Cybernet Communications

Internet Connection Problem

You've opened up a web browser (Internet Explorer, Firefox, Opera, etc) and you get an error message "This page cannot be displayed" or "Server not found" or something similar.

Each of the following headings in the table of contents are clickable links to take you directly to that section.

1.0 Check the Connections
2.0 Power-Cycling Your Equipment
- 2.1 Power-Cycle the Radio
- 2.2 Power-Cycle the Router
2.3 Are Your Network Connections Set Properly?
2.4 Call Cybernet

* * *

1.0 Check the Connections

The first step is always, always check the connections.

1.0.1 Dial-Up Users

If you have a dial-up connection, all you need to do is confirm that the phone cord is plugged into the wall properly, and that the other end is plugged into the modem on your computer. If you get as far as the password prompt, make sure to enter the correct password.

TIP: Instead of automatically connecting, try entering the username and password manually. If you still can't get online, please call us and we will assist you.

1.1.0 The PoE (little white/grey box)

If you are a high-speed customer, you have more connections to troubleshoot.

First, look at the PoE (Power over Ethernet) box. This is usually a little white/grey box with an LED light (there is one model of white box which does not have an LED light on it).

1. Check to see that the LED light is on.

If the LED light is off
- Make sure the power supply is plugged in snuggly to the wall
- Put your hand on the power supply to see if it is warm.
  - If it's not, you may have a dead power supply, in which case, it will need replacing.
- The LED may be burnt out, but if the power supply is still warm, the PoE is functional

2. Check to make sure the port labeled 'CPE' is connected to the cable that is going outside to your radio.

If it turns out to be connected to the cable that is going to your computer/router, then unplug both cables.
The cable going to your computer should be in the port labeled PC.
The cable going to your radio outside should be in the port labeled CPE.

3. Make sure both cables are snug in the sockets - if they're loose, they may get disconnected by accident.

If you don't have a router:

If you do not have a router, then confirm that the cable running from the PC port on the little white box is properly inserted into the Ethernet port on the back of your PC.

If you do have a router, ignore this and proceed to the next section. For those of you who do not know what a router is, it is a rectangular box with an antenna or two on it - a few common names on the router are Link-Sys, D-Link, Zonet, or Belkin.

1.1.1 Do you have a router?

Here is the tricky part. If you have a router, follow these steps exactly, please. There are a variety of routers out there, but the steps should be the same.

1. Check to see that there is power to the router - lights should be on and possibly flickering.

If there are no lights on the router
- Confirm that the power supply is properly plugged into the wall and into the router
- Put your hand on the power supply to see if it is warm.
  - If it's not, you may have a dead power supply, in which case, it will need replacing.

2. Check the connections to the router

The cable from the PC port on the little white box should be plugged into the port labeled 'Internet' or 'WAN' on the router.
There should be another cable plugged into one of the numbered ports on the router - this one plugs into Ethernet port on the back of your computer.

1.1.2 Restart

Now that everything is in place, reboot your computer. Open a web browser (Internet Explorer, Firefox, Opera, etc) and try to connect to the internet (your homepage should come up instead of an error). If you still can't, please proceed.

2.0 Power-Cycling Your Equipment

Now that we've confirmed that all your equipment is properly connected let's do one of the most routine checks: power-cycling your equipment.

2.1 Power-Cycle the Radio

To power-cycle the radio, unplug the cable in the CPE port (that's the cable going outside to the radio) on the PoE (little white/grey/black box) for a minimum of 10 seconds.

2.1.1 Restart

2.2 Power-Cycle the Router

If you have a router, power-cycle the router. This can be done by unplugging the power cord from the router for a minimum of 10 seconds, or via an on/off switch if your router has one.
DO NOT push the 'reset' button on your router - this sets it back to default settings, and you will need to reconfigure it.

2.2.1 Restart

2.3 Are Your Network Connections Set Properly?

2.3.1 If you do not have a router

At this point, we want to make sure your internet connection is set up properly. You will now be entering information provided on the install sheet that came with your radio. If you don't have it, or cannot find it, please call us for this information. If you have the sheet, please proceed.

The following instructions assume you are using Windows XP. If you are using a different version of Windows, try your best to follow these instructions and see if you can get to anywhere similar to what is being described here. If you are using a Mac or a different platform than Windows, you may need to contact Cybernet directly, and we can assist you in setting up your connection.

2.3.1.1 Quick Setup

Start -> Control Panel

NOTE: If the Control Panel window has a blue background, in the top-left of the window there is a button "Switch to Classic View". Click that.

[Double-click] Network Connections -> [Right-click] Local Area Connection -> Properties

Under the field "This connection uses the following items" click "Internet Protocol (TCP/IP)" once, and click the Properties button.

Now you will need to enter the numbers provided by Cybernet - these are on the install sheet.

Click the radio button for "Use the following IP address"
- IP Address should be the number listed as 'User IP' on the sheet. Make sure to get the dots in the right place
- Subnet Mask is 255.255.255.0
- Default gateway is the number listed as 'User Gateway' on the sheet
Click the radio button for 'Use the following DNS server addresses'
- Preferred DNS server is 204.50.96.7
- Alternate DNS server is 204.50.96.8

Click OK on this window, and OK (or the Close button) on the other window.

2.3.2. Restart

2.3.3 If you do have a router

At this point, we want to make sure your internet connection is set up properly.

The following instructions assume you are using Windows XP. If you are using a different version of Windows, try your best to follow these instructions and see if you can get to anywhere similar to what is being described here. If you are using a Mac or a different platform than Windows, you may need to contact Cybernet directly, and we can assist you in setting up your connection.

2.3.3.1 Quick Setup

Start -> Control Panel

NOTE: If the Control Panel window has a blue background, in the top-left of the window there is a button "Switch to Classic View". Click that.

[Double-click] Network Connections -> [Right-click] Local Area Connection -> Properties

Under the field "This connection uses the following items" click "Internet Protocol (TCP/IP)" once, and click the Properties button.

Confirm that the radio button beside "Obtain IP address automatically" is selected
Confirm that the radio button beside "Obtain DNS server address automatically" is selected
If they aren't like this, change it now.

2.3.4. Restart

Now that everything is in place, reboot your computer. Open a web browser (Internet Explorer, Firefox, Opera, etc) and try to connect to the internet (your homepage should come up instead of an error). If you still can't, please proceed.

2.3.5 Checking your router settings

Open up your preferred web browser (Internet Explorer, Firefox, Opera, etc)

In the address bar at the top, where the address of your home-page is, type in the corresponding address depending on the brand name of your router. Link-Sys, D-Link, and Belkin routers are detailed below:

2.3.5.1 Link-Sys Router

If you have a Link-Sys router, type http://192.168.1.1/ and press Enter or the Go button.

A prompt should come up with a request for a username and password.

Username : [blank]
Password : admin
If that combination of username/password doesn't work, try the username 'admin' and 'admin' for the password
If that doesn't work, then you may need to reset your router. Feel free to call us if you have this issue.

Now you should see a black and purple page with the word 'Link-Sys' on it, or something similar.

Click on Setup.
In the drop down menu (will most likely say Automatic Configuration) select Static IP
Internet IP Address should be the number listed as 'User IP' on the sheet.
Subnet Mask is 255.255.255.0
Gateway is the number listed as 'User Gateway' on the sheet
Static DNS 1 is 204.50.96.7
Static DNS 2 is 204.50.96.8
Static DNS 3 is 0.0.0.0

If all those settings are correct, you may close your web browser and call us at Cybernet Communications and we will be happy to assist you.

However, if any of those numbers were incorrect, change them accordingly and do the following:

Click the Save Setting button at the bottom of the page.
A message indicating that 'Setting are successful' will appear. Click Continue.
Close the web browser and reboot your computer.
Try to access the internet using your web browser

2.3.5.2 D-Link Router

If you have a D-Link router, type http://192.168.0.1/ and press Enter or the Go button.

A prompt should come up with a request for a username and password.

Username : admin
Password : [leave blank]

Now you should see a grey page with the word 'D-Link' on it, or something similar.

Click on Wireless.
Enter the information as required in the Wizard
Internet IP Address should be the number listed as 'User IP' on the sheet.
Subnet Mask is 255.255.255.0
Gateway is the number listed as 'User Gateway' on the sheet
Static DNS 1 is 204.50.96.7
Static DNS 2 is 204.50.96.8
Static DNS 3 is 0.0.0.0

If all those settings are correct, you may close your web browser and proceed with the next section of the guide, call us at Cybernet Communications and we will be happy to assist you. If any of those numbers were incorrect, change them accordingly, apply the changes, and close the browser. Reboot your computer and try to access the internet using your web browser.

2.3.5.3 Belkin Router

If you have a Belkin router, type http://192.168.2.1/ and press Enter or the Go button.

Click on LAN Settings in the left pane.

Internet IP Address should be the number listed as 'User IP' on the sheet.
Subnet Mask is 255.255.255.0
Gateway is the number listed as 'User Gateway' on the sheet

Click Apply Changes.

Click on DNS in the left pane.

DNS Address is 204.50.96.7
Secondary DNS is 204.50.96.8

Click Apply Changes.

2.3.5.4 Other Router Brand

If you have a different brand of router, please contact us and we will assist you in the process.

2.3.6. Restart

Now that everything is in place, reboot your computer. Open a web browser (Internet Explorer, Firefox, Opera, etc) and try to connect to the internet (your homepage should come up instead of an error). If you still can't, please proceed.

2.4 Call Cybernet

At this point, if you are unable to connect to the internet, please call us at 250-847-5020 and we will be happy to assist you.

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