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Troubleshooting Connection Issues

You're here because you're stuck. Nothing seems to work, or you have a problem you can't solve. This section will help you diagnose problems with your setup. Technical support will also walk you through these, so if you do them first, it will be very helpful.

Connection Problems

Before proceeding with this diagnostic, shut down your computer completely (power off), wait one minute, and turn it back on. (If you have received a "renewing adapter" message, shutting down and restarting your computer should clear it.)


Steps 3-4 of this guide are specifically for users of Windows computers.


Step One: Overview

A Is your computer on and otherwise working normally? If not, then reboot and make sure it is working normally. If it is still not working normally, then STOP and contact technical support.

B The modem has three cables. Make sure of the following:

  1. The power cord is connected to the modem and to your wall socket or your power strip.
  2. The power is on to your wall socket or your power strip.
  3. The coaxial cable connector is screwed fully into the back of the modem.
  4. The data cable is connected from the modem to the computer's network card or USB port. The network connector looks like a plastic telephone connector, only slightly wider; the USB connector is rectangular and usually with metal shielding. (You will only be using one of these connections, either the ethernet cable or USB.)
coaxial connectorcat five connectorusb connector
Coaxial ConnectorNetwork ConnectorUSB Connector

Continue with C (Step Two) below.


Step Two: The Modem

surfboard modem

C The power should now be on to the modem. Trans-Video uses the SB3100, SB4100, and SB4200 modems with five front-panel lights: Power, Receive, Send, Online, and Activity. The top four lights should be on continuously (not flashing), and the lower light indicates that data is coming to and from the modem.

  1. If all lights are out, do you have an SB4100/4200 modem with a standby button on the front? If you do, press the standby button and go back to C above. If you have no standby button, if you have checked all your cables (Step One), and all lights are still out, then STOP and contact technical support.
  2. If the top light is flashing, the modem is rebooting. Please wait and then go to step 3.
  3. If the second light is flashing, the modem is trying to get a "receive" signal. Please wait.
    • If the light stays on continuously, go to step 4.
    • If the light goes dark and the top light starts flashing, then unplug the modem's power cord, wait 30 seconds, and plug it back in.
    • If the light stops flashing and stays on continuously, go to step 4.
    • If the lights continue flashing in this pattern, STOP and contact technical support.
  4. If the third light is flashing, the modem is trying to send a "send" signal. Please wait.
    • If the light stays on continuously, go to step 5.
    • If the light goes dark and the top light starts flashing, then unplug the modem's power cord, wait 30 seconds, and plug it back in.
    • If the light stops flashing and stays on continuously, go to step 5.
    • If the lights continue flashing in this pattern, STOP and contact technical support.
  5. If the fourth light is flashing, the modem is trying to acquire an IP address from the server. Please wait.
    • If the light stays on continuously, go to D below.
    • If the light goes dark and the top light starts flashing, then unplug the modem's power cord, wait 30 seconds, and plug it back in.
    • If the light stops flashing and stays on continuously, go to D below.
    • If the lights continue flashing in this pattern, STOP and contact technical support.

D All modem lights should now be on, except the activity light, which may flicker. Continue with E (Step Three) below.


Step Three: The IP Settings

E The modem needs to communicate with the computer. These steps will find out if the computer is communicating with the modem properly.

  1. Click the Start button, and click Run
    start|run menu
  2. In the box, type winipcfg
    run winipfg dialog
  3. Click OK
  4. A dialog box should appear immediately. If it does not appear immediately, or if you get an error message about DHCP (answer "Yes" to the question about messages), go to F (Step Four) below.
    winipcfg dialog box
  5. There is a droplist (circled in the illustration above). Click it to select your Ethernet adapter.
  6. Click the More Info>>> button. Your should see a box titled IP Configuration, but without the red numbers shown in the illustration below:
    winipcfg full dialog box
  7. Here is what you should find in the box; refer to the numbers in the illustration above:
    1. Host Name: This is your computer's name followed by ".trans-video.net".
    2. DNS Servers: These are 72.237.56.70 or 72.237.56.71 (clicking the "..." button will switch between them).
    3. IP Address: This is your computer's number, beginning with 72.237...
    4. Subnet Mask: This is always 255.255.255.0
    5. Default Gateway: This is always 72.237.x.x
    6. DHCP Server: This is always 72.237.56.68
    7. Lease Obtained: This should be within the past few days.
    8. Lease Expires: This should be within the next few days.
  8. If any of these numbers are not correct, please click "Release" and "Renew". You may have to wait briefly, and they will correct themselves to the list above. If they still are not correct, go to F (Step Four) below.

Step Four: The Network Settings

F The computer must have a network installed and working properly. These steps will find out if the computer's network is installed and the settings are correct.

  1. Click the Start button, choose Settings, and click Control Panel
    start|settings menu
  2. The Control Panel will appear. Find the Network icon, and double-click it.
    control panel
  3. The Network Control Panel will appear, with the Configuration tab selected. You should see Client for Microsoft Networks on the list.
  4. Look for the Ethernet card from step E above, and find a matching entry for TCP/IP
    control panel
  5. If you find these settings, continue to step 5. If you do not find your Ethernet card and/or the matching TCP/IP settings, then STOP and contact technical support.
  6. Select (single click) the TCP/IP settings that match your Ethernet card, and click Properties. The TCP/IP Properties panel with multiple tabs will appear:
    control panel
  7. The following settings should be established:
    1. DNS Configuration: Select "Disable DNS"
    2. Gateway: No entries in these boxes.
    3. WINS Configuration: Select "Use DHCP for WINS Resolution"
    4. IP Address: Select "Obtain an IP address automatically"
    5. Bindings: Check "Client for Microsoft Networks". There may also be other bindings that are not part of this setup; leave them as is or follow your firewall software instructions.
    6. Advanced: Entries vary, so leave them as is.
    7. NetBIOS: This checkbox is normally grayed out.
  8. Click OK to return to accept the changes and return to the Network Control Panel.
  9. Click the Identification tab. You should see three entries -- your computer name, a workgroup, and a description. You may choose an type in any identifications you like. (If you're using a home or business network, make sure the "workgroup" is identical in all machines.) The computer name will match the "Host Name" from Step Three, #6, above.
    control panel
  10. Once everything is set up, click OK. The computer will require that you restart it.
  11. When your computer has restarted, recheck everything from F (Step Four) above. If the settings did not "take", STOP and contact technical support.
  12. If the settings are correct, continue with G (Step Five) below.

Step Five: Reboot and Restart

G All the communication must be restarted if the settings have been changed and the computer is still not working properly.

  1. Shut down your computer ... to power off, not just a re-start.
  2. Unplug your modem's power cord, wait 30 seconds, and plug it back in.
  3. When the top four lights on the modem are solid, re-start your computer.
  4. Note: If you have a firewall, please read these instructions.

Everything should now be working. If the system is still not connecting to the Internet, STOP and contact technical support.


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