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CommScope SURFboard SBV3202 User Manual Download Page 41

Chapter 6: Troubleshooting

Cannot access Internet (Ethernet)

Solution:

1. If you are using a hub, is the hub turned on?
2. Are you using the right type of Ethernet cable? Use an Ethernet cable for direct

connection to a computer; use a cross-over cable for connection to a hub.

3. Press the 

Reset

 button on the back of your telephony modem.

Accessing Internet is very slow

Cause: 

If the Web site you are visiting is very popular, that site may be having trouble

servicing all the requests. If other sites download quickly, wait for a few minutes and try

again. Usage during peak hours may also affect the connection speed.

Other communications on the LAN may slow down the connection.

No dial tone when I pick up the phone

Symptom: 

For telephone service to be functional on your telephony modem, the service

must have been purchased from your service provider and configured on your telephony

modem. The following steps should help in identifying the source of the problem:

Solution:

1. Is the Power LED lit?

a. If not, check to make sure your telephony modem is plugged in and the outlet

has power. Use only the external AC power adapter (if provided) and power cord

included with the equipment.

b. If the LED is lit, go to the next step.

2. Is the Online LED lit?

a. If not, check the coax connection at your telephony modem and the wall. Ensure

they are connected and tight. If they are and you do not have dial tone, contact your

service provider.

b. If the Online LED is lit, go to the next step.

3. Is the Telephone (Tel 1 or Tel 2) LED lit?

a. If not, phone service has not been set up on that line. Contact your service provider.
b. If it is blinking, there is a phone off hook somewhere in the house. Find that phone

and hang it up.

c. If it is lit, go to the next step.

4. Is the phone plugged directly into your telephony modem?

a. Make sure the phone is plugged into the port on the back of your telephony modem

labeled "“Tel 1" for line 1, and “Tel 2” for line 2.

SURFboard

®

 SBV3202 DOCSIS 3.0 telephony modem for Xfinity

®

 customers User Guide STANDARD Revision x.3

41

Summary of Contents for SURFboard SBV3202

Page 1: ...SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 P N 365 095 32810 ...

Page 2: ...PA2 are trademarks of Wi Fi Alliance CommScope provides this guide without warranty of any kind implied or expressed including but not limited to the implied warranties of merchantability and fitness for a particular purpose ARRIS may make improvements or changes in the product s described in this manual at any time The capabilities system requirements and or compatibility with third party product...

Page 3: ...wer company 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 atte...

Page 4: ...checks to determine that the device is in safe operating condition Do not open the device Do not perform any servicing other than that contained in the installation and troubleshooting instructions Refer all servicing to qualified service personnel This device should not be used in an environment that exceeds 104 F 40 C SAVE THESE INSTRUCTIONS Note To CATV system installer This reminder is provide...

Page 5: ... Declaration of Conformity CommScope Inc 3871 Lakefield Drive Suwanee GA 30024 declares that the SURFboard device complies with 47 CFR Parts 2 and 15 of the FCC rules as a Class B digital device FCC Radiation Exposure statement This equipment complies with FCC radiation exposure limits set forth for an uncontrolled environment To comply with the FCC RF exposure compliance requirements the separati...

Page 6: ...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 or the substitution or attachment of connecting cables and equipment othe...

Page 7: ...ial or commercial waste Contact your local authorities for information about practices established for your region If collection systems are not available call ARRIS Technical Support at 1 877 466 8646 for assistance SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 7 ...

Page 8: ...SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 8 ...

Page 9: ...22 Getting battery status 22 Chapter 3 Install and connect your telephony modem 23 Front panel 23 Rear panel 24 Selecting an installation location 24 Mount the telephony modem 25 Tools and materials 25 Location 25 Wall mounting instructions 25 Desktop mounting instructions 27 Connecting your telephony modem 27 Chapter 4 Using the telephony modem 29 Indicator lights for your telephony modem 29 Batt...

Page 10: ...pter 6 Troubleshooting 40 Your telephony modem is plugged in but the power light is off 40 Cannot access Internet 40 Cannot access Internet Ethernet 41 Accessing Internet is very slow 41 No dial tone when I pick up the phone 41 Chapter 7 Glossary 43 Warranty Information 47 SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 10 ...

Page 11: ...office Local Area Network LAN In addition the SBV3202 provides up to two separate lines of telephone service Your telephony modem is DOCSIS 3 0 compliant with the following features Speed much faster than dialup or ISDN service up to eight times faster than DOCSIS 2 0 cable modems Connectivity supports Ethernet connection Flexibility provides two independent lines of telephone service as well as h...

Page 12: ...tely if needed Coaxial cable coax This is a round cable with a connector on each end It is the same kind of wire used to connect to your television for cable TV You can buy coax from any electronics retailer and many discount stores make sure it has connectors on both ends Be sure that the coax cable you choose has screw on connectors The coax should be long enough to reach from your telephony mod...

Page 13: ... packet containing information about your service and how to set it up Read this information carefully and contact your service provider if you have any questions Set up your service Before you install your new telephony modem visit xfinity com activate to establish an Internet account and telephone service You will need the information below to activate your account Serial number see the telephon...

Page 14: ...phony modem Enhance system security Having a high speed always on connection to the Internet requires a certain amount of responsibility to other Internet users including the need to maintain a reasonably secure system While no system is 100 secure you can use the following tips to enhance your system s security Keep the operating system of your computer updated with the latest security patches Ru...

Page 15: ...spend your account to protect the rest of the network Ethernet connection Ethernet is a standard method of connecting two or more computers into a Local Area Network LAN You can use the Ethernet connection if your computer has built in Ethernet hardware Your telephony modem package does not include an Ethernet cable the connectors look like wide telephone connectors you can purchase this cable if ...

Page 16: ...ced when your telephony modem is operating on battery power Note Batteries are sold separately Your telephony modem supports the following battery models Basic backup battery provides up to 6 hours black or 8 hours green of backup time depending on your telephony modem model and usage It may be green or black Basic Backup Battery Green Basic Backup Battery Black Refer to Basic battery installation...

Page 17: ...tallation and replacement Your telephony modem provides continued telephone service during power outages The battery backup is not intended to take the place of AC power To install and replace the backup battery 1 Press down and pull back on the latch holding the battery door on the bottom of your telephony modem Pull the door toward you Set the door aside in a safe place 1 Latch End CAUTION Risk ...

Page 18: ...hile pulling it straight back Note Your telephony modem will not begin operating until you apply AC power 4 Replace the door To do so place the hinge tabs of the battery door into the receiver slots inside your telephony modem battery compartment on the opposite end of the battery opening Rotate the door toward the unit until the latch snaps back into place 1 Battery Compartment 2 Hinge Tabs 3 Rec...

Page 19: ... inserting the battery may damage the battery connector in your telephony modem Carefully follow the instructions in the next step to avoid damage 3 Hold the battery pack so that the guides on the battery align with the slots on your telephony modem and slide the battery into the bay 1 Battery slots 2 Battery Guides 3 Battery pull strap Note Batteries will not insert completely into your telephony...

Page 20: ... place 1 Battery compartment 2 Hinge tabs 3 Receiver slots Note Your telephony modem uses a Lithium Ion battery pack Please recycle or dispose of the battery responsibly and in accordance with local ordinances see unique_20 page unique_20 Maximum battery installation and replacement Your telephony modem provides continued telephone service during power outages The battery backup is not intended to...

Page 21: ...n gently on the front of your telephony modem to latch the battery into place Your telephony modem will not begin operating until you apply AC power 6 To remove the battery grasp the battery and pull back on the latch at the front of the battery 7 Gently rock the battery out of the bay Note Your telephony modem uses a Lithium Ion battery pack Please recycle or dispose of the battery responsibly an...

Page 22: ...ould visit www call2recycle org to properly recycle your lithium ion battery backup units BBUs Getting battery status To assess if the battery needs to be replaced your telephony modem charges discharges and recharges the battery pack as part of a battery test Your telephony modem re tests the battery periodically usually every 180 days The battery LED and the Registration Status screen indicate t...

Page 23: ...stallation technicians should connect the Telephony Modem to house wiring Incumbent telephone service must be physically disconnected at the outside interface box before making any connections Front panel Battery indicates the battery status Tel1 indicates the status of telephone line 1 Tel2 indicates the status of telephone line 2 Online indicates Internet data transmission status US DS indicates...

Page 24: ...umber of splitters between the jack and cable drop to a minimum Each splitter attenuates reduces the signal available to the telephony modem A large number of splitters can slow down the Internet connection and even affect your telephone service Can you easily run cables between the telephony modem s location and the phones If you are connecting devices to an Ethernet port can you easily run cable...

Page 25: ...ount template included with the SBV3202 Quick Installation Guide transparent tape for temporarily securing the mounting template to the wall not included Location Always position your telephony modem within reach of an AC outlet The power cord must reach the outlet without stretching and without adding extension cords near a cable outlet to avoid long cable runs Wall mounting instructions Note Whe...

Page 26: ...into the wall Then drive the screws into the wall leaving a gap of about 1 8 3 mm between the screw head and the wall If not using anchors just drive the screws 4 Slip both mounting slots in the back of your telephony modem over the screws then slide the case down until the narrow end of the keyhole slot contacts the screw shaft SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers Us...

Page 27: ...ur telephony modem to your home s existing telephone wiring should only be performed by a professional installer Physical connections to the previous telephone provider must be removed and the wiring must be checked there must not be any voltage Cancellation of telephone service is not adequate Failure to do so may result in loss of service and or permanent damage to your telephony modem 1 Connect...

Page 28: ...ights up then flashes once refer to the LED tables shown in Using the telephony modem page 29 See Troubleshooting page 40 if the Power light does not turn on 4 Connect one end of the Ethernet cable to the Ethernet port on the back of your telephony modem and the other end to the Ethernet port on a computer hub or broadband router 5 Connect one end of the telephone cable to the telephone port on th...

Page 29: ...ght and all other lights the installed battery is incompatible with your telephony modem Remove the battery and install one of the batteries described in Battery installation and removal page 16 Wiring problems If your telephony modem begins flashing all its lights for more than 10 seconds this indicates a problem with the telephone wiring the red and green wires may be shorted touching or there m...

Page 30: ... or low No AC power no battery Off Off Off Off Off Firmware upgrade On Flash On normal operation normal operation Patterns startup sequence The following tables show your telephony modem light patterns during each phase of the startup sequence There are two phases of startup the telephony phase and the cable modem phase Both are outlined below Telephony startup sequence Power US DS Online Telephon...

Page 31: ...s button will be rare Use a pointed non metallic object to press this button The Reset button is recessed to prevent accidental resets Booting from the battery Your telephony modem supports a Boot from Battery feature that allows to provide a continued telephone service during power outages To start your telephony modem from its battery follow these steps 1 If a battery is already installed in you...

Page 32: ...r telephony modem 2 In the address bar type 192 168 100 1 and then press Enter to open the Web Manager login screen 3 Type the following default username and password Both entries are case sensitive Username admin Password password This is the default user password case sensitive to access the Web Manager Note You must enter the default user password if you are accessing the Web Manager for the fi...

Page 33: ...in in the Repeat New Password field d Click Send 5 In the Web Manager login screen type the username and the new password 6 Click Apply to open the Web Manager screen Web Manager menu links The main menu links and related submenu option links are displayed along the top of your Web Manager screen Click on the main menu link to view any of the other available screens SURFboard SBV3202 DOCSIS 3 0 te...

Page 34: ...eam channels for your telephony modem including the MAC addresses for various ports HW FW versions screen The HW FW versions screen includes serial number release and model information of your telephony modem hardware and firmware SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 34 ...

Page 35: ...e Event Log screen includes a list of events that have been detected by your telephony modem including the date and time of the event the event ID and the event level SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 35 ...

Page 36: ...ation Status screen shows the current operating status of your telephony modem with regards to DOCSIS and telephony connections It also indicates the test state of the battery if present SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 36 ...

Page 37: ...screen The CM Feature screen shows option to enable or disable the front panel LEDs There is also an option to enable or disable the energy efficient Ethernet SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 37 ...

Page 38: ...rent password in the Old Password field 2 Enter your new password in the New Password field Note Remember that passwords are case sensitive and that you can use any combination of the following letters numbers and special characters 3 Enter your new password again in the Repeat New Password field 4 Click Send SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Re...

Page 39: ...and password Username admin Password password this is the default user password and it is case sensitive Note If you have changed your password then type the new password 2 Click Send SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 39 ...

Page 40: ... your telephony modem plugged into AC power and connected to the cable system Solution Check the front panel lights 1 The Power and Online lights should be turned on 2 The Link light should either be on or blinking 3 If the Power light blinks for more than 30 minutes call your service provider for assistance 4 Check your cable connections Connectors should be tight The coax cable should not be pin...

Page 41: ... help in identifying the source of the problem Solution 1 Is the Power LED lit a If not check to make sure your telephony modem is plugged in and the outlet has power Use only the external AC power adapter if provided and power cord included with the equipment b If the LED is lit go to the next step 2 Is the Online LED lit a If not check the coax connection at your telephony modem and the wall Ens...

Page 42: ...s your telephony modem plugged into a wall outlet a If so unplug the phone connector at the back of your telephony modem and plug in a known working phone If you now have dial tone the problem is with the house wiring Contact your service provider or a qualified wiring technician to correct the house wiring If you still do not have dial tone contact your service provider SURFboard SBV3202 DOCSIS 3...

Page 43: ...gether Also some Ethernet hubs may have built in cross over on one or more ports which eliminates the need for a cross over cable DHCP Dynamic Host Configuration Protocol An IP protocol used to provide an IP address and location of services such as DNS and TFTP needed by a device connecting to the network DHCP allows the service provider to configure your computer s networking software for you DNS...

Page 44: ...deo and data equipment In larger cable networks a master headend often feeds several remote headends to provide distributed services HTTP Hypertext Transfer Protocol Hub A box with several Ethernet connectors Ethernet hubs provide a common point of contact for all connected devices IP address A number assigned to your computer by your service provider used to identify your computer to other system...

Page 45: ...rs as RF connectors RJ 11 A standard 2 conductor modular connector commonly used in North America for connecting telephones RJ 45 A standard 8 conductor modular connector commonly used on Ethernet cable An RJ 45 connector looks like a wide RJ 11 telephone connector Splitter A small box with three cable connectors one input and two outputs You may need a splitter if you have a TV already connected ...

Page 46: ...ms for sending upstream data with minimal interference Upstream The path from a subscriber device to the headend Some older cable documentation may refer to this as the return path or reverse path SURFboard SBV3202 DOCSIS 3 0 telephony modem for Xfinity customers User Guide STANDARD Revision x 3 46 ...

Page 47: ...tly from ARRIS or from a ARRIS authorized retail reseller ARRIS does not warrant this Product to you the end user A limited warranty for this Product including Software may have been provided to your cable operator or Internet Service Provider Service Provider from whom you obtained the Product Please contact your Service Provider if you experience problems with this Product General Information Th...

Page 48: ... 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 OTHER DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT INCLUDING WITHOUT LIMITATION DAMAGES FOR LOSS OF BUSINESS PROFITS BUSINESS INTERRUPTION LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS OR FROM ANY BREACH...

Page 49: ......

Page 50: ...Corporate Headquarters CommScope Hickory North Carolina 28602 USA www commscope com ...

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