Support: DSL Service Problem Isolation -- Homebase

Problem with Physical Connection Between LAN & CPE

Nature of the Problem
Typically, only one user or one group of uses are not connecting to the internet. This type of problem may be due to improper or inadequate cabling, failed cabling between CPE and PC, or no cabling being present.

Steps in Diagnosing the Problem
Check the cable connections at the router and the endpoint.
Check the appropriate port light on the router. It should be green.
Check the NIC card. On many NIC cards, there is a green light to indicate good connectivity.
Try to ping the Ethernet interface's IP address of the router.
Try to ping the computer having problems.
Made sure you are using the correct type of cable between your two contact points. Refer to Installing the Paradyne DSL Router.

Figure 1.1

Fig. 1.1

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Problem with the Router

Nature of the Problem
No one is able to access the Internet.

Steps in Diagnosing the Problem
Check the lights on the router and compare them to the troubleshooting table at the end of Installing the Paradyne DSL Router
Ping the LAN side of the router
Ping the public side of the router

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Problem with Local Computer's Network Configuration

Nature of the Problem
Local configuration problems may be caused by incorrect IP address assignments. Likely causes are that the IP address of a segment that is different from the router is mistakenly being used, that the DHCP server is not configured properly, or that the DHCP server is fully configured for all IP settings, such as default gateway, DNS address, etc.

Verifying TCP/IP On Windows 95/98/NT
To verify whether TCP/IP is installed and configured correctly on your machine, go through the following steps on your system.

1. Click on the Start button, select Run
2. If you have Windows 95 or 98: in the field provided, type winipcfg. The IP Configuration window appears
If you have Windows NT or 2000, in the field provided, type ipconfig. The IP Configuration window appears
3. If you have dial-up networking installed, make sure the Ethernet adapter is selected.
4. Verify the following settings:

· IP address
· subnet mask
· Default gateway address
· DHCP enabled Yes/No If Yes, check the DHCP server address
· DNS server addresses
· IP routing enabled (RIP) Yes/No

If any of your settings are incorrect, correcting them in the Control Panel Network TCP/IP Properties. For more help with TCP/IP settings, review Configuring Windows 95/98 for DSL Use or Configuring Windows NT/2000 for DSL Use

Verifying TCP/IP On MAC
Please refer to Configuring My Mac for DSL Use

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Problem with Application Software

Nature of the Problem
Your Internet application fails to function properly. This includes E-mail, FTP, web browsers, etc. Usually, all other applications work correctly. The application in question will exhibit unusual behavior such as register dumps, freezing, and unexpectedly quitting. This problem could be caused by either the software's configuration, software incompatibility problems with the PC's operating system, or a server side compatibility problem.

Steps in Diagnosing the Problem
Notice if the same application is the only one having the recurring problem.

Solution
Completely uninstall the application and re-install an updated version of the application.

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Problem with IP Services (DNS, DHCP, Mail, FTP, Web Browsers)

Nature of the Problem
Some of the applications will not work.

Steps in Diagnosing the Problem
The first step in diagnosing the problem is to make sure Domain Name-to-IP address resolution (DNS) functions properly.

Make sure the computer is on the network by checking the IP address
Make sure the DSL router is on the network and LED lights are good
Make sure the DNS server is running by typing the IP address of your DNS server into the Address field of your web browser
Make sure the other network servers are configured and working properly
Make sure the applications are configured properly

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Problem with DSL Line Physical Connectivitity

Nature of the Problem
The usual indication of this type of problem is complete lack of connectivity. No one will be able to connect to the Internet.

Steps in Diagnosing the Problem
See if the DSL light on the router is green
Ping the public side of the router
Ping a remote IP address
Trace Route (tracert) anything on the Internet

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Problem with Slow Throughput

Nature of the Problem
Problems of this type are difficult to diagnose. Sporatic activity is one sign.

Steps in Diagnosing the Problem
If you have worked through all the other diagnostic tools and are still having problems, please call ConnectSouth's Technical Support Team
877-665-7697

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Back to FAQ's

Have you been through our support area and still have questions? Let us give you some personal attention. Call us at 1-877-665-7697, email us at customercare@connectsouth.com, or contact us online.

	CUSTOMER CARE CENTER

		Isolating Problems with DSL Service

		This document outlines the recommended steps for you to isolate problems before contacting ConnectSouth. Like most networking issues, there are several factors that can cause problems. This document is a guideline only. The first step in any troubleshooting process is to define the type of problem you are experiencing. You should be able to isolate the issue to by going through the steps provided into the following: Problem with Physical Connection Between LAN & CPE Problem with the Router Problem with Local Computer's Network Configuration Problem with Application Software Problem with IP Services (DNS, DHCP, Mail, FTP, Web Browsers) Problem with the Physical DSL Line Problem with Slow Throughput

	*Problem with Physical Connection Between LAN & CPE* *Nature of the Problem* Typically, only one user or one group of uses are not connecting to the internet. This type of problem may be due to improper or inadequate cabling, failed cabling between CPE and PC, or no cabling being present. *Steps in Diagnosing the Problem* Check the cable connections at the router and the endpoint. Check the appropriate port light on the router. It should be green. Check the NIC card. On many NIC cards, there is a green light to indicate good connectivity. Try to ping the Ethernet interface's IP address of the router. Try to ping the computer having problems. Made sure you are using the correct type of cable between your two contact points. Refer to Installing the Paradyne DSL Router. Figure 1.1 Fig. 1.1 [ Back to Top ] *Problem with the Router* *Nature of the Problem* No one is able to access the Internet. *Steps in Diagnosing the Problem* Check the lights on the router and compare them to the troubleshooting table at the end of Installing the Paradyne DSL Router Ping the LAN side of the router Ping the public side of the router [ Back to Top ] *Problem with Local Computer's Network Configuration* *Nature of the Problem* Local configuration problems may be caused by incorrect IP address assignments. Likely causes are that the IP address of a segment that is different from the router is mistakenly being used, that the DHCP server is not configured properly, or that the DHCP server is fully configured for all IP settings, such as default gateway, DNS address, etc. *Verifying TCP/IP On Windows 95/98/NT To verify whether TCP/IP is installed and configured correctly on your machine, go through the following steps on your system. 1. Click on the Start button, select Run 2. If you have Windows 95 or 98: in the field provided, type winipcfg. The IP Configuration window appears If you have Windows NT or 2000, in the field provided, type ipconfig. The IP Configuration window appears 3. If you have dial-up networking installed, make sure the Ethernet adapter is selected. 4. Verify the following settings: · IP address · subnet mask · Default gateway address · DHCP enabled Yes/No If Yes, check the DHCP server address · DNS server addresses · IP routing enabled (RIP) Yes/No If any of your settings are incorrect, correcting them in the Control Panel Network TCP/IP Properties. For more help with TCP/IP settings, review Configuring Windows 95/98 for DSL Use or Configuring Windows NT/2000 for DSL Use Verifying TCP/IP On MAC* Please refer to Configuring My Mac for DSL Use [ Back to Top ] *Problem with Application Software* *Nature of the Problem* Your Internet application fails to function properly. This includes E-mail, FTP, web browsers, etc. Usually, all other applications work correctly. The application in question will exhibit unusual behavior such as register dumps, freezing, and unexpectedly quitting. This problem could be caused by either the software's configuration, software incompatibility problems with the PC's operating system, or a server side compatibility problem. *Steps in Diagnosing the Problem* Notice if the same application is the only one having the recurring problem. *Solution* Completely uninstall the application and re-install an updated version of the application. [ Back to Top ] *Problem with IP Services (DNS, DHCP, Mail, FTP, Web Browsers)* *Nature of the Problem* Some of the applications will not work. *Steps in Diagnosing the Problem* The first step in diagnosing the problem is to make sure Domain Name-to-IP address resolution (DNS) functions properly. Make sure the computer is on the network by checking the IP address Make sure the DSL router is on the network and LED lights are good Make sure the DNS server is running by typing the IP address of your DNS server into the Address field of your web browser Make sure the other network servers are configured and working properly Make sure the applications are configured properly [ Back to Top ] *Problem with DSL Line Physical Connectivitity* *Nature of the Problem* The usual indication of this type of problem is complete lack of connectivity. No one will be able to connect to the Internet. *Steps in Diagnosing the Problem* See if the DSL light on the router is green Ping the public side of the router Ping a remote IP address Trace Route (tracert) anything on the Internet [ Back to Top ] *Problem with Slow Throughput* *Nature of the Problem* Problems of this type are difficult to diagnose. Sporatic activity is one sign. *Steps in Diagnosing the Problem* If you have worked through all the other diagnostic tools and are still having problems, please call ConnectSouth's Technical Support Team 877-665-7697 [ Back to Top ] Back to FAQ's Have you been through our support area and still have questions? Let us give you some personal attention. Call us at 1-877-665-7697, email us at customercare@connectsouth.com, or contact us online.