DSL Troubleshooting
- Check computer IP address
An IP (Internet Protocol) address is a series
of numbers that is given to a device connected to a network. This could be a
simple network with just a few computers, or a complex network like the Internet.
Your computer must have a valid IP address to connect to the Internet. The steps
to check the computer IP address would depend on what operating system your
computer has. Go to the section of your operating system.
- Click on the Start button. Click
Run.
- Type “cmd” and click OK.
- You will see a black window with information
about the computer. At the prompt type "ipconfig" (without
quotes) and press Enter on the keyboard.
You may see an IP address displayed with other network adapter information.
- At the prompt type "ipconfig/release"
and press Enter. You may receive a message that the IP Address is already
released.
- At the prompt type "ipconfig/renew"
and press Enter.
Click here to find
out what the results mean.
- Click on the Start button and click
on Run.
- Type “winipcfg” (without
quotes) in the Open field and click OK.
- In the IP Configuration window change the
Ethernet Adapter Information from PPP Adapter to the Ethernet Adapter. The
description of Ethernet Adapter would show the manufacturer and model of the
Network card installed in your computer.
- Click on Release All. The “IP
Address” field should show “0.0.0.0”
- Click on Renew All.
One of two things will
happen now. The computer will get an IP address from the device that is connected
to the Ethernet connection, or the computer will not be able to receive a valid
IP address and you will see an error after about 1 minute.
If successful and the computer has received
a valid IP address, you know that the computer is communicating with the device
connected to it. What that valid IP address would be, would depend on exactly
what is directly connected to the computer.
If the computer is connected directly to the
DQ VisionNet or Pacific Star DSL modem the valid IP address should be 10.0.0.x
(x would be a number greater than 2).
If unsuccessful in attempting to obtain an
IP address, the IP address field will show 169.254.x.x. This is the IP
address Windows will give itself if it is not able to receive one from a connected
device.
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- A note about routers -
If the computer is connected to a router, it will attempt to obtain
an IP address from that router. Most router IP address ranges are
192.168.x.x. The “x” here would be any number between
0 and 254. If you are unfamiliar with networking, and in order to
simplify the troubleshooting process, we recommend you disconnect
the router so that there is a straight connection from the DSL modem
to your computer. If you are familiar with networking (or are just
feeling adventurous) and the computer has obtained a valid IP address
from the router, please consult your router documentation to find
out how to access the router interface to check the status and settings
of your router.
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For the remainder of this troubleshooting
guide we will assume that your computer is connected directly to the DSL modem
and you are not using a router.
Did the computer receive a valid IP address?
- Yes - If the computer has received
a valid IP address, try to get online. Still not connecting? The next step
would be to browse to the interface of the DSL modem to check its status.
Click here if you have a DQ DSL modem
Click here if you have a Pacific Star/Star
Smart DSL modem
- No - If the computer is not able
to get a valid IP address while connected directly to the DSL modem, double
check the physical connections and the status lights on the modem and repeat
the Basic troubleshooting steps. If you are still not able to obtain a valid
IP address from the modem, go on to the Network
Settings section.