Arris Touchstone CM8200 - Troubleshooting Tips; Troubleshooting Solutions

PN 365-095-30001 x.1 Touchstone CM8200 Cable Modem User Guide
Copyright 2016, ARRIS Enterprises, LLC. All rights reserved. 23
Chapter 7
Troubleshooting Tips
If the solutions listed in the Troubleshooting Solutions table below do not solve your problem,
please contact your service provider for assistance. Your service provider may ask for the
status of the CM8200 front panel LEDs (see Front Panel LED Icons and Error Conditions) for
more information).
You may have to reset the CM8200 configuration to the default factory settings if the CM8200
is not functioning properly. See Reset the Cable Modem Configuration Settings for more
information.
Solutions
Table 5. Troubleshooting Solutions
Modem Problem
Possible Solution
Power LED Icon is OFF
 Check the power connection from the cable modem to the
electrical wall outlet.
 Check that the electrical wall outlet is working.
Is the outlet controlled by a wall light switch?
If so, disconnect the cable modem power cord and connect it to
another electrical wall outlet that is not controlled by a wall light
switch.
Cannot Send or
Receive Data
 Check each end of the coaxial cable connection on the cable
modem and cable wall outlet.
Use your hand to tighten each connector, if necessary.
 Check the Ethernet cable to make sure it is properly connected
to the cable modem and computer.
 On the front panel, check the status of the LED icons and refer to
Front Panel LED Icons and Error Conditions to identify the
problem.
 If you have cable television service, check your television to
ensure your cable service is operating properly.
 If none of the above solutions resolves the problem, contact
your service provider or call ARRIS Technical Support at
1-888-944-4357 (US toll-free) for assistance.