Consumers - SB6190: Troubleshoot Internet Connection
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SB6190: Troubleshoot Internet Connection

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Question
How do I troubleshoot Internet connection issues with my SB6190? 
Answer
If Internet connection issues with the SB6190 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 SB6190.

The following troubleshooting steps are to be followed in sequence:
  1. Check the physical connection
  2. Check the LED Lights
  3. Perform Power Reset
  4. Perform Factory Reset
  5. Check the Cable Signal Levels

    NOTE: If the solutions provided in this document do not resolve the issue, please contact the cable operator for assistance.

Check the physical connection
  1. Verify that the SB6190 power cord is connected from the power port of the SB6190 to the power outlet.
  2. Verify that the coaxial cable is connected from the cable port of the SB6190 to the cable outlet.
  3. Verify that the Ethernet cable is connected from the Ethernet port on the SB6190 to the Ethernet port on the computer.

    User-added image

Check the LED Lights

With the proper setup, the Online LED should be solid green.  If this is not the behavior that the SB6190 is displaying, please refer to this table for more information regarding LED behavior.

User-added image


Perform 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.

Perform 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.
     
  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.

    NOTE 1: A security or private risk alert may appear on the web browser advising users to proceed with caution when accessing the Web Manager.  There is no risk in proceeding to the Web Manager.  
    For instructions to by-pass the alert screen, refer to article # 18181 - Alert Message for Web Manager Access.

    NOTE 2: A login page may appear to access the Web Manager.  Enter the default username admin in the Username field and enter the default password password or customized password in the Password field.  For additional information, refer to article # 16148 – SB6190 Web Manager Access.

    User-added image
  4. Click the Configuration link on the top menu.  The Configuration page will appear.
     
  5. On the Configuration page, click the Restore Factory Defaults button (as shown below).
     
  6. When asked, Do you want to proceed?, click the OK button.

    User-added image

     
  7. Connect the coaxial cable to the modem.

    NOTE: It may take between 5 to 30 minutes for Internet access.
 
    Check the Cable Signal Levels
    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.

      NOTE 1: A security or private risk alert may appear on the web browser advising users to proceed with caution when accessing the Web Manager.  There is no risk in proceeding to the Web Manager.  For instructions to by-pass the alert screen, refer to article # 18181 - Alert Message for Web Manager Access.

      NOTE 2: A login page may appear to access the Web Manager.  Enter the default username admin in the Username field and enter the default password password or customized password in the Password field.  For additional information, refer to article # 16148 – SB6190 Web Manager Access.

       
    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. 

      Right click on the image to save it to your computer.
       
    3. In the Downstream Bonded Channels 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 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.  


      Right click on the image to save it to your computer.
       
    4. In the Upstream Bonded Channels section, identify the number of ChannelsTypeSymbolic Rate to find verify Upstream Power levels are within the acceptable range for each upstream channel. 

      Acceptable Upstream Power Levels (dBmV):


      Right click on the image to save it to your computer.
       
      Upstream Transmit Power Level
      ChannelUS Channel TypeSymbol RateAcceptable US Power Level
       
      Single
      TDMA1280 Ksym/sec+61 dBmV to 45 dBmV
      ATDMA2560 Ksym/sec+58 dBmV to 45 dBmV
      5120 Ksym/sec+57 dBmV to 45 dBmV
       
       
      Two
      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
       
       
       
      ATDMA
       2560 Ksym/sec+52 dBmV to 45 dBmV 
       5120 Ksym/sec+51 dBmV to 45 dBmV
    5. Refresh the page at least twice to identify variations in SNR, Downstream 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. 

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

    Acceptable Cable 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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