Chapter 9: Troubleshooting Tips; Solutions - Arris SURFboard G54 DOCSIS 3.1 Wi-Fi User Manual

Troubleshooting tips
If the solutions listed in the Troubleshooting Solutions table below do not solve your
problem, please contact your service provider for assistance.
You may have to reset your G54 configuration to its original factory settings if your G54 is
not functioning properly.

Solutions

G54
problem
Cannot Send or
Receive Data
Cannot Access the
Internet
Wi-Fi Devices Cannot
Send or Receive Data
® ®
SURFboard G54 DOCSIS
Possible solution
Check each end of the coaxial cable connection on the G54 and
cable wall outlet.
Use your hand to tighten each connector, if necessary.
Check the Ethernet cable (if connected) to make sure it is properly
connected to your G54 and computer.
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, visit the
ARRIS Support website at
Check that all cable and power connections on your G54 and
computer are properly connected.
Check that the front panel LED is lit up solid.
Contact your service provider for assistance.
If the problem continues after checking the coaxial cable and
Ethernet connections and your IP address, check the Wi-Fi
Security Mode setting on the Gateway Wi-Fi Connection screen.
If you enabled Wi-Fi security and configured a passphrase on your
G54, be sure each affected Wi-Fi client has the identical
passphrase. If this does not solve the problem, check if the Wi-Fi
client supports the selected Wi-Fi security method.
®
3.1 Wi-Fi Cable Modem User Guide DRAFT Revision x.1
https://arris.com/selfhelp
Chapter 9
for assistance.
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