System Diagnostics and
Troubleshooting
Troubleshooting Scenarios and Solutions 163
Solving Internet Access Problems
Table 5-37 Internet Access Problems
Problem Cause Solution
Unable to connect to the
Internet.
Internet Service Provider (ISP)
account is not set up
properly.
Verify Internet settings or contact the ISP for
assistance.
Modem is not set up
properly.
Reconnect the modem. Verify the connections are
correct using the quick setup documentation.
Web browser is not set up
properly.
Verify that the Web browser is installed and set up
to work with your ISP.
Cable/DSL modem is not
plugged in.
Plug in cable/DSL modem. You should see a
“power” LED light on the front of the cable/DSL
modem.
Cable/DSL service is not
available or has been
interrupted due to bad
weather.
Try connecting to the Internet at a later time or
contact your ISP. (If the cable/DSL service is
connected, the “cable” LED light on the front of the
cable/DSL modem will be on.)
The network cable is
disconnected.
Connect the network cable between the cable
modem and the workstation’s RJ-45 connector. (If
the connection works, the “PC” LED light on the front
of the cable/DSL modem will be on.)
IP address is not configured
properly.
Contact the ISP for the correct IP address.
Cookies are corrupted. In Windows, open the Control Panel and double-
click Internet Options. On the General tab, click
the Delete Cookies button.
Cannot automatically launch
Internet programs.
You must log on to the ISP
before some programs will
start.
Log on to the ISP and launch the desired program.
