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G54: Troubleshooting Internet Connection

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Question
How do I troubleshoot Internet connection issues with my G54 gateway?
Answer
If all the client devices in the home network have lost Internet connectivity, troubleshooting may resolve or provide insight into the cause of the issue.  This document provides helpful troubleshooting steps for Internet connectivity issues with the G54.

Troubleshooting on the G54 is noft needed if the following scenarios are applicable:
  • First Time Setup
    For first-time installation of the G54 in a home network, follow the installation steps in article 19515 - G54: First Time Installation.
     
  • At Least One Client Device with Internet Access
    The G54 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 G54 with an Ethernet cable or to the Wi-Fi network.  Additional troubleshooting may be needed on the client without the 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 G54.  Overall functionality and performance cannot be guaranteed if the incorrect power supply is used when installing the G54.  When using the incorrect power supply, the G54 may get online and function, but firmware upgrades will not be completed successfully.  


Check the Gateways LED Light Status
The first step in troubleshooting is to check the LED located on the front of the G54.  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 the power cycle, check cable signal levels, and reset to factory defaults are available below the LED Light Status table.
 
LED StatusPossible IssuesPossible Solutions
OFFThe Wi-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 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.
Blue and Green (Alternating colors)Error mode.  
  1. Check each end of the power supply connection of the Wi-Fi cable modem and wall power outlet. 
  2. 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.
  3. Restart the G54.
Light Blue (Blinking)WAN over Ethernet mode, cable is unplugged, or no Internet. 
  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 G54 to re-establish connection while retaining its current configuration settings. Following the steps below to power cycle the G54.
  1. Shut down 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 to 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 G54 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 G54 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.     
     
  2. 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 19497 - G54: Web Manager First Time Login.
     
  3. On the Login page, enter the custom password in the Password field.  The Username field is populated with admin. 

    NOTE: If the Username field is populated with an email address, retrieve the admin password from the SURFboard Central app to log in.  For detailed instructions in the app, refer to article 19069 - SURFboard Central: Web Manager Access.
     
  4. Click the Login button.  The Gateway > Summary page will appear.

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

    User-added image
     
  6. In the Downstream QAM section, verify the Power Levels (dBmV) and SNR (dB) are within the acceptable range for each channel. 

    ACCEPTABLE LEVELS
    Downstream Power: -10 dBmV to +10 dBmV
    Signal to Noise (SNR): +35 dB and above  
     
  7. Click the > next icon to review and capture all the downstream channels. 

    Downstream QAM
     
  8. The acceptable range for the Upstream Power Level for each upstream channel should be between 35 (dBmV) and 50 (dBmV).

    Right click on the image to save it to your computer.
     
  9. Refresh the page at least twice to identify variations in the SNR, Downstream Power Level, and Upstream Power Level. 

    NOTE: If any of the signal levels are outside of the acceptable range can indicate an issue with the coaxial cable line cable on either inside or outside of the home.  Other factors that can cause poor signal levels are too many or a malfunctioning splitter, loose coaxial connection to a device such as a TV box, or a bad coaxial end.  Removing any unneeded splitter, verifying that all coaxial connections are tight and visually inspecting any visible coaxial cables for wear and tear could help identify the root cause of the poor signal levels.  If the issue persists or if unable to check for any of these issues, contact the cable provider for assistance.

Reset to Factory Defaults
Resetting the G54 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 configurations set by the cable provider and erasing all custom configurations set by the user.  
  1. Carefully insert a paper clip or small object into the reset button and press it.
     
  2. Hold down the Reset button for at least 20 seconds and release it. The G54 will then reboot, once the LED flashes the G54 has finished rebooting and will be configured with the default settings.

    NOTE: The G54 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.     
     
  2. 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.
     
  3. On the Home Network Wizard screen, 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.
     
  5. Click the Save Settings button.  The Home Network Wizard - Step 2 page will appear.  

    Home Network Wizard - Step 1
     
  6. The default Wi-Fi network name and network password are shown in Step 2.

     NOTE: Complete the Home Network Wizard and log in to the Web Manager to customize the Wi-Fi credentials. 
     
  7. Click the Next Step button.  The Home Network Wizard - Step 3 page will appear.
     
  8. Click on the Time Zone drop-down to select the time zone. 
     
  9. Click the Time Format drop-down menu and select either the 24 hour format or 12 hour format.
     
  10.  Click the Date Format drop-down to select the date format, then click the Finish button.  The Gateway > login page will appear. 

    Home Network Wizard - Step 3
     
  11. The Username field has admin populated, enter the custom password in the Password field.
     
  12. Click the Login button to access the G54 Web Manager.

    User-added image
     
  13. Reconnect the computer and any other client devices to the G54 network.  Try accessing www.surfboard.com or any other website to verify if there is a working Internet connection.
     

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