Troubleshooting Tips; Solutions - Arris SURFboard SBG6950AC2 User Manual

Troubleshooting Tips

If the solutions listed in the Troubleshooting Solutions table below do not solve your problem,
please contact your service provider for assistance. Your service provider may ask for the
status of the Wi-Fi cable modem front panel LEDs, see
Conditions (page 60) for more information.
You may have to reset the Wi-Fi cable modem configuration to its original factory settings if
the Wi-Fi cable modem is not functioning properly. See
Configuration Settings

Solutions

Table 5.
Wi-Fi Cable Modem Problem
Power LED Icon is OFF
Cannot Send or Receive Data
PN 365-095-30452 x.2
Copyright 2016-2017, ARRIS Enterprises, LLC. All rights
(page 57) for more information.
Troubleshooting Solutions
Possible Solution
SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide
Front Panel LED Icons and Error
Reset the Wi-Fi Cable Modem
Check the power connection on the Wi-Fi cable modem

and to the electrical outlet.
Check that the electrical outlet is working. Is the outlet

controlled by a light switch?
If so, unplug the Wi-Fi cable modem power adapter and
connect it to another electrical outlet that is not controlled
by a wall switch.
Check each end of the coaxial cable connection on the Wi-

Fi cable modem and cable wall outlet. Use your hand to
tighten each connector, if necessary.
Check the Ethernet cable to make sure it is properly

connected to the Wi-Fi cable modem and computer.
On the front panel, check the status of the LED icons and

refer to Front Panel LED Icons and Error Conditions
60) to identify the problem.
If you have cable television service, check your television to

ensure your cable service is operating properly.
If none of the above solutions resolves the problem,

contact your service provider or call ARRIS Technical
Support at 1-877-466-8646 for assistance.
reserved.
Chapter 10: Troubleshooting Tips
Chapter 10
(page
59