Troubleshooting Procedures
51
D3CM1604 DOCSIS 3.0 Cable Modem Administrator Manual
c. At the first command prompt, type ipconfig/release and press Enter.
d. At the next command prompt, type ipconfig/renew and press Enter.
e. Check whether your computer obtained an IP address other than 169.254.x.x or
0.0.0.0.
5. If the problem continues, power cycle the cable modem and computer:
a. Turn off the computer and turn off cable modem.
b. Turn on the cable modem and turn on computer.
Cannot Access the Internet
If the cable modem cannot access the Internet, it could be due to several reasons, such as a
failed Internet connection, a misconfigured , or a misconfigured NIC.
1. Unplug the cable modem.
Note: If the cable modem is located where you cannot easily unplug it, you can restart it using
the Restore / Reboot page (see “Configuring Security Settings” on page 41).
2. Turn off the cable modem for three minutes.
3. Turn off all computers attached to your network.
4. Plug in the cable modem first, turn it on, and let it boot.
5. After the cable modem completes its connection to the ISP, restart your computer.
6. Check that the cable modem’s ONLINE LED is ON. If it is OFF, replace the coaxial cable
connecting the cable modem to the cable service. If the ONLINE LED does not go ON after
the cable modem has been powered up for several minutes, contact your cable provider to
confirm that the service is active.
7. If the ONLINE LED is ON, click Status > About and confirm that the Network field shows
Active (see “Viewing System Software Settings” on page 38). If it doesn’t, contact your
cable provider to confirm that the service is active.
8. If you have more than one network port available on the cable modem, plug the cable into
a different port. If the network connection works, the original port on the cable modem is
faulty. However, you can continue to use the other ports.
9. Close any network applications that you might have opened, especially file-sharing and
peer-to-peer applications. These applications can consume large amounts of bandwidth
that can prevent you from being able to browse the Web.
10. Ping a location on the Internet (see “Testing the Path from a Computer to the Internet” on
page 53). For example, ping www.yahoo.com. If the ping succeeds, proceed to the next
step. If the ping fails:
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