Motorola SBV5120 - Manual (Page 39)

34 SBV5120 Series VoIP Cable Modem User Guide
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Introduction Installation Troubleshooting Glossary License
Troubleshooting
If the solutions listed here do not solve your problem, contact your cable service provider. Before calling your
service provider, try unplugging and plugging in the cable modem power cord in the AC wall outlet to restart the
cable modem. Restarting the cable modem may take 5 to 30 minutes.
Before calling your service provider, try pressing the reset button on the rear panel. Resetting the VoIP cable
modem may take 5 to 30 minutes. Your service provider may ask for the status of the front-panel lights as
described in
“Front-Panel Lights and Error Conditions” on page 35.
Problem Possible Solutions
Green POWER light is off • Check that the power cord is properly plugged into the electrical outlet
and the VoIP cable modem.
• Check that the electrical outlet is working.
• If the Standby light is on, the Internet connection is off. Press the Standby
button to reconnect to the Internet.
Cannot send or receive data • Check the lights on the front panel. Note the first light from top to bottom
that is off. This light indicates where the error occurred as described in
“Front-Panel Lights and Error Conditions” on page 35.
• If all lights are off except the Standby light, the VoIP cable modem is in
Standby mode. Press the Standby button to reconnect your Internet
service. The Standby button does not affect the Tel1/Tel2 LEDs.
• If you have cable TV, check that your TV is working and the picture is
clear. If you cannot receive your regular TV channels, your data service
will not function.
• Check the coaxial cable at the VoIP cable modem and wall outlet.
Hand-tighten if necessary.
• Check the IP address. Follow the steps in “Verifying the IP Address in
Windows 95, Windows 98, or Windows Me” on page 29 or “Verifying the
IP Address in Windows 2000 or Windows XP” on page 30. Call your
cable service provider if you need an IP address.
• Check that the USB or Ethernet cable is properly connected to the VoIP
cable modem and your computer.
Problems related to unsuccessful
USB driver installation Remove the USB driver. Follow the instructions in one of:
• “Removing the USB Driver from Windows 98 or Windows Me” on
page 34
• “Removing the USB Driver from Windows 2000” on page 36
• “Removing the USB Driver from Windows XP” on page 40