User Guide
SURFboard SBV5120
VoIP Cable Modem
Introduction Installation Troubleshooting Glossary License
Safety and Regulatory Information
WARNING: T O PREVENT FIRE OR SHOCK HAZARD, DO NOT EXPOSE THIS PRODUCT TO RAIN OR
MOISTURE. THE UNIT MUST NOT BE EXPOSED TO DRIPPING OR SPLASHING. DO NOT PLACE OBJECTS
FILLED WITH LIQUIDS, SUCH AS VASES, ON THE UNIT.
CAUTION: THIS PRODUCT WAS QUALIFIED UNDER TEST CONDITIONS THAT INCLUDED THE USE OF
THE SUPPLIED CABLES BETWEEN SYSTEMS COMPONENTS. TO ENSURE REGULATORY AND SAFETY
COMPLIANCE, USE ONLY THE PROVIDED POWER AND INTERF ACE CABLES AND INSTALL THEM PROPERLY.
CAUTION: DIFFERENT TYPES OF CORD SETS MA Y BE USED FOR CONNECTIONS T O THE MAIN SUPPLY
CIRCUIT. USE ONLY A MAIN LINE CORD THAT COMPLIES WITH ALL APPLICABLE PRODUCT SAFETY
REQUIREMENTS OF THE COUNTRY OF USE.
CAUTION: TO REDUCE THE RISK OF FIRE, USE ONLY NO. 26 AWG OR LARGER UL LISTED OR CSA
CERTIFIED TELECOMMUNICATION LINE CORD OR NATIONAL EQUIVALENT.
CAUTION: INSTALLATION OF THIS PRODUCT MUST BE IN ACCORDANCE WITH NATIONAL WIRING
CODES AND CONFORM TO LOCAL REGULATIONS.
CAUTION: DO NOT OPEN THE UNIT . DO NOT PERFORM ANY SER VICING OTHER THAN THA T CONTAINED
IN THE INST ALLATION AND TROUBLESHOOTING INSTRUCTIONS. REFER ALL SERVICING TO QUALIFIED
SERVICE PERSONNEL.
CAUTION: CHANGES AND MODIFICATIONS NOT EXPRESSLY APPROVED BY MOTOROLA FOR
COMPLIANCE COULD VOID USER’S AUTHORITY TO OPERATE THE EQUIPMENT.
IMPORT ANT SAFETY INSTRUCTIONS: When using your telephone 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 equipment. 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 comes with the product.
• Comply with all warning and caution statements in the instructions. Observe all warning and caution symbols
that are affixed to this equipment.
• 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 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 particular attention to cords where they are attached to plugs and convenience
receptacles, and examine the point where they exit from the product.
• Place this equipment in a location that is close enough to an electrical outlet to accommodate the length of
the power cord.
• Place unit 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 equipment on a stable surface.
• Postpone cable modem 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 may be a remote risk of
electric shock from lightning. For added protection for this product during a lightning storm, or when it is left
SBV5120 VoIP Cable Modem User Guide ii
Introduction Installation Troubleshooting Glossary License
unattended and unused for long periods of time, unplug it from the wall outlet, and disconnect the cable
system. This will prevent damage to the product due to lightning and power surges.
• Do not use the telephone to report a gas leak in the vicinity of the leak.
• It is recommended that the customer install an AC surge protector in the AC outlet to which this device is
connected. This is to avoid damaging the equipment by local lightning strikes and other electrical surges.
• 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 unit with a clean, dry cloth. Never use cleaning fluid or similar chemicals. Do not spray cleaners
directly on the unit or use forced air to remove dust.
• Avoid damaging the cable modem with static by touching the coaxial cabl e when it is attached to the earth-
grounded coaxial cable TV wall outlet.
• Always first touch the coaxial cable connector on the cable modem when disconnecting or re-connecting USB
or Ethernet cable from the cable modem or the user’s PC.
• Operate this product only from the type of power source indicated on the product’s marking label. If you are
not sure of the type of power supplied to your home, consult your dealer or local power company.
• Use only the power cord and batteries indicated in this manual. Do not dispose of batteries in a fire. They
may explode. Check with local codes for possible special disposal instructions.
• Disconnect the phone wire (RJ-11 cable) and unplug the power cable before removing the cover.
• Do not use the telephone to report a gas leak in the vicinity of the leak.
• Upon completion of any service or repairs to this product, ask the service technician to perform safety checks
to determine that the product is in safe operating condition.
SAVE THESE INSTRUCTIONS
Caring for the Environment by Recycling
When you see this symbol on a Motorola product, do not dispose of the product with residential or
commercial waste.
Recycling your Motorola Equipment
Please do not dispose of this product with you r residential or commercial waste. Some countri es or regio ns,
such as the European Union, have set up systems to collect and recycle electrical and electronic waste
items. Contact your local authorities for informat ion about pr act ices established for your region. If collection
systems are not available, call Motorola Customer Service for assistance.
Important VoIP Service Information
Any services provided through this equipment:
• Are not intended to replace or be a substitute for primary line voice services or Plain Old Telephone Service
(POTS)
• Are not meant to provide guaranteed 911 or E911 services or to permit access to 411 directory assistance
services
Your service provider, not Motorola, is responsible for the provision of VoIP telepho ny services through this
equipment. Motorola shall not be liable for, and expressly disclaims, any direct or indirect liabilities, damages,
losses, claims, demands, actions, causes of action, risks or harms arising from or related to the services provided
through this equipment.
IMPORTANT: You CANNOT make any calls using this VoIP device if your broadband connection is not functioning
properly or if you lose electrical power for a period exceeding the battery storage capacity.
SBV5120 VoIP Cable Modem User Guide iii
Introduction Installation Troubleshooting Glossary License
Be sure that the outside cable system is grounded, so as to provide some protection against voltage surges and
built-up static charges. Article 820-20 of the NEC (Section 54, Part I of the Canadian Electrical Code) provides
guidelines for proper grounding and, in particular, specifies the CATV cable ground shall be connected in the
grounding system of the building, as close to the point of cable entry as practical.
FCC Compliance Class B Digital Device
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.
Note: 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 installation. 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 communicati o n s.
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 tu rning the equipment 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 equipment 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.
Canada - Industry Canada (IC)
This Class B digital device complies with Canadian ICES-003.
Cet appareil numérique de la classe B est conforme à la norme NMB-003 du Canada.
FCC Declaration of Conformity
According to 47CFR, Parts 2 and 15 for Class B Personal Computers and Peripherals; and/or CPU Boards and
Power Supplies used with Class B Personal Computers, Motorola, Inc. Broadband Communications Sector,
101Tournamen t Drive, Horsham, PA 19044, 1-215-323-1000, declares under sole responsibility that the product
identifies with 47CFR Part 2 and 15 of the FCC Rules as a Class B digital device. Each product marketed is
identical to the representative unit tested and found to be compliant with the standards. Records maintained
continue to reflect the equipment being produced can be expected to be within the variatio n accepted, due to
quantity production and testing on a statistical basis as required by 47CFR 2.909. 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 unde sired operation. The above named party is
responsible for ensuring that the equipment complies with the standards of 47CFR, Paragraph 15.101 to 15.109.
SBV5120 VoIP Cable Modem User Guide iv
Introduction Installation Troubleshooting Glossary License
International Declaration of Conformity
We,
Motorola, Inc.
Broadband Communications Sector
101 Tournament Drive
Horsham, PA, U.S.A.
declare under our sole responsibility that the
SURFboard VoIP Cable Modem
to which the declaration relates is in conformity with one or more of the following standards:
EN55022EN55024EN60950
CISPR 22CISPR 24
IEC 60950 3rd Edition
the following provisions of the Directive(s) of the Council of the European Union:
EMC Directive 89/336/EEC
Low Voltage Directive 73/23/EEC
Directive 93/68/EEC
Models Standards
SBV5120 FCC Part 15, ICES-003, UL/C-UL 60950 3
rd
Edition
SBV5120i, SBV5120E, SBV5120 Diagnostic,
SBV5120E Diagnostic
EN55022, EN55024, CISPR 22, CISPR 24, IEC60950
rd
3
Edition, EN60950
Regulatory, Safety, Software License, and Warranty Information Card
This product is provided with a separate Regulatory , Saf e ty, Software License, and Warranty Information card. If
one is not provided with this product, please ask your service provider or point-of-purchase representative, as the
case may be.
• THIS PRODUCT IS IN COMPLIANCE WITH ONE OR MORE OF THE STANDARDS LISTED ON THE
REGULATORY, SAFETY, SOFTWARE LICENSE, AND WARRANTY INFORMATION CARD. NOT ALL
STANDARDS APPLY TO ALL MODELS.
• NO WARRANTIES OF ANY KIND ARE PROVIDED BY MOTOROLA WITH RESPECT T O THIS PRODUCT,
EXCEPT AS STATED ON THE REGULATORY, SAFETY, SOFTWARE LICENSE, AND WARRANTY
INFORMATION CARD. MOTOROLA’S WARRANTIES DO NOT APPLY TO PRODUCT THAT HAS BEEN
REFURBISHED OR REISSUED BY YOUR SERVICE PROVIDER.
Copyright © 2005 by Motorola, Inc.
All rights reserved. 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 Motorola, Inc.
Motorola reserves the right to revise this publication and to ma ke chang es in conten t f rom time to ti me wit hout ob ligat ion on the part of Motorola to
provide notification of such revision or change. Motorola provides this guide without warranty of any kind, either implied or expressed, including,
but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Motorola may make improvements or changes in
the product(s) described in this manual at any time.
SURFboard, MOTOROLA, and the Stylized M Logo are registered in the US Patent & Trademark Office. Microsoft, Windows, Windows Me, and
Windows NT are registered trademarks and
permission of Microsoft Corporation. DOCSIS is a registered trademark of CableLabs. Linux is a registered trademark of Linus Torvalds. Solaris,
Java, and all Java-based marks trademarks or registered trademarks of Sun Microsystems, Inc. in the United States and other countries. Acrobat
Reader is a registered trademark of Adobe Systems, Inc.
registered trademark of the Open Group in the United States and other countries. All other
respective owners. © Motorola, Inc. 2005.
Windows XP is a trademark of
Navigator is a registered trademark of Netscape Communica tio ns Corpor ati on.
Microsoft Corporation. Microsoft Windows screen shots are used by
product or service names are the property of their
UNIX is a
SBV5120 VoIP Cable Modem User Guide v
Introduction Installation Troubleshooting Glossary License
Contents
Safety and Regulatory Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii
Important VoIP Service Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
SBV5120 Cable Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
SBV5120 VoIP Telephone Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1
Telephone Features Supported by the SBV5120 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Top and Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Rear Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Before You Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Signing Up for Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Computer System Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Ethernet Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
USB Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Cabling and Startup for a Single User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Setting Up a USB Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Setting Up a USB Driver in Windows 98 Second Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Setting Up a USB Driver in Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
Setting Up a USB Driver in Windows Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
Setting Up a USB Driver in Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Configuring TCP/IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
Configuring TCP/IP in Windows 98 Second Edition, or Windows Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configuring TCP/IP in Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Configuring TCP/IP in Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Verifying the IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Verifying the IP Address in Windows 98 Second Edition, or Windows Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Verifying the IP Address in Windows 2000 or Wi ndows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Renewing Your IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
Cabling for Multiple Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Ethernet and USB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Ethernet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Front-Panel Lights and Error Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Removing the USB Driver from Windows 98 Second Edition or Windows Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Removing the USB Driver from Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
Removing the USB Driver from Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Running the Motorola USB Driver Removal Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Software License. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
SBV5120 VoIP Cable Modem User Guide vi
Introduction
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Congratulations on your new Motorola® SURFboard® Voice over Internet Proto col (VoIP) cable modem! It provides
high-speed access to the Internet and other online services and connections for up to two telephone lines.
SBV5120 Cable Modem
Y our VoIP cable modem transmits and receives data much faster than traditional dial-up or DSL (digital subscriber
line) modems. It lets you enjoy surfing the Web without the long wait. Because many network and other factors
can affect performance, the actual speed will vary.
Unlike a dial-up modem, your SURFboard VoIP cable modem is always online. Just open your browser and surf!
Y ou can use your high-speed, upgradeable VoIP cable modem to connect one or more computers in your home or
business to the Internet. You can connect:
• A single computer equipped with a Universal Serial Bus (USB) port directly to the USB port on the
SURFboard VoIP cable modem
• A single computer equipped with an Ethernet adapter directly to the Ethernet port on the SURFboard VoIP
cable modem
• Two computers, one to the USB port and one to the Ethernet port
• Up to 31 computers to a single SURFboard VoIP cable modem using an Ethernet hub, as shown in “Cabling
for Multiple Users” on page 33
For easiest set-up, use the Installation Assistant on the SURFboard VoIP Cable Modem CD-ROM.
SBV5120 VoIP Telephone Service
The SBV5120 also provides telephone service through your cable connection with the same features as your
traditional phone service. You can connect up to two standard telephone lines using your SURFboard VoIP cable
modem, supporting:
• Local and long-distance calling
• Standard features like call hold and mute, caller ID, speed dial, call forwarding, call waiting, call return,
three-way calling, and voice mail
• Telephon e modem and fax support
• Software upgrades over the network to provide new or improved services
Caution
Use only a standard telephone. Digital phones used in many businesses that connect to a PBX (private
branch exchange) do not operate with the SBV5120.
An external backup power supply may be connected to your SBV5120 that provides standby power for your VoIP
telephone service if AC power is lost. Please contact your service provider for additional information about the
Motorola PB1000 Battery Backup Power Supply.
SBV5120 VoIP Cable Modem User Guide 1
Introduction Installation Troubleshooting Glossary License
Telephone Features Supported by the SBV5120
The SBV5120 supports the telephone features listed below. Some features listed may not be available on your
telephone. These features are enabled and disabled on your VoIP telephone modem by your service provider.
• Standard two-wire telephone connection for voice, fax, and telephone modem operation. The connection to
the telephone equipment is made with a standard RJ-11 jack and plug.
• Re-dial number
• Speed dial
• Call forwarding
• Call hold and mute
• Call return
• Call waiting
• Caller ID
• Caller ID block
• Three-way calling
• Voice mail
• Telephony Devices for the Disabled (TDD)
• On hook, off hook detection
• Operator barge-in
• Standard call progress signals
• Dial-tone stutter, dial-tone busy
• Fast-busy stutter dial-tone
• No support for pulse-dial equipment
SBV5120 VoIP Cable Modem User Guide 2
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Top and Front Panel
For added security you can press the Standby button (1) to suspend your Internet connection. No data is
transmitted or received from the Internet when the Standby light is on. All other front-panel lights turn off until you
press the Standby button again, except for Tel 1 and Tel 2. Standby does not affect your telephone service. Voice
service still operates when Standby is on.
1
2
The model number on your VoIP
cable modem may be different
than in the illustrations and
screen images in this guide.
P
O
T
S
SBV5120
SURFboard®
CableModem
W
E
R
O
S
D
S
U
I
L
N
N
E
N
K
I
L
L
E
1
T
L
E
2
T
D
N
B
A
Y
3
4
5
6
7
8
9
The lights provide information about power, communications, and errors:
Key Light Flashing On
2Power Startup diagnostics in progress The VoIP cable modem is powered on.
3 DS (downstream) Scanning for a receive (downstream)
channel connection
4 US (upstream) Scanning for a send (upstream)
channel connection
5Online Scanning for a network connection The startup process is complete.
6Link Transmitting or receiving data A device, such as a computer or hub, is connected to
7Tel 1 Connected and activated,
telephone is off-hook (in use).
8Tel 2 Connected and activated,
telephone is off-hook (in use).
9 Standby This light does not flash Internet service is blocked because the Standby button
During normal operation, the Power, Receive, Send, and Online lights are on and the Link light flashes when the
VoIP cable modem is transferring data.
The downstream channel is connected.
The upstream channel is connected.
the USB or Ethernet connectors on the back panel.
Connected and activated, the telephone is on-hook
(not in use).
Connected and activated, the telephone is on-hook
(not in use).
was pressed. If this light is on, all other lights are off,
except for Tel 1 and Tel 2.
SBV5120 VoIP Cable Modem User Guide 3
Rear Panel
Introduction Installation Troubleshooting Glossary License
TEL1
TEL2
ETHERNET
USB
12&
3
4
CABLE
5
6
+12VDC
The rear panel provides cabling connectors and the power receptacle:
7
Key Item Description
1 & 2 Tel 1 and Tel 2 Provide connections for two telephone lines.
3 ETHERNET Provides a connection to Ethernet equipped computers using a cable t erminated with an RJ-45
connector.
4USB Provides a connection to USB equipped computers.
5 Reset If you experience a problem, you can push this recessed button to reset the VoIP cable modem
(see “Troubleshooting” on page35). Resetting may take some time (5 to 30 minutes) because
the VoIP cable modem must find and lock on the appropriate communications channels.
6 CABLE Provides a connection to the coaxial cable (coax) outlet.
7+12VDC Provides power to the VoIP cable modem.
Before You Begin
Before you begin the installation, check that you received the following items with your VoIP cable modem:
Item Description
Power
adapter or
cable
10/100Base-T
Ethernet cable
USB cable Connects to the USB port
Phone wire Connects the telephone to the cable system to provide telephone service
SURFboard VoIP
Cable Modem
CD-ROM
SBV5120 VoIP Cable Modem User Guide 4
Connects to:
• the AC power outlet
• to a UPS
Connects to the Ethernet port
Contains the User Guide and USB drivers
Introduction Installation Troubleshooting Glossary License
You will need 75-ohm coaxial cable with F-type connectors to connect your VoIP cable modem to the nearest
cable outlet. If a TV is connected to the cable outlet, you may need a 5-900 MHz RF splitter and a total of three
coaxial cables to connect both the TV and the VoIP cable modem. The coaxial cable and RF splitter are available
at consumer electronic stores. To connect your VoIP cable modem to an Ethernet hub, see the network
description in “Cabling for Multiple Users” on page 33. Check the documentation provided with your hub.
Caution
This product is for indoor use only. Do not route the USB, Ethernet, or telephone cables outside of the
building. Exposure of the cables to lightning could create a safety hazard and damage the product.
Precautions
Postpone VoIP cable modem installation until there is no risk of thunderstorm or lightning activity in the area.
To avoid damaging the VoIP cable modem with static electricity:
• Always first connect the coaxial cable to the grounded cable TV wall outlet.
• Before you connect or disconnect the USB or Ethernet cable from your VoIP cable modem or PC, always
touch the coaxial cable connector on the VoIP cable modem to release any static charges.
To avoid damaging your VoIP cable modem or PC with static electricity:
ETHERNET
Before you connect or
disconnect the USB or
Ethernet cable, touch the
USBTEL 2TEL 1
CABLE
Always make the wall
connection first.
coaxial cable connector on
the VoIP cable modem.
+12VDC
To prevent overheating the VoIP cable modem, do not block the ventilation holes.
Do not open the VoIP cable modem. Refer all service to your cable provider.
Wipe the VoIP cable modem with a clean, dry cloth. Never use cleaning fluid or similar chemicals. Do not spray
cleaners directly on the unit or use forced air to remove dust.
Caution
Contact your cable provider before connecting your VoIP cable modem to your existing telephone wiring.
Do not connect the telephone wire to a traditional telephone (PSTN) service.
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Signing Up for Service
You must sign up with a cable provider to access the Internet and other online services.
To activate your servic e, call your local cable provider.
To receive data service, you need to provide the MAC address printed on the bar code label marked CM HFC
MAC ID on the bottom of the cable modem. You can record it here:
00 : ______ : ______ : ______ : ______ : ______
To receive telephone service, you need to provide the MAC address printed on the bar code label marked MTA
MAC ID on the bottom of the cable modem. You can record it here:
00 : ______ : ______ : ______ : ______ : ______
P/N: AAAAAA-BBB-00 ASSEMBLED IN: _________
CUSTOMER S/N: BCDFGHJKLMNP
S/N: PPPPMMYJJJSSSSSCAABBCCCC
HFC MAC ID: ABCDEF012345
USB CPE MAC ID: ABCDEF012345
MTA MAC ID: ABCDEF012345
You should ask your cable provider the following questions:
• Do you have any special system requirements?
• When can I begin to use my VoIP cable modem?
• Are there any files I need to download after I am connected?
• Do I need a user name or password to access the Internet or use e-mail?
MODEM NUMBER: 2345
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Computer System Requirements
You can use any Web browser, such as Microsoft® Internet Explorer or Netscape Navigator®, with your
SURFboard VoIP cable modem.
For Microsoft Windows computers, the Installation Assistant application automatically checks your system
configuration.
CD-ROM.
Your SURFboard VoIP cable modem is compatible with Microsoft Windows®, Macintosh®, and UNIX® computers.
Ethernet Card
You can use the Ethernet connection with any version of Windows except Windows® 95 on a computer equipped
with a 10Base-T or 10/100Base-T Ethernet card. The Ethernet connection also supports Macintosh, UNIX, or
®
Linux
computers equipped with a 10Base-T or 10/100Base-T Ethernet card.
Windows® 98, UNIX, Linux, or Macintosh computers must use the Ethernet connection.
If you use an Ethernet card, it must be installed in your computer before you install the VoIP cable modem. If it is
not installed, follow the installation instructions provided with your Ethernet card.
You can start the Installation
Assistant from the Main Menu on the SURFboard VoIP Cable Modem
USB Connection
You can use the USB connection with any PC running Windows® 98 Second Edition, Windows® 2000, Windows
®
Me
, or Windows XP™ that has a USB interface. The USB connection requires special USB driver software that is
supplied on the SURFboard VoIP Cable Modem CD-ROM.
You can upgrade your USB drivers from our Downloads page http://broadband.motorola.com/noflash/
usb_drivers.asp.
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Installation and Configuration
To install and configure your VoIP cable modem for a single PC running Microsoft Windows, we recommend using
the
Installation
Cable Modem
Otherwise, to install and configure your VoIP cable modem:
1 Connect the cables as described for your situation:
• “Cabling and Startup for a Single User” on page 8
• “Cabling for Multiple Users” on page 33
2 If you are using the USB port only, go to “Setting Up a USB Driver” on page 10. Ethernet users can skip this
step.
3 Configure TCP/IP and verify the IP address for your computer as described for your situation:
• For Windows computers, see “Configuring TCP/IP” on page 20
• Refer to your Macintosh or UNIX user manual for information regarding TCP/IP and IP address
Assistant.
CD-ROM. In most cases, the Installation
configuration.
You can start the Installation
Assistant from the Main Menu on the SURFboard VoIP
Assistant automatically configures your VoIP cable modem.
Cabling and Startup for a Single User
Allow some time (5 to 30 minutes) to power up the first time because the SURFboard VoIP cable modem must find
and lock on the appropriate channels for communications.
Always connect coaxial
cable to the wall outlet first.
1 Be sure your computer is on and the VoIP cable modem is unplugged.
2 Connect one end of the coaxial cable to the cable outlet or splitter. Connect the other end of the coaxial cable
to the CABLE connector on the VoIP cable modem. Hand-tighten the connectors to avoid damaging them.
3 Insert the SURFboard VoIP Cable Modem CD-ROM into your CD-ROM drive.
4 If you are using an AC power adapter, plug the adapter into the +12VDC connector on the VoIP cable modem
and an unswitched AC electrical outlet.
or
If you are using an Uninterruptible Power Supply (UPS), plug the power cord into the +12VDC connector on
the VoIP cable modem and into the UPS. Plug the UPS into an unswitched AC electrical outlet.
This turns on the SURFboard VoIP cable modem. Y ou do not need to unplug it when not in use.
ETHERNET
USBTEL 2TEL 1
CABLE
+12VDC
To cable outle t (step 2)
To electrical outlet or UPS (step 4)
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Check that the lights on the front of the VoIP cable modem cycle through this sequence:
5
• Power flashes during the self-test and changes to solid green when the self-test is successfully complete.
• Receive flashes while scanning for the receive (downstream) channel and changes to solid green when it
is connected.
• Send flashes while scanning for the send (upstream) channel and changes to solid green when it is
connected.
• Online flashes while the VoIP cable modem downloads configuration data and changes to solid green
when the download is complete.
6 Connect your computer to the VoIP cable modem using USB or Ethernet:
Either/or
ETHERNET
USBTEL 2TEL 1
CABLE
+12VDC
Computer VoIP cable modem
USB: Be sure the SURFboard VoIP Cable Modem CD-ROM is inserted in your CD-ROM drive. Perform the
appropriate procedure for Setting Up a USB Driver for your Windows version. Connect the USB cable to the
USB port on the VoIP cable modem. Connect the other end to the USB port on your PC.
Ethernet:
Connect the provided straight-through Ethernet cable to the Ethernet connector on the VoIP cable
modem. Connect the other end to the Ethernet port on your computer. Ethernet users do not need to set up USB.
7 Perform the procedures for “Configuring TCP/IP” on page 20.
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To connect the telephone line, plug a phone wire into the Tel 1 connector. You can also connect a second
8
telephone line to the Tel 2 connector.
TEL2
TEL1
ETHERNET
USB
CABLE
+12VDC
Either/or
Caution!
To reduce the risk of fire, use only No. 26 or larger UL Listed or CSA Certified Telecommunication
Line Cord to connect a telephone line to your SURFboard VoIP cable modem.
Do not connect both the Ethernet and USB cables to the same computer. Connect to either Ethernet
or USB.
Contact your cable provider before connecting your VoIP cable modem to your existing telephone wiring.
Do not connect the telephone wire to a traditional telephone (PSTN) service.
Be sure the phone connectors are neither connected together nor connected to wall jacks on the
same network.
Setting Up a USB Driver
The following subsections describe setting up a USB driver. Before connecting a PC to the USB port, perform the
appropriate procedure for your Windows version:
• “Setting Up a USB Driver in Windows 98 Second Edition” on page 11
• “Setting Up a USB Driver in Windows 2000” on page 15
• “Setting Up a USB Driver in Windows Me” on page 18
• “Setting Up a USB Driver in Windows XP” on page 19
When you finish setting up the USB driver, you can continue with “Configuring TCP/IP” on page 20.
The SURFboard VoIP cable modem USB driver does not support Macintosh or UNIX computers. For those
systems, you can connect through Ethernet only.
Caution!
Be sure the SURFboard VoIP Cable Modem CD-ROM is inserted in the CD-ROM drive before you
plug in the USB cable.
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Setting Up a USB Driver in Windows 98 Second Edition
1 Insert the SURFboard VoIP Cable Modem CD-ROM in the CD-ROM drive. This CD contains the USB drivers
and must be inserted and read by the PC before you connect the VoIP cable modem to the PC.
2 Connect the VoIP cable modem to your computer with a USB cable. For further instructions, see “Cabling and
Startup for a Single User” on page 8. A few seconds after you complete the USB connection, the Add New
Hardware Wizard window is displayed:
3 Click Next. The following window is displayed:
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Be sure “Search for the best driver for your device” is selected and click Next. The following window is
4
displayed:
5 Be sure “CD-ROM drive” is the only box selected. Click Next.
The message “Please wait while Windows searches for a new driver for this device” is displayed.
If your computer successfully locates the driver, skip to step 8.
If your computer does not locate the driver, the previous window is displayed again.
6 Select Specify a location and type the location of your CD-ROM drive.
To load the driver successfully, you may need to click Browse to manually select the NetMotCM.sys file from
the CD-ROM.
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Click Next. The following window is displayed:
7
8 Select The updated driver... and click Next.
If this window is not displayed, verify that the SURFboard VoIP Cable Modem CD-ROM is properly inserted in
the CD-ROM drive. If you still cannot find the correct driver file, click Cancel to cancel the installation and
perform the procedure for “Removing the USB Driver from Windows 98 Second Edition or Windows Me” on
page 37. Then repeat this procedure.
Although your VoIP cable modem model number may be different than in the images in this guide, the
procedure is the same.
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After the window shown under step 8 is displayed, click Next.
9
If a window with the message Copying Files... displays and asks for your CD-ROM drive, type your CD-ROM
drive letter (for example, “D:”) and click OK.
If an Insert Disk window similar to the following is displayed, Windows system files are needed to complete
the installation. T o install the files, insert your Windows 98 Second Edition CD-ROM in the CD-ROM drive and
click OK.
After all the necessary files are loaded, the following window is displayed confirming a successful installation.
10 Click Finish. The Systems Settings Change window is displayed:
11 Click Yes to restart your computer.
When you finish setting up the USB driver, you can continue with “Configuring TCP/IP in Windows 98 Second
Edition, or Windows Me” on page 20.
If you have difficulties setting up the USB driver, perform “Removing the USB Driver from Windows 98 Second
Edition or Windows Me” on page 37 and repeat this procedure. If that does not correct your problem, see the
Regulatory, Safety, Software License, and Warranty Information card provided with your SURFboard VoIP cable
modem for information about obtaining warranty service.
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Setting Up a USB Driver in Windows 2000
1 Insert the SURFboard VoIP Cable Modem CD-ROM in the CD-ROM drive. This CD contains the USB drivers
and must be inserted and read by the PC before you connect the VoIP cable modem to the PC.
2 Connect the VoIP cable modem to your computer with a USB cable. For further instructions, see “Cabling and
Startup for a Single User” on page 8. A few seconds after you complete the USB connection, the Found New
Hardware Wizard window is displayed:
3 Click Next. The following window is displayed:
Although your VoIP cable modem model number may be different than in the images in this guide,
the procedure is the same.
Be sure “Search for a suitable driver for my device” is selected.
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Click Next. The following window is displayed:
4
Be sure “CD-ROM drives” is the only box selected.
5 Click Next. The following window is displayed:
6 Click Next.
If the Insert Disk window is displayed, be sure the SURFboard VoIP Cable Modem CD-ROM is in the
CD-ROM drive and follow steps 7 to 11. Otherwise, if the Completing the Found New Hardware window is
displayed, you can skip to step 12.
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On the Insert Disk window, click OK. The Files Needed window is displayed:
7
8 If necessary, select your CD-ROM drive in the “Copy files from” list.
9 Click Browse.
10 Double-click the NetMotCM.sys file in the CD-ROM root directory. The Files Needed window is displayed:
11 Click OK. The Found New Hardware Wizard window is displayed:
12 Click Finish to complete the installation.
When you finish setting up the USB driver, you can continue with “Configuring TCP/IP in Windows 2000” on
page 23.
If you have any difficulties setting up the USB driver, perform “Removing the USB Driver from Windows 2000” on
page 38 and repeat this proc edure.
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Setting Up a USB Driver in Windows Me
1 Insert the SURFboard VoIP Cable Modem CD-ROM in the CD-ROM drive. This CD contains the USB drivers
and must be inserted and read by the PC before you connect the VoIP cable modem to the PC.
2 Connect the VoIP cable modem to your computer with a USB cable. For further instructions, see “Cabling and
Startup for a Single User” on page 8. A few seconds after you complete the USB connection, the Add New
Hardware Wizard window is displayed:
3 Click Next. Windows automatically searches for the correct USB drivers and installs them. If the installation is
successful, the following window is displayed. Otherwise, be sure the SURFboard VoIP Cable Modem
CD-ROM is correctly inserted in your CD-ROM drive.
Although your SURFboard VoIP cable modem model number may be different than in the images in
this guide, the procedure is the same.
4 Click Finish to complete the installation.
When you finish setting up the USB driver, you can continue with “Configuring TCP/IP in Windows 98 Second
Edition, or Windows Me” on page 20.
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Setting Up a USB Driver in Windows XP
1 Insert the SURFboard VoIP Cable Modem CD-ROM in the CD-ROM drive. This CD contains the USB drivers
and must be inserted and read by the PC before you connect the VoIP cable modem to the PC.
2 Connect the VoIP cable modem to your computer with a USB cable. For further instructions, see “Cabling and
Startup for a Single User” on page 8. A few seconds after you complete the USB connection, the Found New
Hardware Wizard window is displayed:
3 Be sure “Install the software automatically” is selected.
4 Click Next. Windows auto matically searches for the correct USB drivers and installs them. the installation is
successful, the following window is displayed:
Although your VoIP cable modem model number may be different than in the images in this guide,
the procedure is the same.
5 Click Finish to complete the installation. Otherwise, be sure the SURFboard V oIP Cable Modem CD-ROM is
correctly inserted in your CD-ROM drive.
When you finish setting up the USB driver, you can continue with “Configuring TCP/IP in Windows XP” on
page 26.
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Configuring TCP/IP
The SURFboard VoIP cable modem contains all required software. You do not need to configure th e VoIP cable
modem, but you must be sure that your computer is configured for TCP/IP (a protocol for communication between
computers). Perform one of the following:
• “Configuring TCP/IP in Windows 98 Second Edition, or Windows Me” on page 20
• “Configuring TCP/IP in Windows 2000” on page 23
• “Configuring TCP/IP in Windows XP” on page26
• Follow the instructions in your Macintosh or UNIX user manual
After configuring TCP/IP, perform one of the following to verify the IP address:
• “Verifying the IP Address in Windows 98 Second Edition, or Windows Me” on page 30
• “Verifying the IP Address in Windows 2000 or Windows XP” on page 31
• Follow the instructions in your Macintosh or UNIX user manual
Your cable provider may provide additional instructions to set up your computer.
Configuring TCP/IP in Windows 98 Second Edition, or Windows Me
1 On the Windows Desktop, click Start.
2 Select Settings and then Control Panel from the pop-up menus.
3 Double-click the Network icon on the Control Panel wi ndow. The Network window is displayed:
4 Select the Configuration tab.
5 Verify that TCP/IP is installed for the adapter that will be used to connect to the VoIP cable modem by looking
for TCP/IP. If found, TCP/IP is installed. Skip to step 10. If TCP/IP is not installed for the adapter, continue
with step 6.
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Select the adapter to be used for the SURFboard cable modem connection and then click Add. The Select
6
Network Component Type window is displayed:
7 Select the Protocol option and click Add. The Select Network Protocol window is displayed:
8 Click Microsoft in the Manufacturers section and click TCP/IP in the Network Protocol section of Select
Network Protocol window.
9 Click OK.
10 Click TCP/IP on the Network window. If there is more than one TCP/IP entry, choose the one for the Ethernet
card or USB port connected to the VoIP cable modem.
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Click Properties. The TCP/IP Properties window is displayed:
11
12 Click the IP Address tab.
13 Click Obtain an IP address automatically.
14 Click OK to accept the TCP/IP settings.
15 Click OK to close the Network window.
16 Click OK when prompted to restart your computer and click OK again.
When you complete TCP/IP configuration, go to “Verifying the IP Address in Windows 98 Second Edition, or
Windows Me” on page 30.
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Configuring TCP/IP in Windows 2000
1 On the Windows Desktop, click Start.
2 Select Settings and then Control Panel from the pop-up menus. The Control Panel window is displayed:
In the steps that follow, a connection number such as 1, 2, or 3 is a reference displayed on PCs with multiple
network interfaces. PCs having only one network interface may display only the label
Local Area Connection
3 Double-click the Network and Dial-u p Connections icon on the Control Panel window. The Network and
Dial-up Connections window is displayed:
4 Double-click Local Area Connection icon. The value of number varies from system to system. The Local
Area Connection number Status window is displayed:
.
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Click Properties. The Local Area Connection Properties window is displayed:
5
6 If Internet Protocol (TCP/IP) is in the list of components, TCP/IP is installed. You can skip to step 10.
If Internet Protocol (TCP/IP) is not in the list, click Install. The Select Network Component Type window is
displayed: Continue with step 7.
7 Click Protocol on the Select Network Component Type window and click Add. The Select Network Protocol
window is displayed:
8 Click Internet Protocol (TCP/IP) in the Network Protocol section on the Select Network Protocol window.
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Click OK. The Local Area Connection number Properties window is re-displayed.
9
10 On the Local Area Connection number Properties window, be sure the box next to Internet Protocol
(TCP/IP) is selected.
11 Click Properties. The Internet Protocol (TCP/IP) Properties window is displayed:
12 Be sure Obtain IP address automatically and Obtain DNS server address automatically are selected.
Click OK to accept the TCP/IP settings.
13 Click OK to close the Local Area Connection number Properties window.
14 Click OK when prompted to restart your computer and click OK again.
When you complete the TCP/IP configuration, go to “Verifying the IP Address in Windows 2000 or Windows XP”
on page 31.
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Configuring TCP/IP in Windows XP
1 On the Windows desktop, click Start to display the Start window shown.
2 Click Control Panel to display the Control Panel window. The display varies, depending on your Windows XP
view options. If the display is a Category view as shown below, continue with step 3. Otherwise, skip to
step 5.
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Click Network and Internet Connections. The Network and Internet Connections window is displayed.
3
4 On the Network and Internet Connections window, click Network Connections to display the LAN or
High-speed Internet connections. Skip to step 6.
5 If a classic view similar to below is displayed, click Network Connections to displa y the LAN or High-speed
Internet connections.
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Right-click on your network connection. If more than one connection is displayed, be sure to select the one for
6
your network interface.
7 Select Properties from the pop-up menu. The Local Area Connection Properties window is displayed:
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Select Internet Protocol (TCP/IP) and click Properties to display the Internet Protocol (TCP/IP) Properties
8
window:
9 On the Internet Protocol (TCP/IP) Properties window, verify that the settings are correct, as shown.
10 Click OK to close the TCP/IP Properties window.
11 Click OK to close the Local Area Connection Properties window.
When you complete the TCP/IP configuration, go to “Verifying the IP Address in Windows 2000 or Windows XP”
on page 31.
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Verifying the IP Address
The following subsections describe verifying an IP address. Perform the appropriate procedure for your Windows
version:
• “Verifying the IP Address in Windows 98 Second Edition, or Windows Me” on page 30
• “Verifying the IP Address in Windows 2000 or Windows XP” on page31
For a Macintosh or UNIX system, refer to your user guide.
Verifying the IP Address in Windows 98 Second Edition, or Windows Me
To check the IP address:
1 On the Windows Desktop, click Start.
2 Select Run. The Run window is displayed.
3 Type winipcfg.exe and click OK. A window similar to the example is displayed:
The example values for Adapter Address, IP Address, Subnet Mask, and Default Gateway on your PC will be
different than in the image above.
In Windows 98 Second Edition, if IP Autoconfiguration Address is displayed, call your service provider.
4 Select your adapter name — the Ethernet card or USB device.
5 Click Renew.
6 Click OK after the system displays an IP address.
If after performing this procedure your computer cannot access the Internet, call your cable provider for help.
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Verifying the IP Address in Windows 2000 or Windows XP
To check the IP address:
1 On the Windows Desktop, click Start.
2 Select Run. The Run window is displayed.
3 Type cmd and click OK.
4 Type ipconfig and press ENTER to display your IP configuration. A display, like below, indicates a normal
configuration:
If an Autoconfiguration IP Address is displayed as in the window below, there is an incorrect connection
between your PC and the VoIP cable modem or there are cable netwo r k problems.
Check:
• Your cable connections
• Whether you can see cable-TV channels on your television
After successfully verifying your cable connections and proper cable-TV operation, you can renew your IP
address.
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Renewing Your IP Address
To renew your IP address:
1 On the Windows Desktop, click Start.
2 Select Run. The Run window is displayed.
3 Type cmd and click OK.
4 Type ipconfig /renew and press ENTER. If a valid IP address is displayed as shown, Internet access should
be available.
5 Type exit and press ENTER to return to Windows.
If after performing this procedure your computer cannot access the Internet, call your cable provider for help.
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Cabling for Multiple Users
The SURFboard VoIP cable modem supports several multiple user configurations. Along with an optional hub or
router, it can serve as an Internet gateway for up to 31 computers.
Not all service providers support multiple user service. For information about multiple user service, contact your
cable provider.
Ethernet and USB
You can connect the USB port on one computer and the Ethernet port on another computer directly to the VoIP
cable modem, as shown.
Cable outlet
Coaxial cable
SURFboard VoIP
cable modem
USB cable
Ethernet cable
Computer
Computer
Caution
Do not connect both the Ethernet and USB cables to the same computer.
You can connect a single computer to the USB port and from one to 31 remaining us ers to an Ethernet hub, as
shown. You cannot connect more than one c omputer to the VoIP cable modem through the USB port.
Cable outlet
Coaxial cable
SURFboard VoIP
cable modem
USB cable
Computer
Ethernet cables
Ethernet cable
Ethernet hub
or switch
ComputerComputerComputer
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Ethernet
You can connect up to 31 computers to an Ethernet hub connected to a SURFboard VoIP cable modem, as
shown.
Cable outlet
Coaxial cable
SURFboard VoIP
cable modem
Ethernet cable
Ethernet hub
or switch
Ethernet cable
ComputerComputerComputer
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Troubleshooting
If the solutions listed here do not solve your problem, contact your cable provider. Before calling your service
provider, try pressing the reset button on the rear panel or unplugging and plugging in the VoIP cable modem
power cord. Resetting the VoIP cable modem may take 5 to 30 minutes. Your service provider may ask for the
status of the front-panel lights as described in “Front-Panel Lights and Error Conditions” on page 36.
Problem Possible Solutions
Green POWER light
is off
No telephone
service
Cannot send or
receive data
• Check that the power cord is properly plugged into the electrical outlet and the VoIP cable
modem.
• Check that the electrical outlet is working.
• If the Standby light is on, the Internet connection is off. Press the Standby button to
reconnect to the Internet.
• Check the connection between the SBV5120 and your telephone.
• If your telephone requires external power, check the AC power connection for your
telephone.
• Check the coaxial cable on the SBV5120 and the electrical outlet. Hand-tighten the cable
connectors if necessary.
• Check the lights on the front panel. Make sure the green power light is on. If it is not, check
that the power cord is properly plugged into the electrical outlet and the VoIP cable modem.
• If you have cable TV, check that your TV is working and the picture is clear. If you cannot
receive your regular TV channels, your telephone service will not func tion.
• Check the lights on the front p an el. Not e the first li ght f rom top t o bottom that is off. This light
indicates where the error occurred, as described in “Front-Panel Lights and Error
Conditions” on page 36.
• If all lights are off except the Standby and Tel 1/Tel 2 lights, the VoIP cable modem is in
Standby mode. Press the Standby button to reconnect your Internet service. The Standby
button does not affect the Tel 1/Tel 2 LEDs.
• If you have cable TV, check that your TV is working and the picture is clear. If you cannot
receive your regular TV channels, your data and telephone service will not function.
• Check the coaxial cable on the SBV5120 and the electrical outlet. Hand-tighten the cable
connectors if necessary.
• Check the IP address. Follow the steps in “Verifying the IP Address in Windows 98 Second
Edition, or Windows Me” on page 30 or “Verifying the IP Address in Windows 2000 or
Windows XP” on page 31. Call your cable provider if you need an IP address.
• Check that the USB or Ethernet cable is properly connected to the VoIP cable modem and
your computer.
Problems related to
unsuccessful USB
driver installation
SBV5120 VoIP Cable Modem User Guide 35
Remove the USB driver. Follow the instructions in one of:
• “Removing the USB Driver from Windows 98 Second Edition or Windows Me” on page 37
• “Removing the USB Driver from Windows 2000” on page 38
• “Removing the USB Driver from Windows XP” on page 40
Then perform “Running the Motorola USB Driver Removal Utility” on page 43.
Introduction Installation Troubleshooting Glossary License
Front-Panel Lights and Error Conditions
Light Turns Off During Startup If Turns Off During Normal Operation If
Power The VoIP cable modem is not properly plugged
into the power outlet
DS
(Receive)
US
(Send)
Online IP registration is unsuccessful The IP registration is lost
Tel 1 or
Tel 2
The receive channel cannot be acquired The receive channel is lost
The send channel cannot be acquired The send channel is lost
If the Tel light fails to flash during startup,
telephone line configuration has failed.
The VoIP cable modem is unplugged or is in standby
mode. Press the Standby button
Connected during a phone call and does not blink,
telephone connection is lost.
If a telephone line is properly connected and the Tel 1 or Tel 2 light remain s off, the line has not been set up for
service. Contact your service provider.
For more information about the lights, see “Top and Front Panel” on page 3.
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Removing
1 On the Windows Desktop, right-click one of:
the USB Driver from Windows 98 Second Edition or Windows Me
• In Windows 98 Second Edition, the Network Neighborhood icon
• In Windows ME, the My Network Places icon
The Network window is displayed:
Although your SURFboard VoIP cable modem model number may be different than in the images in this
guide, the procedure is the same.
2 Click the Motorola SURFboard USB Cable Modem and click Remove. The Network window no longer
displays Motorola SURFboard USB Cable Modem in the list:
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Click OK. The System Settings Change window is displayed:
3
4 Disconnect the USB cable from your computer or VoIP cable modem.
5 Click Yes to restart your computer.
6 Perform “Running the Motorola USB Driver Removal Utility” on page 43.
Removing
1 On your Windows desktop, click Start.
2 Click Settings.
3 Double-click Control Panel to display the Con trol Panel window:
the USB Driver from Windows 2000
4 Double-click System to display the System Properties window.
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Click the Hardware tab:
5
6 Click Device Manager to display the Device Manager window:
Although your SURFboard VoIP cable modem model number may be different than in the images in this
guide, the procedure is the same.
7 Double-click Network Adapters.
8 Click the Motorola SURFboard USB Cable Modem. The Uninstall icon is displayed on the window near the
top.
9 Click Uninstall. A window is displayed.
10 Click OK.
11 Close the Device Manager and Control Panel windows.
12 Perform “Running the Motorola USB Driver Removal Utility” on page 43.
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Removing the USB Driver from Windows XP
1 On the Windows desktop, click Start to display the Start window shown.
2 Click Control Panel to display the Control Panel window. The display varies, depending on your Windows XP
view options.
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If a Category view similar to the image under step 2 is displayed, click Performance and Maintenance.
3
Otherwise, skip to step 5.
4 Click System to display the System Properties win dow. Skip to step 6.
5 If a classic view similar to the following is displayed, click System to display the System Properties window:
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Click the Hardware tab to display the Hardware page:
6
7 Click Device Manager to display the Device Manager window:
Although your SURFboard VoIP cable modem model number may be different than in the images in this
guide, the procedure is the same.
8 Double-click Network adapters.
9 Click the Motorola SURFboard USB Cable Modem. The Uninstall icon is displayed on the window near the
top. Click Uninstall.
10 Close the Device Manager window and Control Panel windows.
11 Perform “Running the Motorola USB Driver Removal Utility” on page 43.
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Running the Motorola USB Driver Removal Utility
Before running the Motorola USB Driver Removal Utility, you must run the Windows Device Manager by
performing one of:
• “Removing the USB Driver from Windows 98 Second Edition or Windows Me” on page 37
• “Removing the USB Driver from Windows 2000” on page 38
• “Removing the USB Driver from Windows XP” on page 40
To run the Mo torola USB Driver Removal Utility:
1 Insert the SURFboard VoIP Cable Modem CD-ROM in the CD-ROM drive. After a short time, a window with
language choices is displayed.
2 Press the Esc key on the keyboard to exit the start-up screens.
3 To start Windows Explorer, click St art and select Run. On the Run window, type explorer and click OK.
Your Windows Explorer may appear different than in the image on this page. There are
variations between Windows versions and you can configure Windows Explorer as you like.
4 Double-click My Computer.
5 Double-click the Motorola CD icon (D: in the image).
6 Double-click remove or remove.exe to run the Remove utility from the SURFboard VoIP Cable Modem
CD-ROM. The Motorola USB Driver Removal window is displayed. Be sure the USB cable is disconnected.
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Click Remove Driver. A progress bar indicates that the driver is being removed.
7
The following window displays when the USB driver has been successfully removed:
8 Click Exit to exit the Motorola USB Driver Removal Utility.
or
Y ou can click Details to display informational messages about the files that were found and deleted, similar to
the ones shown. If necessary, scroll down to view the entire list. Click OK to close the details window:
Re-install the USB driver following one of:
• “Setting Up a USB Driver in Windows 98 Second Edition” on page 11
• “Setting Up a USB Driver in Windows 2000” on page 15
• “Setting Up a USB Driver in Windows Me” on page 18
• “Setting Up a USB Driver in Windows XP” on page 19
If you continue to have problems, contact your cable provider.
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Contact Us
If you need assistance while working with the SURFboard VoIP cable modem, contact your cable provider. For
more information about customer service, technical support, or warranty claims, see the Regulatory, Safety,
Software License, and Warranty Information card provided with the SURFboard VoIP cable modem.
For answers to typical questions, see “Frequently Asked Questions” on page 45.
For information about Motorola consumer cable products, education, and support, visit
www.motorola.com/broadband/consumers.
Frequently Asked Questions
Here are answers to questions our customers frequently ask.
Q Wh at is high-speed cable Internet access?
A Cable Internet access uses cable television wires instead of telephone lines to connect to the Internet. It is
extremely fast and affordable and does not tie up telephone lines for incoming or outgoing calls and faxes.
Q Wh at is voice over Internet Protocol (VoIP)?
A VoIP uses cable television wires instead of traditional telephone lines to provide voice and fax service.
Q How fast is a VoIP cable modem?
A A cable modem offers Internet access at speeds up to 100 times faster than a traditional phone modem. You
can experience speeds of over 1,000 Kbps. Network conditions such as traffic volume and the speed of the
sites you visit can affect download speeds.
Q Can I still watch cable TV while using my VoIP cable modem?
A Yes, your cable TV line can carry the TV signal while you send and receive information on the Internet.
Q What are CableLabs
®
Certified, DOCSIS® and Euro-DOCSIS?
A CableLabs Certified, DOCSIS, and Euro-DOCSIS are the industry standards for high-speed data distribution
over cable television system networks. They are intended to ensure that all compliant VoIP cable modems
interface with all compliant cable systems. Your Motorola SURFboard VoIP cable modem is DOCSIS or
Euro-DOCSIS certified.
Q Wh at is PacketCable?
A PacketCable
services over cable; for example, VoIP, multimedia conferencing, and interactive gaming.
™
is an evolving set of interface specifications for delivering advanced, real-time multimedia
Q If I have a VoIP cable modem, can I still use my old 28.8 Kbps or 56 Kbps modem?
A Y es! Although once you’ve experienced the speed of cable Internet access, you’ll never again want to wait for
traditional dial-up services.
Q I have more than one computer. Do I need more than one SURFboard VoIP cable modem?
A No, not if your computers are connected on a network. The SURFboard VoIP cable modem supports current
Internet connection sharing technologies to enable you to connect up to 31 computers to the Internet using a
single VoIP cable modem.
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Do I need to change my Internet service provider (ISP)?
Q
A Currently, most Internet service providers do not provide cable Internet access. Contact your cable company
for your specific information.
Q Do I need to subscribe to cable TV to get cable Internet access?
A No, but you will need to subscribe to cable Internet service. Some systems require that you subscribe to basic
service before you can get Internet access and/or offer a discount when you use your own VoIP cable
modem. Check with your local cable company for specific information.
Q What type of technical support is available?
A For questions about your Internet service, connection, or VoIP cable modem, contact your cable provider.
Q What do I do if my SURFboard VoIP cable modem stops working?
A “Troubleshooting” on page 35 provides tips to diagnose problems and simple solutions. If you continue to
have problems, contact your cable provider or Motorola as described in “Contact Us” on page 45.
SBV5120 VoIP Cable Modem User Guide 46
Glossary
Introduction Installation Troubleshooting Glossary License
coaxial cable
(coax)
DOCSIS The CableLabs Data-Over-Cable Service Interface Specification defines interface standards for
download To copy a file from one computer to another. You can use the Internet to download files from a
downstream In a network, downstream describes the direction of data received by your computer from the
Ethernet The most widely used type of local area network (LAN). The most commonly installed Ethernet
expansion slot An opening in a computer where a circuit board can be inserted to add new capabilities.
F-type connector A connector used to connect coaxial cable to equipment.
IP address An Internet Protocol address is an identifier for a computer or device on a TCP/IP network.
MAC address The Media Access Control Address uniquely identifies each device that can be connected to an
A type of wire consisting of a center wire surrounded by insulation and a grounded shield of
braided wire. The shield minimizes electrical and radio frequency interference.
VoIP cable modems and supporting equipment.
server to your home PC. A DOCSIS VoIP cable modem downloads its con figurat io n from a serv er
during start-up.
Internet.
networks are called 10Base-T. 10Base-T provides transmission speeds up to 10 megabits per
second (Mbps), usually over twisted-pair wire. Fast Ethernet (100Base-T) provides transmission
speeds up to 100 Mbps.
Networks using the TCP/IP protocol route messages based on the destination IP address. Your
cable provider assigns your VoIP cable modem an IP address to provide a continuous Internet
connection.
Ethernet network. It is permanently written to r ead-only memory (ROM) at the factory and printed
on the rear panel of your SURFboard V oIP cable modem. You need to provide the MAC address to
your cable provider .
MHz Mega Hertz. A measure of radio frequency - millions of cycles per second. One MHz means one
million cycles per second.
PBX A private branch exchange is a private telephone network usually us ed within a business. Users of
the PBX share a certain number of outside lines for making telephone calls external to the PBX.
PSTN The public switched telephone network is the traditional ci rcuit-switch ed, voice-orien ted teleph one
network originally invented by Alexander Graham Bell. It is sometimes referred to as plain old
telephone service (POTS).
RJ-11 The most common type of connector for household phones.
RJ-45 The most common type of connector for Ethernet networks.
splitter A splitter i s a device t hat divides t he signal power from an input cable equall y between two or more
signals, each carrying a selected frequency range.
TCP/IP Transmission Control Protocol/Internet Protocol is a set of protocols that provides standards and
rules for communication between networks.
upstream In a network, upstream describes the direction of data sent from your computer to the In ternet.
UPS An uninterruptible power supply provides a battery backup to enable voice service to continue for
some time during a power outage.
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USB Universal Seri al Bus is a computer interface for add-on devices such as printers, scanners, and
VoIP cable modems. When you connect your SURFboard VoIP cable modem to the USB port,
Windows 98 Second Edition and later versions automatically reco gnize the VoIP cable modem.
VoIP Voice over Internet Protocol is a method to exchange voice , fax, and other information over the
Internet. Voice and fax have traditionally been carried over traditional telephone lines using a
dedicated circuit for each line. VoIP enables calls to travel as discrete data packets on shared
lines.
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Software License
SURFboard Cable Modems
Motorola, Inc., Connected Home Solutions Business ("Motorola")
101 Tournament Drive
Horsham, PA 19044
IMPORTANT: PLEASE READ THIS SOFTWARE LICENSE (“LICENSE”) CAREFULLY BEFORE YOU INSTALL,
DOWNLOAD OR USE ANY APPLICATION SOFTWARE, USB DRIVER SOFTWARE, FIRMWARE AND RELATED
DOCUMENTATION (“SOFTWARE”) PROVIDED WITH MOTOROLA’S CABLE DATA PRODUCT (THE “CABLE DATA
PRODUCT”). BY USING THE CABLE DATA PRODUCT AND/OR INSTALLING, DOWNLOADING OR USING ANY OF
THE SOFTWARE, YOU INDICATE YOUR ACCEPTANCE OF EACH OF THE TERMS OF THIS LICENSE. UPON
ACCEPTANCE, THIS LICENSE WILL BE A LEGALLY BINDING AGREEMENT BETWEEN YOU AND MOTOROLA.
THE TERMS OF THIS LICENSE APPLY TO YOU AND TO ANY SUBSEQUENT USER OF THIS SOFTWARE.
IF YOU DO NOT AGREE TO ALL OF THE TERMS OF THIS LICENSE (I) DO NOT INSTALL OR USE THE SOFTWARE
AND (II) RETURN THE CABLE DATA PRODUCT AND THE SOFTWARE (COLLECTIVELY, “PRODUCT”), INCLUDING
ALL COMPONENTS, DOCUMENTATION AND ANY OTHER MATERIALS PROVIDED WITH THE PRODUCT, TO YOUR
POINT OF PURCHASE OR SERVICE PROVIDER, AS THE CASE MAY BE, FOR A FULL REFUND. BY INSTALLING
OR USING THE SOFTWARE, YOU AGREE TO BE BOUND BY THE PROVISIONS OF THIS LICENSE AGREEMENT.
The Software includes associated media, any printed materials, and any “on-line” or electronic documentation. Software
provided by third parties may be subject to separate end-user license agreements from the manufacturers of such Software.
The Software is never sold. Motorola licenses the Software to the original customer and to any subsequent licensee for
personal use only on the terms of this License. Motorola and its 3
You may:
USE the Software only in connection with the operation of the Product.
TRANSFER the Software (including all component parts and printed materials) permanently to another person, but only
if the person agrees to accept all of the terms of this License. If you transfer the Software, you must at the same time
transfer the Product and all copies of the Software (if applicable) to the same person or destroy any copies not
transferred.
TERMINATE this License by destroying the original and all copies of the Sof tware (if applicable) in whatever form.
You may not:
(1) Loan, distribute, rent, lease, give, sublicense or otherwise transfer the Software, in whole or in part, to any other
person, except as permitted under the TRANSFER paragraph above. (2) Copy or translate the User Guide included with
the Software, other than for personal use. (3) Copy, alter, translate, decompile, disassemble or reverse engineer the
Software, including but not limited to, modifying the Software to make it operate on non-compatible hardware. (4)
Remove, alter or cause not to be displayed, any copyright notices or startup message contained in the Software programs
or documentation. (5) Export the Software or the Product components in violation of any United States export laws.
The Product is not designed or intended for use in on-line control of aircraft, air traffic, aircraft navigation or aircraft
communications; or in design, construction, operati on or mai nte nance of a ny nucl ear f acili ty. MOTOROLA AND ITS 3
PARTY LICENSORS DISCLAIM ANY EXPRESS OR IMPLIED WARRANTY OF FITNESS FOR SUCH USES. YOU
REPRESENT AND WARRANT THAT YOU SHALL NOT USE THE PRODUCT FOR SUCH PURPOSES.
Title to this Software, including the ownership of all copyrights, mask work rights, patents, trademarks and all other
intellectual property rights subsisting i n the foregoin g, and all a daptat ions to and mod ifications of the forego ing shall at all
times remain with Motorola and its 3
License. The Software, including any images, graphics, photographs, animation, video, audio, music and text
incorporated therein is owned by Motorola or its 3
international treaty provisions. Except as otherwise expressly provided in this License, the copying, reproduction,
distribution or preparation of derivative works of the Software, any portion of the Prod uct or the documentation is strictly
prohibited by such laws and treaty provisions. Nothing in th is License constitutes a waiver of Motorola’s rights under
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This License and your rights regarding any matter it addresses are gov erned by the laws of the Commonwealth of
Pennsylvania, without reference to conflict of laws principles. THIS LICENSE SHALL TERMINATE AUTOMATICALLY if
you fail to comply with the terms of this License.
Motorola is not responsible for any third party software provided as a bundled application, or otherwise, with the Software.
U.S. GOVERNMENT RESTRICTED RIGHTS
The Product and documentation is provided with RESTRICTED RIGHTS. The use, duplication or disclosure by the
Government is subject to restrictions as set forth in subdivision (c)(1)(ii) of The Rights in Technical Data and Computer
Software clause at 52.227-7013. The contractor/manufacturer is Motorola, Inc., Connected Home Solutions Business,
101 Tournament Drive, Horsham, PA 19044.
rd
party licensors. Motorola retains all rights not expressly licensed under this
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SBV5120 VoIP Cable Modem User Guide 49
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www.motorola.com
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