Arris SURFboard mAX User manual

SURFboard mAX
Models: W21/W121
User Guide, Standard Revision x.1
P/N 365-095-35704

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Table of contents
Chapter 1: Get started..............................................................................6
In the box....................................................................................................................... 6
Hardware diagram.......................................................................................................... 7
LED behavior........................................................................................................ 8
Mobile app help............................................................................................................. 9
Chapter 2: Set up your SURFboard mAX home network.......................... 10
Get the ARRIS SURFboard Central mobile app............................................................ 10
Launch the ARRIS SURFboard Central mobile app.......................................................10
Create your SURFboard account.................................................................................. 11
Set up your SURFboard mAX router............................................................................ 15
Get your SURFboard mAX router online......................................................................17
Name your home network and set a password...........................................................20
Add devices to home network.....................................................................................20
Chapter 3: Adding a SURFboard mAX satellite........................................ 22
Set up your SURFboard mAX satellite..........................................................................23
Get your SURFboard mAX satellite online................................................................... 24
Chapter 4: SURFboard Central mobile app features................................ 26
Home............................................................................................................................ 27
mAX router and satellite details........................................................................ 27
Online and offline device details....................................................................... 29
Edit name for mAX and devices.........................................................................30
Adjust LED brightness level................................................................................30
Restart mAX........................................................................................................31
Network........................................................................................................................ 32
Setup and manage Guest network.................................................................... 32
Network settings................................................................................................ 34
Speed Test.......................................................................................................... 39
Parental Control............................................................................................................41
Enable Parental Control..................................................................................... 41
Work with user profiles..................................................................................... 41
Add devices to user profile................................................................................43
Add time schedule to user profile..................................................................... 44
Pause Internet access.........................................................................................45
Remove a user profile, rule, or device association............................................46
Side Menu.....................................................................................................................47
Speed Test.......................................................................................................... 48
Add another mAX...............................................................................................48
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Get Alexa Skills................................................................................................... 49
Help.................................................................................................................... 49
About.................................................................................................................. 49
Settings............................................................................................................... 49
Appendix A: ARRIS Safety, Environment, Regulatory, Software License,
Privacy, and Warranty information......................................................50
Safety and regulatory information............................................................................... 50
Caring for the environment by recycling your ARRIS equipment.................................52
FCC statements.............................................................................................................53
Industry Canada (IC) Statement.........................................................................53
Avis D'Industrie Canada (IC)...............................................................................54
Wireless LAN information............................................................................................ 55
Open Source software information..............................................................................56
Software license........................................................................................................... 56
Privacy notice............................................................................................................... 58
Warranty Information...................................................................................................59
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Chapter 1
Get started
The SURFboard mAX home Wi-Fi system is a mAX router alone (W21) or two routers with
one functioning as a satellite (W121). The ARRIS SURFboard Central mobile app steps you
through installing your SURFboard mAX Wi-Fi home network using your iOS or Android
mobile device.
The SURFboard Central mobile app lets you manage your home network access, Parental
Control, Guest Access, and more on all the connected devices (e.g., smartphones, cameras,
tablets, computers, smart TVs, gaming consoles, and more) all across your mAX Wi-Fi home
network.
The SURFboard Central mobile app supports mobile devices running iOS 9.0 and above or
Android 5.0 and above, and requires a cable/DSL modem or fiber ONT device connected to
your ISP.
In the box
Item Description
mAX unit High-speed mAX with 1 WAN and 1 LAN
Ethernet port.
Additional mAX unit
(W121 only)
High-speed mAX with 1 WAN and 1 LAN
Ethernet port.
Power adapter Power adapter for an electrical wall outlet
connection with each mAX unit.
Ethernet cable Standard Category 5e (CAT5e) or higher
network cable.
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Chapter 1: Get started
Hardware diagram
This diagram and table explain the ports on the underside of your mAX unit.
Callout Name Description
1 Power For connection to the power adaptor included in the box.
2 Ethernet port For Ethernet device connections (i.e., TV, game console, PC, etc).
3 WAN port For connection to your cable/DSL modem or fiber ONT device.
4 Reset button Resets the mAX to factory defaults.
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Chapter 1: Get started
LED behavior
This table describes the mAX LED behavior.
LED Behavior Action
Solid amber Booting
Solid white Boot successful
Rapidly
alternating green
and white
(~1 sec
increments)
Attempting to pair with mobile app via Wi-Fi during on-boarding
Slowly alternating
green and white
(3 sec increments)
Paired with mobile app via Wi-Fi during on-boarding
Slowly alternating
blue and red
(3 sec increments)
Paired with mobile app via Wi-Fi during on-boarding and WAN down
Solid blue "Normal" state; on-boarding complete; connected to Internet; latest
firmware installed.
Rapidly
alternating blue
and amber
(~1 sec
increments)
Downloading software in background
Solid blue mAX good WAN connection state
Solid red mAX disconnected WAN connection state
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Chapter 1: Get started
Mobile app help
Some of the SURFboard Central mobile app screens offer textual help. Tap the ? if you
require more information or assistance with something on that screen.
Help is also available on the Side menu, accessed from the Collapsed menu icon on the
mobile app Home screen. Here, you can read our Frequently Asked Questions, get contact
information for ARRIS support, tap to navigate to our self-help site, or get answers quickly
with our Live chat feature.
If you require more assistance, call ARRIS Technical Support: 1-866-757-3598.
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Chapter 2
Set up your SURFboard mAX home
network
These are the tasks you will perform to set up your SURFboard mAX home Wi-Fi network.
1. Get the ARRIS SURFboard Central mobile app (page 10)
2. Launch the ARRIS SURFboard Central mobile app (page 10)
3. Create your SURFboard account (page 11)
4. Set up your SURFboard mAX router (page 15)
5. Get your SURFboard mAX router online (page 17)
6. Name your home network and set a password (page 20)
7. Add devices to home network (page 20)
Get the ARRIS SURFboard Central mobile app
The mobile app is available online as a free download for your mobile device.
1. Navigate to the Apple App Store (for iOS devices) or Google Play Store (for Android
devices).
2. Search for the ARRIS SURFboard Central mobile app.
3. Download by tapping OPEN in the Play Store or GET in the Apple Store.
Launch the ARRIS SURFboard Central mobile app
■Once you have the SURFboard Central mobile app installed, tap the shortcut on your
mobile device to launch it.
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Chapter 2: Set up your SURFboard mAX home network
Create your SURFboard account
1. On the SAY HELLO TO YOUR NEW SURFBOARD DEVICE! screen, tap GET STARTED to
begin the setup process.
The app may need to request permissions to improve the app experience during setup.
The screen explains the purpose of each of these permission requests.
2. Tap CONTINUE after granting the required permissions.
3. On the SELECT YOUR DEVICE BELOW screen, select the W121/W21 device.
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Chapter 2: Set up your SURFboard mAX home network
4. Scroll down, if necessary, and tap NEXT.
5. If you do not yet have a registered account, on the LET'S CREATE YOUR ACCOUNT
screen, complete the information requested, agree to the Terms and Conditions, and tap
to SIGN UP.
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Chapter 2: Set up your SURFboard mAX home network
6. If already have a registered account, on the LET'S CREATE YOUR ACCOUNT screen, tap
SIGN IN.
7. On the WELCOME screen, enter your Email used with your account.
Shortly, you will receive a verification code at the email address you provided. This code
is only valid for 24 hours.
8. Enter the code on the ENTER VERIFICATION CODE screen.
9. When verification is complete, the CODE VERIFIED screen will display. Tap NEXT.
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Chapter 2: Set up your SURFboard mAX home network
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Chapter 2: Set up your SURFboard mAX home network
Set up your SURFboard mAX router
1. You can follow the network optimization recommendations based on the information
you provided about your network or opt to skip the recommendations and begin router
set up. To optimize your network, tap HELP ME OPTIMIZE MY NETWORK and continue
with step 2 or tap SKIP OPTIMIZATION to begin router set up and skip to step 3.
2. If you chose help with optimizing your network, on the PLEASE SELECT YOUR
HOME NETWORK CONFIGURATION screen, tap the option that best describes your
current network set up. If you do not know your configuration, tap I Don't Know My
Configuration. The options are as listed below:
Cable Modem Only Internet access is provided via a single
device with a wired connection to
networked devices. Typically, a cable
is connected to a modem. Wi-Fi is not
available.
Gateway: Cable Modem and Inbuilt
Router
Internet access is provided via a single
device. Cable is connected to the gatway.
Wi-Fi is provided throught the built-in
functionality of the same gateway device.
Cable Modem and Additional Router Internet access is provided through a cable
modem which is connected to an external
Wi-Fi router that provides wireless Internet
to the client devices.
DSL-based Modem or Gateway Internet access is provided through a DSL
modem or gateway. For this configuration,
we recommend that the DSL modem
and router connection is maintained; but
that the Wi-Fi component of the router is
disabled.
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Chapter 2: Set up your SURFboard mAX home network
Fiber-based Modem or Gateway Internet access is proided through a single
device. The optical fiber cable connects
to the gateway and Wi-Fi is provided
through the built-in functionality of the fiber
gateway device.
I Don't Know My Configuration Your configuration is not covered by one of
the above selections or you are unsure if it
does.
Use the recommendations provided by the app based on your network configuration to
choose the best place in your home for your mAX router.
3. Unpack the mAX unit(s) and accessories. Included are:
■SURFboard mAX unit(s)
■An Ethernet cable
■A power cord
Note: If you have the W121, your two mAX units are interchangeable for router
and satellite. They are assigned the roles of router or satellite upon configuration.
4. Tap NEXT.
5. Unplug your existing modem from power and tap NEXT.
6. Connect a mAX unit to your modem with the Ethernet cable. Be sure to use the yellow
WAN port on the underside of the mAX. Tap NEXT.
7. Connect your modem to power with your modem's power cable. Tap NEXT.
8. Connect your mAX unit to power via the provided power cord. Wait for the LED on the
mAX unit to alternate white and blue before you tap NEXT.
Note: If you get a message that Wi-Fi is disabled, follow the directions on the
screen to enable Wi-Fi before continuing.
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Chapter 2: Set up your SURFboard mAX home network
Get your SURFboard mAX router online
This topic describes how your SURFboard Central mobile app pairs with the mAX router, and
the router connects to the Internet.
1. On the SETUP INFORMATION screen, tap NEXT to begin getting your router online.
You may receive a prompt from your mobile device to confirm connecting to the SSID.
Confirm joining to the mAX unit's SURFBoard-Onboarding SSID for configuration.
The SURFboard Central mobile app searches for the mAX router. The LED alternates
white and green during this process.
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Chapter 2: Set up your SURFboard mAX home network
2. When the SURFboard Central mobile app successfully connects to your mAX router,
the LED will light solid blue and a SUCCESSFULLY CONNECTED screen displays on your
mobile app. Tap NEXT.
3. The mAX router will now be connected to the Internet. This will take a few minutes. The
LED will alternate white and blue during this process. Tap NEXT.
4. With a successful connection to the Internet, the LED will continue to alternate white
and blue, but the SUCCESSFULLY CONNECTED TO THE INTERNET screen displays. Tap
NEXT.
Now that your mAX router is online, it will take a few minutes to check for new firmware,
which improves system performance. If firmware is found, the LED will alternate blue and
amber while downloading. If your firmware is already up-to-date or after the firmware is
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updated, the router will be registered. Registration ensures that you will always be running
the latest and greatest firmware for maximum performance.
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Chapter 2: Set up your SURFboard mAX home network
Name your home network and set a password
1. Name your home network and choose a password. You will be able to connect and
manage all Wi-Fi enabled and wired devices on this new home network. Tap NEXT.
Note: A shortcut - If you previously had a home Wi-Fi network, you can use the
network name (SSID) and password from your old network as the network name
(SSID) and password for your new network. That way, any devices previously
connected to the old network will automatically connect to the new SURFboard
mAX home Wi-Fi network. This only works if you remove or disable your old
router.
Note: If you wish to have your wired devices connect to the new mAX network
(recommended), be sure to disconnect the wired devices from your old gateway
or router and reconnect them into the Ethernet port on the underside of your
mAX router. If you have more than one device, you can plug a multi-port switch
(not included) into this port to support multiple devices.
2. The mAX router will create your new SURFboard mAX home Wi-Fi network and register
your device under your SURFboard account. You may receive a prompt from your mobile
device to confirm connecting to the SSID you created. If you receive this prompt, confirm
joining the network.
3. Once complete, the CONGRATULATIONS screen is displayed in your mobile app. Tap
CONTINUE.
Your mAX router setup is complete. This app provides your interface to managing your mAX
router. Tap GET STARTED to see a quick tutorial on how to navigate the app when managing
your mAX router.
Note: If you want to set up your mAX satellite at this time, choose INSTALL NOW
on the next screen. If you choose the option to INSTALL LATER, refer to Adding a
SURFboard mAX satellite (page 22) when you are ready to install the satellite.
Add devices to home network
Ensure Wi-Fi is enabled for the device you wish to connect to your SURFboard mAX Wi-Fi
home network. Repeat these steps for each device.
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