I have an Arris Surfboard SBG8300. I’ve recently started having issues with it rebooting intermittently. I was attempitng to gather logs. I go under Troubleshooting and Logs, but when I query for System or Event logs, it states “There are no logs to display”. I don’t see where I can check to see if logging is turned on or not. How do I get logging on my device. Seems like firewall logs are working just fine.
Answer
Troubleshooting Logs - There are no logs to display
- The Many
Best answer by SURFboard Moderator
Could you please double-check your subscribed speed plan? According to Xfinity, there is no 25 Mbps plan currently available.
Also, regarding the SBG8300, could you confirm whether the device is rebooting randomly or if it tends to happen at a specific time?
We recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.
When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet
Please refer to the link below for instructions on how to check your cable signal levels:
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SBG8300-Cable-Signal-Levels
If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.
This topic has been closed for replies.
- Wi-Fi Warriors
If you’ve performed a factory reset on the gateway, please note that all previously recorded logs and custom configurations will be erased, and the device will revert to its default settings.
To assist you further, could you please provide the following details:
- The name of your internet service provider
- The speed plan you are currently subscribed to
Additionally, please let us know that is the intermittent connection occurring on Wi-Fi-connected devices, wired (Ethernet) devices, or both?
- The Many
I have not performed a factory reset. The modem just keeps rebooting.
I’m on Xfinity/Comcast
The plan I’m subscribed to is a 25 Mb/s plan
The whole modem/router reboots so this affects all devices. I can tell it completely reboots because it stops flashing green, goes solid green, then back to single blue. When I go into the modem web interface the uptime resets. I try to look at the logs, but the logs are empty.
- Wi-Fi Warriors
- Answer
Could you please double-check your subscribed speed plan? According to Xfinity, there is no 25 Mbps plan currently available.
Also, regarding the SBG8300, could you confirm whether the device is rebooting randomly or if it tends to happen at a specific time?
We recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.
When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet
Please refer to the link below for instructions on how to check your cable signal levels:
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SBG8300-Cable-Signal-Levels
If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.
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