User Guide
SBV5120 Series
VoIP Cable Modem
Introduction
Installation
Troubleshooting
Glossary
License
WARNING: TO PREVENT FIRE OR SHOCK HAZARD, DO NOT EXPOSE THIS PRODUCT TO RAIN OR
MOISTURE. THE UNIT MUST NOT BE EXPOSED TO DRIPPING OR SPLASHING. DO NOT PLACE OBJECTS
FILLED WITH LIQUIDS, SUCH AS VASES, ON THE UNIT.
CAUTION: THIS PRODUCT WAS QUALIFIED UNDER TEST CONDITIONS THAT INCLUDED THE USE OF
THE SUPPLIED CABLES BETWEEN SYSTEMS COMPONENTS. TO ENSURE REGULATORY AND SAFETY
COMPLIANCE, USE ONLY THE PROVIDED POWER AND INTERFACE CABLES AND INSTALL THEM PROPERLY.
CAUTION: DIFFERENT TYPES OF CORD SETS MAY BE USED FOR CONNECTIONS TO THE MAIN SUPPLY
CIRCUIT. USE ONLY A MAIN LINE CORD THAT COMPLIES WITH ALL APPLICABLE PRODUCT SAFETY
REQUIREMENTS OF THE COUNTRY OF USE.
CAUTION: INSTALLATION OF THIS PRODUCT MUST BE IN ACCORDANCE WITH NATIONAL WIRING
CODES AND CONFORM TO LOCAL REGULATIONS.
CAUTION: DO NOT OPEN THE UNIT. DO NOT PERFORM ANY SERVICING OTHER THAN THAT CONTAINED
IN THE INSTALLATION AND TROUBLESHOOTING INSTRUCTIONS. REFER ALL SERVICING TO QUALIFIED
SERVICE PERSONNEL.
CAUTION: CHANGES AND MODIFICATIONS NOT EXPRESSLY APPROVED BY MOTOROLA FOR
COMPLIANCE COULD VOID USER’S AUTHORITY TO OPERATE THE EQUIPMENT.
When using this device, basic safety precautions should always be followed to reduce the risk of fire, electric
shock and injury to persons, including the following:
•
Read all of the instructions listed here and/or in the user manual before you operate this equipment. Give
particular attention to all safety precautions. Retain the instructions for future reference.
•
This device must be installed and used in strict accordance with manufacturer’s instructions as described in
the user documentation that comes with the product.
•
Comply with all warning and caution statements in the instructions. Observe all warning and caution symbols
that are affixed to this equipment.
•
Do not overload outlets or extension cords, as this can result in a risk of fire or electric shock. Overloaded AC
outlets, extension cords, frayed power cords, damaged or cracked wire insulation, and broken plugs are
dangerous. They may result in a shock or fire hazard.
•
Route power supply cords so that they are not likely to be walked on or pinched by items placed upon or
against them. Pay particular attention to cords where they are attached to plugs and convenience
receptacles, and examine the point where they exit from the product.
•
Place this equipment in a location that is close enough to an electrical outlet to accommodate the length of
the power cord.
•
Place unit to allow for easy access when disconnecting the power cord of the device from the AC wall outlet.
•
Do not connect the plug into an extension cord, receptacle, other outlet unless the plug can be fully inserted
with no part of the blades exposed.
•
Place this equipment on a stable surface.
•
Postpone cable modem installation until there is no risk of thunderstorm or lightning activity in the area.
•
Avoid using this product during an electrical storm. There may be a risk of electric shock from lightning. For
added protection for this product during a lightning storm, or when it is left unattended and unused for long
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SBV5120 Series VoIP Cable Modem User Guide
Introduction
Installation
Troubleshooting
Glossary
License
periods of time, unplug it from the wall outlet, and disconnect the cable system. This will prevent damage to
the product due to lightning and power surges.
•
It is recommended that the customer install an AC surge protector 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.
•
Do not 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 unit 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.
•
Avoid damaging the cable modem with static by touching the coaxial cable when it is attached to the earth
grounded coaxial cable TV wall outlet.
•
Always first touch the coaxial cable connector on the cable modem when disconnecting or re-connecting USB
or Ethernet cable from the cable modem or the user’s PC.
•
Operate this product only from the type of power source indicated on the product’s marking label. If you are
not sure of the type of power supplied to your home, consult your dealer or local power company.
•
Upon completion of any service or repairs to this product, ask the service technician to perform safety checks
to determine that the product is in safe operating condition.
Be sure that the outside cable system is grounded, so as to provide some protection against voltage surges and
built-up static charges. Article 820-20 of the NEC (Section 54, Part I of the Canadian Electrical Code) provides
guidelines for proper grounding and, in particular, specifies the CATV cable ground shall be connected in the
grounding system of the building, as close to the point of cable entry as practical.
FCC Compliance Class B Digital Device
This device complies with part 15 of the FCC Rules. Operation is subject to the following two conditions: (1) This
device may not cause harmful interference, and (2) this device must accept any interference received, including
interference that may cause undesired operation.
Note: This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to
part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference
in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not
installed and used in accordance with the 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 measures:
•
Reorient or relocate the receiving antenna.
•
Increase the separation between the equipment and receiver.
•
Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.
•
Consult the dealer or an experienced radio/TV technician for help.
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iii
SBV5120 Series VoIP Cable Modem User Guide
Introduction
Installation
Troubleshooting
Glossary
License
Canada - Industry Canada (IC)
This Class B digital device complies with Canadian ICES-003.
Cet appareil numérique de la classe B est conforme à la norme NMB-003 du Canada.
Regulatory, Safety, Software License, and Warranty Information Card
This product is provided with a separate Regulatory, Safety, Software License, and Warranty Information card. If
one is not provided with this product, please ask your service provider or point-of-purchase representative, as the
case may be.
•
THIS PRODUCT IS IN COMPLIANCE WITH ONE OR MORE OF THE STANDARDS LISTED ON THE
REGULATORY, SAFETY, SOFTWARE LICENSE, AND WARRANTY INFORMATION CARD. NOT ALL
STANDARDS APPLY TO ALL MODELS.
•
NO WARRANTIES OF ANY KIND ARE PROVIDED BY MOTOROLA WITH RESPECT TO THIS PRODUCT,
EXCEPT AS STATED ON THE REGULATORY, SAFETY, SOFTWARE LICENSE, AND WARRANTY
INFORMATION CARD. MOTOROLA’S WARRANTIES DO NOT APPLY TO PRODUCT THAT HAS BEEN
REFURBISHED OR REISSUED BY YOUR SERVICE PROVIDER.
Copyright © 2004 by Motorola, Inc.
All rights reserved. No part of this publication may be reproduced in any form or by any means or used to make any derivative work (such as
translation, transformation 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 warranties of merchantability and fitness for a particular purpose. Motorola may make improvements or
changes in the product(s) described in this manual at any time.
MOTOROLA, Intelligence Everywhere, and the Stylized M Logo are registered in the US Patent & Trademark Office. Microsoft, Windows, Windows
Me, and Windows NT are registered trademarks and Windows XP is a trademark of Microsoft Corporation. Microsoft Windows screen shots are
used by permission of Microsoft Corporation. DOCSIS is a registered trademark of CableLabs. Linux is a registered trademark of Linus Torvalds.
Solaris, Java, and all Java-based marks trademarks or registered trademarks of Sun Microsystems, Inc. in the United States and other countries.
Acrobat Reader is a registered trademark of Adobe Systems, Inc. UNIX is a registered trademark of the Open Group in the United States and other
countries. All other product or service names are the property of their respective owners. © Motorola, Inc. 2004.
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iv
SBV5120 Series VoIP Cable Modem User Guide
Introduction
Installation
Troubleshooting
Glossary
License
Contents
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Top and Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Rear Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
Before You Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Signing Up for Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Computer System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Ethernet Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
USB Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Installation and Configuration Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Cabling and Startup for a Single User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Setting Up a USB Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Setting Up a USB Driver in Windows 98 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Setting Up a USB Driver in Windows Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Setting Up a USB Driver in Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
Setting Up a USB Driver in Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
Configuring TCP/IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Configuring TCP/IP in Windows 95, 98, or Windows Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
Configuring TCP/IP in Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Configuring TCP/IP in Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Verifying the IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Verifying the IP Address in Windows 95, Windows 98, or Windows Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Verifying the IP Address in Windows 2000 or Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Renewing Your IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Cabling for Multiple Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Ethernet and USB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
Ethernet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Front-Panel Lights and Error Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Removing the USB Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Removing the USB Driver from Windows 98 or Windows Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Removing the USB Driver from Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
Removing the USB Driver from Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Software License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
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SBV5120 Series VoIP Cable Modem User Guide
Introduction
Installation
Troubleshooting
Glossary
License
Introduction
Congratulations on your new Motorola® SURFboard® Voice over Internet Protocol (VoIP) cable modem! It
provides high-speed access to the Internet and other online services. This VoIP cable modem transmits and
receives data much faster than traditional dial-up or ISDN modems because it receives data much faster than
other modems. Unlike a dial-up modem, your SURFboard VoIP cable modem is always online. Just open your
browser and surf!
You can use your high-speed, upgradeable VoIP cable modem to connect one or more computers in your home or
business to the Internet. You can connect:
•
A single computer equipped with a Universal Serial Bus (USB) port directly to the USB port on the
SURFboard VoIP cable modem
•
A single computer equipped with an Ethernet adapter directly to the Ethernet port on the SURFboard VoIP
cable modem
•
Two computers, one to the USB port and one to the Ethernet port
•
Up to 31 computers to a single SURFboard VoIP cable modem using an Ethernet hub, as shown in “Cabling
for Multiple Users” on page 32
You can connect up to two standard telephone lines using your SURFboard VoIP cable modem, supporting:
•
Standard features such as Caller ID, Call Waiting, and Call Forwarding
•
Software upgrades over the network to provide new or improved services
Easier!
Unlike dial-up modems or ISDN, you’re always on, always connected when using coaxial
cable for upstream communication. For easiest set-up, use the Installation Assistant on
the SURFboard VoIP Cable Modem CD-ROM.
Faster!
Your VoIP cable modem is up to 100 times faster than a dial-up modem. It lets you enjoy
surfing the Web without the long wait. Because many network and other factors can
affect performance, the actual speed will vary.
Better!
Your VoIP cable modem is made by the company with over 50 years of cable TV
expertise.
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SBV5120 Series VoIP Cable Modem User Guide
Introduction
Installation
Troubleshooting
Glossary
License
Top and Front Panel
For added security, when using coaxial cable for upstream communication, you can press the Standby button (1)
to suspend your Internet connection. No data is transmitted or received from the Internet when the Standby light is
on. All other front-panel lights turn off until you press the Standby button again except the Tel 1 and Tel 2 LEDs.
P
OWE
NLIN
R
The model number on your VoIP cable
modem may be different than in the
illustrations and screen images in this
guide.
O
1
DS
US
2
3
4
5
E
LINK
L
TE 1
L
TE 2
ST
Y
ANDB
SBV5120
SURFboard®
Cable Modem
6
7
8
9
The lights provide information about power, communications, and errors:
Key Light
Flashing
On
2
Power
Startup diagnostics in progress
The VoIP cable modem is powered on.
3
DS
Scanning for a receive (downstream) The downstream channel is connected.
(Downstream) channel connection
4
US
(Upstream)
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
Link
Transmitting or receiving data
A device, such as a computer or hub, is connected to the
USB or Ethernet connectors on the back panel.
7
Tel 1
Connected and activated,
telephone is off-hook (in use).
Connected and activated, the telephone is on-hook
(not in use.)
8
Tel 2
Connected and activated,
telephone is off-hook (in use).
Connected and activated, the telephone is on-hook
(not in use.)
9
Standby
This light does not flash
Internet service is blocked because the Standby button
was pressed. If this light is on, all other lights are off.
During normal operation, the Power, Receive, Send, and Online lights are on and the Link light flashes when the
VoIP cable modem is transferring data.
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SBV5120 Series VoIP Cable Modem User Guide
Introduction
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Troubleshooting
Glossary
License
Rear Panel
TEL 1
1& 2
3
TEL 2
ETHERNET
USB
4
CABLE
5
6
7
+12VDC
The rear panel provides cabling connectors and the power receptacle.
Key Item
Description
1 & 2 Tel 1 and Tel 2 Telephone ports 1 and 2 provide connections for two telephone lines.
3
ETHERNET
The Ethernet port provides a connection to Ethernet equipped computers using a cable
terminated with an RJ-45 connector.
4
USB
The USB port provides a connection to USB equipped computers.
5
Reset
If you experience a problem, you can push this recessed button to reset the VoIP cable modem
(see “Troubleshooting” on page 34). Resetting may take some time (5 to 30 minutes) because
the VoIP cable modem must find and lock on the appropriate communications channels.
6
CABLE
The CABLE port provides a connection to the coaxial cable (coax) outlet.
7
+12VDC
This connector provides power to the VoIP cable modem.
Before You Begin
Before you begin the installation, check that you received the following items with your SURFboard VoIP cable
modem:
Item
Description
Power
adapter or
cable
Connects to:
• the AC power outlet
• to a UPS
10/100Base-T
Ethernet cable
Connects to the Ethernet port
USB cable
Connects to the USB port
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SBV5120 Series VoIP Cable Modem User Guide
Introduction
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License
Item
Description
Phone wire
Connects the telephone to the cable system to provide telephony service
SURFboard VoIP
Cable Modem
CD-ROM
Contains the User Guide and USB drivers
You will need 75-ohm coaxial cable with F-type connectors to connect your VoIP cable 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 VoIP cable modem. The coaxial cable and RF splitter are available
at consumer electronic stores. To connect your VoIP cable modem to an Ethernet hub, see the network
description in “Cabling for Multiple Users” on page 32. Check the documentation provided with your hub.
Caution
To comply with all national safety regulations, do not route the USB,
Ethernet, or telephone cables outside of the building.
Precautions
Postpone VoIP cable modem installation until there is no risk of thunderstorm or lightning activity in the area.
To avoid damaging the VoIP cable modem with static electricity:
•
Always first connect the coaxial cable to the grounded cable TV wall outlet.
•
Before you connect or disconnect the USB or Ethernet cable from your VoIP cable modem or PC, always
touch the coaxial cable connector on the VoIP cable modem to release any static charges.
To avoid damaging your VoIP cable
modem or PC with static electricity:
TEL 1
TEL 2
ETHERNET
Before you connect
or disconnect the
USB or Ethernet
cable, touch the
coaxial cable
connector on the
VoIP cable modem.
USB
Always make the
wall connection
first.
CABLE
+12VDC
To prevent overheating the VoIP cable modem, do not block the ventilation holes on its sides.
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SBV5120 Series VoIP Cable Modem User Guide
Introduction
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Troubleshooting
Glossary
License
Do not open the VoIP cable modem. Refer all service to your cable service provider.
Wipe the VoIP 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.
Caution
Contact your cable service provider before connecting your VoIP cable
modem to your existing telephone wiring. Do not connect the telephone wire
to a traditional telephone (PSTN) service.
Signing Up for Service
You must sign up with a cable service provider to access the Internet and other online services.
To activate your service, call your local 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 : ______ : ______ : ______ : ______ : ______
To receive telephone service, you need to provide the MAC address printed on the bar code label marked MTA
MAC ID on the bottom of the cable modem. You can record it here:
00 : ______ : ______ : ______ : ______ : ______
P/N: AAAAAA-BBB-00
ASSEMBLED IN: _________
S/N: PPPPMMYJJJSSSSSCAABBCCCC
HFC MAC ID: ABCDEF012345
USB CPE MAC ID: ABCDEF012345
MTA MAC ID: ABCDEF012345
MODEM NUMBER: 2345
CUSTOMER S/N: BCDFGHJKLMNP
You should ask your cable service provider the following questions:
•
Do you have any special system requirements?
•
When can I begin to use my VoIP cable modem?
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SBV5120 Series VoIP Cable Modem User Guide
Introduction
Installation
Troubleshooting
•
Are there any files I need to download after I am connected?
•
Do I need a user name or password to access the Internet or use e-mail?
Glossary
License
Computer System Requirements
You can use any Web browser, such as Microsoft® Internet Explorer or Netscape Navigator®, with your
SURFboard VoIP cable modem.
For Microsoft Windows computers, the Installation Assistant application automatically checks your system
configuration. You can start the Installation Assistant from the Main Menu on the SURFboard VoIP Cable Modem
CD-ROM.
Your SURFboard VoIP cable modem is compatible with Microsoft Windows®, Macintosh®, and UNIX® computers.
Ethernet Card
You can use the Ethernet connection with any Windows, Macintosh, or UNIX computer equipped with a 10Base-T
or 10/100Base-T Ethernet card.
Windows® 95, UNIX, or Macintosh computers must use the Ethernet connection.
If you use an Ethernet card, it must be installed in your computer before you install the VoIP cable 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 VoIP Cable Modem CD-ROM.
You can upgrade your USB drivers from our Downloads page http://broadband.motorola.com/noflash/
usb_drivers.asp.
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SBV5120 Series VoIP Cable Modem User Guide
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Installation and Configuration Overview
To install and configure your VoIP cable modem for a single PC running Microsoft Windows, we recommend using
the Installation Assistant. You can start the Installation Assistant from the Main Menu on the SURFboard VoIP
Cable Modem CD-ROM. In most cases, the Installation Assistant automatically configures your VoIP cable modem.
Otherwise, to install and configure your VoIP cable modem:
1
Install the cables as described for your situation:
•
“Cabling and Startup for a Single User” on page 7
•
“Cabling for Multiple Users” on page 32
2
If you are using the USB port only, go to “Setting Up a USB Driver” on page 9. Ethernet users can skip this
step.
3
Configure TCP/IP and verify the IP address for your computer as described for your situation:
•
“Configuring TCP/IP” on page 19
•
Refer to your Macintosh or UNIX user manual for information regarding TCP/IP and IP Address
configuration.
Cabling and Startup for a Single User
Allow some time (5 to 30 minutes) to power up the first time because the SURFboard VoIP cable modem must find
and lock on the appropriate channels for communications.
TEL 1
TEL 2
ETHERNET
To cable
outlet
(step 2)
USB
Always connect coaxial
cable to the wall outlet
first.
CABLE
To electrical
outlet or UPS
(step 5)
+12VDC
SURFboard VoIP cable modem
1
Be sure your computer is on and the VoIP cable modem is unplugged.
2
Connect one end of the coaxial cable to the cable outlet or splitter. Connect the other end of the coaxial cable
to the CABLE connector on the VoIP cable modem. Hand-tighten the connectors to avoid damaging them.
3
Insert the SURFboard VoIP Cable Modem CD-ROM into your CD-ROM drive.
4
Connect one end of the telephone wire to the dial-up modem connector on the VoIP cable modem. Connect
the other end to a telephone jack.
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Plug the power cord into the +12VDC connector on the VoIP cable modem and the electrical outlet. For an
Uninterruptible Power Supply (UPS), plug the cord into the +12VDC connector on the VoIP cable modem and
the UPS and plug the UPS into the electrical outlet.
For a power adapter, plug the adapter into the POWER connector on the VoIP cable modem and the
electrical outlet. For a UPS, plug the cord into the POWER connector on the VoIP cable modem and the UPS
and plug the UPS into the electrical outlet. This turns on the SURFboard VoIP cable modem. You do not need
to unplug it when not in use.
6
7
Check that the lights on the VoIP 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.
•
Send flashes while scanning for the send (upstream) channel and changes to solid green when it is
connected. If you use the internal dial-up modem for upstream communication, you may hear it dial-up
and connect.
•
Online flashes while the VoIP cable modem downloads configuration data and changes to solid green
when the download is complete.
Receive flashes while scanning for the receive (downstream) channel and changes to solid green when it
is connected.
Connect your computer to the VoIP cable modem using USB or Ethernet:
Caution
Do not connect both the Ethernet and USB cables to
the same computer. Connect to either Ethernet or
USB
TEL 1
TEL 2
ETHERNET
USB
CABLE
+12VDC
Computer
SURFboard VoIP cable
modem
USB: Be sure the SURFboard VoIP Cable Modem CD-ROM is inserted in your CD-ROM drive. Connect the
USB cable to the USB port on the VoIP cable modem. Connect the other end to the USB port on your
computer. Then perform “Setting Up a USB Driver” on page 9.
Ethernet: Connect the provided straight-through Ethernet cable to the Ethernet connector on the VoIP cable
modem. Connect the other end to the Ethernet port on your computer. Ethernet users do not need to set up
USB.
8
Perform the procedures for “Configuring TCP/IP” on page 19.
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To connect the telephone line, plug a phone wire into the Tel 1 connector. You can also connect a second
telephone line to the Tel 2 connector.
Caution
Contact your cable service provider before connecting your VoIP cable
modem to your existing telephone wiring. Do not connect the telephone
wire to a traditional telephone (PSTN) service.
Be sure the phone connectors are neither connected together nor
connected to wall jacks on the same network.
Setting Up a USB Driver
The following subsections describe setting up a USB driver. Perform the appropriate procedure for your Windows
version:
Be sure the SURFboard VoIP Cable Modem
CD-ROM is inserted in your CD-ROM drive
before you plug in the USB cable.
•
“Setting Up a USB Driver in Windows 98” on page 10
•
“Setting Up a USB Driver in Windows 2000” on page 15
•
“Setting Up a USB Driver in Windows Me” on page 14
•
“Setting Up a USB Driver in Windows XP” on page 18
When you finish setting up the USB driver, you can continue with “Configuring TCP/IP” on page 19.
The SURFboard VoIP cable modem USB driver does not support Macintosh or UNIX computers. For those
systems connect through Ethernet only.
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Setting Up a USB Driver in Windows 98
Be sure the SURFboard VoIP 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
VoIP cable modem to the PC.
Although your SURFboard VoIP cable modem model number
may be different than in the images in this guide, the
procedure is the same.
1
Connect the VoIP cable modem to your computer with a USB cable. For further instructions, see “Cabling and
Startup for a Single User” on page 7. A few seconds after you complete the USB connection, the Add New
Hardware Wizard window is displayed:
2
Click Next.
3
Be sure “Search for the best driver for your device” is selected and click Next.
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Be sure “CD-ROM drive” is the only box checked.
5
Click Next.
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The message “Please wait while Windows 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 SBV5120, select the NetMotCM.sys file.
7
Click Next.
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Select The updated driver... and click Next.
If this window is not displayed, verify that the SURFboard VoIP Cable Modem CD-ROM is properly inserted in
the CD-ROM drive. If you still cannot find the correct driver file, click Cancel to cancel the installation and
perform the procedure for “Removing the USB Driver from Windows 98 or Windows Me” on page 34. Then
repeat this procedure.
9
After the window 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 files are needed to
complete the installation. To install the files, insert your Windows 98 CD-ROM is in the CD-ROM drive and
click OK.
Although your SURFboard VoIP cable modem model number
may be different than in the images in this guide, the
procedure is the same.
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After all the necessary files are loaded, the window is displayed confirming a successful installation.
10 Click Finish. The following window 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 20.
If you have difficulties setting up the USB driver, perform “Removing the USB Driver from Windows 98 or Windows
Me” on page 34 and repeat this procedure. If that does not correct your problem, see the Regulatory, Safety,
Software License, and Warranty Information card provided with your SURFboard VoIP cable modem for
information about obtaining warranty service.
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Setting Up a USB Driver in Windows Me
Be sure the SURFboard VoIP Cable Modem CD-ROM is inserted into the CD-ROM drive before you plug in the
USB cable.
Although your SURFboard VoIP cable modem model number
may be different than in the images in this guide, the
procedure is the same.
1
Connect the VoIP cable modem to your computer with a USB cable. For further instructions, see “Cabling and
Startup for a Single User” on page 7. A few seconds after you complete the USB connection, the Add New
Hardware Wizard window is displayed:
2
Click Next. Windows automatically searches for the correct USB drivers and installs them. If the installation is
successful, the following window is displayed. Otherwise, be sure the SURFboard VoIP Cable Modem
CD-ROM is correctly inserted in your CD-ROM drive.
3
Click Finish to complete the installation.
When you finish setting up the USB driver, you can continue with “Configuring TCP/IP in Windows 95, 98,
or Windows Me” on page 20.
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Setting Up a USB Driver in Windows 2000
Be sure the SURFboard VoIP Cable Modem CD-ROM is inserted into the CD-ROM drive before you plug in the
USB cable.
Although your SURFboard VoIP cable modem model number
may be different than in the images in this guide, the
procedure is the same.
1
Connect the VoIP cable modem to your computer with a USB cable. For further instructions, see “Cabling and
Startup for a Single User” on page 7. A few seconds after you complete the USB connection, the Found New
Hardware Wizard window is displayed:
2
Click Next.
3
Be sure “Search for a suitable driver for my device” is selected.
4
Click Next.
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5
Be sure “CD-ROM drives” is the only box checked.
6
Click Next.
7
If the Insert Disk window is displayed, be sure the SURFboard VoIP Cable Modem CD-ROM is in the
CD-ROM drive and follow steps 8 to 12. Otherwise, if the Completing the Found New Hardware window is
displayed, you can skip to step 12.
8
On the Insert Disk window, click OK.
9
If necessary, select your CD-ROM drive in the “Copy files from” list.
10 Click Browse.
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11 Locate and double-click the NetMotCM.sys file in the CD-ROM root directory. The Files Needed window is
displayed:
12 Click OK. The Found New Hardware Wizard window is displayed:
13 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 22.
If you have any difficulties setting up the USB driver, perform “Removing the USB Driver from Windows 2000” on
page 36 and repeat this procedure.
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Setting Up a USB Driver in Windows XP
Be sure the SURFboard VoIP Cable Modem CD-ROM is inserted into the CD-ROM drive before you plug in the
USB cable.
Although your SURFboard VoIP cable modem model number
may be different than in the images in this guide, the
procedure is the same.
1
Connect the VoIP cable modem to your computer with a USB cable. For further instructions, see “Cabling and
Startup for a Single User” on page 7. A few seconds after you complete the USB connection, the Found New
Hardware Wizard window is displayed:
2
Be sure “Install the software automatically” is selected.
3
Click Next. Windows automatically searches for the correct USB drivers and installs them.
4
Click Finish to complete the installation. Otherwise, be sure the SURFboard VoIP Cable Modem CD-ROM is
correctly inserted in your CD-ROM drive.
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When you finish setting up the USB driver, you can continue with “Configuring TCP/IP in Windows XP” on
page 26.
Although your SURFboard VoIP cable modem model number
may be different than in the images in this guide, the
procedure is the same.
Configuring TCP/IP
The SURFboard VoIP cable modem contains all required software. You do not need to configure the VoIP cable
modem, but you must be sure that your computer is configured for TCP/IP (a protocol for communication between
computers). Perform one of the following:
•
“Configuring TCP/IP in Windows 95, 98, or Windows Me” on page 20
•
“Configuring TCP/IP in Windows 2000” on page 22
•
“Configuring TCP/IP in Windows 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, Windows 98, or Windows Me” on page 29
•
“Verifying the IP Address in Windows 2000 or Windows XP” on page 30
•
Follow the instructions in your Macintosh or UNIX user manual
Your cable service provider may provide additional instructions to set up your computer.
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Configuring TCP/IP in Windows 95, 98, or Windows Me
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. The Network window is displayed:
4
Select the Configuration tab.
5
Verify that TCP/IP is installed for the adapter that will be used to connect to the VoIP cable modem by looking
for TCP/IP. If found, TCP/IP is installed. Skip to step 10. If TCP/IP is not installed for the adapter, continue
with step 6.
6
Select the adapter to be used for the SURFboard cable modem connection and then click Add. The Select
Network Component Type window is displayed:
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7
Select the Protocol option and click Add. The Select Network Protocol window is displayed:
8
Click Microsoft in the Manufacturers section and click TCP/IP in the Network Protocol section of Select
Network Protocol window.
9
Click OK.
10 Click TCP/IP on the Network window. If there is more than one TCP/IP entry, choose the one for the Ethernet
card or USB port connected to the VoIP cable modem.
11 Click Properties. The TCP/IP Properties 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.
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When you complete TCP/IP configuration, go to “Verifying the IP Address in Windows 95, Windows 98, or
Windows Me” on page 29.
Configuring TCP/IP in Windows 2000
1
On the Windows Desktop, click Start.
2
Select Settings and then Control Panel from the pop-up menus. The Control Panel window is displayed:
3
Double-click the Network and Dial-up Connections icon on the Control Panel window. The Network and
Dial-up Connections window is displayed:
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4
Double-click Local Area Connection number. The value of number varies from system to system. The Local
Area Connection number Status window is displayed:
5
Click Properties. The Local Area Connection Properties 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.
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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.
10 On the Local Area Connection number Properties window, be sure the box next to Internet Protocol
(TCP/IP) is checked.
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11 Click Properties. The Internet Protocol (TCP/IP) Properties window is displayed:
12 Be sure Obtain IP address automatically and Obtain DNS server address automatically are selected.
Click OK to accept the TCP/IP settings.
13 Click OK to close the Local Area Connection number Properties window.
14 Click OK when prompted to restart your computer and click OK again.
When you complete the TCP/IP configuration, go to “Verifying the IP Address in Windows 2000 or Windows XP”
on page 30.
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Configuring TCP/IP in Windows XP
1
On the Windows desktop, click Start to display the Start window shown.
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.
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3
Click Network and Internet Connections. The Network and Internet Connections window is displayed.
4
On the Network and Internet Connections window, click Network Connections to display the LAN or
High-speed Internet connections. Skip to step 6.
5
If a classic view similar to below is displayed, click Network Connections to display the LAN or High-speed
Internet connections.
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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. The Local Area Connection Properties window is displayed:
8
On the Local Area Connection Properties window, be sure Internet Protocol (TCP/IP) is checked. If it is not
checked, check it.
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Select Internet Protocol (TCP/IP) and click Properties to display the Internet Protocol (TCP/IP) Properties
window.
10 On the Internet Protocol (TCP/IP) Properties window, verify that the settings are correct, as shown.
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 30.
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 29
•
“Verifying the IP Address in Windows 2000 or Windows XP” on page 30
For a Macintosh or UNIX system, refer to your user guide.
Verifying the IP Address in Windows 95, Windows 98, or Windows Me
To check the IP address:
1
On the Windows Desktop, click Start.
2
Select Run. The Run window is displayed.
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Type winipcfg.exe and click OK. A window similar to the example is displayed:
The example values for Adapter Address, IP
Address, Subnet Mask, and Default Gateway on
your PC will be different than in the image above.
In Windows 98, if autoconfiguration is displayed
before the IP Address, call your service provider.
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.
Verifying the IP Address in Windows 2000 or Windows XP
To check the IP address:
1
On the Windows Desktop, click Start.
2
Select Run. The Run window is displayed.
3
Type cmd and click OK.
4
Type ipconfig and press ENTER to display your IP configuration. A display, like below, indicates a normal
configuration.
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If an Autoconfiguration IP Address is displayed as in the window below, there is an incorrect connection
between your PC and the VoIP cable modem or there are cable network problems.
Check:
•
Your cable connections
•
Whether you can see cable-TV channels on your television
After successfully verifying your cable connections and proper cable-TV operation, you can renew your IP
address.
Renewing Your IP Address
To renew your IP address:
1
On the Windows Desktop, click Start.
2
Select Run. The Run window is displayed.
3
Type cmd and click OK.
4
Type ipconfig /renew and press ENTER. If a valid IP address is displayed as shown, Internet access should
be available.
5
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.
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Cabling for Multiple Users
The SURFboard VoIP cable modem supports several multiple user configurations. Along with an optional hub or
router, it can serve as an Internet gateway for up to 31 computers.
Not all service providers support multiple user service. For information about multiple user service, contact your
cable service provider.
Ethernet and USB
You can connect the USB port on one computer and the Ethernet port on another computer directly to the VoIP
cable modem, as shown.
Cable outlet
Coaxial cable
SURFboard VoIP
cable modem
Ethernet cable
USB cable
Computer
Computer
Caution
Do not connect both the Ethernet and USB cables to the same computer.
You can connect a single computer to the USB port and from one to 31 remaining users to an Ethernet hub, as
shown. You cannot connect more than one computer to the VoIP cable modem through the USB port.
Cable outlet
Coaxial cable
SURFboard VoIP
cable modem
Ethernet cable
USB cable
Ethernet hub
or switch
Computer
Ethernet cables
Computer
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Ethernet
You can connect up to 31 computers to an Ethernet hub connected to a SURFboard VoIP cable modem, as
shown.
Cable outlet
Coaxial cable
SURFboard VoIP
cable modem
Ethernet cable
Ethernet hub
or switch
Ethernet cable
Computer
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Troubleshooting
If the solutions listed here do not solve your problem, contact your cable service provider. Before calling your
service provider, try unplugging and plugging in the cable modem power cord in the AC wall outlet to restart the
cable modem. Restarting 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 VoIP 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 35.
Problem
Possible Solutions
Green POWER light is off
• Check that the power cord is properly plugged into the electrical outlet
and the VoIP cable modem.
• Check that the electrical outlet is working.
• If the Standby light is on, the Internet connection is off. Press the Standby
button to reconnect to the Internet.
Cannot send or receive data
• Check the lights on the front panel. Note the first light from top to bottom
that is off. This light indicates where the error occurred as described in
“Front-Panel Lights and Error Conditions” on page 35.
• If all lights are off except the Standby light, the VoIP cable modem is in
Standby mode. Press the Standby button to reconnect your Internet
service. The Standby button does not affect the Tel1/Tel2 LEDs.
• If you have cable TV, check that your 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 VoIP 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 29 or “Verifying the
IP Address in Windows 2000 or Windows XP” on page 30. Call your
cable service provider if you need an IP address.
• Check that the USB or Ethernet cable is properly connected to the VoIP
cable modem and your computer.
Problems related to unsuccessful
USB driver installation
Remove the USB driver. Follow the instructions in one of:
• “Removing the USB Driver from Windows 98 or Windows Me” on
page 34
• “Removing the USB Driver from Windows 2000” on page 36
• “Removing the USB Driver from Windows XP” on page 40
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Front-Panel Lights and Error Conditions
Light
Turns Off During Startup If
Turns Off During Normal Operation If
Power
The VoIP cable modem is not properly
plugged into the power outlet
The VoIP cable modem is unplugged or is in
standby mode. Press the Standby button
DS
(Receive)
The receive channel cannot be acquired
The receive channel is lost
US
(Send)
The send channel cannot be acquired
The send channel is lost
Online
IP registration is unsuccessful
The IP registration is lost
Tel 1 and 2 Tel 2 fails to flash during startup, startup
telephony configuration has failed.
Connected during a phone call and does not blink,
telephone connection is lost.
Note: For Tel 1 and 2, if the LED is not lit and the telephone line is properly connected, the line has not been setup
for service by the telephone service provider. Contact your provider.
For more information about the lights, see “Top and Front Panel” on page 2.
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Removing the USB Driver
Removing the USB Driver from Windows 98 or Windows Me
Although your SURFboard VoIP cable modem model number
may be different than in the images in this guide, the
procedure is the same.
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 and click Remove. The Network window no longer
displays Motorola SURFboard USB Cable Modem in the list.
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3
Click OK. The System Settings Change window is displayed:
4
Disconnect the USB cable from your computer or VoIP cable modem.
5
Click Yes to restart your computer.
6
Insert the SURFboard VoIP Cable Modem CD-ROM in the CD-ROM drive. After a short time, a window with
language choices is displayed.
7
Press the Esc key on the keyboard to exit the CD-ROM start-up screens.
8
Start Windows Explorer. Your Windows Explorer may appear slightly different than here.
9
Select your CD-ROM drive (D: in the image).
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10 Double-click remove or remove.exe to run the Remove utility from the SURFboard VoIP Cable Modem
CD-ROM. The SURFboard Cable Modem USB Driver Removal window is displayed:
11 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 10
•
“Setting Up a USB Driver in Windows Me” on page 14
If you continue to have problems, contact your cable service provider.
Removing the USB Driver from Windows 2000
Although your SURFboard VoIP cable modem model number
may be different than in the images in this guide, the
procedure is the same.
1
On your Windows desktop, click Start.
2
Click Settings.
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3
Double-click Control Panel. The Control Panel window is displayed:
4
Double-click System to display the System Properties window.
5
On the System Properties window, click the Hardware tab.
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6
Click Device Manager. The Device Manager window is displayed:
7
On the Device Manager window, double-click Network Adapters.
8
Click the Motorola SURFboard USB VoIP Cable Modem. The Uninstall icon is displayed on the window
near the top.
9
Click Uninstall.
10 Close the Device Manager window.
11 Close the Control Panel window.
12 Insert the SURFboard VoIP Cable Modem CD-ROM in the CD-ROM drive. After a short time, a window with
language choices is displayed:
13 Press the Esc key on the keyboard to exit the start-up screens.
14 Start Windows Explorer.Your Windows Explorer may appear slightly different than here.
15 Click My Computer.
16 Click the Motorola CD icon (D: in the example).
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17 Double-click remove or remove.exe to run the Remove utility from the SURFboard VoIP Cable Modem
CD-ROM. The SURFboard Cable Modem USB Driver Removal window is displayed. Be sure the USB cable
is disconnected.
18 Click Remove Driver.
After you remove the USB driver, re-install the USB driver following “Setting Up a USB Driver in Windows 2000”
on page 15. If you continue to have problems, contact your cable service provider.
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Removing the USB Driver from Windows XP
Although your SURFboard VoIP cable modem model number may be different
than in the images in this guide, the procedure is the same.
1
On the Windows desktop, click Start to display the Start window shown.
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 above is displayed, click Performance and Maintenance. Otherwise, skip to
step 5.
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4
On the Performance and Maintenance window, click System to display the System Properties window. Skip
to step 6.
5
If a classic view similar to below is displayed, click System to display the System Properties window.
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6
On the System Properties window, click the Hardware tab.
7
Click Device Manager to display the Device Manager window.
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. Click Uninstall.
10 Close the Device Manager window.
11 Close the Control Panel window.
12 Insert the SURFboard VoIP Cable Modem CD-ROM in the CD-ROM drive. After a short time, a window with
language choices is displayed.
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13 Press the Esc key on the keyboard to exit the CD-ROM start-up screens.
14 Start Windows Explorer. Your Windows Explorer may appear slightly different than here.
15 Click My Computer.
16 Click the Motorola CD icon (D: in the image).
17 Double-click remove or remove.exe to run the Remove utility from the SURFboard VoIP Cable Modem
CD-ROM. The SURFboard Cable Modem USB Driver Removal window is displayed. Be sure the USB cable
is disconnected.
18 Click Remove Driver.
After you remove the USB driver, re-install the USB driver following “Setting Up a USB Driver in Windows XP” on
page 18. If you continue to have problems, contact your cable service provider.
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Contact Us
For information about customer service, technical support, or warranty claims, see the Regulatory, Safety,
Software License, and Warranty Information card provided with your SURFboard VoIP cable modem.
In the United States and Canada, if you need assistance while working with the SURFboard VoIP cable modem
and related equipment supplied by Motorola:
If you rent or lease your
SURFboard VoIP cable
modem
Contact your cable service provider.
If you own your SURFboard Call 1-877-466-8646 for technical and warranty support.
VoIP cable modem
Support is available 24 hours a day, seven days a week.
For answers to typical questions, see “Frequently Asked Questions” on page 47.
For information about Motorola consumer cable products, education, and support, visit www.motorola.com/
broadband/consumers.
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Frequently Asked Questions
Here are answers to questions our customers frequently ask.
Q
What is high-speed cable Internet access?
A
Cable Internet access uses cable television wires instead of telephone lines to connect to the Internet. It is
extremely fast and affordable and does not tie up telephone lines for incoming or outgoing calls and faxes.
Q
What is voice over Internet Protocol (VoIP)?
A
VoIP uses cable television wires instead of traditional telephone lines to provide voice and fax service.
Q
How fast are VoIP cable modems?
A
Cable modems offer Internet access at speeds up 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 VoIP cable modem?
A
Yes, your cable TV line can carry the TV signal while you send and receive information on the Internet.
Q
What are CableLabs Certified, DOCSIS and Euro-DOCSIS?
A
CableLabs® Certified, DOCSIS, and Euro-DOCSIS are the industry standards for high-speed data distribution
over cable television system networks. They are intended to ensure that all compliant VoIP cable modems
interface with all compliant cable systems. Your Motorola SURFboard VoIP cable modem is DOCSIS or
Euro-DOCSIS certified.
Q
What is PacketCable?
A
PacketCable™ is an evolving set of interface specifications for delivering advanced, real-time multimedia
services over cable; for example VoIP, multimedia conferencing, and interactive gaming.
Q
If I have a VoIP cable modem, can I still use my old 28.8 Kbps or 56 Kbps modem?
A
Yes! Although once you’ve experienced the speed of cable Internet access, you’ll never again want to wait for
traditional dial-up services.
Q
I have more than one computer. Do I need more than one SURFboard VoIP cable modem?
A
No, not if your computers are connected on a network. The SURFboard VoIP cable modem supports current
Internet connection sharing technologies to enable you to connect up to 31 computers to the Internet using a
single VoIP cable modem.
Q
Do 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 access and/or offer a discount when you use your own VoIP cable
modem. Check with your local cable company for specific information.
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Q
What type of technical support is available?
A
For questions about your Internet service, connection, or VoIP cable modem, contact your cable service
provider.
Q
What do I do if my SURFboard VoIP cable modem stops working?
A
“Troubleshooting” on page 34 provides tips to diagnose problems and simple solutions. If you continue to
have problems, contact your cable service provider or Motorola as described in “Contact Us” on page 46.
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Glossary
coaxial cable
(coax)
A type of wire consisting of a center wire surrounded by insulation and a grounded shield of
braided wire. The shield minimizes electrical and radio frequency interference.
DOCSIS
The CableLabs Data-Over-Cable Service Interface Specification defines interface standards
for VoIP cable modems and supporting equipment.
download
To copy a file from one computer to another. You can use the Internet to download files from a
server to your home PC. A DOCSIS VoIP cable modem downloads its configuration from a
server during start-up.
downstream
In a 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
transmission speeds up to 100 Mbps.
expansion slot
An opening in a computer where a circuit board can be inserted to add new capabilities.
F-type connector A connector used to connect coaxial cable to equipment.
IP address
An Internet Protocol address is an identifier for a computer or device on a TCP/IP network.
Networks using the TCP/IP protocol route messages based on the destination IP address.
Your cable service provider assigns your VoIP cable modem an IP address to provide a
continuous Internet connection.
MAC address
The Media Access Control Address uniquely identifies each device that can be connected to
an Ethernet network. It is permanently written to read-only memory (ROM) at the factory and
printed on the rear panel of your SURFboard VoIP cable modem. You need to provide the MAC
address to your cable service provider.
MHz
Mega Hertz. A measure of radio frequency - millions of cycles per second. One MHz means
one million cycles per second.
PSTN
The public switched telephone network is the traditional circuit-switched, voice-oriented
telephone network originally invented by Alexander Graham Bell. It is sometimes referred to as
plain old telephone service (POTS).
RJ-11
The most common type of connector for household phones.
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.
upstream
In a network, upstream describes the direction of data sent from your computer to the Internet.
UPS
An uninterruptible power source is a power supply designed to protect mission-critical
networks against power outages, brownouts, surges, and spikes.
USB
Universal Serial Bus is a computer interface for add-on devices such as printers, scanners,
and VoIP cable modems. When you connect your SURFboard VoIP cable modem to the USB
port, Windows 98 and later versions automatically recognize the VoIP cable modem.
VoIP
Voice over Internet Protocol is a method to exchange voice, fax, and other information over the
Internet. Voice and fax have traditionally been carried over traditional telephone lines using a
dedicated circuit for each line. VoIP enables calls to travel as discrete data packets on shared
lines.
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Software License
SURFboard Cable Modems
Motorola, Inc., Broadband Communications Sector (“Motorola”)
101 Tournament Drive
Horsham, PA 19044
IMPORTANT: PLEASE READ THIS SOFTWARE LICENSE (“LICENSE”) CAREFULLY BEFORE YOU INSTALL,
DOWNLOAD OR USE ANY APPLICATION SOFTWARE, USB DRIVER SOFTWARE, FIRMWARE AND RELATED
DOCUMENTATION (“SOFTWARE”) PROVIDED WITH MOTOROLA’S CABLE DATA PRODUCT (THE “CABLE DATA
PRODUCT”). BY USING THE CABLE DATA PRODUCT AND/OR INSTALLING, DOWNLOADING OR USING ANY OF
THE SOFTWARE, YOU INDICATE YOUR ACCEPTANCE OF EACH OF THE TERMS OF THIS LICENSE. UPON
ACCEPTANCE, THIS LICENSE WILL BE A LEGALLY BINDING AGREEMENT BETWEEN YOU AND MOTOROLA.
THE TERMS OF THIS LICENSE APPLY TO YOU 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 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 manufacturers of such
Software.
The Software is never sold. Motorola licenses the Software to the original customer and to any subsequent licensee for
personal use only on the terms of this License. Motorola and its 3rd party licensors retain the ownership of the Software.
You may:
USE the Software only in connection with the operation of the Product.
TRANSFER the Software (including all component parts and printed materials) permanently to another person, but only
if the person agrees to accept all of the terms of this License. If you transfer the Software, you must at the same time
transfer the Product and all copies of the Software (if applicable) to the same person or destroy any copies not
transferred.
TERMINATE this License by destroying the original and all copies of the Software (if applicable) in whatever form.
You may not:
(1) Loan, distribute, rent, lease, give, sublicense or otherwise transfer the Software, in whole or in part, to any other
person, except as permitted under the TRANSFER paragraph above. (2) Copy or translate the User Guide included with
the Software, other than for personal use. (3) Copy, alter, translate, decompile, disassemble or reverse engineer the
Software, including but not limited to, modifying the Software to make it operate on non-compatible hardware. (4)
Remove, alter or cause not to be displayed, any copyright notices or startup message contained in the Software
programs or documentation. (5) Export the Software or 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 AND WARRANT THAT YOU SHALL NOT USE THE PRODUCT FOR SUCH PURPOSES.
Title to this Software, including the ownership of all copyrights, mask work rights, patents, trademarks and all other
intellectual property rights subsisting in the foregoing, and all adaptations to and modifications of 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. Except as otherwise expressly provided in this License, the copying, reproduction,
distribution or preparation of derivative works of the Software, any portion of the Product or the documentation is strictly
prohibited by such laws and treaty provisions. Nothing in this License constitutes a waiver of Motorola’s rights under
United States copyright law.
This License and your rights regarding any matter it addresses are governed by the laws of the Commonwealth of
Pennsylvania, without reference to conflict of laws principles. THIS LICENSE SHALL TERMINATE AUTOMATICALLY if
you fail to comply with the terms of this License.
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Motorola is not responsible for any third 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 Motorola, Inc., Broadband Communications Sector, 101
Tournament Drive, Horsham, PA 19044.
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