Chapter 9
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 the G34/G36
Wi‑Fi
cable modem configuration to its original factory
settings if the G34/G36 is not functioning properly. See
(page 60)for more information.
Solutions
problem
Possible solution
Cannot Send or
Receive Data
Check each end of the coaxial cable connection on the 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 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, contact your
service provider or call ARRIS Technical Support at
1-877-466-8646
for assistance.
Cannot Access the
Internet
Check that all cable and power connections on your and computer
are properly connected.
Check that the front panel LED is lit up solid.
Contact your service provider for assistance.
Wi-Fi Devices Cannot
Send or Receive Data
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 the ,
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.
SURFboard
®
G34/G36 DOCSIS
®
3.1 Wi-Fi
®
Cable Modem User Guide STANDARD Revision x.3
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