ARRIS W31 User Manual

SURFboard® mAX

Router and Satellite

User Guide

May 2018

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, 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, mAX, and the ARRIS logo are all trademarks of ARRIS Enterprises, LLC. 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.

Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

Android, Google Play and the Google Play logo are trademarks of Google Inc. The capabilities, system requirements and/or compatibility with third-party products

described herein are subject to change without notice.

Table of Contents

1. Introduction ............................................................................................................ 5

Hardware diagram ............................................................................................................. 5

LED behavior ............................................................................................................. 5

2. Downloading the SURFboard mAX mobile app ........................................................ 8

Download the mobile app using QR code ......................................................................... 8

Download the mobile app from the App or Play Store ................................................... 10

3. Launching the SURFboard mAX mobile app ........................................................... 12

Mobile app help and videos ............................................................................................ 12

ARRIS Terms and Services Agreement............................................................................. 12

Register an existing or create a new an account ............................................................. 13

Existing ARRIS account ............................................................................................ 13

Create an ARRIS account......................................................................................... 13

Verification code ..................................................................................................... 14

4. Install Device Wizard ............................................................................................. 16

Install the SURFboard mAX router .................................................................................. 16

5. Create your home network ................................................................................... 21

6. Managing your whole home network .................................................................... 27

Introduction ..................................................................................................................... 27

View your Wi-Fi home network connection status ......................................................... 28

Create accounts and manage your guest access .................................................... 33

Parental Control............................................................................................................... 34

Create profile .......................................................................................................... 34

Block Internet access, delete profile....................................................................... 37

7. Tools ..................................................................................................................... 39

ALEXA ............................................................................................................................... 39

Wi-Fi speed test ............................................................................................................... 39

Placement Guide ............................................................................................................. 41

Firmware updates ............................................................................................................ 41

8. Web UI.................................................................................................................. 42

9. Support ................................................................................................................. 43

Frequently Asked Questions ............................................................................................ 43

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

10. ARRIS Software License, Warranty, Safety and Regulatory information.................. 44

Contents .......................................................................................................................... 44

Safety and regulatory information .................................................................................. 45

Caring for the environment by recycling your ARRIS equipment ................................... 46

FCC Statements ................................................................................................................ 46

FCC Interference Statement ................................................................................... 46

FCC Declaration of Conformity ............................................................................... 47

FCC Radiation Exposure Statement ........................................................................ 47

Industry Canada (IC) Statement .............................................................................. 47

IC Radiation Exposure Statement ........................................................................... 48

Avis D'Industrie Canada (IC) .................................................................................... 48

Déclaration de IC Sur L'Exposition Aux Rayonnements .......................................... 48

Wireless LAN information ................................................................................................ 48

Restrictions on the use of wireless devices ............................................................ 48

Open Source software information ................................................................................. 49

Software license .............................................................................................................. 49

Privacy notice................................................................................................................... 51

Warranty information ...................................................................................................... 51

Limited warranty for retail purchasers (retail devices) .......................................... 51

Limited warranty for retail purchasers (refurbished retail devices)....................... 52

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Introduction

The ARRIS SURFboard® mAX mobile application steps you through configuring your SURFboard mAX Whole-Home Wi-Fi System using your iOS or Android mobile device. With this mobile app, you can set up and monitor Wi-Fi access, Parental Controls, and security protection on all the connected devices (e.g., smartphones, tablets, computers, Smart TVs, gaming consoles, etc.) on your Wi-Fi home network. The SURFboard mAX router can be purchased and installed stand-alone or with an additional mAX satellite. The mobile app is available online as a free download for your mobile device (see Downloading the SURFboard

mAX mobile app):

 Apple App Store (for iOS devices)  Google Play (for Android devices)

The ARRIS SURFboard mAX mobile application supports your mobile devices running iOS 9.3 or higher and Android Marshmallow 6.0 or higher, and requires a cable or DSL modem connected to your ISP.

Hardware diagram

put the SURFboard mAX with ethernet port on underside callouts. Connectors (cable power and ethernet)

Reset button

Bluetooth?

LED behavior

Simplified version of LED behavior needed.

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Introduction

Figure 1: LED Flow – mAX Router

skdjfkja

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Introduction

Figure 2: LED Flow – mAX Satellite

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Downloading the SURFboard mAX mobile app

To get started, from the Apple App Store or Google Play Store:

 Download the mobile app using QR code, or  Manually Download the Mobile App

Download the mobile app using QR code

Confirm with John Giacobetti we are doing this. The screens are placeholders

You can download the mobile app using the QR Code, as described below. If you prefer to manually download the mobile app, see Download the mobile app from the App or Play Store.

1. Locate the label (see sample label below) containing the QR code to access the Apple App

store or Google Play Store to download the SURFboard mAX mobile app using your smartphone or tablet.

2. Check that your iOS or Android mobile device is connected to your Wi-Fi home network.

3. Scan the QR code on the label using your mobile device.

The ARRIS SURFboard mAX mobile app download links for the Apple App Store and Google Play Store displays on your mobile device screen:

• App Store:

itunes.apple.com/us/app/arris-surfboardmanager/id1061716447?mt=8

• Google Play: play.google.com/store/apps/details?id=com.arris.SURFboardmAX&hl=en

4. Tap the App Store or Google Play download link on your mobile device.

The ARRIS SURFboard mAX Install window opens.

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Downloading the SURFboard mAX mobile app

5. Tap INSTALL to download the SURFboard mAX mobile app to your mobile device.

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

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

6. Tap OPEN to start the SURFboard mAX mobile app.

See Launch SURFboard mAX to proceed with configuring your Wi-Fi home network.

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Downloading the SURFboard mAX mobile app

Download the mobile app from the App or Play Store

Screens are placeholders

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

2. Tap the Apple App Store icon or Google Play Store icon located on your iOS or

Android mobile device Home screen to open the App Store or Play Store mobile app.

Note: Check that the Play Store app is downloaded on your mobile device.

3. Enter ARRIS SURFboard mAX in the Search field on your mobile device and tap the Search

button.

4. Scroll down the list of mobile apps to locate ARRIS SURFboard® mAX.

5. Tap ARRIS SURFboard® mAX on the app screen to select the mobile app.

6. Tap INSTALL to download the SURFboard mAX mobile app to your mobile device.

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Downloading the SURFboard mAX mobile app

Note: After the download is finished, a shortcut for the ARRIS SURFboard mAX

mobile app will be added to your mobile device Home screen.

7. Tap OPEN to launch the SURFboard mAX mobile app.

The ARRIS SURFboard mAX splash screen displays.

See Launch SURFboard mAX to start configuring your Wi-Fi home network.

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Launching the SURFboard mAX mobile app

Note: Some screenshots throughout this document may have changed due to app

updates.

Check that your SURFboard device and mobile device are connected on your Wi-Fi home network. Click the shortcut for the ARRIS SURFboard mAX mobile app on your mobile device Home screen to launch the mobile app.

Mobile app help and videos

put info here about this

ARRIS Terms and Services Agreement

After you launch the mobile application, tap the links to review and the click the check box to accept the ARRIS Terms (see ARRIS Software License, Warranty, Safety and Regulatory

information) and the “McAfee Terms” (see McAfee Privacy & Legal Terms).

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Launching the SURFboard mAX mobile app

Register an existing or create a new an account

From the Log In screen, you can login with an existing ARRIS account or create new account. Be sure, in either case, to review and confirm agreement to the End User Agreement (see

ARRIS Software License, Warranty, Safety and Regulatory information and see McAfee Privacy & Legal Terms before proceeding).

Existing ARRIS account

If you have an existing ARRIS account, enter the email address associated with this account in the Email field and click Log in. Skip to Install Device Wizard.

Create an ARRIS account

Click the This is my first time logging in option. A screen will display to prompt you to enter an Email address and Mobile number to associate with this account.

 This must be a valid email as you will receive a verification code at this email address to

continue with registration

 The mobile number will be used to manage your mAX account

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Launching the SURFboard mAX mobile app

Click Create account to continue.

Verification code

In approximately 30 seconds, you will receive a verification code via sms. Click Got my code. I’m ready when you receive the code.

If you do not receive a code, click Nothing yet, check the Didn’t get a code? screen to ensure that you entered your mobile number correctly, and Try again.

………………..

Enter your 4-digit verification code on the Authentication screen.

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Launching the SURFboard mAX mobile app

When the verification code is accepted, the Success! screen displays. If the verification code fails, re-enter your verification code on the That’s not it screen.

…

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Install Device Wizard

Install the SURFboard mAX router

1. Unpack the router and accessories. Included are the SURFboard mAX router, an ethernet

cable, and power cord. Optional – SURFboard mAX satellite.

When complete, click OK, I’m ready.

2. Unplug your existing modem/gateway or wireless router, as applicable.

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide

Error! No text of specified style in document.: Install Device Wizard

Click Ok, got it to continue.

3. Connect the SURFboard mAX to your current home network configuration.

 Do you have a modem only? This is a single cable or DSL modem box without Wi-Fi

capability. Plug one end of the ethernet cable into a LAN port (there will be 2 to 4) on your modem and the other end into the yellow port on the underside of your SURFboard mAX router.

 Do you have an integrated gateway? This is a single cable or DSL modem box with Wi-Fi

capability. We will turn off the Wi-Fi in a later step as it will be replaced by your new router. Plug one end of the ethernet cable into a LAN port (there will be 2 to 4) on your modem and the other end into the yellow port on the underside of your SURFboard mAX router.

 Do you have a modem and a separate Wi-Fi router? You will not need the Wi-Fi router as

the SURFboard mAX takes over this functionality. Plug one end of the ethernet cable into a LAN port (there will be 2 to 4) on your modem and the other end into the yellow port on the underside of your SURFboard mAX router.

Note: To review port locations, see Hardware diagram.

When the SURFboard mAX is connected by ethernet cable to your modem, click Connected. Next.

4. Connect to power. Use the power cord to connect the SURFboard mAX to an outlet. Also

plug your modem into an outlet at this time.

PN 365-095-32808 x.1 SURFboard mAX User Guide User Guide