Release STANDARD 1.6 September 2015
Touchstone CM3200 Cable Modem User Guide
Copyright ARRIS Enterprises, Inc. 2015. All Rights Reserved.
15
Chapter 5
Troubleshooting Tips
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 Front Panel LED Icons
and Error Conditions.
You may have to reset the CM3200 gateway configuration to its original factory settings if the
gateway is not functioning properly.
Solutions
Table 1.
Troubleshooting Solutions
Modem Problem
Possible Solution
POWER LED Icon is
OFF
Check the power connection on the modem and to the electrical
outlet.
Check that the electrical outlet is working.
Is the outlet controlled by a light switch? If so, disconnect the
modem power cord and connect it to another electrical outlet
that is not controlled by a light switch.
Cannot Send or
Receive Data
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 for assistance.
Cannot Access the
Internet
Check that all cable and power connections on your modem and
computer are properly connected.
Check that the Power and Online LED icons on the front panel
are lit up solid.
Contact your service provider for assistance.
