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SURFboard SBG7580-AC Wireless Gateway User Guide

Copyright 2016, ARRIS Enterprises, LLC. All rights reserved

.

56

Chapter 10

Troubleshooting Tips

If the solutions listed in the Troubleshooting Solutions table below do not solve your problem,

please contact your service provider for assistance. Your service provider may ask for the

status of the SBG7580-AC front panel LEDs (see

Front Panel LED Icons and Error Conditions

(page

57

) for more information).

You may have to reset the SBG7580-AC gateway configuration to its original factory settings if

the gateway is not functioning properly. See

Reset Your Configuration Settings

(page

54

) for

more information.

Solutions

Table 5.

Troubleshooting Solutions

Gateway Problem

Possible Solution

Power LED Icon is OFF



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, unplug the gateway power cord and connect it to

another electrical outlet that is not controlled by a wall

switch.

Cannot Send or

Receive Data



Check each end of the coaxial cable connection on the

gateway and cable wall outlet. Use your hand to 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

(page

57

)

to identify the problem.



If you have cable television service, check your television to

ensure your cable service is operating properly.



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.

Chapter 10

:

Troubleshooting Tips

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SURFboard SBG7580-AC Wireless Gateway User Guide

Copyright 2016, ARRIS Enterprises, LLC. All rights reserved

.

57

Gateway Problem

Possible Solution

Cannot Access the

Internet



Check that all cable and power connections on your gateway

and computer are properly connected.



Check that the

Power

,

Online

, and

Wireless

LED icons on

the front panel are lit up solid.



Contact your service provider for assistance.

Wireless devices cannot

send or receive data



If the problem still continues after checking the coaxial cable

and Ethernet connections and your IP address, check the

Wireless 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 wi

reless adapter supports the type of WEP key

configured on the gateway.

Front Panel LED Icons and Error Conditions

The SBG7580-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

Wireless gateway is not

properly plugged into the

electrical wall outlet

wireless gateway is unplugged

BLINKING

Upstream (send) channel or

Downstream (receive) channel

cannot be acquired

Upstream channel is lost

Downstream 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

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SURFboard SBG7580-AC Wireless Gateway User Guide

Copyright 2016, ARRIS Enterprises, LLC. All rights reserved

.

58

Chapter 11

Warranty Information

SURFboard SBG7580-AC Wireless Gateway

ARRIS Enterprises, LLC ("ARRIS")

Retail Purchasers

: If you purchased this Product directly from ARRIS or from an authorized

ARRIS retail reseller, ARRIS warrants to you, the original end user customer, that (A) the

Product, excluding Software, will be free from defects in materials and workmanship under

normal use, and (B) with respect to Software, (i) the media on which the Software is provided

will be free from defects in material and workmanship under normal use, and (ii) the Software

will perform substantially as described in its documentation. This Limited Warranty to you, the

original end user customer, continues (A) for Software and the media upon which it is

provided, for a period of ninety (90) days from the date of purchase from ARRIS or an

authorized ARRIS reseller, and (B) for the Product (excluding Software), for a period of two (2)

years from the date of purchase from ARRIS or from an authorized ARRIS reseller. To take

advantage of this Limited Warranty or to obtain technical support, you must call the ARRIS

toll-free telephone number

1-877-466-8646

. Technical support charges may apply. ARRIS’ sole

and exclusive obligation under this Limited Warranty for retail sales shall be to repair or

replace any Product or Software that does not meet this Limited Warranty. All warranty claims

must be made within the applicable Warranty Period.

Cable Operator or Service Provider Arrangements

. If you did not purchase this Product

directly from ARRIS or from a ARRIS authorized retail reseller, ARRIS does not warrant this

Product to you, the end-user. A limited warranty for this Product (including Software) may

have been provided to your cable operator or Internet Service Provider ("Service Provider")

from whom you obtained the Product. Please contact your Service Provider if you experience

problems with this Product.

General Information

. The warranties described in this Section shall not apply: (i) to any

Product subjected to accident, misuse, neglect, alteration, Acts of God, improper handling,

improper transport, improper storage, improper use or application, improper installation,

improper testing or unauthorized repair; or (ii) to cosmetic problems or defects which result

from normal wear and tear under ordinary use, and do not affect the performance or use of

the Product. ARRIS’ warranties apply only to a Product that is manufactured by ARRIS and

identified by ARRIS owned trademark, trade name or product identification logos affixed to

the Product. ARRIS does not warrant to you, the end user, or to anyone else that the Software

will perform error free or without bugs.

Chapter 11

:

Warranty Information

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SURFboard SBG7580-AC Wireless Gateway User Guide

Copyright ARRIS Enterprises, LLC. 2016. All rights reserved.

59

ARRIS IS NOT RESPONSIBLE FOR, AND PROVIDES "AS IS" ANY SOFTWARE SUPPLIED BY 3RD

PARTIES. EXCEPT AS EXPRESSLY STATED IN THIS SECTION ("WARRANTY INFORMATION"),

THERE ARE NO WARRANTIES OF ANY KIND RELATING TO THE PRODUCT, EXPRESS, IMPLIED OR

STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY,

FITNESS FOR A PARTICULAR PURPOSE, OR THE WARRANTY AGAINST INFRINGEMENT

PROVIDED IN THE UNIFORM COMMERCIAL CODE. Some states do not allow for the exclusion

of implied warranties, so the above exclusion may not apply to you.

What additional provisions should I be aware of? Because it is impossible for ARRIS to know

the purposes for which you acquired this Product or the uses to which you will put this

Product, you assume full responsibility for the selection of the Product for its installation and

use. While every reasonable effort has been made to insure that you will receive a Product

that you can use and enjoy, ARRIS does not warrant that the functions of the Product will

meet your requirements or that the operation of the Product will be uninterrupted or error-

free.

ARRIS IS NOT RESPONSIBLE FOR PROBLEMS OR DAMAGE CAUSED BY THE INTERACTION OF

THE PRODUCT WITH ANY OTHER SOFTWARE OR HARDWARE. ALL WARRANTIES ARE VOID IF

THE PRODUCT IS OPENED, ALTERED, AND/OR DAMAGED.

THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES for any and all claims that you may have

arising out of or in connection with this Product, whether made or suffered by you or another

person and whether based in contract or tort.

IN NO EVENT SHALL ARRIS BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT,

INDIRECT, GENERAL, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR OTHER

DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT (INCLUDING,

WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION,

LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS), OR FROM ANY BREACH OF

WARRANTY, EVEN IF ARRIS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO

CASE SHALL ARRIS’ LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT.

These matters are governed by the laws of the State of Georgia of the United States of

America, without regard to conflict of laws principles and excluding the provisions of the

United Nations Convention on Contracts for the International Sale of Goods and the Uniform

Computers Information Transactions Act.

Retail Purchasers Only

. If you purchased this Product directly from ARRIS or from an ARRIS

authorized retail reseller, please call the ARRIS toll-free phone number,

1-877-466-8646

for

warranty service or technical support. Technical support charges may apply. For online

technical support, please visit

www.arris.com/consumers

.

Cable Operator or Service Provider Arrangements

. If you did not purchase this Product

directly from ARRIS or from an ARRIS authorized retail reseller, please contact your Service

Provider for technical support.

Corporate Headquarters

ARRIS

·

Suwanee

·

Georgia

·

30024

·

USA

T: 1-678-473-2000

F: 1-678-473-8470

www.arris.com