Lost Internet Connection Troubleshooting Guide

If you have lost connection to the internet, the following is an outline of what steps you will want to take to recover connectivity.
The first steps to take include ensuring local computer and network connectivity. There are 2 different types of connections:

1)Your computer is directly connected to the internet
2) Your computer is connected to a router which is connected to the internet.

1) Your computer is directly connected to the internet.

When everything is working properly, restarting the computer should resolve most connectivity problems. These guides contain the commands to manually reset your computers connection if the reset does not help, or if you just want a faster way of refreshing the connection on your computer.

Release and Renew the IP address of your computer. Please select your operating system for directions:

Windows XP
Windows Vista
Windows 98/Me
Windows 2000
Mac OS X

Windows XP:
The repair option in XP does not work most of the time, so the process detailed below is how to manually release and renew the IP address on your computer. This process should happen automatically when you restart your computer, but these steps may uncover an error that is stopping this process from completing.

If this completed successfully, you should be able to surf the web once again. Try opening google.ca to check it. If you get the proper IP, but are stuck on the registration page from SerberNet asking for your username and password, then your radio may have jumped towers, please try rebooting the power to the radio and call technical support if this issue persists.
 
Some common stumbling blocks:

i)After typing the ipconfig /release command the 0.0.0.0 does not come up rather:

It says something about the adapter not being in the state permissible for this command.
It says just Windows IP Configuration and nothing else.
It says command not available while media is disconnected.

ii)After typing the ipconfig /renew command the IP doesn't match 169.254.1.2 (or similar) or fails to come up:

iii)The IP addresses came up as expected, but web pages will still not come up:

i)After typing the ipconfig /renew command the 0.0.0.0 does not come up rather:

It says something about the adapter not being in the state permissible for this command.

The adapter must be set to automatically obtain the IP address. This error message means that the IP address has been specifically set on the network adapter. To change this to automatic you will need to open up "Network Connections" in the control panel --> right click on the local area connection and select properties --> in the area with the boxes and check marks in it, there should be an entry for "Internet Protocol (TCP/IP)" where you can double click to bring up the properties --> from here just change the entries to automatic and you can click OK to close this window and OK for the next as well. After making this change, the internet may start working after about a minute, or you may need to perform the release and renew commands again.

It says just Windows IP Configuration and nothing else.

There are normally two causes of this. The first to check is to ensure that your network adapter is enabled. You will need to open up "Network Connections" from the control panel --> right click on the local area connection, and if the first option is Enable you can click that to resolve the connection. The other cause would be if you have no networking adapter in the comptuer - you may need to bring your computer in for repairs if this is unexpected.
It says command not available while media is disconnected.

The computer is not sensing a cable connected to the network adapter of the computer. You will want to double check the cables plugging into your computer. The SerberNet connection will be a flat black cable plugging into the back of your computer, you will want to ensure that the power adapter attached to this line is plugged in and the led is lit up. You might be looking at a failing cable or network adapter if this problem persists. Connecting the internet to an alternative device to check for link is recommended if possible before calling support.

ii)After typing the ipconfig /renew command the IP doesn't match 169.254.1.2 (or similar) fails to come up:

If the IP address comes up as anything similar to 192.168.1.100 then you have a router, and will want to reference the router part of this guide.

If the IP address doesn't start with 169 or 192, but something that starts like 74, or 66 then you are getting a non-translated address, and the internet should be accessible with this. You might want to try surfing to a webpage like google.ca to test for a connection. Check part iii Below) to check for other issues.

If the IP did not come up, and you get a message about an error contacting DHCP server, you may want to contact us; this error may be the result of a faulty computer.

iii)The IP addresses came up as expected, but web pages will still not come up:

Norton firewall may cause a healthy connection to randomly stop working by blocking everything you do from going out to the internet. Net strongly discourages the use of Norton. If you have Norton, you may have to uninstall it to restore connectivity. See our security guide for alternatives.
Check your browser for a proxy server, for Internet Explorer:

. Open Internet Explorer
. Open the tools menu
. Open Internet Options
. Click the Connections tab at the top
. Click the Lan Settings button near the bottom
. Make Sure that none of the boxes are checked in here

If your computer is directly connected to the internet, the firewall table may be flooded due to unrequited requests (most common with peer to peer programs). If this is the case, when you unplug the Motorola power adapter and reconnect it, service should resume. After reconnecting power, you will have to wait about 2 minutes for the radio to reboot and your computer to negotiate a new address. If this is a constant problem for you, please contact us so that we can change the nature of how these unrequited requests are handled, we may suggest that you get a router.

Windows Vista:

Vista has a network icon that runs in the bottom right hand corner by the clock that looks like 2 computers with a small globe infront. If you right click on this icon you can select the "Diagnose and Repair" option.

Windows 98/Me:

Click Start
Click Run
Type: winipcfg and hit the Enter key
The "windows IP configuration utility" will appear, where you will have to select your network adapter:
there is a pull down section at the top that will normally have PPPoe selected, change it to your network adapter
Click the release button
Click the renew button. You should get an IP address like 169.254.1.2
If you get a different result, try the connection to see if it works, otherwise, you may find some help from this section of the XP guide.
If you get the proper IP address, but webpages will still not connect, then check this section of the XP guide.

Windows 2000:

Windows 2000 is essentially the same as Windows XP for these commands. Please follow the XP Guide with the exception of typing command instead of cmd, and when you release the address it will not show zeroes, but rather give you a message about a successful release.

Mac OS X:

. Click the Apple menu.
. Choose System Preferences...
. Click the Network icon.
. Choose Active Network Ports from the Show menu.
. Deselect the "on" checkbox for port you use to connect to the Internet (such as Built-in Ethernet or AirPort).
. Click Apply Now.
. Reselect the checkbox for the port.
. Click Apply Now.
. Open a Web browser, and attempt to connect.
 
2) You are using a router.

If you are using a wireless connection to the router, you may find help with our wireless connection guide.
Rebooting the router will almost always restore connectivity under normal circumstances. Please unplug and replug the power to the router, to allow it to grab and assign all necessary settings again. The red arrows indicate where the power plugs into the router on the two most common devices used on our network.