Section 5
Troubleshooting
This section provides information to assist you in quickly detecting, isolating, and resolving error conditions that might occur when using the SURFboard cable modem.
If you are still having trouble after trying the solutions found in this section, contact the Motorola Technical Response Center (TRC) at
If the SURFboard cable modem was off, it may require up to 10 minutes to scan for the upstream and downstream channels again. Table
Table
Troubleshooting guidelines
Problem | Possible Solution | |
Green POWER LED is off | Check that the power cord is properly plugged into the outlet and SURFboard | |
| cable modem. | |
| Check that the electrical outlet is working. | |
| Press the Standby button to reconnect to the Internet service. | |
| Press the Reset button. | |
Cannot receive or send | Check the LEDs. From top to bottom, note the first LED that is off. This LED | |
data | indicates where the error occurred. If the first LED that is off is: | |
| Receive | During startup, the downstream receive channel is not acquired. |
|
| During normal operation, the downstream receive channel is |
|
| lost. |
| Send | During startup, the upstream transmit channel is not acquired. |
|
| During normal operation, the upstream transmit channel is lost. |
| Online | During startup, the IP registration was not successful. |
|
| During normal operation, the IP registration is lost. |
| Power | The modem may be in standby mode, press the Standby |
|
| button. |
Verify that the TV is working and has a clear picture.
Check the coaxial cable at the modem and outlet and
Check the IP address (follow the steps in Section 3, “Installation and
Operation”).
