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SB4101 User Guide
High-Speed Access to the Internet
SURFboard
R
Cable Modem
Regulatory Information
Federal Communications Commission Radio and
Television Interface Statement for a Class 'B' Device.
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 the 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 the 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 of the following measures: n n
Increase the separation between the equipment and the affected receiver
Connect the equipment on a circuit different from the one the receiver is on
You may find the following booklet, prepared by the
Federal Communications Commission, helpful:
How to Identify and Resolve Radio-TV Interference
Problems
Stock No. 004-000-0342-4,
U.S. Government Printing Office
Washington, DC 20402
Changes or modifications not expressly approved by the party responsible for compliance could void the user's authority to operate the equipment.
This product was FCC compliant under test conditions that included the use of the supplied cable between system components. To be in compliance with FCC regulation, the user must use this cable and install it 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 product safety requirements of the country of use.
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 BCS, 6450 Sequence Drive, San
Diego, CA 92121, 1-800-225-9446, 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.
Operation is subject to the following condition: This device must accept any interference received, including interference that may cause undesired operation. The above named party is responsible for ensuring that the equipment complies with the standards of 47CFR,
Paragraph 15.101 to 15.109.
Canadian Compliance
This Class B digital apparatus meets all requirements of the Canadian Interference-Causing Equipment
Regulations. Cet appareil numérique de la classe B respects toutes les exigences du Règlement sur le matériel brouilleur du Canada.
Warning
TO PREVENT FIRE OR SHOCK HAZARD, DO NOT
EXPOSE THIS APPLIANCE TO RAIN OR MOISTURE.
Caution
TO PREVENT ELECTRICAL SHOCK, DO NOT USE
THIS PLUG WITH AN EXTENSION CORD,
RECEPTACLE, OR OTHER OUTLET UNLESS THE
BLADES CAN BE FULLY INSERTED TO PREVENT
BLADE EXPOSURE.
THESE SERVICING INSTRUCTIONS ARE FOR USE
BY QUALIFIED PERSONNEL ONLY. TO REDUCE THE
RISK OF ELECTRICAL SHOCK, DO NOT PERFORM
ANY SERVICING OTHER THAN THAT CONTAINED IN
THE INSTALLATION AND TROUBLESHOOTING
INSTRUCTIONS UNLESS YOU ARE QUALIFIED TO
DO SO. REFER ALL SERVICING TO QUALIFIED
SERVICE PERSONNEL.
Repairs
If repair is necessary, return the Product (including all
Software, components, documentation, and other contents of this Product package) together with proof of purchase to the place of purchase.
Copyright © 2001 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, Inc. reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of Motorola, Inc. to provide notification of such revision or change. Motorola, Inc. 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, Inc. may make improvements or changes in the product(s) described in this manual at any time.
Motorola, the stylized M logo and SURFboard are registered trademarks and the SURFboard logo is a trademark of Motorola, Inc.
Macintosh is a registered trademark of Apple
Corporation.
Microsoft and Windows are registered trademarks of
Microsoft Corporation.
Netscape is a registered trademark of Netscape
Communications Corporation.
QuickTime and QuickTime logo are trademarks of Apple
Computer, Inc.
UNIX is a registered trademark of the Open Group.
Windows screens reproduced by permission of Microsoft
Corporation.
Table of Contents
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Table of Contents
(cont’d)
Software License Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Always on, always connected
Faster!**
Up to 100 times faster than a phone modem
Better!***
A great choice for Internet access
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Congratulations, you have a new state-of-the-art SB4101 cable modem! This high-speed, upgradeable modem enables you to connect your home or business computer to a DOCSIS-compliant data network. The SB4101 transmits and receives data at much higher speeds than traditional telephone or ISDN modems.
It provides high-speed access to the Internet and other online services.
A new Universal Serial Bus (USB) port is available for a single-user direct connection to
USB-equipped computers. The standard Ethernet connection provides network service to single or multiple users.
Unlike a telephone modem, the SB4101 is always online. Just open your browser and surf.
* Unlike analog phone modems and ISDN, you’re always on, always connected.
** Actual speed will vary. Many network and other factors affect download speeds.
*** SURFboard is made by the company with over 50 years of cable TV expertise.
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Introduction Before You Begin
1
5
6
7
2
3
4
Installation Configuration Troubleshooting
Top and Front Panel
The standby button suspends Internet service. The six front-panel lights provide information about power, communications, and errors.
Legal
Item
1 Standby
Switch
2 Power
LED
3 Receive
LED
4 Send
LED
Description
Press this switch to disable the Ethernet and USB ports on the
SB4101. No data is transmitted or received. Press this switch again to transmit and receive data. The Standby button offers added
Internet security. When the standby switch is activated, all other lights turn off.
When the light is flashing, startup diagnostics are being performed.
A solid light indicates the SB4101 is powered on.
When the light is flashing, the SB4101 is scanning for a receive channel connection. A solid light indicates the channel connection is acquired.
When the light is flashing, the SB4101 is scanning for the send channel connection. A solid light indicates the channel connection is acquired.
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Introduction Before You Begin
1
5
6
7
2
3
4
Installation Configuration Troubleshooting Legal
Top and Front Panel
Item Description
5
6
Online
LED
Activity
When the light is flashing, the SB4101 is scanning for the network configuration server connection. A solid light indicates the network connection is acquired.
When the light is flashing, the SB4101 is transmitting or receiving data. When the light is off, the SB4101 is not transmitting or receiving data.
7 Standby
After pressing the Standby button on the top of the SB4101, the
Standby light turns on indicating the Ethernet and USB ports are disabled (not receiving or transmitting data). The cable connection to the service provider remains active. Internet service is interrupted until the Standby button is pressed again. The Standby button offers added Internet security.
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Introduction Before You Begin
4
5
6
1
2
3
Installation Configuration Troubleshooting Legal
Rear Panel
The rear panel provides cabling connectors, status lights, and the power receptacle.
Item Description
1 LINK/ACT
When the light is on, the Ethernet connection is available. A blinking light indicates data is being transferred.
2
This port is the Ethernet connector that transfers data to and from your computer.
3 100
4 USB
5
•
6 CABLE
7 POWER
The light is on when a 100Base-T link is established and off when a
10Base-T link is established.
This port provides a direct connection to USB equipped computers.
This is the recessed reset button.
This port transfers data to and from the service provider.
This connector provides power to the SB4101.
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4
Introduction Before You Begin
10/100Base-T shielded
Ethernet cable
SB4101
User Guide
CD-ROM
Power cord
USB cable
Installation Configuration Troubleshooting
Before You Begin
Before you begin the installation, check that you have:
Item
Power cord
Description
Required for connecting the SB4101 to the AC electrical outlet.
Required for connecting to the Ethernet port.
One 10/100Base-T shielded Ethernet cable
One USB cable
SB4101 User Guide
CD-ROM
Legal
Required for connecting to the USB port.
Contains the User Guide and USB drivers necessary for connecting to USB port.
You need to purchase a 75-ohm coaxial cable with F-type connectors for connecting your SB4101 to the nearest cable outlet. If you have a TV attached to the cable outlet, you may need a 5-900 MHz splitter to use both the TV and the SB4101. Both the coaxial cable and the RF splitter are readily available at consumer electronic stores.
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Introduction Before You Begin
You must call your service provider to activate your service. You need to provide the media access control (MAC) address. This address is found on the SB4101 bar code label marked
HFC MAC ID on the rear panel. The address format is 00:20:40:xx:xx:xx or
00:04:db:xx:xx:xx.
Installation Configuration Troubleshooting Legal
Precautions n n n n
Postpone SB4101 installation until there is no risk of thunderstorm or lightning activity in the area. Avoid damaging the SB4101 with static by touching the coaxial cable connector when it is attached to the earth grounded coaxial cable TV wall outlet. Always first touch the coaxial cable connector on the SB4101 when you are disconnecting or re-connecting your USB or Ethernet cable from the SB4101 or your
PC.
Do not block the ventilation holes on the sides of the cable modem to prevent overheating the SB4101.
Do not open the SB4101 cable modem. Refer all service to your local service provider.
Wipe the 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.
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Introduction Before You Begin
System Requirements Summary
n n n n
Service Provider
Computer
HTML Browser
Ethernet card or SB4101 CD-ROM containing the USB software
Installation Configuration Troubleshooting Legal
System Requirements
You need the following to use the SB4101 with your computer system:
Service Provider
You must sign up with a data service provider for access to the Internet and other online services. You should ask your data service provider the following questions: n n n n
Do you have any special system requirements?
When can I begin to use my cable modem?
Are there any files I need to download once I’m connected?
Do I need a user name or password to access the Internet or use Email?
Computer
Your computer must be equipped with a USB or Ethernet port and Trans mission Control
Protocol/Internet Protocol (TCP/IP) to access the SB4101. The SB4101 is compatible with Microsoft
®
, Macintosh
®
and UNIX
®
operating systems. Computers using
Windows
®
95, UNIX, or Macintosh systems must use the Ethernet connection.
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7
Introduction
The Ethernet card must be installed before the
SB4101. If it isn't, follow the installation instructions that came with your Ethernet card.
Home
Before You Begin
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Installation
System Requirements
HTML Browser
Any standard HTML (web) browser works with the SB4101.
Ethernet Card or SB4101 CD-ROM Containing the USB
Software
Any standard 10/100Base-T Ethernet card operates with the SB4101. This is not needed if connecting to the USB port. The Ethernet card must be installed before the SB4101. If it is not, follow the installation instructions included with your Ethernet card.
The USB connection is supported by Windows 98, Windows 2000, and Windows Me and requires special software to operate. The USB driver software files are on the CD-ROM supplied with your SB4101.
The USB drivers can be upgraded from the Internet. Check our website for information, http://www.motorola.com/broadband .
Your computer must be configured for TCP/IP and have an IP address for the SB4101 to operate. Your service provider furnishes the IP address.
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Configuration Troubleshooting Legal
Introduction Before You Begin
Avoid damaging the SB4101 or your PC with static electricity.
Installation Configuration Troubleshooting
Installation
Installation and Configuration Tasks
n n
Install cables
Set up USB in Windows if you are using a USB port on your PC n n
Configure TCP/IP
Verify IP address
There are two sections for USB installation: n n
Windows 98
Windows 2000 and Windows Me
To release any static charges,
touch the coaxial cable connector on the modem
b efore connecting or disconnecting the USB or Ethernet cables.
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9
Legal
Introduction Before You Begin
To Ethernet or USB
Ethernet
OUT
USB
To cable outlet
To electrical outlet
Installation Configuration Troubleshooting Legal
Cabling and Startup for a Single User
You must allow 5 to 30 minutes to power up the first time because the SB4101 must find and lock on the appropriate channels for communications.
1
Be sure that your computer is on and the SB4101 is unplugged.
2
Connect the coaxial TV cable to the cable outlet or splitter and the other end to the
SB4101 connector marked CABLE. Hand-tighten the connectors to avoid damaging them. You may need a 5-900 MHz splitter and an additional 75-ohm coaxial cable if you have a TV connected to the cable outlet.
3
Insert the SB4101 CD-ROM into your CD-ROM drive.
4
Plug the power cord into the SB4101 connector marked POWER and the other end to the electrical outlet.
Caution
Do not connect both Ethernet and USB cables to the same computer.
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Introduction Before You Begin
To turn on your SB4101, simply plug it in. It is not necessary to unplug it when not in use.
Installation Configuration Troubleshooting Legal
Cabling and Startup for a Single User
5
Check that the lights on the front of the SB4101 cycle through the following sequence: n
Power flashes during a self-test. When the self-test is successfully complete, the light is solid green.
n
Receive flashes while the SB4101 scans for the receive channel. When the receive channel is locked, the light is solid green.
n
Send flashes while the SB4101 scans for the send channel. When the send channel is locked, the light is solid green.
n
Online flashes while the SB4101 is obtaining configuration information. When the configuration information is obtained, the light is solid green.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Cabling and Startup for a Single User
6
Connect your computer to the SB4101 using one of the following methods:
USB
Connect the USB cable to the SB4101 port marked USB and the other end to the
USB port on the back of your computer.
For Windows 98 USB users, go to the next page.
For Windows 2000 and Windows Me USB users, go to page 18.
Ethernet
Connect the 10/100Base-T shielded Ethernet cable to the SB4101 Ethernet connector and the other end to the Ethernet jack on the back of your computer. For an Ethernet connection, skip over the USB instructions and go to
“Configuring for TCP/IP” on page 23.
During normal operation, the Power, Receive, Send, and Online lights are on and the Activity light flashes when transferring data between the SB4101 and your computer.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Setting Up a USB Driver in Windows 98
After plugging in the USB connector, the window on the left is displayed.
1
Click Next.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Setting Up a USB Driver in Windows 98
2
Be sure the text that reads “Search for the best driver for your device” is selected as displayed in the upper window on the left. Then, click Next, and the lower window on the left is displayed showing a location.
If your computer successfully locates the driver, proceed to step 4.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Setting Up a USB Driver in Windows 98
If your computer does not locate the driver, the previous window is displayed again.
You should select “specify a location” and type in the location of your CD-ROM drive as shown in the upper window.
3
Click Next.
4
Select “The updated driver . . .“ and then click Next.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Setting Up a USB Driver in Windows 98
5
After the window on the left is displayed, click Next.
At this point, Windows 98 may need additional system files loaded to complete the installation. These files are located on your Windows 98 CD-ROM.
6
Be sure your Windows 98 CD-ROM is in the CD-ROM Drive and click OK to install
System Files.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Setting Up a USB Driver in Windows 98
7
After all of the necessary Windows 98 files have been loaded, the upper window on the left is displayed confirming a successful installation.
8
Click Finish and the lower window is displayed.
9
Click Yes to restart your computer.
Refer to “Verifying Your IP Address in Windows 95, 98, and Me” on page 30 to
verify your TCP/IP setup.
If you have any difficulties with the installation process, please follow the instructions for
removing the SB4101 USB device from a Windows 98 computer that appear on page 38
in the Troubleshooting section.
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Setting Up a USB Driver in
Windows 2000 and Windows Me
1
After making the USB connection, the Found New Hardware window is displayed.
The SB4101 uses the same driver as the
SB4100.
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Introduction Before You Begin Installation Configuration Troubleshooting
Setting Up a USB Driver in
Windows 2000 and Windows Me
2
After several seconds, the Hardware Wizard window is displayed.
3
Click Next, and the lower window is displayed.
4
Be sure that the text that reads “Search for a suitable driver for my device” is selected and click Next.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Setting Up a USB Driver in
Windows 2000 and Windows Me
5
Be sure that the CD-ROM drive’s box is the only one checked as illustrated in the upper window. Click Next, and the lower window is displayed.
6
Click Next.
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Setting Up a USB Driver in
Windows 2000 and Windows Me
7
On the Insert Disk window, D:\ represents the CD-ROM drive. If D:\ is not the
CD-ROM drive on your computer, enter the drive letter for your CD-ROM drive.
8
Click OK and the lower window on the left is displayed.
9
Select Browse and then locate a file called Net4101.sys. This file is located on the
Motorola SB4101 CD-ROM root directory. Double-click the file called Net4101.sys.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Setting Up a USB Driver in
Windows 2000 and Windows Me
10
On the Files Needed window, click OK and the Found New Hardware Wizard window is displayed.
11
Click Finish to complete the installation.
If you have any difficulties with the installation process, please follow the instructions for removing the SB4101 USB device from a Windows 2000 or Windows Me computer that
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Introduction Before You Begin
The SB4101 contains all necessary software.
You don't need to configure the SB4101, but you must configure your computer for TCP/IP
(software protocol developed for communication between computers) and check for an IP address. Your service provider may provide additional instructions for setting up your computer.
Installation Configuration Troubleshooting Legal
Configuring for TCP/IP in Windows 95,
98, and Me
The following basic instructions are for Windows 95, 98 and Me. Windows 2000
configuration instructions begin on page 26. If you are using a different operating
system, refer to your user guide.
1
On the Windows Desktop, click Start.
2
Select Settings and then Control Panel from the pop-up menus.
3
Double-click the Network icon on the Control Panel window.
4
Select the Configuration tab on the Network window.
5
Check to see if TCP/IP has been installed for the device being used (Ethernet card or USB). If TCP/IP is displayed in the list of network components, it is installed and you can proceed to step 10. If TCP/IP is not displayed on the list, continue with step 6.
6
Click Add.
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Configuring for TCP/IP in Windows 95,
98, and ME
7
Double-click the Protocol option on Select Network Component Type window.
8
Click Microsoft in the Manufacturers section and then click TCP/IP in the Network
Protocol section of Select Network Protocol window.
9
Click OK.
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Configuring for TCP/IP in Windows 95,
98 and Me
10
Click TCP/IP on the Network window. If you have more than one TCP/IP entry, choose the one associated with the Ethernet card or USB device connected to the
SB4101.
11
Click Properties.
12
Select the IP Address tab on the TCP/IP window.
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 then click OK again.
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Configuring for TCP/IP in Windows 2000
The following basic instructions are for Windows 2000 users. Windows 95, 98, and Me
instructions begin on page 23. If you are using a different operating system, refer to your
user guide.
1
On the Windows Desktop, click Start.
2
Select Settings and then Control Panel from the pop-up menus.
3
Double-click the Network and Dial-up Connections icon on the Control Panel window.
4
On the Network and Dial-up Connections window, click
Local Area Connection #. The value of this number (#) varies from system to system, but usually is 2. The Local Area Connection # Status window is displayed as shown at the top of the next page.
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Configuring for TCP/IP in Windows 2000
5
Click Properties and information similar to that shown in the lower window is displayed.
6
If Internet Protocol (TCP/IP) is displayed in the list of network components, TCP/IP is installed and you can proceed to step 10. If TCP/IP is not displayed on the list, continue with step 7 by clicking Install. This causes the Select Network Component
Type window to be displayed as shown at the top of the next page.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Configuring for TCP/IP in Windows 2000
7
Click Protocol on the Select Network Component Type window and then click
ADD. The Select Network Protocol window is displayed similar to the example on the lower left of this page.
8
Click Internet Protocol (TCP/IP) in the Network Protocol section of Select Network
Protocol window.
9
Click OK and the Local Area Connection # Properties window is re-displayed as shown at the top of the next page.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Configuring for TCP/IP in Windows 2000
10
On the Local Area Connection # Properties window, make sure a check mark is in the box next to Internet Protocol (TCP/IP). Click Properties. The Internet Protocol
(TCP/IP) Properties windows is displayed as shown on the lower left of this page.
Make sure that “Obtain IP address automatically” and “Obtain DNS server address automatically” are selected.
11
Click OK to accept the TCP/IP settings.
12
Click OK to close the Local Area Connection # Properties window.
13
Click OK when prompted to restart your computer and then click OK again.
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Introduction Before You Begin
The values shown for Adapter Address, IP
Address, Subnet Mask, and Default Gateway on your PC will be different than those shown in the example above.
If autoconfiguration is displayed before IP
Address in Windows 98, call your service provider.
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Verifying Your IP Address in
Windows 95, 98, and Me
The following basic instructions are for Windows 95, 98, and Me. The instructions for verifying your IP address for Windows 2000 are found on the next page. For any other operating system, please refer to your specific operating system guide for IP address verification.
To check the IP address:
1
On the Windows Desktop, click Start.
2
Select Run.
3
Type winipcfg.exe and click OK. A window similar to the example shown on this page is displayed.
4
Select your adapter name—the Ethernet card or USB device.
5
Click Renew.
6
Click OK after the system displays an IP address.
If after performing this procedure your computer does not access the Internet, call your service provider. They will assist in your configuration.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Verifying Your IP Address in
Windows 2000
The following basic instructions are for Windows 2000. The instructions for verifying your
IP address for Windows 95, and Me are found on the previous page. For any other operating system, please refer to your specific operating system guide for IP address verification.
To check the IP address:
1
On the Windows Desktop, click Start.
2
Select Run.
3
Type cmd and click OK. A window like the one on the upper left of this page is displayed.
4
Type ipconfig and press ENTER to display your IP configuration.
5
Type exit and press ENTER to return to the Windows operating system.
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Verifying Your IP Address in
Windows 2000
Improper connections between your PC and the SB4101 and cable network problems are indicated when you receive an Autoconfiguration IP Address. An example is displayed on the upper left of this page. Check your cabling and whether you can see your regular cable-TV channels on your television.
After verifying your cable connections and proper operation of the cable-TV system by looking at the channels on your TV, you can attempt to renew your IP address.
To renew your IP address:
1
Type ipconfig /renew and then press ENTER. If a valid IP address is displayed, then Internet access should be available.
2
Type exit and then press ENTER to return to Windows.
If after performing this procedure your computer does not access the Internet, call your service provider. They will assist in your configuration.
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Introduction Before You Begin
Computer
Service provider
TV cable
SB4101
Standard
Ethernet cable
Ethernet hub
Standard
Ethernet cable
Computer
Computer
Installation Configuration Troubleshooting Legal
Cabling for Multiple Users
Your service provider must configure your modem for multiple user service. Contact your service provider for availability and instructions.
The SB4101 supports many multiple user configurations. It can easily serve as a gateway to the Internet for up to 32 users.
Ethernet
Multiple users must be connected to an Ethernet hub, which should be attached to the
SB4101.
Caution
Do not connect both the Ethernet and USB cables to the same computer.
Multiple computers cannot be connected to the SB4101 through the USB port.
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Introduction Before You Begin
USB
Computer
Service provider
TV cable
SB4101
Ethernet
Computer
USB
Computer
Service provider
TV cable
SB4101
Ethernet
HUB
Computer Computer Computer
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Installation Configuration Troubleshooting Legal
Cabling for Multiple Users
Multiple user configurations can include Ethernet and USB connections.
Ethernet and USB
For two users on individual computers, connect the USB and Ethernet ports directly to the SB4101.
Multiple users are supported with a single user attached to the USB port and the remaining (up to 31) users connected to the Ethernet hub.
Caution
Do not connect both the Ethernet and USB cables to the same computer.
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Introduction Before You Begin Installation Configuration Troubleshooting Legal
Troubleshooting
This information helps you solve a problem quickly. Before calling your service provider, try pressing the reset button on the rear panel. Resetting the SB4101 may take 5 to 30 minutes. Your service provider may need to know the status of the front-panel lights.
Problem
Green POWER light is off
Possible Solutions
n
Check that the power cord is properly plugged into the wall outlet and the rear panel of the SB4101.
n n n n
Check that the electrical outlet is working.
Press the Standby button to reconnect Internet service.
Press the Reset button.
Call your service provider.
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Introduction Before You Begin
Troubleshooting
Problem
Cannot send or receive data
Installation Configuration Troubleshooting Legal
Possible Solutions
n
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. If the first light that is off is:
Light
Receive
Send
Online
Power
Turns off under the following error condition(s):
During startup, the receive channel is not acquired.
During normal operation, the receive channel is lost.
During startup, the send channel is not acquired.
During normal operation, the send channel is lost.
During startup, the IP registration was not successful.
During normal operations, the IP registration is lost.
The modem may be in standby mode, press the Standby button.
n
Check that your TV is working if you have cable, and that you have a clear TV picture. If you are not receiving your regular TV channels, your data service will not function.
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Introduction
Problem
Before You Begin
Troubleshooting
Cannot send or receive data (cont’d)
Cannot view User Guide CD video
Operating System problems related to unsuccessful installation of the SB4101 USB driver
Installation Configuration Troubleshooting Legal
Possible Solutions
n n n
Check the coaxial cable at the modem and wall outlet and hand-tighten if necessary.
Check the IP address (follow the steps in Verifying Your IP Address
call your service provider if you need an IP address.
Check that the USB or Ethernet cable is attached at the modem and your computer.
n
Press the Standby button to reconnect Internet service.
n
Check that Acrobat Reader 4.0 is installed and selected.
n
Remove the USB driver using the instructions for a Windows 98 or
Windows 2000/Windows Me computer that appear on the following pages.
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Removing the SB4101 Device Listing from Windows 98
1
On your Windows Desktop, right click the Network Neighborhood icon and select
Properties. The Network window is displayed.
2
Highlight the text that reads “Motorola SurfBoard USB Cable Modem SB4101,” as illustrated in the lower window.
This procedure does not remove the USB driver from your system, it only removes the device listing from your system.
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Removing the SB4101 Device Listing from Windows 98
3
Click Remove and the Network Dialogue window no longer shows the “Motorola
SurfBoard USB Cable Modem” in the list.
4
Click OK, and the System Settings Change window is displayed.
5
Click No.
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Removing the USB Driver from
Windows 98
You now need to start Windows Explorer. Start Explorer by clicking Start and then selecting Run. In the Run window, type explorer and then click OK. The Exploring window is displayed as shown on the left.
1
Be sure that the USB cable has been removed from your PC or SB4101 cable modem.
2
Select your CD-ROM drive. Run the Remove utility from the Motorola SB4101
CD-ROM by double clicking the Remove icon.
The SB4101 uses the same driver as the
SB4100.
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Removing the USB Driver from
Windows 98
The SB4101 USB Driver Removal windows are displayed on this page.
3
Click Remove Driver.
4
The removal of the SB4101 USB is now complete.
You may get various messages in this step, depending on the previous installation. The status messages you receive are informational only.
5
After you have removed the USB device, repeat the Windows 98 USB Installation procedure to reinstall the SB4101 with a USB device.
If you have problems, please call us toll-free 1-877-466-8646.
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Removing the SB4101 Device Listing from Windows 2000 and Windows Me
1
From your Windows 2000 or Windows Me desktop, click Start.
2
Click Settings.
3
Click the Control Panel icon and the window on the left is displayed.
4
Double-click the Add/Remove Hardware icon. This action starts the Add/Remove
Hardware Wizard as illustrated in the upper window on the next page.
This procedure does not remove the USB driver from your system, it only removes the device listing from your system.
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Removing the SB4101 Device Listing from Windows 2000 and Windows Me
5
Click Next to continue, and the lower window on the left is displayed.
6
Select Uninstall/Unplug a device and click Next.
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Removing the SB4101 Device Listing from Windows 2000 and Windows Me
7
On the upper window, select Uninstall a device and click Next.
8
If you unplugged the USB cable from the SB4101 (and saw the “Unsafe Removal of a Device” window), then the SB4101 will probably not be listed as illustrated in the lower window.
If the device is not listed, then click Cancel. If it is listed, highlight the SB4101 and click Next.
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Removing the SB4101 Device Listing from Windows 2000 and Windows Me
9
On the upper window on the left, select “Yes, I want to uninstall this device” and click
Next.
10
On the lower window, click Finish.
11
Close the Control Panel Window.
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Removing the USB Driver from
Windows 2000 and Windows Me
1
Start Windows Explorer. Click Start and then select Run.
2
In the Run window, type explorer and then click OK.
3
Double-click My Computer.
4
Double-click on the Motorola (D:) CD Icon.
5
Double-click the REMOVE OUT USB Icon, as illustrated in the window on the left.
The SB4101 uses the same driver as the
SB4100.
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Removing the USB Driver from
Windows 2000 and Windows Me
6
The window on the left is displayed.
Be sure that the USB Cable Modem is
disconnected. Click Remove Driver.
Depending upon how the device was removed early on in the process, all of the files may not be shown as Successfully Removed and some of the files may be displayed as Not Found. If a file displays a status of Not Found, Windows 2000 or
Windows Me removed the file during the Add/Remove Hardware Wizard portion of this de-installation procedure.
7
Once you have removed the USB device, repeat the Windows 2000 USB
Installation procedure to reinstall the SB4101 with a USB device.
If you have problems, please call us toll-free at 1-877-466-8646.
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Contact Us
For technical support of your cable modem, call Motorola: 1-877-466-8646 (USA only).
For questions about your Internet service or connection, call your cable service provider.
For Motorola consumer cable products, education, and support: http://www.motorola.com/broadband
For Motorola cable modem sales, customer service, technical support, and warranty claims, call toll-free: 1-877-466-8646 (USA only).
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Introduction
Glossary
Coaxial cable (coax)
Before You Begin
DOCSIS
Expansion slot
F-type connector
IP address
MAC address
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A type of wire that consists of a center wire surrounded by insulation and then a grounded shield of braided wire. The shield minimizes electrical and radio frequency interference.
The coaxial cable is the primary type of cabling used by the cable television industry and is also widely used for computer networks.
The Data-Over-Cable Service Interface Specifications defines interface standards for cable modems and supporting equipment.
An opening in a computer where a circuit board can be inserted to add new capabilities to the computer. Expansion slots for PCs come in half- and full-size. Half-size slots are also called 8-bit slots, and full-size slots are called 16-bit slots. PCI expansions slots are always full-size and connect directly to the PCI bus.
A connector used in the cable television industry that connects coaxial cable to equipment.
An identifier for a computer or device on a TCP/IP network. Networks using the TCP/IP protocol route messages based on the IP address of the destination.
Media Access Control address. A hardware address that uniquely identifies each node of a network. The MAC address is used to forward information through a network to its final destination.
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Introduction
Glossary
MHz
Before You Begin
PCI
Splitter
TCP/IP
VGA
Installation Configuration Troubleshooting Legal
Mega Hertz. A measure of radio frequency - millions of cycles per second. One MHz represents one million cycles per second.
Peripheral Component Interconnect. Most PCs today include a PCI bus in addition to a more general ISA expansion bus.
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.
Transmission Control Protocol/Internet Protocol. A set of protocols that provides the standards and rules for controlling and managing communications between networks.
Video Graphics Array. A graphics display system for PCs. All PCs made today support
VGA, and possibly some other more advanced standard.
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FAQs
Got a question? We’ve put together a list of questions customers frequently ask.
Q
What is high-speed cable Internet access?
A
Cable Internet access uses cable television wires instead of telephone lines to tap into the information on the Internet. It’s extremely fast and affordable, and it doesn’t tie up phone lines for incoming or outgoing calls and faxes.
Q
How fast are cable modems?
A
Cable modems offer Internet access at speeds up to 50 times faster* than a traditional phone modem. A cable modem user can experience speeds of over 1,000 Kbps. Due to network conditions, such as traffic and the speed of the site you’re visiting, actual download rates may vary.
Q
Can I still watch cable TV while I’m using my cable modem?
A
Yes, cable television lines are capable of handling the cable TV signal as well as sending and receiving information on the Internet - at the same time.
* Actual speed will vary. Many network and other factors affect download speeds.
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FAQs
Q
What is DOCSIS?
A
DOCSIS is the industry standard for cable Internet access. This standard is intended to ensure that all DOCSIS cable modems interface with all DOCSIS-compliant cable systems. Motorola’s SB4101 cable modem is DOCSIS compliant.
Q
If I have a cable modem, can I still use my old 28.8 Kbps or 56 Kbps modem?
A
Sure! 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 computer modem?
A
No, not if your computers are connected via a network. The SB4101 is capable of supporting current Internet Connection Sharing technologies. Internet Connection Sharing software enables the user to connect more PCs to the Internet by using the PC containing the SB4101 as a gateway.
Q
Do I need to change my Internet Service Provider (ISP)?
A
Currently most Internet Service Providers are not set up to handle cable Internet access. Check with your local cable company for your specific information.
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FAQs
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 cable modem. Check with your local cable company for specific information.
Q
What does the SB4101 limited warranty cover?
A
The standard coverage for an SB4101 is a 2-year limited warranty.
Q
What type of technical support is available?
A
For questions about your Internet service or connection, call your cable service provider. If you have problems with your Motorola broadband products, you can call us toll-free at 1-877-466-8646 (USA only).
Q
What do I do if my modem stops working?
A
Refer to the Troubleshooting section of this User Guide. It has quick tips for diagnosing problems, as well as simple solutions. If you continue to have problems, call your cable service provider. You can call us toll-free at 1-877-466-8646 (USA only).
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Software License
MOTOROLA SOFTWARE
(U.S.A. and Canada)
MOTOROLA, INC.
Broadband Communications Sector
Cable Modem Division
101 Tournament Drive
Horsham, PA 19044
IMPORTANT: PLEASE READ THIS SOFTWARE LICENSE (“LICENSE”) CAREFULLY BEFORE YOU INSTALL, DOWNLOAD OR USE ANY
APPLICATION AND/OR USB DRIVER SOFTWARE AND RELATED DOCUMENTATION PROVIDED WITH MOTOROLA'S CABLE MODEM
PRODUCT (THE “CABLE MODEM”). BY USING THE CABLE MODEM AND/OR INSTALLING, DOWNLOADING OR USING ANY OF THE
AFOREMENTIONED SOFTWARE (TOGETHER WITH CABLE MODEM FIRMWARE, 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 MODEM AND THE SOFTWARE, INCLUDING ALL COMPONENTS, DOCUMENTATION AND ANY OTHER MATERIALS PROVIDED
WITH THE CABLE MODEM, TO THE PLACE OF PURCHASE FOR A FULL REFUND.
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Software License
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 Cable Modem.
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 Cable Modem 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.
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Software License
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 Cable Modem components in violation of any United States export laws.
The Software 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 SOFTWARE
FOR SUCH PURPOSES.
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Software License
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 Cable Modem 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.
U.S. GOVERNMENT RESTRICTED RIGHTS
The Software, Cable Modem and documentation is provided with RESTRICTED RIGHTS. The use, duplication or disclosure by the Government is subject to restrictions as set forth in subdivision ©(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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