Troubleshooting Tips - Zoom 5352 Quick Start Manual

Troubleshooting Tips

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.
Make sure your Cable Modem/Router's Power button is ON and that it's plugged into a live
power outlet.
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 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
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. Go to the Wireless section to
find the SSID and password (also called Preshared Key or Passphrase).
Problem: What do I do if my cable service provider wants me to access the Configuration
Manager?
Solution: Make sure you have a connection between your computer or other device and the
cable modem/router.
1
On your computer, open a browser and type in the address 192.168.0.1 Enter
User Name: admin
Password: admin
2
Now you will see status information about your cable modem/router and its
connection that you can read back to your service provider.
Problem: What if I'm told that my Model 5352 cable modem/router isn't approved for my cable
modem service?
Solution: This modem has been certified by CableLabs and by Comcast, Time Warner Cable, Cox,
Bright House, and other cable modem service providers. You can often find a list of certified
modems on the Web site of your cable service provider. Beware of installers who try to get
you to use their cable modem instead of a Zoom cable modem. Some of these installers
provide bad information because they are misinformed or because they earn a fee for providing
their cable modem. If the installer tells you that a cable modem provided by him or the service
provider is "free", that's almost never true. When in doubt, check the cable service provider's
Web site!
•
In the unlikely event that you are told that your Zoom modem is not approved by your cable modem
service, please email us at cableOK@zoomtel.com or call us at (617)753-0963.
http://192.168.0.1 into the browser's address