Troubleshooting Tips; Solutions; Table 5: Troubleshooting Solutions - Arris SURFboard SB6190 User Manual

Troubleshooting Tips

A
If the solutions listed in this section do not solve your problem, contact your service provider for
assistance.
Your service provider may ask for the status of the LEDs as described in
and Error Conditions.
You may have to reset the SB6190 modem configuration to its original factory settings if the
modem is not functioning properly.

Solutions

Modem Problem
POWER LED Icon is OFF
Cannot Send or Receive
Data
SURFboard SB6190 Cable Modem • User Guide
365-095-28610 x.2 Copyright 2015 ARRIS Enterprises, Inc. All rights reserved.
Troubleshooting Tips

Table 5: Troubleshooting Solutions

Possible Solution
Check the power connection between the cable modem and
electrical wall outlet.
Check that the electrical wall outlet is working. Is the outlet
controlled by a light switch? If so, disconnect the cable modem
power cord and connect it to another electrical outlet that is not
controlled by a light switch.
Check each end of the coaxial cable connection on the modem and
cable outlet. Hand tighten each connector, if necessary.
Check the Ethernet cable to make sure it is properly connected to
the modem and computer.
On the front panel, check the status of the LED icons and refer to
Front Panel LED Icons and Error Conditions to identify the
problem.
If you have cable television service, check your television to ensure
your cable service is operating properly.
If none of the above solutions resolves the problem, contact your
service provider or call ARRIS Technical Support: 1-877-466-8646
for assistance.
Front Panel LED Icons
18