Troubleshooting Tips for Motorola Surfboard Cable Modems

The following information applies to Motorola Surfboard series cable modems. If you have a different cable modem and require specific information about that modem please refer to the manufacture’s website.

Motorola Surfboard LED Information

LED	Function
Power	A solid light indicates the modem is powered on.
Receive	When the light is flashing the modem is scanning for a receive channel connection. A solid light indicates the channel connection is acquired.
Send	When the light is flashing, the modem is scanning for the send channel connection. A solid light indicates the channel connection is acquired.
Online	When the light is flashing, the modem is scanning for the network configuration server connection. A solid light indicates the connection is acquired.
PC/Activity	When the light is flashing, the modem is transmitting or receiving data. When the light is off, the modem is not transmitting or receiving data.
Stand-by LED & Button	Press this button (located on the top of the modem) to disable the Ethernet and USB ports on the modem. No data will be transmitted or received. Press the button again to transmit and receive data. When the standby button is activated, all other lights turn off.

Troubleshooting Tips

If you are having troubles connecting to the internet, first try to reset the modem by unplugging the power cord from the modem and wait 1 to 2 minutes. When the modem lights come back on restart your computer or if your modem is connected to a router unplug your router for 30 seconds and plug it back in again. If you are still not able to connect try the tips below.

Problem	Possible Solution
Green POWER light is off	Check that the power cord is properly plugged into the wall outlet and rear panel of the modem. Check that the electrical outlet is working. If the Standby LED is on, the cable modem is in standby mode. Press the Standby button to reconnect Internet service.
Cannot Send or Receive Data	Check the lights on the front panel. Check the coaxial cable at the modem and wall outlet. Check that the USB or Ethernet cable is attached at the modem and the computer. Try to reset the modem by unplugging the power cord from the modem and wait 1 to 2 minutes.
Receive LED is off or blinking	The receive channel has been lost, verify television service and that the coaxial connection between the wall outlet and cable modem is connected.
Send LED is off	The send channel has been lost. If the cable modem has been moved to a different outlet please contact customer service to relocate the modem. If you have a splitter feeding a TV on the same coaxial line as the cable modem, remove the splitter and connect the coaxial cable directly the modem.
Online LED is off or flashing	The modem has not registered with CableAmerica servers. Contact Help Desk to verify the MAC Address of your cable modem.
PC/Activity LED is Off	Verify the USB or Ethernet connection between modem and computer. If you have the modem connected to a router or hub, try cycle power on or bypass the hardware and plug the modem directly into the computer. Restart Computer.