Charter Communications

Try power cycling the gateway/router first. This corrects most issues.

Disable proxy settings in computer's web browser, and temporarily disable software firewall during Gateway setup.

Always use straight through cables, not cross over cables

General Guidelines

When troubleshooting Wireless connectivity issues, a good place to start might logically seem to be the WEP settings between the modem and the gateway and the adapter plugged into a PC, but there are pieces that should be checked well before a single connection setting is changed.

Rule out RF

Use the modem lights information below to rule out potential modem signal issues. Additionally, the Gateway has a page in its web-configuration tool that will display signal levels.

Netgear Modem Light Information

Ambit Modem Light Information

How Many Computers are having Issues?

If one computer is having issues, then the problem is likely with the settings or adapter on that computer. Try reconfiguring the WEP settings or re-installing the wireless adapter.
If all computers on the network are having issues, the problem is either a key mismatch, setting problem on the router, or an actual problem with the Gateway. (Actual Gateway problems are very rare.)

Tips for Troubleshooting Single-Computer Issues

Reconfigure the Adapter

The first step in troubleshooting a single-computer issue is to examine the configuration utility in the computer's System Tray and determine whether the adapter is Active, and whether the wireless network status shows the computer as connected or not.

An inactive adapter is likely to be caused by a driver or installation problem, while a disconnected network status is more likely due to settings.

If the adapter is inactive, and the network status is disconnected, start with the adapter, and then move on to the network settings.

Reinstall the Adapter

Follow the adapter install instructions in the Installation section of this material. If the adapter will not reinstall properly, it may be necessary to use the same procedure that is employed for reinstalling a problematic USB cable modem. That is to say, unplug, uninstall the adapter, boot into safe mode, remove all instances of the driver, then reboot into normal mode and start over as if this were a new install.

Reconfigure the Network Settings for the Adapter

Follow the configuration instructions in the Installation section of this material.

Tips for Troubleshooting Network-Wide issues

Network-Wide issues are most often caused by router configuration problems, or key mismatch. The easiest way to troubleshoot network-wide issues is by connecting a computer to the router directly via Ethernet.

Connected via Ethernet

Now that you're connected, go to the router's internal pages and reconfigure the network settings. If this doesn't correct the problem, reset the router to defaults and proceed as though this were a new installation.

Troubleshooting Tips for Netgear

The front of this cable modem has lights which will indicate the status of Charter Cable connectivity, as well as computer connectivity, and will help in diagnosing signal and home network issues. These are the Power light, the Cable Link, and Cable Traffic lights in the Internet section of the modem display, and the LAN, USB, and Wireless lights.

Netgear Light Pattern

Check the CG814W unit
Check the LAN connection by logging into CG814W's Management Interface
Check Internet connection

1. Check the CG814W unit
1.1. Power LED should be ON (Green). If YES, move on to 1.2. If NO, check:	Make sure that the power cord is properly connected to gateway and that the power supply adapter is properly connected to a functioning power outlet. Check that you are using the 12VDC power adapter supplied by NETGEAR for this product
1.2. Test LED should be OFF If YES, move on to 1.3., 1.4., or 1.5 If NO, check:	If the Test LED stays on continuously, there is a fault within the gateway. If you experience problems with the Test LED: Cycle the power to see if the gateway recovers and the LED goes off If all LEDs including the Test LED are still on one minute after power up, clear the gateway's configuration to factory defaults. This will set the gateway's IP address to 192.168.0.1 If the error persists, you might have a hardware problem
1.3. If you have Local Ethernet connection: Ethernet LED should be ON (Green for 100Mbps or Amber for 10Mbps). If YES, move on to 1.6. If NO, check:	Check to make sure computer is plugged into the corresponding port at the back of the router Make sure that the Ethernet cable connections are secure at the gateway and at the hub or PC. Make sure that power is turned on to the connected hub or PC. Make sure you are using the correct cable Try a known good cable If the LED still does not light up, it is likely that LAN card is not installed correctly. Please refer to LAN card's installation procedure to check whether the card is correctly installed
1.4. If you have Local USB connection: USB LED should be ON (Green). If YES, move on to 1.6. If NO, check:	Check to make sure computer is plugged into the corresponding port at the back of the router Make sure that the USB cable connection is secure at the gateway and at the PC. Make sure that power is turned on to the connected PC. Try a known good cable Make sure the driver is installed correctly If the LED still does not light up, it is likely that the driver is not installed correctly. Please refer to USB driver installation procedure to check whether the driver is correctly installed
1.5. If you have Wireless connection: Wireless LED should be ON (Green). If YES, move on to 1.6. If NO, check:	Check to make sure the PCMCIA wireless card on the CG814W is firmly attached to the router
1.6. Cable LED should be ON (Green) If YES, move on to 2. If NO, check:	Make sure that the coaxial cable connections are secure at the gateway and at the wall jack. Make sure that cable internet service has been provisioned. Verify that the signal quality is good enough for cable modem service. Remove any excessive splitters you may have on cable line. It may be necessary to run a direct line back to the point where the cable enters the home.

2. Check the LAN Connection by logging in CG814W's Management Interface
2.1. Using Ethernet or USB connection and being able to log in CG814W's Management Interface. If YES, move on to 3. If NO, check:	Make sure you type http://192.168.0.1 in browser's address column Make sure the cable connected correctly and related LEDs are lit correctly Make sure the computer is set to DHCP mode-Network Properties Make sure the network adapter is installed and configured correctly-Device Manager Make sure the computer obtains a valid IP address Go to Command prompt and use winipcfg in Win9x and ipconfig in NT, W2k, and XP to verify and to release/renew Valid IP address should be 192.168.0.x (x=2~254) Reboot PC after TCP/IP settings have changed Try disabling the MAC Address Filter in CG814W Log in using username and password. If you do not have this information, please contact Charter Value Added Services at 888-GET-CHARTER (888-438-2427). If you have changed the password to access the CG814W management interface, type the password you have changed to. If you forget the password you have changed to, you need to reset the router by pressing the reset button (located on the back of the router) firmly for at least 5 seconds.
2.2. Using wireless connection and being able to log in CG814W's Management Interface. If YES, move on to 3. If NO, check:	Make sure you type http://192.168.0.1 in browser's address column Make sure the wireless adapter is installed correctly-Device Manager Make sure the PC with wireless adapter is placed close to the CG814W Make sure the wireless parameters are consistent in the router and adapter SSID WEP encryption level Passphrase WEP Key # Make sure the computer is set to DHCP mode-Network Properties Make sure the computer obtains a valid IP address Go to Command prompt and use winipcfg in Win9x and ipconfig in NT, W2k, and XP to verify and to release/renew Valid IP address should be 192.168.0.x (x=2~254) Reboot PC after TCP/IP settings have changed Try disabling the Wireless Card Access List in CG814W Log in using username and password. If you do not have this information, please contact Charter Value Added Services at 888-GET-CHARTER (888-438-2427). If you have changed password to access the CG814W management interface, type the password you have changed to. If you forget the password you have changed to, you need to reset the router by pressing the reset button (located on the back of the router) firmly for at least 5 seconds.

3. Check Internet Connection
3.1. Does the CG814W obtain the IP address and other key parameters from the cable provider? If YES, move on to 3.2. If NO, check:	Go to CG814W Management Interface, Basic Settings page, make sure you have the followings assigned WAN IP Address Duration Expires WAN Default Gateway WAN Primary DNS
3.2. Browser shows 'Page not found' when trying to access the Internet	Make sure the web site you are trying to access is active Try to access another web site Try to access or www.netgear.com

Troubleshooting Tips for Ambit

Check the U10C019 unit
Check the LAN connection by logging into U10C019's Management Interface
Check Internet connection

Ambit U10C019 Light Pattern

1. Check the U10C019 unit
1.1. Power LED should be ON (Green). If YES, move on to 1.2. If NO, check:	Make sure that the power cord is properly connected to gateway and that the power supply adapter is properly connected to a functioning power outlet. Check that you are using the 12VDC power adapter supplied by Ambit for this product
1.2. Test LED should be OFF If YES, move on to 1.3., 1.4., or 1.5 If NO, check:	If the Test LED stays on continuously, there is a fault within the gateway. If you experience problems with the Test LED: Cycle the power to see if the gateway recovers and the LED goes off If all LEDs including the Test LED are still on one minute after power up, clear the gateway's configuration to factory defaults. This will set the gateway's IP address to 192.168.0.1 If the error persists, you might have a hardware problem
1.3. If you have Local Ethernet connection: Ethernet LED should be ON (Green for 100Mbps or Amber for 10Mbps). If YES, move on to 1.6. If NO, check:	Check to make sure computer is plugged into the corresponding port at the back of the router Make sure that the Ethernet cable connections are secure at the gateway and at the hub or PC. Make sure that power is turned on to the connected hub or PC. Make sure you are using the correct cable Try a known good cable If the LED still does not light up, it is likely that LAN card is not installed correctly. Please refer to LAN card's installation procedure to check whether the card is correctly installed
1.4. If you have Local USB connection: USB LED should be ON (Green). If YES, move on to 1.6. If NO, check:	Check to make sure computer is plugged into the corresponding port at the back of the router Make sure that the USB cable connection is secure at the gateway and at the PC. Make sure that power is turned on to the connected PC. Try a known good cable Make sure the driver is installed correctly If the LED still does not light up, it is likely that the driver is not installed correctly. Please refer to USB driver installation procedure to check whether the driver is correctly installed
1.5. If you have Wireless connection: Wireless LED should be ON (Green). If YES, move on to 1.6. If NO, check:	Check to make sure the PCMCIA wireless card is firmly attached to the router
1.6. Cable LED should be ON (Green) If YES, move on to 2. If NO, check:	Make sure that the coaxial cable connections are secure at the gateway and at the wall jack. Make sure that cable internet service has been provisioned. Verify that the signal quality is good enough for cable modem service. Remove any excessive splitters you may have on cable line. It may be necessary to run a direct line back to the point where the cable enters the home.

2. Check the LAN Connection by logging in U10C019's Management Interface
2.1. Using Ethernet or USB connection and being able to log in U10C019's Management Interface. If YES, move on to 3. If NO, check:	Make sure you type http://192.168.0.1 in browser's address column Make sure the cable connected correctly and related LEDs are lit correctly Make sure the computer is set to DHCP mode-Network Properties Make sure the network adapter is installed and configured correctly-Device Manager Make sure the computer obtains a valid IP address Go to Command prompt and use winipcfg in Win9x and ipconfig in NT, W2k, and XP to verify and to release/renew Valid IP address should be 192.168.0.x (x=2~254) Reboot PC after TCP/IP settings have changed Log in using username and password. If you do not have this information, please contact Charter Value Added Services at 888-GET-CHARTER (888-438-2427).
2.2. Using wireless connection and being able to log in U10C019's Management Interface. If YES, move on to 3. If NO, check:	Make sure you type http://192.168.0.1 in browser's address column Make sure the wireless adapter is installed correctly-Device Manager Make sure the PC with wireless adapter is placed close to the U10C019 Make sure the wireless parameters are consistent in the router and adapter SSID WEP encryption level Passphrase WEP Key # Make sure the computer is set to DHCP mode-Network Properties Make sure the computer obtains a valid IP address Go to Command prompt and use winipcfg in Win9x and ipconfig in NT, W2k, and XP to verify and to release/renew Valid IP address should be 192.168.0.x (x=2~254) Reboot PC after TCP/IP settings have changed Log in using username and password. If you do not have this information, please contact Charter Value Added Services at 888-GET-CHARTER (888-438-2427).

3. Check Internet Connection
3.1. Does the U10C019 obtain the IP address and other key parameters from the cable provider? If YES, move on to 3.2. If NO, check:	Go to U10C019 Management Interface, Basic Settings page, make sure you have the followings assigned WAN IP Address Duration Expires WAN Default Gateway WAN Primary DNS
3.2. Browser shows 'Page not found' when trying to access the Internet	Make sure the web site you are trying to access is active Try to access another web site

Charter Wireless Home Networking Basic Troubleshooting