Table of Contents:

1. Brief
1.1 Testing Network Connectivity
2. Identify Your DSL Modem
3. No Sync Troubleshooting
4. No Surf Troubleshooting
4.1 Physical Network Configuration
4.2 Network Connectivity


1. Brief

This document should be used when you are both unable to surf the internet and unable to send email and both email and your internet have worked in the past.  This document will assumes you are using a Dlink 2320-B modem and a Windows NT/2000/XP operating system to connect one computer directly to the internet.  If your modem, operating system or home network differs, you may still use this document as a troubleshooting outline, however some steps may be different.

You will also need to know what type of connection you use with DSLExtreme.  PPPoE requires you to authenticate with a username and password in order to surf on the internet.  DHCP allows you to surf without the username and password.  Static allows you to surf the internet if your computer is properly configured.  If you are unsure of your connection type, you can log into the members page at www.DSLExtreme.com and review the "Your Service(s):" section. 

1.1 Testing Network Connectivity

At some points throughout this document, you'll be prompted to Test Network Connectivity. 

- Try to surf to www.DSLExtreme.com. 
- Click on the 'Start' link in the upper right hand corner.
- Enter a term into the search bar and click 'Google Search'

If the search returns results, your DSL connection is working.  If you have any other questions, you can Chat with a technical support representative or call us directly by clicking here.

If you receive an error (such as a 404 - Page Not Found) then continue to troubleshoot.

2. Identify your DSL Modem.

The most common DSL Modem we provide is the Dlink 2320-B.  You can find out more about this modem here. 

If no lights are lit on the modem...

• Verify the power switch at the back of the unit is "On."
• Verify the power adapter is plugged in to the back of the unit.
• Verify the power adapter is plugged in to a surge protector or outlet.
• Verify the surge protector or outlet is working.  This can be done by plugging another electrical appliance (such as a radio or lamp) into the outlet and verifying the outlet is working.
• If you have tried these steps and still have no lights on the modem, please contact technical support.

If some lights are lit on the modem:

Look at the Power light, it is the left most light.

• If the power light is red, please contact technical support.
• If the power light is green continue troubleshooting below.

Look for the DSL Light, it is the third from the left.

• If the light is blinking, click here to continue troubleshooting No Sync.
• If the DSL light is solid, click here to continue troubleshooting No Surf.

3. No Sync Troubleshooting

Verify your current setup:

DSL Filters should be installed on all devices that share the same phone number as your DSL Line.  This includes alarm systems, sattelite systems, fax machines and answering machines.  Even if the device is seldom used it needs to be filtered.  To install a DSL Filter plug the filter directly into the wall jack; plug the phone device into the filter.

If the DSL Modem shares a phone jack with another device via a splitter, the splitter should be plugged directly into the phone jack.  The modem should be plugged directly into the splitter.  A filter should be plugged into the other splitter jack and the phone device should be plugged into the filter.

If the DSL Modem has a dedicated jack, it should be plugged directly into the phone jack, not a filter or splitter. 

The modem should be connected using the phone cable provided with the installation kit.  If the originally provided cable is not available use similiarly short cable - no longer then 6'.  Unplug and plug the phone cord that connects the DSL Modem to the phone jack to verify the cable is properly seated.

Once these conditions are verified, unplug the power from the DSL Modem.  Wait 5 seconds and then plug the power back in.  The modem should sync, as indicated by the solid Sync light, in less then 30 seconds.  If the modem does not sync the next troubleshooting step is to isolate the lines usage to just the modem.

• If the DSL Line is a standard phone line (not dry loop), verify there is dialtone on the jack the DSL Modem will be plugged into using a standard phone.
• Unplug all devices that use the same phone number as the DSL line.
• Plug the DSL Modem directly into the phone jack, using the phone line provided in the installation kit.  If the originally provided cable is not available use similiarly short cable - no longer then 6'.

If the modem does not sync under these conditions contact technical support.

If the modem does sync under these conditions, begin to add devices back onto the line.  Add one device at a time, verifying that the filter is installed correctly.  After each device is added, unplug the power from the DSL Modem.  Wait 5 seconds and then plug the power back in.  The modem should sync, as indicated by the solid Sync light, in less then 30 seconds.  If the modem does not resync, you likely have a defective filter that needs to be replaced.  Replacement dsl filters can be purchased from most electronic stores.

4. No Surf Troubleshooting

On the modem either the LAN (third from the right) or USB (second form the right) light should be lit.

• If neither light is lit, click here to continue troubleshooting Physical Network Configuration.
• If the LAN light is lit, click here to continue troubleshooting Network Connectivity (LAN).

4.1 Physical Network Configuration

Your DSL Modem should be connected directly to your computer.  This is most commonly done by using the Yellow networking cable supplied with your kit.  This cable plugs into the Yellow port on the back of the modem, to the network port on the back of your computer.  If you do not have a network port on the back of your computer, you may use the USB adapter to connect the modem to your computer.  Regardless of which type of cable you are using, please unplug and replug it from both the modem and computer to verify the cable is completely seated.

• If you are using the Yellow network cable to connect your computer to the modem and the LAN light is still off...

Click on Start -> Settings -> Control Panel -> Network Connections

You should see a connection labeled "Local Area Connection."  If you see multiple Local Area Connection icons, repeat this process on each:

Double Click on the Local Area Connection icon. 
If Status is "Disabled", Click the "Enable" button. 
Click "Close."

• If the LAN light still is not lit...

You may try an alternate network cable.
Contact Technical Support.

• If the LAN light is now lit, test network connectivity.
• If you're still unable to connect, continue troubleshooting Network Connectivity. 

4.2 Network Connectivity

Please verify that the network cable from the modem is plugged directly into your computer.

• Restart your computer.
• Disable all firewall software on your computer and test network connectivity.
• If you're still unable to connect, continue troubleshooting Network Connectivity.

PPPoE Customers

Verify your PPPoE Connection is currently connected.  If you are unsure if your PPPoE connection is setup, click here to setup and configure a PPPoE connection.

Dynamic (DHCP) or Static Customers

Please verify that your Local Area Connection is configured correctly for your connection type.  Click Here to review these settings.

After you have verified your networking settings are correct for your connection type, open a DOS Prompt by following these steps:

Click on Start -> Run -> enter 'cmd' -> Okay

In the DOS Prompt box type 'ping 127.0.0.1' and hit enter. 

• If you receive 4 replies move on to the next step in troubleshooting.
• If the command returns an error stating '...is not a recognized as an internal or external command...' verify you entered the command correctly.
• If you receive any other error, this indicates a potential problem:

Enter 'netsh int ip reset rlog.txt' into the DOS Prompt and hit enter. 
When this command has finished, restart your computer.
Test network connectivity, and if the issue is not resolved continue troubleshooting at the beginning of Network Connectivity.

In the DOS Prompt box type 'ping 66.51.205.100 ' and hit enter. 

• If you receive 4 replies move on to the next step in troubleshooting.
• If the command returns an error stating '...is not a recognized as an internal or external command...' verify you entered the command correctly.
• If you receive any other error, this indicates a potential problem:

Please verify that your Local Area Connection is configured correctly for your connection type.  Click Here to review these settings.
Test network connectivity, and if the issue is not resolved contact Technical Support.

In the DOS Prompt box type 'ping www.DSLExtreme.com' and hit enter. 

• If you receive 4 replies move on to the next step in troubleshooting.
• If the command returns an error stating '...is not a recognized as an internal or external command...' verify you entered the command correctly.
• If you receive any other error, this indicates a potential problem:

Please verify that your Local Area Connection is configured correctly for your connection type.  Paying special attention to the DNS settings, Click Here to review these settings.  Test network connectivity, and if the issue is not resolved contact Technical Support.