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Troubleshooting

Here you will find troubleshooting tools and information for your 3Com HomeConnect ADSL Modem Dual Link.

 

LED Status Indicator Diagnostics

LED IS When
Alert Off The modem is operating properly
Flashing Orange During boot, the modem is checking for the download of new software. This lasts for about 4 seconds.
Flashing Green slowly While the modem is initializing. This lasts for 30 to 40 seconds after booting the modem.
Flashing Green rapidly The reset button is being held in and the modem has just been powered on. This lets you know that the modem has recognized the reset request. It lasts for about 4 seconds.
Orange An unexpected error has occurred, but it does not affect the operation of the modem.
Red A non-recoverable error has occurred. If this happens, the modem will automatically reboot.
Power Green Power is on.
LAN Status Off No Ethernet signal has been detected.
Green A PC or hub is properly connected to the Ethernet port.
Flashing Green A proper connection exists and data is present on the Ethernet port.
USB Status Off No USB signal has been detected.
Flashing Orange A PC is properly connected to the USB port but the modem has not "enumerated." (When you plug in the modem, the PC senses voltage differences in the USB network and proceeds to query (enumerate) the modem for type, vendor, functionality and bandwidth required.)
Orange The modem has enumerated with the PC. This means that the operating system running on the PC has recognized the modem.
Green The modem's software has established communications with the 3Com USB driver software running on the PC.
Flashing Green The modem is working and data is present on the USB port.
ADSL Status Off No ADSL signal has been detected
Flashing Orange The modem is attempting to synchronize with the DSL service provider's equipment.
Green The link has been established between your modem and the DSL service provider's equipment.
Flashing Green The link is up and there is data on the ADSL port.

 

Troubleshooting Tools

The 3Com HomeConnect ADSL Modem Dual Link has a number of features which can be used to help troubleshoot problems.

The Dual Link Manager has several important diagnostic tools:

On the Dual Link Manager Summary Page, you can see your ADSL line status (whether the line is up or down.)

In the Dual Link Manager Systems Page area, Diagnostics includes a number of statistics that your service provider would find useful if they were trying to fix an ADSL line problem.

In the Dual Link Manager, you also have the ability to reset the ADSL port. This renegotiates the ADSL-level connection.


 

Troubleshooting Tables

The troubleshooting tables are organized so that potential hardware and line problems are presented first, followed by higher level configuration problems.

How to Use these Tables

If you are having any type of connection problem (e.g., the workstations on the local LAN cannot connect to the remote network) you should work your way down the tables to eliminate any low-level problem before working through the WAN connection problems.

 

Power Problems

Symptoms Possible Cause Corrective Action
The PWR LED is Off. The PWR cable is not connected Check that one end of the PWR cable is fully plugged into the power port on your modem and the other end is fully plugged into your power outlet.

 

LAN Connection Problems

Symptoms Possible Cause Corrective Action
The LAN LED is Off. The LAN cable is not connected Check that one end of the LAN cable is fully plugged into the LAN port on your modem and the other end is fully plugged into the local LAN connection.
The MDI/X switch on the back of the modem is set to connect to a single PC but the cable is connected to a hub (or vice versa). Press the switch in to connect to a hub and out to connect to a PC.
The LAN cable has been damaged. Replace the cable with another LAN cable.

 

USB Connection Problems

Symptoms Possible Cause Corrective Action
My Windows-based PC did not automatically detect the modem when I plugged in the USB cable for the first time. The modem is not powered on. Plug in the modem and allow it enough time to complete the boot process. (Status LED goes off.)
The USB LED on the modem is Off. There's a USB connection problem. Check that one end of the USB cable is fully plugged into the USB port on the modem and the other end is fully plugged into the PC's USB port.
The USB cable has been damaged. Replace the USB cable.
Although your PC has a USB port, the operating system that is running on your system does not support its use. If you are running Microsoft Windows 3.1, Windows 95, or Windows NT, you will need to upgrade your operating system to Windows 98 or Windows 2000.
The USB port on your PC is not enabled. Verify that the USB port is enabled by running the PC's Setup program (typically the F1 or Delete key at boot). Refer to your computer manufacturer's documentation if you are having trouble running the Setup program or cannot find the USB Configuration Settings section.
I successfully installed the 3Com USB driver, but after rebooting, I cannot communicate over the USB.

The USB LED on the Dual Link Unit is solid orange.
The 3Com USB driver did not install correctly or the 3Com USB driver is not running. De-install then re-install the 3Com USB driver. (See the driver installation procedure in Your Installation Guide.)

 

Control Center Connection Problems

Symptoms Possible Cause Corrective Actions
From the Dual Link Control Center, when I attempt to connect to my service, I get a connection timeout. The modem is not powered on. Plug in the modem and allow it sufficient time (about 1 minute) to complete the boot process.
There's an Ethernet or USB connection problem. See previous sections in this troubleshooting guide concerning Ethernet or USB connection problems.

 

Dual Link Manager Connection Problems

Symptoms Possible Cause Corrective Actions
I can't bring up the Dual Link Manager from my browser The modem is not powered on. Power on the modem and allow it sufficient time (about 1 minute) to complete the boot process.
There's an Ethernet or USB connection problem. See previous sections in this troubleshooting guide concerning Ethernet or USB connection problems.
I did not first establish a connection to the modem through the Dual Link Control Center. Before you can access the Web-based management screens of the Dual Link unit, you must first establish a connection to the Dual Link unit. Double click 3Com Dual Link Control Center icon on your desktop. Then click the Dual Link Manager icon to launch a browser and bring up the Dual Link Manager.

 

ADSL Connection Problems

Symptoms Possible Cause Corrective Action
ADSL LED is blinking orange

The Dual Link Control Manager Summary confirms that the ADSL status is "down".

The Dual Link Control Manager> System> Diagnostics shows that there is a loss of signal error.
The ADSL (modem) cable is not connected. (This is the RJ11 cable that plugs into your ADSL-enabled jack.) Check that one end of the ADSL cable is fully plugged into your DSL-enabled wall plug. Check that the other end is fully plugged into the ADSL port in the back of your modem.
The ADSL cable has been damaged. Replace the ADSL cable.
The ADSL cable wiring (inner pair versus outer pair) is not set correctly. Make sure it is set as specified by your service provider or use the Auto Detect setting to allow the modem to select the correct pair.
There is a problem at the other end of the ADSL connection that causes the ADSL negotiation to fail. Contact your service provider.
My ADSL link is not stable (goes up and down a lot). The ADSL cable wiring (inner pair versus outer pair) is not set correctly. Make sure it is set as specified by your service provider or use the Auto Detect setting to allow the modem to select the correct pair.
The distance from the CO may be at or near maximum, causing loss of signal. Check statistics in the Dual Link Manager Systems> Diagnostics page. If you see a low upstream signal-to-noise ratio or a large number of errors, you may have a line quality issue. Contact your service provider.
Wiring inside the house may be causing interference from analog phones or modems. Make sure any filter or splitter which you received from your service provider is installed properly.

 

Slow Network Response

Symptoms Possible Cause Corrective Action
Web browsing is slower than expected. ADSL level connection problem. Use Dual Link Manager to reset the ADSL line, then reconnect to your service.

Contact your service provider.