Arris SurfBoard SVG2482AC User Manual Download Page 61

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Chapter 10: Troubleshooting Tips

PN 365-095-31279 x.2

SURFboard SVG2482AC Wireless Voice Gateway User Guide

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Summary of Contents for SurfBoard SVG2482AC

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: ... 14 Gateway Label 16 4 Installing the Gateway 17 Connect the SVG2482AC to Your Client Device 17 Connect Your Telephone 18 Install the Battery 19 Establish an Internet Connection 19 5 Setting Up a Wireless Network Connection 21 Set Up a Wireless Network Connection Using Your Client Device 21 Quick Connect Using the Windows Taskbar 22 Connect Using the Windows Control Panel 25 Connect Your WPS Enabl...

Page 4: ...gers 48 Set Up the DMZ Host 49 9 Managing Your Gateway and Connected Networks 51 View the Gateway Hardware Information 51 View the Gateway Software Version 51 View the Gateway Network Connections 52 View the Network Connection Settings 53 View the XFINITY Network Connection Status 54 Reboot Your SVG2482AC 55 Reboot SVG2482AC Using the Reset Button 55 Reboot SVG2482AC Using the Web Manager 55 Reset...

Page 5: ...with liquids such as vases on the device This device was qualified under test conditions that included the use of the supplied cables between system components To ensure regulatory and safety compliance use only the provided power and interface cables and install them properly Use only the Power cord supplied for this model in the original packaging or supplied as a replacement by ARRIS or your se...

Page 6: ...er for example near a bathtub washbowl kitchen sink or laundry tub in a wet basement or near a swimming pool Do not cover the device or block the airflow to the device with any other objects Keep the device away from excessive heat and humidity and keep the device free from vibration and dust Wipe the device with a clean dry cloth Never use cleaning fluid or similar chemicals Do not spray cleaners...

Page 7: ... experienced radio TV technician for help This device complies with Part 15 of the FCC Rules Operation is subject to the following two conditions 1 This device may not cause harmful interference and 2 This device must accept any interference received including interference that may cause undesired operation FCC Caution Any changes or modifications not expressly approved by ARRIS for compliance cou...

Page 8: ...ed or identified as harmful If you are uncertain of the applicable policy for the use of wireless equipment in a specific organization or environment you are encouraged to ask for authorization to use the device prior to turning on the equipment The manufacturer is not responsible for any radio or television interference caused by unauthorized modification of the devices included with this product...

Page 9: ...S Equipment Please do not dispose of this product or any included electronic accessories i e power supply or battery with your residential or commercial waste ARRIS devices may be disposed of through the ARRIS Product Recycling program further described at corporateresponsibility arrisi com phoenix zhtml You may also contact your local community authorities for information regarding where you may ...

Page 10: ...sting coaxial cable connection in your home The SVG2482AC also includes a Wi Fi Pairing WPS button option for quick and easy connections for your WPS enabled devices This guide provides instructions for installing and configuring your SVG2482AC setting up secure wireless network connections and managing your SVG2482AC and network configurations In The Box Before installing the SVG2482AC check that...

Page 11: ...tion on your home network Additional Items Needed Not Included The following items are not included in the box and must be purchased separately if required Coaxial coax cable if one is not already connected to a cable wall outlet RF splitter for additional coaxial cable connections such as a set top box or Smart TV Ethernet cable for each additional Ethernet enabled device System Requirements High...

Page 12: ... Voice Gateway User Guide Copyright 2017 ARRIS Enterprises LLC All rights reserved 12 Contact Information For technical support and additional ARRIS product information Visit the ARRIS Consumer Support website www arris com selfhelp Call ARRIS Technical Support 1 877 466 8646 ...

Page 13: ...g On Solid WPS BUTTON WPS Pairing process is in progress Not applicable LED will turn OFF after the WPS enabled device is connected POWER Not applicable LED does not blink Power is properly connected with the device power cord and the battery is not connected Scanning for Upstream Send and Downstream Receive channel connection Upstream and Downstream channels are connected ONLINE Scanning for an I...

Page 14: ...ivated on hook TEL2 Telephone line 2 is off hook or call is in progress Telephone service for Line 2 is connected and activated on hook BATTERY AC power has failed or is not connected battery charge is low telephone is connected Battery is installed and fully charged Wi Fi Protected Setup WPS Wi Fi Protected Setup WPS is a wireless network setup option that provides a quick and easy solution for s...

Page 15: ...lephone VoIP connection for a single line telephone Note For an Alarm system connection see Connect Your Telephone page 57 for more information 10 100 1000 Four one gigabit Ethernet ports for RJ 45 cable connections Yellow LED is ON Indicates a data transfer rate of one gigabit per second Yellow LED is Blinking Indicates data traffic is in progress Amber LED is ON Indicates a data transfer rate of...

Page 16: ...he gateway label is located on the bottom of the SVG2482AC It contains the gateway 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 need to provide the following information listed on the gateway label Gateway Model name SVG2482AC Gateway MAC address HFC MAC Gatewa...

Page 17: ... service is available in your area To set up a wireless network you will need a high speed Internet connection provided by Comcast Note When contacting Comcast you may need your gateway information listed on the gateway label located on the bottom of your SVG2482AC see Gateway Label page 15 Choose a location in your home where your client device and gateway are preferably near existing cable and e...

Page 18: ...rt on the rear of the SVG2482AC Optional Repeat steps 3 and 4 for an additional client device or other network device that you want to install as a wired connection on your home network 5 Connect the power cord included to the Power port on the rear of the SVG2482AC 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...

Page 19: ...only Battery usage is optional The SVG2482AC battery is available for purchase online at the ARRIS SURFboard website shop surfboard com arris telephony modem back up batteries 1 Place the SVG2482AC on its side and locate the battery cover on the bottom of the device 2 Press down and pull on the locking tab of the battery cover to remove it 3 Slide the battery label side up with the terminal end fi...

Page 20: ...ITY login account and Wi Fi network login information XFINITY Account Login Name XFINITY Account Password Wi Fi Network Name Wi Fi Network Password Note Select Show More Settings if you want to set up separate network names and passwords for the 2 4 GHz and 5 GHz wireless radios on your SVG2482AC If you already have an existing Wi Fi network and you are replacing your router or gateway ARRIS sugge...

Page 21: ...SID and Wi Fi Security Key Network Password to connect your client devices to your home network The default network name and password are listed on the SVG2482AC gateway label Choose one of the following wireless network connection options to set up a wireless network connection for your client device on your home network Personal Computer PC Select one of the following Quick Connect Using the Win...

Page 22: ...twork to connect to it d Click OK Apple Mobile Device From the Home screen on your client device a Select Settings to open the Wi Fi screen b Select Wi Fi to turn it ON Your device will automatically start searching and then list the available wireless networks c Select the wireless network name SSID for your home network from the list to connect it If your Wi Fi connection is successful will disp...

Page 23: ...vailable Wireless Networks Window 2 Locate and left click on the SVG2482AC wireless network name or SSID for example SVG2482AC or ARRIS from the list of available wireless networks 3 Select Connect automatically see Figure 7 to set up your wireless devices to automatically connect to your wireless network without having to log on using a user password Figure 7 Sample Available Wireless Networks Sc...

Page 24: ...ss network password in the Security key field Note You can use the default Wi Fi Security Key code listed on the SVG2482AC Gateway label or enter your own personal wireless network password See Prevent Unauthorized Access page 38 for more information on creating user passwords If you have already changed your wireless network password using the SVG2482AC Web Manager enter that password in the Secu...

Page 25: ...bar on your client device click Start button and then click Control Panel 2 Click Network and Sharing Center to open the Network and Sharing Center window Figure 10 Control Panel Network and Sharing Center Window 3 Click Manage wireless networks under Control Panel Home side panel to open the Manage Wireless Networks window 4 Click Add to open the Manually Connect to a Wireless Network window Figu...

Page 26: ...ireless network from the Security type drop down list Note WPA WPA2 PSK is the recommended wireless security level for your wireless home network It is the default security level for the SVG2482AC and is also the highest security level available 8 Select the password encryption type from the Encryption type drop down list This is used for securing your wireless network TKIP Temporal Key Integrity ...

Page 27: ... also have WPA security compatibility 1 Power ON the SVG2482AC and your other WPS enabled devices that you want to connect to your wireless network 2 Press and hold the WPS button located on the top of the SVG2482AC for five to 10 seconds and then release see Front Panel page 13 for the SVG2482AC front view 3 If applicable press the WPS button on your WPS enabled device or other WPS enabled device...

Page 28: ...e information Start the SVG2482AC Web Manager Perform the following steps to open the SVG2482AC Web Manager 1 Open a web browser such as Internet Explorer Google Chrome Firefox or Safari on the device connected to the SVG2482AC 2 Type the XFINITY default LAN IP address 10 0 0 1 in the Address bar and then press Enter to log onto the SVG2482AC and open the SVG2482AC Login screen Figure 13 SVG2482AC...

Page 29: ... Dialog Box 5 Click OK to change the default password highly recommended for security purposes or Cancel to keep the default password If you click OK the Troubleshooting Change Password screen will display Figure 16 SVG2482AC Change Password Screen a Enter your current admin password in the Current Password field b Enter a new admin password in the New Password field c Repeat the new password in t...

Page 30: ...ase Numbers 0 to 9 e Click SAVE to update your password f Find a secure place to write down and keep your new password If you click Cancel the Gateway At a Glance screen will display see figure below You can change the default password at a later time See Change the Default Password page 38 for more information Figure 17 SVG2482R Opening Screen SVG2482AC Web Manager Menu Links The SVG2482AC main m...

Page 31: ...our home network connections and connected devices Connection Displays the network connection and status information for the XFINITY network Local IP network and your private Wi Fi network Firewall Configures the gateway firewall settings to protect your home network from possible attacks from hackers or viruses Software Displays information related to the gateway software version Hardware Display...

Page 32: ...usage for specific users and network devices on your home network Advanced Allows you to set up Port Forwarding Port Triggering Remote Management for troubleshooting or maintenance purposes the DMZ Host and manage the UPnP network on your home network Troubleshooting Provides several options to help you resolve certain problems that may occur with your gateway Exit the SVG2482AC Web Manager To log...

Page 33: ...r home network Set Up Your Wireless Network 1 From any SVG2482AC Web Manager screen click the Gateway menu link and then click the Connection submenu options link 2 Click Wi Fi under the Connection submenu options to open the Gateway Connection Wi Fi screen Figure 20 SVG2482AC Wi Fi Connection Screen 3 Click the 2 4 GHz Edit or 5 GHz EDIT button in the Private Wi Fi Network section to select the w...

Page 34: ...work PN 365 095 31279 x 2 SURFboard SVG2482AC Wireless Voice Gateway User Guide Copyright 2017 ARRIS Enterprises LLC All rights reserved 34 Figure 21 SVG2482AC 2 4 GHz Wi Fi Connection Screen Figure 22 SVG2482AC 5 GHz Wi Fi Connection Screen ...

Page 35: ...h Pre Shared Key o WPA WPA2 PSK TKIP AES recommended Wi Fi Protected Access version 2 with Pre Shared Key most compatible This is the default network security option for your SVG2482AC It provides the highest security and performance for your wireless network o Open risky not secure not recommended This network security option does not provide any level of network security for your wireless networ...

Page 36: ...roadcast Network Name SSID field to disable displaying your SSID as an available wireless network to outside users Note When Broadcast Network Name SSID is enabled your SSID is visible and also available to unauthorized wireless clients that are within range to connect to your home network 13 Click SAVE SETTINGS when you are finished Set Up WPS on Your Wireless Network You can set up either the Wi...

Page 37: ...n Method field to turn ON the WPS Pin connection option or Click Disable in the WPS Pin Method field to turn OFF the WPS Pin connection option 6 Select Push Button or PIN Method from the Connection Options drop down list to set the WPS Pairing method for connecting your WPS enabled devices or Click Disable WPS wireless networking on your home network 7 For WPS Pin connections enter the WPS Pin num...

Page 38: ...ault password password is commonly used and shared on the Internet One of the most important recommendations for securing your wireless home network is to change the default admin password on your SVG2482AC and other wireless devices if applicable To ensure that your wireless home network is secure ARRIS recommends that you follow these best practices for creating your admin password s Always crea...

Page 39: ...e the default password the same message will appear every time you log on to the SVG2482AC 1 Open a web browser such as Internet Explorer Google Chrome Firefox or Safari on the client device connected to the SVG2482AC 2 Type the XFINITY default LAN IP address 10 0 0 1 in the Address bar and then press Enter to log onto the SVG2482AC The Gateway Login screen displays Figure 25 Gateway Login Screen ...

Page 40: ...nt Password field 7 Enter your new admin password in the New Password field 8 Enter your new admin password again in the Re enter New Password field 9 Select the Show Typed Password checkbox to confirm that the new passwords match Note Remember that passwords are case sensitive and that you can use any combination of letters and numbers only Special characters and spaces are not acceptable Letters...

Page 41: ...r your current admin password in the Current Password field 4 Enter your new admin password in the New Password field 5 Repeat your new admin password in the Re enter New Password field 6 Select the Show Typed Password checkbox to confirm that the new passwords match Note Remember that passwords are case sensitive and that you can use any combination of letters and numbers only Special characters ...

Page 42: ...2AC 1 From any SVG2482AC Web Manager screen click the Gateway menu link on the SVG2482AC Web Manager screen 2 Click Firewall from the Gateway submenu options list and then click IPv4 or IPv6 to display the Gateway Firewall Security Levels Screen Figure 29 Firewall IPv4 Available Security Levels Screen Figure 30 Firewall IPv6 Available Security Levels Screen Low Common security higher risk Figure 3...

Page 43: ...VG2482AC Wireless Voice Gateway User Guide Copyright 2016 ARRIS Enterprises LLC All rights reserved 43 Medium Safer configuration medium risk Figure 32 Firewall IPv4 Security Level Medium Screen High Safest configuration highest security Figure 33 Firewall IPv4 Security Level High Screen ...

Page 44: ... block access to specific Internet sites Allow or block access to specific MAC addresses Allow or block access based on specific keywords Set time limitations for computer usage or Internet access Note Any Parental Control filters that do not include assigned ports will apply to all ports This also applies to MAC addresses as well You can also link each user or client device on your home network t...

Page 45: ...de Copyright 2016 ARRIS Enterprises LLC All rights reserved 45 3 Click the Enable Managed Sites button to turn ON website and keyword blocking Figure 35 Parental Control Managed Sites Screen 4 Click ADD button in the Blocked Sites section to open the Add Site to be Blocked screen Figure 36 Parental Control Managed Sites Screen ...

Page 46: ...Internet to the devices on your home network Port Forwarding allows you to open specific ports or IP addresses on the Internet behind the firewall on your home or small business network It also allows for remote access to your wireless computer or other client devices The inbound traffic from the Internet such as specific websites or online gaming applications is forwarded to the designated open p...

Page 47: ...HTTPs Telnet SSH or Other for the Internet data transfer protocol from the Common Service drop down list Note If Other is selected the Service Name field will display Enter a name for the service type you will be using 6 Select TCP UDP TCP or UDP for the Internet data transmission protocol from the Service Type drop down list 7 Enter the IP address of your local computer that you are setting up fo...

Page 48: ...dd to exit 11 Click SAVE Set Up Port Triggers You can use Port Triggers to set up your SVG2482AC to monitor outgoing traffic on specific ports on your home network Port triggering can be useful for some applications such as video conferencing online chatting and online gaming that may require specific port numbers with bi directional traffic to function properly To configure Port Triggers 1 From a...

Page 49: ...2 Repeat steps 4 thru 11 for each additional port trigger that you want to create Set Up the DMZ Host WARNING The gaming DMZ host is not protected by the SVG2482AC firewall It is exposed to the Internet and thus vulnerable to attacks or hacking from any client device on the Internet Consider carefully before configuring a device to be in the DMZ You can configure one client device on your home net...

Page 50: ...anced submenu links list to display the DMZ screen 3 Click the Enable DMZ button to set up the DMZ Host on your home network Figure 41 Advanced DMZ Screen 4 Enter the last one to three digits from 2 to 254 of the IP address of the client device or gaming device that you are setting up as the DMZ host 5 Click Save when you are finished Note To disable the DMZ Host click the Disable DMZ button and t...

Page 51: ...ay device This information may be helpful if you have to contact ARRIS or Comcast for technical assistance To open the Gateway Hardware screen 1 From any SVG2482AC Web Manager screen click the Gateway menu link 2 Click Hardware from the Gateway submenu links and then click System Hardware from the Hardware submenu options to display the Gateway System Hardware screen Figure 42 SVG2482AC Hardware I...

Page 52: ... displays a summarized list of your Wi Fi network configuration and the connected devices online and offline on your home network To open the Gateway Network Connections screen 1 From any SVG2482AC Web Manager screen click the Gateway menu link 2 Click At a Glance from the Gateway submenu links list to display the Gateway At a Glance screen Figure 44 SVG2482AC Network Connections Screen 3 Click Vi...

Page 53: ... reserved 53 Figure 45 SVG2482AC Connected Devices Screen View the Network Connection Settings 1 From any SVG2482AC Web Manager screen click the Gateway menu link 2 Click Connection from the Gateway submenu links and then click Status from the Connection submenu options to display the Network Connection Status screen Figure 46 Local IP XFINITY SVG2482AC Network Settings Screen ...

Page 54: ...s LLC All rights reserved 54 View the XFINITY Network Connection Status 1 From any SVG2482AC Web Manager screen click the Gateway menu link 2 Click Connection from the Gateway submenu links and then click XFINITY Network from the Connection submenu options to display the XFINITY Network Connection Status screen Figure 47 XFINITY Network Connection Status Screen ...

Page 55: ...set button opening on the rear of your SVG2482AC Figure 48 SVG2482AC Reset Button 2 Press and hold the small object in place for three to four seconds WARNING Do not press the Reset button for more than five seconds If you do your SVG2482AC will automatically reset and your custom gateway configuration settings e g admin password network name SSID and password Parental Controls etc will be deleted...

Page 56: ...2AC and then log back in Reset Your SVG2482AC WARNING Resetting your SVG2482AC will delete your current gateway configuration settings which include your passwords wireless network name SSID firewall Parental Control etc The SVG2482AC default factory settings will be restored Choose one of the following options to reset your SVG2482AC configuration Reset SVG2482AC Using the Reset Button Reset SVG2...

Page 57: ...t with a narrow tip into the indented Reset button opening on the rear of your SVG2482AC Figure 51 SVG2482AC Reset Button 2 Press and hold the small object in place for 10 seconds and then release 3 Remove the paper clip or small object from the Reset opening Reset SVG2482AC Using the Web Manager WARNING Resetting your SVG2482AC will delete your current gateway configuration From the SVG2482AC Web...

Page 58: ...essage Are you sure you want to Reset the Wi Fi Gateway will display 4 Click OK to proceed The resetting process will take approximately 60 to 90 seconds to complete and then the SVG2482AC will reboot 5 Log back in to the SVG2482AC using the default user name and password Username admin Password password Exit the SVG2482AC Web Manager To log out and close the SVG2482AC Web Manager Click Logout lin...

Page 59: ...D Icon is OFF Check the power connection on the gateway and to the electrical outlet Check that the electrical outlet is working Is the outlet controlled by a light switch If so unplug the gateway power cord 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 coaxial cable connection on the gateway and cable wall out...

Page 60: ...led WPA and configured a passphrase on the gateway be sure each affected wireless client has the identical passphrase If this does not solve the problem check if the wireless client supports WPA Front Panel LED Icons and Error Conditions The SVG2482AC front panel LED icons provide status information for the following error conditions Table 6 Front Panel LED Icons and Error Conditions LED Icon Stat...

Page 61: ...482AC Wireless Voice Gateway User Guide Copyright 2017 ARRIS Enterprises LLC All rights reserved 61 LED Icon Status If During Startup If During Normal Operation OFF Telephone is not detected Telephone is disconnected OFF Battery is not detected Battery is disconnected ...

Page 62: ...ges 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 authorized retail ...

Page 63: ...NY OTHER SOFTWARE OR HARDWARE ALL WARRANTIES ARE VOID IF THE PRODUCT 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 I...

Page 64: ...Corporate Headquarters ARRIS Suwanee Georgia 30024 USA T 1 678 473 2000 F 1 678 473 8470 www arris com ...

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