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Richard
Richard, Network Specialist
Category: Networking
Satisfied Customers: 16838
Experience:  15 years consulting in the IT industry with Networking
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My wireless Motorola Modem/router has the Primary Network disabled

Customer Question

My wireless Motorola Modem/router has the Primary Network disabled and the button to change it from Disabled to Enabled is greyed out??
Submitted: 2 years ago.
Category: Networking
Expert:  Richard replied 2 years ago.

RichieMe :

Hi there, and welcome to JustAnswer, I look forward to assisting you today with your question and providing the best answer possible.

RichieMe :

What is the routers model?

Customer :

motorola surfboard sbg6580

RichieMe :

thanks, can you disconnect it from the power

RichieMe :

wait 2 miutes

Customer :

if i do I will lose this internet connection

RichieMe :

reconnect it and then try to enable it please

Customer :

ok

RichieMe :

you will during this, but it will automatically come back

Customer :

ok I will be back then

RichieMe :

thanks

Customer :

Back

RichieMe :

welcome!

RichieMe :

can you check if you can now make it primary please

Customer :

1 sec

RichieMe :

ok

Customer :

Nope

Customer :

Still says disabled

Customer :

and is grayed out so I can not change it

RichieMe :

ok, what is the motorola connected to? and when did this problem start?

Customer :

I have never tried to have wireless working on it so

Customer :

there is no start...

Customer :

I just now decided to have it working

RichieMe :

ok, 1 minute

Customer :

It is connected to a switch which is connected to client machines

Customer :

...

RichieMe :

ok, the issue is that the modem is in Bridge mode.

Customer :

ok

RichieMe :

once it is in bridge mode you cant use the wireless. Is there another router on your network?

Customer :

nope

Customer :

pretty simple setup

RichieMe :

ok, but what is the internet line connected to?

Customer :

It is a cable line

Customer :

and it is connected to the wall

Customer :

which goes out to Timewarner cable

RichieMe :

ok, then on the router go to Advanced -> NAPT Mode and Enable it

Customer :

Cable line coming into building -> Modem -> Switch -> Client Machines

Customer :

NAPT was not under Advanced

Customer :

It is under Basic tab

Customer :

and it already is enabled

Customer :
WAN Blocking Enable
Ipsec PassThrough Enable
PPTP PassThrough Enable
Remote Config Management Enable
Multicast Enable Enable
UPnP Enable Enable
Rg PassThrough Enable
SIP ALG Enable Enable

RichieMe :

it should be under advanced...

RichieMe :

what is under advanced

Customer :

The prior copy past is what is under advance

RichieMe :

which version firmware is on this?

Customer :

SBG6580-3.3.0.0-GA-06-022-NOSH

RichieMe :

ok, we are going to need to do a hard reset, as the wireless antenna is not being detected on the router

RichieMe :

who set this up for you initially?

Customer :

I did

Customer :

I recently did a hard reset

RichieMe :

and wiped all settings?

Customer :

yep

Customer :

then reset up the DHCP

RichieMe :

ok, and the wireless was from the start disabled?

Customer :

Wireless from the start what Enabled

Customer :

Primary network from the start was disabled

RichieMe :

ok, it really sounds like somewhere there is a modem

RichieMe :

but if the wireless is enabled

RichieMe :

what is stopping you from setting it up?

Customer :

The network is not being recognized by any wireless device

Customer :

it may say it is on but it is not

Customer :

showing up on a laptop or iphone, etc...

RichieMe :

ok, so nothing sees it

Customer :

nope nothing does

RichieMe :

what are the wireless settings you used?

Customer :

Can you go to a join.me

Customer :

I can show much faster that way

RichieMe :

no sorry, its against policy here

Customer :

really?

Customer :

ok

Customer :

let me type for 5 min then

Customer :

Wireless Interfaces: VIANet (7C:4F:B5:FD:1D:CD)

Customer :

Wireless: Enabled

Customer :

Country: USA

Customer :

Output Power: 100%

Customer :

802.11 Band: 5Ghz

Customer :

802.11 n-mode: Auto

Customer :

Bankwidth: 40 Mhz

Customer :

Sideband for Control Channel (40 Mhz only): Lower

Customer :

Control Channel: 36

Customer :

That was all under the Basic Tab

Customer :
VIANet (7C:4F:B5:FD:1D:CD)
Primary Network DisabledEnabled
Network Name (SSID)
Closed Network Disabled
AP Isolate DisabledEnabled
WPA DisabledEnabled
WPA-PSK DisabledEnabled
WPA2 DisabledEnabled
WPA2-PSK DisabledEnabled
WPA/WPA2 Encryption AES TKIP+AES
WPA Pre-Shared Key
Show Key
RADIUS Server
RADIUS Port
RADIUS Key
Group Key Rotation Interval
WPA/WPA2 Re-auth Interval
WEP Encryption Disabled WEP (64-bit) WEP (128-bit)
Shared Key Authentication OptionalRequired
802.1x Authentication DisabledEnabled
Network Key 1
Network Key 2
Network Key 3
Network Key 4
Current Network Key 1 2 3 4
PassPhrase

RichieMe :

ok, 1 min as i look over this

Customer :

That was all under Primary Network

Customer :

Under Advanced it was:

Customer :
54g™ Mode 54g Auto54g Performance54g LRS802.11b Only
Basic Rate Set DefaultAll
54g™ Protection OffAuto
XPress™ Technology DisabledEnabled
Rate Auto 1.0 Mbps 2.0 Mbps 5.5 Mbps 6.0 Mbps 9.0 Mbps11.0 Mbps12.0 Mbps18.0 Mbps24.0 Mbps36.0 Mbps48.0 Mbps54.0 Mbps
Beacon Interval
DTIM Interval
Fragmentation Threshold
RTS Threshold
N Rate AutoUse Legacy Rate13.5 Mbps27 Mbps40.5 Mbps54 Mbps81 Mbps108 Mbps121.5 Mbps135 Mbps27 Mbps54 Mbps81 Mbps108 Mbps162 Mbps216 Mbps243 Mbps270 Mbps6 Mbps
802.11n Protection AutoOff
Multicast Rate Auto6 Mbps9 Mbps12 Mbps18 Mbps24 Mbps36 Mbps48 Mbps54 Mbps

RichieMe :

ok, did you set up security on this?

RichieMe :

the wireless?

Customer :

No yet

Customer :

not yet

Customer :

WPA/WPA2 Encryption is set to AES

RichieMe :

ok, set this please

Customer :

But I don't know if that is the on or not

RichieMe :

yes, enable and set the passphrase please

RichieMe :

you said wireless is on?

RichieMe :

then enable WPA2 please

Customer :

Let me go down the list with you

Customer :

You just answer D or E

Customer :

here goes

Customer :

Closed Network

Customer :

Ok so I guess you would rather not do it that way...

RichieMe :

sorry?

Customer :

The network name is set

Customer :

do I want it to be a closed network

Customer :

??

RichieMe :

no

Customer :

Ap Isolate?

RichieMe :

no

Customer :

WPA and WPA are both Disabled and grayed out

RichieMe :

greyed out?

RichieMe :

this is an issue

Customer :

Yes

Customer :

I can not change them to enable

RichieMe :

ok, this is why you dont see the wireless

Customer :

WEP encryyption is also disabled and grayed out

RichieMe :

are you 100% sure there is no other router on your network?

Customer :

ok

Customer :

100 percent Positive!

Customer :

There was a few days ago

Customer :

But I unplugged it an it is next to em

Customer :

me

RichieMe :

ok, let me check something

RichieMe :

ok, we need to test something, as this extremly strange

Customer :

ok

RichieMe :

are you able to disconnect it from everything, hard reset and wsee immedeitly if you can enable the primary network?

RichieMe :

see*

Customer :

yeah

RichieMe :

see this before connecting any cables apart from the one to your computer

Customer :

let me record my setting quickly

RichieMe :

ok, no rush

Customer :

I will just backup the modem to a .bin

Customer :

and use that to restore them later...

Customer :

Just to triple check

Customer :

hard reset on this model is hitting reset button with modem on

Customer :

right

Customer :

here goes nothing

RichieMe :

:)

Customer :

Quick question

Customer :

what is the default IP for this modem to get back into it after reset?

Customer :

192.168.0.1???

RichieMe :

let me check

RichieMe :

yes

Customer :

ok

RichieMe :

hows it going?

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