CommScope ARRIS SURFboard SB6190 User manual

SURFboard® SB6190 DOCSIS® 3.0 Cable Modem
User Guide, STANDARD Revision x.4
P/N 365-095-28610

CommScope copyrights and trademarks
© 2020 CommScope, Inc. All rights reserved.
No part of this content may be reproduced in any form or by any means or used to make
any derivative work (such as translation, transformation, or adaptation) without written
permission from CommScope, Inc. and/or its affiliates (“CommScope”). CommScope
reserves the right to revise or change this content from time to time without obligation on
the part of CommScope to provide notification of such revision or change. ARRIS and the
ARRIS Logo are trademarks of CommScope, Inc. and/or its affiliates. All other trademarks are
the property of their respective owners.
Wi-Fi Alliance®, Wi-Fi®, the Wi-Fi logo, the Wi-Fi CERTIFIED logo, Wi-Fi protected access®
(WPA), the Wi-Fi Protected Setup logo, and WMM® are registered trademarks of Wi-Fi
Alliance. Wi-Fi Protected Setup™, Wi-Fi Multimedia™, and WPA2™ are trademarks of Wi-Fi
Alliance.
CommScope 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.
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Safety and regulatory information
Read all safety and regulatory information before installing your device and setting up your
home network connection.
Important safety instructions
Read this before you begin — When using your equipment, basic safety precautions should
always be followed to reduce the risk of fire, electric shock, and injury to persons, including
the following:
■Read all the instructions listed here and/or in the user manual before you operate
this device. Give attention to all safety precautions. Retain the instructions for future
reference.
■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.
■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.
■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
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.
■Route power supply cords so that they are not likely to be walked on or pinched by items
placed upon or against them. Pay 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.
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■Do not connect the plug into an extension cord, receptacle, or other outlet unless the
plug can be fully inserted with no part of the 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.
■Installation of an AC surge protector in the AC outlet to which this device is connected is
recommended. 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.
■Avoid using a telephone (other than a cordless type) during an electrical storm. There is
a remote risk of electric shock from lightning. For added protection, unplug the device
from the wall outlet and disconnect the cables to avoid damage to this device from
lightning and power surges.
■Do not use this product near water. For example, near a bathtub, washbowl, kitchen
sink, laundry tub, swimming pool, or in a wet basement.
■Do not use the telephone to report a gas leak located near the leak.
■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 during lightning activity or power surges.
CAUTION: To reduce the risk of fire, use only No. 26 AWG or larger (e.g., 24 AWG)
UL Listed or CSA Certified Telecommunication Line Cord, or national equivalent.
■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.
■This device should not be used in an environment that exceeds 104° F (40° C).
SAVE THESE INSTRUCTIONS
Note: To CATV system installer — This reminder is provided to call the CATV system
installer’s attention to Section 820.93 of the National electric code, which provides
guidelines for proper grounding and, in particular, specifies that the coaxial cable
shield must be connected to the grounding system of the building, as close to the
point of cable entry as practical.
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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:
■Increase the separation between the device and receiver.
■Connect the equipment into an outlet on a circuit different from that to which the
receiver is connected.
■Consult 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.
CAUTION: Any changes or modifications not expressly approved by CommScope for
compliance could void the user’s authority to operate the equipment.
FCC Declaration of Conformity
CommScope, Inc, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the SURFboard
device complies with 47 CFR Parts 2 and 15 of the FCC rules as a Class B digital device.
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 8 inches (20.3 centimeters).
This transmitter must not be co-located or operating in conjunction with any other antenna
or transmitter except those already approved in this filing.
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.
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Caring for the environment by recycling
your ARRIS equipment
Please do not dispose of this product with your residential or commercial
waste. Contact your local authorities for information about practices
established for your region. If collection systems are not available, call
ARRIS Technical Support at 1-877-466-8646 for assistance.
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Table of contents
Chapter 1: Get started..............................................................................9
Introduction.................................................................................................................... 9
In the box....................................................................................................................... 9
Additional item(s) needed (not included)..........................................................10
System requirements....................................................................................................10
Contact information..................................................................................................... 10
Chapter 2: Product overview.................................................................. 11
Front panel................................................................................................................... 11
Rear panel.....................................................................................................................12
Cable modem label...................................................................................................... 13
Chapter 3: Install the cable modem........................................................ 14
Connect the SB6190 to your computer....................................................................... 14
Establish an Internet connection..................................................................................15
Chapter 4: Use the cable modem Web Manager.....................................16
Start the SB6190 Web Manager.................................................................................. 16
SB6190 Web Manager screen options...............................................................17
Get help........................................................................................................................ 18
Exit the SB6190 Web Manager.................................................................................... 19
Chapter 5: Monitor your cable modem and connected network..............20
View the SB6190 product information.........................................................................20
View the SB6190 network connection status.............................................................. 21
View the SB6190 event log.......................................................................................... 21
View the SB6190 configuration settings...................................................................... 22
Restore the SB6190 factory default settings................................................................23
Reboot the SB6190.......................................................................................................24
Exit the SB6190 Web Manager.................................................................................... 25
Chapter 6: Troubleshooting tips..............................................................26
Solutions....................................................................................................................... 26
Front panel LED icons and error conditions.................................................................27
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Chapter 1
Get started
Introduction
The ARRIS SURFboard® SB6190 DOCSIS 3.0® Cable Modem provides a secure high-speed
broadband connection to the Internet and other online services on your home or small
business 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 your SB6190 and
monitoring your cable modem and network operational status.
In the box
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.
SB6190 Package Contents
Item Description
SB6190 cable
modem
High-speed DOCSIS 3.0 cable modem
Power supply Power adapter for an electrical wall outlet
connection
Software License
and Regulatory card
Software license, warranty, safety instructions,
and regulatory information for the cable
modem
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Chapter 1: Get started
Item Description
SB6190 Quick Start
Guide
Basic information for installing the cable
modem and connecting to the Internet on your
home network.
Additional item(s) needed (not included)
The following item is not included in the box and must be purchased separately, if required:
■Coaxial (coax) cable, if one is not already connected to a cable wall outlet
■Ethernet cable
System requirements
■High-speed Internet access account
■Web browser access – Internet Explorer, Google Chrome, Firefox, or Safari
■Compatible operating systems:
● Windows®10
● Windows 8
● Windows 7 Service Pack 1 (SP1)
Note: Although older versions of Microsoft Windows operating systems are
no longer specifically supported, they should still function with this model.
● Macintosh® 10.4 or higher
● UNIX®
● Linux®
Contact information
For technical support and additional ARRIS product information:
■Visit the ARRIS Support website: www.arris.com/consumers
■Call ARRIS Technical Support: 1-877-466-8646
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Chapter 2
Product overview
Front panel
SB6190 front view
SB6190 front panel LED icons
LED icon Blinking On (Solid)
Not applicable – icon does not
blink.
Green: Power is properly connected.
Scanning for a downstream
(receive) channel connection.
Green: Non-bonded downstream
channel is connected.
Blue*: High-speed Internet connection
with bonded downstream channels.
Scanning for an upstream (send)
channel connection.
Green: Non-bonded upstream channel is
connected.
Blue*: High-speed Internet connection
with bonded upstream channels.
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Chapter 2: Product overview
LED icon Blinking On (Solid)
Scanning for an Internet
connection.
Green: Startup process completed.
*Blue: Indicates DOCSIS 3.0 operation (high-speed Internet access) which may not be
available in all locations. Check with your service provider for availability in your area.
Rear panel
SB6190 rear view
SB6190 rear panel ports and connectors
Description
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 the end of a paper clip or other small object with a narrow tip,
and then release.
One-Gigabit Ethernet port for RJ-45 cable connections:
Green - LED is ON - Indicates a device connection is detected
Green - LED is ON - Indicates a device connection is detected
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Chapter 2: Product overview
Description
Coaxial cable connector
+12VDC Power connector
Warning: To avoid any damage to your SB6190, only use the
power supply provided in the box.
Cable modem label
Sample SB6190 Cable modem Label
The cable modem label is located on the bottom of your SB6190. It contains the cable
modem ID that you may need when contacting your service provider or ARRIS Technical
Support.
To receive Internet service, contact your service provider for assistance. You may need to
provide the following information listed on the cable modem label:
■Cable modem model name (SB6190)
■Cable modem MAC address (HFC MAC ID)
■Cable modem serial number (S/N)
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Chapter 3
Install the cable modem
CAUTION: 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 product.
Connect the SB6190 to your computer
Before installing the SB6190:
■Check with your service provider to ensure broadband cable service is available in your
area.
■Choose a location in your home where your computer and the SB6190 are preferably
near existing cable and electrical wall outlets.
SB6190 Connection diagram
1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not
included).
2. Connect the other end of the coaxial cable to the Cable connector on the rear of the
SB6190.
Use your hand to tighten the connectors to avoid damaging them.
3. Connect the Ethernet cable to the Ethernet port on the back of the SB6190.
4. Connect the other end of the Ethernet cable to the Ethernet port on your computer.
5. Connect the power adapter (included) to the Power port on the rear of the SB6190.
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Chapter 3: Install the cable modem
6. Plug the other end of the power adapter into an electrical wall outlet that is not
controlled by a wall switch.
Note: This automatically powers ON the SB6190.
Establish an Internet connection
Although your computer may already be configured to automatically access the Internet,
you should still perform the following cable modem connectivity test to check that your
network devices were connected properly:
1. Power ON the computer connected to the SB6190 if it is turned off, and then log in.
2. Contact your service provider to activate (provision) the SB6190. You may have to
provide the HFC MAC ID listed on the cable modem label.
Note: Your service provider may allow for automatic activation which will
automatically launch their special website when you open a web browser.
3. After the SB6190 is provisioned (activated), open a web browser (such as Internet
Explorer, Google Chrome, Firefox, or Safari) on your computer.
Note: If the special website did not open, continue with step 4. If the website
opened, proceed to step 5.
4. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter.
The ARRIS website should open. If it failed to open, please contact your service provider
for assistance.
5. Check that the Power, Receive, Send, and Online front panel LEDs on the SB6190 light
up in sequential order. See Front panel (page 11) for additional LED status information.
■If all four LEDs did not light up Solid and you also are not connected to the Internet,
you may have to contact your service provider to reactivate your SB6190 or check for
possible signal issues.
■If you still cannot connect to the Internet, the SB6190 may be defective. Please call
ARRIS Technical Support at 1-877-466-8646 for assistance.
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Chapter 4
Use the cable modem Web Manager
The SB6190 Web Manager is available to view and monitor the SB6190 operational status
and network configuration settings. You can also use the web manager to reset or reboot
your SB6190.
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.
Start the SB6190 Web Manager
1. Open any Web browser on the computer connected to your SB6190.
2. Type the default LAN IP address, 192.168.100.1, in the Address bar and then press
Enterto log onto your SB6190.
The SB6190 Status screen displays.
SB6190 Status Screen
Note: If you cannot access the HTML pages in the SB6190 Web Manager, please
contact ARRIS Technical Support for assistance.
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Chapter 4: Use the cable modem Web Manager
SB6190 Web Manager screen options
Menu buttons and links
You can use the web manager buttons or links to view the status and network configuration
screens for your SB6190.
■The SB6190 menu buttons are displayed along the top of the SB6190 Web Manager
screen (see Figure 5). To display a specific web manager screen, click the menu button.
SB6190 Web Manager Menu Buttons
■The SB6190 menu links are displayed along the bottom of the SB6190 Web Manager
screen. To display a specific web manager screen, click the menu link.
SB6190 Web Manager Menu Links
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Chapter 4: Use the cable modem Web Manager
SB6190 Web Manager Screen Options
Screen Option Function
Status Displays startup diagnostic information for the cable modem. Also
provides the current network connection status of the cable modem.
Product
Information
Provides general product and operational status information for 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.
Get help
The Help feature provides a brief description for the SB6190 Web Manager screens.
■Click the Help menu button or link on the SB6190 Web Manager screen to open the
SB6190 Help screen.
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Chapter 4: Use the cable modem Web Manager
SB6190 Help screen
Exit the SB6190 Web Manager
▶To exit the SB6190 Web Manager:
■
Click (Close button) in the upper right corner of the web browser window to exit the
SB6190 Web Manager and close the web browser window.
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Chapter 5
Monitor your cable modem and
connected network
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 for security reasons and also to prevent unauthorized
modifications to certain cable modem configuration parameters. Contact your service
provider to obtain special authorization to change the cable modem frequencies or
other configuration settings.
View the SB6190 product information
The Product Information screen displays general product information for the SB6190 which
includes the hardware and software (firmware) versions, serial number, MAC address, and
the current network connection status.
▶To open the Product Information screen:
1. Open the SB6190 Web Manager (see Start the SB6190 Web Manager (page 16) ).
2. Click the Product Information menu button or link on the SB6190 Web Manager screen.
SB6190 Product Information screen
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