The app wouldn't connect to my G36, kept getting 0000-1614 error code. So I logged into the web interface. After updating my password, it asked me to log in again. Fine no problems, BUT it won't accept my password! Now I have no way to log into my router/modem. It keeps telling me to use the email address I used for the app. Did but it still will not acknowledge my password. I've reset the modem so many times is sad. I'm fed up! How do I get my password to work on the website since the app won't work?
surfboard login web will not accept password and unable to set up the SBC app on G36
Best answer by SURFboard Moderator
I am experiencing the SAME exact issue… with the G34.
I have been using the gateway for a couple weeks now and when I thought I forgot my ‘admin’ password, I went through the procedures to reset to factory default… twice now. In both instances, I am not able to connect to the gateway with the Surfboard Central app and when I follow the ‘Wizard’ on the admin portal, I change my password and then complete the set-up… and boom… it does not acknowledge my new password.
What I did notice at one point, and wish I grabbed a screenshot, the password CAN be entered and accepted but may NOT meet the password complexity settings. In my case, I used 12 characters with Upper, Lower, Numbers and Special Characters. HOWEVER, I noticed the password requirements in the document do NOT match what is accepted and fails…
Password Requirements:
- Minimum of 8 characters
- At least one uppercase alpha character
- At least 1 number
- One of ~ ! @ # $ % ^ * ( ) - _ = + [ ] { } | ; : , . / ?
In my instance, I used 2 special characters, to which it accepted as well as 1 that is not listed &.
When I reset my gateway again, and simply used 1 special character, I was able to logon.
Someone please fix this… this is wrong, it should not accept and fail passwords that do not meet the complexity.
Thank you for bringing this to our attention. I advise you to create a new admin password by ensuring you avoid using the special characters “&.”
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