3DG Wireless Support: Troubleshooting Your Connection

Troubleshooting Your Connection

What to do before you call.
(Please refer to Pages 4-6 of the 3DG Quick Start User's Guide. To download our full user's guide, please click here.)

Is the Motorola power adapter on? Is there a green LED light on?

Are there lights on the router?

Is the network cable disconnected?
Check to make sure all your cables are securely plugged in.

Restart your computer.

Is one your firewall blocking the connection?
(Check Windows firewall, Norton, Zone Alarm etc.)

Is the network card installed? Is it disabled?
To check this problem, Click Start, then click on Control Panel. Double click System. Next, click on the Hardware tab, then click on Device Manager. After that, click Network Adaptors (this should then tell you the status of your network card.)

Is the LAN enabled?
To check, click Start, then click Control Panel. Next, click Network Connection, then double click Local Area Connection. Under the General tab, click Properties. In the properties it will tell you whether or not your internet is set to automatically obtain the IP address or not.

Is DHCP on your computer?
To check, click Start, then click Control Panel. Next, click Network Connection, then double click Local Area Connection. Click the General tab and it should say under address type if you have DHCP.

Is the IP information registering correctly?
To check, click Start, then click Run. Type CMD in the box provided. In the next screen, type in ipconfig and hit Enter. The screen will tell you if your IP information is registered correctly or not.

Can you ping yourself, the router, or the Internet?
To check, click Start, then click Run. Type CMD in the box. In the screen that pops up, type ping space and your IP address and hit the Enter. You should see information on how many packets are being sent/received and how much time it took for that. Record the information that you received to help our techs help you. (Follow the directions for #9 to find your IP address information.)

Are Internet Security Settings/Content Advisor blocking the connection?
To check, click on Internet Explorer, then click Tools. Next, click Internet Options. Click on the Security tab and you can check your options in there. (Medium is usually sufficient).

Is there a virus or spyware on your computer?
Update your virus software and run it. Run an anti-spyware utility on your computer as well.