SBG6782 (v8.4.x): Diagnostics Tool

What tools can I use to test connectivity in my SBG6782?

The Diagnostics page in SBG6782 includes various tools that are used for troubleshooting IP connectivity issues.  This document describes how to utilize the Ping and Traceroute functions.

Ping (Packet Internet Gopher) - A test used to check connectivity from the SBG6782 to another device on the Internet or the LAN (Local Area Network).  Using the ping feature, the SBG6782 sends a small packet of data to a device and waits for a reply from that device.  If the device replies, this confirms that the SBG6782 and that device are able to communicate with each other.

Traceroute - A test used to map the network path from the SBG6782 to a remote device on the Internet.  This can be useful when a device fails the ping test.  If the device can be accessed, the traceroute test will display every hop taken to get to the destination.  If it cannot be accessed, the SBG6782 will display the last hop taken before the connection is terminated.  This is useful to pinpoint where a connectivity issue is.

NOTE: Some devices are configured to block incoming ICMP (Internet Control Message Protocol) packets.  As a result, the ping and traceroute tests may fail, although the device itself is up and running.

How to access the Ping & Traceroute Utilities

1. Launch a Firefox or Safari browser.  Enter http://192.168.0.1 into the address box, and press the Enter key.  
   
   NOTE: A browser message on Chrome, Edge, Firefox, and Opera, may appear when accessing the Web Manager.  The message includes 192.168.01 uses an unsupported protocol and ERR_SSL_VERSION_OR_CIPHER_MISMATCH.  The Web Manager uses an earlier version of the TLS protocol and does not match the version allowed by the web browser.  Safari browsers on Apple PC and mobile devices are not impacted.  The workaround to access the Web Manager with a PC is to use the Firefox browser and set the TLS version to 1.  For workaround instructions refer to article # 19435 - 192.168.0.1 uses an unsupported protocol.
    
2. A security or private risk alert may appear on the web browser advising users to proceed with caution when accessing the Web Manager.  There is no risk in proceeding to the Web Manager.  For instructions to bypass the alert screen, refer to article # 18181 - Alert Message for Web Manager Access.
    
3. On the Login page, enter admin or a customized username in the Username field.
    
4. Enter motorola or a customized password in the Password field.
   
   NOTE 1: On later versions of the SBG6782-AC, the Wi-Fi Security Key is used as the default admin password printed on the bottom white label.  For assistance with Web Manager Access, refer to article # 18755 – SBG6782-AC: Web Manager Access.
   
   
    
   NOTE 2:  For units that have been leased or purchased by Shaw Communications, the username is cusadmin, and the password is the Customer S/N (Serial Number), located on a white sticker on the bottom of the unit.
   
   NOTE 3:  If the unit has been leased or purchased by Time Warner Cable, and the admin username and motorola password does not allow access to the GUI, please contact Time Warner for assistance.
    
5. Click the Login button.  The Home page will appear.
   
   
    
6. Move the mouse cursor over the Status tab and select the Diagnostics sub-link.  The Status - Diagnostics page will appear.
   
   

Using the Ping WAN utility 

The Ping WAN utility is used to check connectivity from the SBG6782 to another device on the Internet.

1. Click the drop-down menu under Select Utility, and select Ping WAN.
    
2. For Ping Test Parameters:
   a.   Target - Enter the IP address of the computer to ping.
   b.   Ping Size - Enter the size of the data packet to be used for each ping attempt.
   c.   No. of Pings - Enter the number of pings attempts the SBG6782 will send to the computer.
   d.   Ping Interval - Enter the time for the SBG6782 to wait (in milliseconds) before sending each ping attempt.
   e.   Start Test - Click this button to start the ping test.
   f.    Abort Test - Click this button if it's desired to stop the ping test.
   g.   Clear Results - Will clear the information in the Results box below.
    
3. Results - Area where the SBG6782 will display the results of the test.
   
    
    

Using the Ping LAN utility

The Ping LAN utility is used to check connectivity from the SBG6782 to another device on the LAN (Local Area Network).

1. Click the drop-down menu under Select Utility, and select Ping LAN.
    
2. For Ping Test Parameters:
   a.   Target - Enter the IP address of the computer to ping.
   b.   Ping Size - Enter the size of the data packet to be used for each ping attempt.
   c.   No. of Pings - Enter the number of pings attempts the SBG6782 will send to the computer.
   d.   Ping Interval - Enter the time for the SBG6782 to wait (in milliseconds) before sending each ping attempt.
   e.   Start Test - Click this button to start the ping test.
   f.    Abort Test - Click this button if it's desired to stop the ping test.
   g.   Clear Results - Will clear the information in the Results box below.
    
3. Results - Area where the SBG6782 will display the results of the test.
   
   

Using the Traceroute utility

1. Click the drop-down menu under Select Utility, and select Traceroute.
    
2. For Traceroute Parameters:
   a.   Target - Enter the IP address or Host Name of the destination device  
   b.   Max Hops - Enter the maximum number that the Traceroute operation performs before stopping.
   c.   Data Size - Enter the size of the data packets to be sent to the destination device.
   d.   Base Port - By default, this is set to UDP port 33434. The default port is usually sufficient. If desired, change this setting to the number of choices.
   e.   Resolve Host - Click the drop-down menu, and choose the desired setting.
         
         NOTE: Select On if it is desired to list the hostname of every gateway (hop) used during the Traceroute operation.  Select Off if it is desired to list the IP address of every hop.
    
3. Click the Start Test button to start the Traceroute test.  The results of the Traceroute rest will display in the Results section.
4. If desired, click the Clear Results button to clear the information in the results box below.