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Appendix A: Troubleshooting Tips
Problem:
I cannot access the Internet. What should I do first?
Solution:
¾
Make sure that your Cable Modem/Router’s MAC address is
registered with your cable provider. When your provider’s
representative or setup software asks for your MAC address, you can
find the
CM MAC
address on your modem/router’s bottom label. If
you are having a problem, you may need to check with your cable
service provider to make sure the service provider set up its system
properly for your cable modem.
¾
Check your Cable Modem/Router’s Ethernet and coaxial cable
connections. Make sure the coaxial cable is tightly connected. If a
computer is plugged into an Ethernet port, make sure that the cable is
plugged in all the way on both ends.
¾
If you are using wireless, check that your wireless connection is
functioning correctly. Check the section below, “I am having trouble
connecting my computer or other device wirelessly to the Cable
Modem/Router.”
¾
Power off your modem/router for at least 10 seconds and then power
it back on.
¾
Restart your computer or other devices connected to the Cable
Modem/Router. This ensures that they receive a correct IP address
from the router.
Problem:
I cannot access the Internet. My Power light is on, my Downstream
and Upstream lights are on or blinking, and my Online light is on.
Solution:
¾
If you are using your computer’s Ethernet port, check that there is a
good connection between your computer and the modem/router’s
Ethernet port. Check that the light for that port is on or flashing.
¾
If you are using wireless, check that your wireless connection is
functioning correctly. Check the section below, “I am having trouble
connecting my computer or other device wirelessly to the Cable
Modem/Router.”
136
Page 137 / 142
Problem:
I cannot access the Internet. My Power light is on, and my
Downstream and Upstream lights are on or blinking. My Online light
won’t stay on.
Solution:
¾
Check to see that your cable TV is working. If it isn’t, contact your
cable service provider. There may be a bad connection to the cable to
your home or location.
¾
Check with your cable service provider to make sure that your cable
data service is available and running.
¾
In some cases, the cable signal may be weak or noisy. If possible, see
if the cable modem/router works better when it’s connected as near
as possible to where the coaxial cable comes into your home.
¾
If you have a splitter between the cable modem/router and the wall,
remove the splitter and connect the cable modem/router directly to
the wall.
A splitter is a small device that has a single coax cable on
one side and 2 coax cables on the other side. If this fixes the problem,
you may need to get a better splitter.
¾
If the problem persists, you may need to ask your cable service
provider to check the signal quality on your cable connection.
Problem:
I am having trouble connecting my computer or other device
wirelessly to the Cable Modem/Router.
Solution:
Try the following:
¾
Verify that you can access the Internet with a computer or other device
connected through an Ethernet cable to one of the LAN ports of your
cable modem/router.
If you cannot, try the steps outlined in the previous troubleshooting
tips.
If the wired computer can access the Internet, reboot the wireless
device (this will allow the device to release and renew their IP
addresses) and try to access the Internet again.
If you still cannot connect to the Internet wirelessly, continue below.
Page 138 / 142
¾
Check the wireless security settings on the wireless device and verify
that your device is using the same wireless security and password as
the Cable Modem/Router. The default wireless settings can be found
on the bottom label of your router. The settings on your computer,
phone, or other device must match the modem/router settings – either
the default settings or some new settings you made.
¾
Check the signal strength of your wireless connection. Most wireless
adapters have some type of signal strength meter that shows how
strong your wireless signal is.
Windows users
, click the
Wireless
icon
in your system tray to check signal strength. If your signal strength is
not strong enough, try reorienting the antennas on the Cable
Modem/Router.
¾
Change the wireless channel. To do that, follow these steps:
1
Open the Zoom Configuration Manager by entering the following in
your Web browser's address bar:
2
In the
Login
dialog box, type the following User Name and
Password in lower case, and then click
Login
.
User Name:
admin
Password:
admin
3
Click
Wireless
on the menu tab to open the
Wireless
page.
4
On the Radio page, Under Select 2.4 or 5 GHz option. If you chose
to use 2.4 GHz, then go from the
Control Channel
drop-down
menu, select a channel that is 5 channels away from the current
channel you are using. You may need to switch the
Sideband for
Control Channel
setting from lower to upper to access the higher
channels. If you chose to use 5 GHz, then go from the Channel
Specification drop-down menu, select a different channel.
5
Be sure to click
Apply
after you change the channel. All devices
connecting wirelessly will automatically switch to the new channel.
¾
If changing the wireless channel did not help, you should reduce the
amount of bandwidth your wireless connection is using from 40 Mhz to
20 Mhz on the same
wireless
page.
¾
Move the device trying to access the Cable Modem/Router to a different
location, ideally closer to the Cable Modem/Router.
¾
If possible, move the Cable Modem/Router to a new location, ideally
closer to the wireless device.
Page 139 / 142
¾
For some computers and some tablets, try deleting the old network
settings including the SSID and password/pre-shared key. After you do
that, use the new settings. Normally the new settings should be the
modem/router’s default settings as discussed above.
¾
Refer to your computer’s or other device’s documentation if necessary.
Problem:
I changed the subnet mask of my LAN (most people don’t). I can’t
access the Cable Modem/Router’s Configuration Manager.
Solution:
¾
Manually reset the modem/router. Insert a paper clip into the RESET
opening on the front panel, then press and hold down for 10 seconds.
Then power off your computer and power it back on. After you’ve done
that, re-enter
in your web browser’s address bar.
Problem:
I don’t know my Cable Modem/Router’s SSID or Password.
Solution:
The default values are printed on the bottom label of the modem/router.
If you have
changed
these values, connect a computer to any Ethernet
port of the modem, open the computer’s Web browser, enter
into the browser’s address bar, and press ENTER to go
to that address. When the modem/router’s user interface comes up, enter
admin
for both the username and password. Under the Status page you
will find the Wireless SSID and password (also called Pre-shared Key or
Passphrase).
Problem:
What if I'm told that Model 5363 Cable Modem/Router isn't approved
for my cable modem service?
Solution:
This product has been certified by CableLabs
®
, the cable service
provider’s primary test lab. However, some cable service providers have
their own certification process. To see whether model 5363 is certified by
your cable service provider, you should be able to check your service
provider’s Web site or to speak with someone from your service provider.
Page 140 / 142
Appendix B: If You Need Help
We encourage you to register your product and to notice the many support options
available from Zoom. Please go to
www.zoomtel.com/techsupport
. From here you can
register your router
and/or
contact our technical support experts
and/or use our
intelligent database
SmartFacts
tm
and/or get
warranty
information.
US:
(617) 753-0963
UK -
London:
+44 2033180660
UK - Manchester
:
+44 1618840074

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