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Page 41 / 50 Scroll up to view Page 36 - 40
OL-30544-01
25
Introduction
This chapter describes the most common issues that may occur after
the residential gateway is installed and provides possible solutions
and tips for improved performance of the residential gateway.
4
Chapter 4
Troubleshooting the DOCSIS
3.0 Wireless Residential
Gateway
In This Chapter
Frequently Asked Questions
.............................................................
26
Common Troubleshooting Issues
.....................................................
31
Tips for Improved Performance
........................................................
32
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Chapter 4
Troubleshooting the DOCSIS 3.0 Wireless Residential Gateway
26
OL-30544-01
Frequently Asked Questions
This section provides answers to common questions about the residential gateway.
How Do I Configure TCP/IP Protocol?
To configure TCP/IP protocol, you need to have an Ethernet Network Interface Card
(NIC) with TCP/IP communications protocol installed on your system. TCP/IP is a
communications protocol used to access the Internet. This section contains
instructions for configuring TCP/IP on your Internet devices to operate with the
residential gateway in Microsoft Windows or Macintosh environments.
TCP/IP protocol in a Microsoft Windows environment is different for each
operating system. Follow the appropriate instructions in this section for your
operating system.
Configuring TCP/IP on Windows 7 Systems
1
Open Network Connections by clicking the
Start
button, and then clicking
Control Panel
.
2
In the Search field, type
adapter
, and then, under
Network and Sharing Center
,
click
View network connections
.
3
Right-click the connection that you want to change, and then click
Properties
. If
you are prompted for an administrator password or confirmation, type the
password or provide confirmation. The Local Area Connection Properties
window appears.
4
Click the
Networking
tab.
5
Under
This connection uses the following items
, click either
Internet Protocol
Version 4 (TCP/IPv4)
or
Internet Protocol Version 6 (TCP/IPv6)
, and then click
Properties
.
6
To specify IPv4 IP address settings, do one of the following:
To get IP settings automatically using DHCP, click
Obtain an IP address
automatically
, and then click
OK
.
To specify an IP address, click
Use the following IP address
, and then, in the
IP address
,
Subnet mask
, and
Default gateway
fields, type the IP address
settings.
7
To specify IPv6 IP address settings, do one of the following:
To get IP settings automatically using DHCP, click
Obtain an IPv6 address
automatically
, and then click
OK
.
To specify an IP address, click
Use the following IPv6 address
, and then, in
the
IPv6 address
,
Subnet prefix length
, and the
Default gateway
fields, type
the IP address settings.
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Frequently Asked Questions
OL-30544-01
27
8
To specify DNS server address settings, do one of the following:
To get a DNS server address automatically using DHCP, click
Obtain DNS
server address automatically
, and then click
OK
.
To specify a DNS server address, click
Use the following DNS server
addresses
, and then, in the
Preferred DNS server
and
Alternate DNS server
fields, type the addresses of the primary and secondary DNS servers.
9
To change advanced DNS, WINS, and IP settings, click
Advanced
.
10
When you are finished, click
OK
.
11
Try to access the Internet. If you cannot access the Internet, contact your service
provider for further assistance.
Configuring TCP/IP on Windows XP Systems
1
Click
Start
, and depending on your Start menu setup, choose one of the
following options:
If you are using the Windows XP Default Start menu, choose
Connect to
,
choose
Show all connections
, and then go to Step 2.
If you are using the Windows XP Classic Start menu, select
Settings
, choose
Network Connections
, click
Local Area Connection
, and then go to Step 3.
2
Double-click the
Local Area Connection
icon in the LAN or High-Speed Internet
section of the Network Connections window.
3
Click
Properties
in the Local Area Connection Status window.
4
Click
Internet Protocol (TCP/IP)
, and then click
Properties
in the Local Area
Connection Properties window.
5
Select both
Obtain an IP address automatically
and
Obtain DNS server address
automatically
in the Internet Protocol (TCP/IP) Properties window, and then
click
OK
.
6
Click
Yes
to restart your computer when the Local Network window appears.
The computer restarts. The TCP/IP protocol is now configured on your PC, and
your Ethernet devices are ready for use.
7
Try to access the Internet. If you cannot access the Internet, contact your service
provider for further assistance.
Configuring TCP/IP on Macintosh Systems
1
Click the
Apple
icon in the upper-left corner of the Finder. Scroll down to
Control Panels
, and then click
TCP/IP
.
2
Click
Edit
on the Finder at the top of the screen. Scroll down to the bottom of the
menu, and then click
User Mode
.
3
Click
Advanced
in the User Mode window, and then click
OK
.
4
Click the Up/Down selector arrows located to the right of the Connect Via
section of the TCP/IP window, and then click
Using DHCP Server
.
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Chapter 4
Troubleshooting the DOCSIS 3.0 Wireless Residential Gateway
28
OL-30544-01
5
Click
Options
in the TCP/IP window, and then click
Active
in the TCP/IP
Options window.
Note:
Make sure that the
Load only when needed option
is
unchecked
.
6
Verify that the
Use 802.3
option located in the upper-right corner of the TCP/IP
window is unchecked. If there is a check mark in the option, uncheck the option,
and then click
Info
in the lower-left corner.
7
Is there a Hardware Address listed in this window?
If
yes
, click
OK
. To close the TCP/IP Control Panel window, click
File
, and
then scroll down to click
Close
. You have completed this procedure.
If
no
, you must power off your Macintosh.
8
With the power off, simultaneously press and hold down the
Command
(Apple)
,
Option
,
P
, and
R
keys on your keyboard. Keeping those keys pressed
down, power on your Macintosh but do not release these keys until you hear the
Apple chime at least three times, then release the keys and let the computer
restart.
9
When your computer fully reboots, repeat Steps 1 through 7 to verify that all
TCP/IP settings are correct. If your computer still does not have a Hardware
Address, contact your authorized Apple dealer or Apple technical support center
for further assistance.
How Do I Renew the IP Address on My PC?
If your PC cannot access the Internet after the residential gateway is online, it is
possible that your PC did not renew its IP address. Follow the appropriate
instructions in this section for your operating system to renew the IP address on
your PC.
Renewing the IP Address on Windows 7 Systems
1
Click the Windows
Start
button.
2
Type
cmd
in the Search field. The cmd window appears.
3
Type
ipconfig /renew
and press
Enter
to renew the IP address of the computer.
Renewing the IP Address on Windows XP Systems
1
Click
Start
, and then click
Run
. The Run window appears.
2
Type
cmd
in the Open field and click
OK
. A window with a command prompt
appears.
3
Type
ipconfig /release
at the C:/ prompt and press
Enter
. The system releases
the IP address.
4
Type
ipconfig /renew
at the C:/ prompt and press
Enter
. The system displays a
new IP address.
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Frequently Asked Questions
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29
5
Click the
X
in the upper-right corner of the window to close the Command
Prompt window. You have completed this procedure.
Note:
If you cannot access the Internet, contact your service provider for further
assistance.
Renewing the IP Address on Macintosh Systems
1
Close all open programs.
2
Open your
Preferences
folder.
3
Drag the
tcp/ip preferences
file to the Trash.
4
Close all open windows and empty the Trash.
5
Restart your computer.
6
As your computer starts, simultaneously press and hold down the
Command
(Apple)
,
Option
,
P
, and
R
keys on your keyboard. Keeping those keys pressed
down, power on your Macintosh but do not release these keys until you hear the
Apple chime at least three times, release the keys and let the computer restart.
7
When your computer fully reboots, click the
Apple
icon in the upper-left corner
of the Finder. Scroll down to
Control Panels
, and then click
TCP/IP
.
8
Click
Edit
on the Finder at the top of the screen. Scroll down to the bottom of the
menu, and then click
User Mode
.
9
Click
Advanced
in the User Mode window, and then click
OK
.
10
Click the Up/Down selector arrows located to the right of the Connect Via
section of the TCP/IP window, and then click
Using DHCP Server
.
11
Click
Options
in the TCP/IP window, and then click
Active
in the TCP/IP
Options window.
Note:
In some cases, the
Load only when needed
option does not appear. If it
appears, select the option. A check mark appears in the option.
12
Verify that the
Use 802.3
option located in the upper-right corner of the TCP/IP
window is not selected. If there is a check mark in the option, select the option to
clear the check mark, and then click
Info
in the lower-left corner.
13
Is there a Hardware Address listed in this window?
If
yes
, click
OK
. To close the TCP/IP Control Panel window, click
File
, and
then scroll down to click
Close
.
If
no
, repeat these instructions from Step 6.
14
Reboot your computer.

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