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G34/G36: Troubleshooting Internet Connection

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Question
How do I troubleshoot Internet connection issues with my G34/G36 Gateway?
Answer
If all the client devices in the home network have lost Internet connectivity, troubleshooting may resolve or provide insight on the cause of the issue.  This document provides helpful troubleshooting steps for Internet connectivity issues with the G34/G36.

Troubleshooting on the G34/G36 is not needed if the following scenarios are applicable:
  • First Time Setup
    For first time installation of the G34/G36 in a home network, following the installation steps in the article #19094 - G34/G36: Installation Setup.
     
  • At Least One Client Device with Internet Access
    The G34/G36 is connected to the Internet if at least one client device in the home network can access the Internet.  Connect the clients without Internet access to the G34/G36 with an Ethernet cable or to the Wi-Fi network.  Additional troubleshooting may be needed on the client without Internet.

The following troubleshooting steps are to be followed in sequence:
  1. Check the Power Supply
  2. Check the Gateways LED Light Status
  3. Power Cycle the Gateway
  4. Check the Cable Signal levels
  5. Reset to Factory Defaults 

Check the Power Supply
Use the power supply included with the G34/G36.  Overall functionality and performance cannot be guaranteed if the incorrect power supply is used when installing the G34/G36.  When using the incorrect power supply, the G34/G36 may get online and function, but firmware upgrades will not complete successfully.  


Check the Gateways LED Light Status
First step in troubleshooting is to check the LED located on the front of the G34/G36.  Reference the table below to identify the possible issue for the LED status and perform the steps listed under Possible Solutions.  The detailed troubleshooting steps for power cycle, check cable signal levels and reset to factory defaults are available below the LED Light Status table.
 
LED StatusPossible IssuesPossible Solutions
OFFWi-Fi cable modem is not properly plugged into the electrical wall outlet
  1. Check for damages on the power cord.
  2. Connect the power cord from the gateway and to an electrical outlet.
  3. Check that the electrical outlet is working; if controlled by a wall switch, confirm the wall switch is on.
  4. Try a different electrical outlet.
GREEN
BLINKING		IP registration is unsuccessful
  1. Check each end of the coaxial cable connection of the Wi-Fi cable modem and cable wall outlet. Use your hand to tighten each connector, if necessary.
  2. Check the Ethernet cable (if connected) to make sure it is properly connected to your Wi-Fi cable modem and computer.
  3. If you have cable television service, check your television to ensure your cable service is operating properly.


Power Cycle the Gateway
Power cycling the gateway is one of the easiest troubleshooting methods that may resolve connectivity issues.  It allows the G34/G36 to re-establish connection while retaining its current configuration settings. Following the steps below to power cycle the G34/G36.
  1. Shutdown the computer and switch off any connected clients.
     
  2. Disconnect the power cord from the AC wall outlet and wait one minute.
     
  3. Connect the power cord into the wall outlet.
     
  4. Wait until the LED is solid Green (Online in DOCSIS 3.0 mode) or Blue (Online in DOCSIS 3.1 mode).
NOTE: The G34/G36 Gateway takes approximately 4 minutes to fully operate after reboot.
  1. Restart the computer and client devices to check if the Internet connection is working.


Check the Cable Signal Levels
All DOCSIS cable modems require that the cable signals fall within a very specific range to be an acceptable level for the gateway to connect to the Internet.  The Downstream Power, Downstream SNR (Signal to Noise Ratio), and Upstream Power levels must be within the acceptable ranges for the G34/G36 gateway to operate properly.
  1. 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.  
     
  2. The SURFboard Web Manager is begin redirected to a more secure connection, click the Proceed button to continue.  The Gateway > Login page will appear.

    User-added image
     
  3. 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 by-pass 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 # 19077 - G34/G36: Web Manager First Time Login.
     
  4. The Username field has admin populated,  enter the custom password in the Password field.

    NOTE: If the Login page prompts for email address and password, retrieve the email address and password in the app to sign-in.  For detail instructions in the app, refer to article #19069 - SURFboard Central: Web Manager Access.
     
  5. Click the Login button.  The Gateway > Summary page will appear.

    User-added image
     
  6. On the left-hand menu, click the Connection tab, then click the WAN link on the sub-menu.  The Gateway > Connection > WAN page will appear.

    User-added image
     
  7. In the Downstream QAM section, verify Power Levels (dBmV) are within the acceptable range of -15 dBmV to +15 dBmV for each downstream channel.  Click the > next icon to review and capture all the downstream channels. 

    User-added image
     
  8. In the Downstream QAM section, identify the Modulation and Power Level (dBmV) to verify SNR (dB) levels are within the acceptable range for each downstream channel.  Click the > next icon to review and capture all the downstream channels. 
     
    Downstream Signal To Noise Ratio (SNR)
    ModulationDown Stream PowerAcceptable Downstream SNR
    QAM64-15 dBmV to +15 dBmV+23.5 dB or greater
    QAM256-6 dBmV to +15 dBmv+30 dB or greater
    -15 dBmV to -6 dBmV+33 dB or greater
    User-added image
     
  9. In the Upstream QAM section, identify the number of Index and Symbolic Rate (KSym/sec) to verify the Power Level (dBmV) is within the acceptable range for each upstream channel.
     
    Upstream Transmit Power Level
    IndexSymbol RateAcceptable Upstream Power Levels
    Single
     
         		1280 Ksym/sec45 dBmV to 61 dBmV
    2560 Ksym/sec45 dBmV to 58 dBmV
    5120 Ksym/sec45 dBmV to 57 dBmV
    Two1280 Ksym/sec45 dBmV to 58 dBmV
    2560 Ksym/sec45 dBmV to 55 dBmV
    5120 Ksym/sec45 dBmV to 54 dBmV
    Three or more1280 Ksym/sec45 dBmV to 55 dBmV
    2560 Ksym/sec45 dBmV to 52 dBmV
    5120 Ksym/sec45 dBmV to 51 dBmV
    Right click on the image to save it to your computer.
     
  10. Refresh the page at least twice to identify variations in SNR, Downstream Power, and Upstream Power.

    NOTE: If either of the signal levels are outside of the acceptable range, power cycle or factory reset the Wi-Fi cable modem.  Factory resetting the Wi-Fi cable modem will eliminate any customized settings.
     
  11. Contact the cable provider to adjust the signal levels to the acceptable level range.
 

Reset to Factory Defaults
Resetting the G34/G36 to the factory default settings should be used as the last resort.  This troubleshooting method resets all of the settings to the factory default state, clearing all previous connectivity configuration set by the cable provider and erases all custom configurations setup by the user.  
  1. Carefully insert a paper clip or small object into the reset button and press into it.
     
  2. Hold down the Reset button for at least 20 seconds and release it. The G34/G36 will then reboot, once the LED flash the G34/G36 has finished rebooting and will be configured with the default settings.

    NOTE: The G34/G36 Gateway takes approximately 4 minutes to fully operate after reboot.
Right click on the image to save it to your computer.
  1. 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.  
     
  2. The SURFboard Web Manager is begin redirected to a more secure connection, click the Proceed button to continue.  The Gateway > Home Network Wizard - Step 1 page will appear.

    User-added image

    NOTE: 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 by-pass the alert screen, refer to article # 18181 - Alert Message for Web Manager Access.
     
  3. Enter a new password in the New Password field and re-enter the new password in the Re-Enter New Password field. 

    Password Requirements:
    • Minimum of 8 characters 
    • At least one uppercase alpha character 
    • At least 1 number
    • One of ~ ! @ # $ % ^ * (  ) - _ = + [ ] { } | ; : , . / ?
  4. Enter the four-digit CAPTCHA code in the Type CAPTCHA Here field.
     
  5. Click the Next Step button.  The Gateway > Home Network Wizard - Step 2 page will appear.  

    User-added image

    NOTE: To use the default Wi-Fi credentials, click the Next Step button to skip this section. 
     
  6. Enter a new wireless network name in the Wi-Fi Network Name (2.4 Ghz) and the Wi-Fi Network Name (5 GHz) fields.
     
  7. Leave the Encryption Method (2.4 GHz) and the Encryption Method (5 GHz) fields at default (Recommended).
     
  8. Enter a new wireless password in the Network Password (2.4 GHz) and Network Password (5 GHz) fields.  
     
  9. Click the Next Step button.  The Gateway > Home Network Wizard - Step 3 page will appear.

    User-added image
     
  10. Leave the Time Zone Selection option at default (Automatic).
     
  11. Click the Time Format drop-down menu and select 24 hour format or 12 hour format.
     
  12. Leave the Date Format option at default (MM/DD/YYYY), then click the Finish button.  The Gateway > Login page will appear. 

    User-added image
     
  13. The Username field has admin populated, enter the custom password in the Password field.
     
  14. Click the Login button to access the G34/G36 Web Manager.

    User-added image
     
  15. Reconnect the computer and any other client devices to the G34/G36 network.  Try accessing www.arris.com or any other website to verify if there is a working Internet connection.
     

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