| DSL problems can be separated into two main categories:
"sync but no surf", and "no sync at all". "Sync" stands for
synchronization between the DSL modem and DSL equipment at the Telephone
Company's Central Office. Sync is usually indicated by a light on
your DSL modem. Either way, if you can't surf the Web, you're in the
right place.
» Setting
up your equipment for the first time?
The Sync light on your DSL modem could be labeled a few different
ways. Refer to your manual if it is not noted below.
| DSL
MODEM SYNC LIGHT VARIATIONS |
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LinkMAX
HSA300A-2 |
Sync/PPPoE
light |
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Westel
Wirespeed |
READY
light |
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DQ
VisionNet 200ES, 200ER |
ADSL
light |
|
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|
Cayman
3220-H |
Status
light |
|
|
|
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Alcatel
1000 |
Power/Sync
light |
|
|
|
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Alcatel
SpeedTouch Home |
Line/Sync
light |
|
|
|
|
Efficient
Networks SpeedStream 5260 |
DSL
Light |
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| |
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Note: USB and PCI DSL Modems may be slightly different. Please
refer to your manual for Sync indicators.
How to use this document: For
both "sync" and "no sync" issues where your DSL connection is not
working, you will need to perform Step 1 - Restarting Equipment.
After performing Step 1, proceed to follow the steps numerically
(Step 2,3,4..etc.), unless the directions tell you to skip to a
new step.
1. Restart Your Equipment - Choose
your type of modem and restart
| a) |
Ethernet DSL Modem: |
| |
Turn the power off on all of your DSL equipment:
including your computer, hub, router and DSL modem. |
| |
Turn the power on for the DSL
modem first. (Give 1-2 minutes for sync to establish) |
| |
If DSL modem continues to indicate
"no sync" after a few minutes, then go to Step 2. |
| |
If DSL modem indicates sync,
turn the power on for any other DSL equipment you use (Router/Hub).
|
| |
Turn on your Computer. |
| |
Try using the Internet.
If you are able to surf the Web or check your email, your DSL
is working. |
| b) |
USB DSL Modem: |
| |
Some USB modems are powered
by the computer. If you are using this type of DSL modem,
restart your computer. |
| |
If that fails to restore sync
on your modem, or your DSL, it is sometimes helpful to unplug
the DSL USB cable from the back of the computer (while computer
is on), and then plug it back in again to ensure that the USB
software driver is reloaded. |
| |
If DSL modem continues to indicate
"no sync" after a few minutes, then go to Step 2. |
| |
Try using the Internet. If you
are able to surf the Web or check your email, your DSL is working. |
| c) |
PCI DSL Modem: |
| |
PCI modems are powered by the
computer. If you are using this type of DSL modem, restart your
computer. |
| |
These modems might not have
a light that indicates sync. Try using the Internet after computer
restarts. If you are able to surf the Web or check your email,
your DSL is working. |
Step 2: Filter Troubleshooting
If your DSL still doesn't work or you do not have sync on your modem,
try putting DSL filters on EVERY telephone jack that belongs to
the DSL phone number, EXCEPT for the telephone jack that your DSL
modem is plugging into. Repeat Step 1.
Step 3: Sync Troubleshooting
If your DSL modem's sync light is blinking after Steps 1 and 2,
try plugging the modem into a telephone wall jack that is closer
to the phone company's Minimum Point of Entry (MPOE - this is the
box outside your house where the phone lines come in).
You may also try connecting directly to the MPOE if you find it
accessible. Please make sure to remove any DSL filter that is presently
there and replace it with the DSL modem. If you get sync on your
modem at another jack or directly from the MPOE, take the modem
back to the jack near your computer and check that the sync status
hasn't changed.
| 3.1 |
If you get sync at another jack
inside your house, but not at the original jack, there is an
inside wiring issue or a DSL filter problem. Confirm Step 2
has been completed and contact Cruzio Tech Support. |
| 3.2 |
If you get sync at the MPOE
only, confirm Step 2 has been completed, and contact Cruzio
Tech Support. |
| 3.3 |
If you do not get sync at the
MPOE, call Cruzio Tech Support right away. |
Step 4: Sync/No Surf Troubleshooting
If your sync light is solid on your DSL modem after performing Step
1, and you are still unable to surf the Internet, it is possible
that:
| 4.1 |
Your DSL modem is misconfigured
or incompatible with Cruzio service. This is very often the
case for DSL modems older than June 2001, or modems that were
used with another ISP. Use these
instructions to access the modem's interface and change
the default protocol to 0/35 (Universal) or contact
Technical Support for help. |
| 4.2 |
Your network interface card
(NIC) may be faulty or need reseating. Use these
instructions to check the integrity of your NIC or contact
Technical Support for help. |
|
