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SBR-AC1200P: Troubleshooting No Internet Connection

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Question
How do I troubleshoot Internet connection issues with my SBR-AC1200P?
Answer
If Internet connection issues with the SBR-AC1200P router 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 SBR-AC1200P router.

The following troubleshooting steps are to be followed in sequence:


Verify If Any Client Has Internet Access

This section is to make sure that all clients are connected to the router's Ethernet port or Wi-Fi SSID, then determine if any clients have Internet access.  If a client has Internet access, the router is connected to the Internet and troubleshooting is needed on the clients without Internet.
  1. Make sure that the clients without Internet are connected to the SBR-AC1200P with an Ethernet cable or connected to the Wi-Fi SSID.
     
  2. If there are multiple clients on the network, confirm if any clients can access the Internet. 
     
  3. If a client can access the Internet, the SBR-AC1200P is connected to the Internet and troubleshooting is needed on the client without Internet.
     
  4. Browse to www.surfboard.com to test the Internet connection.


First Time Setup

This section is to confirm that if it's a first time setup, there must be a Internet modem device activated and connected properly to the router.
  1. Internet modem device (cable. DSL, or Satellite modem) is installed with Internet service activated. 
     
  2. If the Internet modem device is a Wi-Fi modem, contact the manufacturer or service provider to configure as a passthrough modem. 
     
  3. Verify that the blue Ethernet cable (included) is connected to the Ethernet port on back on the Internet modem device and to the blue WAN Ethernet port on the back of the SBR-AC1200P.

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Check the SBR LED Status 

Using the router's front panel Primary LED it is the easiest way to identify where the problem lies with the connection.

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The front panel Primary LED will displays the following Color/Behavior: 
  • If the front panel Primary LED is Solid Green, the router is connected to the Internet modem device and communicating.​
    1. Check that the Online LED of the Internet modem device shows Internet connection.
       
    2. If the Internet modem device LED indicates no Internet, the communication between the Internet modem device and the service provider is down.  Perform a reboot of Internet modem device and router.
       
    3. Contact the Internet modem device manufacturer or service provider to troubleshoot the Internet connectivity if the Internet modem device LED still indicates no Internet.
       
    4. If an Wi-Fi modem is used it may not be configured as a pass through device and is handing out a private address of 192.168.0.1 to the router, contact the manufacturer or service provider to configure as a passthrough modem.​
       
    5. The Internet modem device may be using private IP addresses for DNS, try using public IP DNS addresses in the router.  
       
    6. If the Internet is not accessible, please contact the Internet modem device manufacturer or service provider to troubleshoot Internet service.
       
    7. If the Online LED is solid, connect an Ethernet cable to the Ethernet port on the back of the Internet modem device and to the Ethernet port of the computer and browse to www.surfboard.com to test Internet connection.
       
    8. ​​If Internet is accesible, disconnect all Ethernet cables and unplug from the electrical outlet from both the Internet modem device and the SBR-AC1200P.
       
    9. Connect the blue Ethernet cable (included) to the Ethernet port on back on the Internet modem device and to the blue WAN Ethernet port on the back of the SBR-AC1200P.
       
    10. Connect the power cord to the rear of the Internet modem device and plug it to an available electrical wall outlet.  Verify that the online LED is solid.  
       
    11. Connect the power cord to the rear of the SBR-AC1200P and plug it to an available electrical wall outlet.  Allow 30 seconds for the front panel Primary LED to become solid green.  

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    12. Browse to www.surfboard.com to test the Internet connection.
       
    13. Reboot and factory reset the SBR-AC1200P if the problem persist.  Please refer to article to article # 16557 - SBR-AC1200P: Factory Reset.
       
    14. Verify that the SBR-AC1200P is on the latest firmware and upgrade the firmware if it is not the latest.  Please refer to article # 16596 - SBR-AC1200P: Firmware Upgrade.

      NOTE: Internet connection is required to download firmware.  Please use prior setup with working Internet connection or connect a client directly to the ISP modem device.    
 
  • If the front panel Primary LED is flashing Green, the router is not connected to the Internet modem device or the Internet modem device is not connected to the Internet.
    1. Check that the Internet modem device is powered ON with the Online LED showing Internet connection.
       
    2. If the Online is Off on the Internet modem device, reboot the Internet modem device.
       
    3. If the Internet modem device has been rebooted and the Internet LED is still off, contact the manufacturer or service provider to troubleshoot the Internet service. 
       
    4. If a Wi-Fi modem is used it may not be configured as a pass through device and is handing out a private address of 192.168.0.1, contact the manufacturer or service provider to configure as a passthrough modem.​
       
    5. Check that the blue Ethernet cable (included) is connected to the Ethernet port on the back of the Internet modem device and the other end is connected to the blue WAN Ethernet port on the back of the SBR-AC1200P.
       
    6. Check that the blue WAN Ethernet port LED is lit.  If the blue WAN Ethernet port LED it is off, replace existing Ethernet cable with another one.

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    7. If the Internet modem device is connected to FiOS service it may required a DHCP release and reboot from the service provider.
       
    8. If the online LED on the Internet modem device indicates Online connection and the front panel Primary LED is solid Green on the router, browse to www.surfboard.com to test Internet connection.
       
    9. Reboot and factory reset the SBR-AC1200P if the problem persist.  Please refer to article to article # 16557 - SBR-AC1200P: Factory Reset.
       
    10. Verify that the SBR-AC1200P is on the latest firmware and upgrade the firmware if it is not the latest.  Please refer to article # 16596 - SBR-AC1200P: Firmware Upgrade.

      NOTE: Internet connection is required to download firmware.  Please use prior setup with working Internet connection or connect a client directly to the ISP modem device.    
 
  • If the front panel Primary LED and back panel LEDs are Off, there is no power to the router.​
    1. Check that the SBR-AC1200P is plugged directly into a wall outlet.

      NOTE: if the SBR-AC1200P is connected to a power strip make sure it is powered ON.
       
    2. The SBR-AC1200P may be power on failure.
 
  • ​If the front panel Primary LED is solid Amber, the router is in standby mode.  
    1. Press the diamond shaped Standby button on top of the SBR-AC1200P to take it ut of standby mode.

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  • If the front panel Primary LED is flashing Red, there may be a router error during power ON.  
    1. ​​Reboot and factory reset the SBR-AC1200P if the problem persist.  Please refer to article to article # 16557 - SBR-AC1200P: Factory Reset.

 

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