Motorola SBG940 manual Troubleshooting, Problem Possible Solutions, 106

Overview Installation Troubleshooting Contact FAQ Specifications Glossary License

Configuration: Basic Gateway TCP/IP Wireless USB

Troubleshooting

If the solutions listed here do not solve your problem, contact your cable provider. Before calling your cable provider, try pressing the reset button on the rear panel. Resetting the SBG940 may take 5 to 30 minutes. Your service provider may ask for the status of the lights as described in “Front-Panel Lights and Error Conditions”.

Problem	Possible Solutions
Power light	Check that the SBG940 is properly plugged into the electrical outlet.
is off	Check that the electrical outlet is working.
	Press the Reset button.
Cannot send or	On the top front panel, note which is the first light (starting from the left) that is off. This light
receive data	indicates where the error occurred as described in “Front-Panel Lights and Error Conditions.”
	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 SBG940 and wall outlet. Hand-tighten if necessary.
	Check the IP address. Follow the steps for verifying the IP address for your system. See
	Configuring TCP/IP. Call your cable provider if you need an IP address.
	Check that the Ethernet cable is properly connected to the SBG940 and the computer.
Problems related to	Remove the USB driver. Follow the appropriate procedure for your system in “Setting Up a
unsuccessful USB	USB Driver”.
driver installation
The SBG940 Setup	The web cache is full or close to full. In Internet Explorer, choose Internet Options from the
Program will not	Tools menu, and click the General tab. Click Delete Files and Clear History. Then try Starting
start	the SBG940 Setup Program again.
A wireless client(s)	Perform the first four checks in “Cannot send or receive data.”
cannot send or	Check the Security Mode setting on the Wireless > SECURITY — basic Page:
receive data
	• If you enabled WPA and configured a passphrase on the SBG940, be sure each affected
	wireless client has the identical passphrase. If this does not solve the problem, check
	whether the wireless client supports WPA.
	• If you enabled WEP and configured a key on the SBG940, be sure each affected wireless
	client has the identical WEP key. If this does not solve the problem, check whether the client
	wireless adapter supports the type of WEP key configured on the SBG940.
	• To temporarily eliminate the Security Mode as a potential issue, select None and click Apply.
	After resolving your problem, be sure to re-enable wireless security.

On the Wireless > SECURITY — advanced Page:

•Check whether you turned on Disable ESSID Broadcast. If it is on, be sure the network name (ESSID) on each affected wireless client is identical to the ESSID on the SBG940.

•Check whether you enabled Allow Only Listed Stations Access. If you did, be sure the MAC address for each affected wireless client is correctly listed.

For detailed information, see “Setting Up Your Wireless LAN”.

Slow wireless	On the Wireless > SECURITY — basic Page, check whether the WPA Encryption type is
transmission speed	TKIP. If all of your wireless clients support AES, change the WPA Encryption to AES as
with WPA enabled	described in step 4 in “Configuring WPA on the SBG940”.

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