How to Troubleshoot a Motorola Surfboard Cable Modem

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When you troubleshoot problems with your Motorola Surfboard cable modem, you may avoid a trip to a computer technician. Problems such as the power light not being lit or the modem not sending or receiving data may sometimes be repaired with basic troubleshooting. Installation problems may show an error message when you attempt to connect to the Internet. You can even troubleshoot installation problems related to the modem's USB driver.

Power Light Off

  1. Ensure your Motorola Surfboard cable modem is plugged into a working outlet.

  2. Check the power supply cord connected to the modem to ensure it is securely connected.

  3. Press the "Reset" button located on the back of the modem. Use the tip of a pin to push in the button for at least 30 seconds.

Cannot Send or Receive Data

  1. Check the front panel lights. If the "Receive" or "Send" lights are flashing, the modem is unable to send or receive data.

  2. Check the coaxial cable connected to the Motorola modem. Ensure it is securely connected to the back of the modem.

  3. Press and hold the "Reset" button for at least one minute.

  4. Disconnect the modem's power supply cord if it continues to not send or receive data. Reconnect the cord after one minute.

Installation Issues

  1. Insert the Motorola Surfboard cable modem installation CD in the computer's CD/DVD drive. Exit the installation wizard when it begins and disconnect the modem from the computer.

  2. Click "Start," then click "All Programs." Click "Accessories," then click "Run." Enter "explorer" in the "Run" field and click "OK."

  3. Double-click "My Computer," then double-click the icon for your modem. Double-click "remove" and the Motorola USB Driver Removal Utility will begin.

  4. Follow the onscreen prompts to uninstall the USB driver for the modem. Click "Exit" when the process is complete.

  5. Restart the computer and reconnect the modem to the computer. The installation wizard will begin when the computer recognizes your modem. Follow the onscreen prompts to re-install the USB driver for the modem.

Tips & Warnings

  • If your modem doesn't go online (your "online" LED isn't lit solid), and you don't believe you have any signal from your cable provider, check the cable by unscrewing it from the modem and hooking the coax cable up to a small TV somewhere in the house. It you have a good picture then you at least know you have some type of signal from your cable provider on that cable. If you have a splitter in the room that your modem is hooked up to, remove the splitter and hook the cable coming out of your floor or wall directly into the back of your modem.
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