dmattrey

Q: My apple Airport Express  will  not connect to my modem    ARRIS Surfboard SB6141

My Apple Airport Express will not connect to my modem ARRIS Surfboard SB6141

Airport Express

Posted on Feb 11, 2016 12:58 PM

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Q: My apple Airport Express  will  not connect to my modem    ARRIS Surfboard SB6141

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  • by Bob Timmons,

    Bob Timmons Bob Timmons Feb 11, 2016 1:31 PM in response to dmattrey
    Level 10 (105,079 points)
    Wireless
    Feb 11, 2016 1:31 PM in response to dmattrey

    This model of AirPort Express?

     

    New AX Back Panel.png

     

    What device are you using to try to configure the AirPort Express?   What operating system is it running?

     

    Verified that you have a good Ethernet cable?

     

    Is the modem new, and you are trying to get the Express to connect......or.......is the AirPort Express new, and you are trying to get things working?

     

    What have you tried so far in the way of troubleshooting steps?

  • by dmattrey,

    dmattrey dmattrey Feb 11, 2016 1:39 PM in response to Bob Timmons
    Level 1 (0 points)
    Feb 11, 2016 1:39 PM in response to Bob Timmons

    I am in a comcast community.  I called them and they said to contact Apple  I use a MacBook Pro  OS X  10.10.5.  I just purchased a new Airport Express today as I thought that might be the problem.  Help

  • by dmattrey,

    dmattrey dmattrey Feb 11, 2016 1:40 PM in response to dmattrey
    Level 1 (0 points)
    Feb 11, 2016 1:40 PM in response to dmattrey

    I have tried numerous troubleshooting events.  All the cables are also new.

  • by Bob Timmons,

    Bob Timmons Bob Timmons Feb 11, 2016 1:49 PM in response to dmattrey
    Level 10 (105,079 points)
    Wireless
    Feb 11, 2016 1:49 PM in response to dmattrey

    Power off the modem by pulling the power cable from the back of the device

    Disconnect the co-ax connector and Ethernet cable (I assume you know the Ethernet cable is working)

    Leave the modem powered off for at least 30 minutes.....60 would be better if you can

    (Comcast support should have already advised you about this)

     

    During the time that the modem is powered off, power on the AirPort Express for a minute or two,  if it is not already on

    Hold in the reset button on the back of the AirPort Express for 5 to 6 seconds, then release

    Allow a full minute for the AirPort Express to restart to a slow, blinking amber light status

    Then power off the AirPort Express

     

    New AX Reset Button.png

     

    After the modem has been powered off for at least 30 minutes.......

    Connect the co-ax cable to the modem

    Connect the Ethernet cable from the modem to the WAN "O" port on the AirPort Express

    Power up the modem and let it run by itself for at least 10 minutes

     

    Then, power up the AirPort Express and let it run a few minutes

     

    On your Mac, click on the WiFi icon at the top of the screen

    Look for a listing of New AirPort Base Station

    Click on AirPort Express just below that listing

     

    New AirPort Base Express.png

     

    When you click on AirPort Express, that will get the setup "wizard" up and running. It will take a few seconds to analyze things and then display a screen that looks like this:

     

    Create a new Network.png

     

    Click Next and  follow the prompts

     

    Report on your results

  • by Tesserax,

    Tesserax Tesserax Feb 11, 2016 1:59 PM in response to dmattrey
    Level 9 (54,452 points)
    Wireless
    Feb 11, 2016 1:59 PM in response to dmattrey

    In addition to Bob's comments, please be aware that there is a known incompatibility between the Arris/Motorola SB61NN series modems and the AirPort base stations. Neither, alone, are at fault, but they do not "play" nice together. The primary issue that gets the most posts here is loss of connectivity when these two are paired together.

  • by dmattrey,

    dmattrey dmattrey Feb 11, 2016 2:00 PM in response to Bob Timmons
    Level 1 (0 points)
    Feb 11, 2016 2:00 PM in response to Bob Timmons

    Will do.

  • by Bob Timmons,

    Bob Timmons Bob Timmons Feb 11, 2016 2:06 PM in response to dmattrey
    Level 10 (105,079 points)
    Wireless
    Feb 11, 2016 2:06 PM in response to dmattrey

    Tesserae is correct, (as always), but the procedure that we gave you will give things the best opportunity to work correctly.  If they don't after a few tries.....you will need to decide on whether you want to keep the modem and try another router, or vice versa.

  • by Bob Timmons,

    Bob Timmons Bob Timmons Feb 11, 2016 5:53 PM in response to dmattrey
    Level 10 (105,079 points)
    Wireless
    Feb 11, 2016 5:53 PM in response to dmattrey

    Any luck getting things to talk to each other?

  • by dmattrey,

    dmattrey dmattrey Feb 11, 2016 6:45 PM in response to Bob Timmons
    Level 1 (0 points)
    Feb 11, 2016 6:45 PM in response to Bob Timmons

    I had to get a new router.  It simply would not work with Apple Express.  I bought a Linklsys modem  It Works!!!! I will be returning the Apple Express.

     

    Thank you for all your help.

     

    Denese