How To Troubleshoot A Modem

An ADSL or DSL modem uses the existing phone lines to send data through computer networks. ADSL connects using an RJ11 (telephone) cable.

Refer to these documents for supported ADSL/ DSL modems:

Understanding the lights:

Power	Green	Solid On	Power on, normal operation
	Red	Solid On	Power on, self-test failed, indicating device malfunction
	Orange	Solid On	Bootloader active
	Off		Power off
Ethernet	Green	Blinking	Ethernet activity
	Green	Solid On	Ethernet connection, no activity
	Off		No Ethernet connection
DSL	Green	Blinking	Pending DSL line synchronization
	Green	Solid On	DSL line synchronization
	Off		No DSL line
Internet	Green	Blinking	Internet activity
	Green	Solid On	Internet connectivity, no activity
	Red	Solid on	Internet connection setup failed
	Off		No Internet connection

Troubleshooting:

No lights:
- Make sure the modem is plugged into a power outlet.
- Ensure the modem is turned ON using the Power button on the back of the modem.
No Ethernet light:
- Make sure the Ethernet cable is plugged in correctly.
- Make sure it is the correct type of cable (CAT5/5E/6 this will likely be printed on the cable).
- Make sure the Ethernet drivers are installed and configured correctly on the PC connected to the Ethernet port.
- If the modem is connected to a router then make sure the router is functioning properly.
Resetting the Speedtouch modem:
- Use a paperclip or pen to push the Reset button on the back of the modem. Hold the Reset button down until the Power light goes red (this will take about 7 seconds), then release the Reset button.

Troubleshooting a Cable modem:

A cable modem connects to computer networks using a Coaxial (Cable TV) cable.

There are different variations of cable modems depending on the provider. You may contact us if you have questions about your specific model.

The Motorola SB5100 Cable modem is very commonly provided by service providers and can be used as a basis for general troubleshooting.

Understanding the lights:

Power	Solid Green Light	The unit is receiving power
Power	Flashing Light	Startup diagnostics are in progress
Receive	Solid Green Light	The downstream channel is connected
Receive	Flashing Light	The modem is scanning for a downstream connection
Send	Solid Green Light	The upstream channel is connected
Send	Flashing Light	The modem is scanning for an upstream connection
Online	Solid Green Light	The modem is now online
Online	Flashing Light	The modem is scanning for network connectivity
PC/Activity	Amber Light	Indicates the modem detects that it is physically connected to another device
PC/Activity	Flashing Light	The modem is transmitting or receiving data (this is normal)
Standby	Off	Normal operation
Standby	Solid Green Light	The "Standby" button (located at the top of the modem) has been pressed and Standby mode is enabled. All other lights will be off in Standby mode and you will not be able to surf the Internet. Press the Standby button to disable Standby mode

Troubleshooting:

Power light is off:
- Check to make sure that the power adapter is plugged in properly. Check that the power outlet is working properly; plug a device into the outlet that you know works.

PC/Activity light is off:
- Make sure that the Ethernet cable is plugged into the PC or router from the modem correctly.
- Make sure you are using the correct (CAT5/5E/6 this will likely be printed on the cable).
- Make sure the Ethernet drivers are installed and configured correctly on the PC connected to the Ethernet port.
- If the modem is connected to a router (most likely) then make sure the router is functioning properly.

Send/ Receive lights are off:
- Make sure the Coaxial cable is connected at the modem and the wall outlet correctly.
- This may indicate an issue with the cable connection. Call your service provider for advisement if properly connected.

Resetting the Motorola SB5100 modem:
- To reset the Motorola SB5100 press the Reset button located on the stop of the modem.

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