B
Troubleshooting • Solutions
Motorola SURFboard SBG941 Series Wireless Cable Modem Gateways • User Guide
65
570280-001-a
A
Troubleshooting
If the solutions listed here do not solve your problem, contact your service provider.
Before calling your service provider, try pressing the Reset button on the rear panel of
the SBG941.
Note
: Press
RESET
to restore the default settings. You will lose your custom
configuration settings, including Parental Control, Firewall, and Advanced settings.
Resetting the SBG941 may take 5- to 30 minutes. Your service provider may ask for the
status of the lights as described in
Front-Panel LEDs and Error Conditions
.
Solutions
Table 2 – Troubleshooting Solutions
Problem
Possible Solution
Power light is off
Check that the SBG941 is properly plugged into the electrical outlet.
Check that the electrical outlet is working.
Press the Reset button.
Cannot send or
receive data
On the front panel, note the status of the LEDs and refer to
2
Table 3 –
Front Panel LEDs and Error Conditions
to identify the error. If you
have cable TV, check that the TV is working and the picture is clear. If
you cannot receive regular TV channels, the data service will not
function.
Check the coaxial cable at the SBG941 and wall outlet. Hand-tighten if
necessary.
Check the IP address. Follow the steps for verifying the IP address for
your system, see
Verifying the IP Address in Windows XP
or
Verifying
the IP Address in Windows Vista
. Call your service provider if you
need an IP address.
Check that the Ethernet cable is properly connected to the SBG941
and the computer.
If a device is connected via the Ethernet port, verify connectivity by
checking the LINK LEDs on the rear panel.
