Installation guide

SBV6220 Quick Start Guide 5
Troubleshooting
This section covers some of the common problems that may occur during installation of your digital voice modem. Before calling your
service provider, follow the applicable instructions provided below to quickly resolve the problem. If the problem still exists, then you
should contact your cable service provider.
For more information on advanced troubleshooting issues and using your digital voice modem, see the SBV6220 DOCSIS 3.0 Digital
Voice Modem Installation Guide available at Digital Voice Modems area on the Motorola website, http://broadband.motorola.com/
consumers/support.
Problem Solution
Green POWER LED is off
- or -
All LEDs are off
Check that the AC/DC power adapter is securely plugged into the back of the SBV6220 • and the
electrical wall outlet.
Make sure the power adapter is plugged into a live electrical outlet that is • not switch-controlled.
SBV6220 cannot receive or
send data
Check the coaxial cable connection on the SBV6220 and cable service wall outlet. Hand-tighten •
the cable connectors, if necessary.
Check that the Ethernet cable is properly connected to the SBV6220 and your computer.•
Check the LEDs on the front of the SBV6220. Note the fi rst LED from top to bottom that is • off
or fl ashing. This LED shows where the error occurred; see Front Panel Description on page 2 for
more information.
POWER, RECEIVE, SEND, and ONLINE LEDs should always be on. LINK LED should be fl ashing.
If you do not have cable TV service, then you must contact a cable service provider.•
If you have cable TV service, then you can determine if the cable system is working properly
by viewing a channel on your TV. If you cannot see a picture on the TV, then your data and voice
service will not work; you will need to contact your cable service provider.
Check the IP address by following the steps for your operating system in the user guide: See the •
SBV6220 DOCSIS 3.0 Digital Voice Modem Installation Guide for the operating system you are
running by performing the steps in one of the following sections:
Verifying the IP Address in Windows Vista o
Verifying the IP Address in Windows XP o
Verifying the IP Address in Windows 2000 o
If you need an IP address, call your cable service provider.
No telephone service
- or -
TEL 1 or TEL 2 LED is off
If your telephone requires external power, check the AC power connection to your telephone.•
Check that the telephone lines are properly connected to the SBV6220. If they are and the TEL 1 •
or TEL 2 LED remains off, the telephone line is not set up for voice service. Contact your service
provider.
TEL 1 or TEL 2 LED is
fl ashing (rapidly)
A telephone wiring fault was detected. Check the applicable telephone wiring. •