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Chapter 4: Additional Information
Chapter 4 59
Illustrations contained in this document are for representation only.
Troubleshooting
You can correct most problems you have with your product by consulting the troubleshooting list
that follows. If you need service, please contact your service provider.
Unit won’t turn on
• Make sure the unit is plugged in.
• Check the wall receptacle (or extension cord) to make sure it is “live” by plugging in
something else.
Gateway appears to be locked up
• First, try a power cycle, as this action preserves settings you have made in the gateway
confi guration: remove power to the gateway by disconnecting the power cord for 30
seconds, then reconnect it. Wait for the gateway startup steps to complete, then retry
operation.
• As a last resort, press and hold the RESET button on the back of the unit for 15 seconds, then
release. Wait for the gateway startup steps to complete and retry operation. Remember, the
Reset process returns all confi guration settings to the factory defaults.
No connection after more than 5 minutes
• Make sure all connections are secure and try connecting to your service provider again. Verify
the Internet On/Off button is set to ON (the Online LED will be lit solid). If you still have
problems connecting to the network, contact your service provider.
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