Chapter 4: Additional Information
Illustrations contained in this document are for representation only.
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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 Wireless Voice Gateway.
Your Ethernet card or USB port 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 of the lights are flashing in sequence.
This means the Wireless 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 Wireless 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.
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.
Verify that the Cable Modem service is DOCSIS compliant and PacketCable compliant by calling
your cable provider.
