Troubleshooting Tips

SURFboard® SBG6580 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 gateway LEDs as described in

Front Panel LED Icons

and Error Conditions

.

You may have to reset the SBG6580 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 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.

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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.

•

If none of the above resolves the problem, contact your service

provider for further assistance or call ARRIS Technical Support for

assistance at

1-877-466-8646

.

Cannot Access the

Internet

•

Check that all cable and power connections 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.

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Troubleshooting Tips

SURFboard® SBG6580 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

•

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.

•

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.

Front Panel LED Icons and Error Conditions

The SBG6580 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

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

Gateway Configuration Screen Definitions

SURFboard® SBG6580 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 SBG6580 network configuration

screens:

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Basic

•

Advanced

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Firewall

Basic Screens

Basic Setup

You can use the SBG6580 Basic Setup screen to configure basic SBG6580 IP-related configuration data,

including your local network configuration, and WAN connection type.

Figure 38 – Basic Setup Screen

B

Gateway Configuration Screen Definitions

SURFboard® SBG6580 Wireless Cable Modem Gateway

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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.

NAPT

: Network Address Port Translation – this is the most common

form of network address translation (NAT) between public and private IP

addresses. NAPT maps one public IP address to multiple private IP

addresses. If NAPT is set on the Basic Setup screen, one public IP address

is mapped to an individual private IP address for up to 245 LAN clients.

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 SBG6580 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 SBG6580 access point.

WAN

IP Address

The public WAN IP address of your SBG6580, 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 SBG6580 access point.

WAN (continued)

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

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 SBG6580 gateway and the DHCP server on your home network. You can also view the status of

the optional internal SBG6580 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® SBG6580 Wireless Cable Modem Gateway

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User Guide

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Figure 39 – Basic DHCP Screen

Table 8: Basic DHCP Screen-Field Descriptions

Field

Description

LAN Network Configuration

LAN IP Address

The IP address of the SBG6580 on your home network (LAN).

Enable DHCP Server

Checkmark

Enabled

to enable the SBG6580 DHCP Server.

Uncheck

Enabled

to disable the SBG6580 DHCP Server.

Starting Local Address

Enter the starting IP address to be assigned by the SBG6580

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 SBG6580 DHCP

server to assign a private IP address.

Lease Time

Sets the time in seconds that the SBG6580 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.