Arris SBG8300 User Manual

SURFboard® SBG8300 DOCSIS 3.1 Wi-Fi cable modem

Amazon Alexa Support

User Guide

June 2019

ARRIS copyrights and trademarks

any derivative work (such as translation, transformation, or adaptation) without written permission from ARRIS Enterprises, LLC (“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 trademarks of ARRIS International, plc and/or its affiliates. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks or the names of their products. ARRIS disclaims proprietary interest in the marks and names of others.

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.

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.

PN 365-095-32542 x.3 SURFboard SBG8300 Wi-Fi cable modem user guide

Table of Contents

1. Safety and regulatory information ............................................................................ 5

Important safety instructions ............................................................................................ 5

FCC statements .................................................................................................................. 7

Wireless LAN information .................................................................................................. 8

Caring for the environment by recycling your ARRIS equipment ..................................... 9

2. Getting started ....................................................................................................... 10

In the box ................................................................................................................ 10

System requirements ...................................................................................................... 11

Contact information ........................................................................................................ 11

3. Product overview .................................................................................................... 12

Front panel ...................................................................................................................... 12

Rear panel ........................................................................................................................ 13

Wi-Fi cable modem label ................................................................................................. 14

4. Installing the Wi-Fi cable modem ............................................................................ 16

Connect the SBG8300 to your computer ........................................................................ 16

5. Setting up a Wi-Fi network connection ................................................................... 19

Set up a Wi-Fi network connection using your mobile device ........................................ 19

Set up a Wi-Fi network connection using your client device .......................................... 21

Quick connect using the Windows taskbar ............................................................ 22

Connect using the Windows control panel ............................................................. 25

Test your Wi-Fi network connection ............................................................................... 27

Add your SBG8300 to your Alexa network ...................................................................... 27

6. Using the Wi-Fi cable modem web manager ........................................................... 29

Start the SBG8300 web manager (first-time login) ......................................................... 29

Start the SBG8300 web manager .................................................................................... 31

SBG8300 web manager menu links ........................................................................ 33

Exit the SBG8300 web manager ...................................................................................... 34

7. Configuring your Wi-Fi network .............................................................................. 35

Set up your Wi-Fi network ............................................................................................... 35

Change your Wi-Fi network name (SSID) ........................................................................ 39

Set up WPS on your Wi-Fi network ................................................................................. 41

8. Protecting & monitoring your Wi-Fi network .......................................................... 44

Change the login password ............................................................................................. 44

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Set up firewall protection ................................................................................................ 45

IPv4 security ............................................................................................................ 46

IPv6 security ............................................................................................................ 47

Set up parental control .................................................................................................... 48

Set up port forwarding .................................................................................................... 49

Set up port triggers .......................................................................................................... 51

Set up the DMZ host ........................................................................................................ 53

9. Managing your Wi-Fi cable modem and connected networks ................................. 55

View the SBG8300 hardware information ....................................................................... 55

View the SBG8300 software version ............................................................................... 56

Set up an ethernet port connection for your data input ................................................ 56

Reboot the SBG8300 ....................................................................................................... 58

Reboot the SBG8300 using the reset button .......................................................... 58

Reboot the SBG8300 using the web manager ........................................................ 58

Reset the SBG8300 configuration back to the factory default settings .......................... 59

Restore the SBG8300 default configuration settings ...................................................... 60

Exit the SBG8300 web manager ...................................................................................... 61

10. Troubleshooting tips ............................................................................................... 62

Solutions .......................................................................................................................... 62

Front panel LED icons and error conditions .................................................................... 63

11. Warranty information ............................................................................................. 64

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Chapter 1

Safety and regulatory information

Read all safety and regulatory information before installing your Wi-Fi cable modem 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.

Chapter 1: Safety and regulatory information

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◼ 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.

◼ 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

Chapter 1: Safety and regulatory information

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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.

◼ 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 ARRIS could void the user’s authority to operate the equipment.

FCC declaration of conformity

ARRIS Enterprises, LLC, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the SURFboard DOCSIS 3.1 Wireless Wi-Fi cable modem-SBG8300 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 12 inches (30 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.

Chapter 1: Safety and regulatory information

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Wireless LAN information

Note: This applies to devices that provide Wi-Fi capability.

This device is a wireless network product that uses Direct Sequence Spread Spectrum (DSSS) and Orthogonal Frequency-Division Multiple Access (OFDMA) radio technologies. The device is designed to be interoperable with any other wireless DSSS and OFDMA products that comply with:

◼ The IEEE 802.11 Standard on Wireless LANs (Revision AC, Revision B, Revision G, and

Revision N), as defined and approved by the Institute of Electrical Electronics Engineers

◼ The Wireless Fidelity (Wi-Fi) certification as defined by the Wireless Ethernet Compatibility

Alliance (WECA).

Restrictions on the use of Wi-Fi devices

In some situations, or environments, the use of wireless devices may be restricted by the proprietor of the building or responsible representatives of the organization. For example, using Wi-Fi equipment in any environment where the risk of interference to other devices or services is perceived or identified as harmful.

If you are uncertain of the applicable policy for the use of Wi-Fi equipment in a specific organization or environment, you are encouraged to ask for authorization to use the device prior to turning on the equipment.

The manufacturer is not responsible for any radio or television interference caused by unauthorized modification of the devices included with this product, or the substitution or attachment of connecting cables and equipment other than specified by the manufacturer. Correction of the interference caused by such unauthorized modification, substitution, or attachment is the responsibility of the user.

The manufacturer and its authorized resellers or distributors are not liable for any damage or violation of government regulations that may arise from failing to comply with these guidelines.

Note: The use of the 5150-5250 MHz frequency band is restricted to Indoor Use Only. Security Warning: This device allows you to create a wireless network. Wireless network

connections may be accessible by unauthorized users. For more information on how to protect your network, see Protecting & monitoring your Wi-Fi network (page 45) in this guide for more information or visit the ARRIS Support website at www.arris.com/selfhelp.

Chapter 1: Safety and regulatory information

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Caring for the environment by recycling your ARRIS equipment

Please do not dispose of this product or any included electronic accessories, i.e., power supply or battery, with your residential or commercial waste. ARRIS devices may be disposed of through the ARRIS Product Recycling program, further described at

corporateresponsibility.arrisi.com/phoenix.zhtml. You may also contact your local

community authorities for information regarding where you may dispose of your ARRIS devices.

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Chapter 2

Getting started

Welcome to the next generation of the SURFboard® ultra-high-speed DOCSIS 3.1® Wi-Fi cable modem with Amazon Alexa. The ARRIS SURFboard SBG8300 is a combination DOCSIS 3.1® cable modem and four-port Ethernet router with Wi-Fi. It uses DOCSIS 3.1 technology to provide ultra-high-speed Internet access on your home or small business network. Using the connection capabilities of the Wi-Fi cable modem, you can connect your computer and other network-enabled devices via the four Ethernet ports or the 2.4 GHz and 5 GHz wireless connections. The SBG8300 connects to the existing coaxial cable connection in your home.

This guide provides instructions for installing and configuring your SBG8300, setting up secure Wi-Fi network connections, and managing your Wi-Fi home network configuration.

In the box

Before installing your SBG8300, check that the items listed in the following table are also included in the SBG8300 box. If any items are missing, please call ARRIS Technical Support at

1-877-466-8646 for assistance. Table 1. SBG8300 package contents

Item

Description

SBG8300 Wi-Fi cable modem

High-speed DOCSIS 3.1 cable modem, Wi-Fi access point, and four-port Ethernet router

Wall power supply

Power supply for an electrical wall outlet connection

Ethernet cable

Standard Category 5e (CAT5e) or higher network cable

Software license & warranty card

Contains safety and regulatory information, software license, and warranty for the Wi-Fi cable modem.

Chapter 2: Getting started

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Item

Description

Support information card

Provides contact information for obtaining technical support assistance with any issues you may have with your SURFboard device.

SBG8300 quick start guide

Provides information for installing the Wi-Fi cable modem and setting up a secure Wi-Fi connection on your Wi-Fi home network.

Additional items needed (not included)

The following items are 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 ◼ RF splitter (for additional coaxial cable connections, such as a set-top box or Smart TV) ◼ Ethernet cable for each additional Ethernet-enabled device

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 8.1

• 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 your SBG8300.

• Mac® OS 10.4 or higher

• UNIX®

• Linux®

Contact information

For technical support and additional ARRIS product information:

◼ Visit the ARRIS Support website: www.arris.com/selfhelp ◼ Call ARRIS Technical Support: 1-877-466-8646

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Chapter 3

Product overview

Front panel

Figure 1: SBG8300 front view

Table 2. SBG8300 front panel LED icons

LED icon

Description

Online LED status

LED status description

Internet data transmission status

Blue (On) Blue (Slow Blink)

Blue (Fast Blink)

Green (Slow Blink) Green (Fast Blink) Green (On)

Blue/Green

(Alternating)

Power is connected Acquiring downstream

(receive) channel connection Acquiring upstream (send)

channel connection Acquiring IP addresses Acquiring IP addresses IP Link/Online Firmware download

Chapter 3: Product overview

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LED icon

Description

Online LED status

LED status description

Wi-Fi LAN status

Green (Slow Blink)

Green (On)

Green (Fast Blink)

Blue (Slow Blink)

Blue (On)

Blue (Fast Blink)

No clients found (5 GHz or dual-band).

Clients found, but no traffic (5 GHz or dual-band).

Clients with active traffic/WPS (5 GHz or dual-band).

No clients found (2.4 GHz band only)

Clients found, but no traffic (2.4 GHz band only)

Clients with active traffic/WPS (2.4 GHz band only)

Caution: If all LEDs are blinking blue (fast blink), a grounding defect was detected.

Unplug the SBG8300 until the grounding defect can be addressed.

Rear panel

Figure 2: SBG8300 rear view

Chapter 3: Product overview

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Table 3. SBG8300 rear panel ports & connectors

Port name

Description

Reset button

Recessed button located on the back of your SBG8300 to either reboot your Wi-Fi cable modem or reset the Wi-Fi cable modem configuration settings.

See Reboot the SBG8300 using the reset button (page 55) and Reset the

SBG8300 configuration back to the factory default settings (page 60) for

more information.

10/100/1000

Two one-gigabit Ethernet ports for RJ-45 network cable connections:

per second

Coaxial cable connector

Power port

100 - 120 VAC Power connector must reflect a 12 VDC @3.0A power adapter.

WARNING! To avoid any damage to your SBG8300, only use the

power supply included in the SBG8300 box.

Wi-Fi cable modem label

Figure 3: Sample SBG8300 Wi-Fi cable modem labels

Chapter 3: Product overview

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The Wi-Fi cable modem labels are located on the bottom of your SBG8300. The labels contain the information you will need to activate the SBG8300 for your home Internet service or technical support issues.

To activate your Internet service, contact your service provider for assistance. When contacting your service provider or ARRIS Technical Support (page 11), you may have to provide the following information listed on the SBG8300 labels:

◼ Wi-Fi cable modem Model name (SBG8300) ◼ Wi-Fi cable modem Serial number (SN) ◼ Wi-Fi cable modem MAC address (HFC MAC)

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Chapter 4

Installing the Wi-Fi 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 SBG8300 to your computer

Before installing your SBG8300:

◼ Check with your service provider (or local cable company) to ensure broadband cable

service is available in your area. To set up your Internet connection on your home network, you will need a high-speed

Internet connection provided by an Internet service provider.

Note: When contacting your service provider, you may need the information listed on the SBG8300 label on the bottom of your SBG8300. Make sure you have the Wi-Fi cable modem model name (SBG8300), HFC MAC ID, and the serial number (SN). See

Wi-Fi cable modem label (page 14) for more information.

◼ Choose a location in your home where your computer and Wi-Fi cable modem are

preferably near existing cable and electrical wall outlets. For the best Wi-Fi coverage, a central location in your home or building is recommended.

Note: The following installation procedure covers the wired Ethernet connection process so that you can confirm that your SBG8300 was properly installed and can connect to the Internet.

Figure 4: SBG8300 connection diagram

Chapter 4: Installing the Wi-Fi cable modem

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Note: The SBG8300 supports using an Ethernet port connection for your data input in

place of an RF cable connection. You will be able to connect to an alternate Internet connection and use your SBG8300 as your router and Wi-Fi source. This is a useful feature if you choose to change your Internet Service to a provider that is not a cable operator. You can still use the SBG8300 as your Wi-Fi router.

You can enable or disable this feature which is available for the LAN Ethernet Port 4 as WAN over Ethernet. See Set up an ethernet port connection for your data input (page 57) for more information.

1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not

included) and then connect the other end of the coaxial cable to the Cable connector on the rear of your SBG8300.

Use your hand to tighten the connectors to avoid damaging them. Proceed with step 2.

-orConnect an Ethernet cable to the fourth Ethernet port on the rear of your SBG8300.

Proceed with step 3.

2. Connect an Ethernet cable to any available Ethernet port on the rear of your SBG8300.

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

Optional: Repeat steps 2 and 3 for an additional computer or other network device that you want to install as a wired connection on your home network.

4. Connect the power cord to the Power port on the rear of your SBG8300.

5. 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 your SBG8300. There may be up to a 15 second delay for the Online LED on the SBG8300 front panel to light up after the power is connected.

Although your computer may already be configured to automatically access the Internet, you should still perform the following Wi-Fi cable modem connectivity test to verify that the devices were connected properly.

1. Power ON the computer connected to your SBG8300 if it is turned off, and then log in.

2. Contact your service provider to activate (provision) the SBG8300. You may have to

provide the HFC MAC ID listed on the Wi-Fi cable modem label.

Note: Your service provider may allow for self-activation, which will automatically launch their special website on your computer when you open a web browser.

▪ For Comcast subscribers, visit xfinity.com/activate. If the online activation is not

successful, call 1-800-Xfinity (1-800-934-6489) for any activation issues.

▪ For Cox subscribers, visit www.cox.com/activate.

Chapter 4: Installing the Wi-Fi cable modem

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3. After the SBG8300 is provisioned (or activated), open a web browser (such as Internet

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

4. Click www.surfboard.com or type a valid URL in the address bar and then press Enter.

The ARRIS SURFboard website or your URL of choice should open. If the website fails to open, please contact your service provider for assistance.

5. Check that the Online and Wi-Fi front panel LEDs on the SBG8300 light up in sequential

order. See Front panel (page 12) for additional LED status information.

• If both LEDs did not light up and you do not have an Internet connection, you may

have to contact your service provider to reactivate the SBG8300 or check for signal issues.

• If you still cannot connect to the Internet, please call ARRIS Technical Support at

1-877-466-8646 for assistance.

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Chapter 5

Setting up a Wi-Fi network connection

ARRIS recommends that you first verify that your computer (or laptop) can access the Internet using a wired Ethernet connection before configuring your Wi-Fi home network.

For Internet connections in your home, you must have access to an Internet service in your home before you can set up a Wi-Fi network connection. If you do not have Internet service already set up in your home, contact a broadband service provider of your choice for assistance. Before proceeding with the mobile app download, check that the SBG8300 and your connected client device (e.g., laptop or personal computer) are connected to the Internet.

There are four network connection options available to set up your Wi-Fi network connection on your home network. Choose one of the following:

◼ Set up a Wi-Fi network connection using your mobile device (recommended) ◼ Set up a Wi-Fi network connection using your client device ◼ Quick connect using the Windows taskbar ◼ Connect using the Windows control panel

Set up a Wi-Fi network connection using your mobile device

The ARRIS SURFboard Manager mobile app is a quick and easy-to-use option to set up your Wi-Fi home network connection(s) using your iOS or Android mobile device.

1. Check that your mobile device is connected to your Wi-Fi home network.

2. Scan the QR code to download the ARRIS SURFboard Manager mobile app from the Apple

App Store or Google Play Store on your iOS or Android mobile device.

Figure 5: ARRIS SURFboard Manager mobile app download QR code

The following ARRIS SURFboard Manager mobile app screen displays.

Chapter 5: Setting up a Wi-Fi network connection

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Figure 6: ARRIS SURFboard Manager mobile app download screen

3. Tap INSTALL to download the SURFboard Manager mobile app on your mobile device.

The ARRIS SURFboard® Manager will be installed on your device soon message displays.

4. Tap OK.

The following ARRIS SURFboard Manager window displays.

Figure 7: ARRIS SURFboard Manager mobile app open screen

Note: After the download is finished, the ARRIS SURFboard Manager mobile app

shortcut will be added to your mobile device Home or Apps screen.

5. Tap OPEN to launch the SURFboard Manager mobile app.

The ARRIS SURFboard Manager mobile app opening screens display (see Figure 8).

6. Continue to follow the mobile app prompts to configure your Wi-Fi home network

connection.

+ 46 hidden pages

Arris SBG8300 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual