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Troubleshooting
This section covers some of the common problems that may occur during installation of the digital voice modem. Before calling your
service provider, follow the applicable instructions provided below to quickly resolve the problem. If the problem still exists, then you
should contact your cable service provider.
For more information on advanced troubleshooting issues and using the digital voice modem, see the SURFboard SBV6120 DOCSIS
3.0 Digital Voice Modem Installation Guide available at the Motorola website, http://broadband .motorola .com/consumers/support .
Select Digital Voice Modems to access the document.
Problem
Green POWER LED is off
- or -
All LEDs are off
SBV6120 cannot receive or
send data
No telephone service
- or -
TEL 1 or TEL 2 LED is off
TEL 1 or TEL 2 LED is
flashing (rapidly)
SBV6120 Quick Start Guide
Solution
•
Check that the AC/DC power adapter is securely plugged into the SBV6120
wall outlet.
•
Make sure the power adapter is plugged into a live electrical outlet that is
•
Check the coaxial cable connection on the SBV6120 and cable service wall outlet. Hand-tighten
cable connectors, if necessary.
•
Check that the Ethernet cable is properly connected to the SBV6120 and your computer.
•
Check the LEDs on the front of the SBV6120. Note the first LED from top to bottom that is
or flashing. This LED shows where the error occurred; see Front Panel Description on page 2
for more information.
POWER, RECEIVE, SEND, and ONLINE LEDs should always be on. LINK LED should be flashing.
•
If you do not have cable TV service, then you must contact a cable service provider.
If you have cable TV service, then you can determine if the cable system is working properly
by viewing a channel on your TV. If you cannot see a picture on the TV, then your data and voice
service will not work; you will need to contact your cable service provider.
•
Check the IP address by following the steps for your operating system in the applicable user
guide. See the SBV6120 Digital Voice Modem Installation Guide for the operating system you
are running by performing the steps in one of the following sections:
o
Verifying the IP Address in Windows Vista
o
Verifying the IP Address in Windows XP
o
Verifying the IP Address in Windows 2000
If you need an IP address, call your cable service provider.
•
If your telephone requires external power, check the AC power connection to your telephone.
•
Check that the telephone lines are properly connected to the SBV6120. If they are and the TEL
1 or TEL 2 LED remains off, the telephone line is not set up for voice service. Contact your
service provider.
•
A telephone wiring fault was detected. Check the applicable telephone wiring.
and the electrical
not switch-controlled.
off
5
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