Troubleshooting Tips

SURFboard® SBG6700-AC Wireless Cable Modem Gateway

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User Guide

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Troubleshooting Tips

If the solutions listed in this section do not solve your problem, contact your service provider for

assistance.

Your service provider may ask for the status of the LEDs as described in

Front Panel LED Icons and Error

Conditions

.

You may have to reset the SBG6700-AC gateway configuration to its original factory settings if the

gateway is not functioning properly.

Solutions

Table 5: Troubleshooting Solutions

Gateway Problem

Possible Solution

POWER LED Icon is OFF

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Check the power connection on the gateway and to the

electrical outlet.

•

Check that the electrical outlet is working. Is the outlet

controlled by a light switch?

If so, disconnect the gateway power cord and connect it to

another electrical outlet that is not controlled by a light switch.

Cannot Send or

Receive Data

•

Check each end of the coaxial cable connection on the gateway

and cable outlet. Hand tighten each connector, 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.

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If you have cable television service, check your television to

ensure your cable service is operating properly.

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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.

Cannot Access the

Internet

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Check that all cable and power connections on your gateway

and computer are properly connected.

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Check that the Power, Online, and Wireless LED icons on the

front panel are lit up solid.

•

Contact your service provider for assistance.

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Troubleshooting Tips

SURFboard® SBG6700-AC Wireless Cable Modem Gateway

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User Guide

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Gateway Problem

Possible Solution

Wireless devices cannot

send or receive data

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If the problem still persists after checking the coaxial cable and

Ethernet connections and your IP address, check the

Wireless

Security Mode

setting on the Wireless Primary Network screen.

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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.

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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.

Front Panel LED Icons and Error Conditions

The SBG6700-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

Gateway is not properly plugged

into the electrical outlet

Gateway is unplugged

BLINKING

Downstream receive channel

cannot be acquired

Downstream channel is

lost

BLINKING

Upstream send channel cannot

be acquired

Upstream channel is lost

BLINKING

IP registration is unsuccessful

IP registration is lost

OFF

Led is disabled

Led is disabled

OFF

Led is disabled

Led is disabled

Gateway Configuration Screen Definitions

SURFboard® SBG6700-AC Wireless Cable Modem Gateway

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User Guide

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Gateway Configuration

Screen Definitions

This section provides detailed field definitions for the following ARRIS SBG6700-AC network

configuration screens:

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Basic

•

Advanced

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Firewall

Basic Screens

Setup

You can use the SBG6700-AC Basic Setup screen to configure basic SBG6700-AC IP-related configuration

data, including your local network configuration, and WAN connection type.

Figure 45 – Basic Setup Screen

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Gateway Configuration Screen Definitions

SURFboard® SBG6700-AC Wireless Cable Modem Gateway

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User Guide

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Table 7: Basic Setup Screen-Field Descriptions

Field

Description

Gateway Mode

Sets the device mode:

Routed

: Allows the internal network devices to use IP addresses from

the WAN subnet.

Bridged

: Disables the network address and port translation settings on

the gateway.

Primary Network

Only Mode

Sets the device mode for the primary network only:

Routed

: Allows the internal network devices to use IP addresses from

the WAN subnet.

Bridged

: Disables the network address and port translation settings on

the gateway.

LAN

IP Address

MAC Address

The IP address of the SBG6700-AC on your home network (LAN).

Media Access Control address is set of 12 hexadecimal digits that are

assigned during manufacturing to uniquely identify the hardware

address of the SBG6700-AC access point.

WAN

IP Address

The public WAN IP address of your SBG6700-AC, which is either

dynamically or statically assigned by the cable operator

MAC Address

Media Access Control address — a set of 12 hexadecimal digits assigned

during manufacturing that uniquely identifies the hardware address of

the SBG6700-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

Displays the IP address of the server that converts web site names into

Internet addresses. The IP address is assigned by the cable company.

Release WAN Lease

Click to release the WAN lease

Renew WAN Lease

Click to renew the WAN lease

DHCP

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

of your SBG6700-AC gateway and the DHCP server on your home network. You can also view the status

of the optional internal SBG6700-AC DHCP server.

WARNING!

Do not modify these setting unless you are an experienced network

administrator with a strong understanding of IP addressing, sub-netting, and DHCP.

Gateway Configuration Screen Definitions

SURFboard® SBG6700-AC Wireless Cable Modem Gateway

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User Guide

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365-095-25781 x.1

Figure 46 – Basic DHCP Screen

Table 8: Basic DHCP Screen-Field Descriptions

Field

Description

LAN Network Configuration

LAN IP Address

The IP address of the SBG6700-AC on your home network (LAN).

Enable DHCP Server

Checkmark

Enabled

to enable the SBG6700-AC DHCP Server.

Uncheck

Enabled

to disable the SBG6700-AC DHCP Server.

Starting Local Address

Enter the starting IP address to be assigned by the SBG6700-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 SBG6700-AC DHCP

server to assign a private IP address.

Lease Time

Sets the time in seconds that the SBG6700-AC DHCP server leases

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

minutes).

Reserve IP Address

Lists clients in which the DHCP server reserves a specific IP

address on the home network (LAN)

Client List

Lists the DHCP client device information.