Arris X5001 - Troubleshooting; Basic Troubleshooting Steps; Internet Connectivity Issues; Intermittent Wireless Problems

20
X5001 USER GUIDE - 501-3327100
If the gateway does not seem to be working properly, rst make sure that all the
cables are securely connected, then carry out the following checks, in the order
shown.
The gateway is plugged in, but the Power light is o.
• Power may not be reaching your gateway. Make sure that the power supply unit is
properly plugged in.
• If there is a switch by the wall AC outlet, switch it ON.
• Check that the wall AC outlet is working (for example by plugging in a lamp).
• Finally, check the fuse or circuit breaker panel.
I’m not geng on the Internet (all connecons)
• It may take over 30 minutes to establish a connecon the rst me power up your
gateway, especially when many people are online. Always leave your gateway
plugged in to the AC power and connected to the bre-opc interface.
• Check the Power and PON lights on the gateway’s front-panel are on.
• Check your cable connecons. The connecons should be ght. The bre-opc
cable should not be pinched, kinked, or bent sharply.
• Check the network sengs on your computer/tablet/mobile.
I’m not geng on the Internet (Ethernet)
• If you are using a hub, is the hub turned on?
• Are you using the right kind of Ethernet cable? Use a straight-through cable for
direct connecon to your computer; use a cross-over cable for connecon to a hub
without a cross-over switch.
• Try reboong the gateway (see page 11).
• A misconguraon could lock out all access to the gateway. If you think this has
happened, try reseng the gateway to factory defaults (see page 11).
I’m not geng on the Internet (wireless)
• Check the front-panel lights. The 2.4GHz or 5GHz light should be on.
• Is your gateway set up for wireless operaon? See page 13.
• Try reboong the gateway (see page 11).
• A misconguraon could lock out all access to the gateway. If you think this has
happened, try reseng the gateway to factory defaults (see page 11).
My wireless Internet connecon stops working somemes
• This is usually caused by interference - two common causes are 2.4GHz “remote”
telephones and microwave ovens.
I can get on the Internet, but everything is slow.
• If the Web site you are vising is very popular, that site may be having trouble
servicing all the requests. If other Web sites download quickly, wait for a few
minutes and try again. Usage during peak hours may also aect the connecon
speed.
• Other communicaon on the LAN, or interference with wireless connecons, may
also slow down your connecon.
TROUBLESHOOTING