Motorola SBV6220 DOCSIS Installation guide

M
M
Motorola SURFboard®
SBV6220 DOCSIS 3.0 Digital Voice
Modem
Installation Guide
B
© 2009 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 and the Stylized M logo are registered in the US Patent & Trademark Office. SURFboard is a registered
trademark of General Instrument Corporation, a wholly-owned subsidiary of Motorola, Inc. Microsoft, Windows,
Windows NT, Windows Vista, Internet Explorer, DirectX, and Xbox LIVE are registered trademarks of Microsoft
Corporation; and Windows XP is a trademark of Microsoft Corporation. Linux® is a registered trademark of Linus Torvalds
in the U.S. and other countries. UNIX is a registered trademark of the Open Group in the United States and other
countries. Macintosh is a registered trademark of Apple Computer, Inc. Adobe, Adobe Acrobat, and Adobe Acrobat
Reader are registered trademarks of Adobe Systems, Inc. All other product or service names are property of their
respective owners. No part of the contents of this document may be reproduced or transmitted in any form or by any
means without the written permission of the publisher.
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, 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.
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Safety and Regulatory
Information
i
IMPORTANT SAFETY INSTRUCTIONS
When using your telephone equipment, 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
device. 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 is included with the device.
•
Comply with all warning and caution statements in the instructions. Observe all warning
and caution symbols that are affixed to this device.
•
To prevent fire or shock hazard, do not expose this device to rain or moisture. The device
must not be exposed to dripping or splashing. Do not place objects filled with liquids,
such as vases, on the device.
•
This device was qualified under test conditions that included the use of the supplied
cables between system components. To ensure regulatory and safety compliance, use
only the provided power and interface cables and install them properly.
•
Different types of cord sets may be used for connections to the main supply circuit. Use
only a main line cord that complies with all applicable device safety requirements of the
country of use.
•
Installation of this device must be in accordance with national wiring codes and conform
to local regulations.
•
Operate this device only from the type of power source indicated on the device’s marking
label. If you are not sure of the type of power supplied to your home, consult your dealer
or local power company.
•
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
device.
•
Place this device in a location that is close enough to an electrical outlet to accommodate
the length of the power cord.
•
Place the device 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, or other outlet unless the plug
can be fully inserted with no part of the blades exposed.
•
Place this device on a stable surface.
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•
Avoid damaging the digital voice 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 digital voice modem when
disconnecting or re-connecting the Ethernet cable from the digital voice modem or user’s
PC.
•
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 device by local lightning
strikes and other electrical surges.
•
Postpone installation until there is no risk of thunderstorm or lightning activity in the area.
•
Avoid using a telephone (other than a cordless type) during an electrical storm. There may
be a remote risk of electric shock from lightning. For added protection for this device
during a lightning storm, or when it is left unattended and unused for long 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.
•
Do not use this product near water; for example, near a bathtub, washbowl, kitchen sink
or laundry tub, in a wet basement, or near a swimming pool.
•
Use only the power cord and batteries indicated in this manual. Do not dispose of
batteries in a fire. They may explode. Check with local codes for possible special disposal
instructions.
•
Disconnect TNV circuit connector before removing the cover.
•
Disconnect TNV circuit connector(s) before disconnecting power.
•
Place this device to allow for easy access when disconnecting the power cord of the
device from the AC wall outlet.
•
Do not use the telephone to report a gas leak in the vicinity of the leak.
•
CAUTION: To reduce the risk of fire, use only No. 26 AWG or larger UL listed or CSA
certified telecommunication line cord, or national equivalent.
•
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 device with a clean, dry cloth. Never use cleaning fluid or similar chemicals. Do
not spray cleaners directly on the device or use forced air to remove dust.
•
Upon completion of any service or repairs to this device, ask the service technician to
perform safety checks to determine that the device is in safe operating condition.
•
Do not open the device. Do not perform any servicing other than that contained in the
installation and troubleshooting instructions. Refer all servicing to qualified service
personnel.
•
This device should not be used in an environment that exceeds 50° C.
SAVE THESE INSTRUCTIONS
Note to CATV System Installer: This reminder is provided to call the CATV system installer's
attention to Section 820.93 of the National Electric Code, which provides guidelines for proper
grounding and, in particular, specifies that the coaxial cable shield shall be connected to the
grounding system of the building, as close to the point of cable entry as practical.
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CARING FOR THE ENVIRONMENT BY RECYCLING
When you see this symbol on a Motorola product, do not dispose of the product
with residential or commercial waste.
Recycling your Motorola Equipment
Please do not dispose of this product with your residential or commercial waste.
Some countries or regions, such as the European Union, have set up systems to
collect and recycle electrical and electronic waste items. Contact your local
authorities for information about practices established for your region. If collection
systems are not available, call Motorola Customer Service for assistance. Please
visit www.motorola.com/recycle for instructions on recycling.
0
SAFETY REQUIREMENTS FOR THE SBV6220 LITHIUM-ION BATTERY
You must properly handle the SBV6220 lithium-ion rechargeable battery to ensure your safety.
Improper handling can cause leakage, heat, smoke, explosion, or fire resulting in damage to the
equipment or the user.
•
Use the SBV6220 battery only in the SBV6220 Digital Voice Modem.
•
CAUTION: Risk of explosion if battery is replaced by the incorrect type. Use only
Motorola approved batteries. Dispose of used batteries according to the instructions.
•
Do not use the battery where static electricity is generated.
•
Do not heat the battery or discard into a fire. Keep the battery away from hightemperature locations.
•
Properly discard the battery if it exhibits an abnormal condition, such as heat, odor, color,
or a change in shape. When discarding, place insulated tape over the battery terminals.
•
The battery should be stored out of the reach of children.
•
Do not store the battery close to metal objects.
•
If the battery leaks fluid and you touch it, immediately wash your hands. If the fluid gets
into your eye, do not rub the eye. Rinse with water and immediately seek medical care.
Left untreated, the battery fluid could cause damage to the eye.
•
Ensure that the battery does not receive any strong impacts, such as dropping or striking
with a hard object.
•
At the end of battery life, the SBV6220 battery must be disposed of properly and may
need to be recycled. Contact your local recycling center for proper disposal methods.
•
Do not disassemble, modify, or attempt to repair the battery.
•
Before installation, the battery should not be subjected to temperatures below –10º C or
above +60º C (14º F to 140º F). After initial customer usage (initially charged above
shipping charge state), the battery should not be subjected to temperatures outside the
operating temperature range:
Battery Pack External Exposure Operating Temperature Range:
•
Charging: 0.0° C to +45.0° C (0º F to 113º F)
•
Discharging: –10.0° C to +60.0° C (14º F to 140º F)
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IMPORTANT VOIP SERVICE INFORMATION
Please contact your Internet Service Provider (ISP) and/or your local municipality for additional
information on making emergency calls using VoIP service in your area.
IMPORTANT: When using this VoIP device, you CANNOT make any calls, including an emergency
call, and emergency location services (where supported) WILL NOT be available, under the
following circumstances:
•
Your broadband ISP connection goes down, is lost, or otherwise fails.
•
You lose electrical power.
•
You have changed the physical address of your VoIP device, and you did not update or
otherwise advise your VoIP service provider of this change.
•
There are delays in making your location information available in or through the local
automatic location information database.
Note: Your service provider, not Motorola, is responsible for the provision of VoIP telephony
services through this equipment. Motorola shall not be liable for, and expressly disclaims, any
direct or indirect liabilities, damages, losses, claims, demands, actions, causes of action, risks, or
harms arising from or related to the services provided through this equipment.
REGULATORY INFORMATION
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.
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.
FCC CAUTION: Any changes or modifications not expressly approved by Motorola for compliance
could void the user’s authority to operate the equipment.
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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.
FCC Declaration of Conformity
According to 47CFR, Parts 2 and 15 for Class B Personal Computers and Peripherals; and/or CPU
Boards and Power Supplies used with Class B Personal Computers, Motorola, Inc., 101
Tournament Drive, Horsham, PA 19044, 1-215-323-1000, declares under sole responsibility that
the product identifies with 47CFR Part 2 and 15 of the FCC Rules as a Class B digital device. Each
product marketed is identical to the representative unit tested and found to be compliant with the
standards. Records maintained continue to reflect the equipment being produced can be expected
to be within the variation accepted, due to quantity production and testing on a statistical basis as
required by 47CFR 2.909.The above named party is responsible for ensuring that the equipment
complies with the standards of 47CFR, Paragraph 15.101 to 15.109.
International Declaration Of Conformity
We, Motorola, Inc., 101 Tournament Drive, Horsham, PA, U.S.A., declare under our sole
responsibility that the SURFboard® SBV6220 DOCSIS® 3.0 Digital Voice Modem to which the
declaration relates is in conformity with one or more of the following standards:
EN55022
EN55024
EN60950-1
EN61000-3-2
CISPR-22
CISPR-24
IEC 60950-1
ETSI EN 300386
EN61000-3-3
The following provisions of the Directive(s) of the Council of the European Union:
•
EMC Directive 2004/108/EC
•
Low Voltage Directive 2006/95/EC
Models
Standards
SBV6220, SBV6220 Diagnostic
FCC Part 15, ICES-003
UL60950-1, CAN/CSA-C22.2 No. 60950-1
SBV6220, SBV6220 Diagnostic
EN55022, EN55024, CISPR22, CISPR24, EN61000-3-2,
EN61000-3-3, EN60950-1, IEC60950-1, ETSI EN 300386
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Contents
Safety and Regulatory Information ............................................................................................iii
Introduction.....................................................................................................................................1
Inside the Box...................................................................................................................................1
Contact Information ..........................................................................................................................2
Front Panel........................................................................................................................................2
Rear Panel.........................................................................................................................................4
MAC Label ........................................................................................................................................5
Getting Started ...............................................................................................................................6
Before You Begin..............................................................................................................................6
Minimum System Requirements...............................................................................................6
Installing the Modem .....................................................................................................................7
Installing the Battery.........................................................................................................................7
Cabling the Modem ..........................................................................................................................8
Testing the Connections...................................................................................................................9
Connecting to the Internet ...............................................................................................................9
Configuring TCP/IP in Windows XP .........................................................................................10
Configuring TCP/IP in Windows Vista ......................................................................................10
Verifying the IP Address in Windows XP or Windows Vista....................................................11
Renewing Your IP Address in Windows XP or Windows Vista ...............................................11
Wall Mounting the Modem ............................................................................................................12
Wall Mounting Template..........................................................................................................13
Troubleshooting Tips ...................................................................................................................14
Solutions .........................................................................................................................................14
Front Panel LEDs and Error Conditions ..........................................................................................15
Software License & Warranty .....................................................................................................16
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1
Introduction
The Motorola® SURFboard® SBV6220 DOCSIS® 3.0 Digital Voice Modem provides
high-speed Internet access and up to two lines of VoIP (Voice-over-IP) telephone service,
thus allowing you to use one device for voice and data services over a single network.
This guide is an instructional overview on installing and configuring the SBV6220 Digital
Voice Modem to get it up and running.
Inside the Box
Before starting the installation, verify that the following items are included with the
SBV6220 Digital Voice Modem:
Item
Description
Power Adapter and Cord
Provides power via an AC electrical
outlet
10/100/1000Base-T Ethernet
cable
Standard Cat 5, or higher, cable for
connecting to the network
Battery
Provides backup power for the
SBV6220 during a power outage
Software License and
Regulatory Card
Contains software license, warranty,
and safety information for the
SBV6220
SBV6220 Install Sheet
Provides basic information for
setting up the SBV6220
You will also need a 75-ohm coaxial cable to connect the SBV6220 to the nearest cable
outlet. If a TV is connected to the cable outlet, you may need a 5- to 1002 MHz RF
splitter and two additional coaxial cables to connect the TV and the digital voice modem.
Introduction • Inside the Box
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Contact Information
For assistance with your SBV6220, contact your Internet Service provider.
For information on customer service, technical support, or warranty claims, see the
Safety and Regulatory Information section at the beginning of this guide or the SBV6220
Software License, Warranty, Safety, and Regulatory Information card (SLWSR Card)
included with the SBV6220.
For information about Motorola consumer cable products, education, and support, visit
the Motorola support website at: http://broadband.motorola.com/consumers/support
2
Front Panel
During normal operation, the POWER, RECEIVE, SEND, and ONLINE LEDs are always
On. The LIN LED flashes when the digital voice modem is transferring data.
Note: The blue LED is an optional LED operation only available in some locations. Your service
provider may activate the blue LED option for high-speed Internet and Ethernet connections.
To increase the bandwidth available for receiving and transmitting data, your service provider may
implement bonded channels for the RECEIVE and SEND LEDs. The LINK LED turns blue when a
high-speed Gigabit Ethernet (GigE) connection is made.
Introduction • Contact Information
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The SBV6220 front panel LED indicators provide the following status information for
power and communications:
LED
Off
Flashing
On
1
POWER
Power is
disconnected
Not applicable
Green: Voice modem’s
power is properly connected
2
RECEIVE
Receive channel
not found
Scanning for a
downstream
channel connection
Green: Downstream
channel is connected
Blue: High-speed Internet
connection with bonded
channels
3
SEND
Send channel not
found
Scanning for an
upstream channel
connection
Green: Upstream channel is
connected
Blue: High-speed Internet
connection with bonded
channels
4
ONLINE
Internet
connection failed
Scanning for an
Internet connection
Green: Startup process
completed
5
LINK
No connection to
SBV6220
Ethernet port
detected
LAN activity;
transmitting or
receiving data
Amber: A device is
connected to the Ethernet
(10Base-T) or Fast Ethernet
(100Base-T) port
Blue: High-speed Gigabit
Ethernet (1000Base-T)
connection from the
SBV6220 to the computer
6
TEL 1
TEL 2
Telephone line is
not set up for
voice service.
Contact your VoIP
service provider.
Telephone is offhook; dialing, or in
use; telephone
service is not
provisioned
Green: Telephone service is
provisioned; on-hook
7
BATTERY
Battery is
discharged or not
properly installed
Battery is not fully
charged or power is
off
Amber: Power is on and
battery is in good condition
Introduction • Front Panel
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Rear Panel
The rear panel contains the power receptacle and cabling ports and connectors.
1
Port/Connector
Description
TEL 1/2
VoIP connection for a single or two-line telephone
TEL 2
VoIP connection for a single-line telephone
2
Ethernet port
3
Coaxial cable connector
4
+14VDC power connector
Introduction • Rear Panel
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MAC Label
The SBV6220 Media Access Control (MAC) label is located on the bottom of the
SBV6220. The label contains the MAC address, which is a unique, 48-bit value that
identifies each Ethernet network device. To receive data service, you will need to
provide the MAC address marked HFC MAC ID, to your Internet Service provider.
Introduction • MAC Label
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Getting Started
2
Before You Begin
Take the following precautions before installing the SBV6220:
•
•
Wait until there is no risk of thunderstorm or lightning activity in the area.
•
To prevent overheating the modem, do not block the ventilation holes on the sides
of the device. Do not open the device. Refer all service to your Internet Service
provider.
To avoid potential shock, always unplug the power cord from the wall outlet or other
power source before disconnecting it from the modem’s rear panel.
Minimum System Requirements
Your computer must meet the following requirements:
•
•
•
Computer with Pentium® class or better processor
•
Any web browser, such as Microsoft Internet Explorer®, Netscape Navigator®, or
Mozilla® Firefox®
An established cable Internet connection
Microsoft® Windows® XP™, Windows Vista®, Macintosh®, UNIX®, or Linux®
operating system
Note: Make sure all the latest service packs and patches for your operating system are installed on
your computer.
Ethernet Connection
You can connect any combination of Microsoft Windows, Macintosh, UNIX, or Linux
computers to the SBV6220 LAN using an Ethernet connection. Your computer must
have one of the following Ethernet cards with the proper driver software installed:
•
•
•
Ethernet (10Base-T)
Fast Ethernet (100Base-T)
High-speed Gigabit Ethernet (1000Base-T) — A GigE Network Interface Card is
needed to achieve the maximum data throughput rates.
Getting Started • Before You Begin
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Installing the Modem
3
To install and configure the SBV6220 Digital Voice Modem for a single PC with Microsoft
Windows, do the following:
•
•
•
CAUTION:
Install the battery.
Connect the modem to your computer and telephone.
Set up Internet access and verify the IP address for your computer.
This product is for indoor use only. Do not route the Ethernet and telephone cables outside of the
building. Exposure of the cables to lightning could create a safety hazard and damage the product.
Installing the Battery
First, install the battery in the modem before installing any other components.
Before starting the battery installation, refer to Safety Requirements for the SBV6220
Lithium-Ion Battery for information.
2
Note: The battery may take up to 12 hours for a full charge.
1. To remove the battery cover, place the modem on its side (LEDs facing up) and
press down on the two locking tabs.
2. Slide the battery into the battery compartment until it is fully seated.
3. Replace the battery cover.
Installing the Modem • Installing the Battery
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Cabling the Modem
Before starting this part of the installation, power on your computer and check that the
modem is unplugged.
WARNING:
Contact your cable service provider before connecting the Motorola Digital Voice Modem to your
existing telephone wiring. Do not connect the telephone cable from the TEL port to a traditional
telephone service; only connect it to a telephone.
1. Connect the coaxial cable to a grounded cable TV outlet or splitter.
2. Connect the other end of the coaxial cable to the Cable connector on the modem.
Hand-tighten the connectors to avoid damaging them.
3. Plug the power cord into the +14VDC Power port on the modem.
4. Plug the other end of the power cord into an electrical wall outlet.
This automatically powers on the digital voice modem. Allow the modem 5 to 30
minutes to find and lock on the appropriate communications channels.
5. Connect the Ethernet cable to the Ethernet port on your computer.
6. Connect the other end of the Ethernet cable to the Ethernet port on the modem.
7. Plug the telephone cord of a single or two-line telephone into the telephone.
8. Plug the other end of the telephone cord into the TEL 1/2 port on the modem.
Contact a VoIP service provider to activate this service.
Note: Use the TEL 1/2 port to connect two-line telephones.
9. For a second telephone, plug the telephone cord of a single-line telephone, fax
machine, or other device, into the TEL 2 port on the modem.
Installing the Modem • Cabling the Modem
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Testing the Connections
To verify that all the components were properly installed, perform the following
connectivity test:
1. Power on your computer.
2. Check the LEDs on the SBV6220 front panel.
The TEL 1 and TEL 2 LEDs should be on, if the SBV6220 was provisioned for
voice service. Otherwise, TEL 1 and TEL 2 will be off.
The remaining LEDs should be on or flashing.
Note: Refer to Front Panel for LED status information.
2
3. Open a web browser.
4. Go to any website to check for an Internet connection.
5. Check the telephone for a dial tone. If there is no dial tone, then your telephone line
is not set up for voice service.
Note: Contact your service provider to provision the telephony line(s).
If the connectivity test failed, see Troubleshooting Tips for a possible solution.
2
Connecting to the Internet
After installing the SBV6220, check that you can connect to the Internet. You can
retrieve an IP address for your computer’s network interface using one of the following
options:
•
•
Retrieve the statically defined IP address and DNS address.
Automatically retrieve the IP address using the Network DHCP server.
The SBV6220 digital voice modem provides a DHCP server on its LAN. Motorola
recommends that you configure your LAN to obtain the IPs for the LAN and DNS server
automatically.
Make sure all computers on your LAN are configured for TCP/IP. After configuring TCP/IP
on your computer, you should verify the IP address.
Note: For UNIX or Linux systems, follow the instructions in the applicable user documentation.
Installing the Modem • Testing the Connections
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Configuring TCP/IP in Windows XP
1. Open the Control Panel.
2. Double-click Network Connections to list the Dial-up and LAN or High-Speed
Internet connections.
3. Right-click the network connection for your network interface.
4. Select Properties from the drop-down menu to display the Local Area Connection
Properties window. Be sure Internet Protocol (TCP/IP) is checked.
5. Select Internet Protocol (TCP/IP) and click Properties to display the Internet
Protocol (TCP/IP) Properties window.
6. Select Obtain an IP address automatically and Obtain DNS server address
automatically.
7. Click OK to save the TCP/IP settings and exit the TCP/IP Properties window.
8. Close the Local Area Connection Properties window and then exit the Control
Panel.
9. When you complete the TCP/IP configuration, continue with Verifying the IP
Address in Windows XP.
3
Configuring TCP/IP in Windows Vista
1. Open the Control Panel.
2. Click Network and Internet to display the Network and Internet window.
3. Click Network and Sharing Center to display the Network and Sharing Center
window.
4. Click Manage network connections to display the LAN or High-Speed Internet
connections window.
5. Right-click the network connection for the network interface you want to change.
6. Click Properties to display the Local Area Connection Properties window.
Vista may prompt you for an administrator password or confirmation. Type the
password or confirmation, then click Continue.
7. Click Networking tab, then select Internet Protocol Version 4 (IPv4).
8. Click Properties to display the Internet Protocol Version 4 (TCP/IPv4) Properties
window.
9. Select Obtain an IP address automatically and Obtain DNS server address
automatically.
10. Click OK to save the TCP/IP settings and close the Internet Protocol Version 4
(TCP/IPv4) Properties window.
11. Click OK to close the Local Area Connection Properties window.
12. Close the remaining windows and exit the Control Panel.
Installing the Modem • Connecting to the Internet
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13. When you complete the TCP/IP configuration, continue with Verifying the IP
Address in Windows Vista.
3
Verifying the IP Address in Windows XP or Windows Vista
Windows XP
1. Open a command prompt window.
A. On the Windows Desktop, click Start.
B. Select Run to open the Run window.
C. Type cmd and click OK.
2. Type ipconfig and press Enter to display your IP configuration.
Windows Vista
1. Open a command prompt window.
A. On the Windows Desktop, click Start.
B. Click All Programs.
C. Click Accessories.
D. Click Command Prompt.
2. Type ipconfig and press Enter to display the IP configuration.
If an Auto-configuration IP Address appears, this indicates possible cable network
problems or an incorrect connection between your computer and the digital voice
modem.
Check the cable connections and your television service for available channels. After
verifying the cable connections and cable-TV service, you may need to renew your IP
address.
Renewing Your IP Address in Windows XP or Windows Vista
1. Open a command prompt window (see above for details).
2. At the command prompt, type ipconfig /renew and press ENTER to obtain a
new IP address.
3. 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 assistance.
Installing the Modem • Connecting to the Internet
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Wall Mounting the Modem
Do the following before wall mounting the SBV6220:
•
Locate the device as specified by the local or national codes governing residential or
business cable TV and communications services.
•
Follow all local standards for installing a network interface device/network interface
device (NIU/NID).
•
Make sure the AC power plug is disconnected from the wall outlet and all cables are
removed from the back of the modem before starting the installation.
•
•
Determine if you are mounting the modem horizontally or vertically.
Use M3.5 x 38 mm (#6 x 1½ inches) screws with a flat underside and maximum
screw head diameter of 9.0 mm to mount the modem.
See the screw mounting dimensions below to properly mount the modem:
If possible, mount the modem to concrete, masonry, a wooden stud, or some other solid
wall material. Use anchors if necessary (for example, if you must mount the device on
drywall).
CAUTION:
Before drilling holes, check the structure for potential damage to water, gas, or electrical lines.
1. Drill the holes to a depth of at least 1½ inches (3.8 cm).
There must be .10 inches (2.5 mm) between the wall and the underside of the
screw head.
2. After mounting, reconnect the coaxial cable and re-plug the power cord.
3. Properly route the cables to avoid any safety hazards.
Installing the Modem • Wall Mounting the Modem
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Wall Mounting Template
4.00"
(10.20 cm)
4.00"
(10.20 cm)
Installing the Modem • Wall Mounting the Modem
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Troubleshooting Tips
4
Section 2 (CHAPTERS AND APPENDICES) starts here (hidden text; will not print)
If the solutions listed in the table below do not resolve your problem, contact your
service provider.
Note: Before calling your service provider, try unplugging and replugging the power cord on the
rear of the SBV6220. Resetting the SBV6220 may take 5 to 30 minutes.
Your service provider may ask for the status of the front panel LEDs as described in
Front-Panel LEDs and Error Conditions.
3
Solutions
Problem
Possible Solution
Power LED is off
– or –
All Front Panel LEDs
are off
• Check that the power cord is properly plugged into the electrical
SBV6220 cannot send
or receive data
• Check the LEDs on the front of the SBV6220. Note the first LED
wall outlet and the SBV6220
• Check that the power cord is not plugged into a switch-controlled
outlet and that it is a live electrical outlet.
from top to bottom that is off or flashing. This LED indicates where
the error occurred, as described in Front-Panel LEDs and Error
Conditions.
POWER, RECEIVE, and SEND LEDs should always be on.
ONLINE LED should be on; LINK LED should be flashing.
If you have cable TV service, then you can determine if the cable
system is working properly by viewing a channel on your TV. If you
cannot receive regular TV channels or see a picture on the TV, then
the data and VoIP telephone services will not work; you will need
to contact your service provider.
If you do not have cable TV service, then you must contact a cable
service provider.
Check the coaxial cable connection on the SBV6220 and cable
service wall outlet. Hand-tighten cable connectors, if necessary.
Check that the Ethernet cable is properly connected to the
SBV6220 and your computer.
Check the IP address. Follow the steps for verifying the IP address
for your operating system described in Configuring TCP/IP. Call
your service provider if you need an IP address.
3
•
•
•
•
•
•
•
3
Troubleshooting Tips • Solutions
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Problem
Possible Solution
No telephone service
– or–
TEL 1 or TEL 2 LED is
off
If your telephone requires external power, check the AC power
connection to your telephone.
Check the connection between the SBV6220 and your telephone. If
they are properly connected and the TEL 1 or TEL 2 LED remains off,
the telephone line is not set up for voice service. Contact your service
provider.
Check the coaxial cable on the SBV6220 and the electrical outlet.
Hand-tighten the cable connectors if necessary.
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 telephone
service will not function.
Front Panel LEDs and Error Conditions
LED
Turns Off During Startup, If:
Turns Off During Normal Operation,
If:
POWER
SBV6220 is not properly plugged into
the power outlet
SBV6220 is unplugged
RECEIVE
Downstream (receive) channel cannot
be acquired
Downstream channel is lost
SEND
Upstream (send) channel cannot be
acquired
Upstream channel is lost
ONLINE
IP registration is unsuccessful
IP registration is lost
TEL 1 or
TEL 2
If the TEL LED fails to flash during
startup, telephone line configuration has
failed
Connected during a phone call and does
not blink, telephone connection is lost
BATTERY
AC power is not present
AC power is not present
Troubleshooting Tips • Front Panel LEDs and Error Conditions
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A
Software License & Warranty
SURFboard SBV6220 Digital Voice Modem
Motorola, Inc.
Home & Networks Mobility Solutions Business (“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:
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.
Software License & Warranty
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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.
Motorola is not responsible for any third party software provided as a bundled application, or otherwise, with the
Software.
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., Home & Networks Mobility Solutions
Business, 101 Tournament Drive, Horsham, PA 19044.
WARRANTY INFORMATION
SURFboard SBV6220 Digital Voice Modem
Home & Networks Mobility (“Motorola”)
What is my limited warranty? A limited warranty for this Product (including Software) is provided by Motorola to your
distributor, cable operator, or Internet service provider, as applicable. Please contact your cable operator or Internet
service provider (“Service Provider”) for details. Motorola does not warrant that any Software will perform error-free or
without bugs. Motorola’s warranty shall not apply: (i) to any Product subjected to accident, misuse, neglect, alteration,
Acts of God, improper handling, improper transport, improper storage, improper use or application, improper
installation, improper testing, or unauthorized repair; or (ii) to cosmetic problems or defects which result from normal
wear and tear under ordinary use, and do not affect the performance or use of the Product. Motorola’s warranty applies
only to a Product that is manufactured by Motorola and identified by Motorola-owned trademarks, trade names, or
product identification logos affixed to the Product. MOTOROLA DOES NOT WARRANT THIS PRODUCT DIRECTLY TO
YOU, THE END USER. EXCEPT AS DESCRIBED IN THIS SECTION “WARRANTY INFORMATION,” THERE ARE NO
WARRANTIES OR REPRESENTATIONS OF ANY KIND RELATING TO THE PRODUCT, EXPRESS, IMPLIED, OR
STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A
PARTICULAR PURPOSE, OR WARRANTY AGAINST INFRINGEMENT. MOTOROLA IS NOT RESPONSIBLE FOR, AND
PROVIDES “AS IS,” ANY SOFTWARE SUPPLIED BY 3RD PARTIES.
What additional provisions should I be aware of? Because it is impossible for Motorola to know the purposes for which
you acquired this Product or the uses to which you will put this Product, you assume full responsibility for the selection
of the Product for its installation and use. While every reasonable effort has been made to insure that you will receive
a Product that you can use and enjoy, Motorola does not warrant that the functions of the Product will meet your
Software License & Warranty
SBV6220 DOCSIS 3.0 Digital Voice Modem • Installation Guide
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requirements or that the operation of the Product will be uninterrupted or error-free. MOTOROLA IS NOT RESPONSIBLE
FOR PROBLEMS OR DAMAGE CAUSED BY THE INTERACTION OF THE PRODUCT WITH ANY OTHER SOFTWARE OR
HARDWARE.
How long does this Limited Warranty last? Contact your Service Provider for details.
What you must do to obtain warranty service. For Product customer service, technical support, warranty claims,
questions about your Internet service or connection, contact your Service Provider. ALL WARRANTIES ARE VOID IF THE
PRODUCT IS OPENED, ALTERED, AND/OR DAMAGED.
THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES for any and all claims that you may have arising out of or in
connection with this Product, whether made or suffered by you or another person and whether based in contract or tort.
IN NO EVENT SHALL MOTOROLA BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT, INDIRECT, GENERAL,
SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR OTHER DAMAGES ARISING OUT OF THE USE OR INABILITY
TO USE THE PRODUCT (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS
INTERRUPTION, LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS), OR FROM ANY BREACH OF WARRANTY,
EVEN IF MOTOROLA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO CASE SHALL MOTOROLA’S
LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT.
Motorola’s warranty is governed by the laws of the Commonwealth of Pennsylvania, excluding its conflict of laws
principles and excluding the provisions of the United Nations.
Software License & Warranty
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m
Motorola, Inc.
101 Tournament Drive
Horsham, PA 19044 U.S.A.
http://www.motorola.com
MOTOROLA and the Stylized M logo are registered in the US Patent and Trademark Office. All other product or service
names are the property of their respective owners. ©2009 Motorola, Inc. All rights reserved.
548415-001-a
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