Windows XP - How to fix network connection issues

NOTE: In order to access the Windows Desktop, please connect a USB keyboard and mouse to your unit's media player and press [Alt+F4] to close the application displaying the directory in full-screen.

Ensure that the cable or DSL modem has been setup correctly, the Internet service is not down, and all required settings (such as a manually assigned static IP address if required) are set before using this document. Contact your Internet Service Provider (ISP) for help with required settings.

Step 1: Testing the connection

If your unit is not displaying updates or appears to be having connectivity issues, perform this test to confirm.

1. Close the directory: [Alt+F4]
2. Bring up the “Run” prompt: [/Start+R]
3. Open the Command window: Type “cmd” and press [Enter]
   
4. Ping Google.com: Type “ping google.com” and press [Enter]
   
5. If you receive a reply like the one in the image above, your unit is connected but still may not be receiving updates, likely due to a firewall issue on your network. Please contact tech support (1-800-488-0691 or support@edc-corporate.com) so that we can guide you on initiating a remote support session so we can investigate further.
6. If you do not receive a reply, please proceed to the steps below and/or contact your network administrator.

Step 2: Running Network Repair Tool

1. Click on Start.
2. Click on Control Panel.
3. Click on Network Connection.
4. Right-click on the LAN or Internet connection you wish to repair.
5. Click Repair from the drop-down menu.
   

6. If successful you should receive a message indicating that the repair is completed.
   If the PC cannot connect to the Internet, continue to the next step.
   

Step 3: Resetting the cable/DSL modem

The majority of cable/DSL modem connection problems can be resolved by resetting the modem.

1. Turn off the PC and turn off the external modem or DSL router.
2. Remove the AC adapter plug from the back of the cable/DSL device and wait for all the lights to go out on the cable/DSL device.
3. Reconnect the AC adapter to the cable or DSL modem and wait for it to reset completely. The modem is reset when all lights on the modem stop blinking.
4. Turn on the PC, and wait for Windows to fully open.

Wait for PC to completely start up.

5. Try connecting to the Internet again.

• If the PC cannot connect to the Internet, continue to the next step.
• If the PC can connect, you are done. For consistent performance, once the cable/DSL device is working properly, do not turn it off. Even if you turn off the PC when it is not in use, do not turn off the cable/DSL device. This minimizes any problems that may require resetting the modem.

Step 4: Checking cables and connections

Use the following steps to check connections and networking hardware.

1. Check the activity light next to the network connector on the back of the computer.

• If the activity light flashes intermittently, the network adapter is probably functioning correctly and is ready to receive data.
• If the activity light does not flash, the connection or the network hardware might be bad. Continue these instructions.

Ensure that you are using the proper networking cable. You should be using a Category 5 or Category 5e network cable (also referred to as a Cat-5 Ethernet or patch cable). A Cat-5 cable has RJ45 connectors on each end.

3. Replace the current cable with a different Cat-5 or Cat-5e network patch cable.

Replace the current cable with a different Cat-5 network cable (not a cross-over cable). Try connecting to the Internet. If the PC can connect to the Internet after replacing the cable, the original cable is probably bad and should not be used. If the PC is still are unable to connect, please contact your internet service provider or your network administrator for further assistance.