Problem
I cannot access my E-mail or Internet Service.
Possible solution
Check all connections. Make sure the cable line is securely connected to the cable jack on the back of the modem. Verify the Ethernet or USB cable is securely plugged into both the modem and your network interface card or USB network interface. Make sure your Power Adaptor is properly plugged into both the modem and a wall outlet or surge protector. If your cable modem is properly connected, the Cable and PC indicator lights on the modem front panel should be a solid color.
If the Cable and PC indicator lights (LEDs) are solid green (not blinking), your cable modem is operating properly. Try shutting down and powering off your computer and then turning it back on. This will cause your computer to re-establish communications with your cable company server.
- If you are using the cable line splitter, try bypassing the splitter by disconnecting it and running a single coaxial cable between the cable modem and your cable wall jack. Try reconnecting after making this change. If reconnecting is successful, you may have a bad splitter.
- Your network interface card may be malfunctioning. Refer to the Manufacturer’s documentation for troubleshooting information.
- Call your cable company to verify their service is two-way. This modem is designed for use with two-way cable plants. Verify your account is activated.
- If none of the previous steps restore your connectivity, you should power down and restart the
computer. If after restarting your computer you still do not have connectivity, please contact the
main office for further assistance.
Problem
The Cable LED never stops blinking.
Possible Solution
The signal from your cable company equipment may be too weak or the cable line may not be properly attached to the modem. If the cable line is properly connected to the modem, call your cable company to verify whether or not a weak signal may be the problem.
Problem
The power on my modem goes on and off sporadically. The Cable LED never stops blinking.
Possible Solution
You may be using the wrong power supply. Check that the power supply you are using is the one that came with your cable modem. If you cannot connect to the Internet at all, use this checklist to help identify possible problems:
- Make sure your computer and monitor are turned on.
- Make sure all power plugs are completely inserted into their sockets.Your computer and cable modem should be plugged into grounded outlets.
- If you are using a power strip, make sure it is turned on.
- Make sure all data cables are firmly connected at both ends.
- If you still do not have a connection, call your cable service to confirm they have properly set you up for service. If so instructed, reset your modem.
FREQUENTLY ASKED QUESTIONS
1. I can’t connect to the internet. Why? There are several possibilities why this can happen. Here are some of them:
- USB drivers for the modem aren’t installed;
- The modem is not receiving a signal from the cable company;
- The modem is not functioning correctly;
- A firewall (either software or hardware- based) is blocking the modem’s access
to the internet;
- The internet browser may not be functioning correctly.
To check each of the above conditions, do this:
- Check the Device Manager of your computer to make sure the USB drivers have loaded correctly. If you are connecting via an ethernet connection, make sure the drivers for the ethernet card are loaded correctly.
- Check the front panel of your cable modem to see if the “Online” or “Cable” led is a steady green. If it is flashing green, the modem is not receiving a valid signal from your cable service provider. You must call them to troubleshoot the problem.
- Some cable modems have an amber test led on the front panel. If this led is on steadily, the modem has become defective internally, and must be replaced. Contact your cable service provider to obtain a replacement modem.
- If you have a software-based firewall program on your computer such as Zone Alarm, Norton Personal Firewall, or Black Ice Defender, among others, it may be blocking access to and/or from your computer to the internet. Try disabling the firewall to see if you can now connect to the internet. If you can, the security settings of your firewall need to be adjusted to allow traffic to pass through when the firewall is turned on.
2. When I try to surf the web, I keep getting a message in the browser window that states, “Web page unavailable.” Why?
There are a few reasons why you may be seeing this message. Here are the most common causes and solutions to this problem:
- The modem may not be communicating with your cable service provider;
- Your cable service provider may be experiencing a temporary network service
interruption;
- Your internet browser may not be configured correctly for use with your cable
service provider.
To correct any of these situations, contact your cable service provider for assistance.
3. The LED’s on my cable modem keep blinking. Why won’t they become a steady green?
There are a few reasons why this can happen:
- The modem is not receiving a valid connection to the cable service provider;
- The modem has not been able to download a valid configuration file that allows it to communicate with the cable service provider.
- The modem hasn’t been provisioned for use yet on your cable service provider’s network.
To correct any of these situations, you must contact your cable service provider for assistance.
4. What is the difference between a hub and a router?
A hub will share internet access across a defined network. A router will share networks across a single connection.
If the ISP only allows one IP per account, a router is required in order for multiple users to be connected simultaneously. If the ISP allows more than one IP, a hub would be sufficient to allow more than one user. Please check with your service provider for more information.
5. I can’t connect to the internet when using a hub or a router. Why?
We do not provide technical support for third-party devices that are connected in-between the modem and your computers. You will need to contact the manufacturer of the hub or router for assistance in configuration of your hub or router.
6. I think my cable modem is broken. How can I get a new one?
Please contact your cable service provider to have them do some troubleshooting with you over the telephone to positively determine the modem itself is defective. If your cable provider concludes that your modem is indeed faulty, then they should provide you with a replacement modem.
7. Do your modems work with Windows XP?
Yes
8. When I connect the modem to a different PC, it does not work. What’s wrong?
You need to release a bound MAC address to the modem by power cycling it. To do this, power down by unplugging from outlet — wait 60 seconds — plug back in. This process should reset the modem.
9. Does it matter how far away I am from my cable modem?
Only if you are more than 100 feet away. After that there is some degradation in signal.
10. I have connected my modem to my computer through a USB port. Where can I find the USB drivers for my modem?
Click on the “Support” button near the top of the page. On the page you will see a list of modems, along with the drivers for them. NOTE: The TJ-110 cable modem, being an ethernet-only device, does not have any USB drivers for it. If you are connecting this modem to a USB port via a USB-to-ethernet adapter, and you need drivers for the adapter, contact the manufacturer of the adapter itself for assistance.
11. My computer can’t find the USB drivers on the Terayon CD ROM. Can you
send me a good CD?
More than likely, there is no problem with the CD ROM itself This problem usually happens when the modem is connected to the computer and powered up before the Terayon CD ROM is run. This causes a generic USB driver in Windows to be installed that prevents the “real” Terayon driver from loading into Windows. To correct this problem, follow these steps:
- Go into the Device Manager of your computer and double-click on the “Network Adapters” entry and look for any line that has “Terayon” in it. Right mouse-click once on that line, then left-click on “Remove.” Confirm the removal.
NOTE: You may see “Terayon” listed under “Other Devices” rather than “Network Adapters.” Regardless of where you see “Terayon,” remove it.
- Scroll to the bottom of the Device Manager and double-click on the “Universal Serial Bus Controllers” entry. Look for a line with something called a “USB Composite Device” and remove it.
- Close the Device Manager window, then turn the cable modem off by unplugging the power adapter from the wall outlet. Make sure the leds on the front of the modem go off
- Re-start your computer. DO NOT SKIP THIS STEP.
- After your computer has finished rebooting, turn the cable modem back on. When the “Add New Hardware” wizard appears on the monitor, click “Next.” Select “Automatically Search for The Best Driver,” then click “Next.” Select “Specify a Location” on the second screen, and type in the drive letter of your CD ROM drive, followed by the colon [:] and backslash [\] symbols, as in this example: “D:\” Then click “Next.” You should see a dialog box that says, “Windows has found an updated driver for your device.” Click “Next” to install it. When you see the message telling you the driver installation is finished, click “Finish.” The “Add New Hardware” wizard will appear again. Repeat step “e” to install the second driver.
- When the installation of the NDIS driver is completed, you will be prompted to re-start the computer. Do so.
- Check the Device Manager again to make sure the USB drivers have loaded correctly for the cable modem. Repeat steps “a” and “b” to do this. There should be no question marks nor exclamation points next to “Terayon Cable Modem.” Close the Device Manager, then start your internet browser. If you can’t connect to the internet, contact your cable provider for assistance.
12. I have recently installed a USB cable modem on my system, however when performing certain tasks it completely freezes the system.
Unfortunately, cable modems are bandwidth hogs when it comes to USB. It will not share with many USB devices (e.g., printer, scanner). Either have the modem be the only USB device or connect via Ethernet (which is preferred).
13. I have connected my modem to an ethernet card inside my computer. Where can I download the ethernet drivers for my modem?
You can’t. There is really no such thing as an “ethernet driver” for a cable modem. Only USB drivers for USB connections. NOTE: Your ethernet card itself will need its own driver in order to function. The card should have come with its own floppy disc or CD ROM with the drivers on it. If your computer came with an ethernet card already installed, and you need to re-install the drivers for the card, contact the manufacturer of your computer for assistance.
14. Can I connect one PC with USB and another PC with Ethernet at the same time?
No — A hub or router is required to connect to multiple PCs at the same time, and you must use one method of connection or the other — not both.
15. Is it better for me to connect with USB or with the Ethernet?
USB is a shared connection. The ethernet is not shared and is generally a faster connection. |
