Tech came out and managed to get 2 out of the portals provisioned and working. Third portal would not connect to the server, kept getting an e 04 error and netc error and e 05 (i think) (at least I'm presuming they're errors on the front display of the portal). I ask the tech before he left if I needed to make an appointment to get the replacement portal setup; he tells me I just need the serial number of the defective and the new serial number. So I go back to the store and get it replaced (((note, if I'm buying shaw gear.... I'm buying where I can get the best price ---- which is rarely from shaw.no offense to any shaw employees. ) I go to the store, exchange the portal and bring the new one home, notice the serial number is similar (first few letters are the same...... nah, couldn't mean anything.). I connect the new portal, plug in the coax, connect the hdmi and connect the coax. Moxi boot screen comes up on the screen (expected as much), then I go to shaw's website and head to activate equipment. I give the serial number and a brief explanation of what happened. The gateway is reset (on shaws end) and the new serial number entered. I unplug the gateway and portal, replug..... nothing.... and more of nothing. I check local network (by this time the rep has given up and has said a tech needs to come out... again.... in a few days. (good thing a couple boxes work, otherwise I might be upset lol.) I realise afterwards I should have called the 800 num, the guy online was not familiar with the gateway system ((not his fault)). okay... enough of the preamble. I know the box is "in the system now"; so I begin attempting to troubleshoot to the best of my knowledge with some internet help (finding most of it here).
I check the MoCa and local internet connections (i haven't a clue about what all the settings mean, but I know the connected to home network is good.... can't connect to dns is bad. ) I try moving it to a different location, to where one of the working portals is, still no go. I think maybe it's an issue with the coax, so I open the cabinet and see exactly home it's set up.....(now if i'm not exact on this I apologize, should've taken a pic first.)
main coax in to two way splitter, one to first shawphone modem, second to grounding block, to drop amp.(drop amp originally used because of massive signal problems with original modem, also found it helped with dct6200 box) ..to two way splitter....one leg to six way splitter (original one i had set up) six way spitter went to a spare coax connection and my phone/modem, one leg to another two way splitter......Moca filter on the input if i recall correctly.....one leg to the Gateway....leg to a three way (3.5, 3.5, 7.0 db) splitter. following one train of thought, I move the moca filter(closer to the modem connection), and lose most of my connections to the existing portals
that not working I look for a new train and see a reply jetranger had made to someone; hmmm.... looks promising and simple to do. so as per "instructions" I set up the connection in a similar fashion almost:
1. Main coax into 2-way splitter (one leg to 1st shaw phone, second to grounding block)
2. From Grounding block into three way splitter (7.5 db leg to modem/second shaw phone, 7.5 leg to spare room (temp.), 3.5 leg to Moca filter to 2 way splitter)
3. One leg to Gateway, one leg to drop amp.
4. From drop amp to two way splitter. (one leg to a portal, second to another 2 way splitter)
5. last splitter to portals 2 and 3.
(keep in mind I just used what was available)
went and checked the working portals, all the channels came in normally again....no more check connection messages.
once again attempted unplug, replug of system (this time unplugging everything, waiting a minute then going and plugging everything in again, starting with the gateway, then working portals and finally the last portal.) still no go on the last one. annoyed, i go and watch tv, turn on the tube and see "a software update is available" notice..... press ok and it downloads and installs no problem. it was actually the quickest of everything.)......so once I again I go and try to unplug, replug the portal (((maybe the update helped.... nope.)))
once I did this, everything was back to working as normal, internet speed was the same as alway (not as fast as I'd like, but livable).
last thing: the error message: can not find it anywhere yet; tech had never seen it. (being able to go to shaw, plug a usb in to have it load shaw's firmware, then connect it to the system to see if it's recognised would be nice. also a list of error code: just plugged the portal in again:
(((tried reconnect, refresh etc on different screen, mixed results....never gets dns)))
netC ; and occassionally
i think I was also getting e 05 on the first one. I have no doubt that it's something minor and a simple fix; but not knowing is "challenging".
I come across the 800 number for gateway support, so having exhausted all other avenues *that I knew of, i call and explain to them the issue I had had with the third portal ((was shocked when I got through after 1 minute.)).....gave the info they needed. "No, a tech needs to come out.... " seriously thinking of applying: "a tech? really? ok.... I'm here. lol"
okay, I'm done: suggestions are welcome, criticism will be ignored.
correction, almost done: found that a harmony can control the portals...pita to set up: most of the keys have to be assigned, many have to be learned. (moximate is the closest remote they have in the database).
lastly: thank you to shawchamp, shawguy, and jetranger for their posts *(they've been especially helpful). If I forget someone, my apologies.