Motorola ARRIS SURFboard SBM1000 Series User Manual page 69

Troubleshooting Tips
PROBLEM
Lost my Internet connection
after connecting the
SBM1400 and SBM1100
adapters to my cable
modem/router (gateway)
The signal on my TV is
impaired after I connect it to
the MoCA adapter
Forgot the IP address to my
MoCA adapter
Formed a link, but incurring
packet errors
SBM1000 SMART Video Adapter Kit • User Guide
590631-001-a
POSSIBLE SOLUTION
Reboot the router and recheck if you can get LAN side
connection to Internet.
If not, then power OFF both MoCA Adapters to confirm this
is the problem. If turning OFF the MoCA adapters restores
Internet access, then install a MoCA filter (included in the
box) between the splitter and the cable modem/router,
reconnect the MoCA adapter, and retest.
If the video on your TV is impaired, do the following:
• Remove the MoCA adapter and RF splitter and then
connect the coaxial cable directly to the set-top box.
Confirm that the signal is clean. If it is still impaired, then
there is a problem with your TV service. Please contact
your service provider.
• Confirm that the MoCA adapter is installed exactly as
recommended in Planning Your Installation.
• Make sure that all cables are securely connected.
Remember to only hand-tighten the coaxial cables.
Do the following to restore the MoCA adapter to its factory
default configuration:
• Press and hold the Reset button on the rear of the
SBM1000 adapter for at least five seconds, but no more
than 15 seconds.
Resetting to the factory defaults will
WARNING!
erase any personal configuration settings on the MoCA
adapter.
If you formed a link and your data rate is low or you are
incurring a large number of packet errors, try the following:
• Check to make sure all of your cable connections are
securely tightened.
61