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Key troubleshooting points
- If you can’t connect to the Internet, it may be a problem with your own computer or your network.
- Check if any other people in your business have the same connection problem before you test any network equipment.
- If other people are online, your IT staff may need to check your computer.
- If other people are affected by connection problems, follow the troubleshooting suggestions listed below.
- Some of the troubleshooting tests listed below may cause downtime in your business. Make sure you consider potential interruptions before you run these tests.
- Shaw ensures Internet connection from our network up to the modem works properly.
- Internet connection problems in your internal business network are your responsibility, but Shaw Support can verify there’s no Shaw issues and help to point you in the right direction.
Check if the Shaw modem is online
Each Shaw modem has an online light, which should be a solid light when things are working well. If the online light is flashing, you may have a connection issue.
Online light location
- Hitron modems: lit up '@' symbol, located 4th light down on front.
- All other modems: 4 light down on front with 'Online' label.
For more on your modem and what the lights represent, choose your model from Shaw Internet Modems - Equipment Guide on the Shaw Community.
If the online light is flashing
- Find the coaxial (screw-on) cable connection between the wall and the Shaw modem.
- Unplug and then immediately reconnect the coaxial cable connections on the wall, Shaw modem and any splitters in between.
- After all connection are reconnected, wait two–five minutes.
- If the online light still doesn’t go solid, contact technical support.
Reset network equipment
Network equipment can freeze and need to be reset. There are two ways to reset your modem or router:
- Unplug and re-plug the equipment (power cycle option).
- Use the reset button on the equipment (WiFi modems only).
The power cycle option is recommended because the reset button will take the equipment settings back to factory default and any custom network names, passwords, routing settings or other important information may be lost.
To find the default network name and password find the white sticker on the top or side of the modem and refer to the SSID and Passphrase or Pre-Shared Key.
Both options will interrupt the network temporarily so schedule this reset carefully.How to use the power cycle option: (preferred)
- Turn off your computer.
- Unplug the black power cable on the back of the equipment.
- Wait 30 seconds.
- Plug the power cable back in to the back of the equipment.
- Restart your computer.
- Check your Internet connection.
If you need to power cycle the modem or router frequently, you will want to find out which device causes the Internet connectivity issues.
- Even if you only unplug the power cord to the Shaw modem, this isn’t proof the modem is failing.
- A good way to check is to bypass the router and plug a laptop directly into the modem without turning off the Shaw modem’s power.
- If this doesn’t work, contact Technical Support to test further before touching the modem.
- We may need to update the modem’s allowances to enable this type of test for you, or we might be able to see issues on the modem that can’t be seen after the modem is turned off or reset.
- This can go a long way to finding the root cause and avoid spending time trying to fix/troubleshoot/replace the wrong piece of equipment.
If you can’t connect to the Internet via WiFi but have Internet access when using an Ethernet cable restoring the modem back to factory default often will fix the issue.
- Turn off your computer.
- Locate the pinhole reset button located on the back of the Shaw WiFi modem.
- Gently press the reset button for 30 seconds with a pencil or paperclip.
- Restart your computer.
- Check your internet connection.
This process is generally the same to reset third-party routers, but you may want to consult the product manual or your IT person before you do any reset. Remember, any customized settings will be lost when doing these types of factory resets, so make sure any important info is noted before doing this type of procedure.
Check your connections & third-party equipment
If you can get online directly from the Shaw modem but not through your network, you may need to seek help from your IT person, but you can always check a few basics first.
These points are only listed here as helpful troubleshooting ideas, since Shaw can only support Shaw equipment. Computers, printers and all other networking equipment that aren’t from Shaw are outside of our support scope to fix. Troubleshooting some basics can sometimes help find the issue, or at least narrow things down for your IT person:
- Check if other computers in the business have Internet connectivity issues. It can help to narrow down if the issue is isolated to one device, a section of the business, or the entire network, especially if you know the Shaw modem is online. You might need to get an IT person to do this check.
- Make sure that all of the cable connections leading into your modem and computer are tightly connected.
- Check these cables for damage. Any kinks, cuts or abrasions on the cable length may cause connection issues, so replace any damaged cables with new ones.
- Ask your IT person to label which lights on your network equipment indicate proper function. As with Shaw’s modem “Online” light, many times only one light needs to be looked at, but it may vary with each device. Label the lights to make your troubleshooting easier.
- Check your computer’s network adapters. Especially if an issue is isolated to one PC, the issue might be a software issue, not the physical connection.
- Restart your equipment, especially if only one device is offline.
- Restart your equipment in “Safe Mode with Networking” which allows you to test just the computer’s Internet capability. This strips out all add-ons to the computer, minimizing the impact that your software, antivirus programs, and even malware might have on network access.