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Model 5241: Troubleshooting your Zoom Cable Modem connection

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Andy
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Information for Cable Service Provider

Before you install your cable modem, you must have cable modem service with a cable company. You must provide your cable service provider with the following information, which is located on the bottom of your modem.

  • Product Name (Zoom Cable Modem)
  • Model
  • Serial Number
  • MAC Address

Some cable service providers will also ask for the MAC address of the computer or router that you plan to connect to the cable modem. Most routers and some computers have a label with this information. Appendix C of the User's Manual also discusses how to find the MAC address of some computers.

 

Troubleshooting Your Zoom Cable Modem Connection

Your Zoom cable modem has several LEDs on its front panel to help you monitor the modem's status.

LED Name Mode Status
POWER Steady Power is on.
DS
(DownStream)		 Blinking

Steady		 Modem is establishing a connection from the Internet to the computer.

Connection from the computer to the Internet is established.
US
(UpStream)		 Blinking

Steady		 Modem is establishing a connection from the Internet to the computer.

Connection from the computer to the Internet is established.
ON LINE Blinking

Steady		 Modem is establishing a connection to the cable provider.

Modem connection to the cable provider is established.
LINK Blinking

Steady		 Data is flowing between the computer and the Internet.

Powered-up modem is connected to LAN device (e.g., computer, router).

 

 

 

Problem: I cannot access my Internet service or send or receive email.
Solution:

All the modem's front panel lights—LINK, ON LINE, US (upstream), DS (downstream), and POWER—must be steady on before your modem will work. If they are not: 

  • Check all modem connections.
  • Check to see that your cable TV is working.
  • Press the recessed RESET button on the back of the cable modem by using a paperclip. Press the button for a few seconds, release it, then wait for all the modem's front panel lights to stay on steady. (Alternately, you can unplug your cable modem and then plug it back in.)
  • Restart your computer.
  • Check with your cable service provider to make sure that high speed access is available and running.
  • In rare instances, the cable signal may be weak or noisy. If possible, try the modem at one of the ports on the first splitter after the cable enters the premises.
  • Ethernet option users: Check that your Ethernet is functioning correctly. Refer to its documentation if necessary.
  • Check that your TCP/IP settings are configured correctly.
    Macintosh users, go to page 19 of the User's Manual.
    Linux users, go to page 21 of the User's Manual.
    Windows users, go to page 22 of the User's Manual.
  • Check that your Web browser is configured correctly. It should be set to use a network connection (this might be called a "Local Area Network" or "broadband" connection). Refer to page 26 of the User's Manual  on the website if you do not know how to check this.

Problem:
I have connected a router to the cable modem but now cannot access the Internet or send or receive email.
Solution: If the cable modem worked fine when connected to directly your computer, most likely the problem is caused by the router's configuration or installation. 

First try shutting down and restarting each computer connected to the router. Allow the modem time to resynchronize with the cable system.

If that does not solve the problem, your cable service provider may be using the cable modem's MAC address and the MAC address of the device that the cable modem is plugged into. If you add a router and connect the cable modem directly to the router's WAN port, you are changing the MAC address that is being used and sent to the cable service provider. You may need to contact your cable service provider and give them the MAC address of the router's WAN port. The provider will then add this MAC address to their approved list, and you will be able to access the provider's cable network using any computer connected to that router. You may also need to check that the DHCP client on the router's WAN port is enabled. If you need help, look in your router manual or contact your router manufacturer.
   

Problem:
When I power-up my computer, I receive the on-screen message "Unknown Network Adapter."
Solution:

This problem can result if the Ethernet or USB adapter hardware is physically present and recognized by Plug-and-Play, but the proper drivers were not installed; Windows may have added the device to the Other Devices list under Device Manager. Uninstall your cable modem (see page 30 of the User's Manual  on this website) and then reinstall it.
   

Problem:
I receive the on-screen message "Configure TCP/IP Failure Error."
Solution: First make sure that your Ethernet cable is plugged in, then unplug your modem from the electrical outlet for several seconds, and then plug it back in. Be aware it will take time for the modem to re-register itself and synchronize itself with the cable system.
   

Problem:


I receive the on-screen message "Undetected Network Adapter."
Solution: The Ethernet or USB adapter was not installed correctly. Uninstall your cable modem (see page 30 of the User's Manual on this website) and then reinstall it.
   

Problem:


I receive the on-screen message "Missing Internet Protocol."
Solution: Your TCP/IP network settings may not be correct.

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