13 Troubleshooting; Solutions - Motorola SURFBOARD SVG2500 User Manual

13 TROUBLESHOOTING

Solutions

If the solutions listed here do not solve your problem, contact your service provider. Before
calling your service provider, try pressing the reset button on the rear panel of the SVG2500.
Resetting the SVG2500 may take 5 to 30 minutes. Your service provider may ask for the
status of the lights as described in
Problem
Power light is off
Cannot send or
receive data
Problems related to
unsuccessful USB driver
installation
A wireless client(s)
cannot send or receive
data
Front-Panel Lights and Error
Possible Solution
Check that the SVG2500 is properly plugged into the electrical outlet.
Check that the electrical outlet is working.
Press the Reset button.
On the top front panel, note the first light that is off. This light indicates
where the error occurred, as described in
Conditions. If you have cable TV, check that the TV is working and the
picture is clear. If you cannot receive regular TV channels, the data service
and VoIP telephone service will not function.
Check the coaxial cable at the SVG2500 and wall outlet. Hand-tighten if
necessary.
Check the IP address. Follow the steps for verifying the IP address for
your system described in Configuring TCP/IP
you need an IP address.
Check that the Ethernet cable is properly connected to the SVG2500 and
the computer.
Remove the USB driver. Follow the appropriate procedure for your system
in Installing USB Drivers.
Perform the first four checks in "Cannot send or receive data. "
Check the Security Mode setting on the Wireless Security Page:
• If you enabled WPA and configured a passphrase on the SVG2500, be
sure each affected wireless client has the identical passphrase. If this
does not solve the problem, check whether the wireless client supports
WPA.
• If you enabled WEP and configured a key on the SVG2500, be sure each
affected wireless client has the identical WEP key. If this does not solve
the problem, check whether the client's wireless adapter supports the
type of WEP key configured on the SVG2500.
• To temporarily eliminate the Security Mode as a potential issue, disable
security.
After resolving your problem, be sure to re-enable wireless security.
On the Wireless Basic Page:
• Check whether you turned on Disable SSID Broadcast. If it is on, be
sure the network name (SSID) on each affected wireless client is identical
to the SSID on the SVG2500.
• On the Wireless Access Control Page, be sure the MAC address for
each affected wireless client is correctly listed.
122
Conditions.
Front-Panel Lights and Error
. Call your service provider if