User guide

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Troubleshooting
If the solutions listed here do not solve your problem, contact your service provider.
Before calling your service provider, try pressing the Reset button on the rear panel of the
CH6640E/CG6640E. Please note, if you press the Reset button, you will lose all your
custom configuration settings, including Firewall and Advanced settings. Your service
provider may ask for the front panel LED status; see Front-Panel LEDs and Error
Conditions.
Solutions
Table 1 – Troubleshooting Solutions
Problem Possible Solution
Power light is off
Check that the CH6640E/CG6640E is properly plugged into the
electrical outlet.
Check that the electrical outlet is working.
Press the Power On/Off button of CH6640E/CG6640E.
Cannot send or
receive data
On the front panel, note the status of the LEDs and refer to Front-Panel
LEDs and Error Conditions to identify the error. If you have cable TV,
check that the TV is working and the picture is clear. If you cannot
receive regular TV channels, the data service will not function.
Check the coaxial cable at the CH6640E/CG6640E and wall outlet.
Hand-tighten, if necessary.
Check the IP address.
Check that the Ethernet cable is properly connected to the
CH6640E/CG6640E and the computer.
If a device is connected via the Ethernet port, verify connectivity by
checking the LINK LEDs on the rear panel.
Wireless client(s)
cannot send or
receive data
Perform the first four checks in “Cannot send or receive data.”
Check the Security Mode setting on the Wireless Security Page:
• If you enabled WPA and configured a passphrase on the
CH6640E/CG6640E, be sure each affected wireless client has the
identical passphrase. If this does not solve the problem, check
whether the wireless client supports WPA.
• If you enabled WEP and configured a key on the
CH6640E/CG6640E, be sure each affected wireless client has the
identical WEP key. If this does not solve the problem, check whether
the client’s wireless adapter supports the type of WEP key configured
on the CH6640E/CG6640E.
• To temporarily eliminate the Security Mode as a potential issue,
disable security.
After resolving your problem, be sure to re-enable wireless security.
• On the Wireless Access Control Page, be sure the MAC address for
each affected wireless client is correctly listed.
Slow wireless
On the Wireless Primary Network Page, check whether the WPA