Consumers - mAX Routers: Troubleshooting Internet Connection
FAQs

Coronavirus (COVID-19) Disruption


Our Call Center is experiencing a high number of calls due to the COVID-19 situation. We are working to assist everyone who contacts us. In the meantime, please visit www.arris.com/selfhelp for most frequently asked questions about your device. We apologize for the inconvenience and will assist you soon.

ARRIS Consumer Care

Article

mAX Routers: Troubleshooting Internet Connection

« Go Back

Information

 
Question
How do I troubleshoot Internet connection issues with the mAX Router?
Answer
If Internet connection issues with the mAX Router 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 mAX Router and Satellite.

Troubleshoot Internet Connection on the mAX Router

Pre-Condition:
The modem must have an Internet connection.  Check the LED of the modem for Internet connectivity.  If the cable modem is not connected to the Internet, reference the manual or contact technical support to troubleshoot the modem.  If needed, contact the Internet provider to troubleshoot the Internet service

Resolution:
Check LED on the mAX router.  When the LED is Red, the Internet connection is disconnected.  Perform the following troubleshooting steps:
  1. Securely connect the Ethernet cable connectors to the WAN port of the mAX router and to the LAN port of the modem.
  2. Power cycle the modem, wait for it to completely boot up (may take at least 2 minutes or so) and then mAX router (may take at least a minute or so).  The mAX LED will become solid blue indicating Internet connection is established.
  3. As the last resort, factory reset the mAX router (including the mAX Satellite) by pressing down the reset button (while the router is powered on) on the bottom panel for 15 seconds.  Then re-onboard the mAX router and Satellite with the SURFboard Central app. 

    NOTE: Factory reset will erase all customized settings.

Troubleshoot Internet Connection on the mAX Satellite

Pre-Condition:
The mAX router must have an Internet connection.  Check the LED of the mAX router for Internet connectivity.  If the LED is Red, reference the section above to troubleshoot the mAX router.  

Resolution:
  1. Check LED on the mAX Satellite.  When the LED is Red, the BackHaul connection to the mAX router is disconnected.  
    • For wireless Backhaul connection:
      -Relocate the Satellite in the line of sight with the mAX router.
      -Relocate the Satellite closer to the mAX router (within 30 feets of distance).
    • For wired BackHaul connection: Securely connect the Ethernet cable connectors to any LAN port of the Satellite and to a LAN port of the mAX router.

      NOTE: It is recommended to not use any switches in between for the wired backhaul connection and directly connect the satellite to the main router with an Ethernet cable.
  2. Power cycle the mAX router and Satellite.  Turn off the power on the mAX router for 2 minutes.  Then power on the mAX router until the Internet connection is established.  Then power on the Satellite, allow up to 30 seconds to connect to the Internet.
  3. As the last resort, factory reset the Satellite by pressing down the reset button on the bottom panel for 15 seconds.  Then re-onboard the Satellite with the SURFboard Central app.  

    NOTE: Factory reset will only erase the settings in the Satellite and the customize settings in the mAX router are not impacted.

Feedback

 

Was this article helpful?


   

Your feedback is appreciated.

Characters Remaining: 255

 

Print
-->