Consumers - SB6141: Troubleshooting Internet Connection

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SB6141: Troubleshooting Internet Connection

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How do I troubleshoot Internet connection issues with my SB6141?
If Internet connection issues with the SB6141 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 SB6141.

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
  6. If the solutions provided in this document do not resolve the issue, please contact the cable operator.

Check the physical connection

  1. Verify that the SB6141 power cord is connected from the power port of the SB6141 to the power outlet.
  2. Verify that the coaxial cable is connected from the cable port of the SB6141 to the cable outlet.
  3. Verify that the Ethernet cable is connected from the Ethernet port on the SB6141 to the Ethernet port on the computer.


Verify the LEDs

With the proper setup, the Online LED should be solid green, and the Link LED should either be amber or blue. If this is not the behavior that the SB6141 is displaying, please refer to this table for more information regarding LED behavior.


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

  1. Disconnect the coaxial cable from the modem.  
  2. Power cycle the modem by disconnecting the power cord for 10 seconds, then reconnect the power cord.

    User-added image

  3. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter into
    address box.  The Status page will appear.

  4. Click the Configuration link on top. The Configuration page will appear.
  5. Click the Reset All Defaults button (as shown below).


  6. When asked, Do you want to proceed?, click the OK button.  The modem will reset to it's 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

  1. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter into the address box.  The Status page will appear.
  2. Click the Signal link on the top menu.  The Signal page will appear.
  3. In the Downstream section, verify Power levels are within the acceptable range of - 15 dBmV to + 15 dBmV for each downstream channel. 

    User-added image 
  4. In the Downstream section, identify the Modulation and Power to find verify SNR levels are within the acceptable range for each downstream channel. 

    Acceptable SNR Levels (dB): 
    If QAM64SNR 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.   

    User-added image

  5. In the Upstream section, identify the Symbolic Rate to find verify Upstream Power levels are within the acceptable range. 

    Acceptable Upstream Power Levels (dBmV):

    User-added image

    Upstream Transmit Power Level
    ChannelUS Channel TypeSymbol RateAcceptable US Power Level
    TDMA1280 Ksym/sec+61 dBmV to 45 dBmV
    ATDMA2560 Ksym/sec+58 dBmV to 45 dBmV
    5120 Ksym/sec+57 dBmV to 45 dBmV
    TDMA1280 Ksym/sec+58 dBmV to 45 dBmV
    ATDMA2560 Ksym/sec+55 dBmV to 45 dBmV
    5120 Ksym/sec+54 dBmV to 45 dBmV

    Three or more
    TDMA1280 Ksym/sec+55 dBmV to 45 dBmV
     2560 Ksym/sec+52 dBmV to 45 dBmV
     5120 Ksym/sec+51 dBmV to 45 dBmV
  6. Refresh the page at least twice to identify variations in SNRDownstream Power, and Upstream Power.   

    NOTE: If the either of the signal levels are outside of the acceptable range, power cycle or factory reset the modem. 

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

Acceptable Signal Levels

Recommended Max Downstream
Power Level (DPL)
Recommended Min Downstream
Power Level (DPL)
+15 dBmV-15 dBmV
Downstream Signal to Noise Ratio (SNR)
ModulationDownstream Power LevelAcceptable DS SNR
64 QAMn/a23.5 dB or greater
256 QAM
-6 dBmV to +15 BmV30 dB or greater
-6 dBmV to -15 dBmV33 dB or greater
Upstream Transmit Power Level
ChannelUS Channel TypeSymbol RateRecommended Max US Power LevelRecommended Min US Power Level
SingleTDMA1280 Ksym/sec+61 dBmV 45 dBmV
ATDMA2560 Ksym/sec+58 dBmV 45 dBmV
5120 Ksym/sec+57 dBmV 45 dBmV
TwoTDMA1280 Ksym/sec+58 dBmV 45 dBmV
ATDMA2560 Ksym/sec+55 dBmV 45 dBmV
5120 Ksym/sec+54 dBmV 45 dBmV
Three or moreTDMA1280 Ksym/sec+55 dBmV 45 dBmV
ATDMA2560 Ksym/sec+52 dBmV 45 dBmV
5120 Ksym/sec+51 dBmV 45 dBmV



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