User Guide - Cox Communications
Contents
1. 1 IgE asa e AA m 1 Additional Item s Needed Not Inocudeg emen nennen nennen wwa 2 Sem SUSAN renee A don mu aiio 1 eege 3 ROGU OVC A Q 4 219002 M 4 ccu 5 S s Quee ud s t 6 Installing Your Cable Modem eR 7 Connecttne SBE TOTO YOU COMMU SI AAA Eeer P scusa caE edge NEU Rm 8 Monitoring Your Cable Modem and Connected Network ccccccsssssssscccccessssssssscecceesesessssseeeeceeesssssseeeees 9 Stakes ale Madem Web MSN NERO Er 9 Cable Modemi Web Manager Screen Ee e 10 ERU PA AA E EEEE E EEE E 10 PTS en 10 EI E 11 Vew la ae Reen e 12 VIEW The table Modemi Product MTOM AU ON asana mairi eee diania Next e Pk en P enc Rete 13 I Rigdsv auto 13 View the Cable Modem Network Connection TOM E e IR 14 Vewthe Cable EE 15 Restore the Factory Default Settings aaa 16 PSS 38 e m ee EE 17 mim sles O W so One gc ol M cc 17 Bee leie leider TIO c E 18 SOD 18 Front Parle LED Cons and Error COROIONS sossen Tm 19 Ware In rOERNA OM E EO 20 SURFboard SB6190 Cable Modem e User Guide iii 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved Contents AR RIS Ee SBO PES GORE Em 1 Tan2. 104 F 40 C SAVE THE ABOVE INSTRUCTIONS Note to CATV System Installer This reminder is provided to call the CATV system installer s attention to Articles 820 93 and 820 100 ofthe National Electric Code which provides guidelines for proper grounding and in particular specifies that the Coaxial cable shield shall be connected to the grounding system ofthe building as close to the point of cable entry as practical FCC STATEMENTS FCC Interference Statement This equipment has been tested and found to comply with the limits for a Class B digital device pursuant to part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference in a residential environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the device off and on the user is encouraged to try to correct the interference by one or more of the following measures e Reorient or relocate the receiving antenna e Increase the separation between the device and receiver e Connect the equipment into an outlet on a circuit different from that to which the receiver is connected e C
3. marking label If you are not sure of the type of power supplied to your home consult your dealer or local power company Do not overload outlets or extension cords as this can result in a risk of fire or electric shock Overloaded AC outlets extension cords frayed power cords damaged or cracked wire insulation and broken plugs are dangerous They may result in a shock or fire hazard e Route power supply cords so that they are not likely to be walked on or pinched by items placed upon or against them Pay particular attention to cords where they are attached to plugs and convenience receptacles and examine the point where they exit from the device Place this device in a location that is close enough to an electrical outlet to accommodate the length of the power cord Place the device to allow for easy access when disconnecting the power cord of the device from the AC wall outlet e Donotconnectthe plug into an extension cord receptacle or other outlet unless the plug can be fully inserted with no part ofthe blades exposed Place this device on a stable surface Avoid damaging the device with static by touching the coaxial cable when it is attached to the earth grounded coaxial cable TV wall outlet Always first touch the coaxial cable connector on the device when disconnecting or reconnecting the Ethernet cable from the device or user s PC It is recommended that the customer install an AC surge protector in the AC outlet to whi
4. B 40 95 dB 40 37 dB 40 37 dB 40 37 dB 40 37 dB 40 95 dB 40 95 dB Upstream Bonded Channels US Channel Type ATDMA TDMA and ATDMA ATDMA TDMA and ATDMA Current System Time Tue Aug 04 22 02 16 2015 Channel ID 1 4 3 2 Symbol Rate 5120 kSym s 2560 kSym s 5120 kSym s 2560 kSym s 258 81 154 154 747 759 571 546 Freguency 30 70 MHz 35 50 MHz 23 30 MHz 18 50 MHz Figure 4 SB6190 Status Screen SURFboard SB6190 Cable Modem e User Guide 365 095 28610 x 2 Power 47 75 dBmV 47 00 dBmV 47 25 dBmV 47 00 dBmV Copyright 2015 ARRIS Enterprises Inc All rights reserved rd Monitoring Your Cable Modem and Connected Network ARRIS Note If you cannot access the HTML pages in the Modem Web Manager please call or contact ARRIS Technical Support for assistance Menu Buttons The SB6190 menu buttons are displayed along the top of the SB6190 Web Manager screen To display a specific screen click on the menu button ARRIS Figure 5 SB6190 Web Manager Main Menu Buttons The SB6190 menu links are displayed along the bottom of the SB6190 Web Manager screen The menu links are similar to the menu tabs and serve as an alternative method for displaying the SB6190 Web Manager screens ADDRESSES CONFIGURATION HELP PRODUCT INFORMATION 2015 ARRIS Group Inc ALL RIGHTS RESERVED Figure 6 SB6190 Web Manager Main Menu Links SURFboard SB6190 Cable Mod
5. ODUCT These matters are governed by the laws of the Commonwealth of Pennsylvania without regard to conflict of laws principles and excluding the provisions of the United Nations Convention on Contracts for the International Sale of Goods Retail Purchasers SURFboard If you purchased this Product directly from ARRIS or from an ARRIS authorized retail reseller please call the ARRIS toll free telephone number 1 877 466 8646 for warranty service or technical support Technical support charges may apply For online technical support please visit www arris com consumer SURFboard SB6190 Cable Modem e User Guide 21 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved ARRIS ARRIS Enterprises Inc 3871 Lakefield Drive Suwanee GA 30024 WWw arris com 365 095 28610 x 2 08 15 WI
6. SCONVERGENCE ENABLED E vii K SURFboard SB6190 DOCSIS 3 0 Cable Modem 2015 ARRIS Enterprises Inc All rights reserved No part of this publication may be reproduced or transmitted in any form or by any means or used to make any derivative work such as translation transformation or adaptation without written permission from ARRIS Enterprises Inc ARRIS ARRIS reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of ARRIS to provide notification of such revision or change ARRIS SURFboard and the ARRIS logo are all trademarks or registered trademarks of ARRIS Enterprises Inc Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and the names of their products ARRIS disclaims proprietary interest in the marks and names of others ARRIS provides this guide without warranty of any kind implied or expressed including but not limited to the implied warranties of merchantability and fitness for a particular purpose ARRIS may make improvements or changes in the product s described in this manual at any time The capabilities system requirements and or compatibility with third party products described herein are subject to change without notice A Contents ARRIS Contents Safety and Regulatory Information E V ad AS MR C
7. Wed Jul 22 12 18 39 2015 Wed Jul 22 12 19 49 2015 Wed Jul 22 12 19 49 2015 Wed Jul 22 12 19 49 2015 Wed Jul 22 12 19 49 2015 Thu Jan 01 00 00 56 1970 Thu Jan 01 00 00 56 1970 Thu Jan 01 00 01 10 1970 Wed Jul 22 13 23 17 2015 Wed Jul 22 13 26 41 2015 Thu Jan 01 00 01 25 1970 Priority Description SW upgrade Failed after download SW File corruption SW upgrade Failed before download File not Present SW upgrade Failed before download TFTP Max Retry Exceeded SW Download INIT Via NMS SW upgrade Failed after download SW File corruption SW upgrade Failed before download File not Present SW upgrade Failed before download TFTP Max Retry Exceeded SW Download INIT Via NMS SW upgrade Failed after download SW File corruption SW upgrade Failed before download File not Present SW upgrade Failed before download TFTP Max Retry Exceeded MDD message timeout CM MAC c8 3f b4 59 1b 29 CMTS MAC 00 00 00 00 00 00 CM QOS 1 1 CM VER 3 0 Lost MDD Timeout CM MAC c8 3f b4 59 1b 29 CMTS MAC 00 00 00 00 00 00 CM QOS 1 1 CM VER 3 0 No Ranging Response received T3 time out CM MAC c8 3f b4 59 1b 29 CMT S MAC 00 30 b8 81 03 10 CM QOS 1 1 CM VER 3 0 SW Download INIT Via NMS SW download Successful Via NMS MDD message timeout CM MAC c8 3f b4 59 1b 29 CMTS MAC 00 00 00 00 00 00 CM QOS 1 1 CM VER 3 0 Lost MDD Timeout CM MAC c8 3fb4 59 1b 29 CMTS MAC 00 00 00 00 00 00 CM QOS 1 1 CM VER 3 0 SYNC Tim
8. anada Rules Operation is subject to the following two conditions e This device may not cause interference and e This device must accept any interference including interference that may cause undesired operation of the device CAN ICES 3 B NMB 3 B IC Radiation Exposure Statement Important Note This equipment complies with IC radiation exposure limits set forth for an uncontrolled environment This equipment should be installed and operated with a minimum distance of 20 cm between the radiator and your body Avis D Industrie Canada IC Cet appareil est conforme a la r glementation RSS 210 d Industrie Canada Son utilisation est assujettie aux deux conditions suivantes e Cet appareil ne doit pas causer d interf rences et e Cetappareil doit accepter toute interf rence recue y compris les interf rences causant un fonctionnement non d sir D CLARATION DE IC SUR L EXPOSITION AUX RAYONNEMENTS Note Importante cet quipement est conforme aux limites d exposition aux rayonnements tablies par IC pour un environnement non contr l Cet quipement doit tre install et utilis de mani re maintenir une distance d au moins 20 cm entre la source de rayonnement et votre corps CARING FOR THE ENVIRONMENT BY RECYCLING When you see this symbol on a ARRIS product do not dispose of the product with residential or commercial waste mem Recycling Your ARRIS Equipment Please do not dispose of this product with your resident
9. artup procedure the downstream bonded channels and the upstream bonded channels Product The Product Information page displays information about the hardware version software version MAC address Information serial number system up time and network registration status The Event Log page provides a list of all the events that have occurred on the cable modem Each event shows the time that it occurred the priority of the event and an event description The Addresses Page provides information about the network connection between the Cable Modem and your Addresses computer Also it provides details about the connection between the Cable Modem and the service provider s computer systems Status Event Log Configuration The Configuration page lists information about the upstream and downstream connection to the service provider Figure 7 SB6190 Help Screen SURFboard SB6190 Cable Modem e User Guide 11 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved 4 Monitoring Your Cable Modem and Connected Network ARRIS The SB6190 Status screen displays the current startup status of the SB6190 and the downstream and upstream bonded channel connections for receive and send data transmissions To open the Status screen 1 Click the Status menu button or link on the SB6190 Web Manager screen see Figure 8 2 Click the Refresh button F5 in your Web browser to reload the information on the screen Star
10. ch this device is connected This is to avoid damaging the device by local lightning strikes and other electrical surges Postpone installation until there is no risk of thunderstorm or lightning activity in the area SURFboard SB6190 Cable Modem e User Guide V 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved ct Safety and Regulatory Information ARRIS Do not use this product near water for example near a bathtub washbowl kitchen sink or laundry tub in a wet basement or near a swimming pool e Do not cover the device or block the airflow to the device with any other objects Keep the device away from excessive heat and humidity and keep the device free from vibration and dust Wipe the device with a clean dry cloth Never use cleaning fluid or similar chemicals Do not spray cleaners directly on the device or use forced air to remove dust For added protection unplug the device from the wall outlet and disconnect the cables to avoid damage to this device due to lightning and power surges Upon completion of any service or repairs to this device ask the service technician to perform safety checks to determine that the device is in safe operating condition Do not open the device Do not perform any servicing other than that contained in the installation and troubleshooting instructions Refer all servicing to qualified service personnel e This device should not be used in an environment that exceeds
11. ct Before installing your SB6190 e Check with your service provider to ensure broadband cable service is available in your area e Choose a location in your home where your computer and SB6190 are preferably near existing cable and electrical wall outlets fo EN 1 9 Ethernet Connection CP 1 Coaxial Cable Connection af 4 Power Connection Figure 3 SB6190 Connection Diagram 1 Checkthat a coaxial cable is already connected to a cable wall outlet or RF splitter optional 2 Connect the other end of the coaxial cable to the Cable connector on your SB6190 Use your hand to tighten the connectors to avoid damaging them 3 Connect the Ethernet cable included to the Ethernet port on your SB6190 SURFboard SB6190 Cable Modem e User Guide 7 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved eee Installing Your Cable Modem ARRIS 4 Connect the other end of the Ethernet cable to the Ethernet port on your computer Connect the power cord included to the Power port on your SB6190 Plug the other end of the power cord into an electrical wall outlet Note This automatically powers ON your cable modem Although your computer may already be configured to automatically access the Internet you Should still perform the following cable modem connectivity test to verify that your network devices were connected properly 1 Power ON the computer conn
12. e De OG SRI TC NS retary ca sectors ce peta css bennen bn tst NEU MUNI EUIS 4 Table 3 5B6190 Rear Pale Ports SC MSOSI Awaita awa 5 Tame 4 SB6190 Web Manager Main Menu ODEIDEDIS nme tenen 11 ee EE 18 Table 6 Front Panel LED kons and Error EE EE 19 Eene A SE AAA EETA AAAA 4 Ke Re VION ne 2 Heurea E cesis ES enig EO Ec Em oT y FHIEUre o S86 190 SELS SC BOLD ateunvt ee MENSAM MAS MAS MRNA ATI ENMUEMMU ane aaa J Figure 5 Sb5190 wep Manager Main Menu BUWOAS mennen 10 FISUre G SB6190 Web Manager Main Ment die 10 HSR Le Pete LEEM ex uce cece cecucececusncuenceseauca ce EP NNNM NENNEN RN URN ON MUN 11 SO e ET eee em 12 Figure 9 5B6190 ele te gl INTO MATION SEI BE essre nner swessustawstcwed e s dest deseo entente T9 HEU STU eso REN CI UI EEE VEE 14 Hore Wi oes oy kc GOES chis QNT E T m oT oom 15 Heure 12 SBL COMMUN GUO Ee 15 Figure 13 SB6190 Configuration Screen Restore Factory Defaults sesenta 16 Heure 14 5B60190 Restore Factory Defaults Dialog BOX aston deerne eveedee 16 Figure 15 SB6190 Configuration Screen Restart Cable Modem essent E KEE ee SIE E 17 SURFboard SB6190 Cable Modem e User Guide iv 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved A RRIS Safety and Regulatory Information A Safety and Regulatory Information IMPORTANT SAFETY INSTRUCTIONS Read This Before You Begin When using your equipment basic safety precautions shou
13. ected to your SB6190 if it is turned off and then log in 2 Contact your service provider to activate provision your SB6190 You may Nave to provide the HFC MAC ID listed on the modem label Note Your service provider may allow for automatic activation which will automatically launch its own special website when you open a web browser 3 After your SB6190 is activated open a web browser Internet Explorer Google Chrome Firefox or Safari on your computer If the special website did not open continue with step 4 If it opened proceed to step 5 4 Type a valid URL www surfboard com in the address bar and then press Enter The ARRIS website should open If it did not open please contact your service provider for assistance 5 Check that the Power Receive Send and Online front panel LEDs on your SB6190 light up in sequential order See Front Panel for additional LED status information e fall four LEDs did not light up solid and you also do not have an Internet connection you may have to contact your service provider to reactivate your SB6190 or check for signal Issues e f you still cannot connect to the Internet your SB6190 may be defective Please call ARRIS Technical Support for assistance SURFboard SB6190 Cable Modem e User Guide 8 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved A ARRIS Monitoring Your Cable Modem and Connected Network Monitoring Your Cable Modem and Connected N
14. een 1 Click the Configuration menu button or link on the SB6190 Main Menu bar The Configuration screen displays Configuration Downstream Frequency Hz 747000000 Upstream Channel ID 1 Downstream Frequency Plan North America v Energy Efficient Ethernet Disabled v Reboot Restore Factory Defaults Figure 13 SB6190 Configuration Screen Restore Factory Defaults 2 Click Restore Factory Defaults The page at 192 165 100 1 says This action requires re initialization of the cable modern This process could take from 5 to 30 minutes Do you want Figure 14 SB6190 Restore Factory Defaults Dialog Box to proceed 3 Click OK The SB6190 Web Manager will automatically open when the Restore Factory Defaults process is complete SURFboard SB6190 Cable Modem e User Guide 16 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved eT Monitoring Your Cable Modem and Connected Network ARRIS To restart or reboot the SB6190 1 Click the Configuration menu button or menu link on the SB6190 Main Menu bar The Configuration screen displays Configuration Downstream Frequency Hz 747000000 Upstream Channel ID 1 Downstream Frequency Plan North America v Energy Efficient Ethernet Disabled v Reboot Restore Factory Defaults Figure 15 SB6190 Configuration Screen Restart Cable Modem 2 Click Reboot The page at 192 168 100 1 says Are you sure you want to re
15. eive Send Online Figure 1 SB6190 Front View Table 2 SB6190 Front Panel LED Icons Not applicable icon does not Green Power is properly connected blink Scanning for a downstream Green Non bonded downstream channel receive channel connection is connected RECEIVE Blue High speed Internet connection with bonded downstream channels gw Scanning for an upstream Green Non bonded upstream channel is SEND send channel connection connected Blue High speed Internet connection with bonded upstream channels Scanning for an Internet Green Startup process completed connection ONLINE SURFboard SB6190 Cable Modem e User Guide 4 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved A Product Overview ARRIS Note Blue indicates DOCSIS 3 0 operation high speed Internet access This may not be available in all locations Check with your service provider for availability in your area Reset Ethernet Cable Power Figure 2 SB6190 Rear View Table 3 SB6190 Rear Panel Ports amp Connectors Reset Button Can be used to reboot the cable modem or reset the cable modem settings To reboot or restart the modem press the indented Reset button once using the end of a paper clip or other small object with a narrow tip and then release To reset the cable modem configuration back to the factory default settings press and hold the indented Reset button for 15 seconds using t
16. em e User Guide 10 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved Monitoring Your Cable Modem and Connected Network ARRIS Table 4 SB6190 Web Manager Main Menu Options Status Displays startup diagnostic information for the cable modem Also provides the current network connection status of the cable modem Product Provides general product and operational status information for Information the cable modem Event Log Displays a listing of the time and actual events or alerts as they occur and are detected by the cable modem This information may be useful to help diagnose and correct any problems that may occur with the cable modem Addresses Provides network connection information for the cable modem and computer connected on your home network including the cable modem serial number and MAC addresses Configuration Provides the network connection frequency and channel ID information for the cable modem Allows you to restart the cable modem Allows you to reset the cable modem configuration back to the factory default settings Help Provides a brief description for each web manager screen option The Help feature provides a brief description for the SB6190 Web Manager screens e Click the Help menu button or link on the SB6190 Web Manager screen to open the SB6190 Help screen Help Pages The Status page is the first page in the display This page shows diagnostic information about the st
17. etwork 4 Use the SB6190 Web Manager to view and monitor the configuration settings and operational status of your SB6190 You may be able to change some network configuration settings Note You may notice that some of the SB6190 Web Manager configuration settings may be blocked and cannot be modified This may be due to some restrictions set up by your service provider to prevent unauthorized modifications to certain cable modem configuration parameters 1 Open any web browser on the computer connected to your SB6190 2 In the Address bar type http 192 168 100 1 for the SB6190 Web Manager IP address and then press Enter The SB6190 Status screen displays Startup Procedure Procedure Comment Acquire Downstream Channel Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Disabled Disabled DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables Locked Locked Locked Locked Locked Locked Locked Locked Lock Status Locked Locked Locked Locked 256QAM 8 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 256QAM 747 00 MHz 705 00 MHz 711 00 MHz 717 00 MHz 723 00 MHz 729 00 MHz 735 00 MHz 741 00 MHz 5 40 dBmV 5 10 dBmV 5 00 dBmV 5 20 dBmV 5 20 dBmV 5 50 dBmV 5 40 dBmV 5 40 dBmV 40 37 d
18. he end of a paper clip or other small object with a narrow tip and then release L One Gigabit Ethernet port for RJ 45 cable connections ETHERNET Green LED is ON Indicates a device connection is detected Green LED is Blinking Indicates data traffic is in progress Q Coaxial cable connector CABLE SURFboard SB6190 Cable Modem e User Guide 5 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved rd Product Overview LUMAR RIS 12VDC Power line voltage POWER WARNING To avoid any damage to your SB6190 only use the power adapter provided in the box The cable modem label is located on the bottom of the SB6190 It contains specific cable modem ID information that you may need when contacting your service provider or ARRIS Technical Support To receive Internet service you may have to contact your service provider for assistance You may need to provide the following information listed on the cable modem label e Cable modem model name SB6190 e Cable modem MAC address HFC MAC ID e Cable modem serial number S N SURFboard SB6190 Cable Modem e User Guide 6 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved Installing Your Cable Modem ARRIS Installing Your Cable Modem This product is for indoor use only Do not route the Ethernet cable s outside of the building Exposure of the cables to lightning could create a safety hazard and damage the produ
19. he warranties described in this Section shall not apply i to any Product subjected to accident misuse neglect alteration Acts of God improper handling improper transport improper storage improper use or application improper installation improper testing or unauthorized repair or ii to cosmetic problems or defects which result from normal wear and tear under ordinary use and do not affect the performance or use of the Product ARRIS warranties apply only to a Product that is manufactured by ARRIS and identified by ARRIS owned trademark trade name or product identification logos affixed to the Product ARRIS does not warrant to you the end user or to anyone else that the Software will perform error free or without bugs ARRIS IS NOT RESPONSIBLE FOR AND PROVIDES AS IS ANY SOFTWARE SUPPLIED BY 3RD PARTIES EXCEPT AS EXPRESSLY STATED IN THIS SECTION WARRANTY INFORMATION THERE ARE NO WARRANTIES OF ANY KIND RELATING TO THE PRODUCT EXPRESS IMPLIED OR STATUTORY INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE OR THE WARRANTY AGAINST INFRINGEMENT PROVIDED IN THE UNIFORM COMMERCIAL CODE Some states do not allow for the exclusion of implied warranties so the above exclusion may not apply to you SURFboard SB6190 Cable Modem e User Guide 20 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved Warranty Information ARRIS What additional provisions shou
20. ial or commercial waste Some countries or regions such as the European Union have set up systems to collect and recycle electrical and electronic waste items Contact your local authorities for information about practices established for your region SURFboard SB6190 Cable Modem e User Guide vii 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved A Getting Started ARRIS Getting Started The ARRIS SURFboard SB6190 DOCSIS 3 0 Cable Modem provides high speed access to the Internet and other online services on your home network You can use your SB6190 to directly connect a computer to your home or small business LAN through an Ethernet connection This guide provides a product overview and instructions for installing and configuring your SB6190 Cable Modem to get it up and running on your home network Before installing your SB6190 check that the following items are included in the box If any items are missing please call ARRIS Technical Support at 1 877 466 8646 for assistance Table 1 SB6190 Package Contents SB6190 Cable Modem High speed DOCSIS 3 0 cable modem Power Supply Power adapter for an electrical wall outlet connection Ethernet Cable Standard Category 5e CAT5e or higher network cable Software License amp Regulatory Card Safety and regulatory information software license and warranty for the modem SURFboard SB6190 Cable Modem e User Guide 1 365 095 28610 x 2 C
21. ing Synchronization failure Loss of Sync CM MACz c8 3f b4 59 1b 29 CMTS MAC 00 30 b8 81 03 10 CM QOS 1 1 CM VER 3 0 DHCP RENEW sent No response for IPv6 CM MAC c8 3f b4 59 1b 29 CMTS MAC 00 30 b8 c6 3a 20 CM QOS 1 1 CM VER 3 0 Clear Log Thu Jan 01 00 01 26 1970 Wed Jul 22 13 29 35 2015 Thu Jul 23 00 32 24 2015 Figure 10 SB6190 Event Log Screen The SB6190 Addresses screen provides network connection information between the SB6190 and your computer To open the Addresses screen 1 Clickthe Addresses menu button or link on the SB6190 Web Manager screen 2 Click Refresh F5 in your Web browser to reload the information on the screen SURFboard SB6190 Cable Modem e User Guide 14 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved Monitoring Your Cable Modem and Connected Network ARRIS Information Item Value Serial Number FSERX1222200236 HFC MAC Address c8 3f b4 59 1b 29 Addresses Known CPE MAC Address Status c8 3f b4 59 1b 29 Self 64 31 50 18 8b d4 Learned Figure 11 SB6190 Addresses Screen The SB6190 Configuration screen displays the downstream frequency and upstream channel connection to the network When the SB6190 successfully connects to the network it stores the connection frequency to automatically connect whenever you have to log back onto the SB6190 You can use the Configuration screen to reboot the SB6190 see Reboot Your Cable Modem or re
22. ld be aware of Because it is impossible for ARRIS to know the purposes for which you acquired this Product or the uses to which you will put this Product you assume full responsibility for the selection of the Product for its installation and use While every reasonable effort has been made to insure that you will receive a Product that you can use and enjoy ARRIS does not warrant that the functions of the Product will meet your requirements or that the operation of the Product will be uninterrupted or error free ARRIS IS NOT RESPONSIBLE FOR PROBLEMS OR DAMAGE CAUSED BY THE INTERACTION OF THE PRODUCT WITH ANY OTHER SOFTWARE OR HARDWARE ALL WARRANTIES ARE VOID IF THE PRODUCT IS OPENED ALTERED AND OR DAMAGED THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES for any and all claims that you may have arising out of or in connection with this Product whether made or suffered by you or another person and whether based in contract or tort IN NO EVENT SHALL ARRIS BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT INDIRECT GENERAL SPECIAL INCIDENTAL CONSEQUENTIAL EXEMPLARY OR OTHER DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT INCLUDING WITHOUT LIMITATION DAMAGES FOR LOSS OF BUSINESS PROFITS BUSINESS INTERRUPTION LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS OR FROM ANY BREACH OF WARRANTY EVEN IF ARRIS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES IN NO CASE SHALL ARRIS LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE PR
23. ld always be followed to reduce the risk of fire electric shock and injury to persons including the following e Read all of the instructions listed here and or in the user manual before you operate this device Give particular attention to all Safety precautions Retain the instructions for future reference e This device must be installed and used in strict accordance with manufacturer s instructions as described in the user documentation that is included with the device Comply with all warning and caution statements in the instructions Observe all warning and caution symbols that are affixed to this device e To prevent fire or shock hazard do not expose this device to rain or moisture The device must not be exposed to dripping or splashing Do not place objects filled with liquids such as vases on the device e This device was qualified under test conditions that included the use of the supplied cables between system components To ensure regulatory and safety compliance use only the provided power and interface cables and install them properly Different types of cord sets may be used for connections to the main POWER supply circuit Use only a main line cord that complies with all applicable device safety requirements of the country of use Installation of this device must be in accordance with national wiring codes and conform to local regulations Operate this device only from the type of power source indicated on the device s
24. nformation ARRIS SURFboard SB6190 Cable Modem ARRIS Enterprises Inc ARRIS Warranty Information Retail Purchasers SURFboard If you purchased this Product directly from ARRIS or from an authorized ARRIS retail reseller ARRIS warrants to you the original end user customer that A the Product excluding Software will be free from defects in materials and workmanship under normal use and B with respect to Software i the media on which the Software is provided will be free from defects in material and workmanship under normal use and ii the Software will perform substantially as described in its documentation This Limited Warranty to you the original end user customer continues A for Software and the media upon which it is provided for a period of ninety 90 days from the date of purchase from ARRIS or an authorized ARRIS reseller and B for the Product excluding Software for a period of two 2 years from the date of purchase from ARRIS or from an authorized ARRIS reseller To take advantage of this Limited Warranty or to obtain technical support you must call the ARRIS toll free telephone number 1 877 466 8646 Technical support charges may apply ARRIS sole and exclusive obligation under this Limited Warranty for retail sales shall be to repair or replace any Product or Software that does not meet this Limited Warranty All warranty claims must be made within the applicable Warranty Period General Information T
25. onsult the dealer or an experienced radio TV technician for help This device complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 This device may not cause harmful interference and 2 This device must accept any interference received including interference that may cause undesired operation FCC Caution Any changes or modifications not expressly approved by ARRIS for compliance could void the user s authority to operate the equipment FCC Radiation Exposure Statement This equipment complies with FCC radiation exposure limits set forth for an uncontrolled environment To comply with the FCC RF exposure compliance requirements the separation distance between the antenna and any person s body including hands wrists feet and ankles must be at least 21 cm 8 inches This transmitter must not be co located or operating in conjunction with any other antenna or transmitter except those already approved in this filing SURFboard SB6190 Cable Modem e User Guide vi 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved DA Safety and Regulatory Information ARRIS The availability of some specific channels and or operational frequency bands are country dependent and are firmware programmed at the factory to match the intended destinations The firmware setting is not accessible by the end user Industry Canada IC Statement This device complies with RSS 210 of the Industry C
26. opyright 2015 ARRIS Enterprises Inc All rights reserved Getting Started ARRIS Support Information Card Provides contact information for obtaining technical support assistance with any issues you may have with your SURFboard device SB6190 Quick Start Guide Provides basic information for installing the cable modem and setting up your home network The following item is not included in the box and must be purchased separately e Coaxial coax cable if one is not already connected to a cable wall outlet e High speed Internet access account e Web browser access Internet Explorer Google Chrome Firefox or Safari e Compatible operating systems e Windows 10 e Windows 8 e Windows 7 Service Pack 1 SP1 e Windows Vista SP2 or later e Windows XP SP3 Note Microsoft no longer supports Windows XP The SB6190 should still function without any problems e Mac 10 4 or higher e UNIX e Linux SURFboard SB6190 Cable Modem e User Guide 2 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved eee Getting Started ARRIS For technical support and additional ARRIS product information e Visit the ARRIS Support website www arris com consumer e Call ARRIS Technical Support 1 877 466 8646 SURFboard SB6190 Cable Modem e User Guide 3 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved A Product Overview ARRIS Product Overview Power Rec
27. s serial number MAC address and the current network connection status To open the Product Information screen 1 Click the Product Information menu button or link on the SB6190 Web Manager screen see Figure 9 2 Click the Refresh button F5 in your web browser to reload the information on the screen Information Standard Specification Compliant ARRIS DOCSIS 3 0 Cable Modem Retail Hardware Version 2 Software Version 9 1 93D Cable Modem MAC Address C8 3F B4 59 1B 29 Serial Number F5ERX1222200236 Status Up Time 13 d 9 h 38m Figure 9 SB6190 Product Information Screen The SB6190 records a list of the activities events and alerts detected during operation Note This information may be useful if you have to contact ARRIS Technical Support or your service provider to helo diagnose and correct any problems that may occur with your cable modem To open the Event Log screen 1 Click the Event Log menu button or link on the SB6190 Web Manager screen The Event Log screen displays 2 Click Refresh F5 in your Web browser to reload the information on the screen SURFboard SB6190 Cable Modem e User Guide 13 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved re ARRIS Monitoring Your Cable Modem and Connected Network Wed Jul 22 12 16 23 2015 Wed Jul 22 12 16 23 2015 Wed Jul 22 12 16 23 2015 Wed Jul 22 12 18 39 2015 Wed Jul 22 12 18 39 2015 Wed Jul 22 12 18 39 2015
28. set the cable modem settings to the factory default configuration see Reset the Factory Default Modem Settings To open the Configuration screen 1 Click the Configuration menu button or link on the SB6190 Web Manager screen Configuration Downstream Frequency Hz 747000000 Upstream Channel ID 1 Downstream Frequency Plan North America v Energy Efficient Ethernet Disabled v Reboot Restore Factory Defaults Note Resetting the cable modem to its factory default configuration will remove all stored parameters learned by the cable modem during prior initializations The process to get back online from a factory default condition could take from 5 to 30 minutes Please reference the cable modem User Guide for details on the power up sequence Figure 12 SB6190 Configuration Screen Note The values on the SB6190 Configuration screen cannot be changed SURFboard SB6190 Cable Modem e User Guide 15 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved rd Monitoring Your Cable Modem and Connected Network ARRIS You can reset the SB6190 configuration back to the default factory configuration The process to restore the cable modem settings may take from five to 30 minutes to complete During this process your network connection will be disabled WARNING This action will delete your current cable modem configuration and any custom settings you may have created To open the Configuration scr
29. set the modern Figure 16 SB6190 Reboot Dialog Box 3 Click OK This message displays The device has been reset RELOAD 4 Click RELOAD to log back into the SB6190 Web Manager To log out and close the SB6190 Web Manager e Close the web browser window SURFboard SB6190 Cable Modem e User Guide 17 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved DA Troubleshooting Tips ARRIS A Troubleshooting Tips If the solutions listed in this section do not solve your problem contact your service provider for assistance Your service provider may ask for the status of the LEDs as described in Front Panel LED Icons and Error Conditions You may have to reset the SB6190 modem configuration to its original factory settings if the modem is not functioning properly Table 5 Troubleshooting Solutions POWER LED Icon is OFF Check the power connection between the cable modem and electrical wall outlet Check that the electrical wall outlet is working Is the outlet controlled by a light switch If so disconnect the cable modem power cord and connect it to another electrical outlet that is not controlled by a light switch Cannot Send or Receive Check each end of the coaxial cable connection on the modem and Data cable outlet Hand tighten each connector if necessary Check the Ethernet cable to make sure it is properly connected to the modem and computer On the front panel check the s
30. tatus of the LED icons and refer to Front Panel LED Icons and Error Conditions to identify the problem If you have cable television service check your television to ensure your cable service is operating properly If none of the above solutions resolves the problem contact your service provider or call ARRIS Technical Support 1 877 466 8646 for assistance SURFboard SB6190 Cable Modem e User Guide 18 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved A Troubleshooting Tips ARRIS Cannot Access the Check that all cable and power connections on your cable Internet modem and computer are properly connected Check that the Power and Online LEDs on the front panel are lit up solid If neither of the above solutions resolves the problem contact your service provider for assistance The SB6190 front panel LED icons provide status information for the following error conditions Table 6 Front Panel LED Icons and Error Conditions Off Modem is not properly plugged Modem is unplugged into the electrical outlet POWER Wa Blinking Downstream receive channel Downstream channelis lost cannot be acguired RECEIVE es Blinking Upstream send channel cannot Upstream channel is lost SEND be acquired e Blinking IP registration is unsuccessful IP registration is lost ONLINE SURFboard SB6190 Cable Modem e User Guide 19 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved Warranty I
31. tup Procedure Procedure Status Comment Acquire Downstream Channel Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Disabled Disabled DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel Lock Status Modulation ChannellD Frequency Power SNR Corrected Uncorrectables Locked 256QAM 8 747 00 MHz 5 40dBmV 4037dB 258 Locked 256QAM 1 705 00 MHz 5 10dBmV 4095dB 81 Locked 256QAM 2 711 00 MHz 5 00dBmV 40 37dB 154 Locked 256QAM 717 00 MHz 5 20 dBmV 40 37dB 154 Locked 256QAM 723 00 MHz 5 20 dBmV 40 37 dB 747 Locked 256QAM 729 00 MHz 5 50 dBmV 40 37 dB 759 Locked 256QAM 735 00 MHz 5 40 dBmV 4095dB 571 Locked 256QAM 741 00 MHz 5 40 dBmV 4095dB 546 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power Locked ATDMA 1 5120 kSym s 30 70 MHz 47 75 dBmV Locked TDMA and ATDMA 4 2560 kSym s 35 50 MHz 47 00 dBmV Locked ATDMA 3 5120 kSym s 23 30 MHz 47 25 dBmV Locked TDMA and ATDMA 2 2560 kSym s 18 50 MHz 47 00 dBmV Current System Time Tue Aug 04 22 02 16 2015 Figure 8 SB6190 Status Screen SURFboard SB6190 Cable Modem e User Guide 12 365 095 28610 x 2 Copyright 2015 ARRIS Enterprises Inc All rights reserved rd Monitoring Your Cable Modem and Connected Network ARRIS The Product Information screen displays general product information for the SB6190 which Includes the hardware and software firmware version
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