the back of the cable modem.

2. Wait approximately 2 minutes.

3. Reconnect the power to the back of the cable modem.

4. Your cable modem's LEDs should begin to flash as the cable modem connects. Within a few minutes the cable modem should be online.

5. After the cable modem is online, plug in the power to your router (if applicable), and then turn on your computer. After Windows has reached the desktop, try browsing several websites. If you are still unable to access the Internet, try renewing your IP address as explained in the next section. If you are using Windows XP, you may skip to the section "Repairing your connection in Windows XP."

Windows 2000/XP IP Configuration

Let's Begin:
Close all applications or programs that may be open.


1. Click "Start," then click "Run."

2. In the "Run" dialog box type "cmd" (without the quotes) then click "OK."

3. Type "ipconfig" (without the quotes) and press "Enter" on your keyboard.

 

4. Your IP address should now be displayed as shown in the window below.

5. To release your IP address, type "ipconfig /release" (without the quotes) and press "Enter" on your keyboard. Your IP address should now be "0.0.0.0," if it is not please call Technical Support at (800)281-3564.

6. To renew your IP address type "ipconfig /renew" (without the quotes) and press "Enter" on your keyboard. Your IP address has been renewed.

If you receive an error during renewing your IP address or you are still unable to access the Internet at this point, please refer to the last paragraph in this document for further instructions.

Repairing your connection in Windows XP

Let’s Begin:
Close all applications or programs that may be open.

1. Click "Start," click "Control Panel."

Note: If you do not see "Control Panel," click on "Settings," and then choose "Control Panel."

2. The "Control Panel" will now appear. Double-click on "Network Connections," as shown below.

Note: If you do not see a "Network Connections" icon, click on "Switch to Classic View" on the left side of the window. Your screen should now resemble the window below.

3. The "Network Connections" window will now appear. Right-click on "Local Area Connection" and click "Repair."

If your connection repairs correctly you will receive the following message.

  

Windows 95, 98, 98SE, & ME

These instructions will guide you through troubleshooting connectivity issues with your broadband cable modem using Windows 95, 98, 98SE, and ME. This procedure is useful when experiencing difficulty in connecting or maintaining a connection to the Internet. After reading this document, you may want to print a copy and store it in a safe place for future reference.

Before continuing, if you are currently able to access the Internet, you can check the PenTeleData Network Status page to see if there are any outages that may affect your Internet access.

Checking for Standby

On certain cable modems, there is a standby feature that will disable access to the Internet. If you are using a Motorola Surfboard or an Arris cable modem, check for this first. If your cable modem does not have the standby feature, proceed to the next section (Resetting the Cable Modem).

1. Check for the standby indicator. On the Motorola Surfboard cable modem the “Standby” LED will be lit. On the Arris cable modem the “Online” LED will be flashing. Complete list of cable modem light patterns (for cable modems distributed to broadband customers).

2. If the cable modem is not in standby, proceed to the next section (Resetting the Cable Modem). If the cable modem is in standby, press the “Standby” button, which is usually located on the top or back of your Broadband cable modem.

3. After your Broadband cable modem returns to normal operating mode, restart your computer, and try accessing the Internet. If you are still unable to access the Internet, proceed to the next section (Resetting the Cable Modem).

Resetting the Cable Modem

1. Turn your computer off, disconnect the power from your router (if applicable), then disconnect the power from the back of the cable modem.

2. Wait approximately 2 minutes.

3. Reconnect the power to the back of the cable modem.

4. Your cable modem's LEDs should begin to flash as the cable modem connects. Within a few minutes the cable modem should be online.

5. After the cable modem is online, plug in the power to your router (if applicable), and then turn on your computer. After Windows has reached the desktop, try browsing several websites. If you are still unable to access the Internet, try renewing your IP address as explained in the next section.


Windows 95/98/98SE/ME IP Configuration

Close all applications or programs that may be open.


1. Click "Start," then click "Run."


2. The "Run" dialog box will now appear. Type "winipcfg" (without the quotes) then click "OK."


3. The IP Configuration window should now appear. Select your Ethernet adapter or your USB cable modem from the drop down menu, as shown below.


4. To release the IP address, click "Release All." Your IP address should now be "0.0.0.0," if it is not please call Technical Support at (800)281-3564.


5. Then click "Renew All." Your IP address has been renewed and should resemble the window below.

Macintosh OS 8.6.1 to 9.2.2

These instructions will guide you through troubleshooting connectivity issues with your broadband cable modem using Macintosh 8.6.1 to 9.2.2. This procedure is useful when experiencing difficulty in connecting or maintaining a connection to the Internet. After reading this document, you may want to print a copy and store it in a safe place for future reference.

Before continuing, if you are currently able to access the Internet, you can check the PenTeleData Network Status page to see if there are any outages that may affect your Internet access.

Checking for Standby

On certain cable modems, there is a standby feature that will disable access to the Internet. If you are using a Motorola Surfboard or an Arris cable modem, check for this first. If your cable modem does not have the standby feature, proceed to the next section (Resetting the Cable Modem).

1. Check for the standby indicator. On the Motorola Surfboard cable modem the "Standby" LED will be lit. On the Arris cable modem the "Online" LED will be flashing. Complete list of cable modem light patterns (for cable modems distributed to broadband customers).

2. If the cable modem is not in standby, proceed to the next section (Resetting the Cable Modem). If the cable modem is in standby, press the "Standby" button, which is usually located on the top or back of your broadband cable modem.

3. After your broadband cable modem returns to normal operating mode, restart your computer, and try accessing the Internet. If you are still unable to access the Internet, proceed to the next section (Resetting the Cable Modem).

Resetting the Cable Modem

1. Turn your computer off, disconnect the power from your router (if applicable), then disconnect the power from the back of the cable modem.

2. Wait approximately 2 minutes.

3. Reconnect the power to the back of the cable modem.

4. Your cable modem's LEDs should begin to flash as the cable modem connects. Within a few minutes the cable modem should be online.

5. After the cable modem is online, plug in the power to your router (if applicable), and then turn on your computer. After your Macintosh has reached the desktop, try browsing several websites. If you are still unable to access the Internet, try renewing your IP address as explained in the next section.

Renewing your IP Address for Macintosh OS 8.6.1 to OS 9.2.2

Let’s Begin:
Close all applications or programs that may be open.
1. Begin by clicking the "Apple" menu, scroll down to "Control Panels", and then click on "TCP/IP".


2. The TCP/IP window should now appear as shown below.


3. In the "Configure:" menu, select any option other than "Using DHCP Server" or "Manual."


4. Click on the top left button to close the window. Click "Save" when prompted to save the current configuration.


5. Click on the "Apple" menu, scroll down to "Control Panels", and then click on "TCP/IP".


6. When the "TCP/IP" window appears, select "Using DHCP Server" from the "Configure:" menu.


7. Your IP will now display "< not available >" until you restart your computer.

8. Click on the top left button to close the window. Click "Save" when prompted to save the current configuration.


9. Restart your computer.

10. When you computer is done restarting open your web browser.

Checking USB Driver Dates in Windows 95, 98, 98SE, & ME

These instructions will guide you through checking the date of your USB cable modem driver in Windows 95, 98, 98SE, and ME. This procedure can be useful when experiencing difficulty in maintaining an Internet connection.

Close all applications or programs that may be open.

1. Click "Start", "Settings", and click on "Control Panel."

2. The "Control Panel" window will now appear. Double-click on "System," as shown below.

3. The "System Properties" window will now appear. Select the "Device Manager" tab.

4. Click the plus sign (+) next to "Network adapters," then right-click on the brand name of your USB cable modem adapter and click on "Properties."

5. Click on the "Driver" tab. The "Date" will show the date of the currently installed driver.

If the Driver Date is more than a couple years old and you are experiencing difficulty in maintaining a connection, you may want to update your driver to a newer version. Below you will find several links to various manufacturers’ websites. These links contain updated USB drivers and/or end user guides to assist you with your cable modem.

Motorola Surfboard 4100-5100 series USB drivers and user guides –
http://www.motorola.com/Support/US-EN/Consumer-Support/Cable-Modems-and-Gateways

Motorola Surfboard 5101 and 5120 series USB drivers and user guides –
http://www.motorola.com/Support/US-EN/Consumer-Support/Cable-Modems-and-Gateways

Arris Touchstone cm450 USB driver (cm300 no longer available) –
http://www.arrisi.com/support/documentation/usb_and_ug/index.asp

Arris Touchstone cm450 user guide –
http://www.arrisi.com/support/documentation/usb_and_ug/index.asp

Webstar DPX/DPC series USB drivers –
http://www.cisco.com/web/consumer/support/modem_DPX2100.html#~drivers
Note: Guides for updating the USB drivers are located at the bottom of the page.

Webstar DPX/DPC series user guides –
http://www.cisco.com/web/consumer/support/modem_DPX2100.html#~user-guides

 

_______________________________________

 

 

 

If you are still unable to access the Internet at this point, please contact Technical Support at (800)281-3564. Before contacting Technical Support, please have your cable modem's MAC address ready for the Technical Support Representative. The MAC address is usually on a sticker located on the bottom, back, or side of your cable modem. An example of the MAC address is shown below.

Checking USB Driver Dates in Windows 2000 & XP

These instructions will guide you through checking the date of your USB cable modem driver in Windows 2000 and XP. This procedure can be useful when experiencing difficulty in maintaining an Internet connection.

Let’s Begin:
Close all applications or programs that may be open.

1. Click "Start", "Settings," and click on "Control Panel."

Note: If you are using Windows XP and do not see "Settings," click "Control Panel" located on the right-hand side of the Start Menu as shown below.

2. The Control panel will now appear. Double-click on 'System," as shown below.

Note: If you are using Windows XP and do not see a "System" icon, click on "Switch to Classic View" on the left side of the window. Your screen should now resemble the window below.

3. The "System Properties" window will now appear. Select the "Hardware" tab and click on the "Device Manager" button.

4. Click the plus sign (+) next to "Network adapters," then right-click on the brand name of your USB cable modem adapter and click on 'Properties."


5. Click on the "Driver" tab. The "Driver Date" will show the date of the currently installed driver.


If the Driver Date is more than a couple years old and you are experiencing difficulty in maintaining a connection, you may want to update your driver to a newer version. Below you will find several links to various manufacturers’ websites. These links contain updated USB drivers and/or end user guides to assist you with your cable modem.

Motorola Surfboard 4100-5100 series USB drivers and user guides –
http://www.motorola.com/Support/US-EN/Consumer-Support/Cable-Modems-and-Gateways

Motorola Surfboard 5101 and 5120 series USB drivers and user guides –
http://www.motorola.com/Support/US-EN/Consumer-Support/Cable-Modems-and-Gateways

Arris Touchstone cm450 USB driver (cm300 no longer available) –
http://www.arrisi.com/support/documentation/usb_and_ug/index.asp

Arris Touchstone cm450 user guide –
http://www.arrisi.com/support/documentation/usb_and_ug/index.asp

Webstar DPX/DPC series USB drivers –
http://www.cisco.com/web/consumer/support/modem_DPX2100.html#~drivers
Note: Guides for updating the USB drivers are located at the bottom of the page.

Webstar DPX/DPC series user guides –
http://www.cisco.com/web/consumer/support/modem_DPX2100.html#~user-guides