Motorola DHSB5100 installation manual Problem Possible Solution

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 1-888-944-HELP. Fill out the Troubleshooting Checklist (Table 5-2) before calling TRC.

If the SURFboard cable modem was off, it may require up to 10 minutes to scan for the upstream and downstream channels again. Table 5-1 lists fault indications, their symptoms, and possible resolutions:

Table 5-1

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 hand-tighten if necessary.

Check the IP address (follow the steps in Section 3, “Installation and

Operation”).

SURFboard cable modem Installation Manual