Motorola SURFboard SB6121 - Manual (Page 33)

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3 TROUBLESHOOTING
If the solutions listed here do not solve your problem, contact Motorola Technical
Support at:
http://broadband.motorola.com/consumers/support or 1-877-466-8646
Before calling Motorola, power recycle your SB6120 as explained below. This may fix
your problem. Resetting the SB6120 may take 5 to 30 minutes. The Motorola
representative may ask for the status of the lights as described in
Front-Panel Lights
and Error Conditions .
Restarting Your SB6120
Most technical issues can be resolved by restarting the power on your cable
modem. To restart the power on your SB6120:
1. Shutdown your computer.
2. Unplug the cable modem from the AC wall outlet and wait one minute.
3. Plug the cable modem into the wall outlet.
4. Wait until the Power, Receive, Send, and Online LEDs are solid ON.
5. Restart your computer.
Problem Possible Solution
Power light is off Check that the SB6120 is properly plugged into the electrical
outlet.
Check that the electrical outlet is working.
Cannot send or
receive data On the top front panel, note the first light that is off. This
light 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, your data service will
not function.
Check the coaxial cable at the SB6120 and wall outlet.
Hand-tighten if necessary.
Check the IP address. Follow the steps for verifying the IP
address for your system described in
Configuring TCP/IP . Call
your Internet Service Provider if you need an IP address.
Disconnect and reconnect the Ethernet cable from the cable
modem and your computer to make sure it is properly
seated.