Cisco Systems 4034441, DPC3825, EPC3825, 4034138 Common Troubleshooting Issues

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Frequently Asked Questions

Q.How does the residential gateway connect to my computer?

A.The residential gateway connects to the PC using a wireless connection or the 10/100/1000BASE-T Ethernet port on your PC. If you want to use an Ethernet interface, Ethernet cards available from your local PC or office supply retailer, or from your service provider. For best performance over an Ethernet connection, your PC should be equipped with a Gigabit Ethernet card.

Q.After my residential gateway is connected, how do I access the Internet?

A.Your local service provider becomes your Internet Service Provider (ISP). They

offer a wide range of services including e-mail, chat, news, and information services. Your service provider will provide the software you will need.

Q.Can I watch TV and surf the Internet at the same time?

A.Absolutely! If you subscribe to cable television service, you can watch TV and use your residential gateway at the same time by connecting your TV and your residential gateway to the cable network using an optional cable signal splitter.

Common Troubleshooting Issues

I don't understand the front panel status indicators

See Front Panel LED Status Indicator Functions (on page 96), for more detailed information on front panel LED status indicator operation and function.

The residential gateway does not register an Ethernet connection

Verify that your computer has an Ethernet card and that the Ethernet driver software is properly installed. If you purchase and install an Ethernet card, follow the installation instructions very carefully.

Verify the status of the front panel status indicator lights.

The residential gateway does not register an Ethernet connection after connecting to a hub

If you are connecting multiple PCs to the residential gateway, you should first connect the modem to the uplink port of the hub using the correct crossover cable. The LINK LED of the hub will illuminate continuously.

The residential gateway does not register a cable connection

The modem works with a standard 75-ohm RF coaxial cable. If you are using a different cable, your residential gateway will not function properly. Contact your cable service provider to determine whether you are using the correct cable.

Your NIC card or USB interface may be malfunctioning. Refer to the troubleshooting information in the NIC or USB documentation.

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4021196 Rev B

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Contents Important Safety Instructions This DocumentImportant Safety Instructions Mitteilung für CATV-Techniker Aviso a los instaladores de sistemas CatvPower Source Warning Ground the ProductVerify the Power Source from the On/Off Power Light Protect the Product from LightningCheck Product Safety Protect the Product When Moving ItDeclaration of Conformity United States FCC ComplianceCanada EMI Regulation Canada Dynamic Frequency Selection DFS Dual Band FrequenciesRadiation Exposure Statements AustraliaCE Compliance National Restrictions France ItalyAntennas LatviaBenefits and Features IntroductionIntroduction Whats In the Carton? Front Panel Description Back Panel Description Back Panel Description Minimum System Requirements for Macintosh What Are the System Requirements for Internet Service?Minimum System Requirements for a PC System Requirements for an Ethernet ConnectionDo Not Have a High-Speed Internet Access Account How Do I Subscribe to High-Speed Internet Service?Already Have an Existing High-Speed Internet Access Account Rev B How Do I Mount the Modem on a Wall? Optional Before You BeginLocation and Dimensions of the Wall-Mounting Slots Mounting the Residential Gateway on a Wall Connecting and Installing Internet Devices How Do I Connect My Gateway for Internet Service?To connect devices How Do I Connect My Gateway for Internet Service? How Do I Configure My Docsis Residential Gateway? Logging in to the Gateway for the First TimeHow Do I Configure My Docsis Residential Gateway? Setup Quick Setup Configuring Quick Settings Wlan Configuring Your Network Settings Setup Lan SetupLAN  Pre-assigned Dhcp IP Addresses Dhcp Connected Devices Summary Starting IP AddressSetup Ddns Disabling Ddns Factory Default Settings DdnsWireless Basic Settings Configure Wireless SettingsWi-Fi Protected Setup WPS Wi-Fi Protected Setup Configuration Section Field Description Basic SettingsWPS Push Button Setup Option WPS Setup Using the Gateway PIN Option Network Mode Section Field Description Basic Settings Wireless NetworkWireless Configuration Only, B/G Mixed, B/G/N Mixed factory defaultBssid Wireless Wireless SecuritySection Field Description Wireless Network Name Ssid Broadcast SsidWEP Wireless Security Page DescriptionSection Field Description Wireless Wireless Security Mode Field DescriptionsWPA-Personal WPASecurity for Personal Networks WPA or WPA2 Personal Modes WPA2-PersonalConfigure Wireless Settings Wireless MAC Filter Wireless MAC Filter Page DescriptionSection Field Description Access Access Restriction Wireless Advanced SettingsMAC Address Filter List Wireless Advanced Settings Page Description CTS Protection Mode Beacon IntervalFragmentation Threshold Section Field Description Dtim IntervalRTS Threshold Wireless WDS Settings Page Description Wireless WDS SettingsWDS Wireless QoS Page Description Wireless QoSDisable Enable Section Field Description No ACKSecurity Firewall Configure SecuritySection Field Description Firewall SPI Firewall Protection Block Web Page Cookies Section Field Description Filters Filter ProxyBlock Pop-Up Windows Block Java and ActiveX ScriptsVPN Disable Pptp PassthroughSecurity VPN Passthrough IPSec PassthroughSecurity VPN Security VPN Tunnel Page Description Fqdn Section Field Description RemoteKey Management Key Exchange Method Auto IKE Section Field Description KeyManual Section Field Description Status Advanced SettingsPhase 1 Operation Mode Connected or DisconnectedView Log Access Restrictions IP Address Filtering Control Access to the GatewayAccess Restrictions MAC Address Filtering Function Keys Access Restrictions Basic Rules Remove Rule Parental Control check box and click ApplyAdd Rule Keyword ListRe-Enter Password Block Access to WebsitesSection Field Description Override the Password Password Access DurationAccess Restrictions Time of Day Rules Access Restrictions Time of Day Rules Page DescriptionAccess Restrictions User Setup Access Restrictions User Setup Page Description Access Restrictions Local Log Section Field Description Inactivity TimeApplications & Gaming Port Filtering Configure Applications and GamingOverview Applications and Gaming Port Filtering Page DescriptionSection Field Description Port Filtering Start Port  UDP  Both EnableApplications & Gaming Port Range Forwarding End PortEnd Applications and Gaming Port Range Forward Page DescriptionSection Field Description Port Range Forwarding Start IP AddressApplications & Gaming Port Range Triggering Forwarded Range Start PortApplications & Gaming DMZ Section Field Description End PortDMZ Hosting Applications and Gaming DMZ Page DescriptionDMZ Select the desired optionAdministration Management Page Description Administration ManagementManage the Gateway Rev B MTU UPnP Field Description Remote Access Remote ManagementManagement Port IgmpSmtp Mail Server Administration ReportingSection Field Description Reporting Mail Alerts Mail Address for Alert LogsView Log Administration Diagnostics Administration Backup & Restore Administration Factory Defaults Restore Factory DefaultsMAC Address CM MAC Address Monitor Gateway StatusStatus Gateway Current TimeDNS1-3 Status Local NetworkSection Field Description Internet Connection IP Address WinsSection Field Description IP Address End IP AddressStatus Wireless Wide Channel Status Wireless Page DescriptionNetwork Name Ssid SecurityStatus Docsis WAN Docsis WAN Page DescriptionSection Field Description MAC Address CM MAC Address Bootloader RevisionDisplays the boot revision code version Current Software Revision Frequently Asked Questions How Do I Configure TCP/IP Protocol?How Do I Renew the IP Address on My PC? Renewing the IP Address on Windows NT, 2000, or XP Systems How do I arrange for installation?What if I dont subscribe to cable TV? How does the residential gateway connect to my computer? Common Troubleshooting IssuesDont understand the front panel status indicators Can I watch TV and surf the Internet at the same time?Tips for Improved Performance Check and CorrectFront Panel LED Status Indicator Functions StepFront Panel Indicator Data Network Registration Complete Normal Operations AC Power applied Front Panel LED Status Indicators During Normal ConditionsFront Panel LED Status Indicators During Special Conditions Special ConditionsDisclaimer TrademarksDocumentation Copyright Notice Software and Firmware Use If You Have Questions Customer ServiceFor Information Region Assistance Centers Telephone and Fax NumbersRev B 103
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