Motorola SBG941U Troubleshooting Solutions, Power light is off, Cannot send or, Receive data

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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

On the front panel, note the status of the LEDs and refer to Table2

3 –

receive data

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.

Troubleshooting • Solutions

Motorola SURFboard SBG941 Series Wireless Cable Modem Gateways • User Guide

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Contents Motorola SURFboard Read This Before You Begin Safety and Regulatory InformationWireless LAN Information FCC Statements FCC Interference Statement Recycling your Motorola Equipment Caring for the Environment by RecyclingContents Status Pages Wireless PagesBasic Pages Advanced PagesSoftware License & Warranty TroubleshootingInside the Box Contact Information Minimum System RequirementsFront Panel Overview Product OverviewRear Panel Overview WirelessUSB MAC Label OverviewCabling the SBG941 Cabling the SBG941SBG941 LED Activity During Startup Cabling the SBG941UConfiguring TCP/IP in Windows XP Connecting to the InternetOpen the Control Panel Configuring TCP/IP in Windows Vista Verifying the IP Address in Windows XP Click All Programs Click AccessoriesVerifying the IP Address in Windows Vista Wall Mounting the Modem Setting Up a Wi-Fi NetworkRenewing Your IP Address in Windows XP or Windows Vista Wall Mounting Template 10.20 cm 00 10.20 cm Starting the SBG941 Configuration Manager Cmgr Basic ConfigurationChanging the SBG941 Default Password SBG941 Menu Options Bar Configuration Manager Menu Options BarGetting Help Configuring the Firewall for Gaming Gaming Configuration GuidelinesConfiguring Port Triggers Configuring a Gaming DMZ HostExiting the SBG941 Configuration Manager Status Software Status PagesStatus Connection Startup ProcedureField Descriptions for the Status Connection Downstream ChannelField Descriptions for the Status Security Status SecurityPing Utility Status DiagnosticsTraceroute Utility Status Event Log Status ConfigurationField Descriptions for the Basic Setup Basic SetupNapt mode MAC Address IP AddressDuration ExpiresField Descriptions for the Basic Dhcp Basic DhcpField Descriptions for Basic Ddns Basic DdnsRestoring Your SBG941 Configuration Basic BackupBacking Up Your SBG941 Configuration Advanced Options Advanced PagesField Descriptions for the Advanced Options Http//WanIPAddress8080/ to access the SBG941Advanced IP Filtering EnabledField Descriptions for the Advanced IP Filtering Start AddressAdvanced MAC Filtering Setting a MAC Address FilterField Descriptions for the Advanced MAC Filtering Click Add MAC AddressField Descriptions for the Advanced Port Filtering Advanced Port FilteringStart Port End PortAdvanced Port Forwarding Field Descriptions for the Advanced Port Triggers Advanced Port TriggersEnable Setting Up the DMZ HostAdvanced DMZ Host Target Range Start PortField Descriptions for the Advanced RIP Setup Advanced Routing Information Protocol SetupRIP Enable RIP AuthenticationRIP Authentication Key ID RIP Authentication KeyRIP Reporting Interval RIP Destination IP AddressFirewall Pages Firewall Web Content Filter Field Descriptions for the Firewall Local Log Firewall Local LogContact Email Address Smtp Server NameField Description for the Firewall Remote Log Firewall Remote LogParental Control Pages Parental Control User SetupField Descriptions for the Parental Control User Setup Parental Control Basic Setup Parental Control Time of Day Access Policy Parental Control Event Log Field Descriptions for the Wireless 802.11 Radio Wireless 802.11 RadioField Descriptions for the Wireless 802.11 Primary Network Wireless 802.11 Primary NetworkPrimary Network Network Name SsidWPA/WPA2 Encryption Shared Key AuthenticationWPA Pre-Shared Key Show KeyNetwork Key 1 802.1x AuthenticationCurrent Network Key PassPhraseWireless 802.11 Guest Network Field Descriptions for the Wireless 802.11 Guest Network Field Descriptions for the Wireless 802.11 Advanced Wireless 802.11 Advanced54g Mode Basic Rate SetXPress Technology 54g ProtectionAfterburner Technology RateField Descriptions for the Wireless 802.11 Access Control Wireless 802.11 Access ControlMAC Restrict Mode Connected ClientsField Descriptions for the Wireless 802.11 Wi-Fi Multimedia Wireless 802.11 Wi-Fi MultimediaWireless Pages Wireless 802.11 Wi-Fi Multimedia Field Descriptions for the Wireless 802.11 Bridging Wireless 802.11 BridgingWireless Bridging Remote BridgesEncrypting Wireless LAN Transmissions Setting Up Your Wireless LANEncrypting Wireless LAN Transmissions Motorola recommends configuringConfiguring a Wireless Client for WPA Installing Wireless ClientsInstalling Wireless Clients Configuring a Wireless Client with the Network Name Ssid Configuring a Wireless Client for WEPTroubleshooting Solutions SolutionsPower light is off Cannot send orFront Panel LEDs and Error Conditions Front Panel LEDs and Error ConditionsWPA enabled Change the WPA Encryption to AES You may Software LicenseYou may not Warranty InformationSoftware License & Warranty Warranty Information Motorola, Inc Tournament Drive Horsham, PA 19044 U.S.A