Motorola SB6120 User Guide - Page 33

3 TROUBLESHOOTING If the solutions listed here do not solve your problem, contact Motorola Technical Support at: http://broadband.motorola.com/consumers/support or 1-877-466-8646 Before calling Motorola, power recycle your SB6120 as explained below. This may fix your problem. Resetting the SB6120 may take 5 to 30 minutes. The Motorola representative may ask for the status of the lights as described in Front-Panel Lights and Error Conditions. Restarting Your SB6120 Most technical issues can be resolved by restarting the power on your cable modem. To restart the power on your SB6120: 1. Shutdown your computer. 2. Unplug the cable modem from the AC wall outlet and wait one minute. 3. Plug the cable modem into the wall outlet. 4. Wait until the Power, Receive, Send, and Online LEDs are solid ON. 5. Restart your computer. Problem Possible Solution Power light is off Check that the SB6120 is properly plugged into the electrical outlet. Check that the electrical outlet is working. Cannot send or receive data On the top front panel, note the first light that is off. This light indicates where the error occurred, as described in Front-Panel Lights and Error Conditions. If you have cable TV, check that the TV is working and the picture is clear. If you cannot receive regular TV channels, your data service will not function. Check the coaxial cable at the SB6120 and wall outlet. Hand-tighten if necessary. Check the IP address. Follow the steps for verifying the IP address for your system described in Configuring TCP/IP. Call your Internet Service Provider if you need an IP address. Disconnect and reconnect the Ethernet cable from the cable modem and your computer to make sure it is properly seated. 26