| DSL Troubleshooter
for 3Com Home Connect
Is there a Connection Problem?
Before proceeding through this troubleshooter,
you first want to identify if
there is a connection problem
with the DSL. For example, if
you are unable to get e-mail but
can still get web pages or use
the internet for something else,
then the problem would not be
with your DSL connection, but
with your mail program.
Testing Your
DSL Connection
This test will work on Windows based machines
(computers running Windows 95
or newer) but not on Macintosh
computers. If you have a Macintosh
computer, please contact Solar
Winds Online Technical support
at 785-1941. To run the test,
follow these steps:
- Click on the
 Button, then click on Run.
- Type in command and click OK. This will bring up the MS-DOS
Prompt.
- Type in ping www.internetguys.ca and press Enter.
This will try to 'Ping' or communicate with one of Solar Winds
Online's servers. Take note of the response that appears on the
screen. If you get replies, for example:
Reply from 64.114.167.2: bytes=32 time=14ms TTL=249
then your DSL connection is working. If you do not get replies,
then it is an indication there may be a problem, and you should
proceed with this troubleshooter.
Check the Modem
Make sure the computer
and 3Com Home Connect DSL Modem
are both plugged in and turned
on. The DSL Modem does not have
an "On switch" so make sure the
power cord is plugged in and the
power light is on. Resetting the
computer and modem can also help
resolve many problems.
Resetting
the DSL Modem
To Reset your DSL Modem, unplug all three
cables, wait for thirty [30] seconds,
then plug them back in. Plug in
the power adapter first, followed
by the DSL line and LAN cable.
NOTE: Do not plug the DSL line
into the LAN port or vice-versa.
Doing so may cause harm to the
DSL modem.
If there is still no connection,
check the lights on the modem.
It is normal for the ADSL and/or
LAN lights to blink.
| No
LAN Light |
 |
There is no link between the DSL Modem and your
computer. |
-
Check
the MDI/X switch [the
small white push-button]
on the back of the 3Com
Home Connect DSL Modem.
If it is out, try pushing
it in. If it is in, try
pushing it out.
-
Check
the network cable connected
from the LAN port on the
DSL Modem and your computer’s
Network Adapter. Try unplugging
and re-connecting the
cable to both the computer
and the DSL Modem. If
you have an extra cable,
try swapping the cables.
-
If you
are using a USB Network
Adapter, make sure the
Network Adapter is connected
to both the network cable
and the computer.
-
The Network
Adapter may be faulty.
Click here for instructions on reinstalling
the Network Adapter.
| DSL
Light Orange or
Red |
 |
The
DSL Modem
is unable
to communicate
with the hardware
on the other
end of the
connection. |
- Confirm the DSL line is
securely connected to
the ADSL port on the back
of the 3Com Home Connect
DSL Modem. Try unplugging
the cable and reconnecting
it to the modem.
- Try swapping the phone
cable with a replacement
cable.
- The DSL signal may be
receiving interference
from other phones or devices
[such as fax or answering
machines]. Try disconnecting
other phones or devices.
Also try placing microfilters
on other extensions of
the phone line.
- Make sure the line going
to the DSL modem does
NOT pass through a microfilter.
- There may be a problem
on the line itself. If
the preceding steps do
not resolve the problem,
contact Solar Winds Technical
Support at 785-1941.
DSL
Light Orange or Red
and
Lan Light Off |
 |
There could be a combination of the
previous two problems. Try to resolve the Lan light first,
then proceed to troubleshoot for the DSL light. |
| Alert
Light On |
 |
There is a major problem. Contact
Solar Winds Online Technical Support at 785-1941.
(Please note the alert light will flash for a up to a
minute after you have power cycled the modem) |
| ADSL
Light + LAN Flickering
Green |
 |
The modem is operating in it's
optimum state.
|
If you have not
already tried, restart the modem
and computer. Click here for details on restarting your modem. If
the Power light is solid green
and the ADSL and Lan lights are
flickering green, the problem
is most likely in your computer.
Check the Computer’s TCP/IP Configuration
There are three
sets of numbers specific to your
computer that you need to have
in order to connect: IP Address,
Subnet Mask, and Gateway. These
will have been assigned to you
by Solar Winds Online and are
the numbers that identify and
connect you to the internet. If
you do not have these numbers,
or have misplaced them, contact
Solar Winds at 785-1941.Note these
numbers will be labeled on your
modem.
The X - xxx.xxx.xxx number is your Computer IP Address.
The S - xxx.xxx.xxx number is your Subnet Mask
the G - xxx.xxx.xxx number is your Gateway Address
To check your TCP/IP
Configuration, follow the instructions
for your Windows computer below.
If you have a Macintosh Computer,
click here.
NOTE:
If you are connected to a network
other than Solar Winds Online,
consult with your network administrator
before proceeding. Changing these
settings may result in a loss
of connectivity to other networks.
Windows 95-98
- Click on => Settings => Control Panel
- Double click on the Network icon. You should see a
list of items similar to diagram. Make sure that you
have one TCP/IP pointing to your Ethernet or Network
Adapter (In this case, the AOpen ALN-201 Ethernet Adapter.)
If and only if there is no TCP/IP for your Network
Adapter, click on Add, select Protocol, then click
Add again. Under Manufacturer, select Microsoft, then
on the right side, select TCP/IP. Click OK.
- Double click on the TCP/IP for your Network Adapter.
- On the screen that appears, the ‘Specify an IP Address’
option should be selected. Make sure the IP Address
and Subnet are those assigned to you. Click the Gateway
tab. Make sure your Gateway is also listed here. If
an of these numbers are missing, type them in.
|
- Click the DNS Configuration tab. Enable DNS should
be selected. Make sure all the settings appear as illustrated
to the right. If not, add these settings in.
- Click OK.
- You should now be on the Network window again. Click
OK. If any changes were made, Windows may ask you for
your Windows CD-Rom and should ask you to reboot. If
you made changes and Windows does not ask you to reboot,
please reboot manually by using the Shut Down option
from the Start menu.
|
Macintosh
- From the Apple Menu, select Control Panels, then TCP/IP.
Your screen should appear similar to the diagram. Confirm
the IP Address, Subnet mask and Router Address [Gateway]
are those you entered on page 7. All other settings
should be as they appear in the diagram.
- Click the Options... button in the TCP/IP Control
Panel. Verify that TCP/IP is set to Active. Click OK.
- Close the TCP/IP Control Panel.
- You may need to restart your computer for the settings
to properly take effect.
|
Supplemental Information
Reinstallation of your
Network Adapter [Win9x]
Before proceeding,
have your Windows CD or setup
files [also known as cab files]
and setup disk for your Network
Adapter accessible. Ensure to
save your work and close all open
programs.
Remove Existing
Network Adapter Drivers
- Click on => Settings => Control Panel.
- Double click on Network. Click once on the Ethernet
or Network Adapter. (In this case, the AOpen ALN-201
Ethernet Adapter.) Press the Remove button. If there
is no Network Adapter listed, proceed to the next step.
- Close the Network window. If asked to restart the
computer, answer No.
- From the Control Panel, double click on System.
- Select the Device Manager tab.
- Look for the Network Adapters category. Click the
Plus sign once to expand the category. If the Network
Adapter is listed here, click on it once and press Remove.
- Close the System Properties window and Restart the
computer.
If the computer fails to restart, try turning the power
off for 5-10 seconds, then turning it back on. |
Installing Network
Adapter Drivers
When the computer starts, Windows
will usually detect
the Network Adapter
and start the
setup of the Adapter,
in which case
you can start
on step 3. If
Windows does not
start the setup,
do the following. |
-
Click
on => Settings => Control Panel.
From the
Control
Panel,
double
click
Add New
Hardware.
-
When
asked
if you
want Windows
to search
for your
hardware,
answer
No. From
the list,
select
Network
Adapter.
Click
next.
-
Click
the Have
Disk button.
Make sure
the Driver
Installation
Disk for
your Network
Adapter
is inserted
into the
computer.
Browse
to the
disk you
inserted.
You should
see a
.inf file
listed.
If not,
look for
a directory
named
‘win9x’
or similar.
When the
.inf file
is selected,
click
OK.
-
Select
your Network
Adapter
from the
list and
click
OK. Windows
will proceed
to install
the drivers
for your
Network
Adapter
and may
ask for
the Windows
CD. Insert
the CD
if asked.
-
If
asked
to restart
the computer,
answer
No. Before
restarting
your computer,
confirm
the TCP/IP
settings
are configured
for your
DSL Connection.
Click
here for
instructions
on how
to do
so. After
ensuring
your TCP/IP
settings
are configured,
restart
your computer.
If
you run into any
problems while
reinstalling your
Network Adapter,
please contact
Solar Winds Technical
Support at 785-1941 |
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