Arris S34 Surf Board User Guide

SURFboard® S34 DOCSIS® 3.1 Cable Modem
User Guide, Revision 1.0
P/N: VA-Retail-2024-05-0001
Table of contents
Chapter 1: Safety and regulatory information........................................... 3
Important safety instructions......................................................................................... 3
FCC statements............................................................................................................... 5
FCC interference statement................................................................................. 5
Caring for the environment by recycling your ARRIS equipment...................................6
Chapter 2: Introduction............................................................................. 7
In the box....................................................................................................................... 7
Additional items needed (not included)........................................................................ 8
System requirements......................................................................................................8
Contact information....................................................................................................... 8
Chapter 3: Product overview.....................................................................9
Front panel..................................................................................................................... 9
Rear panel.....................................................................................................................10
Cable modem label...................................................................................................... 11
Chapter 4: Getting started.......................................................................12
Setting up your cable modem using your client device (computer/laptop)................. 12
Chapter 5: Using your Web Manager...................................................... 15
Start your Web Manager..............................................................................................15
S34 web manager screen options......................................................................18
Get help........................................................................................................................ 19
Exit the S34 web manager........................................................................................... 19
Chapter 6: Monitoring your cable modem and connected network......... 20
View the Downstream bonded channels..................................................................... 20
Restart your S34........................................................................................................... 21
Reset the S34 configuration settings............................................................................21
Chapter 7: Troubleshooting tips.............................................................. 23
Solutions....................................................................................................................... 23
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Chapter 1
Safety and regulatory information
Read all safety and regulatory information before installing your cable modem and setting
up your home network connection.
Important safety instructions
Read this before you begin — When using your 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 POWER 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 electrical 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
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Chapter 1: Safety and regulatory information
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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 electrical 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.
Avoid damaging the device 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 device when disconnecting or
reconnecting the Ethernet cable from the device or user’s PC.
It is recommended that the customer install an electrical surge protector in the electrical
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.
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.
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.
For added protection, unplug the device from the wall outlet and disconnect the cables
to avoid damage to this device during lightning activity or power surges.
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 104° F (40° C)
SAVE THE ABOVE INSTRUCTIONS
Note to CATV System Installer — This reminder is provided to call the CATV system
installer’s attention to Article 820.93 and 820.100 of the National Electric Code, which
provides guidelines for proper grounding and 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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Chapter 1: Safety and regulatory information
FCC statements
FCC interference statement
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 environment. 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 device 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 device 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.
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.
FCC Caution: Any changes or modifications not expressly approved by ARRIS for
compliance could void the user’s authority to operate the equipment.
FCC radiation exposure statement
This equipment complies with FCC radiation exposure limits set forth for an uncontrolled
environment. To comply with the FCC RF exposure compliance requirements, the
separation distance between the antenna and any person’s body (including hands,
wrists, feet and ankles) must be at least 8 inches (20.3 centimeters).
This transmitter must not be co-located or operating in conjunction with any other
antenna or transmitter except those already approved in this filing.
The availability of some specific channels and/or operational frequency bands are
country dependent and are firmware programmed at the factory to match the intended
destinations. The firmware setting is not accessible by the end user.
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Chapter 1: Safety and regulatory information
Caring for the environment by recycling your
ARRIS 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. For additional information, please visit the ARRIS Support website:
www.arris.com/selfhelp.
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Chapter 2
Introduction
The ARRIS SURFboard® S34 DOCSIS 3.1 cable modem provides ultra high-speed internet
access over the broadband connection on your home or small business network. You
use your S34 to directly connect a computer or router to your LAN through an Ethernet
connection.
This guide provides instructions for installing and setting up your S34 to get it connected on
your home or small business network; as well as viewing and monitoring the S34 operational
status and network configuration settings.
In the box
Before installing your S34, check that the following items are included in the box. If any
items are missing, please visit the ARRIS Support website: http://www.arris.com/selfhelp.
S34 package contents
Item
Description
S34 cable modem
DOCSIS 3.1 cable modem
Power supply
Power adapter for an electrical wall outlet connection.
Quick start guide
Provides instructions for installing the cable modem and
setting up your home network connection.
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Chapter 2: Introduction
Additional items needed (not included)
The following items are not included in the box and must be purchased separately, if
needed.
■ Coaxial (coax) cable - if one is not already connected to a cable wall outlet
■ RF splitter – for additional coaxial cable connections, such as a set-top box or Smart TV
■ Ethernet cable – for any wired connected device(s)
System requirements
■ High-speed internet access account
■ Web browser access – Microsoft Edge, Google Chrome, Firefox, or Safari
■ Compatible operating systems:
● Windows® 10
● Windows 8
● Windows 7 Service Pack 1 (SP1)
Note: Although older versions of Microsoft Windows operating systems are
no longer specifically supported, they should still function with your S34.
● Macintosh® 10.4 or higher
● UNIX®
● Linux®
Contact information
For customer service, technical support, and additional ARRIS product information:
■ Visit the ARRIS Support website: www.arris.com/selfhelp
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Chapter 3
Product overview
Front panel
There is only one LED bar on the S34 front panel. It is located beneath the SURFboard logo
on the front of the S34.
S34 front view
S34 front panel LED status indicator
LED color
Description
Amber (solid)
Power on/off status
Amber (flash)
Firmware download is in progress
Green (blink)
Downstream/upstream channel search (unlock status)
Green (solid)
Online status in DOCSIS 3.0 mode
Blue (solid)
Online status in DOCSIS 3.1 mode
Blue & Green
(alternating
flash)
Error mode
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Chapter 3: Product overview
Rear panel
S34 rear view
S34 rear panel ports & connectors
Port name
Description
1 GE and 2.5 GE Ethernet ports for RJ-45 network cable connections:
Green: LED indicates a GigE data connection is made
Amber: LED indicates a 10/100 Mbps data connection is made
Coaxial cable connector
+12 VDC Power connector
Warning: To avoid any damage to your S34, only use the power
supply provided in the box.
Reset button
Reset button located on the bottom of your S34 can be used to either restart
your S34 or reset the S34 configuration settings. See the following for more
information.
■ Restart your S34 (page 21)
■ Reset the S34 configuration settings (page 21)
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Chapter 3: Product overview
Cable modem label
The cable modem label is located on the bottom of your S34. It contains the cable modem
information that you may need when contacting your service provider or ARRIS Technical
Support.
To receive internet service, contact your service provider for assistance. You may have to
provide the following information listed on the label. Please include the entire Model Name
value to the service provider.
■ Cable modem Model Name
■ Cable modem Serial Number
■ Cable modem MAC Address (HFC MAC ID)
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Chapter 4
Getting started
CAUTION: This product is for indoor use only. Do not route the Ethernet cable(s)
outside of the building. Exposure of the cables to lightning could create a safety
hazard and damage the product.
Some screenshots throughout this chapter may contain images of a model different that
your own, these are simply examples and the app on your mobile device should represent
the model you are configuring.
You can set up your cable modem in one of the following ways.
■ Using the Surfboard Central app (SBC app): It is recommended that you install and
set up your cable modem using the SBC app. For details on how to set up, refer
to the SURFboard Central User Guide for Cable Modems available on the http://
www.arris.com/selfhelp.
■ Using client device (laptop/desktop): If you are using your client device (laptop/Desktop)
with a wired Ethernet connection, then see Setting up your cable modem using your
client device (computer/laptop) (page 12).
Setting up your cable modem using your client
device (computer/laptop)
To set up your cable modem using your client device (laptop/computer):
■ Contact your service provider or a local cable company to make sure broadband cable
service is available in your area.
Note: When contacting your service provider, you will need the information
listed on the label on the bottom of your cable modem. For more information,
see Cable modem label (page 11).
■ Choose a location in your home where your cable modem and computer will be near
existing cable and electrical wall outlets.
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Chapter 4: Getting started
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9.
S34 connection diagram
Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not
included).
Connect the other end of the coaxial cable to the Cable connector on the rear of your
S34.
Use your hand to tighten the connectors to avoid damaging them.
Connect an Ethernet cable to the 2.5 GE Ethernet port on the rear of your cable modem.
Connect the other end of the Ethernet cable to an available Ethernet port on your
computer, laptop, or router.
Optional: Repeat steps 3 and 4 for an additional client device or other network-enabled
device that you want to install as a wired connection on your home network.
Note: Your service provider may not support activation of the second Ethernet
port or may require an additional fee for use. Contact your service provider for
more information.
Connect the power supply to the Power port on the rear of your cable modem.
Plug the other end of the power supply into an electrical wall outlet that is not
controlled by a wall switch.
Note: Your cable modem automatically powers ON. The LED on the front panel
may take up to 15 seconds to light up after the power is connected.
To establish Internet connection:
Note:
Although your computer or laptop may be configured to automatically access
the internet, you should still perform the following cable modem connectivity
test to check that your cable modem and computer or laptop are connected on
your home network.
Power ON your computer or laptop connected to your cable modem, if it is turned off;
then log on.
Check that the front panel LED on your cable modem lights up.
Contact your service provider to activate your cable modem.
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Chapter 4: Getting started
You may have to provide the HFC MAC ID listed on your cable modem label.
Note: Your service provider may allow for automatic activation which will
automatically launch their special website on your computer or laptop when you
open a web browser.
10. To activate your internet service, select your service provider’s activation web site:
Comcast/Xfinity: https://xfinity.com/activate
Cox: https://www.cox.com/activate
Spectrum: https://spectrum.net/selfinstall
11. After your cable modem is provisioned (or activated), open a web browser (such as
Internet Explorer, Google Chrome, Firefox, or Safari) on your connected laptop or
computer.
12. Type a valid URL (such as www.surfboard.com) in the Address bar and then press Enter.
The ARRIS SURFboard website should open. If the website fails to open, please contact
your service provider for assistance to either reactivate your cable modem or check for
possible signal issues.
13. Check that your cable modem's front panel LED lights up to confirm that your cable
modem is connected to the Internet.
Note: If the website fails to open, then contact your service provider or visit the
ARRIS Support website at www.arris.com/selfhelp.
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Chapter 5
Using your Web Manager
You can use the S34 Web Manager to view and monitor the device operational status and
network configuration settings. You can also use the Web Manager to reset or reboot your
device.
Note: If you did not purchase your S34 from a retail store, you may notice that
some of the S34 web manager configuration settings may be blocked ad cannot be
modified. This may be due to some restrictions that were set up by your service
provider to prevent unauthorized modifications to certain cable modem configuration
parameters.
Start your Web Manager
If this is your first time logging on to the S34 Web Manager, you must use admin for the
username.
For network security, you are required to change the user password after logging on for the
first time.
1. Open any web browser on the computer connected to your S34.
2. Type the default LAN IP address, 192.168.100.1, in the address bar.
3. Press Enter to open the Login screen.
S34 Login screen
4. Enter admin in the Username field.
5. Enter password in the Password field.
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Chapter 5: Using your Web Manager
6. Click Apply to open the Web Manager.
7. On the Login Settings screen, on first use, you will be prompted for a new password.
Enter password in the Old Password field and then the new password in the New
Password field. Enter the new password in the Repeat New Password field to confirm.
8. Click Apply.
9. The S34 Web Manager displays the Product Registration window. Click one of the
following to open the S34 Connection screen:
Register
Ask me later
Stop asking
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Chapter 5: Using your Web Manager
S34 opening screen
The S34 Web Manger screen appears.
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Chapter 5: Using your Web Manager
S34 Connection screen
S34 web manager screen options
Menu buttons
You can use the web manager buttons to view the status and network configuration screens
for your S34.
■ The S34 menu buttons are displayed along the top of the S34 web manager screen. To
display a specific web manager screen, click the menu button.
S34 web manager menu buttons
S34 web manager screen options
Screen Option
Function
Status
Provides the current operational status of the cable modem.
Product
information
Provides the current hardware and software-related information for the
cable modem.
Event log
Displays a listing of the time and actual events as they occur and are
detected by the cable modem.
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Chapter 5: Using your Web Manager
Screen Option
Function
This information may be useful to help diagnose and correct any problems
that may occur with the cable modem.
Addresses
Provides the serial number and MAC addresses for the cable modem and
computers connected on your home network.
Configuration
Provides the network connection frequency and channel ID information
for the cable modem.
Login Settings
Provides the option to change your login password. Note: The username
cannot be changed.
Help
Provides a brief description for each screen option and general
troubleshooting tips.
Logout
Closes the web manager.
Get help
The Help pages screen provides a brief description for each S34 Web Manager screen.
■ Click the Help menu button or link on the S34 Web Manager screen to open the S34
Help Pages screen.
Exit the S34 web manager
To exit the S34 web manager:
■
Click
(Close button) in the upper right corner of the web browser window.
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Chapter 6
Monitoring your cable modem and
connected network
Note: You may notice that some of the S34 web manager configuration settings
may be blocked and cannot be modified. This may be due to some restrictions set
up by your service provider for security reasons and also to prevent unauthorized
modifications to certain cable modem configuration parameters. Contact your service
provider to obtain special authorization to change the cable modem frequencies or
other configuration settings.
View the Downstream bonded channels
The S34 generates a running log of the time and events or activities that it detects during
the cable modem operation.
Note:
This information may be useful to help diagnose and correct any problems that may
occur with your cable modem. You may want to provide this information if you have
to contact ARRIS Technical Support or your service provider for assistance.
To open the Downstream bonded channels screen:
1. Open the S34 Web Manager, see Start your Web Manager (page 15) for more
information.
2. Click the Downstream bonded channels menu button or link on the S34 Web Manager
screen.
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Chapter 6: Monitoring your cable modem and connected network
S34 downstream bonded channels screen
3. Press F5 to refresh or update the information on the screen.
Restart your S34
To restart your S34:
1. Insert the end of a paper clip or other small object with a narrow tip into the Reset
opening on the back of your S34.
2. Press and hold the indented Reset button for three to four seconds only, and then
release.
Warning:
If you press the Reset button for more than ten seconds, the cable modem
configuration settings will be reset to the factory default settings.
Reset the S34 configuration settings
You can reset the factory default configuration settings on your S34. This process will
delete the current S34 configuration settings and take approximately five to 30 minutes to
complete. Your network connection will remain disabled until after the S34 configuration
settings are restored.
Warning:
Resetting the S34 configuration settings to the factory defaults also deletes any
custom cable modem configurations, including your login password, and other
configuration settings.
To reset the cable modem configuration back to the factory default settings:
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Chapter 6: Monitoring your cable modem and connected network
1. Insert the end of a paper clip or other small object with a narrow tip into the Reset
opening on the back of your S34.
2. Press and hold the indented Reset button for 10 seconds or until the front panel LED
flashes.
3. Remove the paper clip or small object from the opening.
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Chapter 7
Troubleshooting tips
If the solutions listed in the Troubleshooting solutions table below do not resolve your
problem, please contact your service provider for assistance. Your service provider may ask
for the status of the S34 front panel LED for more information.
You may have to reset the S34 configuration to the default factory settings if your S34
is not functioning properly. See Reset the S34 configuration settings (page 21) for more
information.
Solutions
Troubleshooting solutions
Modem problem
Possible solution
Cannot send or receive
data
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Cannot access the internet ■
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■
Check each end of the coaxial cable connection on the cable
modem and cable wall outlet.
Use your hand to tighten each connector, if necessary.
Check the Ethernet cable to make sure it is properly connected to
the cable modem and computer.
If you have cable television service, check your television to
ensure your cable service is operating properly.
If none of the above solutions resolves the problem, visit the
ARRIS Support website at www.arris.com/selfhelp for assistance.
Check that all cable and power connections on your cable
modem and computer are properly connected.
Check that the front panel LED icon on the front panel is lit up
solid.
Contact your service provider for assistance.
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Vantiva USA LLC
4855 Peachtree Industrial Blvd., Suite 200
Norcross, GA 30093
SURFboard and SURFboard logo are registered trademarks of Vantiva USA LLC. ARRIS and the ARRIS logo are
registered trademarks of CommScope and used under license by Vantiva USA LLC. All rights reserved.
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