Arris SB6141 User Manual

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SB6141

DOCSIS® 3.0 Cable Modem

User Guide

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ARRIS Copyrights and Trademarks

No part of this publication 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 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.

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Table of Contents

1. Safety and Regulatory Information .......................................................................... 5

Important Safety Instructions ............................................................................................ 5

FCC Statements .................................................................................................................. 7

Caring for the Environment by Recycling .......................................................................... 9

2. Getting Started ..................................................................................................... 10

Introduction ..................................................................................................................... 10

In the Box ......................................................................................................................... 10

Additional Item(s) You May Need ........................................................................... 11

System Requirements ...................................................................................................... 11

Contact Information ........................................................................................................ 11

3. Product Overview ................................................................................................. 12

Front Panel ...................................................................................................................... 12

Rear Panel ........................................................................................................................ 13

Cable Modem Label ......................................................................................................... 14

4. Installing the Cable Modem ................................................................................... 15

Connect the SB6141 to Your Computer .......................................................................... 15

Establish an Internet Connection .................................................................................... 16

Wall Mount the SB6141 ................................................................................................... 16

Wall Mounting Template ........................................................................................ 18

5. Using the Cable Modem Web Manager ................................................................. 19

Start the SB6141 Web Manager ...................................................................................... 19

SB6141 Web Manager Screen Options ................................................................... 19

Get Help ........................................................................................................................... 20

Exit the SB6141 Web Manager ........................................................................................ 21

6. Monitoring Your Cable Modem and Connected Network ....................................... 22

View the SB6141 Cable Modem Status ........................................................................... 22

View the SB6141 Product Information ............................................................................ 23

View the SB6141 Event Log ............................................................................................. 23

View the SB6141 Cable Modem Configuration ............................................................... 24

Reset the SB6141 Configuration Settings ........................................................................ 25

Restart the SB6141 .......................................................................................................... 26

Exit the SB6141 Web Manager ........................................................................................ 27

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7. Troubleshooting Tips ............................................................................................. 28

Solutions .......................................................................................................................... 28

Front Panel LED Icons and Error Conditions .................................................................... 29

8. Warranty Information ........................................................................................... 30

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Safety and Regulatory Information

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 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.

 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.

Chapter 1

 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 electrical 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 particular attention to cords where they are attached to plugs and convenience receptacles, and examine the point where they exit from the device.

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Chapter 1: Safety and Regulatory Information

 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 electrical wall outlet.

 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.

 It is recommended that the customer install an electrical surge protector in the electrical

outlet to which 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.  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.

 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.

 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 THE ABOVE INSTRUCTIONS

Note to CATV System Installer — This reminder is provided to call the CATV system installer’s attention to Article 820.93 and 820.100 of the 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 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:

 Reorient or relocate the receiving antenna.  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.

Chapter 1: Safety and Regulatory Information

 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.

FCC Caution: Any changes or modifications not expressly approved by Motorola 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 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.

Industry Canada (IC) Statement

This device complies with RSS-210 of the Industry Canada Rules. Operation is subject to the following two conditions:

 This device may not cause interference, and  This device must accept any interference, including interference that may cause undesired

operation of the device.

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CAN ICES-3 (B)/NMB-3 (B)

In Canada, RLAN devices are restricted from using the 5600-5650 MHz frequency band.

Caution: To reduce the potential for harmful interference to co-channel mobile satellite systems, use of the 5150-5250 MHz frequency band is restricted to indoor use only.

High power radars are allocated as primary users (meaning they have priority) of 5250-5350 MHz and 5650-5850 MHz frequency bands. These radars could cause interference and/or damage to License Exempt–Local Area Network (LE-LAN) devices.

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 centimeters between the radiator and your body.

Avis D'Industrie Canada (IC)

Cet appareil est conforme à la réglementation RSS-210 d'Industrie Canada. Son utilisation est assujettie aux deux conditions suivantes:

Chapter 1: Safety and Regulatory Information

 Cet appareil ne doit pas causer d'interférences et  Cet appareil doit accepter toute interférence reçue, y compris les interférences causant un

fonctionnement non désiré.

CAN ICES-3 (B)/NMB-3 (B)

Au Canada, les appareils de réseau local sans fil ne sont pas autorisés à utiliser les bandes de fréquence 5600-5650 MHz.

Avertissement: afin de réduire les risques de brouillage préjudiciable aux systèmes de satellites mobiles utilisant les mêmes canaux, les dispositifs fonctionnant dans la bande 51505250 MHz sont réservés uniquement pour une utilisation à l'intérieur

Les radars à haute puissance sont définis en tant qu'utilisateurs principaux (c.-à-d. prioritaires) des bandes de fréquences 5250-5350 MHz et 5650-5850 MHz. Ces radars peuvent causer de l'interférence ou des dommages susceptibles de nuire aux appareils exempts de licence– réseau local (LAN-EL).

Déclaration de IC sur L'Exposition aux Rayonnements

Note Importante: cet équipement est conforme aux limites d'exposition aux rayonnements établies par IC pour un environnement non contrôlé. Cet équipement doit être installé et utilisé de manière à maintenir une distance d'au moins 20 cm entre la source de rayonnement et votre corps.

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Chapter 1: Safety and Regulatory Information

When you see this symbol on an ARRIS product, do not dispose of the product with residential or commercial waste.

Recycling your ARRIS Equipment

Please do not dispose of this product with your residential 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. If collection systems are not available, call ARRIS Customer Service at 1-877-466-8646 for assistance.

Caring for the Environment by Recycling

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Item

Description

SB6141 Cable Modem

High-speed DOCSIS 3.0 cable modem

Power Supply

Power cord for an electrical wall outlet connection

Ethernet Cable

Standard Category 5 (CAT5) or higher cable for connecting to the network

Software License & Regulatory Card

Software license, warranty, Safety instructions, and regulatory information for the cable modem

Getting Started

Introduction

The ARRIS SURFboard® SB6141 DOCSIS 3.0® Cable Modem provides a secure ultra high-speed broadband connection to the Internet for your computer and other network devices on your home or small business network.

This guide provides a product overview and instructions for installing your SB6141 and monitoring your cable modem and network operational status.

In the Box

Chapter 2

Before installing the SB6141, check that the following items are also included in the box. If any items are missing, please call ARRIS Technical Support at 1-877-466-8646 for assistance.

Table 1. SB6141 Package Contents

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Item

Description

Support Information Card

Contact information for obtaining technical support assistance with your SURFboard device

SB6141 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

System Requirements

Chapter 2: Getting Started

 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)  Windows Vista™ SP2 or later  Windows XP SP3

Note: Microsoft no longer supports Windows XP. The SB6141 should still function

without any problems.

 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/consumer

(http://www.arris.com/consumer)

 Call ARRIS Technical Support: 1-877-466-8646

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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.

Scanning for an Internet connection.

Green: Startup process completed.

Product Overview

Front Panel

Chapter 3

Figure 1: SB6141 Front View

Table 2. SB6141 Front Panel LED Icons

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LED Icon

Blinking

On (Solid)

Transmitting or receiving data on the Ethernet port

Amber: A computer, hub, or other network device is connected to the Ethernet (10Base-T) or Fast Ethernet (100Base-T) port

Blue*: High-speed Gigabit Ethernet (1000Base-T) connection is made from the SB6141 to your computer

Port Name

Description

1 10/100/1000Base-T Ethernet port 2

Coaxial cable connector

+12VDC Power connector

WARNING! To avoid any damage to your SB6141, only use

the power supply provided in the box.

*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

Chapter 3: Product Overview

Table 3. SB6141 Rear Panel Ports & Connectors

Figure 2: SB6141 Rear View

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Cable Modem Label

The cable modem label is located on the bottom of your SB6141. 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 (SB6141)  Cable modem MAC address (HFC MAC ID)  Cable modem Serial number (S/N)

Chapter 3: Product Overview

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Installing 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 SB6141 to Your Computer

Before installing the SB6141:

 Check with your service provider to ensure broadband cable service is available in your

area.

Chapter 4

 Choose a location in your home where your computer and cable modem are preferably

near existing cable and electrical wall outlets.

Figure 3: SB6141 Connection Diagram

1. Check that 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 the rear of the

SB6141.

Use your hand to tighten the connectors to avoid damaging them.

3. Connect the Ethernet cable to the Ethernet port on the rear of the SB6141.

4. Connect the other end of the Ethernet cable to the Ethernet port on your computer.

5. Connect the power cord to the Power port on the rear of the SB6141.

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6. Plug the other end of the power cord into an electrical wall outlet that is not controlled by

a wall switch.

Note: This automatically powers ON the SB6141.

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 devices were connected properly:

1. Power ON the computer connected to the SB6141, if it is turned off, and then log in.

2. Contact your service provider to activate (provision) the SB6141. 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.

Chapter 4: Installing the Cable Modem

3. After the SB6141 is provisioned (or activated), open a web browser (such as Internet

Explorer, Google Chrome, Firefox, or Safari) on the computer.

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 fails to open, please contact your service provider for assistance.

5. Check that the Power, Receive, Send, and Online front panel LEDs on the SB6141 light up

in sequential order. See Front Panel (page 12) for additional LED status information.

 If all four LEDs did not light up Solid and you are not connected to the Internet, you

may have to contact your service provider to reactivate your SB6141 or check for possible signal issues.

 If you still cannot connect to the Internet, the SB6141 may be defective. Please call

ARRIS Technical Support at 1-877-466-8646 for assistance.

Wall Mount the SB6141

If you choose to mount the SB6141 on a wall, please read the following before starting:

 Locate the unit as specified by the local or national codes governing residential or business

cable TV and communications services.

 Follow all local standards for installing a network interface unit/network interface device

(NIU/NID).

 Unplug the power cord on the SB6141 from the electrical wall outlet and verify that all the

cables are repositioned away from the back of the SB6141 before mounting it on the wall.

 Decide if you are mounting the SB6141 horizontally or vertically on the wall.

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Chapter 4: Installing the Cable Modem

 Gather the following items:

 Wall-mounting template or ruler/measuring tape  Applicable screwdriver: Phillips or flathead  Two M3.5 (#6) screws with a flat underside and maximum screw head diameter of 9.0

mm to mount the SB6141.

Note: Contact a qualified installer to determine the appropriate screw length

needed for mounting a cable modem.

See the figure below for the spacing needed between the screw heads and wall:

Figure 4: Wall Mount-Screw Head Dimensions

Note: If possible, mount the SB6141 to concrete, masonry, wooden stud, or some other

solid wall material. Use anchor bolts if necessary (for example, if you mount the unit on drywall).

Caution: Before drilling holes in the wall, check the structure for potential damage to

water, gas, or electrical lines.

Follow these steps to wall mount the SB6141:

1. Use the wall mounting template as a guide for drilling holes in the wall (see Figure 5).

WARNING! The wall mounting template is intended as a sample representation of

the SB6141 side view. The mounting hole dimensions shown on the template are not accurate. BEFORE drilling any holes in the wall, check to ensure that your measurements match the holes on the side of the SB6141.

2. Select an appropriate depth and diameter to drill the holes to a depth of at least 1½ inches

(3.8 cm).

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Note: There must be .10 inch (2.5 mm) between the wall and underside of the screw

head (see Figure 4). The installer must determine the depth of the hole, the necessary hardware and must be careful to select the appropriate depth and diameter.

3. Insert the #6 screws in the holes and then attach the SB6141.

4. Attach the SB6141 to the two screws on the wall. Check that it is securely mounted on the

wall.

5. Reconnect the coaxial, Ethernet, and power cables.

6. Re-plug the power cord into the +12VDC Power connector on the SB6141 and the

electrical wall outlet.

7. Arrange the cables to prevent any safety hazards.

8. Check that the SB6141 is still securely mounted on the wall.

Wall Mounting Template

Chapter 4: Installing the Cable Modem

Figure 5: Sample SB6141 Wall Mounting Template

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Using the Cable Modem Web Manager

The SB6141 Web Manager is available to view and monitor the SB6141 operational status and also to reset or reboot the SB6141.

Start the SB6141 Web Manager

1. Open any Web browser on the computer connected to the SB6141.

2. Type the default LAN IP address, 192.168.100.1, In the Address bar and then press Enter.

The SB6141 Status screen displays.

Chapter 5

Figure 6: SB6141 Opening Screen

Note: If you cannot access the HTML pages in the SB6141 Web Manager, please

contact ARRIS Technical Support for assistance.

SB6141 Web Manager Screen Options

Buttons and Links

You can use the web manager buttons or links to view the status and network configuration screens for the SB6141.

 The buttons are displayed along the top of the SB6141 Web Manager screen (see Figure

7). To display a specific web manager screen, click the button.

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Chapter 5: Using the Cable Modem Web Manager

Screen Option

Function

Provides the current operational status of the cable modem.

Provides current status information for the upstream and downstream signals of the cable modem.

Provides the serial number and MAC addresses for the cable modem and computers connected on your home network.

Provides the network connection frequency and channel ID information for the cable modem.

Also, allows you to reset the cable modem configuration to the factory default configuration and restart the cable modem.

Displays a listing of the time and actual events 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.

Provides information on the Open Source Software components, software licenses, and source code used in the cable modem.

Provides a brief description for each screen option and general troubleshooting tips.

Figure 7: SB6141 Web Manager Buttons

 The links are displayed along the bottom of the SB6141 Web Manager screen (see figure

below). To display a specific web manager screen, click the link.

Figure 8: SB6141 Web Manager Links

Table 4. SB6141 Web Manager Screen Options

Get Help

Help information is available for troubleshooting and resolving general issues that may occur with your SB6141.

 Click the Help menu button or link on the SB6141 Web Manager screen to open the

SB6141 Help screen.

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Chapter 5: Using the Cable Modem Web Manager

Figure 9: SB6141 Help Overview Screen

Exit the SB6141 Web Manager

To log out and close the SB6141 Web Manager:

 Close the web browser window.

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Chapter 6

Monitoring Your Cable Modem and Connected Network

Note: You may notice that some of the SB6141 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 SB6141 Cable Modem Status

The SB6141 Status screen displays the startup status of the SB6141 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 SB6141 Web Manager screen (see Figure 10).

2. Open the Help screen for information to resolve any issues that resulted in a “failed” state

during the cable modem startup.

3. Press F5 to refresh or update the information on the screen.

Figure 10: SB6141 Status Screen

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Chapter 6: Monitoring Your Cable Modem and Connected Network

View the SB6141 Product Information

The SB6141 Addresses screen displays the cable modem serial number and network connection information between the SB6141 and your computer.

To open the Addresses screen:

1. Click the Addresses menu button or link on the SB6141 Web Manager screen.

Figure 11: SB6141 Addresses Screen

2. Press F5 to refresh or update the information on the screen.

View the SB6141 Event Log

The SB6141 generates a running log of the time and events or activities that it detects during the cable modem operation.

Note: This information may be useful to help diagnose and correct any problems that

may occur with your cable modem. You may want to provide this information if you have to contact ARRIS Technical Support or your service provider for assistance.

To open the Logs screen:

1. Click the Logs menu button or link on the SB6141 Web Manager screen (see Figure 12).

2. Press F5 to refresh or update the information on the screen.

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Chapter 6: Monitoring Your Cable Modem and Connected Network

Figure 12: SB6141 Logs Screen

View the SB6141 Cable Modem Configuration

The SB6141 Cable Modem Configuration screen displays the downstream and upstream connection to the network. When the SB6141 successfully connects to the network, it stores the connection frequency to automatically connect whenever you have to log back in to the SB6141.

To open the Configuration screen:

 Click the Configuration menu tab or link on the SB6141 Web Manager screen.

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Chapter 6: Monitoring Your Cable Modem and Connected Network

Figure 13: SB6141 Configuration Screen

Reset the SB6141 Configuration Settings

You can reset the SB6141 configuration back to the default factory settings. The process to restore the cable modem factory defaults will take from 5 to 30 minutes to complete. Your network connection will be disabled until after the cable modem is restored.

WARNING! This action deletes your current SB6141 configuration and replaces it with the

factory default settings.

To open the Configuration screen:

1. Click the Configuration menu tab or link on the SB6141 Web Manager Menu.

The Configuration screen displays.

Figure 14: SB6141 Configuration Screen

Page 26

Chapter 6: Monitoring Your Cable Modem and Connected Network

2. Click Reset All Defaults.

The following message dialog will display.

Figure 15: Restore Factory Defaults Dialog Box

3. Click OK to continue.

The SB6141 Web Manager will automatically open when the Reset All Defaults process is finished.

Restart the SB6141

To reboot the SB6141:

1. Click the Configuration menu tab or menu link on the SB6141 Web Manager Menu.

The Configuration screen displays.

Figure 16: SB6141 Configuration Screen

2. Click Restart Cable Modem.

The following message dialog will display:

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Chapter 6: Monitoring Your Cable Modem and Connected Network

Figure 17: Cable Modem-Reboot Dialog Box

3. Click OK.

The following message will display: The device has been reset… RELOAD.

4. Click RELOAD to open the SB6141 Web Manager.

Exit the SB6141 Web Manager

To exit the SB6141 Web Manager:

 Close the web browser window.

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Modem Problem

Possible Solution

Power LED Icon is OFF

 Check the power connection from the cable modem to the

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 wall outlet that is not controlled by a light switch.

Cannot Send or Receive Data

 Check each end of the coaxial cable connection on the cable

modem and cable wall outlet.

Use your hand to tighten each connector, if necessary.

 Check the Ethernet cable to make sure it is properly

connected to the cable modem and computer.

 On the front panel, check the status 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 at 1-877-466-8646 for assistance.

Troubleshooting Tips

If the solutions listed in the Troubleshooting Solutions table below do not solve your problem, please contact your service provider for assistance. Your service provider may ask for the status of the SB6141 front panel LEDs (see Front Panel LED Icons and Error Conditions) for more information).

You may have to reset the SB6141 configuration to the default factory settings if the SB6141 is not functioning properly. See Reset the SB6141 Configuration Settings for more information.

Solutions

Table 5. Troubleshooting Solutions

Chapter 7

Page 29

Chapter 7: Troubleshooting Tips

Modem Problem

Possible Solution

Cannot Access the Internet

 Check that all cable and power connections on your cable

modem and computer are properly connected.

 Check that the Power and Online LED icons on the front

panel are lit up solid.

 Contact your service provider for assistance.

Led Icon

Status

If, During Startup:

If, During Normal Operation

OFF

SB6141 is not properly plugged into the electrical outlet

SB6141 is unplugged FLASHING

Downstream receive channel cannot be acquired

Downstream channel is lost

FLASHING

Upstream send channel cannot be acquired

Upstream channel is lost

FLASHING

IP registration is unsuccessful

IP registration is lost

OFF

No connected device is detected

Device is disconnected

Front Panel LED Icons and Error Conditions

The SB6141 front panel LED icons provide status information for the following error conditions:

Table 6. Front Panel LED Icons and Error Conditions

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Warranty Information

SURFboard SB6141 DOCSIS 3.0 Cable Modem

ARRIS Enterprises, Inc. ("ARRIS")

Retail Purchasers: 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 phone 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.

Chapter 8

Cable Operator or Service Provider Arrangements. If you did not purchase this Product directly from ARRIS or from a ARRIS authorized retail reseller, ARRIS does not warrant this Product to you, the end-user. A limited warranty for this Product (including Software) may have been provided to your cable operator or Internet Service Provider ("Service Provider") from whom you obtained the Product. Please contact your Service Provider if you experience problems with this Product.

General Information. The 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.

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Chapter 8: Warranty Information

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.

What additional provisions should I 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 errorfree.

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 PRODUCT.

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 Only. If you purchased this Product directly from ARRIS or from an ARRIS authorized retail reseller, please call the ARRIS toll-free number, 1-877-466-8646 for warranty service or technical support. Technical support charges may apply.

Cable Operator or Service Provider Arrangements. If you did not purchase this Product directly from ARRIS or from an ARRIS authorized retail reseller, please contact your Service Provider for technical support.

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Corporate Headquarters

ARRIS · Suwanee · Georgia · 30024 · USA

T: 1-678-473-2000 F: 1-678-473-8470

www.arris.com

PN: 365-095-25778 x.2

December 2015

Arris SB6141 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Safety and Regulatory Information

Important Safety Instructions

FCC Statements

FCC Interference Statement

FCC Radiation Exposure Statement

Industry Canada (IC) Statement

IC Radiation Exposure Statement

Avis D'Industrie Canada (IC)

Déclaration de IC sur L'Exposition aux Rayonnements

Caring for the Environment by Recycling

Getting Started

Introduction

In the Box

System Requirements

Contact Information

Product Overview

Front Panel

Rear Panel

Cable Modem Label

Installing the Cable Modem

Connect the SB6141 to Your Computer

Establish an Internet Connection

Wall Mount the SB6141

Wall Mounting Template

Using the Cable Modem Web Manager

Start the SB6141 Web Manager

SB6141 Web Manager Screen Options

Buttons and Links

Get Help

Exit the SB6141 Web Manager

Monitoring Your Cable Modem and Connected Network

View the SB6141 Cable Modem Status

View the SB6141 Product Information

View the SB6141 Event Log

View the SB6141 Cable Modem Configuration

Reset the SB6141 Configuration Settings

Restart the SB6141

Exit the SB6141 Web Manager

Troubleshooting Tips

Solutions

Front Panel LED Icons and Error Conditions

Warranty Information