Arris SURFboard SBG6950AC2 User Manual Download Page 4

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PN 365-095-31684 x.2

SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide

Change Your Wi-Fi Network Name (SSID) ....................................................................... 40

Protecting & Monitoring Your Wi-Fi Network ......................................................... 43

Prevent Unauthorized Access .......................................................................................... 43

Change the Default User Password ................................................................................. 43

Set Up Firewall Protection ............................................................................................... 45

Set Up Parental Controls ................................................................................................. 47

Set Up IP Filtering ............................................................................................................ 47

Set Up MAC Address Filtering .......................................................................................... 49

Set Up Port Triggers ......................................................................................................... 50

Set Up the DMZ Host ....................................................................................................... 51

Managing Your Wi-Fi Cable Modem and Connected Networks ............................... 53

View the Wi-Fi Cable Modem Status and Network Connection ..................................... 53

View the Wi-Fi Cable Modem Product and Status Information ...................................... 54

Back Up Your Wi-Fi Cable Modem Configuration ........................................................... 56

Restore the Wi-Fi Cable Modem Configuration Settings ................................................ 56

Reset the Wi-Fi Cable Modem Configuration Settings .................................................... 57

Exit the Wi-Fi Cable Modem Web Manager .................................................................... 58

10.

Troubleshooting Tips .............................................................................................. 59

Solutions .......................................................................................................................... 59

Front Panel LED Icons and Error Conditions .................................................................... 60

11.

Warranty Information ............................................................................................. 61

Summary of Contents for SURFboard SBG6950AC2

Page 1: ...SURFboard DOCSIS 3 0 Wi Fi Cable Modems with McAfee Secure Home Internet SBG6950AC2 SBG7400AC2 SBG7600AC2 User Guide June 2018 Copyright 2018 ARRIS Enterprises LLC All rights reserved ...

Page 2: ...cument to refer to either the entities claiming the marks or the names of their products ARRIS disclaims proprietary interest in the marks and names of others Wi Fi Alliance Wi Fi the Wi Fi logo the Wi Fi CERTIFIED logo Wi Fi Protected Access WPA the Wi Fi Protected Setup logo and WMM are registered trademarks of Wi Fi Alliance Wi Fi Protected Setup Wi Fi Multimedia and WPA2 are trademarks of Wi F...

Page 3: ...Installing the Wi Fi Cable Modem 18 Connect Your Wi Fi Cable Modem and Computer 18 Establish an Internet Connection 19 5 Setting Up a Wi Fi Network Connection 21 Set Up a Wi Fi Network Connection Using Your Mobile Device 21 Set Up a Wi Fi Network Connection Using Your Client Device 23 Quick Connect Using the Windows Taskbar 24 Connect Using the Windows Control Panel 26 Connect Your WPS Enabled Dev...

Page 4: ...47 Set Up MAC Address Filtering 49 Set Up Port Triggers 50 Set Up the DMZ Host 51 9 Managing Your Wi Fi Cable Modem and Connected Networks 53 View the Wi Fi Cable Modem Status and Network Connection 53 View the Wi Fi Cable Modem Product and Status Information 54 Back Up Your Wi Fi Cable Modem Configuration 56 Restore the Wi Fi Cable Modem Configuration Settings 56 Reset the Wi Fi Cable Modem Confi...

Page 5: ...n the device This device was qualified under test conditions that included the use of the supplied cables between system components To ensure regulatory and safety compliance use only the provided power and interface cables and install them properly Different types of cord sets may be used for connections to the main POWER supply circuit Use only a main line cord that complies with all applicable ...

Page 6: ...ectric shock from lightning For added protection unplug the device from the wall outlet and disconnect the cables to avoid damage to this device from lightning and power surges Do not use this product near water For example near a bathtub washbowl kitchen sink laundry tub swimming pool or in a wet basement Do not use the telephone to report a gas leak in the vicinity of the leak Do not cover the d...

Page 7: ... to try to correct the interference by one or more of the following measures Reorient or relocate the receiving antenna Increase the separation between the device and receiver Connect the equipment into an outlet on a circuit different from that to which the receiver is connected Consult the dealer or an experienced radio TV technician for help This device complies with Part 15 of the FCC Rules Op...

Page 8: ...Restrictions on the Use of Wireless Devices In some situations or environments the use of wireless devices may be restricted by the proprietor of the building or responsible representatives of the organization For example using wireless equipment in any environment where the risk of interference to other devices or services is perceived or identified as harmful If you are uncertain of the applicab...

Page 9: ...toring Your Wi Fi Network page 42 in this guide for more information or visit the ARRIS Support website at www arris com selfhelp Caring for the Environment by Recycling Your ARRIS Equipment Please do not dispose of this product or any included electronic accessories i e power supply or battery with your residential or commercial waste ARRIS devices may be disposed of through the ARRIS Product Rec...

Page 10: ...vailable online at www arris com selfhelp Your SURFboard device is a combination DOCSIS 3 0 cable modem and four port Ethernet router with Wi Fi It uses DOCSIS 3 0 technology to provide ultra high speed Internet access on your home or small business network Using the connection capabilities of the Wi Fi cable modem you can connect your computer and other network enabled devices via the four Ethern...

Page 11: ...dem Support Information Card Provides contact information for obtaining technical support assistance with any issues you may have with your Wi Fi cable modem Wi Fi Cable Modem Quick Start Guide Provides information for installing your Wi Fi cable modem and setting up a secure Wi Fi network connection on your home or small business network Additional Items Needed Not Included The following items ar...

Page 12: ... Windows 8 Windows 8 1 Windows 7 Service Pack 1 SP1 Note Although older versions of Microsoft Windows operating systems are no longer specifically supported they should still function with this model Mac 10 4 or higher UNIX Linux Contact Information For technical support and additional ARRIS product information Visit the ARRIS Support website www arris com selfhelp Call ARRIS Technical Support 1 8...

Page 13: ...SBG6950AC2 SBG7400AC2 SBG7600AC2 Front Views Table 2 Wi Fi Cable Modem Front Panel LED Icons LED Icon Blinking On Solid Not applicable icon does not blink Power is properly connected Scanning for upstream send and downstream receive channel connections Upstream Send and Downstream Receive channels are connected Scanning for an Internet connection Wi Fi cable modem is connected to the network ...

Page 14: ...plies 5 GHz wireless connection is made between your Wi Fi cable modem and a Wi Fi enabled device on your home network for example Wi Fi telephone tablet or laptop The WPS Pairing process between your Wi Fi cable modem and the WPS enabled device was successful The WPS Pairing process either failed or did not complete after two minutes WPS Pairing process is underway between your Wi Fi cable modem ...

Page 15: ...ation settings To reboot or restart your Wi Fi cable modem 1 Insert the end of a paper clip or other small object with a narrow tip into the Reset opening on the rear panel of your Wi Fi cable modem 2 Press and hold the indented Reset button for three to four seconds only 3 Remove the paper clip or small object from the Reset opening To reset your Wi Fi cable modem configuration back to the factor...

Page 16: ...password Wi Fi network name SSID and other configuration settings You should first back up your Wi Fi cable modem configuration files before resetting your Wi Fi cable modem See Back Up Your Wi Fi Cable Modem Configuration page 56 for more information 10 100 1000 Four one gigabit Ethernet ports for RJ 45 network cable connections Green LED is ON Indicates a data transfer rate of one gigabit per se...

Page 17: ...located on the bottom of your Wi Fi cable modem It contains the Wi Fi cable modem information that you may need when contacting your service provider or ARRIS Technical Support page 12 To receive Internet service contact your service provider for assistance You may have to provide the following information listed on the Wi Fi cable modem label Wi Fi cable modem Model name SBG6950AC2 SBG7400AC2 or ...

Page 18: ...available in your area To set up a wireless network you will need a high speed Internet connection provided by an Internet service provider Note When contacting your service provider you may need your Wi Fi cable modem information listed on the Wi Fi Cable Modem label on the bottom of your Wi Fi cable modem see Wi Fi Cable Modem Label page 17 Choose a location in your home where your computer and ...

Page 19: ...t you want to install as a wired connection on your home network 5 Connect the power cord to the Power port on the rear of your Wi Fi cable modem 6 Plug the other end of the power cord into an electrical wall outlet that is not controlled by a wall switch Note This automatically powers ON your Wi Fi cable modem There may be up to a 15 second delay for the Power LED on the Wi Fi cable modem front p...

Page 20: ...tivation 3 After your Wi Fi cable modem is activated or provisioned open a web browser such as Internet Explorer Google Chrome Firefox or Safari on your computer 4 Type a valid URL such as www surfboard com in the address bar and then press Enter The ARRIS website should open If the website did not open please contact your service provider for assistance 5 Check that the Power Send Receive and Onl...

Page 21: ...sonal computer are connected to the Internet There are four network connections options available to set up your Wi Fi network connection on your home network Choose one of the following connection options Set Up a Wi Fi Network Connection Using Your Mobile Device recommended Set Up a Wi Fi Network Connection Using Your Client Device Quick Connect Using the Windows Taskbar Connect Using the Window...

Page 22: ... device The ARRIS SURFboard Manager will be installed on your device soon message displays 4 Tap OK The following ARRIS SURFboard Manager window displays Figure 7 ARRIS SURFboard Manager Mobile App Open Screen Note After the download is finished the ARRIS SURFboard Manager mobile app shortcut will be added to your mobile device Home or Apps screen 5 Tap OPEN to launch the SURFboard Manager mobile ...

Page 23: ...Connect Using the Windows Control Panel The steps for setting up your Wi Fi network connection may differ slightly depending on the version of Microsoft Windows running on your client device The steps used in this section apply to Windows 7 Android Device From any screen on your client device 1 Select to open the Settings screen 2 Select Wi Fi to turn it ON Your device will automatically search an...

Page 24: ... network from the list to connect it If your Wi Fi connection is successful will display next to the Wi Fi network name Note For more information on setting up your Wi Fi network connections refer to the user documentation for your specific client device Quick Connect Using the Windows Taskbar 1 From the Windows taskbar on your computer click the Wi Fi Link icon see Figure 9 to open the list of av...

Page 25: ...ed on the Wi Fi cable modem label when installing the Wi Fi cable modem and setting up your first Wi Fi network connection You can change the SSID after your network connections are up and running See Change Your Wi Fi Network Name SSID page 39 for more information Figure 11 Sample Wi Fi Network Connection Screen 3 Select Connect automatically to set up your Wi Fi devices to automatically connect ...

Page 26: ...formation on creating user passwords If you have already changed your Wi Fi network password using the Wi Fi cable modem Web Manager enter that password in the Security key field Figure 13 Network Connection Create Network Password Window 6 Select Hide characters and then click OK to encrypt your network password Connect Using the Windows Control Panel 1 From the Windows taskbar on your computer c...

Page 27: ...ate a network profile to open another Manually Connect to a Wireless Network window Figure 16 Manually Connect to a Wireless Network Window 6 Enter the Wi Fi cable modem Wi Fi network name or SSID ARRIS for your Wi Fi cable modem in the Network name field The default SSID is listed on the Wi Fi cable modem label on the bottom of your Wi Fi cable modem Note You have the option to change your Wi Fi ...

Page 28: ...ate a more secure password See Prevent Unauthorized Access page 42 for more information 10 Select Hide characters checkbox to prevent your Security Key network password from displaying in the field 11 Select Start this connection automatically so that your Wi Fi devices will automatically connect to your Wi Fi network when they are powered on 12 Click Next to complete the Wi Fi network setup The S...

Page 29: ...t Wi Fi connections were established for your Wi Fi cable modem and the other Wi Fi devices on your home network 1 Check if your Wi Fi devices successfully connected to your Wi Fi network then disconnect the Ethernet cable if connected from your computer and Wi Fi cable modem 2 Check that the Wireless LED on your Wi Fi cable modem front panel is lit SOLID green 3 Open a web browser on your compute...

Page 30: ...ified This may be due to some restrictions set up by your service provider to prevent unauthorized changes to certain configuration parameters Start the Wi Fi Cable Modem Web Manager Note You must use the default user name and password see step 3 if you are logging on to the Wi Fi Cable Modem Web Manager for the first time For network security purposes ARRIS recommends that you change the default ...

Page 31: ... Modem Login Screen 4 Click Apply to open the Wi Fi cable modem Web Manager The Alerts Message box displays Figure 19 Wi Fi Cable Modem Opening Alerts Screen Note For Parental Control download the ARRIS SecureInternet by McAfee mobile app to set it up on your home network using your Apple or Android mobile device This app is available as a free download from the App Store or Google Play For more i...

Page 32: ... Note Remember that passwords are case sensitive and that you can use any combination of the following letters numbers and special characters Letters A through Z uppercase and lowercase Numbers 0 to 9 Special characters 8 Enter your new password again in the Repeat New Password field 9 Click Apply to update your password 10 Find a secure place to write down and keep your new password for future re...

Page 33: ...connections outside your home LAN Setup Displays the network configuration settings for your home network Wireless 2 4 GHz Sets up your 2 4 GHz wireless network Wireless 5 GHz Sets up your 5 GHz wireless network Firewall Configures the Wi Fi cable modem firewall to protect your home network from possible attacks from hackers or viruses USB Displays the current storage status of your USB device Uti...

Page 34: ...refox or Safari on the computer connected to your Wi Fi cable modem 2 Type the default LAN IP address 192 168 0 1 in the Address bar and then press Enter to log onto your Wi Fi cable modem The Wi Fi cable modem Login screen displays 3 Type the following default user name and password or your new password Both entries are case sensitive User Name admin Password password 4 Click Apply to open the Wi...

Page 35: ... Help Field level help is available for all screen entries in the Wi Fi Cable Modem Web Manager Click on or move the cursor over the icon located to the right of the applicable field Figure 23 Wi Fi Cable Modem Field Level Help Exit the Wi Fi Cable Modem Web Manager To log out and close the Wi Fi cable modem Web Manager Click Logout button located above the Wi Fi cable modem Web Manager menu bar ...

Page 36: ...Fi Cable Modem Web Manager PN 365 095 31684 x 2 SBG6950AC2 SBG7400AC2 SBG7600AC2 Wi Fi Cable Modems User Guide Copyright 2018 ARRIS Enterprises LLC All rights reserved 36 Figure 24 Wi Fi Cable Modem Web Manager Logout Button ...

Page 37: ...i Fi cable modem to open the Wi Fi cable modem Web Manager See Start the Wi Fi Cable Modem Web Manager page 30 for more information if necessary 2 Click the Wireless 2 4 GHz or Wireless 5 GHz main menu button on the Wi Fi cable modem Web Manager menu bar Choose the Wi Fi frequency range that you want to set up for your Wi Fi network 3 Click BASIC from the Wireless submenu option you are setting up...

Page 38: ...r for your Wi Fi network in the Wi Fi Network Name SSID field Keep the default network name listed in the network name field also listed on the Wi Fi cable modem label Enter a new network name for your Wi Fi network The Wi Fi network name cannot be the same name as any other SSID on your home network You can use any combination of letters lowercase and uppercase numbers and or special characters s...

Page 39: ...te When AP Isolation is enabled each of your Wi Fi clients will be in its own virtual network and will not be able to communicate with the other Wi Fi clients This may be useful if several guests are using your Wi Fi network 10 Select the Enable WMM checkbox to turn ON Wi Fi Multi media functionality Enabling WMM can help control latency and jitter when transmitting multi media content over a Wi F...

Page 40: ... label is automatically populated in the network configuration screens A list of available Wi Fi networks SSIDs in close proximity of your home for example neighbors or local businesses will display when you or someone else in your home attempt to establish a Wi Fi network connection For security purposes and quick recognition of your Wi Fi network ARRIS recommends that you change the default SSID...

Page 41: ... Network Name SSID and Password Screen 4 Check that the Enable Wireless checkbox is selected This turns ON Wi Fi networking on your home network 5 Delete the current network name in the Network Name SSID field 6 Enter a new name of your choice for your Wi Fi network The network name can contain any combination of up to 32 alphanumeric characters 7 Check that the Broadcast Network Name SSID checkbo...

Page 42: ... 31684 x 2 SBG6950AC2 SBG7400AC2 SBG7600AC2 Wi Fi Cable Modems User Guide Copyright 2018 ARRIS Enterprises LLC All rights reserved 42 The new Wi Fi network name should appear in the list of available Wi Fi networks when you reconnect your Wi Fi devices ...

Page 43: ...our Wi Fi cable modem for the first time One of the most important recommendations for securing your Wi Fi home network is to change the default user password on your Wi Fi cable modem and other Wi Fi devices as well Default passwords are commonly used and shared on the Internet To ensure that your Wi Fi home network is secure ARRIS recommends that you follow these best practices for user password...

Page 44: ...e following letters numbers and special characters Letters A through Z uppercase and lowercase Numbers 0 to 9 Special characters 5 Enter your new password again in the Repeat New Password field 6 Click Apply to update your password The Applying Changes message displays Note The Login Timeout setting under the Other Settings section applies to the amount of inactivity time in seconds allowed before...

Page 45: ...all Protection You can set up firewall filters to protect your computer and other network devices on your home network from hackers viruses and other attacks from the Internet To set the firewall protection level 1 From any Wi Fi cable modem Web Manager screen click the Firewall main menu button on the Wi Fi cable modem Web Manager menu bar 2 Click FIREWALL SETTINGS from the Firewall submenu optio...

Page 46: ...nable Firewall checkbox to turn ON firewall protection on your home network or Deselect the Enable Firewall checkbox to turn OFF firewall protection on your home network Note Turning OFF firewall protection on your home network could put your computer s and other Ethernet enabled devices connected on your network at risk for possible attacks from viruses and hackers Figure 31 Firewall Protection L...

Page 47: ... your home network using your Apple or Android mobile device It is available online as a free download from the App store and Google Play For more information refer to the McAfee Secure Home Internet User Guide available online at www arris com selfhelp Figure 32 Parental Controls Access Message Set Up IP Filtering You can use IP Filtering to set up Internet access restrictions on specific network...

Page 48: ... numbers for the Port Filter range in the Port fields 6 Select UDP TCP or UDP and TCP for the Port Filter type in the Type drop down list 7 Select ALL WEEK in the Day field to set the same access restrictions for every day of the week or Deselect ALL WEEK to set access restrictions for specific days of the week 8 Select ALL DAY in the Time field to set 24 hour access restrictions for the selected ...

Page 49: ... or hard coded to various addresses over time To configure MAC Address filters 1 From any Wi Fi cable modem Web Manager screen click the Wireless 2 4 GHz or Wireless 5 GHz main menu button on the Wi Fi cable modem Web Manager menu bar 2 Click MAC ADDRESS CONTROL from the Wireless submenu options list to display the MAC Address Control screen Figure 35 Set Up MAC Filters Screen 3 Select the MAC Add...

Page 50: ...with bi directional traffic to function properly Applications such as video conferencing voice gaming and some messaging program features may require these special settings Note If you enable the firewall and set up custom port triggers then you must configure the firewall to allow traffic through those custom ports See Set Up Firewall Protection page 45 for more information To configure Port Trig...

Page 51: ... thus vulnerable to attacks or hacking from any computer on the Internet Consider carefully before configuring a device to be in the DMZ You can configure one computer on your home network to be the DMZ Host That computer will operate outside of the Wi Fi cable modem firewall and allow remote access from the Internet to your computer gaming device or other IP enabled device The DMZ Host feature wi...

Page 52: ... ARRIS Enterprises LLC All rights reserved 52 Note Remember to reset the IP address back to 0 zero to close all the ports when you are finished with the needed application If you do not reset the IP address that computer will be exposed to the public Internet Note To disable the DMZ Host deselect uncheck the Enable DMZ checkbox and then click Apply ...

Page 53: ...Fi Network page 43 for more information View the Wi Fi Cable Modem Status and Network Connection You can use the Device Status button on the Wi Fi cable modem Login screen to view the current Wi Fi cable modem configuration and network connection status of your Wi Fi cable modem without having to login to the Wi Fi cable modem Web Manager 1 Open any web browser on the computer connected to your Wi...

Page 54: ...nformation screen displays general product information including the software or firmware version and the current network connection status of the Wi Fi cable modem To open the System Information page 1 From any Wi Fi cable modem Web Manager screen click the Utilities main menu button on the Wi Fi cable modem Web Manager menu bar 2 Click SYSTEM INFORMATION from the Utilities submenu options list t...

Page 55: ...5 30452 x 2 SBG6950AC2 SBG7400AC2 SBG7600AC2 Wi Fi Cable Modems User Guide Copyright 2016 2017 ARRIS Enterprises LLC All rights reserved 55 Figure 42 Wi Fi Cable Modem Status System Information Screen 1 of 2 Figure 43 Wi Fi Cable Modem Status System Information Screen 2 of 2 ...

Page 56: ...i Fi cable modem Web Manager menu bar 2 Click SAVE BACKUP SETTINGS from the Utilities submenu options list to display the Save Backup screen 3 Click Save 4 Click OK at the This may take a few minutes Continue prompt to save your Wi Fi cable modem configuration settings Restore the Wi Fi Cable Modem Configuration Settings WARNING This action will delete your current Wi Fi cable modem configuration ...

Page 57: ...nfiguration file from the list that you want to restore 6 Click Open The selected configuration file will appear in the Choose File field Figure 45 Sample Selected Wi Fi Cable Modem Config File Screen 7 Click Restore Chosen File Your Wi Fi cable modem will automatically reboot Reset the Wi Fi Cable Modem Configuration Settings WARNING This process also deletes any custom Wi Fi cable modem configur...

Page 58: ...ities submenu options list to display the Factory Defaults screen Figure 46 Reset Wi Fi Cable Modem Configuration to Factory Defaults Screen 3 Click Factory Defaults button The following message displays Figure 47 Reset Wi Fi Cable Modem Configuration Warning Message 4 Click OK to reset your current Wi Fi Cable Modem configuration to the factory default configuration or Click Cancel to close the m...

Page 59: ...lem Possible Solution Power LED Icon is OFF Check the power connection on the Wi Fi cable modem and to the electrical outlet Check that the electrical outlet is working Is the outlet controlled by a light switch If so unplug the Wi Fi cable modem power adapter and connect it to another electrical outlet that is not controlled by a wall switch Cannot Send or Receive Data Check each end of the coaxi...

Page 60: ... has the identical passphrase If this does not solve the problem check if the Wi Fi client supports WPA If you enabled WEP and configured a key on the Wi Fi cable modem be sure each affected Wi Fi client has the identical WEP key If this does not solve the problem check if the client s wireless adapter supports the type of WEP key configured on the Wi Fi cable modem Front Panel LED Icons and Error...

Page 61: ...cal support charges may apply ARRIS sole and exclusive obligation under this Limited Warranty for retail sales shall be to repair or replace any Product or Software that does not meet this Limited Warranty All warranty claims must be made within the applicable Warranty Period Cable Operator or Service Provider Arrangements If you did not purchase this Product directly from ARRIS or from a ARRIS au...

Page 62: ...ODUCT IS OPENED ALTERED AND OR DAMAGED THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES for any and all claims that you may have arising out of or in connection with this Product whether made or suffered by you or another person and whether based in contract or tort IN NO EVENT SHALL ARRIS BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT INDIRECT GENERAL SPECIAL INCIDENTAL CONSEQUENTIAL EXEMPLARY OR O...

Page 63: ...Corporate Headquarters ARRIS Suwanee Georgia 30024 USA www arris com ...

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