Motorola SURFboard Cable Modem User Manual

SURFboard Cable Modem User Guide

SURFboard Cable Modem User GuideSURFboard Cable Modem User Guide

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Title

Introduction

Introduces your SURFboard cable modem and the controls on theTop and Front Panel and Rear Panel.

Before You Begin

Lists theitems needed to install your SURFboard cable modem and describes

Precautions, Signing Up forService,andComputer System Requirements.

Installation and Configuration Overview

Provides an overview and links to cableand configure yourSURFboard cable modem, including SettingUpaUSBDriver.

Troubleshooting

Provides suggestions to fix common problems.

Provides contact information.

Frequently Asked Questions

Provides answers to common questions about the SURFboard cable modem.

SURFboard

Cable Modem

WARNING:TO PREVENT FIRE OR SHOCK HAZARD, DO NOT EXPOSE THIS DEVICE TO RAIN OR MOISTURE. T HE DEVICE SHALL NOT EXPOSED TO DRIPPING OR SPLASHING AN D NO OBJECTS F ILLED WITH LIQUIDS, SUCH AS VASES, SHALL BE PLACED ON THE DEVICE.

CAUTION: TO ENSURE REGULATORY AND SAFETY COMPLIANCE, USE ONLY THE PROVIDED POWER AND INTERFACE CABLES. TO PREVENT ELECTRICAL SHOCK, DO NOT USE THIS PLUG WIT H AN EXTENSION CORD, RECEPTACLE, OR OTHER OUTLET UNLESS THE BLADES CAN BE FULLYINSERTED TO PREVENT BLADE EXPOSURE.

CAUTION: DO NOT OPEN THE CABLE MODEM. DO NOT PERFORM ANY SERVICING OTHER THAN THAT CONTAINED IN THE INSTALLATION AND TROUBLESHOOTING INSTRUCTIONS UNLESS YOU ARE QUALIFIED TO DO SO. REFER ALL SERVICING TO QUALIFIED SERVICE PERSONNEL.

It is recommended t hat the customer install an AC surge arrestor 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.

This product was qualified under test conditions that included the use of the supplied cable between system components. To be in compliance with regulations,the user must use this cable and install it properly.

Different types of cord sets may be used for connections to the main supply circuit. Use only a main line cord that complies with all applicable product safety requirements of the country of use.

Installation of this product must be in accordance with national wiring codes. To prevent overheating, do not block the ventilation holes on the sides of the cable modem. Wipe the 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.

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ii SURFboardCable Modem User Guide

This product is provided with a separate Regulatory and Safety I nformation and Software License and Warranty Information card. If one i s not provided with this product, please ask your service provider or point-of-purchase representative, as the case may be.

■ THIS PRO DUCT IS IN COMPLIANCE WITH ONE OR MORE OF THE STANDARDS LISTED ON THE REGULATORY AND SAFETY

INFORMATION CARD. NOT ALL STANDARDS APPLY TO ALL MODELS.

■ NO WARRANTIES OF ANY KIND ARE PROVIDED BY MOTOROLA W ITH RESPECT TO THIS PRODUCT, EXCEPT AS STATED ON THE

SOFTWARE LICENSE AND WARRANTY I NFORMATION CARD. MOTOROLA’ S WARRANTIES DO NOT APPLY TO PRODUCT THAT HAS BEEN REFURBISHED OR REISSUED BY YOUR SERVICE PROVIDER.

Copyright © 2002 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 make changes in content from time to time without obligation 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.

MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. Microsoft and Windows are registered trademarks and trademarks of Netscape andNavigator areregistered trademarks of other

Microsoft Corporation. Microsoft Windows screen shots are used by permission of Microsoft Corporation. Macintosh is a registered

product or service names are the property of their respective owners. © Motorola, Inc. 2002.

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Netscape Communications Corporation

. UNIX is aregistered trademark of the Open Groupinthe United States and other countries. All

iii SURFboardCable Modem User Guide

Windows Me and Windows XP are trademark

of Apple Computer, Inc.

Contents

Introduction ..............................................................................................................................1

Top a nd Front Panel .................................................................................................................2

Rear Panel .................................................................................................................................3

Before You Begin .....................................................................................................................4

Precautions ............................................................................................................................... 5

Signing Up for Service .............................................................................................................6

Computer System Requirements ............................................................................................7

Ethernet Card ........................................................................................................................7

USB Connection ...................................................................................................................7

Installation and Configuration Overview ...............................................................................8

Cabling a nd Startup for a Single User ....................................................................................9

Setting Up a USB Driver ........................................................................................................1 1

Setting Up a USB Driver in Windows 98 ..............................................................................12

Setting Up a USB Driver in Windows 2000 ..........................................................................16

Setting Up a USB Driver in Windows Me .............................................................................20

Setting Up a USB Driver in Windows XP ..............................................................................21

Configuring TCP/IP ................................................................................................................22

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iv SURFboard Cable Modem User Guide

Configuring TCP/IP in Windows 95, 98, or M e .....................................................................23

Configuring TCP/IP in Windows 2000 or XP ........................................................................26

Verifying the IP Address in Windows 95, 98, or Me ...........................................................30

Verifying the IP Address in Windows 2000 or XP ...............................................................3 1

Cabling for Mu ltiple Users .....................................................................................................33

Ethernet and USB ...............................................................................................................33

Ethernet ..............................................................................................................................34

Troubleshooting .....................................................................................................................35

Front-Panel Lights and Error Conditions .............................................................................37

Removing the USB Driver from Windows 98 or Me ............................................................38

Removing the USB Driver from Windows 2000 ...................................................................42

Removing the USB Driver from Windows XP ......................................................................4 7

Contact Us ..............................................................................................................................54

Frequently Asked Questions .................................................................................................5 5

Glossary ..................................................................................................................................57

Software License ....................................................................................................................59

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v SURFboard Cable Modem User Guide

Introduction Before You Begin Installation & Configuration FAQ

Troubleshooting

Introduction

Glossary License

Easier!

Unlike dial-upmodems or ISDN, you’re always on, always connected. For easiest set-up, use the Installation Assistant on the SURFboard Cable Modem CD- ROM.

Faster!

Your cable modem is up to 100 times faster than a dial-up modem. 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.

Better!

Your cable modem is made by the company with over 50 years of cable TV expertise.

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Congratulations,you have a new Motorola®SURFboard cable modem! It pr ovides high-speedaccessto theInternetandotheronlineservices.Thiscablemodem transmits and receives data much faster than traditional dial-up or I SDN modems. Unlike a dial-up modem, your SURFboard cable m odem is always online. Just open your browser and

surf!

You can use your high-speed, upgradeable cable modem to connect one or more computers in your home or business to the Internet.You can connect:

■ A single c omputer equipped with a Universal Serial Bus (USB) port directly to the

USB port on the SURFboard cable modem

■ AsinglecomputerequippedwithanEthernetadapterdirectlytothe Ethernetporton

the SURFboard cable modem

■ Two computers; one to the USB port and one to the Ethernet port

■ Up to 32 computers to a single SURFboard cable modem using an Ethernet hub

1 SURFboard Cable Modem User Guide

Introduction Before You Begin Installation & Configuration FAQ

Troubleshooting

Glossary License

The model number and Standbybutton position on your cable modem may be different than in the illustrations and screen images in this guide.

2 3 4 5 6 7

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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 and the Standby button l ights. All other lights turn off until you press the Standby button again. The Standby button may be

located on the top of the SURFboard cable modem (as illustrated) or on the front.

The l ights provide information about power, communications, and errors:

Key Light Flashing On

2PowerStartupdiagnostics in progress The cable modem is powered on 3 Receive Scanning for a receive

(downstream) channelconnection

4Send Scanning for a send (upstream)

channel connection.

5OnlineScanning for a network

connection

6 Activity Transmitting or receiving data Transferringa large amount of data 7 Standby This light does not flash Internetservice is blocked because

During normal operation, the Power, Receive, Send, and Online lights are on and the Activity light flashes when the cable modem is transferring data.

2 SURFboard Cable Modem User Guide

The downstream channel is connected

The upstream channel is connected

The startup process is complete

the Standby button was pressed. If this light is on, all other lightsare off.

Introduction Before You Begin Installation & Configuration FAQ

Troubleshooting

Rear Panel

The rear panel provides cabling connectors, status lights, and the power receptacle.

Key Item Description

1 The Ethernet port provides a connection to Ethernet equipped computers

using a cable terminated with an R J-45 connector. The adjacent lights are:

LINK/ACT — On when the Ethernet connection is available. It blinks during

data transfer.

100 — On if there is a 100Base-T link and off for a 10Base-T link.

1 2

3 4

2USBTheUSB port provides a connection to USB equipped computers. 3

•

4 CABLE The CABLE port provides a connection to the coaxial cable (coax) outlet. 5POWERThe POWER connectorprovides power to the cable modem.

If you experience a problem, you can push this recessed button to reset the cable modem (see “Troubleshooting” on page 35). Resetting may take 5 to 30 minutes because the cable modem must find and lock on the appropriate communications channels.

Glossary License

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Introduction Before You Begin Installation & Configuration FAQ

Troubleshooting

Before You Begin

Before you begin the i nstallation, check that you received the following items with your SURFboard cable modem:

Item Description

Power cord Connects the SURFboard cable modem to the AC

electrical outlet

10/100Base-T Ethernet cable

USB cable Connects to the USB port

Connects to the Ethernetport

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SURFboardCable Modem CD-ROM

You will need 75-ohm coaxial cable (coax) with F-type connectors to connect your cable modem to the nearest cable outlet. I f a TV is connected to the cable outlet, you may need a 5-900 MHz RF splitter and two additional coaxial cables to use both the TV and the cable modem. The coaxial cable and RF splitter are availableat consumer electronic stores.

4 SURFboard Cable Modem User Guide

Containsthe User Guide and USB drivers

Introduction Before You Begin Installation & Configuration FAQ

Troubleshooting

Precautions

To avoid damaging your cable

modem or PC with static electricity:

Always make the

wall connection first.

Beforeyou connect or disconnect the USB or Ethernet cable, always touch the coaxial cable connector on the cable modem.

Postpone cable modem installation until there is no risk of thunderstorm or lightning activity in the area.

To avoid damaging the cable modem with static electricity:

■ Alwaysfirst connect the coaxial cable to the grounded cable TV wall outlet.

■ Beforeyou connect or disconnect the USB or Ethernet cable from your cable

modem or PC, always t ouch the coaxial cable connector on the cable modem to

release any static charges. To prevent overheating the cable modem, do not block the ventilation holes on its sides. Do not open the cable modem. Refer all service to your cable service provider. Wipe t he cable modem with a clean, dry cloth. Never use cleaning fluid or sim ilar

chemicals. Do not spray cleaners directly on the unit or use forced air to remove dust.

Glossary License

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5 SURFboard Cable Modem User Guide

Introduction Before You Begin Installation & Configuration FAQ

Troubleshooting

Signing Up for Service

You must sign up with a cable service provider to access the Internet and other online services.

To activate your service, call your local cable service provider.

You need to provide the MAC address printed on the bar code label marked HFC MAC ID on the rear panel. Youcan r ecord your cable modem MAC address here:

00 : ______ : ______ : ______ : ______ : ______ You should ask your cable service provider the following questions:

■ Do you have any special system requirements?

■ When can I begin to use my 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?

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Troubleshooting

Computer System Requirements

Glossary License

Youcan use any web browser such as Microsoft Internet Explorer or Netscape®Navigator®with your SURFboard cable modem.

For MicrosoftWindowscomputers, the Installation Assistant applicationautomaticallychecks your system configuration. Assistant from the Main Menu on the SURFboard Cable Modem

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You can start the Installation

CD-ROM.

Your SURFboard cable modem is compatiblewith Microsoft Windows®,Macintosh®,and

UNIX

computers.

Ethernet Card

You c an use the Ethernet connection with any Windows, Macintosh, or UNIX computer equipped with a 10Base-T or 10/100Base-TEthernet card.

Windows 95, UNIX, or Macintosh computers must use the Ethernet connection. If you use an Ethernet card, it must be installedin your computer before you install the

cable modem. If it is not installed, follow the installation instructions provided with your Ethernet card.

USB Connection

You c an use the USB connection with any PC running Windows 98, 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 Cable Modem CD-ROM .

You c an upgrade the USB drivers from the Internet. For i nformation, check our website

http://www.motorola.com/broadband.

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Introduction Before You Begin Installation & Configuration FAQ

Troubleshooting

Installation and Configuration Overview

Glossary License

To connect a single PC running Microsoft Windows to a SURFboard cable modem, we recommend using the InstallationAssistantapplication

You can start the Installation Main Menu on the SURFboard Cable Modem CD-ROM. In most cases, the Installation automaticallyconfigures your cable modem

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Assistantfrom the

Assistant

To install and configure your cable modem for a single PC running Microsoft Windows, you can use the Installation

Otherwise, to install and configure your cable modem:

Assistant.

1 Install the cables as described in one of:

■ “Cabling and Startup for a Single User” on page 9

■ “Cabling for Multiple Users” on page 33

2 IfyouareusingtheUSB port only,goto“Setting Up a USB Driver” on page 11.

Ethernet users can skip this step.

3 Configure TCP/IP and verify the IP address for your computer following one of:

■ “Configuring TCP/IP” on page 22

■ Your Macintosh or UNIX user manual

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Troubleshooting

Cabling and Startup for a Single User

Allow 5 to 30 minutes to power up the first time because the SURFboard cable modem must find and lock on the appropriate channels for communications.

1 Be sure your computer is on and the cable modem is unplugged. 2 Connect one end of the coaxial cable to the c able outlet or splitter. Connect the

other end of the coaxial cable to the CABLE connector on the cable modem.

Hand-tighten the connectors to avoid damaging them.

To cable outlet (step 2)

To electrical outlet (step 4)

SURFboard cable modem

3 Insert the SURFboard Cable Modem CD-ROM into your CD-ROM drive. 4 Plug the power cord into the POWER connector on the cable modem and the

electrical outlet. This turns your SURFboard cable modem on. You do not need to

unplug it when not in use.

5 Check that the lights on the front of the cable modem cycle through this sequence:

■ Powerflashesduringtheself-testandchangestosolid green when the self-test

is successfully complete.

■ Receiveflashes while scanning for the receive channel and changes to solid

green when the receive channel is locked.

■ Send flashes while scanning for the send channel and changes to solid green

when t he send channel is locked.

■ Onlineflashes while the cable modem downloads configuration data and

changes to solid green when the download is complete.

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Troubleshooting

Cabling and Startup for a Single User, continued

Glossary License

Caution

Do not connect both the Et hernet and USB cables to the same computer.

Connect to either

Ethernet or USB

Computer SURFboard cable modem

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6 Connect your computer to the cable modem using USB or Ethernet:

USB: Be sure the SURFboard Cable Modem CD-ROM is inserted in your CD-ROM

drive. Connect the USB cable to the USB port on the cable modem. Connect the

other end to the USB port on your computer. Then per form “Setting Up a USB

Driver” on page 11.

Ethernet: Connect the provided straight-throughEthernet cable to the Ethernet

connector on the 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 22.

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Troubleshooting

Setting Up a USB Driver

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Be sure the SURFboard Cable Modem CD-ROM is inserted in your CD-ROM drive before you plug in the USB cable.

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The f ollowing subsections describe setting up a USB driver. Perform the appropriate procedure for your Windows version:

■ “Setting Up a USB Driver in Windows 98” on page 12

■ “Setting Up a USB Driver in Windows 2000” on page 16

■ “Setting Up a USB Driver in Windows Me” on page 20

■ “Setting Up a USB Driver in Windows XP” on page 21

The SURFboard cable modem USB driver does not support Macintosh or UNIX computers. For those systems, you can connect through Ethernet only.

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Troubleshooting

Setting Up a USB Driver in Windows 98

Be sure the SURFboard Cable Modem CD- ROM is inserted in your CD- ROM drive before you plug in the USB cable. This CD contains the USB drivers and must be

inserted and read by t he PC before you connect the cable modem to the PC. A few seconds after you complete the USB connection, the Add New Hardware Wizard

window is displayed.

1 Click Next. 2 Be sure “Search for the best driver for your device” is selected as in the window at

bottomleft.

3 Click Next.

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Troubleshooting

Setting Up a USB Driver in Windows 98, continued

4 Be sure “CD-ROM drive” is the only box checked, as in the window at top left. 5 Click Next. The message “Please wait while Windows searches for a new driver f or

this device”is displayed.

If your computer successfully locates the driver, you can skip to step 8.

6 If your computer does not locate the dr iver, the previous window is displayed again.

Select Specify a location and type the location of your CD-ROM drive as shown at

bottomleft.

To load the driver successfully, you may need to clickBrowse to manually select the

NetMotCM.sys file on the CD-ROM.

7 Click Next.

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Troubleshooting

Setting Up a USB Driver in Windows 98, continued

8 Select The updated driver... and click Next.

If this window is not displayed, verify that the SURFboard 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 installationand perform the procedure for “Removing the

USB Driver from Windows 98 or Me” on page 38. Then repeat this procedure.

9 After the window at bottom left is displayed, click Next.

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 one below is displayed, Windows 98 system

files are needed to complete the installation. To install the files, insert your

Windows 98 CD-RO M is in the CD-ROM drive and click OK.

Althoughyour SURFboard cable modem model number may be different than in the images in this guide, the procedure is the same.

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Troubleshooting

Setting Up a USB Driver in Windows 98, continued

After all the necessary files are loaded, the window at upper left is displayed

confirming a successful installation.

10 Click Finish. The window at bottom left is displayed. 11 Click Yes to restart your computer.

When you finish setting up the USB driver,youcancontinuewith“ConfiguringTCP/IP” on page 22.

If you have difficultiessetting up the USB driver, perform “Removing the USB Driver from

Windows 98 or Me” on page 38 and repeat this procedure. I f that does not correct your

problem, see the Software License and Warranty Information card provided with your SURFboard cable modem for informationabout obtainingwarranty service.

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