350 East Plumeria Drive
San Jose, CA 95134
USA
October 2016
202-11696-02
High Speed Cable Modem
Model CM700
User Manual
2
High Speed Cable Modem
Support
Thank you for purchasing this NETGEAR product. You can visit www.netgear.com/support to register your product, get help,
access the latest downloads and user manuals, and join our community. We recommend that you use only official NETGEAR
support resources.
Conformity
For the current EU Declaration of Conformity, visit http://kb.netgear.com/app/answers/detail/a_id/11621.
Compliance
For regulatory compliance information, visit http://www.netgear.com/about/regulatory.
See the regulatory compliance document before connecting the power supply.
Trademarks
© NETGEAR, Inc., NETGEAR and the NETGEAR Logo are trademarks of NETGEAR, Inc. Any non-NETGEAR trademarks are
used for reference purposes only.
3
Contents
Chapter 1 Hardware and Internet Setup
Unpack Your Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Product Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Back Panel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Install and Activate Your Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Connect Your Cable Modem to a Computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Activate Your Internet Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Activate Your Internet Service With Comcast XFINITY. . . . . . . . . . . . . . . . . . 10
Perform a Speed Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Connect Your Cable Modem to a Router After Installation and Activation . . . 11
Chapter 2 Manage and Monitor
Log In to the Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
View Cable Modem Initialization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
View Cable Modem Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
View and Clear Event Logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Change the admin Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Reboot the Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Reset the Cable Modem to Factory Default Settings . . . . . . . . . . . . . . . . . . . . . 18
Use the Reset Button on the Back Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Use the Factory Reset Software Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Change the Cable Connection Starting Frequency . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter 3 Troubleshooting
Use LEDs to Troubleshoot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Cannot Log In to the Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Troubleshoot the Cable Internet Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Appendix A Technical Specifications
4
1
1. Hardware and Internet Setup
The NETGEAR High Speed Cable Modem provides a connection to high-speed cable Internet
with speeds up to 960 Mbps.
1
The cable modem is certified by all major cable Internet providers.
A Gigabit Ethernet port provides fast access and downloads. The cable modem supports the
assignment of IPv4 and IPv6 addresses by cable Internet providers.
This chapter covers the following topics:
• Unpack Your Cable Modem
• Front Panel
• Product Label
• Back Panel
• Install and Activate Your Cable Modem
• Connect Your Cable Modem to a Router After Installation and Activation
Note: For more information about the topics covered in this manual, visit the
support website at support.netgear.com.
1. Maximum rate is derived from DOCSIS 3.0 specifications and actual throughput varies depending on your Internet subscription with your provider.
Hardware and Internet Setup
5
High Speed Cable Modem
Unpack Your Cable Modem
Your package contains the following items.
Ethernet cable
Power adapter
Cable modem
Figure 1. Package contents
Front Panel
The cable modem provides status LEDs on the front.
Power LED
Downstream LED
Upstream LED
Internet LED
Ethernet LED
Figure 2. Cable modem front view
Hardware and Internet Setup
6
High Speed Cable Modem
You can use the LEDs to verify status and connections. The following table lists and
describes each LED on the front panel of the cable modem.
Table 1. LED descriptions
LED Icon Description
Power
• Green. Power is supplied to the cable modem.
• Off. No power is supplied to the cable modem.
• Red.
The cable modem is too warm and might overheat. For more information
about this condition, see Use LEDs to Troubleshoot on page 23.
Downstream
• Solid amber. One downstream channel is locked.
• Solid green. T
wo or more downstream channels are locked.
• Blinking green. The
cable modem is scanning for a downstream channel.
• Off. No downstream channel is locked.
Upstream
• Solid amber. One upstream channel is locked.
• Solid green. T
wo or more upstream channels are locked.
• Blinking green.
The cable modem is scanning for an upstream channel.
• Off. No upstream channel is locked.
Internet
• Solid green. The cable modem is online.
• Blinking green.
The cable modem is synchronizing with the cable Internet
provider’s cable modem termination system (CMTS).
• Off. The
cable modem is offline.
Ethernet
• Green. A powered-on device is connected to the Ethernet port at 1000 Mbps.
• Amber.
A powered-on device is connected to the Ethernet port at 10/100 Mbps.
• Blinking green or amber. The
Ethernet port is processing traffic.
• Off. No device is connected to the Ethernet port.
Product Label
The product label on the side of the cable modem displays the serial number and MAC
address of the cable modem and login information, including the default IP address, default
user name, and default password.
MAC address
Serial number
Figure 3. Product label
Hardware and Internet Setup
7
High Speed Cable Modem
Back Panel
The back panel provides the connections and buttons shown the following figure.
Power adapter input
LAN Gigabit Ethernet port
Coaxial cable connector
Reset button
Power On/Off button
Figure 4. Cable modem back panel
Install and Activate Your Cable Modem
The cable modem provides a connection between your cable Internet provider’s network and
your computer, router, or WiFi router.
Connect Your Cable Modem to a Computer
During the installation and activation, you must connect the cable modem directly to a
computer. After installation and activation, you can connect the cable modem to a router (see
Connect Your Cable Modem to a Router After Installation and Activation on page 11).
Computer
Cable modem
Coaxial
Ethernet
cable
Power
Cable
cable
adapter
wall outlet
Figure 5. Connect the cable modem directly to a computer
Hardware and Internet Setup
8
High Speed Cable Modem
Note: Before you connect your cable modem and contact your cable Internet
provider, collect your cable account number, account phone number,
and login information (your email address or user name and password).
To connect your cable modem directly to a computer:
1. Connect a coaxial cable.
Use the coaxial cable that your cable company provided to connect the cable port on the
cable
modem to a cable wall outlet or a line splitter. Make sure that the cable is tightly
connected.
Note: If Comcast XFINITY is your cable Internet provider, Comcast XFINITY
recommends connecting your cable modem directly to a cable wall outlet.
2. T
urn off the computer to which you intend to connect the cable modem.
3. Use the Ethernet cable provided in the package to connect the Gigabit Ethernet port on the
cable modem to an Ethernet port on the computer
.
4. T
urn on the computer.
5. Connect the power adapter provided in the package to the cable modem and plug the power
adapter into an electrical outlet.
When the startup procedure is completed, the Power LED
lights green .
6. W
ait for the cable modem to come online.
It takes at least 10 minutes for the cable modem to come online on the network. During
this time, the LED behavior is as follows:
• The Downstream LED
lights amber when one downstream channel is locked.
• The Downstream LED lights green when more than one downstream channel is
locked.
• The Upstream LED
lights amber when one upstream channel is locked.
• The Upstream LED lights green when more than one upstream channel is locked.
• After the cable modem registers with your cable Internet provider
, the Internet LED
lights green.
Even though an Internet connection is established, Internet service is available only after you
set it up with your cable Internet provider
.
For information about how to activate your Internet service, see Activate Your Internet
Service on page 9.
Hardware and Internet Setup
9
High Speed Cable Modem
Activate Your Internet Service
To activate your Internet service:
1. V
isit your cable Internet provider’s website and follow the onscreen instructions to
activate your Internet service.
Cable Internet Provider Contact Information
Bright House Networks support.brighthouse.com
1-866-898-9101
Cablevision cablevision.com
https://install.optimum.com/JointInstall/
Telephone number depends on your region.
Charter https://install.charter.com
1-888-438-2427
Comcast XFINITY comcast.com/activate
XFINITY.com/internetsetup
XFINITY.com/internetsupport
1-800-XFINITY (1-800-934-6489)
For more information, see Activate Your Internet Service With Comcast
XFINITY on page 10.
Cox https://activation.cox.net/selfactivation/start.cox
1-888-556-1193
Mediacom https://maestro.mediacomcc.com/walledgarden/page/login.jsp
1-844-2SIMPLE (1-844-274-6753)
Note: Your cable Internet provider’s contact information might change. You
can also find the contact information in your monthly Internet service
billing statement.
2. If you are unable to activate your Internet service using the instructions on your cable
Internet provider
’s website, call your cable Internet provider and do the following:
a. When asked, provide your account information and provide the cable modem’
s model
number, which is CM700, serial number, and MAC address.
The serial number and MAC address are on the label on the cable modem, which is
on the side of the cable modem.
b. W
ait for your cable Internet provider to confirm that your cable modem is active.
Note: When you attempt to contact Cablevision online, you are directed to the
Optimum web page. Optimum is a brand name of Cablevision.
Hardware and Internet Setup
10
High Speed Cable Modem
c. If you do not get an Internet connection with the cable modem, ask your cable
Internet provider to look for your cable modem online, and do one of the following
depending what your cable Internet provider tells you about your cable modem:
• If the cable modem is not visible, your cable Internet provider can give you
instructions to verify why the cable modem does not connect with your high-speed
Internet service.
• If the cable modem is visible to your cable Internet provider, reboot the cable
modem. Check your online status again.
Activate Your Internet Service With Comcast XFINITY
If you use Comcast XFINITY, you can set up Internet service by using Comcast XFINITY’s
self-activation process. If you are unable to self-activate your cable modem, call Comcast
XFINITY customer service. After you complete the setup, perform a speed test.
Before you start the self-activation process, make sure that your account number, account
phone number, and login information (your email address or user name and password) are
nearby.
To activate your Internet connection with Comcast XFINITY’s self-activation process:
1. Close all web browsers.
2. Launch a web browser.
You are redirected to the XFINITY self-activation page. If you are not redirected to the
XFINITY self-activation page, visit
comcast.com/activate.
3. Provide your XFINITY credentials and complete the self-activation process.
This process might take up to 15 minutes, during which the cable modem reboots twice.
4. If you are unable to activate your cable modem using the XFINITY self-activation process,
call Comcast XFINITY customer service at 1-800-XFINITY (1-800-934-6489).
a. When asked, provide your account information and provide the cable modem’s model
number and MAC address, which are on the label on the cable modem.
For more information, see Product Label on page 6.
b. Wait for Comcast XFINITY to confirm that your cable modem is active.
c. If you do not get an Internet connection with the cable modem, ask Comcast
XFINITY to look for your cable modem online, and do one of the following depending
on what Comcast XFINITY tells you about your cable modem:
• If the cable modem is not visible, Comcast XFINITY can give you instructions to
verify why the cable modem does not connect with your high-speed Internet
service.
• If the cable modem is visible to Comcast XFINITY, reboot the cable modem.
Check your online status again.
Hardware and Internet Setup
11
High Speed Cable Modem
Perform a Speed Test
To determine the accurate Internet speed, visit the speed test website of your cable Internet
provider and perform a speed test.
If your actual speed is lower than your subscribed speed, contact your cable Internet
provider
.
Connect Your Cable Modem to a Router After Installation
and Activation
During the installation and activation, you must connect the cable modem directly to a
computer. After installation and activation, you can connect the cable modem to a router.
45° 45°
Router
Cable
Coaxial
Ethernet cable
Power
Computer connected
to the router over WiFi
or Ethernet
Cable
cable
adapter
modem
wall outlet
Figure 6. Connect the cable modem to a router
To connect your cable modem to a router after installation and activation:
1. Reboot the cable modem by unplugging the power cable from the cable modem and
plugging it back in.
Note: Do not disconnect the cable modem from the cable outlet.
When the startup procedure is completed, the Power LED lights green
.
Wait for the Internet LED to stop blinking and light solid green
.
2. Use an Ethernet cable to connect the Ethernet port on the cable modem to the W
AN or
Internet port on the router.
3. Power on the router
.
Wait until the router is ready.
4. Connect a computer to the router over a WiFi connection or through an Ethernet cable to a
LAN port on the router
.
12
2
2. Manage and Monitor
After you set up the cable modem, you do not need to log in to the cable modem for normal
operation. However, you can log in to the cable modem to change a very limited number of
settings and monitor the cable modem. In the unlikely situation that you experience problems
with the cable connection and cannot get an Internet connection, technical support might ask
you to log in to the router.
This chapter contains the following sections:
• Log In to the Cable Modem
• View Cable Modem Initialization
• View Cable Modem Status
• View and Clear Event Logs
• Change the admin Password
• Reboot the Cable Modem
• Reset the Cable Modem to Factory Default Settings
• Change the Cable Connection Starting Frequency
Manage and Monitor
13
High Speed Cable Modem
Log In to the Cable Modem
After you set up the cable modem, you do not need to log in to the cable modem for normal
operation.
To log in to the cable modem, you must use a web browser such as Microsoft Internet
Explorer 5.0 or later, Firefox Mozilla 2.0 or later, Safari 1.4 or later, or Google Chrome 11.0 or
later.
To log in to the cable modem:
1. Launch a web browser from a computer that is attached with an Ethernet cable to the
cable modem or from a computer that is connected to a WiFi router that is attached with an
Ethernet cable to the cable modem.
2. Type http://192.168.100.1.
A login window opens.
3. Enter the cable modem user name and password.
The user name is admin. The default password is password. The user name and
password are case-sensitive.
The BASIC Home page displays.
View Cable Modem Initialization
You can track the initialization procedure of the cable modem and get details about the
downstream and upstream cable channels. The time is displayed after the cable modem is
initialized.
The cable modem automatically goes through the following steps in the provisioning process:
1. Scans and locks the downstream frequency and then ranges the upstream channels.
2. Obtains a WAN IP address for the cable modem.
3. Connects to the Internet.
To view the status of the cable modem initialization:
1. Launch a web browser from a computer that is attached over an Ethernet cable to the
cable modem or from a computer that is connected to a WiFi router that is attached over an
Ethernet cable to the cable modem.
2. Type http://192.168.100.1.
A login window opens.
3. Enter the cable modem user name and password.
The user name is admin. The default password is password. The user name and
password are case-sensitive.
The BASIC Home page displays.
Manage and Monitor
14
High Speed Cable Modem
4. Select Cable Connection.
The Startup Procedure section displays the initialization progress. The Downstream
Bonded Channels section displays the status of each downstream channel.
5. To see the Upstream Bonded Channels section and system time, scroll down.
Manage and Monitor
15
High Speed Cable Modem
View Cable Modem Status
You can view some basic information about the cable modem.
To view cable modem status:
1. Launch a web browser from a computer that is attached over an Ethernet cable to the
cable modem or from a computer that is connected to a WiFi router that is attached over an
Ethernet cable t
o the cable modem.
2. T
ype http://192.168.100.1.
A login window opens.
3. Enter the cable modem user name and password.
The user name is admin.
The default password is password. The user name and
password are case-sensitive.
The BASIC Home page displays.
4. Select ADV
ANCED.
The Cable Information page displays the following:
• Hardware V
ersion. The version of the cable modem model.
• Firmware Version.
The version of the cable modem firmware.
Note: Cable modem firmware cannot be updated by customers or by
NETGEAR support agents. All cable modem firmware upgrades
are pushed down by your ISP when available.
• Cable Modem Serial Number.
The serial number of the cable modem.
• CM Certificate.
The status of the cable modem certificate. If Not installed displays as
the status, contact your cable Internet provider.
• CM MAC.
The MAC address of the cable modem.
For information about using the Reboot button, see Reboot the Cable Modem on page 17.
For information about using the Factory Reset button, see Reset the Cable Modem to
Factory Default Settings on page 18.
Manage and Monitor
16
High Speed Cable Modem
View and Clear Event Logs
Event logs capture important cable modem events.
To view and clear the event logs:
1. Launch a web browser from a computer that is attached over an Ethernet cable to the
cable modem or from a computer that is connected to a WiFi router that is attached over an
Ethernet cable t
o the cable modem.
2. T
ype http://192.168.100.1.
A login window opens.
3. Enter the cable modem user name and password.
The user name is admin.
The default password is password. The user name and
password are case-sensitive.
The BASIC Home page displays.
4. Select ADV
ANCED > Administration > Event Log.
The Event Log page shows the following information:
• T
ime. The time the event log entry was recorded.
The correct time displays only after the cable modem successfully connects to the
cable Internet provider
’s network.
• Priority. The severity of the event log entry.
• Description.
A description of the event log entry.
5. T
o refresh the log page, click the Refresh button.
6. T
o clear the log entries, click the Clear Log button.
Manage and Monitor
17
High Speed Cable Modem
Change the admin Password
You can change the default password that is used to log in to the cable modem with the user
name admin.
To change the password for the user name admin:
1. Launch a web browser from a computer that is attached over an Ethernet cable to the
cable modem or from a computer that is connected to a WiFi router that is attached over an
Ethernet cable t
o the cable modem.
2. T
ype http://192.168.100.1.
A login window opens.
3. Enter the cable modem user name and password.
The user name is admin.
The default password is password. The user name and
password are case-sensitive.
The BASIC Home page displays.
4. Select ADV
ANCED > Administration > Set Password.
5. Type the old password.
6. T
ype the new password in the Set Password field.
7. T
ype the new password in the Repeat New Password field.
8. Click the Apply button.
Your settings are saved.
Reboot the Cable Modem
Rebooting the cable modem disconnects all computers from the cable modem’s local area
network (LAN). After the cable modem is finished booting and reestablishes a connection
with the cable Internet provider’s network, the devices reconnect to the cable modem’s LAN.
To reboot the cable modem:
1. Launch a web browser from a computer that is attached over an Ethernet cable to the
cable modem or from a computer that is connected to a WiFi router that is attached over an
Ethernet cable t
o the cable modem.
2. T
ype http://192.168.100.1.
Manage and Monitor
18
High Speed Cable Modem
A login window opens.
3. Enter the cable modem user name and password.
The user name is admin. The default password is password. The user name and
password are case-sensitive.
The BASIC Home page displays.
4. Select ADVANCED.
The ADVANCED Home page displays the Cable Information pane.
5. Click the Reboot button.
A confirmation message displays.
6. Click the OK button.
The cable modem reboots.
Reset the Cable Modem to Factory Default Settings
To reset the cable modem to factory default settings, you can use either the Reset button on
the back panel of the cable modem or the Factory reset software button. However, if you
changed the default password to access the cable modem and lost the password, you must
use the Reset button on the back panel.
After you reset the cable modem to factory default settings, the user name is admin, the
password is password. The LAN IP address is always 192.168.100.1. You cannot change
this LAN IP address.
Use the Reset Button on the Back Panel
CAUTION:
This process erases all changes that you made to the settings in the cable
modem.
To reset the cable modem to factory default settings:
1. Power on the cable modem.
2. On the back of the cable modem, locate the Reset button.
Reset button
Manage and Monitor
19
High Speed Cable Modem
3. Using a straightened paper clip, press and hold the Reset button for about seven seconds
until all LEDs blink.
4. Release the Reset button.
The configuration is reset to factory default settings. When the reset is complete, the
cable modem reboots.
This process takes about one minute.
WARNING:
To avoid the risk of corrupting the firmware, do not interrupt the
reset. For example, if you are connected to the cable modem web
management interface, do not click a link or load a new page. Do
not turn off the cable modem.
Use the Factory Reset Software Button
CAUTION:
This process erases all changes that you made to the settings in the cable
modem.
To reset the cable modem to its factory settings:
1. Launch a web browser from a computer that is attached over an Ethernet cable to the
cable modem or from a computer that is connected to a WiFi router that is attached over an
Ethernet cable t
o the cable modem.
2. T
ype http://192.168.100.1.
Manage and Monitor
20
High Speed Cable Modem
A login window opens.
3. Enter the cable modem user name and password.
The user name is admin. The default password is password. The user name and
password are case-sensitive.
The BASIC Home page displays.
4. Select ADVANCED.
The ADVANCED Home page displays the Cable Information pane.
5. Click the Factory Reset button.
A confirmation message displays.
6. Click the OK button.
The configuration is reset to factory default settings. When the reset is complete, the
cable modem reboots. This process takes about one minute.
WARNING:
To avoid the risk of corrupting the firmware, do not interrupt the
reset. For example, if you are connected to the cable modem web
management interface, do not click a link or load a new page. Do
not turn off the cable modem.
Change the Cable Connection Starting Frequency
The starting frequency for the cable connection is automatically generated. For most Internet
connections, you do not need to change this information.
WARNING:
Do not change the starting frequency unless your cable Internet
provider instructs you to do so. Changing the starting frequency
incorrectly causes serious connection and Internet problems.
To change the starting frequency:
1. Launch a web browser from a computer that is attached over an Ethernet cable to the
cable modem or from a computer that is connected to a WiFi router that is attached over an
Ethernet cable to the cable modem.
2. Type http://192.168.100.1.
A login window opens.
3. Enter the cable modem user name and password.
Manage and Monitor
21
High Speed Cable Modem
The user name is admin. The default password is password. The user name and
password are case-sensitive.
The BASIC Home page displays.
4. Select Cable Connection.
5. In the Starting Frequency field, type a number as instructed by your cable Internet provider.
WARNING:
Do not change the starting frequency unless your cable Internet
provider instructs you to do so. Changing the starting frequency
incorrectly causes serious connection and Internet problems.
6. Click the Apply button.
Your settings are saved.
22
3
3. Troubleshooting
This chapter provides information about troubleshooting your cable modem.
The chapter includes the following sections:
• Use LEDs to Troubleshoot
• Cannot Log In to the Cable Modem
• Troubleshoot the Cable Internet Connection
Note: NETGEAR provides helpful articles and documentation at
support.netgear.com.
Troubleshooting
23
High Speed Cable Modem
Use LEDs to Troubleshoot
The following table provides help when you are using the LEDs for troubleshooting.
Table 2. Troubleshooting with LEDs
LED Behavior Action
All LEDs are off when the cable
modem is plugged in.
• Make sure that the power cord is properly connected to your cable
modem and that the power supply adapter is properly connected to a
functioning power outlet.
• Check that you are using the 12 VDC, 1A power adapter from NETGEAR
for this product.
• If the error persists, a hardware problem occurred. Contact technical
support.
All LEDs stay on. • Clear the configuration of the cable modem to its factory defaults.
• If the error persists, a hardware problem occurred. Contact technical
support.
The Ethernet LED
is off and a
powered-on device is connected
to an Ethernet LAN port.
• Make sure that the Ethernet cable connections are secure at the cable
modem and at the computer, router, or WiFi router.
• Make sure that power is turned on to the connected hub or computer
.
• Be sure that you are using the correct cable.
The Internet LED is off and the
cable modem is connected to
the cable wall jack.
• Make sure that the coaxial cable connections are secure at the cable
modem and at the wall jack.
• Make sure that your cable Internet provider provisioned your cable
Internet service.
Your provider can verify that the signal quality is good
enough for cable modem service.
• Remove any excessive splitters that you installed on your cable line. Run
a “home run” back to the point where the cable enters your home.
The Power LED lights red
. The cable modem is too warm and might overheat. Do the following:
1. Disconnect the power adapter
.
2. W
ait at least two minutes to let the cable modem cool down.
3. Make sure that the cable modem is placed in a vertical position.
4. Make sure that the cable modem is placed in a location with good
ventilation.
5. Reconnect the power adapter
.
Troubleshooting
24
High Speed Cable Modem
Cannot Log In to the Cable Modem
If you cannot access the cable modem from computer that is connected to the cable modem
or to a router that is connected the cable modem, check the following:
• If your computer is connected to the cable modem with an Ethernet cable, check the
connection.
• Make sure that your computer
’s IP address is on the same subnet as the cable modem.
The IP address of your computer must be in the range of 192.168.100.2 to
192.168.100.254.
• Make sure that Java, JavaScript, or
ActiveX is enabled in your browser. If you are using
Internet Explorer, click the Refresh button to make sure that the Java applet is loaded.
• T
ry quitting the browser and launching it again.
• Make sure that you are using the correct login information.
The cable modem user name
admin is lowercase (Caps Lock is off). The default password is password.
If the cable modem does not save changes you made, do the following:
• When entering configuration settings, be sure to click the Apply button before moving to
another page, or your changes are lost.
• Click the Refresh or Reload button in the web browser
. The changes occurred, but the
web browser might be caching the old configuration.
Troubleshoot the Cable Internet Connection
If your cable modem cannot access the Internet but the Internet LED lights green , make
sure that the cable MAC address or device MAC address of your cable modem is registered
with your cable Internet provider (see Install and Activate Your Cable Modem on page 7).
The acceptable signal level for the downstream range is from +15 dBmV to –15 dBmV.
Anything more or less than these values results in quality issues. If you use splitters,
removing the splitters can help to clean up the signal.
The acceptable signal level for the upstream range is from 42 dBmV to 49 dBmV. Anything
above the value of 49dBmV results in connection drops and resyncs.
The event log displays time-out messages. For information about viewing the event log, see
View and Clear Event Logs on page 16.
Here are the common time-outs that are seen in the event log:
• T1 T
imeout. The cable modem did not receive any periodic Upstream Channel
Descriptor (UCD) messages from the CMTS within the time-out period. This error
message is DOCSIS event message U01.0, Upstream Channel Descriptor. If this error
message is seen multiple times in the event log, contact the L3 ISP support and provide
them the information about the T1 time-outs in the event log.
• T2 T
imeout.The cable modem did not receive a broadcast maintenance opportunity in
which to transmit a ranging request (RNG-REQ) within the T2 time-out period
Troubleshooting
25
High Speed Cable Modem
(approximately 10 seconds). The cable modem is resetting its cable interface and
restarting the registration process. If this error message is seen multiple times in the
event log, contact the L3 ISP support and provide them the information about the T2
time-outs in the event log.
• T3 Timeout. The cable modem sent 16 ranging request messages without receiving a
ranging response message in reply from the CMTS. The cable modem is therefore
resetting its cable interface and restarting the registration process. This typically is
caused by noise on the upstream when the cable modem’s power level is insufficient to
transmit any messages. If the cable modem cannot raise its upstream transmit power
level to a level that allows successful communication within the maximum time-out
period, it resets its cable interface and restarts the registration process. This is an error in
the power levels and causes the connection to drop. Contact the L3 ISP support and
provide them the information about the T4 time-outs in the event log.
• T4 Timeout. The cable modem did not received a station maintenance opportunity in
which to transmit a ranging request message within the T4 time-out period (30 to 35
seconds). The cable modem is resetting its cable interface and restarting the registration
process. Typically, this indicates an occasional, temporary loss of service, but if the
problem persists, check for possible service outages or maintenance activity on this
particular MSO headend system. Contact the L3 ISP support and provide them the
information about the T3 time-outs in the event log.
• T6 Timeout. The cable modem sent three registration requests to the CMTS without
receiving a registration response within the T6 time-out period (3 seconds). The cable
modem is therefore resetting its cable interface and restarting the registration process.
This problem can also occur if the DOCSIS configuration file is corrupt, or some other
issue is occurring on the MSO network. Contact the L3 ISP support and provide them the
information about the T6 time-outs in the event log.
26
A
A. Technical Specifications
The following table lists the technical specifications for the cable modem.
Table 3. Technical specifications
Feature Specification
Power adapter • Input: 1
10–120V, 47–60 Hz
• Output: 12 VDC, 1A
Physical specifications • Dimensions: 5.16 x 6.56 x 2.72 in. (131 x 166.6 x 69 mm)
• W
eight: 8.82 oz (250 g)
Environmental • Operating temperature: 32° to 104°F (0° to 40°C)
• Operating humidity: 90% maximum relative humidity
, noncondensing
Interface • Local: 10/100/1000 RJ-45 Gigabit Ethernet port
• Internet: Coaxial cable connector
DOCSIS 3.0; backward compatible with DOCSIS 2.0
Memory • 128 MB Flash
• 128 MB RAM
Channels • 32 bonded downstream
• 8 bonded upstream
Certifications • CableLabs certified for U.S. cable Internet services
