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Troubleshooting Tips
5
If the solutions listed here do not solve your problem, contact your service provider.
You may have to reset the SB6141 modem configuration to its original factory settings if the cable
modem is not functioning properly.
Your service provider may ask for the status of the icon lights as described in
Error
Conditions.
Solutions
Modem Problem
Power Icon is OFF
Cannot Send or Receive
Data
SURFboard® SB6141 • DOCSIS® 3.0 Cable Modem • User Guide
365-095-25778-x.1
Troubleshooting Tips
Table 5 – Troubleshooting Solutions
Possible Solution
• Check the cable connections to the cable modem and electrical
wall outlet.
• Check that the electrical wall outlet is working.
•
Is the outlet controlled by a light switch?
• On the front panel, note the status of the icons and refer to
Panel Icons and Error Conditions
• If you have cable television, check your television to ensure your
cable service is operating properly.
• Check the coaxial cable connection at the SB6141 and cable wall
outlet. Hand tighten, if necessary.
• Check the IP address on your computer; you may have to renew
your IP address. Call your service provider for assistance.
• Check that the Ethernet cable is properly connected to the SB6141
and your computer.
• If a device is connected via the Ethernet port, check that the
ONLINE icon is lit solid (On) to verify connectivity.
• Call your service provider for further assistance.
Front Panel Icons and
Front
to identify the error.
18
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Need help?
Do you have a question about the SURFboard SB6141 and is the answer not in the manual?
Questions and answers
Link light is flashing. No internet on computer.
The link light on the Arris SURFboard SB6141 may be flashing because the modem is unable to acquire a downstream or upstream channel, or because IP registration is unsuccessful. This can result in no internet on the computer. Possible reasons include:
1. Downstream or Upstream Channel Issue – If the modem is flashing on the downstream or upstream icons, it indicates the modem cannot establish a connection with the service provider.
2. IP Registration Failure – A flashing Online icon means the modem has not successfully registered an IP address with the service provider.
3. Disconnected Device – If the Ethernet icon is off, the computer may not be properly connected to the modem.
4. Provisioning Issue – The modem may not be activated with the service provider.
To resolve this, check that all cables are securely connected, restart the modem, and contact the service provider for activation or troubleshooting.
This answer is automatically generated
The bottom light, link is flashing orange/amber
The link light is flashing orange/amber on the Arris SURFboard SB6141 because a device is connected using an older 10 megabit connection.
This answer is automatically generated