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These checklists are designed to lead you step-by-step through the troubleshooting process. It is VERY important that you do not skip previous sections or skip over steps without completing.
1. Select your modem
No matter what model modem you are using for your DSL connection, each modem has a "power" indicator light showing that the modem is receiving power; a "DSL" indicator light to show that the modem is connected to the PSC DSL network; and an "Enet" (Ethernet) indicator light to show that there is a connection between the modem and the computer (or router, if you're sharing the connection).
In the chart below, find your modem brand and model. This information can usually be found on a label on the bottom of the modem. Make a note of how these indicators are marked; for example, on a PairGain 500L/600F the "DSL" indicator is marked as "SYNC". Use this information in the following checklist for troubleshooting your DSL connection problems.
* Link indicates the connection, Data (flashing) the data flow
Model Power indicator DSL indicator Enet indicator BestData (PSC Logo) Power Link, Data* 1 (DSL)
2-4 (Video)Speedstream 5100, 4100, 5360 PWR DSL ENET Speedstream 5262, 5660** SYS DSL ENET PairGain 500L, 600F POWER SYNC LINK
**Note if your modem has a "bridge" sticker.
Check the power indicator light on the modem. This light should be on solid.
If the power light is on, go on to the next step If the light is off
Check the power to the modem. If the modem is receiving power, this may indicate a problem with the power adapter. Contact PSC Support for further assistance.If the light is flashing, or is amber or red
This may indicate a problem with the modem. Try removing power from the modem for 30 seconds. If this doesn't correct the problem, contact PSC Support for further assistance.
Check the DSL indicator light on the modem. This light should be on solid (except where noted in the modems list). If it is, go on to the next step.
If the light is off or flashing (except where noted in the modems list), this indicates there is a problem with the phone line connected to the modem.
Is the phone line connected to the modem?
Check all connections on the phone line from the modem to the wall jack. Unplug and reconnect each connection on the line. If the line includes surge protectors and/or line splitters, be sure to check those connections also.Is there a surge protector or line splitter on the phone line?
Remove surge protectors and line splitters from the connection by connecting a single phone cord from the modem to the wall jack. Surge protectors can go bad, or can "sacrifice" themselves in a lightening strike to protect your equipment, and can keep the signal from reaching the modem.Is there a line filter on the phone line going to the modem?
By design, DSL line filters block the DSL signal from your phone, fax or other line devices. This filter should not be on the line to the modem.Is the phone line connected to the correct wall jack?
In most situations only a single phone jack in your location was wired to provide the DSL signal. If you have moved the DSL modem to another phone jack, that jack may not have been wired to deliver the DSL signal.Also, you may have two jacks in one wall outlet; one for DSL and the other without the DSL signal for your phone. Make sure you're connected to the correct jack.
If you're still unable to get a DSL signal contact PSC Technical Support for further assistance.
Check the Enet indicator on your modem. This light should be on or flashing (to indicate data flow). If it is, go on to Step 5.
Is the cable connected between the modem and the computer?
Check the cable connections. Unplug and re-connect each end. Make sure you hear the "click" of the connection.Is the Ethernet connection enabled in the computer?
If your there is a problem with your Ethernet card in the computer, this would keep the modem from indicating an Ethernet connection to the computer.Windows XP
Check the Local Area Connection
1. Click on Start, click on Run
2. In the Run window, type: ncpa.cpl then press the ENTER key
3. Find your Local Area Connection icon.
If you don't see a Local Area Connection icon, the Ethernet card may be disabled or not installed correctly, go to the next section, "Check your Ethernet card". If the icon has a red X over it, Right-click on the icon, then left-click on "enable" to enable this connecton. This may take up to a minute to complete. If you see the message "This connection has limited or no connectivity", this is normal and should not affect your Internet connection. For more information about this message, see this Microsoft article. If the icon is enabled, go on to Step 5. Check the Ethernet card
1. Click on Start; right-click on My Computer, then left-click on Properties
2. Click on the Hardware tab.
3. Click on the Device Manager button.
4. In the list of devices, find Network Adapters and click the "+" to expand the list.
- If you do not find Network Adapters in the list, the Ethernet card's drivers (software) may not installed or are not installed properly, or it may indicate an hardware problem. Contact the computer's technical support for further troubleshooting.
5. Verify that your Ethernet card is listed and that it does not have an exclamation point icon.
- The exclamation point icon indicates that there is a problem with the Ethernet card. The problem may be that the Ethernet card drivers (software) may not installed or are not installed properly, or it may indicate an hardware problem. Contact the computer's technical support for further troubleshooting.
- If the Ethernet card appears to be installed correctly, this may indicate a problem with the DSL modme. Contact PSC Technical Support for further assistance.
Windows Me/98
Ethernet adapter
1. Click on Start, then on Run 2. In the Run window, type: winipconfig then click OK 3. In the IP Configuration window, click on button the Adapters dropdown list. Verify that your Ethernet card is listed.If the Ethernet card is not listed, go to the next section, "Check the Ethernet card". If the Ethernet card is listed, verify that it has "10MB" or "10/100" in the name. "100MB" Ethernet cards will not connect with some DSL modems. If the Ethernet card is listed, go on to the next section, "Check the Ethernet card". Check the Ethernet card
1. On the Desktop, right-click on My Computer, then left-click on Properties
2. Click on the Device Manager tab.
3. In the list of devices, find Network Adapters and click the "+" to expand the list.4. Verify that your Ethernet card is listed and that it does not have an exclamation point icon.If you do not find Network Adapters in the list, the Ethernet card's drivers (software) may not installed or are not installed properly, or it may indicate an hardware problem. Contact the computer's technical support for further troubleshooting. The exclamation point icon indicates that there is a problem with the Ethernet card. The problem may be that the Ethernet card drivers (software) may not installed or are not installed properly, or it may indicate an hardware problem. Contact the computer's technical support for further troubleshooting. If the Ethernet card appears to be installed correctly, this may indicate a problem with the DSL modme. Contact PSC Technical Support for further assistance. 5. Is the computer/router logging on to the connection?If you're using a PairGain Modem, go to Troubleshooting: DSL: PairGain 500L/600F to continue troubleshooting your Internet connection.
If you're using a Speedstream 5660 that does NOT have a "bridge" sticker, the modem is in Router Mode and does not require a login. If you're still unable to view web pages, contact PSC Technical Support for further assistance.
If you're using a router to share your Internet connection, go to Troubleshooting: Router Checklist to continue troubleshooting your Internet connection.
If you are using any other modem, go to Troubleshooting: Broadband Connection Checklist to continue troubleshooting your Internet connection.