Troubleshooting Your Modem

These instructions will guide you through troubleshooting connectivity issues with your broadband 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, if you are currently able to access the Internet, you can check the PenTeleData Network Status page to see if there are any outages that may affect your Internet access.

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 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. Complete list of cable modem light patterns (for cable modems distributed to broadband 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 your broadband cable modem.

3. After your broadband 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 your Macintosh 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.

Renewing your IP Address for Mac OSX

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

2. Click on “Network” and select “Ethernet.” In the upper right-hand corner select “Details.”

3.  When the properties of the connection appear, select “TCP/IP” from the left menu. Next, choose “Renew DHCP Lease.” When done, select “OK.”  Next, close the “System Settings” window. 

Note: If your window does not display any numbers next to the fields as shown in the above image, verify your computer is properly connected to the cable modem.

These instructions will guide you through troubleshooting connectivity issues with your broadband cable modem using Windows 7. This procedure is useful when experiencing difficulty in connecting or maintaining a connection to the Internet. After reading these instructions, you may want to copy and save it on your computer for future reference.

Before continuing, if you are currently able to access the Internet, you can check the PenTeleData Network Status page to see if there are any outages that may affect your Internet access.

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. Complete list of cable modem light patterns (for cable modems distributed to broadband 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 your cable modem.

3. After your broadband 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 10 IP Configuration

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 or choose “OK.”

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.

Diagnosing Network Connections

1. Begin by opening “Control Panel,” and navigate to “Network & Internet.”

2. The “Network and Internet” status will now appear.  Scroll down on the right pane until you find “Network troubleshooter,” and select this option.

3. The “Network troubleshooter” dialogue will now appear.  Please make the appropriate selection and choose “Next.”

4. If windows is not able to find any problems with the connection click “Close.”  Otherwise, follow the prompts.

Arris Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. Online – LED will be steady when online, LED will flash when in standby mode
3. Cable – LED will flash when data transfer occurs
4. USB – LED will flash when data transfer occurs via USB
5. Ethernet – LED will flash when data transfer occurs via Ethernet

Motorola Surfboard (all models) – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. Receive – LED will be solid when connected
3. Send – LED will be solid when connected
4. Online – LED will be solid when connected
5. Activity – LED will flash when data transfer occurs
6. Standby (certain models) – LED will be solid when modem is in standby mode

Webstar DPX 110 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. PC – LED will be solid if link is established between modem and computer
3. Cable – LED will flash when data transfer occurs
4. Status – LED will be steady when online

WebSTAR DPX 100/2100 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. PC – LED will be solid if link is established between modem and computer
3. Data – LED will flash when data transfer occurs
4. Cable – LED will be steady when online

Webstar DPC 2100 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. Data Receive – LED will flash when data transfer occurs
3. Data Send – LED will flash when data transfer occurs
4. Cable – LED will be steady when online
5. PC – LED will be solid if link is established between modem and computer

Com21 DOXport 1010 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. RF – LED solid green when modem is online
3. TD – LED will flash when data transfer occurs
4. RD – LED will flash when data transfer occurs
5. Link – LED will be solid if link is established between modem and computer

Com21 DOXport 1110 Cable Modem – Front Panel

1. Power – LED will be solid green when the power supply is properly connected to the modem and the wall outlet
2. LAN – LED will be solid if link is established between modem and computer
3. CBL – LED will be solid green when modem is online
4. SND – LED will flash when data transfer occurs
5. RCV – LED will flash when data transfer occurs
6. OPT – LED flashes as needed (undefined by manufacturer)

1. Connect the coaxial cable to the back of your broadband cable modem.

Note: This should be the coaxial cable installed by your cable provider specifically for the cable modem.

2. Connect the Ethernet/USB cable from the computer to your broadband cable modem. If you have a router you should connect your computer to your router and connect your router to your modem.

Note: Do not connect both the Ethernet and USB cables to the same computer.

3. Connect the power cord to your broadband cable modem and a wall outlet. If you have a router you should connect the power cord to your router and a wall outlet.

4. Your broadband cable modem's status lights should begin to flash as your broadband cable modem connects. Within a few minutes the cable modem should be online. Specific light patterns for your cable modem.

If you connected your broadband cable modem via USB you will need to install USB drivers for your broadband cable modem.

Connectivity issues? Set up your modem.