Motorola SURFboard SB4220 Series User Manual Download Page 59

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SURFboard Cable Modem SB4220 Series User Guide

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Introduction

Before You Begin

Installation & Configuration

FAQ

Troubleshooting

Glossary

License

For information about customer service, technical support, or warranty claims, see the
Software License and Warranty Information card provided with your SURFboard cable
modem.

For answers to typical questions, see

“Frequently Asked Questions”

on page 55.

For information about Motorola consumer cable products, education, and support, visit

http://www.motorola.com/broadband

Summary of Contents for SURFboard SB4220 Series

Page 1: ... Before You Begin Lists the items needed to install your SURFboard cable modem and describes Precautions Signing Up for Service and Computer System Requirements Installation and Configuration Overview Provides an overview and links to cable and configure your SURFboard cable modem including Setting Up a USB Driver Troubleshooting Provides suggestions to fix common problems Contact Us Provides cont...

Page 2: ... SERVICE PERSONNEL It is recommended that the customer install an AC surge arrestor in the AC outlet to which this device is connected This is to avoid damaging the equipment by local lightning strikes and other electrical surges This product was qualified under test conditions that included the use of the supplied cable between system components To be in compliance with regulations the user must ...

Page 3: ...on without written permission from Motorola Inc Motorola reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of Motorola to provide notification of such revision or change Motorola provides this guide without warranty of any kind either implied or expressed including but not limited to the implied warranties of merchantabili...

Page 4: ...or Service 6 Computer System Requirements 7 Ethernet Card 7 USB Connection 7 Installation and Configuration Overview 8 Cabling and Startup for a Single User 9 Setting Up a USB Driver 11 Setting Up a USB Driver in Windows 98 12 Setting Up a USB Driver in Windows 2000 16 Setting Up a USB Driver in Windows Me 20 Setting Up a USB Driver in Windows XP 21 Configuring TCP IP 22 ...

Page 5: ...8 or Me 30 Verifying the IP Address in Windows 2000 or XP 31 Cabling for Multiple Users 33 Ethernet and USB 33 Ethernet 34 Troubleshooting 35 Front Panel Lights and Error Conditions 37 Removing the USB Driver from Windows 98 or Me 38 Removing the USB Driver from Windows 2000 42 Removing the USB Driver from Windows XP 47 Contact Us 54 Frequently Asked Questions 55 Glossary 57 Software License 59 ...

Page 6: ...n connect A single computer equipped with a Universal Serial Bus USB port directly to the USB port on the SURFboard cable modem A single computer equipped with an Ethernet adapter directly to the Ethernet port on the SURFboard cable modem Two computers one to the USB port and one to the Ethernet port Up to 32 computers to a single SURFboard cable modem using an Ethernet hub Easier Unlike dial up m...

Page 7: ...when the cable modem is transferring data Key Light Flashing On 2 Power Startup diagnostics in progress The cable modem is powered on 3 Receive Scanning for a receive downstream channel connection The downstream channel is connected 4 Send Scanning for a send upstream channel connection The upstream channel is connected 5 Online Scanning for a network connection The startup process is complete 6 A...

Page 8: ... 10 On if there is a 10Base T Ethernet connection It flashes during data transfer 100 On if there is a 100Base T Ethernet connection It flashes during data transfer 2 USB The USB port provides a connection to USB equipped computers 3 If you experience a problem you can push this recessed button to reset the cable modem see Troubleshooting on page 35 Resetting may take 5 to 30 minutes because the c...

Page 9: ... the cable outlet you may need a 5 900 MHz RF splitter and two additional coaxial cables to use both the TV and the cable modem The coaxial cable and RF splitter are available at consumer electronic stores To connect your SB4220 to an Ethernet hub as described in Cabling for Multiple Users on page 33 you may need a crossover cable Check the documentation provided with your hub Item Description Pow...

Page 10: ...le from your cable modem or PC always touch the coaxial cable connector on the cable modem to release any static charges To prevent overheating the cable modem do not block the ventilation holes on its sides Do not open the cable modem Refer all service to your cable service provider Wipe the cable modem with a clean dry cloth Never use cleaning fluid or similar chemicals Do not spray cleaners dir...

Page 11: ...all your local cable service provider You need to provide the MAC address printed on the bar code label marked HFC MAC ID on the rear panel You can record your cable modem MAC address here 00 ______ ______ ______ ______ ______ You should ask your cable service provider the following questions Do you have any special system requirements When can I begin to use my cable modem Are there any files I n...

Page 12: ...le modem If it is not installed follow the installation instructions provided with your Ethernet card USB Connection You can use the USB connection with any PC running Windows 98 Windows 2000 Windows Me or Windows XP that has a USB interface The USB connection requires special USB driver software that is supplied on the SURFboard Cable Modem CD ROM You can upgrade the USB drivers from the Internet...

Page 13: ...up for a Single User on page 9 Cabling for Multiple Users on page 33 2 If you are using the USB port only go to Setting Up a USB Driver on page 11 Ethernet users can skip this step 3 Configure TCP IP and verify the IP address for your computer following one of Configuring TCP IP on page 22 Your Macintosh or UNIX user manual To connect a single PC running Microsoft Windows to a SURFboard cable mode...

Page 14: ...board Cable Modem CD ROM into your CD ROM drive 4 Plug the power cord into the POWER connector on the cable modem and the electrical outlet This turns your SURFboard cable modem on You do not need to unplug it when not in use 5 Check that the lights on the front of the cable modem cycle through this sequence Power flashes during the self test and changes to solid green when the self test is succes...

Page 15: ... the USB cable to the USB port on the cable modem Connect the other end to the USB port on your computer Then perform Setting Up a USB Driver on page 11 Ethernet Connect the provided straight through Ethernet cable to the Ethernet connector on the cable modem Connect the other end to the Ethernet port on your computer Ethernet users do not need to set up USB 7 Perform the procedures for Configurin...

Page 16: ...cedure for your Windows version Setting Up a USB Driver in Windows 98 on page 12 Setting Up a USB Driver in Windows 2000 on page 16 Setting Up a USB Driver in Windows Me on page 20 Setting Up a USB Driver in Windows XP on page 21 The SURFboard cable modem USB driver does not support Macintosh or UNIX computers For those systems you can connect through Ethernet only Be sure the SURFboard Cable Mode...

Page 17: ...able Modem CD ROM is inserted in your CD ROM drive before you plug in the USB cable This CD contains the USB drivers and must be inserted and read by the PC before you connect the cable modem to the PC A few seconds after you complete the USB connection the Add New Hardware Wizard window is displayed 1 Click Next 2 Be sure Search for the best driver for your device is selected as in the window at ...

Page 18: ...ft 5 Click Next The message Please wait while Windows searches for a new driver for this device is displayed If your computer successfully locates the driver you can skip to step 8 6 If your computer does not locate the driver the previous window is displayed again Select Specify a location and type the location of your CD ROM drive as shown at bottom left To load the driver successfully you may n...

Page 19: ...ation and perform the procedure for Removing the USB Driver from Windows 98 or Me on page 38 Then repeat this procedure 9 After the window at bottom left is displayed click Next If a window with the message Copying Files displays and asks for your CD ROM drive type your CD ROM drive letter for example D and click OK If an Insert Disk window similar to the one below is displayed Windows 98 system f...

Page 20: ...llation 10 Click Finish The window at bottom left is displayed 11 Click Yes to restart your computer When you finish setting up the USB driver you can continue with Configuring TCP IP on page 22 If you have difficulties setting up the USB driver perform Removing the USB Driver from Windows 98 or Me on page 38 and repeat this procedure If that does not correct your problem see the Software License ...

Page 21: ... the SURFboard Cable Modem CD ROM is inserted into the CD ROM drive before you plug in the USB cable A few seconds after you complete the USB connection the Found New Hardware window is displayed 1 Click Next 2 Be sure Search for a suitable driver for my device is selected 3 Click Next Although your SURFboard cable modem model number may be different than in the images in this guide the procedure ...

Page 22: ...tion FAQ Troubleshooting Glossary License X Home Print Exit 4 Be sure CD ROM drives is the only box checked as in the window at top left 5 Click Next The lower window is displayed 6 Click Next If the Insert Disk window is displayed be sure the SURFboard Cable Modem CD ROM is in the CD ROM drive and follow steps 7 to 12 Otherwise you can skip to step 13 ...

Page 23: ...ssary License X Home Print Exit 7 On the Insert Disk window click OK The Files Needed window is displayed 8 If necessary select your CD ROM drive in the Copy files from list 9 Click Browse 10 Locate the SB4220 sys file in the CD ROM root directory 11 Double click the SB4220 sys file The Files Needed window is displayed 12 Click OK The Found New Hardware Wizard window is displayed ...

Page 24: ...nfiguration FAQ Troubleshooting Glossary License X Home Print Exit 13 Click Finish to complete the installation When you finish setting up the USB driver you can continue with Configuring TCP IP on page 22 If you have any difficulties setting up the USB driver perform Removing the USB Driver from Windows 2000 on page 42 and repeat this procedure ...

Page 25: ...ew Hardware Wizard window is displayed 1 Click Next Windows automatically searches for the correct USB drivers and installs them If the installation is successful the window at bottom left is displayed 2 If the window at bottom left is displayed click Finish Otherwise be sure the SURFboard Cable Modem CD ROM is correctly inserted in your CD ROM drive When you finish setting up the USB driver you c...

Page 26: ...ndow is displayed 1 Be sure Install the software automatically is selected 2 Click Next Windows automatically searches for the correct USB drivers and installs them If the installation is successful the window at bottom left is displayed 3 Click Finish to complete the installation Otherwise be sure the SURFboard Cable Modem CD ROM is correctly inserted in your CD ROM drive When you finish setting ...

Page 27: ...or communication between computers Perform one of Configuring TCP IP in Windows 95 98 or Me on page 23 Configuring TCP IP in Windows 2000 or XP on page 26 Follow the instructions in your Macintosh or UNIX user manual After configuring TCP IP perform one of the following to verify the IP address Verifying the IP Address in Windows 95 98 or Me on page 30 Verifying the IP Address in Windows 2000 or X...

Page 28: ...cintosh or UNIX system refer to your user guide 1 On the Windows Desktop click Start 2 Select Settings and then Control Panel from the pop up menus 3 Double click the Network icon on the Control Panel window 4 Select the Configuration tab on the Network window 5 If TCP IP is displayed in the list of network components it is installed and you can skip to step 10 If TCP IP is not displayed on the li...

Page 29: ...e You Begin Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 6 Click Add 7 Double click the Protocol option on Select Network Component Type window 8 Click Microsoft in the Manufacturers section and click TCP IP in the Network Protocol section of Select Network Protocol window 9 Click OK ...

Page 30: ... one TCP IP entry choose the one for the Ethernet card or USB port connected to the cable modem 11 Click Properties The TCP IP window is displayed 12 Click the IP Address tab 13 Click Obtain an IP address automatically 14 Click OK to accept the TCP IP settings 15 Click OK to close the Network window 16 Click OK when prompted to restart your computer and click OK again When you complete TCP IP conf...

Page 31: ... Configuring TCP IP in Windows 95 98 or Me on page 23 For a Macintosh or UNIX system refer to your user guide 1 On the Windows Desktop click Start 2 Select Settings and then Control Panel from the pop up menus 3 Double click the Network and Dial up Connections icon on the Control Panel window 4 On the Network and Dial up Connections window click Local Area Connection number The value of number var...

Page 32: ... Troubleshooting Glossary License X Home Print Exit 5 Click Properties Information similar to the lower window is displayed 6 If Internet Protocol TCP IP is in the list of components TCP IP is installed You can skip to step 10 If Internet Protocol TCP IP is not in the list click Install The Select Network Component Type window is displayed Continue with step 7 ...

Page 33: ... FAQ Troubleshooting Glossary License X Home Print Exit 7 Click Protocol on the Select Network Component Type window and click Add The Select Network Protocol window is displayed 8 Click Internet Protocol TCP IP in the Network Protocol section on the Select Network Protocol window 9 Click OK The Local Area Connection number Properties window is re displayed ...

Page 34: ... TCP IP is checked 11 Click Properties The Internet Protocol TCP IP Properties window is displayed as shown at bottom left 12 Be sure Obtain IP address automatically and Obtain DNS server address automatically are selected 13 Click OK to accept the TCP IP settings 14 Click OK to close the Local Area Connection number Properties window 15 Click OK when prompted to restart your computer and click OK...

Page 35: ...address 1 On the Windows Desktop click Start 2 Select Run The Run window is displayed 3 Type winipcfg exe and click OK A window similar to the example at top left is displayed 4 Select your adapter name the Ethernet card or USB device 5 Click Renew 6 Click OK after the system displays an IP address If after performing this procedure your computer cannot access the Internet call your cable service ...

Page 36: ...1 On the Windows Desktop click Start 2 Select Run The Run window is displayed 3 Type cmd and click OK A window like the one at upper left is displayed 4 Type ipconfig and press ENTER to display your IP configuration A display like the window at upper left indicates a normal configuration If an Autoconfiguration IP Address is displayed as in the window at bottom left there is an incorrect connectio...

Page 37: ... Troubleshooting Glossary License X Home Print Exit To renew your IP address 1 Type ipconfig renew and press ENTER If a valid IP address is displayed as shown at left Internet access should be available 2 Type exit and press ENTER to return to Windows If after performing this procedure your computer cannot access the Internet call your cable service provider for help ...

Page 38: ...ect the USB port on one computer and the Ethernet port on another computer directly to the cable modem as shown at top left Caution You can connect a single computer to the USB port and from one to 31 remaining users to an Ethernet hub as shown at bottom left You cannot connect more than one computer to the cable modem through the USB port Do not connect both the Ethernet and USB cables to the sam...

Page 39: ...allation Configuration FAQ Troubleshooting Glossary License X Home Print Exit Ethernet You can connect up to 32 computers to an Ethernet hub connected to a SURFboard cable modem as shown at left Cable outlet SURFboard cable modem Coaxial cable Crossover Ethernet cable Ethernet hub Computer Computer Computer Ethernet cable ...

Page 40: ...tton on the rear panel Resetting the cable modem may take 5 to 30 minutes Your service provider may ask for the status of the front panel lights as described in Front Panel Lights and Error Conditions on page 37 Problem Possible Solutions Green POWER light is off Check that the power cord is properly plugged into the electrical outlet and the cable modem Check that the electrical outlet is working...

Page 41: ... TV is working and the picture is clear If you cannot receive your regular TV channels your data service will not function Check the coaxial cable at the cable modem and wall outlet Hand tighten if necessary Check the IP address Follow the steps in Verifying the IP Address in Windows 95 98 or Me on page 30 or Verifying the IP Address in Windows 2000 or XP on page 31 Call your cable service provide...

Page 42: ...p and Front Panel on page 2 Light Turns Off During Startup If Turns Off During Normal Operation If Receive The receive channel cannot be acquired The receive channel is lost Send The send channel cannot be acquired The send channel is lost Online IP registration is unsuccessful The IP registration is lost Power The cable modem is not properly plugged into the power outlet The cable modem is unplug...

Page 43: ...ary License Removing the USB Driver from Windows 98 or Me 1 On your Windows Desktop right click the Network Neighborhood icon and select Properties The Network window is displayed 2 Click the Motorola SurfBoard USB Cable Modem Although your SURFboard cable modem model number may be different than in the images in this guide the procedure is the same ...

Page 44: ...in Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 3 Click Remove The Network window no longer displays Motorola SurfBoard USB Cable Modem in the list 4 Click OK The System Settings Change window is displayed 5 Disconnect the USB cable from your PC or cable modem 6 Click Yes to restart your computer ...

Page 45: ...board to exit the start up screens 9 To start Windows Explorer click Start and select Run 10 In the Run window type explorer and click OK The Exploring window is displayed 11 Select your CD ROM drive D in the image at left 12 Double click remove or remove exe to run the Remove utility from the SURFboard Cable Modem CD ROM The SURFboard Cable Modem USB Driver Removal window is displayed Your Window...

Page 46: ...iguration FAQ Troubleshooting Glossary License X Home Print Exit 13 Click Remove Driver to remove the USB driver After you remove the USB driver re install the USB driver on your computer Setting Up a USB Driver in Windows 98 on page 12 Setting Up a USB Driver in Windows Me on page 20 If you continue to have problems contact your cable service provider ...

Page 47: ...You Begin Installation Configuration FAQ Troubleshooting Glossary License Removing the USB Driver from Windows 2000 1 On your Windows desktop click Start 2 Click Settings 3 Click Control Panel to display the Control Panel window 4 Double click System to display the System Properties window ...

Page 48: ...ver from Windows 2000 continued Introduction Before You Begin Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 5 On the System Properties window click the Hardware tab 6 Click the Device Manager button to display the Device Manager window ...

Page 49: ...me Print Exit 7 On the Device Manager window double click Network Adapters 8 Click the Motorola SurfBoard USB Cable Modem The Uninstall icon is displayed on the window near the top 9 Click the Uninstall icon 10 Close the Device Manager window 11 Close the Control Panel window Although your SURFboard cable modem model number may be different than in the images in this guide the procedure is the sam...

Page 50: ...yboard to exit the start up screens 14 To start Windows Explorer click Start and select Run 15 In the Run window type explorer and click OK 16 Double click My Computer 17 Double click the Motorola CD icon D in the image 18 Double click remove or remove exe to run the Remove utility from the SURFboard Cable Modem CD ROM The SURFboard Cable Modem USB Driver Removal window is displayed Your Windows E...

Page 51: ... 19 The window on the left is displayed Be sure the USB cable is disconnected 20 Click Remove Driver Informational messages similar to the ones shown at left are displayed on the SURFboard Cable Modem USB Driver Removal window After you remove the USB driver re install the USB driver following Setting Up a USB Driver in Windows 2000 on page 16 If you continue to have problems contact your cable se...

Page 52: ...License Removing the USB Driver from Windows XP 1 On the Windows desktop click Start to display the Start window shown at left 2 Click Control Panel to display the Control Panel window The display varies depending on your Windows XP view options 3 If a Category view similar to below is displayed click Performance and Maintenance Otherwise skip to step 5 ...

Page 53: ...e USB Driver from Windows XP continued Introduction Before You Begin Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 4 On the Performance and Maintenance window click System to display the System Properties window Skip to step 6 ...

Page 54: ...g the USB Driver from Windows XP continued Introduction Before You Begin Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 5 If a classic view similar to at left is displayed click System to display the System Properties window ...

Page 55: ...r from Windows XP continued Introduction Before You Begin Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 6 On the System Properties window click the Hardware tab 7 Double click the Device Manager button to display the Device Manager window ...

Page 56: ...e Print Exit 8 On the Device Manager window double click Network adapters 9 Click the Motorola SurfBoard USB Cable Modem The Uninstall icon is displayed on the window near the top 10 Click the Uninstall icon 11 Close the Device Manager window 12 Close the Control Panel window Although your SURFboard cable modem model number may be different than in the images in this guide the procedure is the sam...

Page 57: ...board to exit the start up screens 15 To start Windows Explorer click Start and select Run 16 In the Run window type explorer and click OK 17 Double click My Computer 18 Double click the Motorola CD icon D in the image 19 Double click remove or remove exe to run the Remove utility from the SURFboard Cable Modem CD ROM The SURFboard Cable Modem USB Driver Removal window is displayed Your Windows Ex...

Page 58: ... 20 The window on the left is displayed Be sure the USB cable is disconnected 21 Click Remove Driver Informational messages similar to the ones shown at left are displayed on the SURFboard Cable Modem USB Driver Removal window After you remove the USB driver re install the USB driver following Setting Up a USB Driver in Windows XP on page 21 If you continue to have problems contact your cable serv...

Page 59: ...act Us For information about customer service technical support or warranty claims see the Software License and Warranty Information card provided with your SURFboard cable modem For answers to typical questions see Frequently Asked Questions on page 55 For information about Motorola consumer cable products education and support visit http www motorola com broadband ...

Page 60: ... to 100 times faster than a traditional phone modem You can experience speeds of over 1 000 Kbps Due to network condition such as traffic volume and the speed of the sites you visit actual speed may vary Many network and other factors can affect download speeds Q Can I still watch cable TV while using my cable modem A Yes your cable TV line can carry the TV signal while you send and receive inform...

Page 61: ...I need to change my Internet service provider ISP A Currently most Internet service providers do not provide cable Internet access Contact your cable company for your specific information Q Do I need to subscribe to cable TV to get cable Internet access A No but you will need to subscribe to cable Internet service Some systems require that you subscribe to basic service before you can get Internet...

Page 62: ...start up downstream In a cable data network downstream describes the direction of data received by your computer from the Internet Ethernet The most widely used type of local area network LAN The most commonly installed Ethernet networks are called 10Base T 10Base T provides transmission speeds up to 10 megabits per second Mbps usually over twisted pair wire Fast Ethernet 100Base T provides transm...

Page 63: ...ions of cycles per second One MHz means one million cycles per second splitter A splitter is a device that divides the signal power from an input cable equally between two or more signals each carrying a selected frequency range TCP IP Transmission Control Protocol Internet Protocol is a set of protocols that provides standards and rules for communication between networks upstream In a cable data ...

Page 64: ... AND TO ANY SUBSEQUENT USER OF THIS SOFTWARE IF YOU DO NOT AGREE TO ALL OF THE TERMS OF THIS LICENSE I DO NOT INSTALL OR USE THE SOFTWARE AND II RETURN THE CABLE DATA PRODUCT AND THE SOFTWARE COLLECTIVELY PRODUCT INCLUDING ALL COMPONENTS DOCUMENTATION AND ANY OTHER MATERIALS PROVIDED WITH THE PRODUCT TO YOUR POINT OF PURCHASE OR SERVICE PROVIDER AS THE CASE MAY BE FOR A FULL REFUND BY INSTALLING O...

Page 65: ... the Product components in violation of any United States export laws The Product is not designed or intended for use in on line control of aircraft air traffic aircraft navigation or aircraft communications or in design construction operation or maintenance of any nuclear facility MOTOROLA AND ITS 3RD PARTY LICENSORS DISCLAIM ANY EXPRESS OR IMPLIED WARRANTY OF FITNESS FOR SUCH USES YOU REPRESENT ...

Page 66: ... party software provided as a bundled application or otherwise with the Software U S GOVERNMENT RESTRICTED RIGHTS The Product and documentation is provided with RESTRICTED RIGHTS The use duplication or disclosure by the Government is subject to restrictions as set forth in subdivision c 1 ii of The Rights in Technical Data and Computer Software clause at 52 227 7013 The contractor manufacturer is ...

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