Basic Internet Connection Troubleshooting

If you find yourself offline there are a couple of troubleshooting steps you can do that will often work to get your service back online. Many times you will be able to get your service up and running quickly and easily.

  1. Reboot your computer
  2. Release and renew your computer's IP address
  3. Power cycle the DigitalPath device
  4. Check wireless router and switch configurations

Reboot your computer

Rebooting your computer should be the first thing to do when finding
yourself offline. This will assure that you will get an IP address.

Release and Reassign Your IP Address

Also you can get an IP address from the steps below. To release your IP
address and renew it follow the steps below for your operating system:

Windows Vista/Windows 7

   1. Click Start and then click All Programs
   2. Click Accessories
   3. Right click on Command Prompt
   4. Select Run as Administrator
   5. Type ipconfig /release and then click Enter
   6. Then type in ipconfig /renew

Windows XP/2000

   1. Click the Start menu in the lower left-hand corner of the screen and click Run
   2. In the space provided, type ipconfig/release and click ok
      Note: There is a space between ipconfig and /release

Mac OS 10.x

   1. Close any open Internet applications (Web browsers, email, etc.)
   2. Choose System Preferences from the Apple menu
   3. Choose Network from the View menu
   4. Choose Active Network Ports from the Show menu
   5. Deselect the on check box for the port you use to connect to the Internet (Built-in Ethernet, Airport, etc.)
   6. Click Apply Now

Power cycle the DigitalPath device

Power cycling is simply powering down a network device and powering it back up.

To power cycle DigitaPath equipment you will need to find the power adapter that plugs into an electrical outlet. These will typically be Motorola, Condor or Ubiquity. Once you find this power adapter, unplug the power supply, wait 30 seconds, then plug it back in.

Wireless Routers and switches

Wireless routers and switches from time to time will also need to be power cycled. You can either unplug the power adapter that is plugged into an electrical outlet or unplug the power cable from the back of the router. When removing the power source you should see all the lights turn off on the network device. Wait 30 seconds, plug the router back in, and check on your service.

Still Offline? We're sorry about that.

Call our tech support line at 1-800-676-7284 to speak to one our Northern California-based technicians and get your problem resolved.