Troubleshooting Your High-speed Cable Modem for Windows
7
These instructions will guide you through
troubleshooting connectivity issues with your high-speed cable modem using
Windows 7. 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 Internet access in the area
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.
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 high-speed 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
Let’s Begin:
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. To release your IP address, type
“ipconfig /release” (without the quotes) and press
“Enter” on your keyboard. Your IP address should now be blank.
5. 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.
Diagnosing your connection
in Windows 7
Let’s Begin:
Close all applications or programs
that may be open.
1. Click the “Windows” menu, and
select “Control Panel.”
2. The “Control Panel” will now
appear. Click “Network and Internet.”
3. Click “Network and Sharing
Center.”
4. Click “Change adapter settings.”
5. The “Network Connections” window
will now appear. Right-click on “Local Area Connection” and click “Diagnose.”
6. 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.”
If you do not see this message, or
still cannot access the internet, ask a senior technician for
assistance. Before requesting assistance from a senior technician, please have the
customer cable modem’s MAC address ready. 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.
