System Diagnostics and
Troubleshooting
119
5.7.15 Solving Internet Access Problems
Table 5-17 Internet Access Problems
Problem Cause Solution
Unable to connect to the Internet. Internet Service Provider (ISP)
account is not set up properly.
Verify Internet settings or contact the ISP for assistance.
Modem is not set up properly. Reconnect the modem. Verify the connections are correct
using the quick setup documentation.
Web browser is not set up
properly.
Verify that the Web browser is installed and set up to work
with your ISP.
Cable/DSL modem is not
plugged in.
Plug in cable/DSL modem. You should see a “power” LED
light on the front of the cable/DSL modem.
Cable/DSL service is not
available or has been
interrupted due to bad weather.
Try connecting to the Internet at a later time or contact your
ISP. (If the cable/DSL service is connected, the “cable” LED
light on the front of the cable/DSL modem will be on.)
The network cable is
disconnected.
Connect the network cable between the cable modem and
the workstation’s RJ-45 connector. (If the connection works,
the “PC” LED light on the front of the cable/DSL modem
will be on.)
IP address is not configured
properly.
Contact the ISP for the correct IP address.
Cookies are corrupted. In Windows, open the Control Panel and double-click
Internet Options. On the General tab, click the Delete
Cookies button.
Cannot automatically launch Internet
programs.
You must log on to the ISP
before some programs will start.
Log on to the ISP and launch the desired program.
Internet takes too long to download
Web sites.
Modem is not set up properly. Verify that the correct modem speed and COM port are
selected.
For Windows:
1. Open the Control Panel.
2. Double-click System.
3. Select the Hardware tab.
4. In the Device Manager area, click the Device
Manager button.
5. Double-click Ports (COM & LPT).
6. Right-click the COM port your modem uses, then click
Properties.
7. Under Device status, verify that the modem is working
properly.
8. Under Device usage, verify the modem is enabled.
9. If there are further problems, click the Troubleshoot
button and follow the on-screen instructions.
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