ARRIS Consumer Care

G18/G20: Troubleshooting Logs

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Question

How do I generate Logs on my G18/G20 gateway?

Answer

The G18/G20 Gateway's performance and operation information can be viewed by generating logs. These logs are separated into three categories: System Logs, Event Logs, and Firewall Logs. This document describes how to generate, print, and save the Logs in the G18/G20.

Generate Logs

Launch a web browser, such as Internet Explorer, Firefox, or Safari. Enter http://192.168.0.1 into the address box, and press the Enter key. The https:// Redirect page will appear.
The SURFboard Web Manager is redirecting to a more secure connection, click the Proceed button to continue. The Gateway > Login page will appear.
A security or private risk alert may appear on the web browser advising users to proceed with caution when accessing the Web Manager. There is no risk in proceeding to the Web Manager. For instructions to bypass the alert screen, refer to article 18181 - Alert Message for Web Manager Access.

NOTE: The Home Network Wizard will appear if this is the first time accessing the Web Manager. For assistance with the wizard, refer to article 19602 - G18/G20: Web Manager First Time Login.
The Username field has admin populated, enter the custom password in the Password field.

NOTE: If the Login page prompts for an email address and password, retrieve the email address and password in the app to sign in. For detailed instructions in the app, refer to article 19069 - SURFboard Central: Web Manager Access.
Click the Login button. The Gateway > Summary page will appear.
On the left-hand menu, click on Troubleshooting. The Troubleshooting> Logs page will appear.
Click the Log Type drop-down menu, and select the logs to view (System Logs, Event Logs, or Firewall Logs).
Click the Time Frame drop-down menu and select the time to view (Today, Last 2 days, Last 7 Days, Last 30 Days, and or Last 90 days).
Click the Show Logs button. A pop-up window will appear.
On the pop-up window, click the OK button to continue.
The logs will be displayed as shown below.
To save the log, click the Print button to print a hard copy or click the Download button to save the file to a computer.