MotoManage App: Troubleshooting Onboarding

Despite our best efforts to make the onboarding process comprehensive and simple, there may be the occasional roadblock.  Explore the following troubleshoot sections:

ISP Connection

What if I can’t make an Internet connection right after installation?

  1. First turn the modem that provides your Internet connection off for at least 10 seconds, then on, to see if that fixes the problem.
  2. Check the connections you’ve made to your device. Power and coax connections are required, and up to 4 Ethernet connections are optional. Are those connections good? Be sure that the coax cable connection is tight enough, possibly using the coax wrench to carefully tighten a bit more.
  3. Check that the devices power adapter is plugged into a live outlet, and that the Ethernet cable is connected securely.
  4. Make sure that your coax cable is live. You can check that by using it with a TV.
  5. Check that you provided the correct setup information to your cable service provider.
  6. Contact your cable service provider to make sure they’ve turned on your Internet service.

What if I am connected wirelessly, but my connection seems slow or keeps dropping?

  1. Wireless range can be limited by a variety of issues, including weak wireless clients and challenging building configurations. You may need to reposition your units to improve the coverage in your home.
  2. Avoid interference from Bluetooth headsets and stereos, microwave ovens, WiFi-capable printers, and 2.4 GHz cordless phones and base stations. Try not to put the Router or Satellite(s) close to these types of interfering devices.
  3. You may need another Satellite unit to provide coverage throughout your home. The MH7021 is a single Satellite unit designed to work with the MH7022 or MH7023 whole home WiFi systems.

How do I check to see if my cable modem is approved by my cable service provider?

  1. Leading cable service providers have a list of certified cable modems for each of their Internet speeds.
  2. You can check the list for your service provider or find more information about certifications at www.motorolanetwork.com/services

WiFi Performance

What if I think that wireless devices are interfering with my MG8702 wireless router?

  1. First, make sure that your MG8702 modem has been placed as far away from interfering devices - like Bluetooth transmitters and neighboring WiFi routers- as possible. Then, try to pick a lesser-used wireless channel for your MG8702 by going into your MG8702’s Configuration Manager.
  2. Click the Advanced button at the top of the page, then click the Wireless and Scan menu items on the left panel.
  3. Click the ScanAPs button. A list will appear of competing wireless networks, including the channels they are using. Write down one or more of the less used channel numbers, since a less used channel should be better for your MG8702.
  4. On the left panel, click the Wireless Basic menu item.
  5. On the Basic page, select the channel you want in the Channel pulldown, then click Save.

What if I’m getting Internet service, but my speed is disappointing?

  1. Be sure you know what speed you’re paying for; use the SpeedTest feature in your Motorola Network Management App to determine your ISPs performance, view each device’s speed, and monitor your WiFi signal strength.
  2. Some video streaming services get bottlenecked, especially at busy times such as after dinner. Be sure to note whether you encounter speed problems at specific times.
  3. Try connecting your cable gateway closer to where the coaxial cable comes into your home. This lets you determine whether or not your home’s cabling is the problem.
  4. If you’re using a splitter with your MG8702, try the cable gateway without the splitter to see if that helps. If it does, you may need to get a better splitter, one with a top frequency of at least 1,000 MHz.

What if my cable gateway has been working, then stops working suddenly?

  1. First, turn your cable gateway off for at least 8 seconds, then on, to see if that fixes the problem.
  2. If the cable gateway's lights don’t come on, check that the modem is getting power from its power adapter and that the MG8702’s power button is on.
  3. Check your cables.
  4. Check with your service provider. Sometimes there’s a service outage or some other service issue. Sometimes a service outage also affects your TV service, so check that.

Device Troubleshooting

What if the light on my Router keeps blinking green?

  1. Check that the Ethernet cable on the Router is firmly plugged into the WAN/LAN port of the Router and the other end of the cable is plugged into the LAN port of the modem.
  2. Verify that the modem is powered on and connected to the Internet.
  3. The Ethernet cable may be bad, replace the cable with a known working cable.

What if I don’t know my Wireless Network Name/SSID or Security Key/Password?

  1. The MotoManage app provides an easy way for you to look up or change your current Network Name and Password settings. Otherwise, the default values are printed on the back label of your unit. Use these unless you changed them. If you have a device that connects wirelessly to the Router, it may show the Wireless Network Name/SSID and Password.
  2. If all else fails, reset the device to factory defaults by pressing the Reset button on the bottom of the case for 10 seconds. (A paperclip helps.) You can then use the default values.

What is a QR code? Where is it?

  1. A QR Code is the trademark for a type of matrix barcode (or two-dimensional barcode) first designed in 1994 for the automotive industry in Japan. A barcode is a machine-readable optical label that contains information about the item to which it is attached.
  2. The device QR Code is printed on the label that can be found on the bottom or back of the device.

Camera Permission and QR Code

What if I forgot to give my camera permission during installation?

After clicking on the "Scan not working?" Button on your MotoManage, you'll need to look on the bottom or back of your device to obtain the default SSID and password. Join the default WiFi network with your phone. Once connected, click on "I'm already Connected" button.

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