Question about Arris SURFboard SB4200 Modem

1 Answer

All lights work, no connection

All the lights are working indicating that the modem is working, but the connection fades away, until I restart the modem by switching the power cord of and the back on. This happens often, maybe 10-20 times a day...

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  • Brian The Dog Feb 10, 2008

    Here's a screenshot of the logs. Hope it's enough..
    Thanks in advance!

  • Brian The Dog Feb 10, 2008

    Hope this helps... Sorry for the trouble, and thanks again for trying!

  • Brian The Dog Feb 11, 2008

    Thank you for your quick replay! I did move my modem to another room... I'll look into it first thing in the morn ing and tell you what happened!

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Try accessing the modem itself and see what is happening on the error log.

You can do this by entering "192.168.100.1" in your browser and hitting enter.

The user name is "admin", the password is "motorola"

Then click on "logs"

The timestamps on the left of the chart are coded pretty "oddly".

For instance, mine says "080206171157" as the last entry.

This means:
08 (year)
02 (month)
06 (day)
171157 (time in 24 hour format)

Try to find one that matches a time when it dropped, and see what made it fail.

I can help you further once you get that information.

Posted on Feb 09, 2008

  • brian c
    brian c Feb 10, 2008

    These are all recent errors?

    It appears that it simply can't "hold" the signal.

    Do the same thing, but this time click on "signal" and post the screenshot.

    Sorry for all the questions, but this is the process of troubleshooting. It may be something as simple as corrosion on the connector outside, or a splitter on its way out. Once I see the signal to noise ratios, this will help me further diagnose the problem.

  • brian c
    brian c Feb 10, 2008

    OK, you have a line problem as indicated by the -2 dBmV downstream power level. Your upstream is within specifications.

    It is either a bad splitter, or a line problem outside. My best guess is a corroded connector by a drip loop on the wire.

    Did you recently move the modem to another room, etc?

    You have to be sure the modem is connected to the very first splitter on the line. This is crucial.

    If you are able to, try connecting the modem directly to the incoming line, with no splitters. this may be hard, as some people have splitters outside, or down in basements. A laptop will l also make this a lot easier to access the modem instead of lugging a desktop PC around. Then let the modem connect, etc, and check the power level. If the downstream power level is +5 or higher, you can rule out an outside line problem, and can start by replacing the splitter. If the power level is still in the negatives, you have an outside line problem, and you need to call your provider.

    Let me know.

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