Troubleshooting Tips
SURFboard® SBG6900-AC Wireless Cable Modem & Router
•
User Guide
63
365-095-27293 x.1
Copyright 2015 ARRIS Enterprises, Inc. All Rights Reserved.
Troubleshooting Tips
If the solutions listed in this section do not solve your problem, contact your service provider for
assistance.
You may have to reset the SBG6900-AC configuration to its default factory settings if the
gateway is not functioning properly.
Your service provider may ask for the status of the LEDs as described in Front Panel LED Icons
and Error Conditions.
Solutions
Table 5: Troubleshooting Solutions
Gateway Problem
Possible Solution
Power LED Icon is OFF
•
Check the power connection between the gateway and
electrical wall outlet.
•
If the gateway is plugged into a power strip, check the
power strip to make sure it is switched ON.
•
Check that the electrical wall outlet is working and that it Is
not controlled by a light switch.
If so, disconnect the gateway power cord from the wall
outlet and connect it to another electrical outlet that is not
controlled by a light switch.
Cannot Access the
Internet
•
Check that all cable and power connections on the gateway
and computer are properly connected.
•
Check that the
Power, Online, and Wireless LEDs on the
gateway front panel are lit (solid).
•
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 Send or Receive
Data
•
Check each end of the coaxial cable connection on the
gateway and cable outlet. Hand tighten, if necessary.
•
Check the Ethernet cable to make sure it is properly
connected to the gateway and computer.
•
On the gateway front panel, check the status of the LED
icons and refer to
Front Panel LED Icons and Error
Conditions
to identify the problem.
A