User's Manual

Troubleshooting Procedures
190
SMCD3GNV Wireless Cable Modem Gateway User Manual
7. If the Online LED is ON, go to Connection > Status (see “Viewing the Gateway’s
Connection Status” on page 44). Then, under Comcast Network, confirm that Internet =
Active. If it isn’t, contact your cable provider to confirm that the service is active.
8. If you have more than one network port available on the Gateway, plug the cable into a
different port. If the network connection works, the original port on the Gateway is faulty.
However, you can continue to use the other ports.
9. Close any network applications that you might have opened, especially file-sharing and
peer-to-peer applications. These applications can consume large amounts of bandwidth
that can prevent you from being able to browse the Web.
10. Ping a location on the Internet (see “Testing the Path from a Computer to the Internet” on
page 192). For example, ping www.yahoo.com. If the ping succeeds, proceed to the
next step. If the ping fails:
 Your Web browser may be misconfigured. Be sure you do not have an incorrect proxy
server setting in your Web browser.
 If your computer is running a Microsoft Windows operating system, check whether the
computer has a corrupt winsock registry entry (refer to your Windows documentation).
 The site might be down. Try to ping another site.
 If your additional pings fail, please contact technical support.
11. Check your computer’s operating system to see whether the computer has connectivity (for
example, see Figure 105 and refer to the documentation for your operating system). If it
doesn’t, try using another computer and NIC attached to the Gateway to connect to the
Internet.
12. Try accessing the Internet with a different browser. If you succeed, the problem exists with
the previous browser you used.