SB6182: Troubleshoot Internet Connection

If Internet connection issues with the SB6182 arise, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue.  This document provides helpful information for troubleshooting Internet connection issues with the SB6182.

The following troubleshooting steps are to be followed in sequence:

1. Check the physical connection
2. Verify the LEDs
3. Power Reset
4. Factory Reset
5. Verify the cable signal

NOTE: If the solutions provided in this document do not resolve the issue, please contact the cable operator for assistance.

Check the physical connection

1. Verify that the SB6182 power cord is connected from the power port of the SB6182 to the power outlet.
2. Verify that the coaxial cable is connected from the cable port of the SB6182 to the cable outlet.
3. Verify that the Ethernet cable is connected from the Ethernet port on the SB6182 to the Ethernet port on the computer.
   
   

Verify the LEDs

With the proper setup, the Online LED should be solid green, and the Link LED should either be amber or blue.  If this is not the behavior that the SB6182 is displaying, please refer to this table for more information regarding LED behavior.

Power Reset

1. Shutdown the 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.
5. Restart the computer.

Factory Reset

1. Disconnect the coaxial cable.
    
2. Power cycle the unit by disconnecting the power cord for 10 seconds, then reconnect the power cord.
   
   
    
3. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter http://192.168.100.1 into the address box.  The Status page will appear.
   
   
    
4. Click the Configuration link on top.  The Configuration page will appear.
    
5. Click the Restore Factory Defaults button (as shown below).
   
   
    
6. When asked, Do you want to proceed?, click the OK button.  The modem will reset to it's factory state, and will go through the initialization process.
    
7. Connect the coaxial cable to the modem.
   
   NOTE: The initialization process may take 5 to 30 minutes.

Verify the cable signal

1. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter http://192.168.100.1 into the address box.  The Status page appears.
   
    
    
2. Click the Signal link on top of the page.  The Signal page appears.
   
    
     

These levels apply to all Motorola cable modems and cable modem/gateways.  These values are absolutes.  If the cable modem is experiencing levels that approach the minimum or maximum acceptable levels, then it is a warning sign that there is a possible cable plant issue.  If the cable connection at the modem is OK, then it is advised to contact the cable operator to address the issue.

Acceptable Signal Levels (per channel)