Contents:

USRobotics SureConnect ADSL USB/Ethernet Modem

Installing the Modem

SureConnect Utility
Monitor Tab
Test Tab
Configuration & About
Upgrade Tab

Configure the Static IP Address

Uninstall the Modem

Troubleshooting

ADSL Standards & Protocols

Limited Warranty & Technical Support

Regulatory Information

Glossary

USRobotics SureConnect ADSL USB/Ethernet Modem User Guide

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

Troubleshooting

Troubleshooting Checklist

To help diagnose the problem, use the checklist below.

• 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 jack and to the modem. The "ADSL" LED should be illuminated.
• If you connected using a USB cable, confirm that you have secured the USB cable to the "USB" port on the back of the modem and to the "USB" port on your computer. If you connected using an Ethernet cable, confirm that you have secured the Ethernet cable to the "ENET" port on the modem and to the "ENET" port on your computer. The "ENET" or the "USB" 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.
• If you were given software by your ISP to install, you need to install it.
• If your ISP did not give you any software to install, you will need to connect using the dial-up connection on the desktop.
• (For Windows Users Only) 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 USB/Ethernet Modem has four LEDs on the front of the modem. The first from the left is the "PWR" LED, the second is the data transfer "ENET" LED, the third is the "USB," and the last is the "ADSL" LED. The operational status of the modem is indicated by the LED conditions listed below.

Troubleshooting Tips

Windows Only

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 SureConnect ADSL USB/Ethernet Modem.

When I plugged in my modem using a USB connection, the New Hardware Wizard did not display.

• Review the Troubleshooting Checklist at the beginning of this section.
• If a second USB port is available on your computer, try connecting the USB cable into that USB port.
• If the USB device is not recognized, check the computer manufacturer's documentation.

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 or confirm that you have secured the USB cable to the USB port. The USB LED should be illuminated.
• Confirm that you are using the power adapter that came with the U.S. Robotics ADSL USB/Ethernet Modem and that it is securely plugged into a wall outlet and the modem.
• If you are connecting via Ethernet, confirm the network interface card (NIC) did 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 jack.
• Confirm that you do not have a microfilter installed on the RJ-11 cable that connects your modem to the telephone jack. If you do, remove it.
• Reset the telephone line by unplugging all devices that share that phone number from their respective telephone jacks. Once they are all unplugged, plug them back in.
• If the line test still fails, call your ISP to ensure the ADSL line is properly configured.

I ran a test using the 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.
• If you have a router between the modem and the computer, this version of SureConnect will not detect the modem. In order for SureConnect to detect the modem and display its status, the modem must be connected directly to the computer. The modem will still function properly; however, the SureConnect Utility cannot be used. You may safely delete the SureConnect Utility shortcut from your Startup folder or use Add/Remove Programs to uninstall the SureConnect Utility.

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.

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.

How do I uninstall the modem?

Windows XP

1. Click the Start button and then click Control Panel.
2. Double-click Add/Remove Programs.
3. The Install/Uninstall tab will display all the programs you currently have installed. Locate and select the USRobotics SureConnect ADSL Modem. You may have to scroll down to locate this program.
4. Click the Add/Remove button.
5. The Modify, Reinstall or Uninstall screen will display. Click the Uninstall option and then click Next.
6. If you installed the modem via the USB port, unplug the USB cable from the computer and the modem, click Next.

Windows 98, 2000, and Me

1. Click Start, select Settings, and click Control Panel.
2. Double-click the Add/Remove Programs.
3. The Add/Remove Programs screen will display all the programs you currently have installed. Locate and select the USRobotics SureConnect ADSL Modem. You may have to scroll down to locate this program.
4. Click Change/Remove in Windows 2000 or Add/Remove in Windows 98.
5. The Modify, Reinstall or Uninstall screen will display. Click the Uninstall option and then click Next.
6. Click Yes to confirm the uninstallation.
7. If you installed the modem via the USB port, unplug the USB cable from the computer and the modem, click Next.
8. Click Finish to complete the uninstallation.

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 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.

Windows 95

• Click Start, select Settings, and click Control Panel.
• Double-click Add/Remove Programs icon.
• On the Install/Uninstall tab, select USRobotics SureConnect ADSL 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.

My computer failed the system qualification test.

The setup verifies that your computer has the minimum system require-ments 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 the case of a resource being under the required value, update your computer to the recommended resource level. Refer to your computer's documentation for instructions on how to upgrade your system.

I can't connect to the Internet.

• Review the Troubleshooting Checklist at the beginning of this section.
• Open up the USRobotics 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 ISP. Most ISPs 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.

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 on the Installation CD-ROM or by clicking the Help button in the SureConnect Utility.

When I complete my installation, the Test tab of the USRobotics SureConnect ADSL Utility displays and states that the modem test failed but I can still surf the Internet.

If you have a router between the modem and the computer, this version of SureConnect will not detect the modem. In order for SureConnect to detect the modem and display its status, the modem must be connected directly to the computer. The modem will still function properly; however, the SureConnect Utility cannot be used. You may safely delete the SureConnect Utility shortcut from your Startup folder or use Add/Remove Programs to uninstall the SureConnect Utility.

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 USRobotics SureConnect ADSL Utility Monitor tab and press the Reset button once. The modem will re-establish the connection; this may take a moment.
• Open the USRobotics 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 your ISP.

Macintosh and Linux

I installed the modem on a Macintosh and I need to connect using PPP, but the only choice I have for connecting in the Modem configuration is "Internal Modem."

Most likely, your modem is not properly installed.

I installed the modem on a Macintosh and have followed the instructions for installing the software and the hardware; however, when I plug the modem in, nothing happens.

• This could be one of a number of things. First, try to run the Uninstall script. If you are using ADSL Annex A, which works over a standard telephone line, double-click USRxx9002 (POTS) ADSL Modem. If you are using ADSL Annex B, which works over an ISDN line, double-click USR029002 (ISDN) ADSL Modem.
• Your corresponding window will display. Select Uninstall and click the Uninstall button located in the lower-right corner of the screen.
• Once the modem is uninstalled, remove the cables and restart the installation process from the beginning. If that does not work, you should contact your ISP.

I installed the modem on a Macintosh and want to make sure that I'm getting the throughput that I should expect from this ADSL connection. How can I get this information?

Open the USR ADSL Modem from the desktop and click the Statistics tab. This will display information such as: how much data is being transmitted, how many errors have been encountered, and the line speed at which you are connected.

How can I verify my modem's installation on a Macintosh?

Before proceeding with Configuration, you should verify that your modem has been successfully identified by the operating system and that the modem has successfully connected to your ADSL provider.

1. Go to the Desktop and double-click the USR ADSL Modem icon.
2. Go to the Operation page of the USRobotics Monitor screen. If the screen shows ADSL / Modem status as "Modem is operational," then the modem has been successfully identified by the operating system and has connected to the DSLAM (Digital Subscriber Line Access Multiplexer) in the Central Office (CO).

How do I uninstall the modem on a Macintosh?

• If you are using ADSL Annex A, which works over a standard telephone line, double-click USRxx9002 (POTS) ADSL Modem. If you are using ADSL Annex B, which works over an ISDN line, double-click USR029002 (ISDN) ADSL Modem. Your corresponding window will display.
• Select the Uninstall option and click the Uninstall button located in the lower-right corner of the screen.
• Once the modem is uninstalled, remove the cables.

How do I disable the modem driver on a Linux system?

Unplug the USB cable from the computer and run the following command to remove the driver: rmmod adiusbadsl

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 ADSL LED is flashing or is not illuminated.

Make sure that the RJ-11 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.