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Data/Internet FAQ's

    General FAQ's for Terayon Modems

  1. I can't connect to the internet. Why?
  2. When I try to surf the web, I keep getting a message in the browser window that states, “Web page unavailable.” Why?
  3. The LED's on my Terayon cable modem keep blinking. Why won't they become a steady green?
  4. What is the difference between a hub and a router?
  5. I can't connect to the internet when using a hub or a router. Why?
  6. I think my Terayon cable modem is broken. How can I get a new one?
  7. Where can I download drivers for Linux?
  8. Do Terayon modems work with Windows XP?
  9. When I connect the modem to a different PC, it does not work. What's wrong?
  10. Does it matter how far away I am from my cable modem?


    USB and Ethernet

  11. I have connected my Terayon modem to my computer through a USB port. Where can I find the USB drivers for my modem?
  12. My computer can't find the USB drivers on the Terayon CD ROM. Can I get a good CD?
  13. I have recently installed a USB cable modem on my system, however when performing certain tasks it completely freezes the system.
  14. I have connected my Terayon modem to an ethernet card inside my computer. Where can I download the ethernet drivers for my modem?
  15. Can I connect one PC with USB and another PC with Ethernet at the same time?
  16. Is it better for me to connect with USB or with the Ethernet?


    TeraPro

  17. I just bought a Terayon TeraPro cable modem and can't get it to connect to PVT. Why?
  18. My TeraPro Cable Modem keeps disconnecting every 20 minutes or so, can you explain why?


    TJ 210

  19. I was wondering whether my recently acquired Terayon TJ 210 had a config screen I could access through my browser?
  20. Are there any Mac USB Drivers? Does the TJ210 work with a Mac?

 

 

General FAQ's for Arris Modems

  1. What is a cable modem?
  2. How does a cable modem work?
  3. How fast is a cable modem?
  4. How to connect a cable modem to the PC?
  5. What services do I get with a cable modem connection?
  6. Where can I get cable modem service?
  7. I understand that ARRIS cable modems are DOCSIS® Certified™ modems. What does that mean?
  8. Why is it important that my cable modem be CableLabs® certified?
  9. How do you connect an ARRIS DOCSIS cable modem to a hub?
  10. Do I need drivers for my ARRIS DOCSIS cable modem?
  11. How do I read the LED lights on the ARRIS cable modem?
  12. I just purchased a new ARRIS cable modem, what do I have to do to get my modem to work?
  13. What operating systems are supported for USB?
  14. Can I connect 1 PC with USB and 1 PC with Ethernet?
  15. Is it better for me to connect with USB or with the Ethernet?
  16. Does it matter how far away I am from my cable modem?
  17. If I don't subscribe to cable TV, can I still get a cable modem Internet connection?
  18. Technical Support
1. I can't connect to the internet. Why?

There are several possibilities why this can happen. Here are some of them:

a) USB drivers for the modem aren't installed;
b) The modem is not receiving a signal from PVT;
c) The modem is not functioning correctly;
d) A firewall (either software or hardware- based) is blocking the modem's access to the internet;
e) The internet browser may not be functioning correctly.

To check each of the above conditions, do this:

a) Check the Device Manager of your computer to make sure the USB drivers have loaded correctly. If you are connecting via an ethernet connection, make sure the drivers for the ethernet card are loaded correctly.

b) Check the front panel of your Terayon cable modem to see if the “Online” or “Cable” led is a steady green. If it is flashing green, the modem is not receiving a valid signal from PVT. Please Call Internet Tech support at 1.800.501.4844.

c) Some Terayon cable modems have an amber test led on the front panel. If this led is on steadily, the modem has become defective internally, and must be replaced. Contact PVT for diagnostic test on your modem and possibly to obtain a replacement modem.

d) If you have a software-based firewall program on your computer such as Zone Alarm, Norton Personal Firewall, or Black Ice Defender, among others, it may be blocking access to and/or from your computer to the internet. Try disabling the firewall to see if you can now connect to the internet. If you can, the security settings of your firewall need to be adjusted to allow traffic to pass through when the firewall is turned on.

e) Your internet browser may not be configured correctly for use with PVT. Call Internet Tech Support at 1.800.501.4844 for assistance in configuring your browser to work with our system.


2. When I try to surf the web, I keep getting a message in the browser window that states, “Web page unavailable.” Why?

There are a few reasons why you may be seeing this message. Here are the most common causes and solutions to this problem:

a) The modem may not be communicating with PVT,
b) PVT may be experiencing a temporary network service interruption;
c) Your internet browser may not be configured correctly for use with PVT cable internet.

To correct any of these situations, contact PVT at 1.800.501.4844 for
assistance.

3. The LED's on my Terayon cable modem keep blinking. Why won't they become a steady green?

There are a few reasons why this can happen:

a) The modem is not receiving a valid connection to PVT;

b) The modem has not been able to download a valid configuration file
that allows it to communicate with the PVT.

c) The modem hasn't been provisioned for use yet on PVT's network.

To correct any of these situations, you must contact PVT at 1.800.501.4844
for assistance.


4. What is the difference between a hub and a router?

A hub will share internet access across a defined network.  A router will share networks across a single connection.

PVT only allows one IP per account, a router is required in order for multiple users to be connected simultaneously. Please check with PVT for more information.

5. I can't connect to the internet when using a hub or a router. Why?

You will need to contact the manufacturer of the hub or router for assistance in configuration of your hub or router. Or contact PVT Internet Tech Support at 1.800.501.4844


6. I think my Terayon cable modem is broken. How can I get a new one?

Please contact PVT to do some troubleshooting with you over the telephone to positively determine the modem itself is defective. 1.800.501.4844

7. Where can I download drivers for Linux?

Terayon Modems don't support Linux so there are no drivers. If you use ethernet as your connection you won't need drivers and it will work.


8. Do Terayon modems work with Windows XP?

Yes

9. When I connect the modem to a different PC, it does not work. What's wrong?

You need to release a bound MAC address to the modem by power cycling it.  To do this, power down by unplugging from outlet – wait 60 seconds – plug back in.  This process should reset the modem.


10. Does it matter how far away I am from my cable modem?

Only if you are more than 100 feet away.  After that there is some degradation in signal.


11. I have connected my Terayon modem to my computer through a USB port. Where can I find the USB drivers for my modem?

Go to this Terayon Support page and click on Support. On that page you will see a list of modems, along with the drivers for them. NOTE: The TJ-110 cable modem, being an ethernet-only device, does not have any USB drivers for it. If you are connecting this modem to a USB port via a USB-to-ethernet adapter, and you need drivers for the adapter, contact the manufacturer of the adapter itself for assistance.


12. My computer can't find the USB drivers on the Terayon CD ROM. Can I get a good CD?

More than likely, there is no problem with the CD ROM itself. This problem usually happens when the modem is connected to the computer and powered up before the Terayon CD ROM is run. This causes a generic USB driver in Windows to be installed that prevents the “real” Terayon driver from loading into Windows. To correct this problem, follow these steps:

a) Go into the Device Manager of your computer and double-click on the “Network Adapters” entry and look for any line that has “Terayon” in it. Right mouse-click once on that line, then left-click on “Remove.” Confirm the removal. NOTE: You may see “Terayon” listed under “Other Devices” rather than “Network Adapters.” Regardless of where you see “Terayon,” remove it.

b) Scroll to the bottom of the Device Manager and double-click on the “Universal Serial Bus Controllers” entry. Look for a line with something called a “USB Composite Device” and remove it.

c) Close the Device Manager window, then turn the Terayon cable modem off by unplugging the power adapter from the wall outlet. Make sure the leds on the front of the modem go off.

d) Re-start your computer. DO NOT SKIP THIS STEP.

e) After your computer has finished rebooting, turn the Terayon cable modem back on. When the “Add New Hardware” wizard appears on the monitor, click “Next.” Select “Automatically Search for The Best Driver,” then click “Next.” Select “Specify a Location” on the second screen, and type in the drive letter of your CD ROM drive, followed by the colon [:] and backslash [\] symbols, as in this example: “D:\” Then click “Next.” You should see a dialog box that says, “Windows has found an updated driver for your device.” Click “Next” to install it. When you see the message telling you the driver installation is finished, click “Finish.” The “Add New Hardware” wizard will appear again. Repeat step “e” to install the second driver.

f) When the installation of the NDIS driver is completed, you will be prompted to re-start the computer. Do so.

g) Check the Device Manager again to make sure the USB drivers have loaded correctly for the Terayon cable modem. Repeat steps “a” and “b” to do this. There should be no question marks nor exclamation points next to “Terayon Cable Modem.” Close the Device Manager, then start your internet browser. If you can't connect to the internet, contact PVT at 1.800.501.4844 for assistance.


13. I have recently installed a USB cable modem on my system, however when performing certain tasks it completely freezes the system.

Unfortunately, cable modems are bandwidth hogs when it comes to USB.  It will not share with many USB devices (e.g., printer, scanner).  Either have the modem be the only USB device or connect via Ethernet (which is preferred).


14. I have connected my Terayon modem to an ethernet card inside my computer. Where can I download the ethernet drivers for my modem?

You can't. There is really no such thing as an “ethernet driver” for a cable modem. Only USB drivers for USB connections. NOTE: Your ethernet card itself will need its own driver in order to function. The card should have come with its own floppy disc or CD ROM with the drivers on it. If your computer came with an ethernet card already installed, and you need to re-install the drivers for the card, contact the manufacturer of your computer for assistance.


15. Can I connect one PC with USB and another PC with Ethernet at the same time?

No – A hub or router is required to connect to multiple PCs at the same time, and you must use one method of connection or the other – not both.

16. Is it better for me to connect with USB or with the Ethernet?

USB is a shared connection.  The ethernet is not shared and is generally a faster connection.

17. I just bought a Terayon TeraPro cable modem and can't get it to connect to my cable service. Why?

If you obtained your Tera Pro cable modem from PVT , contact us for assistance in getting it connected to the cable system. 1.800.501.4844

If, on the other hand, you obtained your Tera Pro cable modem from a source other than PVT, you will need to contact PVT to make sure we support the Tera Pro modem on our system. The Tera Pro modem communicates over the cable system using a special protocol that may not be supported by PVT. Only PVT can tell you if that is the case.


18. My TeraPro Cable Modem keeps disconnecting every 20 minutes or so, can you explain why?

If an end-user is having connectivity issues, you must contact PVT Internet Tech Support at 1.800.501.4844.

19. I was wondering whether my recently acquired Terayon TJ 210 had a config screen I could access through my browser?

There is no web interface for the configuration of this modem.


20. Are there any Mac USB Drivers? Does the TJ210 work with a Mac?

Terayon does not support Mac USB interface.  The modem will work with a Mac that is connected via Ethernet.
What is a cable modem?
A cable modem is a communication device that converts digital information (e.g., from a PC) into modulated RF signals (upstream) and RF signals back to digital information (downstream) across cable TV (hybrid fiber/coax) networks. A cable modem has four connections, one for the coaxial cable (cable outlet), one for the power (power receptacle) and the others connect to the computer (e.g., via Ethernet or USB). Because cable operates at a much higher bandwidth than the phone line, Internet access over cable can be 50-100 times faster than dialup. Anyone who has ever surfed the Internet using a 56K modem knows, connections are painfully slow, especially when downloading photographs, graphics or video images. Unlike a 56K modem, the cable Internet connection is always on. There is no dialup or use of your phone line.

How does a cable modem work?
Cable Internet access operates as its own cable channel and, therefore, co-exists with the video/audio channels offered by the cable company. Un-modulated digital signals are represented as being high (1) or low (0). How fast these levels can switch during transmission is determined by the "bandwidth" of the system. A cable modem modulates and demodulates electrical signals in the same sense that the telephone modem does. However, since coaxial cable can carry much higher wave frequencies, cable modems are far more sophisticated.

How fast is a cable modem?
Cable modem speeds vary widely, as determined by your cable company. In general, download speeds are up to 100 times faster than a 56K modem, while upload speeds are between 300K-768K. Call PVT for specific speeds and services we offer at 1.800.505.4844.

How to connect a cable modem to the PC?
Please refer to the documentation for information on connecting your cable modem to a PC. It is preferred that you contact a PVT Service Technician to install your modem. Call PVT at 1.800.505.4844 to schedule an install

What services do I get with a cable modem connection?
The most popular service today is high-speed Internet access. Because cable operates at speeds many times faster than a dialup phone line, it is now possible to view streaming video clips real-time, download multi-megabyte software programs in seconds, video conference with friends and family and play video games on-line. These capabilities were not practical nor, in some cases, even possible with 56K dialup. In addition, cable Internet subscribers can be fully connected, 24 hours a day, to both remote and local services without interfering with their cable television service or tying up a phone line.

Where can I get cable modem service?
Call PVT and check the availability in your area. 1.800.505.4844

I understand that ARRIS cable modems are DOCSIS certified modems. What does that mean?
DOCSIS stands for 'Data Over Cable Service Interface Specification' and is the industry's new specification for cable-based Internet access services. Because it is a standard, companies such as ARRIS are able to offer DOCSIS cable modem products that are fully interoperable with any cable company who has implemented a DOCSIS cable network. Prior to DOCSIS, cable companies were limited in that they had to purchase all cable Internet access hardware from the same company. DOCSIS deployments are growing rapidly becoming the dominant cable Internet access platform in North America.

Why is it important that my cable modem be CableLabs® Certified™?
Only those cable modems that have been DOCSIS certified by CableLabs® are guaranteed to meet the rigorous interoperability requirements of DOCSIS-based cable networks. Modems that do not have the stamp of approval may not function correctly.

How do you connect an ARRIS DOCSIS cable modem to a hub?
The ARRIS DOCSIS cable modems work with a 10BaseT or 10/100 Ethernet hubs. Connect the cable modem on the uplink port of the hub using a straight CAT5 10BaseT Ethernet cable. If the hub doesn't have an uplink port, connect the cable modem to any port of the hub using a crossover 10BaseT cable. Also, make sure that the auto-sensing feature is on if you are using a 10/100 Ethernet hub. Please consult your hub's users manual for more details.

Do I need drivers for my ARRIS DOCSIS cable modem?
If you are using the USB port, drivers are available Here on the Arris download page. No drivers are necessary for the modem, if you are using the Ethernet Port of your ARRIS cable modem. Just make sure that the TCP/IP stack is installed in your computer. Please consult your computer manuals for more details on TCP/IP installation.

How do I read the LED lights on the ARRIS cable modem cable modem?
Details on LED patterns are available in the User Guide supplied with your modem.  You can view a copy of this guide here.

I just purchased a new ARRIS cable modem, what do I have to do to get my modem to work?
Anytime you replace one cable modem with another, or hook one up for the first time, you need to contact PVT so that we can provision (set-up) your new modem to work on the cable network. 1.800.505.4844

What operating systems are supported for USB?
The only operating systems that currently support USB networking are Windows 98SE, Windows 2000, and Windows ME and Windows XP. Operating systems not supporting USB Networking include:

  • Windows 98 First Edition
  • Windows 95 or any earlier version of Microsoft Windows or DOS OS'
  • Macintosh
  • Unix/Linux

Can I connect 1 PC with USB and 1 PC with Ethernet?
Yes, provided the USB drivers are installed on the machine using USB.

Is it better for me to connect with USB or with the Ethernet?
USB is a shared connection. The Ethernet is not shared and is generally a faster connection.

Does it matter how far away I am from my cable modem?
If you are more than 100 feet away, there could be some signal degradation.

If I don't subscribe to cable TV, can I still get a cable modem Internet connection?
Yes. But you must be withing the cable system map in order to receive service from PVT. Call and ask if Cable service is available in your area. 1.800.505.4844

Technical Support
Please contact PVT Internet Tech Support at 1.800.501.4844 for technical support.

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