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Troubleshooting with Cox Users

Bypassing the Router and Connecting Directly to the Modem

If you are having trouble with all computers connected to a router, try bypassing the router and connecting a single computer directly to the modem to determine whether the modem or the router is the cause of the problem. The modem should be power cycled after doing this. If a computer still cannot get online while connected directly to the modem, contact your internet service provider.

Your router will come with a built-in firewall.  If you encounter any issues which could be caused by a firewall, such as being unable to connect with one piece of software when other internet connections work, you should test the connection without the router, to eliminate the router's firewall as a source of the problem.

Have you recently performed Router Updates?

Vendors periodically come up with software (called firmware when referring to routers) updates for routers to address bugs or security vulnerabilities. Periodically check to ensure that you are running the latest firmware version.

If you are running a firewall software program, temporarily disable it during the Router's setup.

Router equipment, please visit the manufacturers' pages below.

D-Link Support

Linksys Support 

How to: Connect a Cable Modem With an Ethernet Connection

There are two ways to connect a computer to a cable modem for Cox High Speed Internet service: an Ethernet cable modem to an Ethernet port in a computer or a USB cable modem to a USB port in a computer.

Installation steps
  • Verify that the cable modem and computer are disconnected from the power source.
  • Connect one end of the coaxial cable to the cable wall outlet.
  • Connect the other end of the coaxial cable to the cable modem.

image of unplugging router

  • Plug the cable modem power adapter into a wall outlet.
  • Most cable modems are "on" all the time and do not have a switch. If the modem has a power switch, turn on the modem and wait for the modem to synch with the cable network. This may take up to 5 minutes.
  • Connect one end of the Ethernet cable to the back of the modem. Connect the other end of the Ethernet cable to the back of the computer.

image of plugging in to modem

  • Connect the power to the computer and turn the computer on.
  • Check the modem lights for proper status. Most modem lights operate similarly. Some blink at start-up, then become steady, except for the “activity” light, which may blink continuously. If modem lights do not come on, turn off the computer, unplug the modem, wait 30 seconds, plug the modem back in, then restart the computer.

Are the browser's cookies and java script enabled?

To set your browser to accept cookies (Windows)
  • open Internet Explorer
  • click on Tools in the menu
  • select Internet Options
  • click on the Privacy tab
  • click on Advanced
  • make sure "Override automatic cookie handling" is selected
  • make sure "Always allow session cookies" is selected
  • click OK
  • click OK again to close out of Internet Options

Are browser's cookies and java script on my MAC enabled?

To set cookies in Internet Explorer 5.1 (Macintosh)
  • open Internet Explorer
  • click Edit
  • select Preferences to open the Preferences dialog box.
  • click Receiving Files and select Cookies
  • make sure the Cookies Settings are set to Accept Cookies (never ask)
To enable java script:
  • open Internet Explorer
  • click on Tools in the menu
  • select Internet Options
  • click on the Security tab
  • select Custom Level
  • scroll down the Settings list to find Scripting
  • select Enable
  • click OK to close the Security Setting dialog box
  • Click OK to close Internet Options

Note: After making any changes, you will need to reboot your pc before trying to log back into MyCCRI.


How to disable pop-up blockers?

These applications work in the background while you browse the internet. When they detect a pop-up window that may be an unwanted advertisement, they automatically close the window. Unfortunately, they also inhibit MyCCRI from performing properly. If you are unable to view Discussion postings, Quiz windows, and download links, then search your hard drive for any software with "pop-up" in the name and disable it.

Some popular pop-up killers include:

Pop-Up Stopper

Pop-Up Defender

Pop-Up Zapper

Ad-Aware

Troubleshooting Viewing Pop-up Windows

If you are not sure if you have pop-up blocker software installed, go to http://www.popup-killer-review.com/rundetect.htm. This site will let you know if you have pop-up blocker software installed.

Another site that can help you recognize some of the current popup blockers if they exist on your computer and tell you where it is: http://www.popup-killer-review.com

If a pop-up blocker software are installed, you must let it know that MyCCRI is safe and that the windows can pop-up.

If you still can not view certain MyCCRI windows, turn the pop-up software off.

If you are still having problems, uninstall the pop-up blocker software.

Do you have any add-on toolbars such as Yahoo or Google?

Search toolbars such as Yahoo Companion, WebSearch and Google, and certain browsers such Netscape, as well as Norton Internet Security and McAfee Security Suite software can cause problems when trying to access MyCCRI. To disable toolbars, open Internet Explorer and from the menu click on View and select Toolbars. To turn a toolbar off, just click on the name of toolbar and that will remove the checkmark thus turning it off.

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Last Updated: 7/23/13