DSL Troubleshooting:

Reboot.

Shutdown and Restart your computer and try your email or web browser again. Often times restarting is all that is necessary to resolve a connection problem.

If restarting your computer doesn’t resolve the problem try the following before you call for technical assistance:

When there are multiple computers sharing one internet connection there will be a router in addition to a modem. When there is a modem and router they must both be shutdown and restarted

1) Shutdown your computer

2) Turn the modem off

If there is not a power switch on either the modem you will need to unplug the power cord.

3) Turn the router off,  (if necessary) unplug the power cord.

4) Turn the modem on, wait 30 seconds before proceeding to next step.

5) Plug the router in.

6) Restart your Computer

When all devices are restarted you should then check for connectivity by launching your email or web browser. It may take 2-5 minutes to regain connectivity after rebooting.

Check your connections. Make sure that your DSL modem is plugged in and turned on, and that all wires between your DSL modem and your computer are securely connected. Also, you can troubleshoot your DSL modem lights.

 

DSL Modem Status Lights

To verify that your CPE (Customer Premise Equipment) is functioning properly, it is important to check the status of the LED lights on the front panel. The LED lights indicate whether the DSL is training up and passing traffic in addition to whether or not it is working with your network.

LED	STATE	DESCRIPTION
PWR	Off	Off
	Green	On
	Red	Self test failure if RED longer than 30 seconds
DSL	Off	Power not applied - DSL signal not detected
	Green	DSL line is trained and ready for data traffic
	Blinking Green	Steady Blinking - DSL is training. Intermittent Blinking -  User traffic flowing in either direction
USB	Off	Power not applied - USB not connected
	Green	USB connected
	Blinking Green	USB user traffic flowing in either direction
ENET	Off	Power not applied - Ethernet not connected
	Green	Ethernet connected
	Blinking Green	Ethernet user traffic flowing in either direction

 

LEDS: Basic Troubleshooting

Tip: If the status of the LEDs indicates a problem, try power cycling the equipment. (See power cycling instructions below.)

 

See LED Status Chart above for info on LED status. If the status of an LED or LEDs is abnormal, some things to check are as follows:

a.  Power LED: Check that the power cord is securely installed at both ends. Test the outlet to verify power; try another outlet. Unplug the unit and reapply power. Try replacing power supply. There may be a hardware problem.

b. Ethernet LED: If the status LED for the Ethernet is abnormal, there is a problem between your computer and the DSL modem. Be sure that the cable is firmly connected at both ends of the connection. If you are using a hub or another device that is between the DSL modem and computer, check to make sure your cable or DSL modem is plugged into the corresponding port at the back of the router. You may want to remove the device temporarily to test. The problem may be with your Network Interface Card.

c.  Line Sync LED: If the LED that indicates Line Sync is abnormal, the link between your location and the phone company's Central Office (CO) is not working. Make sure your cable or DSL modem is powered on. Verify that the voice line (if voice is supplied by Pigeon Telephone Co.) has dial tone. Is the modem plugged into the jack properly? Is the cable between the modem and the wall plugged into the jack correctly?

If the Line LED is on but there is no data transmission, verify the Ethernet connection. 

Power Cycling
Power cycling is the systematic shut down (turning off) and restarting (turning on) all the equipment you use to connect to the Internet.  To power cycle your computer and modem (and router), please follow the instructions below by powering off or powering on the equipment in the order listed. 

If you have a DSL Modem but no Router (Normal Set-up):

1. Reboot/Power Off - PC, wait 60 seconds > Modem, wait 60 seconds to 3 minutes.

2. Power On - Modem, wait 60 seconds > PC

 

If you have a DSL Modem -and- a Router (Advanced Set-up):

1. Reboot/Power Off - PC, wait 60 seconds > Router, wait 60 seconds > Modem, wait 60 seconds to 3 minutes.
2. Power On - Modem > Router > PC, waiting 30 seconds between each step to give each device a moment to refresh its settings.
   
    

Release and renew your connection to the Internet. Sometimes this is all it takes to re-establish a connection to the Internet.

 

If you have tried to connect to several Web sites and cannot reach them, try renewing your Internet connection.

 Release and Renew: Windows^® 95, 98, and Me

1.       From the Windows^® taskbar, point to Start, then Run. The Run dialog box opens.

2.       In the Open field, type winipcfg.

3.       Click OK. The IP Configuration window opens.

4.       Make sure that the correct NIC (Network Interface Card) displays in the IP Configuration window.

5.       Click Release. The information in the IP Address, Subnet Mask, and Default Gateway disappears.

6.       Click Renew. New information appears in the IP Address, Subnet Mask, and Default Gateway fields.

7.       Click More Info to view additional information, or click OK to close the window.

8.       Open a browser to test your new connection.

 Release and Renew: Windows^® NT, XP, and 2000

1.       From the Windows^® taskbar, point to Start, then Run. The Run dialog box opens.

2.       In the Open field, type command.

3.       Click OK.

4.       In the Command window, type ipconfig /release.

5.       When the cursor moves to the next line, type ipconfig /renew. The Command window displays the new IP address.

6.       Open a browser to test your new connection.

  Release and Renew: Macintosh^® 9.x and X

1.       From the Apple Menu, double-click Control Panel.

2.       Double-click TCP/IP Control Panel. (Note: For OS X, the network icon is under System Preferences.)

3.       From the Configure drop-down menu, choose Manual.

4.       Choose Apply Now.

5.       From the Configure drop-down menu, choose Using DHCP.

6.       Choose Apply Now.

7.       Close TCP/IP Control Panel. (For OS X, close Network Preference.)

Open a browser to test your new connection.

 

Connected, but pages won’t display?

 

Disable Firewalls

Windows XP

1. Log on as a user that is a member of the Administrators group.
2. Open the Network Connections folder, right click the desired connection, and then click Properties.
3. Click the Advanced tab, and remove the check from Protect my computer and network by limiting or preventing access to this computer from the Internet.
4. Click Yes to the dialog windows that asks you to confirm your decision to disable the firewall.

Norton Internet Security

http://www.symantec.com/sabu/nis/nis_pe/

1. Log on using an account with Adult or Supervisor rights. Open Norton Internet Security.
2. On the left side of the window, click Internet Status and then click Current Status.
3. In the Current Status window, click Disable.

Norton Personal Firewall

http://www.symantec.com/sabu/nis/npf/

1. Open Norton Personal Firewall.
2. On the left side of the window, click Internet Status and then click Current Status.
3. In the Current Status window, click Disable.

You can also disable Norton Personal Firewall by right-clicking on the Norton Personal Firewall icon in the notification area of the taskbar and selecting disable.

McAfee Internet Security

http://www.mcafee.com/myapps/is5/default.asp

1. Right-click the McAfee icon.
2. Point to Personal Firewall and then click Options.
3. Click the Security tab.
4. Set the Security Level by moving the slider to the desired level.
5. Set Access to Low.
6. Click OK to save changes.

McAfee Firewall

http://www.mcafee.com/myapps/firewall/default.asp?duration=2

1. Click Stop McAfee Firewall to disable the software.
2. From the Welcome to McAfee Firewall screen, go to the Network Control Settings and select Allow All Traffic.

 

AVG

1. Go to AVG control center click view standard mode and there is the AVG firewall button right click it and disable it.