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TROUBLESHOOTING
Version 2.0, 07/2015. Copyright
2015 Hitron Technologies
1
Hitron CGNM/ CGNM-3552 User’s Guide
9
Troubleshooting
Use this section to solve common problems with the CGNM/ CGNM-3552 and your
network. It contains the following sections:
None of the LEDs Turn On
on page
1
One of the LEDs does not Display as Expected
on page
2
I Forgot the CGNM/ CGNM-3552’s IP Address
on page
2
I Forgot the CGNM/ CGNM-3552’s Admin Username or Password
on page
3
I Cannot Access the CGNM/ CGNM-3552 or the Internet
on page
3
I Cannot Access the Internet and the DS and US LEDs Keep Blinking
on page
3
I Cannot Connect My Wireless Device
on page
4
Problem:
None of the LEDs Turn On
The CGNM/ CGNM-3552 is not receiving power, or there is a fault with the device.
1
Ensure that you are using the correct power adaptor.
Using a power adaptor other than the one that came with your CGNM/
CGNM-3552 can damage the CGNM/ CGNM-3552.
2
Ensure that the power adaptor is connected to the CGNM/ CGNM-3552 and the
wall socket (or other power source) correctly.
3
Ensure that the power source is functioning correctly. Replace any broken fuses
or reset any tripped circuit breakers.
Page 127 / 135
TROUBLESHOOTING
Version 2.0, 07/2015. Copyright
2015 Hitron Technologies
2
Hitron CGNM/ CGNM-3552 User’s Guide
4
Disconnect and re-connect the power adaptor to the power source and the
CGNM/ CGNM-3552.
5
If none of the above steps solve the problem, consult your vendor.
Problem:
One of the LEDs does not Display as Expected
1
Ensure that you understand the LED’s normal behavior (see
LEDs
on page
6
).
2
Ensure that the CGNM/ CGNM-3552’s hardware is connected correctly; see the
Quick Installation Guide.
3
Disconnect and re-connect the power adaptor to the CGNM/ CGNM-3552.
4
If none of the above steps solve the problem, consult your vendor.
Problem:
I Forgot the CGNM/ CGNM-3552’s IP Address
1
The CGNM/ CGNM-3552’s default LAN IP address is
192.168.0.1
.
2
You can locate the CGNM/ CGNM-3552’s GUI by entering the LAN domain
suffix into your browser’s address bar (on a computer connected to the LAN).
The default LAN domain suffix is displayed in the
Basic
>
LAN Setup
screen’s
Domain Suffix
field. See
The LAN Setup Screen
on page
3
for more
information.
3
Depending on your operating system and your network, you may be able to find
the CGNM/ CGNM-3552’s IP address by looking up your computer’s default
gateway. To do this on (most) Windows machines, click
Start
>
Run
, enter
“cmd”, and then enter “ipconfig”. Get the IP address of the
Default Gateway
,
and enter it in your browser’s address bar.
4
If you still cannot access the CGNM/ CGNM-3552, you need to reset the CGNM/
CGNM-3552. See
Factory Default Resetting the CGNM/ CGNM-3552
on page
14
. All user-configured data is lost, and the CGNM/ CGNM-3552 is returned to
its default settings. If you previously backed-up a more recent version your
CGNM/ CGNM-3552’s settings, you can now upload them to the CGNM/
CGNM-3552; see
The Backup Screen
on page
6
.
Page 128 / 135
TROUBLESHOOTING
Version 2.0, 07/2015. Copyright
2015 Hitron Technologies
3
Hitron CGNM/ CGNM-3552 User’s Guide
Problem:
I Forgot the CGNM/ CGNM-3552’s Admin Username or
Password
1
The default username is
cusadmin
, and the default password is
password
.
2
If the default username and password do not work, you need to reset the CGNM/
CGNM-3552. See
Factory Default Resetting the CGNM/ CGNM-3552
on page
14
. All user-configured data is lost, and the CGNM/ CGNM-3552 is returned to
its default settings. If you previously backed-up a more recent version your
CGNM/ CGNM-3552’s settings, you can now upload them to the CGNM/
CGNM-3552; see
The Backup Screen
on page
6
.
Problem:
I Cannot Access the CGNM/ CGNM-3552 or the Internet
1
Ensure that you are using the correct IP address for the CGNM/ CGNM-3552.
2
Check your network’s hardware connections, and that the CGNM/ CGNM-
3552’s LEDs display correctly (see
LEDs
on page
6
).
3
Make sure that your computer is on the same subnet as the CGNM/ CGNM-
3552; see
IP Address Setup
on page
10
.
4
If you are attempting to connect over the wireless network, there may be a
problem with the wireless connection. Connect via a
LAN
port instead.
5
If the above steps do not work, you need to reset the CGNM/ CGNM-3552. See
Factory Default Resetting the CGNM/ CGNM-3552
on page
14
. All user-
configured data is lost, and the CGNM/ CGNM-3552 is returned to its default
settings. If you previously backed-up a more recent version your CGNM/
CGNM-3552’s settings, you can now upload them to the CGNM/ CGNM-3552;
see
The Backup Screen
on page
6
.
6
If the problem persists, contact your vendor.
Problem:
I Cannot Access the Internet and the DS and US LEDs
Keep Blinking
Your service provider may have disabled your Internet access; check the
Status
>
DOCSIS WAN
screen’s
Network Access
field (see
The DOCSIS WAN Screen
on
page
16
).
Page 129 / 135
TROUBLESHOOTING
Version 2.0, 07/2015. Copyright
2015 Hitron Technologies
4
Hitron CGNM/ CGNM-3552 User’s Guide
Problem:
I Cannot Connect My Wireless Device
1
Ensure that your wireless client device is functioning properly, and is configured
correctly. See the wireless client’s documentation if unsure.
2
Ensure that the wireless client is within the CGNM/ CGNM-3552’s radio
coverage area. Bear in mind that physical obstructions (walls, floors, trees, etc.)
and electrical interference (other radio transmitters, microwave ovens, etc)
reduce your CGNM/ CGNM-3552’s signal quality and coverage area.
3
Ensure that the CGNM/ CGNM-3552 and the wireless client are set to use the
same wireless mode and SSID (see
The Basic Settings Screen
on page
4
) and
security settings (see
The Access Control Screen
on page
15
).
4
Re-enter any security credentials (WEP keys, WPA(2)-PSK password, or WPS
PIN).
5
If you are using WPS’s PBC (push-button configuration) feature, ensure that you
are pressing the button on the CGNM/ CGNM-3552 and the button on the
wireless client within 2 minutes of one another.
Page 130 / 135
INDEX
Version 2.0, 07/2015. Copyright
2015 Hitron Technologies
1
Hitron CGNM/ CGNM-3552 User’s Guide
Index
Numbers
802.11a/b/g/n/ac
14
,
78
A
access
14
access point
13
,
26
,
58
,
77
,
93
accounts, login
23
address, IP
21
address, IP, local
21
admin management
94
AP
13
,
26
,
58
,
77
,
93
attached network devices
47
,
49
B
backup
98
,
100
backup and restore
14
bar, navigation
24
bridge
74
buttons
14
C
cable connection
13
,
26
,
58
,
77
,
93
cable connection status
46
cable modem
13
,
26
,
58
,
77
,
93
CATV
14
,
32
,
33
channel
74
,
75
channel plan
74
clients, wireless
77
configuration file
37
connection status, cable
46
conventions, document
3
customer support
4
D
debugging
57
,
93
,
97
default
98
,
100
default IP address
21
default username and password
23
defaults
98
,
100
De-Militarized Zone
58
DHCP
14
,
21
,
35
DHCP lease
36
diagnostics
57
,
93
,
97
DMZ
58
DMZ De-Militarized Zone
14
DNS
57
document conventions
3
Domain Name System
57
domain suffix
57
downstream transmission
37
DS
19

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