5
SBV6120 Quick Start Guide
Troubleshooting
This section covers some of the common problems that may occur during installation of the digital voice modem. Before calling your
service provider, follow the applicable instructions provided below to quickly resolve the problem. If the problem still exists, then you
should contact your cable service provider.
For more information on advanced troubleshooting issues and using the digital voice modem, see the
SURFboard SBV6120 DOCSIS
3.0 Digital Voice Modem Installation Guide
available at the Motorola website,
http://broadband .motorola .com/consumers/support .
Select
Digital Voice Modems
to access the document.
Problem
Solution
Green POWER LED is
off
- or -
All LEDs are
off
Check that the AC/DC power adapter is securely plugged into the SBV6120
•
and
the electrical
wall outlet.
Make sure the power adapter is plugged into a live electrical outlet that is
•
not
switch-controlled.
SBV6120 cannot receive or
send data
Check the coaxial cable connection on the SBV6120 and cable service wall outlet. Hand-tighten
•
cable connectors, if necessary.
Check that the Ethernet cable is properly connected to the SBV6120 and your computer.
•
Check the LEDs on the front of the SBV6120. Note the first LED from top to bottom that is
•
off
or
flashing
. This LED shows where the error occurred; see
Front Panel Description
on page 2
for more information.
POWER, RECEIVE, SEND, and ONLINE LEDs should always be
on
. LINK LED should be
flashing
.
If you do not have cable TV service, then you must contact a cable service provider.
•
If you have cable TV service, then you can determine if the cable system is working properly
by viewing a channel on your TV. If you cannot see a picture on the TV, then your data and voice
service will not work; you will need to contact your cable service provider.
Check the IP address by following the steps for your operating system in the applicable user
•
guide. See the
SBV6120 Digital Voice Modem Installation Guide
for the operating system you
are running by performing the steps in one of the following sections:
Verifying the IP Address in Windows Vista
o
Verifying the IP Address in Windows XP
o
Verifying the IP Address in Windows 2000
o
If you need an IP address, call your cable service provider.
No telephone service
- or -
TEL 1 or TEL 2 LED is
off
If your telephone requires external power, check the AC power connection to your telephone.
•
Check that the telephone lines are properly connected to the SBV6120. If they are and the TEL
•
1 or TEL 2 LED remains
off
, the telephone line is not set up for voice service. Contact your
service provider.
TEL 1 or TEL 2 LED is
flashing
(rapidly)
A telephone wiring fault was detected. Check the applicable telephone wiring.
•