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Yes I am a software engineer and have a computer science degree, but the fields of programming and actual tech support are miles apart. I know very little about how to troubleshoot a computer.
That out of the way, here is the scoop. We are now setting up internet at our new apartment. We got Cox high speed internet service, with a "quick-install" kit along with a brand new cable modem.
I have had trouble hooking up the internet to my computer through someones ethernet connection, so I decided to try going the USB route.
So I connect the modem to my computer (after setting up the modem as instructed) through a USB cable. My computer (I use Windows XP Pro) brought up the screen that says it can find the software for the new hardware automatically. I take it up on the offer, it finds it and it says the new hardware has been installed.
All the appropriate lights on the modem are okay, so I open Mozilla. Nothing.
I load up the disk that came with the modem, and run through the guided installation thingy. It takes me through how to connect the cables and such, and I have already done this part. So it gets to a point where it says that it is attempting to connect the modem to the computer. It sits there for 5+ minutes before giving up and asking me to check the cables (they are all tight).
I call tech support, and they have me check the Network Connections in the control panel. It has a connection for the cable modem. He instructs me to right click and do a "repair". It throws an error message saying it was unable to retrieve an IP. We go into the console and run ipconfig. After autoconfiguration IP (or something similar) the IP address started with a 169. and some digits after that. He says that is the default IP, and it should be getting a different one.
We go into Device Manager, and into the cable modem's properties and click update driver. It now runs through the autodetect of XP and gives me a choice of three driver files. Two on the disk and one on my computer. We choose one of the ones on the disk, and it installs.
(I should mention that at some point we checked out a settings dialog which had the correct "automatically find an IP" or something similar)
We go back to the repair, and IP config, but they are the same as they were.
He goes and puts me on hold for a minute and goes to talk to someone. He says upon his return that something is very strange, since they can detect the modem is hooked up correctly from their lab, and my computer sees the modem well enough to install drivers, but that the computer can't seem to get an IP from the modem.
He has no idea how that could be, and has reached the end of his abilities. After the phone call, I tried to get it working with an ethernet connection, but its the same problem. It can't seem to get an IP.
So now I have no idea what to do. What could be causing this?
Could it be a virus? I have no virus protection, and have been on the internet a lot with my computer, so I undoubtably have a virus. If signs do point to virus, will getting virus protection (such as Norton or McGaffee) remove the virus or just prevent others from getting in? I could always reformat, but thats not something I want to do unless its a last resort, and I have never reformatted a computer.
My computer I built myself (so no warrantee or tech support).
If its not a virus, and we can't fix it ourselves, should I bring it somewhere? Where should I bring it, and how much would it run?
Thanks in advance!
Posts: 5656 | Registered: Oct 1999
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posted
What previous internet access did you use, and do you use a VPN to connect to anything (such as your work network)?
Posts: 15770 | Registered: Dec 2001
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I was hooked up to a roommates cable modem in California and it worked fine. Then in Omaha at our old apartment, and it stopped working after a couple weeks of being fine. We thought it was the router or the cable, but when I hooked it up to the modem directly it still didn't work. I thought there was either something wrong with my ethernet card or it was a virus...
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Are you sure the modem works? You mentioned things are plugged into the modem/PC are tight. How about the wall for the modem?
Posts: 1918 | Registered: Mar 2005
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Are you sure the modem works? You mentioned things are plugged into the modem/PC are tight. How about the wall for the modem?
Posts: 1918 | Registered: Mar 2005
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So, this "Quick Install Kit" already knows that you're using Cox as your ISP and configures your connection accordingly?
Posts: 2655 | Registered: Feb 2004
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The tech support guy said that they could detect the modem from his end, so its into the wall just fine. We have another modem lying around which we tried first (and had it activated) but it wasn't working (though it was only ethernet I tried with it since it didn't have the USB software).
I don't think its the modem.
Posts: 5656 | Registered: Oct 1999
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posted
It was my understanding that the computer would automatically obtain an IP address from the cable modem because...
Somehow (either through the device manager or the network connections, I forget) I checked the properties of the TCP/IP connection. It brought up a dialog box with "Obtain an IP address automatically" selected. Found a picture of it here.Posts: 5656 | Registered: Oct 1999
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Before any of the major stuff, you could just try power cycling the modem and computer. See if you can get any kind of connection. Are you getting packets moving in both directions?
Also, if you have to, reformatting isn't that big a deal but I've found that just reinstalling Windows every 6 months or so helps.
There are some free virus scan programs that will check your system and eliminate whatever you may have picked up.
Try housecall trend micro, and panda antivirus.
Posts: 5462 | Registered: Apr 2005
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If you go to the properties of that network connection, what items are listed? (TCP/IP and the like)
Posts: 15770 | Registered: Dec 2001
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posted
Before any of the major stuff, you could just try power cycling the modem and computer. See if you can get any kind of connection. Are you getting packets moving in both directions?
Also, if you have to, reformatting isn't that big a deal but I've found that just reinstalling Windows every 6 months or so helps.
There are some free virus scan programs that will check your system and eliminate whatever you may have picked up.
Try housecall trend micro, and panda antivirus.
Posts: 5462 | Registered: Apr 2005
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posted
Did you say you replaced the ethernet card? I've never tried using a usb connection to a cable modem, but I have had interesting experiences with usb connections to other appliances being a bit dicey sometimes. I'd be more apt to replace the ethernet card (they're cheap) and try an ethernet connection.
Also, don't know about your cable company, but with mine, you have to register your cable modem the first time you hook it up. Like, I replaced mine a year or so after the initial hookup because the one they gave me was older than dirt and had a faulty (proprietary) power cable that was entertaining as all get out. A little tired of being quite that entertained, I bought a nice shiney new one. I thought I could just plug it in and run, but no, I had to call the cable company and they walked me through registering the cable modem. No big deal and it's worked ever since.
Posts: 5948 | Registered: Jun 2001
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posted
Reformatting and installing windows? No, I don't think that is an appropriate recommendation at this point. My copy of XP has been running fine for two years with no hitches that I couldn't fix with diligent searching and careful troubleshooting techniques. Reformatting and reinstalling windows is a trick that inexperienced techs use to hide their lack of knowledge and inablility to solve complex (and simple!) issues effectively.
X,
Have you tried powercycling the cable modem? This happens all the time when I do a new install at a friend's house when they just get cable internet access. About 33% of the time I forget that a powercycle and renewed IP address usually fixes the problem and I end up agonizing over the issue for hours when it's really quite simple.
I'm going to recommend you install the cable modem with the ethernet card since I never use the USB option and can't really provide advice from experience with that kind of install.
Here's what I would do: Powercycle the modem (and by this I mean unplug the power on the thing for at least a minute and then plug it back in) wait a few minutes and then open up a command prompt and enter "ipconfig." If you see an IP address, gateway information, and subnet that looks unfamiliar (ie. not 192.168.*.*) you should be made in the shade. If it says "Media Disconnected" or something to that effect, then check all of your connections. If the IP address is 0.0.0.0 then keep entering "ipconfig" until you see something different.
If it continues to give you a local IP, run ipconfig with the /renew switch (ie "ipconfig /renew" at the command prompt). This should force Windows to poll for a new IP address.
I'm not expecting any of this stuff to work necessarily, but it will eliminate the simplest of things. Let me know what you get.
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you said that you have the cable modem connected through USB. You mentioned that you have an ethernet card...so why don't you just connect the modem to your ethernet card via an ethernet cable?
Also, are you sure your modem is plugged into a working cable jack? Sometimes you might have a jack that no longer works...or has been shut off. I had that problem when I first moved into my appartment, I ended up having to use a different jack.
Posts: 1901 | Registered: May 2004
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I'm posting this from home, so you can guess that I've got it working.
I decided to reformat. Bingo, it worked. I knew there were viruses running around on my computer for months now, so it was past due. I didn't back anything up, because there was nothing I couldn't live without, but, I'm still kind of wincing when I think of all the stuff I lost.
I hope this is worth it. I need to get some anti-virus software pronto.
Anyway, thanks to all you guys who tried to help me. I think I'll print out this page for future reference.
Posts: 5656 | Registered: Oct 1999
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