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Introduction When an eero is offline, you may see: An API failure error in BOLT A missing eero tabin Merlin  FAILED -- The modem is not detecting a connected eero MAC address. The eero MAC must appearin the client list on the Router Tab. ... Read More

Introduction It is normal for two ethernet cables to connect an all-in-one modem and an eero; these cables allow for the all-in-one to provide MoCA  This setup is unique to all-in-one gateway modem and should not be used with stand-alone... Read More

Introduction Note: Safari web browser does not support FTP logins Resolution Steps   1. Verify customer is using right username from BOLT 2. Verify username in BOLT Data User tab is active both in Local and Server 3. Attempt to Log in to FTP... Read More

Introduction Note: if customer has their own firewall software, that might be causing the issue; refer customer to firewall provider Resolution Steps Check for Static IP Address outages  Verify that Static IP service code is listed on customer... Read More

Introduction Hijacking redirect occurs when a customer gets a special DNS ( 207.172.156.202 ) server issued along with an IP lease  This causes every web page the customer tries to access to go to a specific site.  In this case, the Hijack... Read More

Introduction Follow the troubleshooting steps below, testing the App after each step You can also view a list of the most Popular Apps Available on Our Equipment   Resolution Steps Expand All | Collapse All    TiVo STBs   Verify the Serial... Read More

Introduction Follow the troubleshooting steps below, testing the App after each step You can also view a list of the most Popular Apps Available on Our Equipment   Resolution Steps Expand All | Collapse All    TiVo STBs   Verify theÂ... Read More

Introduction Non-GPON Symmetrical (formerly Wave G) in CA, OR and WA: Follow troubleshooting steps, except power cycle modem and access Merlin.  If a Non-GPON Symmetrical (formerly Wave G) customer experiences disconnections at regular intervals... Read More

IntroductionThis article is meant to troubleshoot certain device(s) that can't connect to your internet connection. If all of your devices cannot connect to the Internet, follow troubleshooting for Cable Modem Offline / Modem Out ... Read More

Troubleshooting Intermittent Internet Connections 4 months ago | Article no. 5313 Introduction Non-GPON Symmetrical (formerly Wave G) in CA, OR and WA: Follow troubleshooting steps, except power cycle modem and access Merlin.  If a Non-GPON... Read More