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Troubleshooting Windows 7

Troubleshooting Your High-speed Cable Modem for Windows 7

 

These instructions will guide you through troubleshooting connectivity issues with your high-speed cable modem using Windows 7. This procedure is useful when experiencing difficulty in connecting or maintaining a connection to the Internet. After reading this document, you may want to print a copy and store it in a safe place for future reference.

 

Before continuing check to see if there are any outages that may affect the Internet access in the area

 

Checking for Standby

 

On certain cable modems, there is a standby feature that will disable access to the Internet via USB and Ethernet connections. If you are using a Motorola Surfboard or an Arris cable modem, check for this first. If your cable modem does not have the standby feature, proceed to the next section (Resetting the Cable Modem).

 

1. Check for the standby indicator. On the Motorola Surfboard cable modem the “Standby” LED will be lit. On the Arris cable modem the “Online” LED will be flashing.

2. If the cable modem is not in standby, proceed to the next section (Resetting the Cable Modem). If the cable modem is in standby, press the “Standby” button, which is usually located on the top or back of your cable modem.

 

3. After your high-speed cable modem returns to normal operating mode restart your computer, and try accessing the Internet. If you are still unable to access the Internet, proceed to the next section (Resetting the Cable Modem).

 

 

Resetting the Cable Modem

 

1. Turn your computer off, disconnect the power from your router (if applicable), then disconnect the power from the back of the cable modem.

 

2. Wait approximately 2 minutes.

 

3. Reconnect the power to the back of the cable modem.

 

4. Your cable modem’s LEDs should begin to flash as the cable modem connects. Within a few minutes the cable modem should be online.

5. After the cable modem is online, plug in the power to your router (if applicable), and then turn on your computer. After Windows has reached the desktop, try browsing several websites. If you are still unable to access the Internet, try renewing your IP address as explained in the next section.

 

Windows 7 IP Configuration

 

Let’s Begin:

Close all applications or programs that may be open.

 

1. Click the “Windows” menu, in the “Search programs and files” box type in “cmd” (without the quotes) then hit “Enter” on your keyboard.

 

 

2. Type “ipconfig” (without the quotes) and press “Enter” on your keyboard.

 

 

 

3. Your IP address should now be displayed as shown in the window below.

 

 

 

4. To release your IP address, type “ipconfig /release” (without the quotes) and press “Enter” on your keyboard. Your IP address should now be blank.

 

 

 

5. To renew your IP address type “ipconfig /renew” (without the quotes) and press “Enter” on your keyboard. Your IP address has been renewed.

 

 

 

If you receive an error during renewing your IP address or you are still unable to access the Internet at this point, please refer to the last paragraph in this document for further instructions.

 

 

Diagnosing your connection in Windows 7

 

Let’s Begin:

Close all applications or programs that may be open.

 

1. Click the “Windows” menu, and select “Control Panel.”

 

 

 

2. The “Control Panel” will now appear. Click “Network and Internet.”

 

 

 

3. Click “Network and Sharing Center.”

 

 

 

4. Click “Change adapter settings.”

 

 

 

5. The “Network Connections” window will now appear. Right-click on “Local Area Connection” and click “Diagnose.”

 

 

 

6. The “Windows Network Diagnostics” window will now open and scan the connection for any problems. If windows is unable to find any problems with the connection click “Close.”

 

 

 

If you do not see this message, or still cannot access the internet,  ask a senior technician for assistance. Before requesting assistance from a senior technician, please have the customer cable modem’s MAC address ready. The MAC address is usually on a sticker located on the bottom, back, or side of your cable modem. An example of the MAC address is shown below.

 

 

 



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