Power Cycling
- If you are using a router unplug the power from it for about 15 seconds then plug it back in.
- After all of the lights come back on and are same color try your connection again to see if it works.
- If there is no connection locate the power supply that is linked to the modem that is installed on your roof. This unit should say Motorola on it and should have a green light on. Unplug the adapter and wait for the light to go out. Plug the adapter back in and wait for about 20 seconds then try your connection again.

*Note: If the power supply does 'not' have a green light on it - try it in another outlet. If the light is still out the power supply  could be bad and will need to be replaced.

Everything Plugged In?
- There will be a cable coming from outside into your house which is plugged into a small black splitter (this is called a 'power injector'). If you have a router this will plugged into the back of your router in your Internet port. If you do not use a router then it should be plugged directly into your computer in your Ethernet adapter port.
- From the power injector there will be another cable going to a power supply which should say Motorola on it and it should also have a green light.
- If you are using a router another cable will be plugged into Port 1 through 4 on the back of your router and then to the nearest computer. (Note: In some network setups all of the computers will be wireless without any cable going from the router to he PC)
- The Ethernet adaptor port should also have a connectivity light on where the cable is plugged in.
- Make sure everything is plugged in securely.

*Note: If the power supply does 'not' have a green light on it - try it in another outlet. If the light is still out the power supply  could be bad and will need to be replaced.

Logging Into Your Modem
(Note: You do not need an Internet connection to do the following step.)

- Bring up your web browser and clear out the address then type in: 10.0.0.1 and hit 'Enter'
- A Canopy page should come up - you are now logged into your modem.
- Look for the 'Power Level': The lower the number is - the better the signal is. If you are seeing -80+ DB then you may require a service call to help improve your signal.

Basic Command Prompt Testing
(Note: bypass the router for the following steps to help determine where the problem is.)

(Windows XP)
- Click on Start / Run / Type in 'cmd' then click 'Ok' or hit 'Enter'
(Windows Vista)
- Click on Start / All Programs / Accessories / Command Prompt

- Type in 'ipconfig' and hit 'Enter'
- The IP (Vista: IPV4) address should show: 10.0.0.X address
- If it shows a: 169.X.X.X IP then its not pulling the correct IP - this could be a problem with the Ethernet adapter or possibly an issue with our equipment. (Try power cycling - see above / restart computer and repeat these steps again)

Network Card  Problems
(Windows XP)
- Click on Start / Control Panel
- Make sure Control Panel is set to Classic View (the option is in the upper left hand side of window)
- Double click on Network Connections
- If the Local Area Connection you are using shows:

Disabled: Then right click on the connection and click on Enable in the menu.
Network Cable Unplugged: Make sure the cable that is coming from outside is plugged into the 'little black splitter' (Injector) then plugged into your computer securely. Its possible there is a short in the cable - move the cable around in the back of the computer and see if the status changes on the screen. Also a quick way to test is with another computer such as a laptop. If it shows the same thing on the laptop it could be a problem with our equipment. If it works on the laptop then it is a problem with your Network Card in your computer.

- Right click on the Local Area Connection and click on Properties. Double click on Internet Protocol (TCP/IP). Do you have any numbers typed in on the screen? In most cases it should be set to Obtain Automatically for both IP and DNS. Note: If you have DNS filled out only with numbers its possible your computer may be infected.
- Also check the following: In Control Panel double click on the System icon.
- Click on Hardware / Device Manager
- Look for any red 'X's / exclamation marks / question marks. If you see any next to anything related to where it says Ethernet or Network Adapters you either need to reinstall the drivers for your Network Card or there could be a problem with it.

(Windows Vista)
- Click on Start / Control Panel
- Make sure Control Panel is set to Classic View (the option is in the upper left hand side of window)
- Double click on Network and Sharing Center
- Click on Manager Network Connections
- If the Local Area Connection you are using shows:

Disabled: Then right click on the connection and click on Enable in the menu.
Network Cable Unplugged: Make sure the cable that is coming from outside is plugged into the 'little black splitter' (Injector) then plugged into your computer securely. Its possible there is a short in the cable - move the cable around in the back of the computer and see if the status changes on the screen. Also a quick way to test is with another computer such as a laptop. If it shows the same thing on the laptop it could be a problem with our equipment. If it works on the laptop then it is a problem with your Network Card in your computer.

- Right click on the Local Area Connection and click on Properties. Double click on Internet Protocol v4 (TCP/IP). Do you have any numbers typed in on the screen? In most cases it should be set to Obtain Automatically for both IP and DNS. Note: If you have DNS filled out only with numbers its possible your computer may be infected.
- Also check the following: In Control Panel double click on the System icon.
- Click on Hardware / Device Manager
- Look for any red 'X's / exclamation marks / question marks. If you see any next to anything related to where it says Ethernet or Network Adapters you either need to reinstall the drivers for your Network Card or there could be a problem with it.

Router Problems
- Try power cycling the router first by unplugging the power / wait 10 seconds / plug the router back in and wait for the lights to come back on (refer to the documentation that came with the router to know what the lights mean and what colors they should be)
- If there is  no connection try bypassing the router. (Note: If you know you are using a Static IP you will need to manually configure your Network Card to use a Static IP)
- Unplug the 'little black splitter' (Injector) from the Internet port on the back of the router and plug it directly into your computer (Note: if you computer is hardwired to the router - unplug the cable going to router from the back of your computer and plug the 'little black splitter/injector) in its place.
- Wait about 10 seconds and check and see if you have a connection.

Internet Security / Firewall Problems
- If you do not have an Internet connection try disabling your firewall in your Internet Security software. It's possible along the way the software was told to block the Internet connection.
- Refer to the documentation or Help feature in your software on how to do this.
- Once it is disabled check and see if you have a connection.

Wireless / Cordless Devices Interferring
- It's possible you may have a cordless phone or other wireless/cordless device that is interferring with our equipment causing intermittent or no connection.
- 'ANY' type of wireless device using the same frequency could cause a problem with your connection.
- Disable these devices and see if your connection comes back or improves.

Virus / Spyware / Malware Problems
- If your computer is running slow / Takes a long time to boot up / Receive frequent pop-up windows / Receive contant alerts that your computer is infected. These are sure signs your computer probably has 'something' running on it that needs to be cleaned up.
- Check and make sure your Internet Security / Antivirus / Anti Spyware software is up to date. It's possible the software that you have installed is not detecting the 'bad stuff'.
- If you are unsure your computer is infected you can do a free virus scan at www.Kaspersky.com Their free scan will not remove the infection but they can determine if your PC is
- If your computer is infected it will need to be checked out by a professional to clean up your system. CSInet has our own Service Dept. that can assist with an infected computer.