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Viet - Network Tech
Viet - Network Tech, Computer Support Specialist
Category: Networking
Satisfied Customers: 36858
Experience:  Great troubleshooting skills with computer and network.
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I have a Motorola Surfboard SBG6580 Wi-Fi Cable Modem Gateway

Customer Question

I have a Motorola Surfboard SBG6580 Wi-Fi Cable Modem Gateway and I receive an "unable to join network" message using my iPhone or iPad. It is working on my notebook computer.
Submitted: 5 years ago.
Category: Networking
Expert:  Viet - Network Tech replied 5 years ago.

Viet - Network Tech :

Hi, and thanks for using JustAnswer.com.

Viet - Network Tech :

Do you know your wireless password?

Viet - Network Tech :

Please make sure you have set the security mode/type to WPA2 (and/or WPA).

Viet - Network Tech :

Please go to http://192.168.0.1 (I suggest to do this from a computer that is hardwired to the router/gateway (not from a wireless computer), and login with:
Username: admin
Password: motorola

Viet - Network Tech :

Then click on Wireless, then Primary Network, and try WPA2 first.

Viet - Network Tech :

(Note: if you cannot login the router: please reset the router: with the power connected to the router, please use a paper clip to press & hold the tiny reset hole/button located on the back/bottom of the router (it's right below the USB port on the router) for 10 seconds. Then wait a few minutes, then try the above steps again.)

Viet - Network Tech :

Please let me know if there is still any issue later. Thank you.

JACUSTOMER-y5thb5y2- :

I have tried the procedure for the last 2 hours and I still cannot get my ipad or iphone connected.

Viet - Network Tech :

Were you able to login the router? Were you able to change the security mode/type?

Viet - Network Tech :

What happens when trying to connect?

JACUSTOMER-y5thb5y2- :

I logged into the router changed the security mode type to WPA2-PSK was not able to get connection on ipad. Also changed to WPA2 but received the error message, error connecting one or more entries, radius server IP address is invalid.

Viet - Network Tech :

What you change to WPA2-PSK, did you set a new security key and save/apply?

Viet - Network Tech :

What happens when trying to connect?

JACUSTOMER-y5thb5y2- :

Set security key to WPS. After entering the password to join which I assume is the same as the password I have for the modem I receive the unable to join message.

Viet - Network Tech :

Don't set the security key to WPS.

Viet - Network Tech :

When you are at the wireless network option in the router, set it to manual...

Viet - Network Tech :

then enter the security key you want and save.

JACUSTOMER-y5thb5y2- :

Set it to manual using wpa-psk and wpa2-psk and no change.

JACUSTOMER-y5thb5y2- :

Does this have anything to do with the password that is requested?

Viet - Network Tech :

That is strange.

Viet - Network Tech :

Can you check the wireless network name (SSID) on the router; make sure it's correct?

Viet - Network Tech :

If you disable security, does it work?