Troubleshooting Tips

SBG6782-AC Wireless Cable Modem & Router

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Troubleshooting Tips

If the solutions listed in this section do not resolve your problem, call the ARRIS SURFboard

Technical Support Center at

1-877-466-8646

for assistance. You may be asked for the status of

the LEDs as described in

Front Panel LED Icons and Error Conditions

.

You may have to reset the SBG6782-AC gateway configuration to its original factory settings if

the gateway is not functioning properly.

Solutions

Table 5 – Troubleshooting Solutions

MODEM PROBLEM

POSSIBLE SOLUTION

Cannot access the Internet

Check the IP address. Follow the steps for verifying the IP address

in

Verify & Renew Your IP Address

. If you need an IP address, call

ARRIS SURFboard Technical Support for assistance.

POWER LED Icon is OFF

Check the power connection between the gateway and the

electrical wall outlet.

Check that the electrical outlet is working (is the outlet controlled

by a light switch?).

If so, disconnect and find another electrical wall outlet.

Cannot Send or Receive Data

Check each end of the coaxial cable connection on the gateway

and cable outlet. Hand-tighten, if necessary.

Check the Ethernet cable to make sure it is properly connected to

the gateway and computer.

On the front panel, check the status of the LED icons and refer to

Front Panel LED Icons and Error Conditions

to identify the

problem.

If you have cable television, check your television to ensure your

cable service is operating properly.

Wireless devices cannot send

or receive data

If the problem still persists after checking the coaxial cable and

Ethernet connections and your IP address, check the

Security

Mode

setting on the Wireless Primary Network screen.

If you enabled

WPA

and configured a passphrase on the gateway,

be sure each affected wireless client has the identical passphrase.

If this does not solve the problem, check if the wireless client

supports WPA.

If you enabled

WEP

and configured a key on the gateway, be sure

each affected wireless client has the identical WEP key. If this

does not solve the problem, check whether the client’s wireless

adapter supports the type of WEP key configured on the gateway.

9

Troubleshooting Tips

SBG6782-AC Wireless Cable Modem & Router

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User Guide

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MODEM PROBLEM

POSSIBLE SOLUTION

Wireless devices cannot send

or receive data (continued)

To temporarily eliminate the Security Mode as a potential issue,

disable security.

After resolving your problem, be sure to re-enable wireless

security.

On the Wireless Access Control Page, make sure the MAC

address for each affected wireless client is correctly listed.

Front Panel LED Icons and Error Conditions

The SBG6782-AC front panel LED icons provide status information for the following error

conditions:

Table 6 – Front Panel LED Icons and Error Conditions

LED ICON

STATUS

IF, DURING STARTUP:

IF, DURING NORMAL

OPERATION

OFF

Modem is not properly plugged

into the electrical outlet

Modem is unplugged

FLASHING

Downstream receive channel

cannot be acquired

Downstream channel is lost

FLASHING

Upstream send channel cannot be

acquired

Upstream channel is lost

FLASHING

IP registration is unsuccessful

IP registration is lost

OFF

LED is disabled

LED is disabled

OFF

LED is disabled

LED is disabled

OFF

No connected device is detected

Device is disconnected

Gateway Configuration Screen Definitions

SBG6782-AC Wireless Cable Modem & Router

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Gateway Configuration

Screen Definitions

Basic Screens

The SBG6782-AC Basic screens allow you to view, monitor, and configure configuration data,

including network configuration, LAN and WAN connection types, DHCP, and DDNS.

Setup

You can use the SBG6782-AC Basic Setup screen to view and configure the basic features of

your SBG6782-AC gateway related to your service provider connection.

Figure 23 – Basic Setup Screen

A

Gateway Configuration Screen Definitions

SBG6782-AC Wireless Cable Modem & Router

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Table 7 – Basic Setup Screen-Field Descriptions

FIELD

DESCRIPTION

Gateway Mode

Controls the device mode:

Routed

,

Bridged

, or

NAPT

Primary Network Only

Mode

Controls the primary network mode:

Routed

,

Bridged

, or

NAPT

LAN

IP Address

MAC Address

Enter the IP address of the SBG6782-AC on your private LAN.

Media Access Control address is set of 12 hexadecimal digits

that are assigned during manufacturing to uniquely identify

the hardware address of the SBG6782-AC access point.

WAN

IP Address

The public WAN IP address of your SBG6782-AC, which is

either dynamically or statically assigned

MAC Address

Media Access Control address — a set of 12 hexadecimal

digits assigned during manufacturing that uniquely identifies

the hardware address of the SBG6782-AC access point.

Duration

Describes how long before your Internet connection expires,

The WAN lease will automatically renew itself when it

expires.

Expires

Displays the exact time and date the WAN lease expires

Ipv4 DNS Servers

The addresses of the servers that convert web site names

into Internet addresses assigned by the cable company.

Release WAN Lease

Click to release the WAN lease

Renew WAN Lease

Click to renew the WAN lease

Gateway Configuration Screen Definitions

SBG6782-AC Wireless Cable Modem & Router

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DHCP

You can use the Basic DHCP (Dynamic Host Configuration Protocol) screen to configure the IP

settings of your SBG6782-AC gateway and the DHCP server on your home network. You can

also view the status of the optional internal SBG6782-AC DHCP server.

Do not modify these setting unless you are an experienced network administrator with a strong

understanding of IP addressing, sub-netting, and DHCP.

Figure 24 – Basic DHCP Screen

Table 8 – Basic DHCP Screen-Field Descriptions

FIELD

DESCRIPTION

Enable DHCP Server

Checkmark

Enabled

to enable the SBG6782-AC DHCP Server.

Uncheck

Enabled

to disable the SBG6782-AC DHCP Server.

Starting Local Address

Enter the starting IP address to be assigned by the SBG6782-AC

DHCP server to clients in dotted-decimal format.

Default is

192.168.0.2

.

Max Number of Network

Devices

Sets the maximum number of clients for the SBG6782-AC DHCP

server to assign a private IP address.

Lease Time

Sets the time in seconds that the SBG6782-AC DHCP server

leases an IP address to a client. The default is 3600 seconds (60

minutes).

Reserve IP Address

Lists the MAC address, IP address, and Host name of the DHCP

client device.