Arris SURFboard SBG10 User Manual
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Arris SURFboard SBG10 User Manual

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SURFboard® SBG10
DOCSIS 3.0 Wi-Fi Cable Modem
User Guide
August 2018
Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

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Summary of Contents for Arris SURFboard SBG10

  • Page 1 SURFboard® SBG10 DOCSIS 3.0 Wi-Fi Cable Modem User Guide August 2018 Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 2 ARRIS 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.

  • Page 3: Table Of Contents

    Safety and regulatory information ................5 Important safety instructions .................... 5 FCC statements ........................7 Wireless LAN information ....................8 Caring for the environment by recycling your ARRIS equipment ........9 Getting started ....................... 10 In the box ........................ 10 System requirements ...................... 11 Contact information ......................
  • Page 4 Exit the SBG10 web manager ..................66 Troubleshooting tips ....................67 Solutions .......................... 67 Front panel LED icons and error conditions ..............68 Warranty information ..................... 69 PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 5: Safety And Regulatory Information

    Pay attention to cords where they are attached to plugs and convenience receptacles. Examine the point where they exit from the device. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 6 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 PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 7: Fcc Statements

    (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 could void the user’s authority to operate the equipment.

  • Page 8: Wireless Lan Information

    Protecting & monitoring your Wi-Fi network (page 49) in this guide for more information or visit the ARRIS Support website at www.arris.com/selfhelp. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights...

  • Page 9: Caring For The Environment By Recycling Your Arris Equipment

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

  • Page 10: Getting Started

    Welcome to the next generation of ultra high-speed ARRIS SURFboard® DOCSIS®3.0 Wi-Fi cable modems. The SURFboard SBG10 is a combination DOCSIS 3.0 cable modem and two- port Ethernet router with Wi-Fi. It uses DOCSIS 3.0 technology to provide ultra high-speed Internet access on your home or small business network.

  • Page 11: System Requirements

    • Mac® 10.4 or higher • UNIX® • Linux® Contact information For technical support and additional ARRIS product information: Visit the ARRIS Support website: www.arris.com/selfhelp  Call ARRIS Technical Support: 1-877-466-8646  PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC.

  • Page 12: Product Overview

    SBG10 and another 2.4 GHz Wi-Fi enabled device on your home network; such as a laptop, tablet, or Wi-Fi telephone. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 13: Rear Panel

    The WPS Pairing process either failed  or did not complete after two minutes. Rear panel Figure 2: SBG10 rear view PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 14 100 - 240 VAC Power connector Power Port WARNING! To avoid any damage to your SBG10, only use the power cord provided in the box. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 15: Wi-Fi Cable Modem Label

    Wi-Fi Cable Modem Model name (SBG10)  Wi-Fi Cable Modem MAC address (HFC MAC)  Wi-Fi Cable Modem Serial number (SN)  PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 16: Installing The Wi-Fi Cable Modem

    Note: The following installation procedure covers the wired Ethernet connection so that you can confirm that your SBG10 was properly installed and can connect to the Internet. Figure 4: SBG10 connection diagram PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 17: Establish An Internet Connection

    4. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter The ARRIS website should open. If the website did not open, please contact your service provider for assistance. 5. Check that the Power, Send/Receive, and Online front panel LEDs on your SBG10 light up in sequential order.

  • Page 18: Using The Wi-Fi Cable Modem Web Manager

    If this is your first time logging on to the SBG10 Web Manager, you must use the default user password. For network security, ARRIS recommends that you change the default user password. You can change it at any time, see...
  • Page 19 The Alerts!! message box displays: Figure 7: SBG10 web manager alerts message box Note: ARRIS recommends that you change the default user password for network security to protect your Wi-Fi home network from unauthorized user access on the Internet. Choose one of the following options: o Change the default user password now, continue with step 6.

  • Page 20: Sbg10 Web Manager Menu Bar

    The SBG10 menu buttons are displayed along the top of the SBG10 Web Manager screen (see Figure 9). To view a submenu screen, click the related menu button on the menu bar. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 21: Sbg10 Web Manager-Available Languages

    Closes the SBG10 web manager. Logout SBG10 web manager-available languages The SBG10 Web Manager is available in the following languages: English  Espanol (Spanish)  PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 22: Change The Language For The Sbg10 Web Manager

    Figure 11: SBG10 language screen 6. Click the Language drop-down arrow in the Basic Setup section. 7. Select the language from the Language drop-down list. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 23: Get Help

    Figure 12: SBG10 product registration screen 9. Click one of the following options to continue: • Register now - opens the ARRIS Device Registration screen. Complete each entry and follow the prompts to register your SBG10. • Ask me later – the Product Registration box will display every time you log in to the SBG10 Web Manager until you either register your SBG10 or click Stop asking.

  • Page 24: Exit The Sbg10 Web Manager

    To log out and close the SBG10 Web Manager: Click Logout button located above the SBG10 Web Manager menu bar.  Figure 14: SBG10 web manager logout button PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 25: Setting Up A Wi-Fi Network Connection

    2. Type the default LAN IP address, 192.168.100.1, in the Address bar and then press Enter to log on to your SBG10 and open the SBG10 Web Manager. The SBG10 Login screen displays. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 26 4. Click Apply to open the SBG10 Web Manager. The Alerts!! message box displays: Figure 17: SBG10 web manager alerts message box PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 27 8. Click QUICK START WIZARD from the Basic Setup submenu options list to start the SBG10 Quick Start Wizard and The Welcome screen displays. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 28 Enter a new Wi-Fi network name for your Wi-Fi home network in the Network Name (SSID) field. Your new network name can contain any combination of up to 32 alphanumeric characters. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 29 Wi-Fi home network and deter hackers or unauthorized access to your Wi-Fi home network. Note: ARRIS recommends that you change the default Wi-Fi Security Key to a more secure Wi-Fi network password to protect your Wi-Fi home network from unauthorized access.
  • Page 30 Make sure to repeat the same user password in the respective fields. 15. Select the Change Password checkbox to enable you to change the current user password. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 31 If you clicked Apply, wait for your Wi-Fi network settings to be saved. When the process is finished, the Settings Applied screen will open. Figure 26: SBG10 quick start wizard - screen 7 of 7 PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 32: Set Up A Wi-Fi Network Connection Using Your Mobile Device

    Set up a Wi-Fi network connection using your mobile device The ARRIS SURFboard Manager mobile app is a quick and easy-to-use option to set up your Wi-Fi home network connection(s) using your iOS or Android mobile device. 1. Check that your Wi-Fi cable modem is powered ON and connected to your home network.
  • Page 33 Figure 30: ARRIS SURFboard Manager mobile app opening screens 6. Continue to follow the mobile app prompts to configure your Wi-Fi home network connection(s). For additional information or instructions for using the mobile app, see the ARRIS SURFboard Manager Mobile App User Guide available online at ARRIS SURFboard Manager.

  • Page 34: Set Up A Wi-Fi Network Connection Using Your Client Device

    Note: If the Wi-Fi Link icon is not visible, left-click on the Show hidden icons button on the Windows taskbar to open the list of additional icons. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 35 Chapter 6: Setting up a Wi-Fi network connection Figure 32: Sample available Wi-Fi networks window 2. Locate and left-click on the SBG10 Wi-Fi network name or SSID (for example, ARRIS-####) for your SBG10 from the list of available Wi-Fi networks.
  • Page 36 Manager, enter that password in the Security key field. Figure 35: Network connection-create network password window 6. Select Hide characters and then click OK to encrypt your network password. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 37 Figure 37: Manually connect to a wireless network window 5. Click Manually create a network profile to open another Manually Connect to a Wireless Network window. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 38 Chapter 6: Setting up a Wi-Fi network connection Figure 38: Manually connect to a wireless network window 6. Enter the SBG10 Wi-Fi network name or SSID (ARRIS-####) for your SBG10 in the Network name field. The default SSID is listed on the Wi-Fi cable modem label on the bottom of your SBG10.

  • Page 39: Android Device

    3. Select the Wi-Fi network name (SSID) for your home network from the list to connect.  If your Wi-Fi connection is successful, will display next to the Wi-Fi network name. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 40: Test Your Wi-Fi Network Connection

    Firefox, or Safari. 4. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter. If the website failed to open, please contact your service provider or call ARRIS Technical Support at 1-877-466-8646 for assistance. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC.

  • Page 41: Configuring Your Wi-Fi Network

    Wi-Fi frequency range you are setting up for your Wi-Fi network. 3. Click BASIC from the Wireless submenu option you are setting up. Figure 39: SBG10 2.4 GHz wireless screen PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 42 - or - Deselect the Broadcast Network Name (SSID) checkbox to turn OFF displaying your SSID as an available Wi-Fi network to outside users. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 43 Wi-Fi network without a Wi-Fi Security Key (network password). • WEP (64/128) (poor security): Wired Equivalent Privacy. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 44: Set Up Wps On Your Wi-Fi Network

    Start WPS Association button on the 2.4G/5G WPS Settings screen to start the WPS pairing process. The Waiting for WPS connection… message displays. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 45 You can use any combination of letters (lowercase and uppercase), numbers, and/or special characters (symbols) up to a maximum of 32 characters. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 46 15. Select the WMM Power Save mode checkbox to set the more efficient power management method. -or- Deselect the WMM Power Save mode checkbox to turn OFF the WMM Power Save mode. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 47: Change Your Wi-Fi Network Name (Ssid)

    Wi-Fi network connection. For security purposes and quick recognition of your Wi-Fi network, ARRIS recommends that you change the default SSID. Note: When you change the SSID, any Wi-Fi devices that are already connected to your Wi-Fi network will be disconnected from the network.
  • Page 48 8. Click Apply at the bottom of the screen when you are finished. The new Wi-Fi network name should appear in the list of available Wi-Fi networks when you reconnect your Wi-Fi devices. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 49: Protecting & Monitoring Your Wi-Fi Network

    SBG10 and other Wi-Fi devices as well. Default passwords are commonly used and shared on the Internet. To ensure that your Wi-Fi home network is secure, ARRIS recommends that you follow these best practices for user passwords: Always create a secure password or pass phrase that is not easily guessed.
  • Page 50 7. Find a secure place to write down and keep your new password for future reference, if needed. The System Basic Setup screen displays. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 51: Set Up Firewall Protection

    To set the firewall protection level: 1. From any SBG10 Web Manager screen, click the Firewall main menu button on the SBG10 Web Manager menu bar. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018 ARRIS Enterprises, LLC. All rights reserved.
  • Page 52 4. Select or deselect any of the following to set up firewall protection on your home network: • Firewall Enable/Disable • DoS Attack Protection PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 53: Set Up Parental Controls

    2. Click PARENTAL CONTROLS from the Firewall submenu options list to display the Parental Controls screen. Figure 47: Parental control-change time zone screen PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 54: Set Up Ip Filtering

    Manager main menu bar. 2. Click CLIENT IP FILTERS from the Firewall submenu options list to display the Client IP Filters Configuration screen. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 55 9. Click Add Client IP Filter to create the IP filter. 10. Repeat steps 3 thru 9 for each additional range of IP addresses that you want to block Internet access. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 56: Set Up Mac Address Filtering

    Figure 52: Set up MAC filters screen 5. Enter the least significant byte of the starting IP address in the MAC Address field. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 57: Set Up Port Triggers

    Figure 53: Advanced port triggers screen 3. Click Add button to open the Add Port Trigger screen. Figure 54: Add port triggers screen PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 58: Set Up The Dmz Host

    4. Enter the IP address of the computer or gaming device that you are setting up as the DMZ host. 5. Click Apply, when you are finished. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 59 Internet. Note: To disable the DMZ Host, deselect (uncheck) the Enable DMZ checkbox and then click Apply. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018 ARRIS Enterprises, LLC. All rights reserved.

  • Page 60: Managing Your Wi-Fi Cable Modem And Connected Networks

    The SBG10 Login screen displays. Figure 56: SBG10 login screen 3. Click Device Status button to open the SBG10 Device Status screen. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 61: View The Sbg10 Product And Status Information

    2. Click SYSTEM INFORMATION from the Utilities submenu options list to display the System Information screen. 3. Click the Refresh button (F5) in your web browser to reload the information on the screen. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 62 Figure 58: SBG10 status – system information screen (1 of 2) Figure 59: SBG10 status – system information screen (2 of 2) PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 63: Back Up Your Sbg10 Configuration

    You can use the backup file to restore your custom SBG10 settings if you made changes that you no longer want. Caution: ARRIS recommends that you perform the SBG10 configuration backup using the SBG10 default login user name and password.

  • Page 64: Reset The Sbg10 Configuration Using The Reset Button

    WARNING! This process also deletes any custom SBG10 configurations you may have already created. ARRIS recommends that you create a backup copy of your configuration before resetting your SBG10. See Back up your SBG10 configuration (page 63) for more information.

  • Page 65: Restore The Sbg10 Configuration

    Reset the SBG10 configuration settings WARNING! This process also deletes any custom SBG10 configurations you may have already created. ARRIS recommends that you create a backup copy of your configuration before resetting your SBG10. See Back up your SBG10 configuration (page 63) for more information.

  • Page 66: Exit The Sbg10 Web Manager

    To log out and close the SBG10 Web Manager: Click Logout button located on the SBG10 Web Manager menu bar.  Figure 63: SBG10 web manager Logout button PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 67: Troubleshooting Tips

    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. PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2018, ARRIS Enterprises, LLC.

  • Page 68: Front Panel Led Icons And Error Conditions

    BLINKING IP registration is unsuccessful IP registration is lost LED is disabled LED is disabled LED is disabled LED is disabled PN 365-095-32809 x.1 SURFboard SBG10 Wi-Fi Cable Modem User Guide Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.

  • Page 69: Warranty Information

    Product. ARRIS’ warranties apply only to a Product that is manufactured by ARRIS and identified by ARRIS owned trademark, trade name or product identification logos affixed to the Product. ARRIS does not warrant to you, the end user, or to anyone else that the Software will perform error free or without bugs.
  • Page 70 While every reasonable effort has been made to ensure that you will receive a Product that you can use and enjoy, ARRIS does not warrant that the functions of the Product will meet your requirements or that the operation of the Product will be uninterrupted or error- free.
  • Page 71 Corporate Headquarters ARRIS · Suwanee · Georgia · 30024 · USA www.arris.com...

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