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Troubleshooting The customers High-speed Cable Modem for Windows 2000 and XP

These instructions will guide you through troubleshooting connectivity issues with the customers high-speed 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, check to see if there are any outages that may affect the customers 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 the customers 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 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 the customers high-speed cable modem.

3. After the customers high-speed cable modem returns to normal operating mode (click HERE to see a complete list of cable modem light patterns), restart the customers 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 the customers computer off, disconnect the power from the customers 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. The customers cable modem's LEDs should begin to flash as the cable modem connects. Within a few minutes the cable modem should be online. To see the specific light patterns for the customers modem click HERE.

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

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

5. To release the customers IP address, type "ipconfig /release" (without the quotes) and press "Enter" on the customers keyboard. The customers IP address should now be "0.0.0.0,".

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

If you receive an error during renewing the customers 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 the customers 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. The customers 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 the customers connection repairs correctly you will receive the following message.

If you do not see this message, or still cannot access the internet, please contact a senior technician. Before contacting a senior technician, please have the customers cable modem’s MAC address ready for the senior tech. The MAC address is usually on a sticker located on the bottom, back, or side of the customers cable modem. An example of the MAC address is shown below.