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CommScope SURFboard SVG2482AC User Manual Download Page 61

Chapter 9

Troubleshooting tips

If the solutions listed in the Troubleshooting Solutions table below do not solve your

problem, please contact your service provider for assistance. Your service provider may ask

for the status of the SVG2482AC front panel LEDs (see for more information).
You may have to reset the SVG2482AC gateway configuration to its original factory settings

if the gateway is not functioning properly. See 

Reboot your SVG2482AC

 (page 57) for more

information.

Solutions

Power LED Icon is OFF

Solution:

1. Check the power connection on the gateway and to the electrical outlet.
2. Check that the electrical outlet is working. Is the outlet controlled by a light switch?
3. 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

Solution:

1. Check each end of the coaxial cable connection on the gateway and cable wall outlet.

Use your hand to tighten each connector, if necessary.

2. Check the Ethernet cable to make sure it is properly connected to the gateway and

client device.

3. On the front panel, check the status of the 

LED

 icons and refer to identify the problem.

4. If you have cable television service, check your television to ensure your cable service is

operating properly.

5. If none of the above solutions resolves the problem, contact your service provider or call

ARRIS Technical Support at 

1-877-466-8646 for assistance.

Cannot Access the

SURFboard

®

 SVG2482AC Wi-Fi

®

 and Voice Modem for XFINITY

®

 Customers User Guide STANDARD Revision x.5

61

Summary of Contents for SURFboard SVG2482AC

Page 1: ...SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 P N 365 095 31279 ...

Page 2: ...ty of their respective owners 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 Fi Alliance CommScope provides this guide without warranty of any kind implied or expressed including but not limited to the impli...

Page 3: ...ponents 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 device safety requirements of the country of use Installation of this device must be in accordance with national wiring code...

Page 4: ... 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 directly on the device or use forced air to remove dust For added protection unplug the device from the wall outle...

Page 5: ...ditions 1 This device may not cause harmful interference and 2 This device must accept any interference received including interference that may cause undesired operation CAUTION Any changes or modifications not expressly approved by CommScope for compliance could void the user s authority to operate the equipment FCC Declaration of Conformity CommScope Inc 3871 Lakefield Drive Suwanee GA 30024 de...

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 oth...

Page 7: ...ntial 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 SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 7 ...

Page 8: ...SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 8 ...

Page 9: ...ork connection using your client device 21 Quick connect using the Windows taskbar 22 Connect using the Windows Control Panel 24 Connect your WPS enabled device 27 Test your Wi Fi network connection 27 Chapter 5 Using the gateway Web Manager 28 Start the SVG2482AC Web Manager 28 SVG2482AC Web Manager menu links 30 Exit the SVG2482AC Web Manager 32 Chapter 6 Configuring your Wi Fi network 33 Set up...

Page 10: ...rk connection status 56 Reboot your SVG2482AC 57 Reboot SVG2482AC using the Reset button 57 Reboot SVG2482AC using the Web Manager 57 Reset your SVG2482AC 58 Reset SVG2482AC using the Reset button 59 Reset SVG2482AC using the Web Manager 59 Exit the SVG2482AC Web Manager 60 Chapter 9 Troubleshooting tips 61 Solutions 61 Power LED Icon is OFF 61 Cannot Send or Receive Data 61 Cannot Access the Inte...

Page 11: ...easy connections for your WPS enabled devices This guide provides instructions for installing and configuring your SVG2482AC setting up secure Wi Fi network connections and managing your SVG2482AC and network configurations In the box Before installing the SVG2482AC check that the following items are also included in the box If any items are missing please call ARRIS Technical Support at 1 877 466...

Page 12: ...ch as a set top box or Smart TV Ethernet cable for each additional Ethernet enabled device System requirements High speed Internet access account Web browser access Internet Explorer Google Chrome Firefox or Safari Compatible operating systems Windows 10 Windows 8 Windows 7 Service Pack 1 SP1 Note Although older versions of Microsoft Windows operating systems are no longer specifically supported t...

Page 13: ...iew SVG2482AC front panel LED icons LED icon Blinking On solid WPS button WPS Pairing process is in progress Not applicable LED will turn OFF after the WPS enabled device is connected Not applicable LED does not blink Power is properly connected with the device power cord and the battery is not connected SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x...

Page 14: ...d activated on hook Telephone line 2 is off hook or call is in progress Telephone service for Line 2 is connected and activated on hook 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 Wi Fi network setup option that provides a quick and easy solution for setting up a...

Page 15: ...nnection for a single or two line telephone VoIP connection for a single line telephone Note For an Alarm system connection see Connect your telephone 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 Indic...

Page 16: ...tom of your SVG2482AC It contains the Wi Fi and voice modem information that you may need when contacting your service provider or ARRIS Technical Support To receive Internet service contact your service provider for assistance You may need to provide the following information listed on the label Wi Fi and voice modem Model name SVG2482AC Wi Fi and voice modem MAC address HFC MAC Wi Fi and voice m...

Page 17: ...on provided by Comcast Note When contacting Comcast you may need the information listed on the device label located on the bottom of your SVG2482AC see Wi Fi voice modem label Choose a location in your home where your client device and gateway are preferably near existing cable and electrical wall outlets For the best Wi Fi coverage in your home a central location in your home or building is recom...

Page 18: ... power cord included to the Power port on the rear of your 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 powers ON your SVG2482AC Connect your telephone If you are migrating your current XFINITY service from an existing device your current phone service and phone number will be transferred to your SVG...

Page 19: ...and pull on the locking tab of the battery cover to remove it 3 Slide the battery label side up with the terminal end first into the battery compartment until it is fully seated in place 4 Replace the battery cover with the locking tab facing upward and then push the cover until it snaps in place Note It may take up to 12 hours for the battery to reach a full charge Establish an Internet connectio...

Page 20: ...z 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 suggests that you use the same Wi Fi Network Name and Password that is currently set for your Wi Fi network Your Wi Fi devices will automatically connect to your SVG2482AC Wi Fi network 6 To check for Internet connectivity open a web browser such as Interne...

Page 21: ...rk name and password are listed on the SVG2482AC gateway label Choose one of the following Wi Fi network connection options to set up a Wi Fi network connection for your client device on your home network Personal Computer PC Select one of the following Quick connect using the Windows taskbar page 22 OR Connect using the Windows Control Panel The steps for setting up your Wi Fi network connection ...

Page 22: ...r client device 1 Select Settings to open the Wi Fi screen 2 Select Wi Fi to turn it ON Your device will automatically start searching and then list the available Wi Fi networks 3 Select the Wi Fi network name SSID for your home 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 n...

Page 23: ...om the list of available Wi Fi networks The default SSID is located on the Wi Fi and voice modem label page 16 3 Select Connect automatically to set up your Wi Fi devices to automatically connect to your Wi Fi home network without having to log on using a user password Sample available Wi Fi networks screen SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revisio...

Page 24: ...ee Prevent unauthorized access for more information on creating user passwords If you have already changed your Wi Fi network password using the SVG2482AC Web Manager enter the password in the Security key field Network connection create network password screen 6 Select Hide characters and then click OK to encrypt or hide your Wi Fi network password Connect using the Windows Control Panel 1 From t...

Page 25: ...works 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 Manually connect to a wireless network window 5 Click Manually create a network profile to open another Manually connect to a wireless network window SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x...

Page 26: ...list This is used for securing your Wi Fi network TKIP Temporal Key Integrity Protocol AES Advanced Encryption Standard recommended AES is the default encryption type for the SVG2482AC 9 Enter your Wi Fi network password Network Security Key in the Security Key field Note Remember to use a unique combination of letters numbers and special characters to create a more secure password See for more in...

Page 27: ...SVG2482AC front view 3 If applicable press the button on your WPS enabled device or other WPS WPS enabled device 4 Repeat step 3 for each additional WPS enabled device that you want to connect to your wireless network Test your Wi Fi network connection Perform the following connectivity test to check that Wi Fi network connections were established for the SVG2482AC and the other Wi Fi devices on y...

Page 28: ...ernet 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 SVG2482AC Login screen 3 Type the default user name and password Both entries are case sensitive Username admin Password password Note You must enter the defau...

Page 29: ...password in the Current Password field Enter a new admin password in the New Password field Repeat the new password in the Re enter New Password field Select the Show Typed Password checkbox to confirm that your new passwords match and then uncheck it when done Note Remember that passwords are case sensitive and that you can use any combination of letters and numbers only Special characters and sp...

Page 30: ...ault password at a later time See Change the default password for more information SVG2482R opening screen SVG2482AC Web Manager menu links The SVG2482AC main menu links and related submenu option links are displayed along the left side of the SVG2482AC Web Manager screen Click on the main menu link to expand the list of submenu options SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Custome...

Page 31: ...ct your home network from possible attacks from hackers or viruses Software Displays information related to the gateway software version Hardware Displays status information for the gateway hardware such as the battery status Ethernet connection s and Wi Fi connections Wizard Allows you to configure the default network settings on the gateway to set up a secure home network Connected Devices Provi...

Page 32: ...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 out and close the SVG2482AC Web Manager Click Logout link located in the upper right corner of the SVG2482AC Web Manager screen SVG2482AC Web Manager Logout link SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Gu...

Page 33: ...then click the Connection submenu options link 2 Click Wi Fi under the Connection submenu options to open the Gateway Connection Wi Fi screen 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 wireless frequency range that you are setting up for your wireless network SURFboard SVG2482AC Wi Fi and Voice Modem for XFINIT...

Page 34: ...Configuring your Wi Fi network SVG2482AC 2 4 GHz Wi Fi connection screen SVG2482AC 5 GHz Wi Fi connection screen SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 34 ...

Page 35: ...following wireless network security options for your wireless gateway from the Security Mode drop down list 2 4 GHz 5 GHz WPA2 PSK AES Wi Fi Protected Access version 2 with Pre Shared Key OR 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 perfor...

Page 36: ...ckbox in the Broadcast Network Name SSID field to display your SSID as an available wireless network to outside users Deselect the Enabled checkbox in the Broadcast 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 ar...

Page 37: ...to turn ON WPS wireless networking on your home network OR Click Disable in the Wi Fi Protected Setup WPS field to turn OFF WPS wireless networking on your home network 5 Do one of the following Click Enable in the WPS Pin 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 Do one of the following SURFboard ...

Page 38: ...WPS Pin number listed in the AP PIN field when you are prompted on your WPS device screen For WPS Push button connections press and hold the WPS button on your WPS enabled device for five or more seconds and then release 8 Click the PAIR button on the SVG2482AC to connect your WPS enabled device 9 Repeat steps 6 through 8 for each additional WPS enabled device that you want to connect SURFboard SV...

Page 39: ...our 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 create a secure password or passphrase that is not easily guessed Use phrases instead of names so that it may be easier for you...

Page 40: ...ch 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 Gateway Login screen 3 Type the default user name and password as they appear below Please note that both entries are case sensitive Username adm...

Page 41: ...n of letters and numbers only Special characters and spaces are not acceptable Letters A through Z uppercase and lowercase Numbers 0 to 9 10 Click SAVE to update your admin password 11 Find a secure place to write down and keep your new password Changing your admin password ARRIS recommends that you periodically change your administrator password for network security purposes 1 From any SVG2482AC ...

Page 42: ...se and lowercase Numbers 0 to 9 7 Click SAVE to update your admin password 8 Find a secure place to write down and keep your new password Set up firewall protection You can set up firewall filters and firewall alert notifications on your wireless network You can also block Java Applets Cookies ActiveX controls popup windows Proxies and website access To set the firewall protection level on your SV...

Page 43: ...curity levels screen Firewall IPv6 available security levels screen Low Common security higher risk Firewall IPv4 security level low screen Medium Safer configuration medium risk SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 43 ...

Page 44: ...work Firewall IPv4 security level medium screen High Safest configuration highest security Firewall IPv4 security level high screen Custom security SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 44 ...

Page 45: ...ter 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 to specific rules for login time access and content filtering To set up Parental Control on your home network 1 From any SVG2482AC Web Manager screen click the Parental ...

Page 46: ... Blocked Sites section to open the Add Site to be Blocked screen Parental Control Managed Sites screen 5 To fully block a website enter the website address in the URL field and then click the Yes Always Block button SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 46 ...

Page 47: ...y in the Set Block Time section 16 Select the days of the week in the Set Blocked Days section 17 Click SAVE 18 If you do not want to apply restrictions for a particular computer then click Yes for that particular computer under the Trusted Computers section 19 Click Managed Services from the Parental Control submenu options list to display the Parental Control Managed Services screen 20 Click the...

Page 48: ...r other client devices The inbound traffic from the Internet such as specific websites or online gaming applications is forwarded to the designated open ports that you set up Note ARRIS recommends that you manually configure the TCP IP settings listed below on the client device you are setting up for remote access Otherwise remote access to your client device will not be available on the Internet ...

Page 49: ...name for the service type 6 Select TCP UDP TCP or UDP for the Internet data transmission protocol from the Service Type drop down list 7 Perform one of the following Enter the IP address of your local computer that you are setting up for port forwarding in the Server IPv4 Address field OR Enter the IP address for your local computer that you are setting up for port forwarding in the Server IPv6 Ad...

Page 50: ... 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 any SVG2482AC Web Manager screen click the Advanced menu button on the SVG2482AC Web Manager main menu bar 2 Click Port Triggering from the Advanced submenu options...

Page 51: ...net 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 network to be the DMZ Host That client device will operate outside of the SVG2482AC firewall and allow remote access from the Internet to your client device gaming device or other IP enabled device The ...

Page 52: ... 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 to save the changes Note To disable the DMZ Host click the Disable buttton and then click SAVE SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 52 ...

Page 53: ...be helpful if you must 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 SVG2482AC hardware information screen View the gateway software ...

Page 54: ...r 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 SVG2482AC network connections screen 3 Click View Connected Devices to display a list of th...

Page 55: ...b 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 Local IP XFINITY SVG2482AC network settings screen SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 55 ...

Page 56: ...lick 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 XFINITY network connection status screen SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 56 ...

Page 57: ...n 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 and replaced with the factory default configuration 3 Remove the paper clip or small object from the Reset opening R...

Page 58: ... 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 OR Reset SVG2482AC using the Web Manager Note For network security purposes ARRIS recommends that you change the default admin password...

Page 59: ...AC 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 opening Reset SVG2482AC using the Web Manager Warning Resetting your SVG2482AC will delete your current gateway configuration To open the Reset Restore Gateway screen 1 From any SVG2482AC Web Manager screen click the Troubleshooting menu link 2 Click...

Page 60: ... takes approximately 60 to 90 seconds to complete and then the SVG2482AC reboots 5 Log in 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 link located in the upper right corner of the SVG2482AC Web Manager screen SVG2482AC Web Manager Logout link SURFboard S...

Page 61: ...witch 3 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 Solution 1 Check each end of the coaxial cable connection on the gateway and cable wall outlet Use your hand to tighten each connector if necessary 2 Check the Ethernet cable to make sure it is properly connected to the gateway and client devic...

Page 62: ...less 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 LED icon Status If during startup If during normal operation OFF Gateway is not properly plugged into the electrical wall outlet Gateway is u...

Page 63: ...rmal operation OFF Telephone is not detected Telephone is disconnected OFF Telephone is not detected Telephone is disconnected OFF Battery is not detected Battery is disconnected SURFboard SVG2482AC Wi Fi and Voice Modem for XFINITY Customers User Guide STANDARD Revision x 5 63 ...

Page 64: ...ctly 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 T...

Page 65: ...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 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 AN...

Page 66: ...Corporate Headquarters CommScope Hickory North Carolina 28602 USA T 1 828 324 2200 www commscope com ...

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