USRobotics

USRobotics SureConnect

ADSL Ethernet Modem User Guide

Windows 95, 98, 2000, Me, XP, NT 4.0 or later, Mac or Linux

Troubleshooting

Troubleshooting Checklist

To help diagnose the problem, use the checklist below to help troubleshoot.

Confirm that you have secured the power adapter to the modem and to an active wall outlet. The “PWR” LED should be illuminated.
Confirm that you have secured the telephone cable to the telephone wall jack and to the modem. The “ADSL” LED should be illuminated.
Confirm that you have secured the Ethernet cable to the “ENET” port on the modem and to the computer’s network interface card. The “ENET” LED should be illuminated.
Have you contacted your Internet Service Provider to order ADSL service to your home? If you have yet to contact your ISP, you must do so as the modem will be inoperable without acquiring proper service from an ISP.
Verify that you are installing your ADSL equipment AFTER the “Service Completion Date” given to you when you ordered your ADSL Internet Service. If you have yet to contact your ISP, you must do so as the modem will be inoperable without acquiring proper service from an ISP.
Confirm that you do not have a microfilter installed on the RJ-11 cable that connects your modem to the telephone wall jack. If you do, remove it unless you were provided with a microfilter which has a jack for both the modem and the DSL connection.
If you were given software by your ISP to install, you need to install it.
Run a test using the USRobotics SureConnect ADSL utility to identify any possible problems. For more information about how to run a test refer to the “USRobotics SureConnect ADSL Utility” section of this Quick Installation Guide.

Status LEDs

The USRobotics SureConnect ADSL Ethernet Modem contains three LEDs on the front of the modem. The first from the left is the “PWR” LED, the second is the data transfer “ENET” LED, and the third is the “ADSL” LED. The operational status of the modem is indicated by the LED conditions listed below.

PWR	On Green	Indicates that power is being received from the power supply in the wall jack.
PWR	Off	No power is detected or the modem is not installed properly.
ENET	On Green	A physical connection between the modem and the computer has been established and detected.
	Flashing Green	Data traffic is flowing.
	Off	A physical connection between the modem and the computer has not been established.
ADSL	On Green	Indicates that a DSL link has been established.
	Flashing Green	Indicates that a DSL link is being negotiated.
	Off	The DSL link has failed.

Troubleshooting Tips

None of the LEDs are illuminated when the ADSL modem is powered on.
My computer failed the system qualification test. The Registration screen did not display.
I ran a test using the USRobotics SureConnect ADSL utility and the Modem test failed.
I ran a test using the USRobotics SureConnect ADSL utility and the Line Test failed.
I ran a test using USRobotics SureConnect ADSL utility, and the Internet Connection Test failed.
How to uninstall the modem.
When I complete my installation, the Test tab of the USRobotics SureConnect ADSL utility displays and I can't surf the Internet.
While trying to surf the Internet, I received a "Page Not Found" or similar error.
The modem installed properly, the "PWR" LED is on, the phone line is connected, but the "ADSL" LED is off or keeps flashing.
I can't connect to the Internet.
The ADSL light is flashing or is not illuminated.
I password protected my SureConnection lock and I don't remember my password.

None of the LEDs are illuminated when the ADSL modem is powered on.
Check the connection of the power adapter to the modem and to the wall outlet. Confirm that you are using the power adapter that was included with your USRobotics ADSL Ethernet Modem package.

My computer failed the system qualification test.
The setup verifies that your computer has the minimum system requirements for several resources including hard drive space, RAM, operating system level, and processor speed.

If any of these resources are under the required value, the Results screen will identify which resources did not meet the requirement. In a case of a resource being under the required value, update your computer to the recommended resource level. Refer to you computer’s documentation for instructions on how to upgrade your system.

The Registration screen did not display.
The Registration screen will only display if a connection to the Internet has been established. If your ISP gave you software to install, do so at this time. Be sure to read and follow all of the installation instructions provided. Once the software is installed, you may need to establish a dial-up connection in order to access the Internet. If your ISP gave you software to install, they should have assigned you a user name and password as well.

I ran a test using the USRobotics SureConnect ADSL utility and the Modem test failed.
The Modem test will fail if the computer is unable to communicate with the modem or if the modem does not successfully complete the self-test. Take the following steps to ensure your computer can communicate with the modem:

Confirm that you have secured the Ethernet cable to the “ENET” port on the modem and to the network interface card. The “ENET” LED should be illuminated.
Confirm that you are using the power adapter that came with the USRobotics ADSL Ethernet Modem and that it is securely plugged into a wall outlet and the modem.
The network interface card (NIC) did not acquire an IP address. Restart the computer and then run the test again.
If the Modem test still fails, contact your ISP to verify the operational status of the modem.

I ran a test using the USRobotics SureConnect ADSL utility and the Line test failed.
The modem is unable to communicate with the telephone company. In technical terms, the modem was not able to confirm a physical connection to the Digital Subscriber Line Access Multiplexer (DSLAM) located in the telephone company’s central office.

Confirm that the telephone cable is securely plugged into the modem and to an active telephone wall jack.
Confirm that you do not have a microfilter installed on the RJ-11 cable that connects your modem to the telephone wall jack. If you do, remove it unless you were provided with a microfilter which has a jack for both the modem and the DSL connection.
Reset the telephone line by unplugging all devices that share that phone number from their respective telephone wall jacks. Once they are all unplugged, plug them back in.
If the line test still fails, call your ISP to ensure the DSL line is properly configured.

I ran a test using USRobotics SureConnect ADSL utility, and the Internet Connection Test failed.
The modem was able to connect to the telephone company but was unable to reach the ISP. There may be a problem connecting to the Gateway or to the Domain Name Service (DNS) maintained by the ISP.
Try disconnecting the dial-up connection and dialing it again. If the test still fails, call your ISP for assistance.
If you are using a firewall confirm that the SureConnect utility has permission to access the Internet.

How to uninstall the modem.

Windows 95

Click Windows Start, select Settings, and click Control Panel.
Double-click Add/Remove Programs icon.
On the Install/Uninstall tab, select USRobotics ADSL Ethernet Modem. You may have to scroll down to locate this program.
Click the Remove button.
The Modify, Reinstall or Uninstall screen will display. Click Uninstall and select Yes if asked to confirm the uninstall.
All components will then be uninstalled from the computer.

Windows 98 and 2000

Click Windows Start, select Settings, and click Control Panel.
Double-click the Add/Remove Programs.
The Add/Remove Programs screen will display all the programs you currently have installed. Locate and select the USRobotics SureConnect ADSL Ethernet Modem. You may have to scroll down to locate this program.
Click Add/Remove in Windows 98 or Change/Remove in Windows 2000.
The Modify, Reinstall or Uninstall screen will display. Click the Uninstall option and then click Next.
All components will then be uninstalled from the computer.

Windows XP

Click the Start button and then click Control Panel.
Double-click Add/Remove Programs.
The Install/Uninstall tab will display all the programs you currently have installed. Locate and select the USRobotics SureConnect ADSL Ethernet Modem. You may have to scroll down to locate this program.
Click the Add/Remove button.
The Modify, Reinstall or Uninstall screen will display. Click the Uninstall option and then click Next.
All components will then be uninstalled from the computer.

Windows NT

Click the Start button and select Settings, then click Control Panel.
Double-click the Add/Remove Program icon.
The Add/Remove Programs screen will display all the programs you currently have installed. Locate and select the USRobotics SureConnect ADSL Ethernet Modem. You may have to scroll down to locate this program.
Click the Add/Remove button.
The Modify, Reinstall or Uninstall screen will display. Click the Uninstall option and then click Next.
All components will then be uninstalled from the computer.

Macintosh and Linux
Unplug all cables from the computer and the modem.

When I complete my installation, the Test tab of the USRobotics SureConnect ADSL utility displays and I can’t surf the Internet.
Click the Test button in the Test tab to initiate a test on the modem. The cause of the failure will be identified in the lower half of the screen.

While trying to surf the Internet, I received a “Page Not Found” or similar error.
Your computer may not have acquired an IP address from your provider’s DHCP server when you established the connection. Disconnect your dial-up connection, and then reconnect it to force a new request. If you are still receiving an error, restart the computer.

The modem installed properly, the “PWR” LED is on, the phone line is connected, but the “ADSL” LED is off or keeps flashing.

Review the Troubleshooting Checklist at the beginning of this section.
Go to the U.S. Robotics SureConnect ADSL utility Monitor tab and press the Reset button once. The modem will re-establish the connection; this may take a moment.
Open up the U.S. Robotics SureConnect ADSL Utility by clicking the icon on the Task Bar. Go to the Test tab and run a test on the modem in order to identify the cause of the failure.
Call the ISP.

I can’t connect to the Internet.

Review the Troubleshooting Checklist at the beginning of this section.
Open up the U.S. Robotics SureConnect ADSL utility by clicking the icon on the Task Bar. Go to the Test tab and run a test on the modem in order to identify the cause of failure.
Verify that you have entered your correct user name and password for your DSL service provider.
Make sure that your TCP/IP property settings match the information supplied by your service provider. Most service providers require that the computer obtain an IP address directly from the provider using DHCP.
Call your ISP’s help desk for further information on their connection and registration.

The "ADSL" LED is flashing or is not illuminated.
Make sure that the RJ11 cable is properly connected in the “ADSL” port on the rear of the modem and in the phone wall jack in your home. The “ADSL” LED on the front of the modem should be illuminated.

I password protected my SureConnection lock and I don’t remember my password.
You will need to uninstall the SureConnect utility and reinstall it in order to deactivate the password. Once you reinstall the SureConnect utility there will be no password activated. Refer to the uninstallation instructions located in the User Guide located on the Installation CD-ROM or by clicking the Help button in the SureConnect utility.