Troubleshooting

If you are experiencing any problems with your high-speed service, try one or more of the following troubleshooting tips before calling SwitchWorks’ technical support team.

• Make sure that you have placed the phone filters provided with your kit on all of the phones, fax machines and other devices that are connected to a phone line. Make sure you do not put a filter on the line for the PPPoE modem. If you plan on using a splitter make sure to plug the splitter directly into the wall jack and place a filter on any of the outlets on the splitter that will not be connected to the modem.
• Make sure all physical connections (power, phone and network cables) are firmly and securely connected.
• Try powering off the modem for a few seconds and powering it back on again. If you are using a router, switch or hub, make sure to power them off too and power them back on only once the PPPoE modem is up and running.
• Try using different phone and network cables.
• Try disconnecting all phones, faxes and other devices and then powering the modem off and on.
• Try connecting the PPPoE modem to a different phone outlet than the one you are using.

1. Double-click on “My Computer”.
2. Double-click on “Control Panel”.
3. Double-click on the “Network” icon.
4. Under the “Configuration” tab the only items that should be installed are, “Client for Microsoft Network”, “Dial-up Adapter” and “TCP/IP”.
5. Remove any other components, such as, extra “Dial-up Adapters”, “TCP/IP”, “NetBeui”, “IPX/SPX”, “AOL Adapters” or “VPN Adapters”. To Remove them, select the item and click “Remove”.
6. Click “OK” At this time you will be prompted to reboot the machine, click “Yes” and let the computer reboot.

1. Double-click on “My Computer”.
2. Double-click on “Dial-up Networking”.
3. Right-click on the Icon and choose “Properties”.
4. Click “Configure” at the bottom of the Window.
5. Under “General”, take note of your modem type and speed.
6. At the bottom change the “Max Speed” to match your modem. Example: 56K – 57600, 33.6 – 38,400.
7. Click on the “Connection” tab.
8. Click on the “Port Settings” button. Lower the “Fifo buffers” to the second line. Click “OK”.
9. Click on the “Advanced” button. Set “Flow Control” to “Software”.
10. Click “OK”.

Note: Make sure you have the correct drivers or upgrade for your modem before you continue.

1. Double-click on “My Computer”.
2. Double-click on “Control Panel”.
3. Double-click on the “Modems” Icon.
4. Under the “General” tab you will see your modem. Write down any information given before continuing.
5. Highlight the modem and click “Remove”.
6. Close the window and reboot the computer.
7. In most cases Windows will reinstall the modem for you.
8. When you get back to your desktop go back to the “Modems” Icon in the “Control Panel”. If the modem was not installed you will be prompted with a “Hardware Setup Wizard”.
9. At this point you will need the correct drivers for your modem.
10. Click on the “Have Disk” button (Make sure your driver diskette is in the A: drive)
11. Browse for the driver and click “Continue”. This will install the drivers for your modem.