Solving Internet access problems
Table 5-16 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 and use the quick setup
documentation to verify the connections are correct .
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. When properly connected, the
power LED on the front of the cable/DSL modem should be
illuminated.
Cable or DSL service is not
available or has been
interrupted because of 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 is on.
The CAT5 10/100/1000 cable
is disconnected.
Connect the CAT5 10/100/1000 cable between the cable
modem and the workstations RJ-45 connector.
If the connection is good, the LED on the front of the cable/
DSL modem is on.
IP address is not configured
properly.
Contact the ISP for the correct IP address.
Cookies are corrupted. 1. Select Start>Control Panel.
2. Double-click Internet Options.
3. On the General tab, select 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. 1. Select Start>Control Panel.
2. Double-click System, and then select the Hardware
tab.
3. In the Device Manager area, select the Device
Manager button.
4. Double-click Ports (COM & LPT).
5. Right-click the COM port that your modem uses, and
then select Properties.
6. Under Device status, verify that the modem is working
properly.
7. Under Device usage, verify that the modem is
enabled.
8. If there are further problems, select the
Troubleshoot button and follow the onscreen
instructions.
ENWW Customer Self Help 133
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