Appendix A: Troubleshooting Tips - Zoom Cable Modem/Router User Manual

Problem
I cannot access my Internet service or send or receive email.
Solution
The following front panel lights on the Cable Modem/Router – ONLINE, US (upstream),
DS (downstream), and POWER – must be solidly lit before your modem will let you
connect to the Internet. If they are not:

Check all modem connections (power, Ethernet, and cable modem line).

Unplug your Cable Modem/Router and then plug it back in.

Restart your computer.

Check to see that your cable TV is working.

If you have any splitters between the cable modem and the wall, remove the splitter
and connect the cable modem 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.

Check with your cable service provider to make sure that high speed access is
available and running.

In rare instances, the cable signal may be weak or noisy. If this is the case, call your
cable service provider.

If you are using your PC's Ethernet port, check that this port is functioning correctly.
If you are using wireless, check that your wireless connection is functioning
correctly. Refer to its documentation if necessary.

Check that your Web browser is configured correctly. It should be set to use a
network connection; this might be called a LAN (Local Area Network) or broadband
connection.

Check that your computer's network settings are configured correctly. A Windows
computer should have a local area connection that should normally be Internet
Protocol version 4, Internet Protocol version 6, or TCP/IP; not AOL, Dial-up, or
Adapter. A Macintosh computer should be configured for Built-in Ethernet, and
TCP/IP should be set to Using DHCP.

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.
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

Appendix A: Troubleshooting Tips

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