How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Viet - Network Tech Your Own Question

Viet - Network Tech
Viet - Network Tech, Computer Support Specialist
Category: Networking
Satisfied Customers: 26029
Experience:  Great troubleshooting skills with computer and network.
30037186
Type Your Networking Question Here...
Viet - Network Tech is online now
A new question is answered every 9 seconds

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: 2 years ago.
Category: Networking
Expert:  Viet - Network Tech replied 2 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.

Customer :

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?

Customer :

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?

Customer :

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.

Customer :

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

Customer :

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?

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you! RP Austin, TX
< Last | Next >
  • I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you! RP Austin, TX
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther Woodstock, NY
 
 
 

Meet The Experts:

 
 
 
  • James

    Sr. Network Administrator

    Satisfied Customers:

    1711
    Highly experienced with wireless networks and wireless equipment, LAN and networking protocols
< Last | Next >
  • http://ww2.justanswer.com/uploads/BA/barrenrock/2011-10-19_215925_JamesJAFinal.64x64.jpg James's Avatar

    James

    Sr. Network Administrator

    Satisfied Customers:

    1711
    Highly experienced with wireless networks and wireless equipment, LAN and networking protocols
  • http://ww2.justanswer.com/uploads/Claws224/2009-07-07_063935_Dork_Portrait.JPG Claws224's Avatar

    Claws224

    IEEE Network Engineer

    Satisfied Customers:

    1256
    IEEE, Microsoft
  • http://ww2.justanswer.com/uploads/KN/knelly74/2011-4-14_215651_kevin.64x64.jpg Kevin's Avatar

    Kevin

    LAN/WAN Specialist

    Satisfied Customers:

    1165
    Certified MCSA and MCP Network Administrator with over 20 years of PC experience.
  • http://ww2.justanswer.com/uploads/tealnet/2009-09-26_000218_headshot_64.jpg Eric K.'s Avatar

    Eric K.

    Network Administrator

    Satisfied Customers:

    510
    13 years of desktop, server and network support experience
  • http://ww2.justanswer.com/uploads/CL/clagesolutions/2012-6-27_145545_20120608Geoff.64x64.jpg Mr. Clark's Avatar

    Mr. Clark

    Network Engineer

    Satisfied Customers:

    510
    Computer Business Owner / Former DoD Network Specialist
  • http://ww2.justanswer.com/uploads/MA/matthewpj73/2012-1-20_18729_TWO.64x64.jpg Matthew J's Avatar

    Matthew J

    Computer Support Specialist

    Satisfied Customers:

    397
    12+ yrs computer diagnosis/repair, network infrastructure install and support, IT Administration
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    384
    Certified Networking expert with over 10 years experience.
 
 
 

Related Networking Questions