Consumers - SBM1000: Troubleshooting MoCA Installation
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SBM1000: Troubleshooting MoCA Installation

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Question
How do I troubleshoot MoCA connection issues with my SBM1000?
Answer

If MoCA connection issues occur with the SBM1000 MoCA Adapters, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue.  This document provides helpful information for troubleshooting MoCA connection issues with the SBM1000 MoCA Adapters.

The following troubleshooting steps are to be followed in sequence:

  1. Check the physical connection
  2. Power Reset
  3. Verify the LEDs
  4. Direct Adapter-to-Adapter Coaxial Connection with RF Splitters
  5. Direct Adapter-to-Adapter Coaxial Connection
  6. Factory Reset


Check the Physical Connection

  1. Verify that the power cords of the MoCA adapters are connected from the Power ports of the adapters to the power outlets.
  2. Verify that the coaxial cables are connected from the Coax In ports of the adapters to the cable wall outlets.
  3. Verify that the Ethernet cables are connected from the Ethernet port(s) of the adapters to the Ethernet port(s) of the networked devices.
  4. Verify that the MoCA filter is connected from the coaxial port on the modem/gateway to the coaxial cable that's connecting to the RF splitter.

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Power Reset

  1. Unplug the MoCA adapter from the AC wall outlet and wait a few seconds.
  2. Plug the MoCA adapter into the wall outlet.
  3. The Coax and Speed LEDs on both MoCA adapters should be solid green within three minutes to indicate that a MoCA connection has been established between the two adapters.

    NOTE: The MoCA connection may take up to 10 minutes to establish.


Verify the LEDs

With the proper setup, the Power and Coax LEDs should be solid green,the Speed LED should be solid green or solid amber, and the Ethernet LED(s) should be solid green or flashing green.  If this is not the behavior that the MoCA adapters are displaying, please refer to this table for more information regarding LED behavior.

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Direct Adapter-to-Adapter Coaxial Connection with RF Splitters

  1. Go to the room where the SBM1400 is located.
  2. Disconnect the SBM1400 by doing the following:
    a.   Disconnect the SBM1400 power cord from the power wall outlet.
    b.   Disconnect the coaxial cable from the coaxial wall outlet.
    c.   If there is a RF splitter connected, leave it connected to the SBM1400 and the coaxial cable that's connected to the IN port of the RF splitter.  Disconnect the device from the other OUT port of the RF splitter.
    d.   Disconnect the Ethernet cable from the networked device (e.g. Smart TV, Set-Top Box), and from the SBM1400.
  3. Take the SBM1400, the SBM1400 power cord, and the RF splitter into the second room, where the SBM1100 is located.

    NOTE: If a RF splitter was not connected to the SBM1400, use a RF splitter that was included with the packaging.
     
  4. In the second room:
    a.   Disconnect the coaxial cable from the cable wall outlet or RF splitter, but keep the same coaxial cable connected to the SBM1100.
    b.   If there is a RF splitter connected, leave it connected to the SBM1100, but disconnect the device from the other OUT port of the RF splitter.

    NOTE: If a RF splitter was not connected to the SBM1100, use a RF splitter that was included with the packaging.

    c.   With the RF splitter that is connected to the SBM1100, connect the IN port of that RF splitter to in the IN port of the other RF splitter which is connected to the SBM1400.
    d.   Take another coaxial cable and connect it to the IN port of the RF splitter, and to the IN port of the second RF splitter.
    e.   Connect both power adapters from the SBM1100 and SBM1400 power ports to the electrical wall outlet.
    f.    Verify the LEDs on both MoCA adapters. If the Coax and Speed LEDs on both MoCA adapters become solid green within 10 minutes, this means that one or more of the coaxial ports on the cable wall outlets has malfunctioned, or there is some failing cabling in the home. 


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Direct Adapter-to-Adapter Coaxial Connection

  1. Go to the room where the SBM1400 is located.
  2. Disconnect the SBM1400 by doing the following:
    a.   Disconnect the SBM1400 power cord from the power wall outlet.
    b.   Disconnect the coaxial cable from the SBM1400
    c.   Disconnect any Ethernet cables from the SBM1400.
  3. Take the SBM1400 and the SBM1400 power cord into the second room, where the SBM1100 is located.
  4. In the second room:
    a.   With the coaxial cable that's connected to SBM1100, disconnect the other end of that cable from the cable wall outlet or RF splitter.
    b.   Connect that same cable to the Coax In port of the SBM1400, so that the SBM1400 and SBM1100 are directly to each other with a coaxial cable.
    c.   Connect both power adapters from the SBM1100 and SBM1400 power ports to the electrical wall outlet.
    d.   Verify the LEDs on both MoCA adapters. If the Coax and Speed LEDs on both MoCA adapters become solid green within 10 minutes, this means that one or more of the coaxial ports on the cable wall outlets has malfunctioned, or there is some failing cabling in the home. 


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Factory Reset

If the MoCA connection is down due to a corrupted setting(s) in one or more MoCA Adapters, resetting the MoCA Adapters to factory default settings may help resolve the issue.

CAUTION: This process will clear all configurations and should be used as the last resort.  Performing a Factory Reset will erase any configuration changes made previously and may require the MoCA adapters to be reconfigured using the Graphical User Interface (GUI). 

WARNING: If MoCA Security has been enabled for the MoCA adapters, the factory reset will cause the MoCA Security to be disabled.  Whether if both adapters are able to connect or not connect after the factory reset, MoCA Security will still be disabled.  If MoCA Security is desired, it must be re-enabled by logging into the GUI.

  1. Carefully insert the tip of a pen or an unwound paperclip into the reset switch and press on to it.

    NOTE: Make sure you feel or hear a click when you press the reset switch.
     
  2. Hold down the Reset button for at least 5 seconds, but no more than 15 seconds.

    NOTE: Pressing and holding the Reset button for at least 1 second, but no more than five seconds will reboot the MoCA adapter and maintain all of the current MoCA adapter settings. 

    SBM1100 Factory Reset Switch

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    SBM1400 Factory Reset Switch

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