Troubleshooting 5
Troubleshooting
5
The DW4020 is extremely reliable. Keep six inches of ventilation space around
it and do not place items on top the receive modem so it does not overheat. If
you find you cannot surf the Internet or the DW4020 seems to have a problem,
follow this sequence of steps below to identify and fix the problem.
• Check whether the DW4020 LEDs or on or off. The LEDs may indicate that
a connection has become loose. Reconnecting a cable or power cord may
restore function. See DW4020 LEDs On/Off status.
• Check if the LEDs are blinking in a pattern. The LEDs can blink in a
pattern. The patterns correspond to the receive and transmit status codes
discussed in Transmit Status messages on page 12 and Receive Status
messages on page 16. See LED blinking indicating status codes on page 50
for a discussion of the blinking LEDs.
• Contact Customer Care. If the corrective actions described in this chapter
and Chapter 2 do not solve the problem, contact Customer Care at
1-866-DIRECWAY (1-866-347-3292) or go to myDIRECWAY.com.
The modem and
Gateway LEDs
The receive and transmit modems both have ON and READY LEDs. The
Gateway has an STATUS LED and a READY LED.
DW4020 LEDs On/Off
status
This section describes the LEDs’ appearance during typical DW4020 operation.
It also describes their appearance when some basic problem is occurring.
Normal operation, no When the DW4020 is powered on but not receiving or transmitting data, it
transmit or receive appears as shown in Figure 31. The modems’ READY lights are continuously
lit. Both the Gateway LEDs are continuously lit.
Modems’ READY
LEDs continuously lit
Both Gateway LEDs
continuously lit
Figure 31: DW4020 normal operation, no data received or transmitted
Troubleshooting
45
Normal operation, data During normal DW4020 operation, the modems’ READY LEDs are
being sent and received continuously lit, the RX and TX LEDs blink as they pass data, and both the
Gateway LEDs are continuously lit, as shown in Figure 32.
RX LED blinks as
modem passes
data; READY
LED on
continuously
TX LED blinks as
modem passes
data; READY
LED on
continuously
Gateway STATUS
and READY LEDs
continuously lit
Figure 32: Normal operation, data being sent and received
Problem: receive modem If the DW4020 is not operating normally and the receive modems READY LED
READY LED not on is not lit, as shown in Figure 32, take the following steps:
• Check to make sure the power cord is securely attached to the receive
modem and plugged into the wall outlet or surge protector. See Figure 34. If
the power cord was loose, the receive modem READY light will come on
when power is restored.
• If securing the power cord does not solve the problem, check all cable
connections. Tighten any that seem loose.
• If the Receive modem READY LED still does not come on, power cycle the
DW4020 by unplugging the power cord from the wall outlet or surge
protector, waiting ten seconds, and plugging it back in.
• If the problem persists, contact Customer Care or myDIRECWAY.com.
Note: Often, if the receive modem READY LED is not lit, the other modem
LEDs will not be lit either.
46
Troubleshooting
Receive modem READY LED
not lit. Note that in many
cases other modem LEDs
will not be lit either.
Ethernet card
Figure 33: Receive modem passing data
Ethernet cable
AC power
cord
Receive
modem
Transmit
modem
Power
supply
DC power
cord
Gateway
Transmit cable
USB cable
T0091013
Receive
cable
25-pin connector
Ethernet cables
Figure 34: DW4020 power and cable connections
Troubleshooting
47
Transmit modem READY If the transmit modem is not operating normally and its READY LED is not lit,
LED not lit as shown in Figure 35, take the following steps.
• Check that the 25-pin connector is attached securely. See Figure 34.
• Check to make sure the power cord is securely attached to the receive
modem and plugged into the wall outlet or surge protector. See Figure 34. If
the power cord was loose, the transmit modem READY light may come on.
• If securing the power cord does not solve the problem, check all cable
connections. Tighten any that seem loose.
• If the transmit modem READY LED still does not come on, power cycle the
DW4020 by unplugging the power cord from the wall outlet or surge
protector, waiting ten seconds, and plugging it back in.
• If the problem persists, contact Customer Care or myDIRECWAY.com.
Receive modem READY LED
continuously lit, showing that it is
functioning
Transmit modem READY LED
not lit
Figure 35: Transmit modem READY LED not lit
48
Troubleshooting
Gateway LEDs not lit If the Gateway does not seem to be functioning and its LEDs are not lit, and the
receive modem READY LED blinks as shown in Figure 36, take the following
steps.
• Check to make sure the power cord is securely attached to the Gateway and
receive modem and plugged into the wall outlet or surge protector. See
Figure 34. If the power cord was loose, the Gateway and receive modem
READY LEDS will come on when power is restored.
• If securing the power cord does not solve the problem, check all cable
connections. Tighten any that seem loose.
• If the Gateway READY LED still does not come on, power cycle the
DW4020 by unplugging the power cord from the wall outlet or surge
protector, waiting ten seconds, and plugging it back in.
• If the problem persists, contact Customer Care or myDIRECWAY.com.
Receive modem READY
LED blinks
Gateway LEDS are
not lit
Figure 36: Gateway LEDs not lit
Troubleshooting
49
Gateway LEDs flash, If the Gateway does not seem to be functioning and its STATUS LED flashes
receive modem READY amber, and the receive modem READY LED blinks or is not lit, as shown in
LED off or flashing Figure 36, take the following steps.
• Check to make sure the USB cable is securely attached to the Gateway and
receive modem. See Figure 34. If the power cord was loose, the Gateway
and receive modem READY LEDS will come on when power is restored.
• If securing the USB cable does not solve the problem, check all cable
connections. Tighten any that seem loose.
• If the Gateway STATUS LED still does not come on, power cycle the
DW4020 by unplugging the power cord from the wall outlet or surge
protector, waiting ten seconds, and plugging it back in.
If the problem persists, contact Customer Care or myDIRECWAY.com.
Receive modem READY
LED blinks or is not lit
Gateway STATIS LED
blinks amber
Figure 37: Gateway STATUS LED blinks amber
50
Troubleshooting
LED blinking
indicating status
codes
The DW4020 LEDs can blink in various patterns. These patterns correlate to the
status codes discussed in Transmit Status messages on page 12 and Receive
Status messages on page 16. If you can see the patterns, you also have access to
the User Interface. It will be easier to find out what the status of the DW4020 is
via the interface than the LED status blinking. The blink patterns are described
below for your information.
Pattern
Meaning
Off
4 (or powered off)
On
8
2 Long,
1 Short
1
2 Long,
2 Short
2
2 Long,
3 Short
11
1 Long,
1 Short
3
1 Short
5
2 Short
10, 13, 14, 15,16, 21, 22, 23
3 Short
6, 7
4 Short
12, 17
Slow
Alternating
9,18,19,20
Fast
Alternating
The ITU interface testing – This is a continuous fast blinking pattern, with the Transmit LED being the
inverse of the Ready LED. No corresponding message.
Pattern
Corresponding receive status message
Fast
Alternating
Prior to downloading software– This is a continuous fast-blinking pattern, with the RX LED being the inverse
of the Ready LED. No corresponding message.
Slow
Alternating
1
On
5
1 Long,
1 Short
3,6
1 Long,
2 Short
4,7
1 Short
0
1 Long,
1 Short,
1 Long
2
Table 9: Receive modem READY LED blink patterns
Troubleshooting
51
52
Troubleshooting
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