Troubleshooting Your Arris Touchstone

 

The Arris Touchstone cable modem has five LED lights on the front indicating the network status:

 

• Power
  If the power light is blinking, your modem is finding a connection to our network. If it continues to blink without turning solid, the modem is unable to establish the connection. Check the cable line that screws into the back of the modem and make sure it is secure. If necessary, bypass any splitter and run the cable directly from the outlet to the modem.
  
  
• Online
  If the online light is blinking, your modem is in standby mode. To come out of standby mode and resume a normal connection, press the standby button on top of the modem.
  
  Note: The standby button will not reset your modem's connection to the internet.
  
  
• Cable
  If the cable light is blinking or solid, your modem is connected to the internet.
  
  
• USB
  If the USB light is solid, your modem is connected to your computer using the USB cable in the back of the modem. If the USB light is blinking, your modem is showing current internet activity from your computer.
  
  
• Ethernet
  If the ethernet light is solid, your modem is connected to your computer, or your router if you are using one, using the ethernet cable in the back of the modem. If the ethernet light is blinking, your modem is showing current internet activity from your computer or home network.

If your modem is unable to get online, you will want to reset it. Remove the power cord from the back of the modem, and let it sit without power for at least 30 seconds. Then restore power to the modem and determine if it can get online. If the modem cannot connect to the internet, please call our technical support department at 1-888-222-5314 so we can determine if a service call is required.

 

If you have a router, you will want to disconnect power to the router while the modem is unplugged, and leave the router without power while the modem is getting connected to the internet. Once the cable light is solid, you can restore power to the router, and the PC light on the modem should turn on solid.

 

For more information about the Arris Touchstone, see the manufacturer's User's Guide .

 

Still have questions? Please contact us at 1-888-222-5314.