Cable Modem Troubleshooting

All cable modems have a series of lights on the front of the cable modem. The configuration of lights varies across different cable modem manufacturers and models, but some troubleshooting generalizations can be made:

• All cable modems have a POWER light that indicates whether the cable modem is on or off.
• All cable modems have a SYNC or ONLINE light, sometimes called a STATUS or ERROR light, that indicates whether or not the cable modem is connected to the onShore hotWire network.
• Most cable modems have at least one light that indicates if the cable modem is receiving information from the computer. These lights are labeled differently on various cable modems, but on the two modem models onShore uses, this will be labeled either ACTIVITY or 10/100. Some other possible labels include the DATA light, the ACTIVE light, the STATUS (connected or not) and ACTIVITY (transmitting) lights or the RD (cable modem to computer) and TD (computer to cable modem) lights. If a USB connection is being used, the USB light will be on.
• Some cable modems have a light that indicates whether data is being transmitted over the cable connection. This is called the CABLE ACTIVITY light.
• Some cable modems have a TEST light. If the TEST light is flashing, then the cable modem is performing the self test. If it is lit, then the cable modem has likely failed the self test.
• Some cable modems have a FCN or E-MAIL light. These are not currently in use by onShore's hotWire Service.

Powercycle the Cable Modem

Sometimes it is necessary to shut down your cable modem connection completely when something isn't functioning properly. This is similar to rebooting your computer. Simply unplug your modem from its power source, wait a few seconds and plug it back in. Your modem's cable light will flash for up to two minutes, and then stay solid. Once the cable light is solid, you should be able to get online. If not, check your network connection.

If your modem fails to sync, contact onShore for a new one.