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General Troubleshooting
You can correct most problems you have with your product by consulting the troubleshooting list that
follows.
I can't access the internet.
Check all of the connections to your Residential Voice Gateway.
Your Ethernet card may not be working. Check each product's documentation for more
information.
The Network Properties of your operating system may not be installed correctly or the settings
may be incorrect. Check with your ISP or cable company.
All or some of the lights are flashing in sequence.
This means the Residential Voice Gateway is automatically updating its system software.
Please wait for the lights to stop flashing. The updating process typically lasts less than one
minute.
Do not remove the power supply or reset the Residential Voice Gateway during this process.
I can't get the modem to establish an Ethernet connection.
Even new computers don't always have Ethernet capabilities – be sure to verify that your
computer has a properly installed Ethernet card and the driver software to support it.
Check to see that you are using the right type of Ethernet cable.
The modem won't register a cable connection.
If the modem is in Initialization Mode, the INTERNET light will be flashing. Call your Cable
Company if it has not completed this 5-step process within 30 minutes, and note which step it
is getting stuck on. (See page 22 for details.)
The modem should work with a standard RG-6 coaxial cable, but if you're using a cable other
than the one your Cable Company recommends, or if the terminal connections are loose, it
may not work. Check with your Cable Company to determine whether you're using the correct
cable.
If you subscribe to video service over cable, the cable signal may not be reaching the modem.
Confirm that good quality cable television pictures are available to the coaxial connector you
are using by connecting a television to it. If your cable outlet is "dead", call your Cable
Company.
Illustrations contained in this document are for representation only.
Chapter 3: Additional Information
67
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