This step-wise troubleshooting guide will lead you through the process of checking your computer, DSL equipment, and software settings to get your DSL service up and running.
Reboot the Computer
It seems trivial, but you should always begin troubleshooting computer problems by rebooting your computer! This is particularly important if your computer has worked fine in the past and only just began to exhibit problems.
Power-Cycle the DSL Router
Power-cycling the router causes it to re-synchronize the DSL signal and the network connection to your computer.
- Turn the DSL Router off and unplug it. Then wait 30 seconds
- Plug the DSL Router back in and turn it on. Wait another 30 seconds
- Restart your computer.
Remove Any Network Devices
If possible, remove any network devices (such as hubs, wireless routers, or network switches) that sit between your computer and the DSL router. By running your computer directly into the DSL router, you can eliminate the possibility that another device on your network is causing the problem.
Power LED Status
Check the status of the LED lights located on the front panel of the router. “POWER” or “PWR” should be lit solid. If the power light is unlit or is flashing, try the following:
- Ensure that the power supply is plugged in securely, both at the wall outlet and at the back of the DSL router
- You may need to try a different wall outlet.
DSL Link LED Status
“DSL LINK” (sometimes marked “ADSL” or “WAN”) should be lit solid. The DSL Link light will flash when the router is trying to connect to your DSL service. In most cases, it should take less than 30 seconds for your DSL router to connect and display a solid light. If the DSL link light continues to flash, try the following:
- With the exception of your DSL router, ensure that all devices plugged into the phone line, including fax machines, satellite receivers, and alarm systems, have a DSL line filter on them. These filters prevent interference with your DSL signal. The DSL router should be the only unfiltered device on the phone line.
- The phone cable coming from your DSL Router should plug directly into the wall outlet. Try bypassing any splitters or other devices as they can sometimes cause interference with your DSL signal. We suggest you remove and re-plug the phone cable into the DSL Router and the wall jack to ensure the cable is plugged in securely. The cable should ‘click’ when it is pushed into place
- Try moving the DSL Router along with it's power supply and phone cable to a different telephone wall jack. There may be internal wiring issues causing problems with a specific wall jack or group of wall jacks at your location.
- For more in depth setup instructions along with easy to follow diagrams, download our printable DSL Self-Install Instructions.
- With your DSL Router turned off, check the phone line for line noise. Audible phone line noise might be interfering with your DSL signal. If you hear snaps or static when making a phone call, it is likely that the phone company will need to repair your wiring or the wiring in your house will need to be checked.
- Running your DSL Router directly into the telephone Network Interface Device (NID) can eliminate the possibility of inside wiring issues. Please contact our technical support department for information on how to do this.
LAN Link LED Status
The LAN light (labeled “PC” on some routers) should be lit solid or blinking rapidly. The LAN link light will blink when your computer is sending or receiving data. It will remain solid while no data is being passed. If the link light is not lit, try the following:
- Make sure the ethernet cable connecting your DSL router with your computer is plugged into the LAN port on the back of the DSL Router. We suggest you remove and re-plug the cable into the DSL Router and your computer to ensure the cable is plugged in securely. The cable should 'click' when it is pushed into place
- If there are any network devices between your computer and DSL router, such as a hub or other router, try bypassing them and run your computer directly into the DSL router. This will help you eliminate the possibility that one of these devices may be causing your problem.
- The cable that connects your DSL router with your computer may be bad. Try a different cable if possible.
- If you have tried all of the above and the LAN LINK light is still not lit, please contact Hubris Communications Technical Support
Check for Firewall
If you are running a third-party firewall program on your computer, such as Norton Internet Security or Zone Alarm, these may be interfering with your computer’s ability to access the Internet. Try disabling any firewall program that you have running.
Check Network Settings/Status
Choose your operating system from the list below for instructions on how to check the network settings on your computer.
Contact Hubris Communications Technical Support
If you have read through this troublshooting guide and are still having DSL issues, please contact our technical support department.