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DSL Link Not Established

To begin troubleshooting problems with your DSL connection, you must first confirm that your DSL Connection is 'In Sync.' This means that the DSL modem is connected and receiving a signal through the phone line and a link is established (even if no data is being transferred). Determining if your DSL link is established depends on the type of DSL bridge (modem) you have. Click here for more information about the status LEDs to determine what lights indicate your modem is 'out of sync'.

If your DSL is 'Out of Sync'...

1. For first time installations, please do not install your DSL modem until the installation due date is up or has passed. The due date should been provided by the sales representative when you ordered your DSL. If you do not have that information, please contact Expedient sales by logging on to http://my.expedient.net and submitting a "contact sales" form, or call our Sales department during their business hours.

2. Powercycle your equipment

3. Check the phone line connections. Make sure that the phone line is securely attached to the DSL bridge and the phone jack. Do not run the telephone line through a surge protector, 2-line adapter, or line splitter. Try replacing the phone cord as these cords can get damaged easily and may work for your phone or a dial-up but not DSL. It is preferable to use a cord that is not too long; if you have a cord longer than 20 feet, consider purchasing a CAT-3 cord with RJ-11 jacks at both ends from a computer store or Radio Shack.

4. Check all the DSL status LEDs, especially noting the LED that indicates sync.

5. Microfilters are needed in each telephone jack being used for a telephone, digital cable boxes, cordless telephone lines, alarm, answering machine, fax machine, dial-up modems, satellite dishes, other telephone devices. Be sure there is a filter on all devices connected to the phone line EXCEPT the one that goes to the DSL modem.

   Exception to Filters: DSL that is installed by PennTelecom (PTC) does NOT need microfilters. The PTC Tech installs a POTS splitter outside (next to the NID) to filter the whole house. All inside lines, except the computer line, are filtered from this device so only the line going to the Paradyne modem will get signal.

6. Check the cables, power source and ports. Make sure that you are using the correct network cable - straight-through or cross-over, and that it is plugged in securely on both ends into the correct port/s. Swap out cables to test for faulty cabling. If you use a router, try to pinpoint the problem by bypassing the router: plug the DSL modem directly into the RJ-45 port on the PC's network adapter.

7. Check for sources of interference. Also note that if you have excessive line noise, even on a phone that is filtered, it could be caused by another device on the phone line. Try unplugging other devices.

8. Check the configuration. DNS should be specified in the Network Control Panel, DNS tab of TCP/IP > NIC. Be sure the DNS is appropriate for the location of the service. Click here for DNS servers. The WINS should be disabled. If you do not use PPPoE DSL, be sure the IP and Gateway settings are correct in the TCP/IP > NIC properties. This information should be in your Expedient DSL User Guide. If you cannot locate this information, please contact Expedient technical support for assistance.

   Note about WinPoET and DNS Settings: If you use WinPoET software and configured the DNS before installing WinPoET, WinPoET disables DNS. After WinPoET installation, reboot your computer, configure the DNS in TCP/IP > NIC and reboot again before use.

9. Check the Network Control Panel for extra protocols and adapters. Make sure that there are no other TCP/IP components in the Network Control Panel with the IP settings specified, including other NIC Cards and Dial-Up Adapters. No single adapter or protocol should be shared! (Example: TCP/IP 3com R56743 fast ethernet #2 or #2 shared). Anything besides what is needed or acceptable should be removed.

   For Windows, you should see the following:

   • Client for Microsoft Networks
   • Dial-up adapter
   • Dail-up adapter for the NIC*
   • TCP/IP (dial-up)
   • TCP/IP for the NIC*
   • File and Print Sharing (NETWORK ONLY)

   Things that might be in there and are acceptable:

   • NetBEUI
   • AOL
   • VPN (so long as it is not shared)

10. Check that you have only ONE installation of PPPoE driver/software such as WinPoET if you use PPPoE DSL.

11. If you have more than one phone line, be sure you plugged the DSL modem into the line that was provisioned. Also, although not a common occurrence, it is possible that the wrong line was provisioned. Verify that the correct phone number was set up for DSL with a Expedient representative.

12. Your DSL modem should be at least one foot away from sources of electromagnetic interference, such as a CRT monitor or halogen lamp.

13. If you keep losing sync (disconnected) briefly, is the modem on the same power circuit as an air conditioner? The AC may be drawing too much power for the circuit to support other devices. This would be particularly evident if the lights dim briefly when the AC kicks on. Try plugging the DSL modem into a plug that is connected to a different power circuit.

14. Be sure that there are no devices on the DSL line that could interfere with sync, including security alarms, doorbells, etc.. If these devices are on the line, a POTS filter may need to be installed on all the house wiring with a jack dedicated for DSL.

15. Unplug all your phone devices, such as a digital TV, phones, fax machines, etc., as well as all network devices, keeping only a short phone line going from the wall to your modem and the ethernet cable going directly to your computer.

16. Disable any firewall software such as Zone Alarm, Black Ice Defender, McAfee Internet Firewall. In addition, if using Windows XP, be sure the Internet Connection Firewall option is disabled. Reboot your computer and try the internet again.

17. Try plugging the modem into another telephone wall jack. Try plugging the modem into the Minimum Point of Entry - the box outside your house where the phone lines enter. If you get sync with another wall jack/MPOE, attempt to use the original wall jack one more time. If you get sync at another jack, but not at the original jack, there is a problem with the inside wiring or DSL filter(s). If you cannot get sync, contact Expedient technical support for assistance.

18. If you had a power outage and use a Linksys Router, see this page.

 

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