APPENDIX B | Troubleshooting

This appendix describes common problems you may encounter and possible solutions to them.

B.1 | Verify you are connected to the EZ Connect™ Wireless Cable Modem Gateway

If you are unable to access the Gateway’s web-based administration pages, then you may not

be properly connected or configured. The screen shots in this section were taken on a Windows

2000 machine, but the same steps will apply to Windows 95/98/Me/XP.

To determine your TCP/IP configuration status, please follow the steps below:

1.

Click [Start] then choose [Run]

2.

Type “cmd” or “command” (without the quotes) to open a DOS prompt.

3.

In the DOS window, type “ipconfig” and verify the information that is displayed.

4.

If you computer is setup for DHCP, then your TCP/IP configuration should be similar to

the information displayed:

•

IP Address: 192.168.0.X (x is number between 100 and 199)

•

Subnet: 255.255.255.0

•

Gateway: 192.168.0.1

If you have an IP address that starts with 169.254.XXX.XXX then see section A.2.

If you have another IP address configured, see section A.3.

B.2 | I am getting an IP Address that starts with 169.254.XXX.XXX

If you are getting this IP Address, then you need to check that you are properly connected to

the EZ Connect™ Wireless Cable Modem Gateway.

Confirm that you have a good link light on the Gateway’s port to which this computer is

connected.

If not, please try another cable.

If you have a good link light, please open up a DOS window as described in section A.1 and type

“ipconfig /renew” (without the quotes)

If you are still unable to get an IP Address from the Gateway, reinstall your network adapter. If

anti-virus software is running on your computer, disable it before reinstalling the network

adapter.

Please refer to your adapter manual for instructions.

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B.3 | I have another IP Address displayed

If you have another IP address listed, then the PC may not be configured for a DHCP

connection. Please refer to

Chapter 4 | Configure your Computer

for information.

Once you have confirmed your computer is configured for DHCP, follow the steps below.

1.

Open a DOS window as described above.

2.

Type “ipconfig /release” (without the quotes)

3.

Then type “ipconfig /renew” (without the quotes)

Once you are able to get a valid IP address from the Gateway, you can now access the web-

based Administration pages.

If you still are not getting an IP address from the Gateway, please reset the hardware as

outlined in Chapter 2 and follow the steps outlined in this appendix again.

Note: all configured

settings will be erased.

If you still cannot access the Gateway once you have reset it, please contact your cable

operator for assistance.

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B.4 | Pinging the EZ Connect™ Wireless Cable Modem Gateway

To verifying Your TCP/IP Connection is configured properly and you are able to access the EZ

Connect™ Wireless Cable Modem Gateway’s web-based management screens – you can use the

‘Ping’ command in DOS.

To access the DOS dialog window please follow the steps below:

1.

Click Start, then choose Run

2.

Windows 98/Me users type “command” and click the [OK] button.

Windows 2000/XP users type “cmd” and click the [OK] button.

3.

At the prompt, type:

ping 10.1.10.1

After you click [enter] to execute the PING command you will get some information

back, below is an outline of the possible return messages:

Good Connection

Bad Connection

There may be something wrong in your installation procedure. Check the following

items in sequence:

1.

Is the Ethernet cable correctly connected between the Gateway and the computer?

2.

The LAN LED on the Gateway and the Link LED of the network card on your

computer must be on.

3.

Is TCP/IP properly configured on your computer?

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B.5 | Symptom / Action Troubleshooting

The Gateway can be easily monitored through panel indicators to identify problems. Please

refer to Chapter 2 – Section 2.0 | LED Definitions to confirm you have the correct LED status.

If

not, then refer to the symptoms and actions outlined below:

SYMPTOM: Power LED is Off

ACTION:

•

Check connections between the Gateway, the external power supply, and the wall

outlet.

•

If the power indicator does not light when the power cord is plugged in, you may have

a problem with the power outlet, power cord, or external power supply.

•

If the unit powers off after running for a while, check for loose power connections,

power losses, or surges at the power outlet.

•

If you cannot isolate the problem, then the external power supply may be defective. In

this case, contact your cable operator for assistance.

SYMPTOM: Diag LED is On

ACTION:

•

Power Cycle the Gateway.

Unplug the Gateway – wait 5 seconds – plug it back into

power.

•

If the Diag LED is still on, reset the hardware as outlined in Chapter 2 and power cycle

the Gateway again.

•

If this does not resolve your problem, contact your cable operator for assistance.

SYMPTOM: Cable LED is Off or Flashing

ACTION:

•

Power Cycle the Gateway.

Unplug the Gateway – wait 5 seconds – plug it back into

power.

•

Confirm your cable operator is not having network issues and the network is up and

running.

•

If you cannot isolate the problem contact your cable operator for assistance.

SYMPTOM: Wireless LED is Off

ACTION:

•

Check to insure the wireless card in the back panel is firmly plugged into the card slot.

If not, unplug Gateway and put the wireless card firmly into the PC Card slot.

•

Confirm wireless option is enabled in the web-management

•

Reboot the Gateway.

•

If you cannot isolate the problem contact your cable operator for assistance.

SYMPTOM: Cannot connect using the web browser

ACTION:

•

Confirm that you are using a Java-supported browser such as Internet Explorer 5.0 or

above, or Netscape Navigator 5.0 or above.

•

Disable any firewall or security software that may be running on your PC.

•

You will also need to verify that the “HTTP Proxy” feature of your web browser is

disabled.

Refer to

Chapter 5 | Configuring the EZ Connect™ Wireless Cable Modem

Gateway

for more information.

•

Check that you have a valid network connection to the Gateway.

•

Check the network cabling between the management station and the Gateway.

SYMPTOM: Forgot or lost the password

ACTION:

•

Contact your cable operator for assistance.

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SYMPTOM: Internet users can not access my service/server hosted on a LAN computer

ACTION:

•

Configure a Port Forwarding rule as described in the

NAT section of

CHAPTER 6.

•

Contact your cable operator for assistance if you do not have this option available in

your login.

SYMPTOM: My Gateway is wireless enabled and I can not connect to the wireless network

ACTION:

•

Confirm that your computer’s wireless adapter is configured with the same SSID and

encryption (if enabled) of the Gateway.

Refer to the

Wireless section of CHAPTER 6.

•

If Wireless MAC Filtering is enabled (Trusted PCs only), ensure that the wireless

computer’s MAC Address has been added to the Wireless Access List.

•

Contact your cable operator for assistance if you do not have these options available in

your login.

SYMPTOM: My VPN, VoIP, multimedia, or other application is not working

ACTION:

•

Configure a Special Application rule as described in the

Firewall section of

CHAPTER

6.

•

Confirm that an Access Control (Port Filtering) rule is not blocking the ports used by

the application.

Refer to the

Firewall section of CHAPTER 6.

•

Contact your cable operator for assistance if you do not have this option available in

your login.

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