Troubleshooting; Table 5-1 Troubleshooting Guidelines - Motorola SB5100 Series Installation Manual

Section 5

Troubleshooting

This section provides information to assist you in quickly detecting, isolating, and resolving
error conditions that might occur when using the SURFboard cable modem.
If you are still having trouble after trying the solutions found in this section, contact the
Motorola Technical Response Center (TRC) at 1-888-944-HELP. Fill out the Troubleshooting
Checklist (Table 5-2) before calling TRC.
If the SURFboard cable modem was off, it may require up to 10 minutes to scan for the
upstream and downstream channels again. Table 5-1 lists fault indications, their symptoms,
and possible resolutions:
Table 5-1
Troubleshooting guidelines
Problem
Green LED is off
POWER
Cannot receive or send
data
Possible Solution
Check that the power cord is properly plugged into the outlet and SURFboard
cable modem.
Check that the electrical outlet is working.
Press the Standby button to reconnect to the Internet service.
Press the Reset button.
Check the LEDs. From top to bottom, note the first LED that is off. This LED
indicates where the error occurred. If the first LED that is off is:
Receive
During startup, the downstream receive channel is not acquired.
During normal operation, the downstream receive channel is
lost.
Send
During startup, the upstream transmit channel is not acquired.
During normal operation, the upstream transmit channel is lost.
Online During startup, the IP registration was not successful.
During normal operation, the IP registration is lost.
Power The modem may be in standby mode, press the Standby
button.
Verify that the TV is working and has a clear picture.
Check the coaxial cable at the modem and outlet and hand-tighten if
necessary.
Check the IP address (follow the steps in Section 3, "Installation and
Operation").
SURFboard cable modem Installation Manual