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SBG8300: Troubleshooting Internet Connection

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Question
How do I troubleshoot Internet connection issues with my SBG8300 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 SBG8300.

Troubleshooting on the SBG8300 is not needed if the following scenarios are applicable:
  • First Time Setup
    For first time installation of the SBG8300 in a home network, following the installation steps in the article #17912 - SBG8300: Installation Setup.
     
  • At Least One Client Device with Internet Access
    The SBG8300 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 SBG8300 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 SBG8300.  Overall functionality and performance cannot be guaranteed if the incorrect power supply is used when installing the SBG8300.  When using the incorrect power supply, the SBG8300 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 2 LEDs located on the front of the SBG8300.  Reference the table below to identify the possible issue for each 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
OnlineOFFWi-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.
BLINKINGIP 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.
Wi-FiOFFLED is disabled (not working)
  1. Check that all cable and power connections on your Wi-Fi cable modem are properly connected.
  2. Check that the Online and Wi-Fi LED icons on the front panel are lit up solid.
  3. Contact your service provider for assistance.
SLOW BLINKGreen: No clients found (5 GHz or dual-band)
Blue: No clients found (2.4 GHz band only)
  1. If the problem continues after checking the coaxial cable and your IP address, check the Wi-Fi Security Mode setting on the Gateway Wi-Fi connection screen.
  2. If you enabled Wi-Fi security and configured a passphrase on the Wi-Fi cable modem, be sure each affected Wi-Fi client has the identical passphrase. If this does not solve the problem, check if the Wi-Fi client supports the selected Wi-Fi security method.


Power Cycle the Gateway
Power cycling the gateway is one of the easiest troubleshooting methods that may resolve connectivity issues.  It allows the SBG8300 to re-establish connection while retaining its current configuration settings. Following the steps below to power cycle the SBG8300.
  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 Online, and Wi-Fi LEDs are solid Green.
NOTE: The SBG8300 Gateway takes approximately 10 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 SBG8300 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.
     
  4. Enter admin in the Username field and enter the custom password in the Password field.
     
  5. Click the Login button.  The Gateway > Summary page will appear.
NOTE 1: It is recommended to use the ARRIS SURFboard® Manager App to configure the SBG8300 home network quick and easy.  The ARRIS SURFboard® Manager app is available on both App Store and Google Play store at no charge. 
 
NOTE 2: It is required to register an ARRIS account with an email address and password when setting up the ARRIS SURFboard® Manager app with the SBG8300.  When accessing the Web Manager after the ARRIS SURFboard® Manager app setup, the Login page will ask for an email address and password.  Enter the registered email address and password to log in.

User-added image
  1. 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
     
  2. In the Downstream QAM section, verify Power levels are within the acceptable range of -15 dBmV to +15 dBmV for each downstream channel. 

    User-added image
     
  3. In the Downstream QAM section, identify the Modulation and Power to verify SNR levels are within the acceptable range for each downstream channel. 
     
    Downstream Signal To Noise Ratio (SNR)
    ModulationPowerAcceptable SNR
    64QAM-15 to 15 dBmV23.5 dB or greater
    256QAM-6 to 15 dBmv30 dB or greater
    -15 to -6 dBmV33 dB or greater
    User-added image
     
  4. In the Upstream QAM section, identify the number of Index, Channel Type, and Symbolic Rate to verify the Power levels are within the acceptable range for each upstream channel. 
     
    Upstream Transmit Power Level
    IndexChannel TypeSymbol RateAcceptable US Power Level
    Single
     
         		US_TYPE_STDMA1280 Ksym/sec+61 dBmV to 45 dBmV
    2560 Ksym/sec+58 dBmV to 45 dBmV
    5120 Ksym/sec+57 dBmV to 45 dBmV
    TwoUS_TYPE_STDMA1280 Ksym/sec+58 dBmV to 45 dBmV
    2560 Ksym/sec+55 dBmV to 45 dBmV
    5120 Ksym/sec+54 dBmV to 45 dBmV
    Three or moreUS_TYPE_STDMA1280 Ksym/sec+55 dBmV to 45 dBmV
    2560 Ksym/sec+52 dBmV to 45 dBmV
    5120 Ksym/sec+51 dBmV to 45 dBmV
    Right click on the image to save it to your computer.
     
  5. 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 modem.  Factory resetting the modem will eliminate any customized settings.
  1. Contact the cable provider to adjust the signal levels to the acceptable level range.


Reset to Factory Defaults
Resetting the SBG8300 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 10 seconds and release it. The SBG8300 will then reboot, once the LEDs flash the SBG8300 has finished rebooting and will be configured with the default settings.

    NOTE: The SBG8300 Gateway takes approximately 10 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. Enter admin in the Username field and the custom password in the Password field.
     
  14. Click the Login button to access the SBG8300 Web Manager.

    User-added image
     
  15. Reconnect the computer and any other client devices to the SBG8300 network.  Try accessing www.surfboard.com or any other website to verify if there is a working Internet connection.
     

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