Troubleshooting Tips; Solutions; Table 5: Troubleshooting Solutions - ARRIS/Motorola SURFboard SBG6400 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
Conditions.
You may have to reset the SBG6400 gateway configuration to its original factory settings if the gateway
is not functioning properly.

Solutions

Gateway Problem
POWER LED Icon is OFF
Cannot Send or
Receive Data
Cannot Access the
Internet
SURFboard® SBG6400 Wireless Cable Modem Gateway • User Guide
This document is uncontrolled pending incorporation in an ARRIS CMS
365-095-26377-x.1
Troubleshooting Tips

Table 5: Troubleshooting Solutions

Possible Solution
• Check the power connection on the gateway and to the
electrical outlet.
• Check that the electrical outlet is working. Is the outlet
controlled by a light switch?.
If so, disconnect the gateway 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 gateway
and cable outlet. Hand tighten each connector, if necessary.
• Check the Ethernet cable to make sure it is properly connected
to the gateway and computer.
• On the front panel, check the status of the LED icons and refer
to
Front Panel LED Icons and Error Conditions
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
1-877-466-8646 for assistance.
• Check that all cable and power connections on your gateway
and computer are properly connected.
• Check that the Power, Online, and Wireless LED icons on the
front panel are lit up solid.
• Contact your service provider for assistance.
Front Panel LED Icons and Error
to identify the
ARRIS Technical Support at
46