Cisco Router DPC3208 User Manual

							 
 
 Common Troubleshooting Issues 
 
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Common Troubleshooting Issues 
This section describes common problems and offers solutions.  
I dont understand the front panel status indicators 
See Operation of Front Panel Indicators (on page 21), for more detailed information 
on front panel LED status indicator operation and function.  
The Cable Modem does not register an Ethernet connection 
Try one of the following solutions: 
 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 Cable Modem does not register an Ethernet connection after connecting to a 
hub 
If you are connecting multiple PCs to the cable modem, you should first connect the 
cable modem to the uplink port of the hub using the correct crossover cable. The 
LINK LED of the hub will illuminate continuously.  
The Cable Modem does not register a cable connection 
The cable modem works with a standard, 75-ohm, RF coaxial cable. If you are using 
a different cable, your cable modem will not function properly. Contact your service 
provider to determine whether you are using the correct cable.  
There is no dial tone when I lift the handset  
Try the following solutions if you cannot hear a dial tone: 
 Your telephone wiring may be connected to the wrong RJ-11 port on the cable 
modem. The cable modem has two telephone ports. Verify that you are 
connected to the correct telephone port. 
 There may be a problem with your telephone set. Use a different telephone set 
and listen to hear dial tone. 
 There may be a problem with your home telephone wiring. Use a telephone and 
connect directly to the same RJ-11 port on the back of the unit. If the dial tone is  
						

							 
Chapter 5    Troubleshooting the DOCSIS Cable Modem  
 
 
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working here but does not work at other locations in the home, a professional 
may need to diagnose and repair a problem with your telephone wiring. 
 Verify that the telephone company has removed the previous telephone service 
from your home telephone wiring. 
 Your telephone service may not be enabled from your cable telephony service 
provider. Contact your cable telephony service provider for more information. 
  
						

							 
 
 Tips for Improved Performance 
 
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Tips for Improved Performance 
If your cable modem does not perform as expected, the following tips may help. If 
you need further assistance, contact your service provider. 
 Verify that the plug to your cable modem AC power is properly inserted into an 
electrical outlet. 
 Verify that your cable modem AC power cord is not plugged into an electrical 
outlet that is controlled by a wall switch. If a wall switch controls the electrical 
outlet, make sure the switch is in the ON position. 
 Verify that the ONLINE LED status indicator on the front panel of your cable 
modem is illuminated. 
 Verify that your cable service is active and that it supports two-way service. 
 Verify that all cables are properly connected, and that you are using the correct 
cables. 
 If you are using the Ethernet connection, verify that your TCP/IP is properly 
installed and configured. 
 Verify that you have called your service provider and given them the serial 
number and MAC address of your cable modem. 
 If you are using a cable signal splitter so that you can connect the cable modem 
to other devices, remove the splitter and reconnect the cables so that the cable 
modem is connected directly to the cable input. If the cable modem now 
functions properly, the cable signal splitter may be defective and may need to be 
replaced. 
 If you are connected to your PC with an Ethernet connection, your PC should be 
equipped with a Gigabit Ethernet card for best performance. 
  
						

							 
 
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Introduction 
This chapter provides contact information to obtain product support.  
 
 
6 Chapter 6 
Customer Information 
In This Chapter 
 Customer Support ................................................................................ 42  
						

							 
Chapter 6    Customer Information  
 
 
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Customer Support 
If You Have Questions 
If you have questions about this product, contact the representative who handles 
your account for information.  
If you have technical questions, telephone your nearest technical support office at 
one of the following telephone numbers.  
The Americas 
United States Cisco® Services  
Atlanta, Georgia 
Technical Support 
 For Digital Broadband Delivery System products 
only, call: 
– Toll-free: 866 787-3866 
– Local: 770 236-2200 
– Fax: 770 236-2488  
 For all products other than Digital Broadband 
Delivery System, call: 
– Toll-free: 800 722-2009 
– Local: 678 277-1120 
– Fax: 770 236-2306 
Customer Service  
 Toll-free: 800 722-2009 
 Local: 678 277-1120 
 Fax: 770 236-5477 
The United Kingdom and Europe 
Europe European Technical 
Assistance Center 
(EuTAC), Belgium 
Product Information 
 Telephone: 32 56 445 444 
Technical Support 
 Telephone: 32 56 445 197 or 32 56 445 155 
 Fax: 32 56 445 061 
Asia-Pacific 
China Hong Kong Technical Support 
Telephone: 011 852 2588 4745 
Fax: 011 852 2588 3139  
						

							 
 
 Customer Support 
 
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Australia 
Australia Sydney Technical Support 
Telephone: 011 61 2 8446 5394 
Fax: 011 61 2 8446 8015 
Japan 
Japan Tokyo Technical Support 
Telephone: 011 81 3 5322 2067 
Fax: 011 81 3 5322 1311 
 
  
						

							 
 
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A 
accessing the Internet • 35 
accessories • 4 
B 
battery 
charging • 29 
disposal • vi 
location of • 28 
maintaining • 27, 29 
operation without • 30 
removal and replacement • 29 
safe handling of • vi 
C 
cable service • 35 
connections 
description of • 7 
how to connect • 18 
to computer • 35 
E 
Ethernet • 10, 37 
exposure to moisture • vii 
F 
features, product • 4 
I 
indicators 
behavior • 22, 24, 25 
described • 5 
operation of • 21 
installation 
professional • 35 
installation requirements 
for Ethernet connection • 10 
for telephone service • 10 
minimum system requirements • 10 
ventilation • vii 
Internet 
how to access • 35 
surfing while watching TV • 35 
unable to access • 34 
IP address, renewing • 34 
L 
LEDs • 5, 22, 24, 25 
location 
selecting • vii, 13 
O 
overview 
power switch • 7 
product • 2 
P 
performance, tips to improve • 39 
product 
accessories • 4 
features • 2 
overview • 2 
S 
safety instructions • v 
battery handling • vi 
ground product • v 
telephone equipment • vii 
system requirements • 10 
T 
TCP/IP 
configuring for Macintosh systems • 33 
configuring for Windows 2000 • 32 
configuring for Windows XP • 32 
telephone 
equipment • vii 
requirements • 10 
service • 36, 37 
troubleshooting • 31 
U 
unpacking • 4 
Index  
						

							 
Index 
 
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USB • 4, 35 
V 
ventilation requirements • vii 
Voice settings 
LEDs • 5, 22, 24, 25 
W 
wall mounting 
instructions • 17 
slots • 16