Troubleshooting
Tips
SURFboard® SB6121
•
DOCSIS® 3.0 Cable Modem
•
User Guide
18
365-095-25896-x.1
Troubleshooting Tips
If the solutions listed here do not solve your problem, contact your service provider.
You may have to reset the SB6121 modem configuration to its original factory settings if the cable
modem is not functioning properly.
Your service provider may ask for the status of the icon lights as described in
Front Panel Icons and
Error Conditions
.
Solutions
Table 5 – Troubleshooting Solutions
Modem Problem
Possible Solution
Power Icon is OFF
•
Check the cable connections to the cable modem and electrical
wall outlet.
•
Check that the electrical wall outlet is working.
•
Is the outlet controlled by a light switch?
Cannot Send or Receive
Data
•
On the front panel, note the status of the icons and refer to
Front
Panel Icons and Error Conditions
to identify the error.
•
If you have cable television, check your television to ensure your
cable service is operating properly.
•
Check the coaxial cable connection at the SB6121 and cable wall
outlet. Hand tighten, if necessary.
•
Check the IP address on your computer; you may have to renew
your IP address. Call your service provider for assistance.
•
Check that the Ethernet cable is properly connected to the SB6121
and your computer.
•
If a device is connected via the Ethernet port, check that the
ONLINE icon is lit solid (On) to verify connectivity.
•
Call your service provider for further assistance.
5
