Frequently Asked Questions

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Installation/Configuration


When I double-click the Zoom Web Console to access http://10.0.0.2, my web browser doesn't find the page.

Try doing the following:

1. If you are using Windows, verify that your web browser is configured for LAN mode or to never dial a connection. Refer to the instructions in the Zoom ADSL Modem User's Manual (click Documentation on the main menu of the Zoom ADSL CD).

2. Make sure that you have configured the TCP/IP properties of your Ethernet card. You may need to release and renew the IP address. Refer to the instructions in the Zoom ADSL Modem User's Manual (click Documentation on the main menu of the Zoom ADSL CD).

3. Restart the modem and computer. If the modem's LINK LED is not blinking, turn the modem off, wait 5 seconds, and turn the modem on. If the LINK LED is still not blinking (which means the modem is not performing its startup sequence), the modem will need to be serviced. For Technical Support and Warranty Service, click Customer Support of the main menu of the Zoom ADSL CD.

After restarting the modem, the LINK LED should turn on. If not, continue to the next FAQ and then return to Step 1 above).

4. Disable any software that could potentially prevent access to the Internet or Internet-enabled devices. Also, firewall software and web browser utilities (such as ad blockers) may have HTTP blocked. You may need to restart the computer after making these changes.

5. Recheck all cable connections and make sure that your Ethernet card is installed and configured properly.

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In the Zoom Web Console, when I click the Confirm button, why do I get the message "Network cable is unplugged"? (Zoom ADSL USB)

The modem is in the process of rebooting. No user action is required.

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There are two RJ-11 phone jacks on the back of the Zoom ADSL USB modem. Which one should I use for the ADSL line? (Zoom ADSL USB)

Either phone jack can be used.

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The LINK LED is not blinking, but the PWR LED is solid.

Turn the modem off, wait 5 seconds, and turn the modem on. If the LINK LED is still not blinking (which means the modem is not performing its startup sequence), the modem will need to be serviced. For Technical Support and Warranty Service, click Customer Support of the main menu of the Zoom ADSL CD.

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How do I know if my ADSL line is working (i.e., physically connected to the DSLAM)?

The modem's LINK LED should be solid green. Also, in the Zoom Web Console (http://10.0.0.2), on the ADSL Status screen, the ADSL Line State status should indicate "SHOWTIME."

Note: A DSLAM (Digital Subscriber Line Access Multiplexer) is a device that takes a number of ADSL subscriber lines and concentrates them into a single ATM line. Zoom ADSL modems are interoperable with all major DSLAM manufacturers.

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What is the maximum throughput of my ADSL line?

In the Zoom Web Console, on the ADSL Status page, Data Rate will list the upstream and downstream data rates in kbps (kilobits per second).

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If I have a static IP address allocated to my ADSL line, can I use the Zoom ADSL modem in non-NAT (Straight Bridge) mode? Basically, I want my computer to receive a public IP address.
If you have a static IP address, then PPPoE or PPPoA is probably not being used and you will need to configure the modem as a Straight Bridge. Follow these steps:

1. Open the Zoom Web Console (http://10.0.0.2) and click Basic Setup.
2. From the Encapsulation drop-down menu, select 1483 Bridged IP LLC.
3. From the Bridge drop-down menu, select Enabled.
4. Click the Save Changes button and then the Write Settings to Flash and Reboot button. (BACK TO TOP)

Does the Zoom ADSL modem support VPN pass-through?
Yes. The Zoom ADSL X3 and X4 modem supports PPTP, L2TP, and IPsec tunneling mode. No additional configuration is required. (BACK TO TOP)

I can't connect to the Internet after plugging in my ADSL line.

Verify that the modem's LINK LED is solid green and not blinking. Also, in the Zoom Web Console, on the ADSL Status screen, the ADSL Line State status should indicate "SHOWTIME." If not, contact your ADSL service provider and verify that your ADSL line is activated. (BACK TO TOP)

How can I tell if there is PPP connection to the ADSL service provider?

In the Zoom Web Console, on the Advanced Setup page, click the PPP Status button. The first row (0) should indicate "Connected" under the Status column.

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I connected the ADSL modem to an Ethernet hub, but I can't connect to the Internet. When I try to access a web site, I get a Dial-Up Networking message saying it cannot find the modem.

Follow the steps below in this order:

1. If you are using Windows, verify that your web browser is configured for LAN mode or to never dial a connection. Refer to the instructions in the Zoom ADSL Modem User's Manual (click on Documentation in the main installation menu of the Zoom ADSL CD).

2. Make sure that you have configured the TCP/IP properties of your Ethernet card. You may need to release and renew the IP address. Refer to the instructions in the Zoom ADSL Modem User's Manual (click on Documentation in the main installation menu of the Zoom ADSL CD).

3. Restart the modem and computer. Note: The modem's LINK LED should be on.

4. If you are using firewall software and/or Internet ad blocking software, disable it. You may need to restart the computer after making this changed.

5. The modem's LINK LED should be a solid green. Also, in the Zoom Web Console, on the ADSL Status screen, ADSL Line State should show "SHOWTIME." If not, contact your ADSL service provider and verify that your ADSL line is activated.

6. Make sure that you have entered the correct user name and password (if require) for your Internet account. This information is provided from ADSL Internet service provider.

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My Internet connection freezes, usually when I try to download a file or visit a website that has heavy graphics or animations. However, the LINK LED on the modem stays solid green. What is causing this problem?

It has come to our attention that when the MTU setting in the system registry is set too high, it can cause an external ADSL modem to "freeze" or "lock up." You can easily resolve this by using a utility program to maximize the efficiency of your broadband Internet connection. One good program is DrTCP (click here for more information and to download).

The normal MTU setting for PPPoE and PPPoA is 1492. You can check with your ADSL service provider to see if they have a recommended setting but we have found that changing the MTU to 1430 or even 1400 will resolve the freeze problem. Your should reset the modem after making this change.

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When I connect the ADSL modem to a hub or switch, why do I lose Internet access?

There may be a problem with the cable connection. Use a standard Ethernet cable when connecting the modem to an "uplink" port of an hub or switch. Use a crossover Ethernet cable when connecting the modem to a standard LAN port. The modem's LAN LED will turn on when there is a good cable connection.

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How do I open a range of ports in the NAT firmware or use the Zoom ADSL modems Virtual Server or DMZ features? Some applications such as on-line games and NetMeeting use dynamic ports.

The Zoom ADSL X3 and X4 modems are not UPnP enabled and therefore do not allow port ranges to be opened. However, you can configure the modem as a PPP Half Bridge or enable the Virtual Server or DMZ features. Virtual Server and DMZ are preferred for on-line gaming.

PPP Half Bridge

If your ADSL service provider uses PPPoE or PPPoA encapsulation, you can enable PPP Half Bridge, which mode bypasses the NAT protocol. When you enable this mode, it passes the WAN IP address (issued by the ADSL service provider) though the ADSL modem to the remote user's computer. This will allow games and applications like NetMeeting and MSN Messenger to authenticate an IP address. However, this will only allow one computer to access the Internet!

To enable PPP Half Bridge, follow these steps:

1. Open the Zoom Web Console (http://10.0.0.2), click Advanced Setup, and click the Misc Configuration button.

2. If you are using PPPoA encapsulation, from the PPP Half Bridge drop-down menu, select Enable.

3. Click the Save Changes button and then the Write Settings to Flash and Reboot button.

4. Now you must change encapsulation setting from the default the PPPoE LLCSNAP to PPPoA VCMUX. To do this, click Basic Setup. Then from the Encapsulation drop-down menu, select PPPoA VCMUX.

5. Click the Save Changes button and then the Write Settings to Flash and Reboot button.

6. Verify that your TCP/IP properties are set for DHCP. You may need to release and renew the IP address. Refer to the instructions in the Zoom ADSL Modem User's Manual (click on Documentation in the main installation menu of the Zoom ADSL CD).
Note: The IP address should be the same as the WAN status IP Address, which is located on the System Status page of the Zoom Web Console

Virtual Server

Open the Zoom Web Console, click Advanced Setup, and then click the Virtual Server button. Verify that the HTTP port (80) is enabled and the Host IP Address is correct:
Public Port : 80
Private Port : 80
Port Type : TCP
Host IP Address : 10.0.0.15 (where "15" is your server's IP address)

On the server system, enter the IP address of the Zoom ADSL modem (default is 10.0.0.2) for the gateway IP addtress.

Note: If you need to pass anything that is not called though a web page, then you will need to determine what port it uses.

DMZ

Iff you set the IP address of your computer into the DMZ , this will bypass the router configurations. You will be able use your applications, but you will not be protected by the firewall. To enable the DMZ feature, refer to the instructions in the Zoom ADSL Modem User's Manual (click on Documentation in the main installation menu of the Zoom ADSL CD).

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How do I open up HTTP port 80 to allow users to access my web server? I have enabled this feature on the ADSL modem, but when I try to access my web server from outside, I get "page not found."

First, make sure that you are not using any software that could potentially prevent access to the Internet or Internet-enabled devices. Also, firewall software and web browser utilities (such as ad blockers) may have HTTP blocked. You may want to disable or unistall these programs upon your review.

You should also attempt to access your web server from a remote location by pinging the address using both the domain name as well as an IP address. This can be accomplished from the command prompt of the client PC (e.g., "ping www.zoom.com"). If you are able to ping your web site from there, then there are configuration issues with your web site or hosting company.

Try enabling the Virtual Server feature. Refer to the Zoom ADSL Modem User's Guide.

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