ARRIS SB6183: Troubleshoot Internet Connection

Information

❓ How do I troubleshoot Internet connection issues with my SB6183?

If Internet connection issues with the SB6183 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 SB6183.

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

Diagram Description: Illustrates the physical connections for the ARRIS SB6183 cable modem. It shows a coaxial cable connecting from a wall outlet to the modem's coaxial port, an Ethernet cable connecting from the modem's Ethernet port to a computer's Ethernet port, and a power cord connecting from the modem's power port to an electrical outlet.

1. Verify that the SB6183 power cord is connected from the power port of the SB6183 to the power outlet.
2. Verify that the coaxial cable is connected from the cable port of the SB6183 to the cable outlet.
3. Verify that the Ethernet cable is connected from the Ethernet port on the SB6183 to the Ethernet port on the computer.

Verify the LEDs

With the proper setup, the Online LED should be solid green. If this is not the behavior that the SB6183 is displaying, please refer to this table for more information regarding LED behavior.

Power Reset

Follow these steps for a 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

Follow these steps for a 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.

Diagram Description: Shows the ARRIS SB6183 modem with labels pointing to the Power port and the Coaxial cable connection port.

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.

Screenshot Description: The ARRIS web interface is shown, with tabs for STATUS, PRODUCT INFORMATION, EVENT LOG, ADDRESSES, CONFIGURATION, and HELP. The Status page displays connection states. The Configuration page is accessible via a link.

4. Click the Configuration link on top. The Configuration page will appear.
5. Click the Restore Factory Defaults button.

Note: Resetting the cable modem to its factory default configuration will remove all stored parameters learned by the cable modem prior initializations. The process to get back online from a factory default condition could take from 5 to 30 minutes. Please consult the cable modem User Guide for details on the power up sequence.

Screenshot Description: The Configuration page shows fields for Downstream Frequency (Hz), Upstream Channel ID, and Downstream Frequency Plan. Buttons for Reboot and Restore Factory Defaults are present. A confirmation dialog box appears asking "Do you want to proceed?".

6. When asked, "Do you want to proceed?", click the OK button. The modem will reset to its 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

To verify the cable signal, follow these steps:

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 will appear.
2. In the Downstream Bonded Channels section, verify Power levels are within the acceptable range of -15 dBmV to +15 dBmV for each downstream channel.

Screenshot Description: The Status page displays a table for Downstream Bonded Channels with columns for Channel, Lock Status, Modulation, Channel ID, Frequency, Power, SNR, Corrected, and Uncorrected. Another table for Upstream Bonded Channels is also shown.

3. In the Downstream Bonded Channels section, identify the Modulation and Power to verify SNR levels are within the acceptable range for each downstream channel.

Acceptable SNR Levels (dB):

• If QAM64, SNR should be 23.5 dB or greater.
• If QAM256 and DPL (-6 dBmV to +15 dBmV), SNR should be 30 dB or greater.
• If QAM256 and DPL (-15 dBmV to -6 dBmV), SNR should be 33 dB or greater.

Screenshot Description: A table titled "Downstream Bonded Channels" shows detailed channel information including Lock Status, Modulation, Channel ID, Frequency, Power, SNR, Corrected, and Uncorrected values for channels 1 through 8.

4. In the Upstream Bonded Channels section, identify the number of Channels, Type, Symbolic Rate to verify Upstream Power levels are within the acceptable range for each upstream channel.

Screenshot Description: A table titled "Upstream Bonded Channels" shows Channel, Lock Status, US Channel Type, Channel ID, Symbol Rate, and Frequency for channels 1 through 4.

Acceptable Upstream Power Levels (dBmV):

Screenshot Description: A table titled "Upstream Transmit Power Level" details acceptable power levels based on Channel, US Channel Type, and Symbol Rate. It lists ranges for Single, Two, and Three or more channels.

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.

6. Contact the cable provider to adjust the signal level to the acceptable level range.

Acceptable Signal Levels

Downstream Signal to Noise Ratio (SNR)