Troubleshooting Sync-No-Surf

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Confirming the problem

If you have no internet access at all, you'll first want to determine whether or not you have a physical connection between you and Sonic. This physical connection is referred to as "sync". The easiest way to check for sync is to look on your residential gateway for an indication of what the Broadband light is doing. A solid green broadband light indicates you have sync. A blinking light indicates no sync.

If the Broadband light on your residential gateway is on steadily green and not blinking (if you have just rebooted the RG, please wait for up to 10 minutes for the Broadband light to remain solidly on) but you cannot get online, this is a Sync-No-Surf issue. Please read below for Sonic's suggested troubleshooting steps that solve the majority of "Sync-No-Surf" issues. If you see a blinking green Broadband light, see our Troubleshooting No Sync section.

If your Broadband and Service lights are both green, but you cannot connect to the wireless network, see our Wi-Fi Troubleshooting section.


Summary

Here's a quick list of useful steps to try. If you're interested in reading more about the troubleshooting step, click on it to read the full description below. If you are able to try some of the below troubleshooting steps but not all of them, that's okay! Anything you've already tried provides our support team with valuable information, and helps us solve your problem faster.


Did I fix it?

If you are able to use any of the below steps to identify a potential problem, you'll want to check in with your computer to see if you're able to get online. Your computer may not always pick up new network changes right away, so we recommend rebooting your computer after performing any of these troubleshooting steps to force it to update its network information. If you cannot get online after the restart, continue reading the article!

Restart your Residential Gateway

Unplugging the power cable from your residential gateway for thirty seconds, then turning it back on can often clear errors that prevent it from establishing an internet connection. When the RG starts back up, it can take up to ten minutes for it to find the signal for the first time. Subsequent reboot times will be faster because the RG remembers the settings that worked last time.

Unplug-power.gif

While starting the gateway is always a good first step to take, it isn't something you should have to do frequently! If you're finding that too often, the RG needs a restart, please let Support know.

Service Light is Red

While the Broadband light on your equipment indicates if the residential gateway has a physical connection to Sonic, the Service light tells you if the RG has an internet connection. After you've rebooted your RG in the previous step, if the service light still comes back red, please check out the following steps.

Check for Outages

At Sonic, we are as open as possible about network outages in your area. Major outages are always posted at https://corp.sonic.net/status/ . You can receive updates on outages by following @sonic_status on Twitter. If your internet's down but your mobile phone still has internet access, check our outage page to see if it's everyone or just you. When an outage is cleared, we will update the blog page and send another tweet with a status update.

Check your Sonic email

If you're moving or upgrading your service, adding or removing static IPs, or you might be a little behind on your bill, we send all status notifications to your primary Sonic email address. In almost all cases, we will also be sending these notifications to your preferred contact email address as well, even if that address isn't with Sonic.

If you don't already have a mail client set up to check your Sonic email, you can login to webmail.sonic.net and check your email from there.

Factory Reset your RG

Note: Customers using AT&T branded equipment should not proceed with this step! If your RG has an AT&T logo on it, please skip this step and contact Sonic Support.

If your residential gateway still can't get online after a reboot, and there are no outages in your area, we recommend resetting your RG back to factory defaults. This will clear out any problematic settings or errors within the gateway preventing it from getting online. Please be aware that performing a factory reset will also lose any changes you may have made to your wireless network and firewall settings. If you have changed your wireless network name, for instance, you will need to rejoin the network with the default name on the side of the RG after the reset is complete.

To factory reset your RG:

  • Hold the red reset button on the back of the gateway down until you see the power LED go from green, to blinking red, to solid red, back to green. This process takes approximately 60 seconds to complete.
  • When the power LED turns back to green, you should see all other LEDs on the RG go dark. Now you can release the reset button.
  • Allow up to ten minutes for the gateway to automatically reboot and re-attempt to connection to the internet after you've released the reset button.

Service Light is Green

If the service light on your residential gateway is green, this is a great sign! Your RG can get online, and you're not far away from getting your computer back online too. If your service light had been red and just now turned green, it's worth rebooting your computer again to see if that fixes the problem.

Try a Different Website

If your computer cannot get online, make sure it's not just the website you're trying to get to. Can you get to Sonic from your computer? Does Wikipedia work? Can you check your email? If only one website is down, the problem is likely with the website itself and not your internet connection. If only one website is down for you, you can check to see if it's down for people with other internet providers using websites like downforeveryoneorjustme.com or isitdownorjust.me.

Try a Different Browser

Sometimes, your browser settings can be changed in a way that prevents you from viewing webpages, even though you're technically connected to the internet. If trying another browser fixes the problem, Tech Support can help you go through your browser settings to find the problem. Of course, this step only works if you already have another browser installed.

Apple

Safari is the default browser for Apple products. If you normally use Safari but it's suddenly stopped working, try Firefox or Chrome. If you're already using Firefox or Chrome and find that you're no longer able to surf the internet, try Safari!

Windows

Internet Explorer or Microsoft Edge is the default browser for Windows-based computers. If it has suddenly stopped working, try Firefox or Chrome. If you're already using Firefox or Chrome and find that you're no longer able to surf the internet, try Internet Explorer or Microsoft Edge!

Restart Your Computer

There's a reason this is one of the most common first suggestions from Tech Support! Turning off your computer for a full minute can clear your system of potential operating system errors, and it forces your computer to refresh its network settings. After you make any changes to your internet setup, it's always advisable to restart your computer.

Surf to the RG

Your residential gateway is your gateway to the internet! If you can get to https://192.168.42.1 from a computer connected to your RG, but you cannot get to any other websites, this tells us that your computer settings are likely fine. If you've already factory reset your RG and you can surf to the gateway but nowhere else, it's time to contact Sonic Support.

Try another device

If you cannot surf to the residential gateway, the problem could be with just that computer. If you have another device, even if it's a phone or tablet, try connecting that to your Sonic RG.

Confirm You're Joining the Right Wireless Network

Sometimes, if you've connected to a wireless network (or a different network with the same name) before, your computer will automatically try to use it, instead of your Sonic network. Check to make sure you're connected to your Sonic network:

Windows

Find the wireless icon in your system tray (in the bottom right hand corner of your screen and) and click on it to display a list of available networks. The network you're currently connected to is listed in a bold font.

Check-the-network-pc.png

Mac

Find the wireless icon (in the top right hand corner of your screen and) and click on it to display a list of available networks. The network you're currently connected to has a check mark by it.

Check-the-network-mac.png

Check Your TCP/IP Settings

Some programs may automatically update your TCP/IP settings, or you may have needed to change them to use a different network. Unless you have a static IP, you should be setting your computer to pick up its IP address and DNS server settings using DHCP. Here's how to check that this is still the case.

Windows-dhcp.png

Windows

  1. In the Windows search bar, search for 'View network Connections. Click on the icon once it loads.
  2. Right click on the appropriate adapter, and click Properties. For wired connections, choose Ethernet. For wireless connections, choose Wi-Fi.
  3. Select Internet Protocol Version 4 (TCP/IPv4) and click the Properties button.
  4. Ensure the radio buttons for both "Obtain an IP address automatically" and "Obtain DNS server addresses automatically."
  5. Click OK.
  6. Click OKagain.

Apple

Apple-tcpip.png
  1. Open System Preferences, located within the Applications folder, or from spotlight by clicking the magnifying glass icon from the top right hand side of the screen and typing "System Preferences."
  2. Click the Network icon.
  3. On the left of the menu, click on the relevant device. For wired connections, select Ethernet. For wireless, select Wi-Fi.
  4. If you are using a wireless connection, click the "Advanced" button. If you're using a wired connection, you can skip this step.
  5. On the TCP/IP tab, ensure that the "Configure IPv4" drop-down menu has selected "Using DHCP."
  6. If you are using wireless, click OK. If you're using a wired connection, you can skip this step.
  7. Click Apply.

Contact Support

If you've attempted the listed troubleshooting steps and still have not resolved the problem, please contact Sonic Support!. Be sure to let them know the troubleshooting steps you've already tried, so we don't ask you to repeat anything.