Internet and video User guide 2015-2016 1 TM
Contents 1 1 3 4 5 7 8 12 13 Setting up your Internet Connecting Registering Adding a device that has a Web browser Adding a device that does not have a Web browser Adding a personal router Network troubleshooting Connecting your video Video troubleshooting
Setting up your Internet What do I need to get started? Ethernet cable with a network interface card installed on your device or Wireless card installed on your device General recommendations Clear your browser cache and cookies. Turn off File and Printer Sharing. Run any Software Updates for your computer or device and turn on automatic updates if available. Run Anti-Virus & Anti-Spyware software and turn on your firewall. (See page 11 for free software recommendations.) Plug your computer into a surge protector (many power strips have one built-in). Use your device s Help system to find information on Network Setup. To get connected to our network: 1. Physically or wirelessly connect to the network (see page 2). 2. Register your computer with Pavlov Media (page 3). Wired vs. wireless connection If available, a wireless connection is very convenient; however, a wired connection is faster than a wireless connection. For best performance, use your wired connection. Connecting Ethernet setup Minimum system requirements 10/100 Base-T network interface card (also referred to as an Ethernet card or NIC) Ethernet data cable (Cat5 or better)
Standard Ethernet setup Plug one end of the Ethernet cable into the wall jack and the other end into the back of your computer. Once plugged in, you should be connected. What if my Ethernet cable isn t working? Verify cable is firmly seated in wall jack and the back of your computer. Try a different Ethernet cable if you have one. Try a different wall jack. Wireless setup Minimum system requirements Wireless G, N, or AC card installed and confirmed active Standard wireless setup Unplug the Ethernet data cable if present. Use only certified drivers whenever possible. 1. On your computer, click the wireless icon that allows you to search for wireless networks. Note: Some networks are named by the property, some are labeled Pavlov Media and some are labeled by unit. Please contact your property manager if you are not sure which network to connect to. 2. Connect to the wireless network. What if the wireless connection isn t working? Is your wireless card turned on? Most laptops have an On/Off button. Please refer to your vendor s instructions. Check the signal strength and make sure you re still connected. If you ve moved your computer, you may need to select another designated Pavlov Media connection with better signal strength.
Registering How do I register? 1. Open a Web browser such as Internet Explorer, Chrome, Firefox, Safari, etc. 2. Attempt to navigate to your favorite website. The Welcome screen appears. If you do not see it, navigate to register.pavlovmedia.net. I am seeing a security errror. What does this mean? It s normal to see security errors in some cases before you activate your service. This is a legitmate web site from Pavlov Media, your Internet Service Provider (ISP). In order to activate your Internet service, we need to obtain some basic information. We aren t compromising your confidential traffic. 3. On the Welcome screen, click Sign up now. Or, if you already have a Pavlov Media account, enter your username and password to log in. 4. You will see the speeds available at your property. Your property may have multiple speed options. Select the plan that works best for you and click Next.
5. Enter your information to create your account. Click Next. 6. Enter your contact information and click Next. 7. If you selected an upgrade, a Billing screen appears. Enter your billing information and click Next. A Confirmation screen appears, asking you to review the information you have provided. 8. If everything on the Confirmation screen is correct, click Finish. If you need to make changes, select Start Over. 9. Read and agree to the User Services Agreement by clicking I Agree. You re now registered. You may want to print or save a copy of the Registration Complete page for your records. 10. Restart your computer to begin using the web. Adding a device that has a Web browser If your device has a Web browser (like XBox, PS3, or Nintendo Wii), you can use the browser to register the device just as you would on your computer or smart phone. 1. Open the Web browser on the device you re adding. 2. You should see a signup page where you can log in. If not, navigate to register.pavlovmedia.net or your favorite website. 3. Log in to your account. If you ve forgotten your password, click I forgot.
4. After you ve logged in, click Devices. The Devices page appears, with a summary of your registered devices. 5. Click Add Another. Give the device a description so you can easily identify it later. Note: If you have more active devices than your package allows, you will be asked to select a device to deactivate. 6. Click Save to update your devices. The device is now added. Adding a device that does not have a Web browser If your device does not have a browser, you will need to register its Media Access Control (MAC) address manually. What is a MAC address? A media access control (MAC) address is a unique identifier attached to a network interface or wireless card. The network interfaces or wireless cards in two different computers will have two unique identifiers. Locating your device s MAC address MAC addresses are a combination of 12 digits and letters and appear in this format: 50-E5-49-54-C7-3E (example). We ve included instructions for finding the MAC address on popular devices. For instructions on finding the MAC address on devices that we do not cover here, visit kb.pavlovmedia.com and read the Finding Your MAC Address article.
How do I locate my MAC address on my iphone/ipad? 1. From the Home screen, navigate to Settings>General>About. Scroll down and find the Wi-Fi Address. This is your MAC address. How do I locate my MAC address on Apple TV? 1. From the Main menu, navigate to Settings>About. Your MAC address is listed as your Wireless ID or Ethernet ID. How do I locate my MAC address on Android? 1. From the Home screen, navigate to Settings>About Phone> Status. 2. Scroll down and find the Wi-Fi MAC Address. Adding a device using the MAC address Once you ve located the MAC address for your device, you re ready to register the device. 1. Open the browser and navigate to register.pavlovmedia.net. You should see the Pavlov Media Welcome screen. 2. If you ve signed up with another device already, enter your username and password to log in. 3. After you ve logged in, click Devices. The Devices page appears with a summary of your registered devices. 4. Click Add Another. 5. Give the device a description so you can easily identify it later and enter the device s MAC address. Note: If you have more active devices than your package allows, you will be asked to select a device to deactivate. 6. Click Save. The device is now added and will appear on the Devices page.
Adding a personal router Can I bring my own router? Personal routers are allowed on the network, but we do not provide technical support for these devices. They should only be used in special circumstances, and we recommend NOT using one. Cable/DSL combo routers are not allowed on the network. 1. Connect the Internet/WAN port to your wall jack. 2. Connect the LAN ports (1-4) to your computer and other equipment (such as game systems). Ports 1-4 connect your computer and other equipment Connect to wall jack Connecting your router Be sure to follow the directions from your router manufacturer. Never connect the cable from the wall jack to a numbered port. If you do, your router becomes a rogue server causing interruptions to others on the network. This will cause Pavlov Media to block your connection until the situation is corrected. 3. Using your computer, tablet or smart phone, navigate to register.pavlovmedia.net and log in. 4. After you ve logged in, click Devices. The Devices page appears with a summary of your registered devices. 5. Click Add Another. 6. Give the router a description so you can easily identify it later and enter the router s MAC address. Note: Refer to the instructions included with your router for details on how to find the MAC address. 7. Click Save. The router is now added and will appear on the Devices page. 8. Reboot the router.
Network troubleshooting Our Customer Support Team is available 24/7: 888.4.PAVLOV (888.472.8568) pavlovmedia.com/content/support Quick tips Check your cables Windows & MAC Make sure your cables are connected. Unplug the Ethernet data cable from the wall and the computer, then plug it back in. Make sure you have the correct cables. If another Ethernet jack is available, try using it. Power cycle your equipment Restarting your router and computer can restore service. 1. Turn off all equipment for 20 seconds. 2. Turn on your system, starting at the wall. For example, power up your router, wait one minute then turn on your computer. Check the network settings [For Windows 7 or Vista] 1. Click the Start button. 2. Click on Control Panel on the menu. 3. Click on Network and Sharing Center. 4. Click on Change Adapter Settings on the left side of the window. 5. Right click on Local Area Connection and select Properties. 6. Make sure these are checked: Client for Microsoft Networks Internet Protocol Version 4 (TCP/IPv4)
Note: Internet Protocol Version 6 (TCP/IPv6) should not be checked. If it is, uncheck the box. 7. Double click Internet Protocol Version 4 (TCP/IPv4). 8. Make sure that Obtain an IP address automatically and Obtain DNS server automatically are selected. If they are not selected, set both to Obtain automatically and select OK twice. 9. Reboot the computer for any changes you have made to take effect. [For Windows 8] 1. From the Start menu, open the Control Panel. 2. In the Control Panel, click Network and Internet. 3. Type getmac at the command prompt to check the network card settings. 4. The IP number and MAC address are listed under the appropriate adapter as IPv4 Address and Physical Address. 5. You can copy the Physical Address and IPv4 Address from the command prompt by right clicking in the command prompt and clicking Mark. 6. Select the text you want to copy with the mouse and hit the Enter key to copy it. You should now be able to paste the text elsewhere using the standard clipboard paste function. Check the proxy settings Using a proxy server can interfere with service. Your computer could be using a proxy server if it was previously quarantined by Pavlov Media. 1. Open Internet Explorer. 2. Select Tools, then Internet Options. 3. Select the Connections tab. 4. Click the LAN Settings button. 5. In the LAN Settings window, under Proxy Settings, verify that nothing is checked or filled. 6. Click OK. 7. Reopen Internet Explorer to see if the issue has been resolved.
Check the IP address Windows 1. Go to Start and select Run. 2. In the Run window, type cmd and press Enter. 3. When the command prompt appears, type the command ipconfig/all and press Enter. 4. Under Ethernet Adaptor Local Area Connection, you ll find one of three things: Media State: Media Disconnected Auto-Configuration IP Address IP Address 5. For Media State: Media Disconnected, check your cables. For Auto Configuration IP Address, try renewing your DHCP lease by typing ipconfig/release followed by ipconfig/renew. For IP Address, you should have functioning Internet access. If you are still experiencing problems, contact us. Connection speed checklist Do the following if your connection feels slow: If using a personal router, make sure it is secured so other customers cannot use your bandwidth. Disable any file sharing software. Scan and remove any spyware/malware/viruses. Close any bandwidth-intensive web sites. Close additional programs you are not currently using to conserve memory. Test your speed by visiting pavlovmedia.speedtest.net. Support sites Windows Support Microsoft Knowledge Base support.microsoft.com Page Cannot Be Displayed support.microsoft.com/kb/956196
Apple Support Apple Quick Assist apple.com/support/quickassist Router Manufacturer Support Netgear Support support.netgear.com 1-888-NETGEAR Linksys/Cisco Support linksys.com/us/support (800) 326-7114 Belkin Support belkin.com/us/support (800) 223-5546 Asus Support support.asus.com 888-678-3688 D-Link Support dlink.com/support (877) 354-6555 Gaming System Support PlayStation support.us.playstation.com Xbox support.xbox.com/en-us/ Helpful software vendors Free Spyware Removal Software Applications Spybot Search & Destroy safer-networking.org Ad-Aware lavasoft.com Malware Bytes malwarebytes.org Super Antispyware superantispyware.com Free Anti-Virus Software Applications AVG free.avg.com/us-en/homepage avast! antivirus avast.com/en-us/index Bit Defender (online scanner) bitdefender.com House Call (online scanner) housecall.trendmicro.com Free Firewall Software Applications Microsoft Security Essentials windows.microsoft.com/en-us/ windows/security-essentials-download
Connecting your video To get connected, you need a coaxial cable and a cable-ready TV. Your TV remote control or front-panel buttons must be accessible. Programming your television Follow these steps to program your television (all televisions differ slightly): 1. Connect the coaxial cable from the wall plate video connection to your television input. 2. Go into Menu mode. 3. Select Channel Setting. 4. Enable Cable or CATV (do not select antenna mode). 5. Perform Channel Scan. If you do not receive a signal for your analog channels, see page 13 for suggestions. Smart TV If you have a Smart TV, we recommend that you use a wired connection to connect your TV to the Internet. A wireless connection is very convenient; however, a wired connection is faster than a wireless connection. For best performance, use your wired connection. Note: You will need to register your Smart TV just like your other devices. See the instructions for Adding a device. Digital QAM Tuner HD video services require your TV to have a digital QAM tuner. Most HD or digital TVs sold after 2006 have an internal digital QAM tuner. To find out if your TV has a digital QAM tuner: Check your TV s owner s manual or website. A good place to start is in the Specifications section. Look for QAM tuner capabilities in the section with antennas and tuners. Check your TV remote control. If your remote has a dot (.) or dash (-), your TV probably has an internal digital QAM tuner. Check your manual for scanning or manual channel instructions. If your TV does not have a digital QAM tuner, you can find one on Amazon or comparable sites.
Video troubleshooting Please verify your cables are securely fastened to your TV and wall jack. My remote control does not affect the television. What can I do? Weak batteries are almost always the problem. Try changing channels and turning the power on and off using the buttons on the front of your receiver. If that works, it s time to replace the batteries in your remote. Why is my screen black, snowy or blue? Checking the following may correct the issue: Check your cable connections and tighten them if loose. If you use an Audio/Video or S-Video connection, verify the television is tuned to 00, Video 1, Video 2, Video 3 or another input setting. Use the INPUT or SOURCE button on the remote control to toggle these settings. Why can t I view HD channels? Checking the following may correct the issue: Check that your TV has a digital QAM tuner (see page 12). Perform a channel scan (see page 12).
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