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Overview
Troubleshooting
If the solutions listed here do not solve your problem, contact your cable provider. Before calling your cable
provider, try pressing the reset button on the rear panel. Resetting the SBG940 may take 5 to 30 minutes. Your
service provider may ask for the status of the lights as described in
Problem
Possible Solutions
Power light
Check that the SBG940 is properly plugged into the electrical outlet.
is off
Check that the electrical outlet is working.
Press the Reset button.
Cannot send or
On the top front panel, note which is the first light (starting from the left) that is off. This light
receive data
indicates where the error occurred as described in "Front-Panel Lights and Error 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 will not function.
Check the coaxial cable at the SBG940 and wall outlet. Hand-tighten if necessary.
Check the IP address. Follow the steps for verifying the IP address for your system. See
"Configuring
Check that the Ethernet cable is properly connected to the SBG940 and the computer.
Problems related to
Remove the USB driver. Follow the appropriate procedure for your system in
unsuccessful USB
USB
driver installation
The SBG940 Setup
The web cache is full or close to full. In Internet Explorer, choose Internet Options from the
Program will not
Tools menu, and click the General tab. Click Delete Files and Clear History. Then try
start
the SBG940 Setup Program
A wireless client(s)
Perform the first four checks in "Cannot send or receive data."
cannot send or
Check the Security Mode setting on the
receive data
•
•
•
On the
•
•
For detailed information, see
Slow wireless
On the Wireless > SECURITY — basic Page, check whether the WPA Encryption type is
transmission speed
TKIP. If all of your wireless clients support AES, change the WPA Encryption to AES as
with WPA enabled
described in step 4 in
SBG940 User Guide
Installation Troubleshooting
Configuration: Basic Gateway TCP/IP Wireless USB
TCP/IP". Call your cable provider if you need an IP address.
Driver".
If you enabled
WPA
and configured a passphrase on the SBG940, 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 SBG940, be sure each affected wireless
client has the identical WEP key. If this does not solve the problem, check whether the client
wireless adapter supports the type of WEP key configured on the SBG940.
To temporarily eliminate the Security Mode as a potential issue, select None and click Apply.
After resolving your problem, be sure to re-enable wireless security.
Wireless > SECURITY — advanced
Check whether you turned on Disable ESSID Broadcast. If it is on, be sure the network
name (ESSID) on each affected wireless client is identical to the ESSID on the SBG940.
Check whether you enabled Allow Only Listed Stations Access. If you did, be sure the
MAC address for each affected wireless client is correctly listed.
"Configuring WPA on the
Contact
FAQ
"Front-Panel Lights and Error
again.
Wireless > SECURITY — basic
Page:
"Setting Up Your Wireless
SBG940".
Specifications Glossary License
Conditions".
"Setting Up a
Page:
LAN".
Starting
87
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