Cable Modem Problem

I hope I am in the right forum.

I have a HP computer with windows vista 64bit. I use suddenlink cable for internet access. I am using the motorola SB5101 modem. I have been using it for almost a year with no problems but, lately when the computer updates and restarts the computer does not recognize the modem. I used to be able to shut down, unplug the ethernet cable and when the computer completely reloads then connect the cable it will automatically set up and connect to the internet. Now that does not work anymore. I am in safe mode with networking and it finds and connects with no action from me. I tried to use the USB cable but it does not find the drivers for that and motorola states it does not work with 64bit systems. I hope someone here knows about this problem.

Edited by dumafach, 13 August 2010 - 05:21 AM.

Hello and welcome to Bleepingcomputer.

I am a bit confused as to why you are using a USB cable.

If you have a modem, you should be using an Ethernet cable connected between your modem and the network adapter (Ethernet card) built into your computer.

This statement here is also confusing to follow. < I am in safe mode with networking and it finds and connects with no action from me.>

Are you saying when you boot into safe mode the connection through the modem does work?

Sorry for my need for clarification, but I want to make sure I am following your description correctly.

Bruce.

Hello MrBruce1959.

I am sorry, I guess frustration caused the rambling.

As to the USB cable: on the motorola surfboard modem you have the option of using the ethernet cable or with the proper drivers you can use a USB cable. On the back of the modem you have a ethernet plug and a USB plug. Motorola website stated that the USB drivers would not work with Vista 64bit.

As to the safe mode: yes, that is what I mean. When I boot into safe mode with networking the modem is recognized and comes online and I can get to the internet. That is how I am able to post this topic.

If I were to log out of safe mode and log back in under normal mode the modem is not recognized and I have no connection. It used to be if I unplugged the ethernet cable and plugged it back in it would see it and it would connect.

If more info is needed please let me know.

Okay I read what you posted above.

If your modem has an Ethernet plug socket and you connect your computer this way using the Ethernet cable and log into Windows, do you end up with a connection to the Internet?

(minus the USB type connection)

If you are saying while using the Ethernet cable only and boot into Windows normally, you can not connect, then I have to ask you if you have tried doing the following.

Shut down the computer.

Power off or reset the modem by pressing in the reset button on back for 30 seconds.

Re-power up the modem, then start up the computer.

If this fails, your Ethernet cable may have a defective connection, try replacing this wire.

If this continues to fail let me know, I have a few commands you can try typing in at the command prompt to get the status of your network adapter.

Bruce.

Hello

I am sorry I brought it up, it seems to be a sticking point now. I just wanted to show I have tried other troubleshooting steps.
I tried to use the usb cable one time when this started happening. I found it wouldn't work and I have not tried it since.

I did not go into great detail here because it would take too much and too long to type it all. I tried to do all basic troubleshooting before I come to BC. I know BC guys are good and I try to do all basic stuff first before I come here.

I have tried 4 different ethernet cables with the same result. Every time I restart the computer I would unhook the cables from the modem and try to reset modem. I have tried several different ways of connecting back up. I have tried to use the cd that came with the modem. That is why I am stumped. I don't know why it will recognize it in safe mode and not normal. If you need me to write all the steps I have tried before I can do that but it will take some time to put it all down.

I tried to go into the modem when it was working to see if there were some settings in there I could fix but when it is up it looks fine.

Modem Info

Acquire Downstream Channel Done
Obtain Upstream Parameters Done
Upstream Ranging Done
Establish IP Connection Using DHCP Done
Establish Time of Day Done
Transfer Operational Parameters Through TFTP Done
Register Connection Done
Cable Modem Status Operational
Initialize Baseline Privacy Done

Downstream Value
Frequency 561000000 Hz

Signal To Noise Ratio 34.3 dB

Power Level 13.2 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading


Upstream Value
Channel ID 1
Frequency 35000000 Hz
Power 54.0 dBmV

Item Value
Frequency Plan North American Standard/HRC/IRC
Upstream Channel ID 1
Frequency (Hz) 561000000
DHCP Server Enabled

This is how it reads at this moment. Of course, I can't get to this page in normal mode.

If you need more please let me know.

Thanks

Okay here is what I would like you to do.

Boot up windows normally.

Go to your windows command prompt and open it.

Please type ipconfig /all and hit the enter key.

Please post back what you see as the result.

Bruce.

Edited by MrBruce1959, 13 August 2010 - 11:36 AM.

Hello

There were no results.

I am back in safe mode now.

Is there a space between ipconfig and /?

Yes there is a space its as I have it in bold type here ipconfig /all

I believe that instructions for using that modem...state that the USB drivers for it should be uninstalled when using the ethernet port and vice versa...or I may just be confusing myself with something I remember about some router/modem.

I had an SB5100 before my current SB5220 modem.

Louis

Hello Bruce

I will try it again with the space.

Hello Hamluis

Yes they are supposed to be uninstalled and I did that.

I will be back shortly

Thanks

For the purpose of research and usability I am posting a link to a complete owners manual to this modem.

Note: you will need Adobe Reader to view this down-loadable document.

http://www.motorola.com/staticfiles/Consum...ser%20Guide.pdf

Bruce.

Hello

There is a box that tries to pop up but it goes away so fast I can not see what it is except it looks like maybe a graph but it is too quick.

I will download that pdf file.

Thanks

There is a box that tries to pop up but it goes away so fast I can not see what it is except it looks like maybe a graph but it is too quick.
Thanks

This only happens when you are not using the command prompt.

Try doing this, hopefully your Windows Vista is not set up to be like Windows XP's start menu.

Click start in the empty field type CMD you should see CMD.EXE appear, click it once, now a window should appear with white lettering with a black background and a blinking cursor.

Type the following:

ipconfig /all

Then press enter.

The command will create a bunch of text and scroll down the screen.

It should say Windows IP configuration with a bunch of information regarding your network adapter and its configuration settings.

Post what you see printed in that text. Sorry there is no way you can copy and paste from a command prompt window, you'll have to find another way to post that information.

Bruce.

Hello

I figured out what I did wrong while I was in that mode and got some info.

Windows IP Config

Host name: Roger-PC

Primary DNS Suffix: Blank
Node Type: Hybrid
IP Routing enabled: no
Wins Proxy enabled: no

Tunnel Adapter Local Area Connection *6
Media State: media disconnected
Connection-specific DNS Suffix: blank
Discription: Teredo Tunneling Pseudo-Interface
Physical Address: 02-00-54-55-4e-01
DHCP Enabled: no
Autoconfigureation enabled: yes

Tunnel Adapter Local Area Connection *14
Media State: Media Disconnected
Connection Specific DNS Suffix: blank
Discription: 6TO4 Adapter
Physical Address: 00-00-00-00-00-00-00-E0
DHCP Enabled: no
Auto Configuration enabled: yes

end of report
That is all that was there.

I got this while in safe mode

Windows IPconfig

Ethernet Adapter Local Area Connection:

Connection Specific DNS Suffix: blank
Discription: NVIDIA nForce 10/100/1000 Mbps Ethernet
Physical Address: 00-1F-C6-8A-7D-0F
DHCP enabled: yes
Autoconfiguration enabled: yes
Link-Local IPv6 Address: fe80::4d98:1819:dd07:768f%10 (Preferred)
IPv4 Address: 74.195.176.75 (Preferred)
Subnet Mask: 255.255.255.0
Lease Obtained: Friday August 13 2010 3:10:40 PM
Lease expires: Saturday August 14 2:56:10 PM
Default Gateway: 74.195.176.1
DHCP Server: 172.24.120.21
DHCPv6 IAID: 251666374
DHCPv6 Client IAID: 00-01-00-01-10-B6-35-28-00-1F-C6-8A-7D-0F

DNS Servers: 208.180.42.100
208.180.42.68

NetBIOS over Tcpip: enabled

And then it goes back to the Tunnel adapter stuff, same as before

I hope this helps