Troubleshooting Apple OSX

Troubleshooting The customers High-speed Cable Modem for Macintosh OS X

 

These instructions will guide you through troubleshooting connectivity issues with the customers high-speed cable modem using Macintosh OS X. 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 customers Internet access by clicking.

 

Checking for Standby

 

On certain cable modems, there is a standby feature that will disable access to the Internet. If you are using a Motorola Surfboard or an Arris cable modem, check for this first. If the customers 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. To see a complete list of cable modem light patterns (for cable modems distributed to high-speed customers).

 

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 the customers high-speed cable modem.

 

3. After the customers high-speed cable modem returns to normal operating mode, restart the customers 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 the customers computer off, disconnect the power from the customers 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. The customers cable modem's LEDs should begin to flash as the cable modem connects. Within a few minutes the cable modem should be online. To see the specific light patterns for the customers modem.

 

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

 

Renewing the customers IP Address for Macintosh 10.0 to 10.2

 

Note: If you are using Macintosh 10.3 or 10.4, please skip to the next section, "Renewing the customers IP Address for Macintosh 10.3 and 10.4."

 

 

Let’s Begin:

Close all applications or programs that may be open.

 

1. Begin by clicking the "Apple" menu and selecting "System Preferences."

 

 

2. Double-click the "Network" icon.

 

 

 

3. The "Network" window should appear as shown below. Next, select the "TCP/IP" tab.

 

Note: If the customers window does not display any numbers next to the fields as shown below, verify you computer is properly connected to the cable modem.

 

 

 

4. In the "Configure:" menu, select any option but "Using DHCP."

 

 

 

5. Click "Apply Now" to save the customers settings.

 

 

 

6. While still in the "Network" window, select 'Using DHCP" from the "Configure:" menu.

 

 

 

7. Click "Apply Now" to save the customers settings.

 

 

 

8. The customers IP address has been renewed and should resemble the window below. Click the top left button to close the window.

 

 

 

If you receive an error during renewing the customers 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.

 

Renewing the customers IP Address for Macintosh 10.3 and 10.4

 

Let’s Begin:

Close all applications or programs that may be open.

 

1. Begin by clicking the "Apple" menu and selecting "System Preferences."

 

 

2. Double-click the "Network" icon.

 

 

 

3. Select "Built-in Ethernet" and click on "Configure…"

 

 

 

4. The 'Network" window should appear as shown below. Next, select the "TCP/IP" tab.

 

Note: If the customers window does not display any numbers next to the fields as shown below, verify you computer is properly connected to the cable modem.

 

 

 

5. Click on "Renew DHCP Lease."

 

 

 

6. The customers IP address has been renewed and should resemble the window below. Click the top left button to close the window.

 

 

 

If you are still unable to access the Internet at this point, please contact a senior technician. Before contacting  a senior Technician, please have the customers cable modem's MAC address ready for the Technical Support Representative. The MAC address is usually on a sticker located on the bottom, back, or side of the customers cable modem. An example of the MAC address is shown below.

 

 

 

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