Appendix A: Troubleshooting Tips - Zoom 5354 User Manual

Problem: I cannot access the Internet. What should I do first?
Solution:
 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.
 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.
 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."
 Power off your modem/router for at least 10 seconds and then power
it back on.

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 my Internet service or send or receive email and my
ONLINE, US(upstream), DS (downstream), and POWER lights are
correct on the front panel.
Solution:
 You may need to register your modem's MAC address with your cable
provider. When your provider asks for your MAC address tell them the
CM MAC address on your Cable Modem/Router's bottom label.
 Restart your computer or other devices connected to the Cable
Modem/Router. This ensures that they receive a correct IP address
from the router.

Appendix A: Troubleshooting Tips

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