Motorola SB5100 - SURFboard - 38 Mbps Cable Modem, User Manual

Page 1: ...fore 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 for cabling and configuring your SURFboard cable modem including Setting Up a USB Driver Troubleshooting Provides suggestions to fix common problems Contact Us Provides co...

Page 2: ...ty Responsible For Compliance Could Void The User s Authority To Operate The Equipment 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 s...

Page 3: ...instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measure...

Page 4: ...formation or adaptation 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 warran...

Page 5: ...t 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 Configuring TCP IP in Windows 95 98 or Windows Me 23 Configuring TCP IP in Wi...

Page 6: ... in Windows 2000 or Windows XP 38 Renewing your IP Address 39 Cabling for Multiple Users 40 Ethernet and USB 40 Ethernet 41 Troubleshooting 42 Front Panel Lights and Error Conditions 44 Removing the USB Driver from Windows 98 or Windows Me 45 Removing the USB Driver from Windows 2000 49 Removing the USB Driver from Windows XP 54 Contact Us 61 Frequently Asked Questions 62 Glossary 64 Software Lice...

Page 7: ...uipped 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 as shown in Cabling for Multiple Users on page 40 Eas...

Page 8: ...ht 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 PC Activity Transmitting or receiving data A devic...

Page 9: ... Ethernet port provides a connection to Ethernet equipped computers using a cable terminated with an RJ 45 connector 2 USB The USB port provides a connection to USB equipped computers 3 CABLE The CABLE port provides a connection to the coaxial cable coax outlet 4 12VDC This connector provides power to the cable modem E THERNET USB C AB LE 12VDC USB CPE MAC ID A BDCEF0 12345 S N PP PPMMYJJJSS SSSCA...

Page 10: ...le modem to the nearest cable outlet If a TV is connected to the cable outlet you may need a 5 900 MHz RF splitter and a total of three coaxial cables to connect both the TV and the cable modem The coaxial cable and RF splitter are available at consumer electronic stores Item Description Power adapter Connects the SURFboard cable modem to a power adapter to connect to the AC electrical outlet 10 1...

Page 11: ...e 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 directly on the unit or use forced air to remove dust ETHERNET USB C ABLE 12VDC ...

Page 12: ...l cable service provider To receive data service you need to provide the MAC address printed on the bar code label marked CM HFC MAC ID on the bottom of the cable modem You can record it 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 ...

Page 13: ... 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 your USB drivers from our Downloads...

Page 14: ...r a Single User on page 9 Cabling for Multiple Users on page 40 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 modem we ...

Page 15: ...on the cable modem and the electrical outlet This turns the SURFboard cable modem on You do not need to unplug it when not in use 5 Check that the lights on the cable modem front cycle through this sequence Power flashes during the self test and changes to solid green when the self test is successfully complete Receive flashes while scanning for the receive downstream channel and changes to solid ...

Page 16: ...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 Configuring TCP...

Page 17: ...ver 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 When you finish setting up the USB driver you can continue with Configuring TCP IP on page 22 The SURFboard cable modem USB driver does not support Macintosh or UNIX computers For those systems you can connect through Ethe...

Page 18: ...SURFboard Cable 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 3 Click N...

Page 19: ...indows searches for a new driver for this device is displayed 6 If your computer successfully locates the driver skip to step 8 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 To load the driver successfully you may need to click Browse to manually select the driver file from the CD ROM For the ...

Page 20: ... perform the procedure for Removing the USB Driver from Windows 98 or Windows Me on page 45 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 fi...

Page 21: ...w 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 in Windows 95 98 or Windows Me on page 23 If you have difficulties setting up the USB driver perform Removing the USB Driver from Windows 98 or Windows Me on page 45 and repeat this procedure If that does not correct your problem see the Regulatory ...

Page 22: ...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 is th...

Page 23: ...n Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 4 Be sure CD ROM drives is the only box checked 5 Click Next 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 11 Otherwise you can skip to step 12 ...

Page 24: ...yed 8 For the SB5100 if necessary select your CD ROM drive in the Copy files from list Or For the SB5120 be sure that the SB5120 CD ROM is in the CD ROM drive 9 For the SB5100 Click Browse Or For the SB5120 if necessary select your CD ROM drive in the Copy files from list and skip to step 11 10 For the SB5100 double click the NetMotCM sys file in the CD ROM root directory The Files Needed window i...

Page 25: ...AQ Troubleshooting Glossary License X Home Print Exit 12 Click Finish to complete the installation When you finish setting up the USB driver you can continue with Configuring TCP IP in Windows 2000 on page 26 If you have any difficulties setting up the USB driver perform Removing the USB Driver from Windows 2000 on page 49 and repeat this procedure ...

Page 26: ...zard 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 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 up the USB driver you can continue with Configurin...

Page 27: ...layed 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 up the USB d...

Page 28: ...rm one of Configuring TCP IP in Windows 95 98 or Windows Me on page 23 Configuring TCP IP in Windows 2000 on page 26 Configuring TCP IP in Windows XP on page 30 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 Windows 98 or Windows Me on page 37 Verifying the IP Addres...

Page 29: ...el 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 Verify that TCP IP is installed for the adapter that will be used to connect to the SURFboard cable modem If TCP IP is installed then skip to step 10 If TCP IP is not installed for the adapter continue with step 6 Although your SURFboard cable modem model numb...

Page 30: ...Q Troubleshooting Glossary License X Home Print Exit 6 Select the adapter to be used for the SURFboard cable modem connection and then 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 31: ...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 configuration...

Page 32: ...00 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 double click Local Area Connection number The value of number varies from system to system The Local Area Connection number Status window is displayed ...

Page 33: ...shooting 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 34: ...ubleshooting 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 35: ...hecked 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 again When ...

Page 36: ... 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 If the display is a Category view as shown below continue with step 3 Otherwise skip to step 5 3 Click Network and Internet Connections to display the Network and Internet Connections window ...

Page 37: ...ontinued Introduction Before You Begin Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 4 On the Network and Internet Connections Pick a task window click Network Connections to display the LAN or High speed Internet connections Skip to step 6 ...

Page 38: ...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 Network Connections to display the LAN or High speed Internet connections ...

Page 39: ... Installation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 6 Right click on your network connection If more than one connection is displayed be sure to select the one for your network interface 7 Select Properties from the pop up menu to display the Local Area Connection Properties window ...

Page 40: ...nstallation Configuration FAQ Troubleshooting Glossary License X Home Print Exit 8 On the Local Area Connection Properties window be sure Internet Protocol TCP IP is checked If it is not checked check it 9 Select Internet Protocol TCP IP and click Properties to display the Internet Protocol TCP IP Properties window ...

Page 41: ...ary License X Home Print Exit 10 On the Internet Protocol TCP IP Properties window verify that the settings are correct as shown at left 11 Click OK to close the TCP IP Properties window 12 Click OK to close the Local Area Connection Properties window When you complete the TCP IP configuration go to Verifying the IP Address in Windows 2000 or Windows XP on page 38 ...

Page 42: ...lossary Verifying the IP Address The following subsections describe verifying an IP Address Perform the appropriate procedure for you Windows version Verifying the IP Address in Windows 95 Windows 98 or Windows Me on page 37 Verifying the IP Address in Windows 2000 or Windows XP on page 38 For a Macintosh or UNIX system refer to your user guide ...

Page 43: ...e 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 provider for help The values for Adapter Address IP Address Subnet Mask and Default Gateway on your PC w...

Page 44: ...ke 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 connection between your PC and the cable modem or there are cable network problems Check Your cable connections Whether yo...

Page 45: ...ssary Renewing Your IP Address 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 46: ...hernet and USB You can connect 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 Etherne...

Page 47: ...oubleshooting 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 Coaxial cable Ethernet crossover cable Ethernet hub or switch Computer Computer Computer Ethernet cable SURFboard cable modem ...

Page 48: ...g the cable modem may take 5 to 30 minutes Before calling your service provider try pressing the reset button 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 44 Problem Possible Solutions Green POWER light is off Check that the power cord is pr...

Page 49: ... 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 Windows 98 or Windows Me on page 37 or Verifying the IP Address in Windows 2000 or Windows XP on page 38 Call your cable service provider if you need an IP ad...

Page 50: ... 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 unplugged o...

Page 51: ...rom Windows 98 or Windows Me 1 On your Windows Desktop right click the Network Neighborhood icon for Windows 98 or My Network Places for Windows Me and then 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 52: ...n 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 53: ...oard 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 Windows...

Page 54: ...guration 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 55: ...re You Begin Installation Configuration FAQ Troubleshooting Glossary 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 56: ...rom 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 57: ...int 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 same ...

Page 58: ...d 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 Explor...

Page 59: ...he 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 service...

Page 60: ...ry 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 61: ... 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 62: ... 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 63: ...m 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 64: ...nt 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 same ...

Page 65: ... 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 Explore...

Page 66: ...he 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 service p...

Page 67: ...In the United States and Canada if you need assistance while working with the SURFboard cable modem and related equipment supplied by Motorola For answers to typical questions see Frequently Asked Questions on page 62 For information about Motorola consumer cable products education and support visit broadband motorola com If you rent or lease your SURFboard cable modem Contact your cable service p...

Page 68: ...00 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 information...

Page 69: ...ice 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 access and or offer a discount w...

Page 70: ... 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 transmissio...

Page 71: ...ans one million cycles per second RJ 45 The most common type of connector for Ethernet networks 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...

Page 72: ...PRODUCT TO YOUR POINT OF PURCHASE OR SERVICE PROVIDER AS THE CASE MAY BE FOR A FULL REFUND BY INSTALLING OR USING THE SOFTWARE YOU AGREE TO BE BOUND BY THE PROVISIONS OF THIS LICENSE AGREEMENT The Software includes associated media any printed materials and any on line or electronic documentation Software provided by third parties may be subject to separate end user license agreements from the man...

Page 73: ... the foregoing shall at all times remain with Motorola and its 3rd party licensors Motorola retains all rights not expressly licensed under this License The Software including any images graphics photographs animation video audio music and text incorporated therein is owned by Motorola or its 3rd party licensors and is protected by United States copyright laws and international treaty provisions E...

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