Motorola surfboard SB 5100

[TwoBills]

Just got a cable modem for a first time broadband connection and I can't get this thing to work. I've got 4 green leds lit: power, receive, send, and online and one flashing yellow led: pc/activity. I tried a new network interface card and a 4 port usb card. They seem to install ok, but when I run Motorola's "installation assistant" it says there is no connection from the pc to the modem, either with the network card or the usb card. Uninstalled and installed both. Same with the drivers. Comcast's installation wizard says it doesn't see any interface device. I also tried to use the onboard usb port where my printer was plugged in. Same thing.
I can't see the next step. Perhaps the pci slot is bad? If that was the case, then my computer wouldn't see the new hardware, but it does. Hm. Doesn't seem likely that the nic card/patch cord or the usb card/patch cords could be the problem. If that was the case then one method or the other should work. Can't be all bad.
I'm at a point where I think, maybe, that the modem is bad. ?
I'm a little burned out right now, so I don't know if any of this makes any sense, but if anybody's had any like experiences with these modems, I'd sure like to here from you. Or anybody that's got any ideas, on subject , for that matter.

 

[vailr]

Try this: use a network card, and a CAT5 cable connection to the modem. Unplug the power for the modem, for 30 seconds or so. Note: when switching between ethernet and USB connector, the power must be unplugged. Using just the modem's on/off switch is not sufficient. Check Window's Device Manager that the NIC shows up, as properly installed.
Also note: if you're trying to use the modem via a USB connection, then installing the Motorola USB modem device driver is also required. (But, do not connect the modem using BOTH ethernet AND USB).
Additionally, has Comcast provisioned the modem? This involves a phone call to Comcast, supplying them with the modem's MAC address. The modem's all 4 lights should then all be solid "ON".
You don't say which O.S. is involved. I'd suggest WinXP for easiest setup. When the network connection is present, the network icon (on the lower right next to the clock) will indicate this.

 

[TwoBills]

I called comcast and they said I should be able to self install, since I'm already a cable tv subscriber. This is what I've been trying to do, but when I get 1/2 way thru their install disc, I get an error saying the pc can't detect a network card. I've taken the nic card and drivers in and out of the device manager a couple of times w/ the same result. The same with a usb expansion card. I've tried both methods (nic and usb) and powered down the modem each time. Maybe I didn't wait long enough. I've also tried using an onboard usb port that my printer was hooked to to no avail.
I havn't given comcast a mac # cause I figure that comes later on their sofware installation. I can't get that far.
All 4 lights on the modem are on, and the tvs still work downstream of where I split the cable, so I'm pretty sure I'm ok downstream of the modem.
The device manager lists either my nic or usb card each time I reinstall, and the drivers seem to go in ok. The pc just won't talk to the modem. I was thinking the cat 5 patch cord was bad, but when I reinstall using the usb method I get the same results, so odds say it's not a patch cord.
The motorola software says there's no communication between and the comcast software says it doesn't detect a netware device, so I'm guessing that narrows it down.
I'm thinking now that my best move is to buy another surfboard and to start from scratch, then I'll have a second modem to help in the troubleshooting cycle. I don't know. Seems like it should be so simple.
BTW. I'm using an ME operating system. I know. I know.

 

[vailr]

Don't use the Comcast-supplied software. (I could never get Win98SE to connect via cable modem using that software). I'd strongly suggest upgrading to WinXP. You just connect the ethernet cable, call Comcast to provision the modem, and everything then just works. Be prepared for a long telephone trouble-shooting session with a Comcast CSR, if you stick with the WinME (it's worse than Win98SE).

 

[John]

Has Comcast provisioned the modem? Did they tell you that your signal levels are OK? If not you need to do that first.

Do not use the USB port for the modem connection.

USB = latency

Once you have connected a straight-thru cable from your NIC to the modem, and both are powered on, do you have a link light on your network card? Some cards do not have one. Does your device manager and network neighborhood list your network card? Go to start > run > winipcfg and see if your network card is listed. Do a release all and renew all. You can then try to open your web browser and type in http://192.168.100.1/ to access the Motorola Configuration Manager.

You do not need to use any Comcast software. If you still cannot get connected call Comcast and troubleshoot.

 

[TwoBills]

Well, this thing is still driving me crazy. Seems like it should be so simple.
OK, here's where I am. I didn't have the modem provisioned. I couldn't get that far in the Comcast software. My problem is the pc and the modem don't communicate, so until that happens I don't see where Comcast even comes into the picture. Am I missing something here? BTW, everybody says not to use the Comcast software. Just wondering why that is. If I don't need it for email accts. then I won't use it.
So, I've got a link light. Device manager and network neighborhood both list my network card (and say they are working properly). Ran winipcfg and the network card is listed. Did a release/renew all. Still the same thing: When I run Motorola's "installation assistant" it says "the pc isn't communicating with the modem". I've also got the proper nic driver installed. Maybe the nic card isn't compatable? Think I'll try a few different drivers and see if that does anything.
I've even tried another modem and cat5 patch cord. Nothing.
At this point I'm ready to rent a modem from Comcast and go from there. Thing is, if my pc doesn't talk to this modem, then I doubt if it will talk to theirs. I guess my next step is to call Comcast and see if I can get ahold of a tech.
I really don't think I should have to go to an XP op. sys., but I seem to be hearing that more and more lately. It's just that the ME has done everything I've needed so far and I never saw the need. Was gonna wait until I had an excuse (and the money) to try building my own. Hm, maybe I'll just forget the broadband and upgrade to XP. Nah, broadband's the next step.
Think I'll email Motorola and see what kind of response I get.
Thanks for the help, guys. If anybody has a light bulb go off, I'll 56K my way over here and check it out. Gotta a feeling I'm in for that long session with a Comcast CSR.

 

[TwoBills]

I got it! Just a matter of doing a fresh install of my nic card and adding a TCP/IP. Don't know why it didn't work before. I ended up installing the Comcast software. I'll probably find out, later, why everybody recommends against it. Thank for all the help. I wouldn't have got it w/o the info. I got on ATOT, a newbie's best friend. Now I can post my dumb questions and biased opinions a lot faster