Are you having problems with your Arris modem, and you don’t know why? In this guide, we will help you troubleshoot and sort out the problem.
The most commonly used Arris modem with the most lights is the Arris SURFboard cable modem. This modem has four to five different lights depending on the model, and the lights can tell you if it doesn’t have power or even if the modem’s Mac address isn’t registered correctly.
The essential thing to remember while troubleshooting problems indicated by the lights on an Arris modem is different models have different lights.
Because there are many other models and lights for them, I will discuss as many issues as possible.
Below you will find the majority, if not all, of the various lights and what they might be saying to you, put out by section to make it easy to read.
The Power Light
The power light will shine with a solid color, usually green, white, or blue, when everything is in order. However, if the light is off, there is an issue that you need to fix. Below are why the power light might not be on and the solutions.
- The power cable is unplugged – Though it might seem stupid to mention it, simple mistakes do happen, so before continuing, confirm that your power cable is plugged into the wall outlet and the modem.
- Broken power cable – Though it doesn’t happen too often, there is a chance that your power cable might have sustained damage. This possibility is especially significant if you have recently moved the modem, it was forcefully unplugged, or if it is old. Luckily, this is a simple fix, and a replacement cable is easy to buy online and in-store.
- The power is out – We don’t always realize if the power is out, especially during the day. Check if your other appliances are working or if a breaker has tripped. If this is the issue, wait for the power to return or reengage your breaker switch.
Send And Receive Light
Depending on the model of modem you have, there might be individual send and receive lights, or they might be one-and-the-same. Below are the possible ways the lights might be reacting, what it means, and how to fix it. Whether there are two different lights or only one, the solution is the same.
- Send/Receive light is green instead of blue – If the send light is green instead of blue, only one of the channels your modem uses to connect is connected. The best way to fix this is to restart the modem by unplugging it and plugging it back in. If it does not return to normal, you should reach out to support.
- Send/Receive light is flickering or off – If the send light is flashing or out, there is a problem with the upload connection on your modem. If you have recently moved the modem, contact support. If you have not moved the modem, you can attempt to restart the modem as shown in the previous solution.
As can be expected, the online light shows whether or not your modem is online and working correctly. Luckily, only one problem might cause this light to behave irregularly, though the solution is not as easy.
- Online light off or flickering – If your online light is flickering or is not showing, there was a problem with the IP registration. You can attempt to fix this by restarting your modem. If restarting does not work, you may also try resetting the modem to its factory settings, and there is usually a button on the back of the modem.
If neither of these solutions helps correct the problem with your modem, it is best to call or contact the Arris support team.
Depending on the model of the Arris modem you have, you can find a “link” light under your “online” light. There is only one way this light should behave, and it isn’t a reason for concern.
If the “link” light on your Arris modem is flickering, it works correctly. The link light indicates that data is transferring via the modem’s network. If the link light is not on or flickering, you either have no connected devices, or none of your devices are using the internet.
If this light behaves differently, you can attempt to fix it by restarting the modem, or you might need to contact Arris support.
2.4 GHz or 5 GHz Lights
Depending on the model you have, there could again be two different lights, one for each, or there could be only one light that changes color. Both these lights should be on when working correctly, or the light should shine with the color indicated on the box. There are three ways this light can behave when it is not working correctly, and I will explain each below.
- 2.4 GHz/ 5 GHz light is off – If these two lights are off, there are either no devices connected to the modem or a problem connecting the modem. If it is a problem, the only possible solution is to restart the modem to see if the connection reestablishes itself. If restarting does not resolve the issue, I suggest reaching out to your internet service provider.
- The light/lights are flickering – There is only one reason this light should be flickering, which indicates that a connection is establishing itself. This reaction usually takes place after the modem is reconnected or restarted. If the light has been flashing for a while and you have no internet access, you can attempt another restart, contact your internet provider, or get in touch with Arris support.
- The light changed color – The light changing color is usually only relevant to modems with one light of this kind and indicates that only one of the two connection gateways has established itself. This reaction is usually not a cause for concern, especially if you still have internet access and the internet speed is on a standard with which you can work.
However, if the internet speed is significantly impacted or is very slow, you might need to restart the modem to see if the connection can establish once more. If restarting the modem does not work, you should first contact your internet service provider to check if your internet was cut or if there are any network issues.
If the internet provider has no solution, you need to contact Arris support as this might be an issue with the modem itself.
Though Arris has made a modem that is good at showing you what is wrong, there are some problems that the lights will not indicate. Below are some simple tips to attempt to resolve most issues with your modem.
- Check the cable connections – Both the power and LAN cable connections can cause issues with your modem. Ensure that all cables are in the right places and connected correctly.
- Restart the modem – If all your cables are connected, and the problem persists, try restarting the modem. The most effective way is to unplug the modem, wait 10 seconds, and plug it back in.
- Contact Support – If neither of the tips above seems to work, especially if you are not well versed with these devices, you should contact support. Depending on the problem, you can reach out to Arris or your internet provider’s support teams.
There are many problems that the lights on an Arris modem can highlight and bring to your attention. Keeping an eye on your modem is essential to catch any issues before they worsen.
Though the solutions might seem simple, they are the most likely to help resolve problems, and if they do not, be sure to contact the relevant support team for assistance.