ARRIS G34 Multi Gigabit Cable Modem and Wi-Fi Router User Guide

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Chapter 10  

Troubleshooꢀng ꢀps  

If the soluꢀons listed in the Troubleshooꢀng Soluꢀons table below do not solve your  

problem, please contact your service provider for assistance.  

You may have to reset the G34/G36 Wi‑Fi cable modem conꢂguraꢀon to its original factory  

seꢃngs if the G34/G36 is not funcꢀoning properly. See Restore the G34/G36 default  

conꢂguraꢃon seꢄngs (page 56)for more informaꢀon.  

Soluꢀons  

problem  

Possible soluꢀon  

Cannot Send or  

Receive Data  

Check each end of the coaxial cable connecꢀon on the and cable  

wall outlet.  

Use your hand to ꢀghten each connector, if necessary.  

Check the Ethernet cable (if connected) to make sure it is properly  

connected to your and computer.  

If you have cable television service, check your television to ensure  

your cable service is operaꢀng properly.  

If none of the above soluꢀons resolves the problem, contact your  

service provider or call ARRIS Technical Support at  

1-877-466-8646 for assistance.  

Cannot Access the  

Internet  

Check that all cable and power connecꢀons on your and computer  

are properly connected.  

Check that the front panel LED is lit up solid.  

Contact your service provider for assistance.  

Wi-Fi Devices Cannot  

Send or Receive Data  

If the problem conꢀnues aſter checking the coaxial cable and  

Ethernet connecꢀons and your IP address, check the Wi-Fi  

Security Mode seꢃng on the Gateway Wi-Fi Connecꢀon screen.  

If you enabled Wi-Fi security and conꢂgured a passphrase on your  

G34/G36, be sure each affected Wi-Fi client has the idenꢀcal  

passphrase. If this does not solve the problem, check if the Wi-Fi  

client supports the selected Wi-Fi security method.  

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SURFboard G34/G36 DOCSIS 3.1 Wi-Fi Cable Modem User Guide STANDARD Revision x.5  

68  

   

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