User Guide
Page 1
... common problems. Contact Us Provides contact information. Troubleshooting Provides suggestions to common questions about the SURFboard cable modem. Next page SURFboard R Cable Modem Installation and Configuration Overview Provides an overview and links for Service, and Computer System Requirements. Before You Begin Lists the items needed to install your SURFboard cable modem and describes Precautions, Signing Up for cabling and configuring your SURFboard cable modem...
... common problems. Contact Us Provides contact information. Troubleshooting Provides suggestions to common questions about the SURFboard cable modem. Next page SURFboard R Cable Modem Installation and Configuration Overview Provides an overview and links for Service, and Computer System Requirements. Before You Begin Lists the items needed to install your SURFboard cable modem and describes Precautions, Signing Up for cabling and configuring your SURFboard cable modem...
User Guide
Page 21
... your computer. The window at upper left is displayed confirming a successful installation. 10 Click Finish. X Home Print Exit 15 SB5100 Series Cable Modem User Guide If you have difficulties setting up the USB driver, you finish setting up the USB driver, perform "Removing the ...your problem, see the Regulatory, Safety, Software License, and Warranty Information card provided with "Configuring TCP/IP in Windows 98, continued License After all the necessary files are loaded, the window at bottom left is displayed. 11 Click Yes to restart your SURFboard cable modem for...
... your computer. The window at upper left is displayed confirming a successful installation. 10 Click Finish. X Home Print Exit 15 SB5100 Series Cable Modem User Guide If you have difficulties setting up the USB driver, you finish setting up the USB driver, perform "Removing the ...your problem, see the Regulatory, Safety, Software License, and Warranty Information card provided with "Configuring TCP/IP in Windows 98, continued License After all the necessary files are loaded, the window at bottom left is displayed. 11 Click Yes to restart your SURFboard cable modem for...
User Guide
Page 59
... the USB driver following "Setting Up a USB Driver in Windows 2000" on the SURFboard Cable Modem USB Driver Removal window. Be sure the USB cable is displayed. Informational messages similar to have problems, contact your cable service provider. X Home Print Exit 53 SB5100 Series Cable Modem User Guide Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Removing...
... the USB driver following "Setting Up a USB Driver in Windows 2000" on the SURFboard Cable Modem USB Driver Removal window. Be sure the USB cable is displayed. Informational messages similar to have problems, contact your cable service provider. X Home Print Exit 53 SB5100 Series Cable Modem User Guide Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Removing...
User Guide
Page 66
..., re-install the USB driver following "Setting Up a USB Driver in Windows XP" on the SURFboard Cable Modem USB Driver Removal window. Informational messages similar to have problems, contact your cable service provider. After you continue to the ones shown at left is disconnected. 21 Click Remove Driver. X Home Print Exit 60 SB5100 Series Cable Modem User Guide
..., re-install the USB driver following "Setting Up a USB Driver in Windows XP" on the SURFboard Cable Modem USB Driver Removal window. Informational messages similar to have problems, contact your cable service provider. After you continue to the ones shown at left is disconnected. 21 Click Remove Driver. X Home Print Exit 60 SB5100 Series Cable Modem User Guide
User Guide
Page 69
...problems, contact your cable company for specific information. Q Do I need more than one computer. Contact your cable service provider or Motorola as described in "Contact Us" on page 61. A "Troubleshooting" on a network. A Currently, most Internet service providers do if my SURFboard cable modem... X Home Print Exit 63 SB5100 Series Cable Modem User Guide Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Q If I have a cable modem, can get cable Internet access? Q What type of cable Internet access, you 've ...
...problems, contact your cable company for specific information. Q Do I need more than one computer. Contact your cable service provider or Motorola as described in "Contact Us" on page 61. A "Troubleshooting" on a network. A Currently, most Internet service providers do if my SURFboard cable modem... X Home Print Exit 63 SB5100 Series Cable Modem User Guide Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Q If I have a cable modem, can get cable Internet access? Q What type of cable Internet access, you 've ...
Installation Manual
Page 10
The TRC is necessary, call the Motorola BCS Repair Facility at 1-800-227-0450 for a Return for repair, follow these steps: 1 Pack the unit securely. 2 Enclose a note describing the exact problem. 3 Enclose a copy of the invoice that verifies the warranty status. 4 Ship...The RSA number must be prominently displayed on a call 956-541-0600 to the following address: Motorola Corporation Broadband Communications Sector Attn: RSA 5964 E. 14th Street Brownsville, TX 78521 SURFboard Cable Modem Installation Manual Inside the U.S.A.: 1-888-944-HELP (1-888-944-4357) ! Introduction 1-3 If You...
The TRC is necessary, call the Motorola BCS Repair Facility at 1-800-227-0450 for a Return for repair, follow these steps: 1 Pack the unit securely. 2 Enclose a note describing the exact problem. 3 Enclose a copy of the invoice that verifies the warranty status. 4 Ship...The RSA number must be prominently displayed on a call 956-541-0600 to the following address: Motorola Corporation Broadband Communications Sector Attn: RSA 5964 E. 14th Street Brownsville, TX 78521 SURFboard Cable Modem Installation Manual Inside the U.S.A.: 1-888-944-HELP (1-888-944-4357) ! Introduction 1-3 If You...
Installation Manual
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...where the problem has occurred. By noting the LED status, you can upgrade the USB drivers from the Internet. 3-4 Installation and Operation # If an error occurs: When During power up USB. 7 Configure TCP/IP using the USB or Ethernet: USB: Be sure the SURFboard Cable Modem CD-ROM ... USB port on page 3-25 # The instructions in Windows XP," on your Macintosh or UNIX user manual SURFboard Cable Modem Installation Manual For information, check our website http://www.motorola.com/broadband. For example, if the downstream channel is lost, the RECEIVE LED goes from flashing to the...
...where the problem has occurred. By noting the LED status, you can upgrade the USB drivers from the Internet. 3-4 Installation and Operation # If an error occurs: When During power up USB. 7 Configure TCP/IP using the USB or Ethernet: USB: Be sure the SURFboard Cable Modem CD-ROM ... USB port on page 3-25 # The instructions in Windows XP," on your Macintosh or UNIX user manual SURFboard Cable Modem Installation Manual For information, check our website http://www.motorola.com/broadband. For example, if the downstream channel is lost, the RECEIVE LED goes from flashing to the...
Installation Manual
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...Motorola Technical Response Center (TRC) at the modem and outlet and hand-tighten if necessary. Section 5 Troubleshooting This section provides information to assist you are still having trouble after trying the solutions found in standby mode, press the Standby button. If the SURFboard cable modem... was not successful. Table 5-1 lists fault indications, their symptoms, and possible resolutions: Table 5-1 Troubleshooting guidelines Problem Green POWER LED is off Cannot receive or send data Possible Solution...
...Motorola Technical Response Center (TRC) at the modem and outlet and hand-tighten if necessary. Section 5 Troubleshooting This section provides information to assist you are still having trouble after trying the solutions found in standby mode, press the Standby button. If the SURFboard cable modem... was not successful. Table 5-1 lists fault indications, their symptoms, and possible resolutions: Table 5-1 Troubleshooting guidelines Problem Green POWER LED is off Cannot receive or send data Possible Solution...
Installation Manual
Page 71
... failing and in what has changed? monitor the LEDs ! Does it complete DHCP registration? SURFboard cable modem Installation Manual If multi-user, is the troubleshooting checklist that provides TRC with needed information: Table 5-2 Troubleshooting checklist Complete description of the problem Network layout and IP addresses Firmware version * CMTS: Type Operating system version DHCP: Operating...
... failing and in what has changed? monitor the LEDs ! Does it complete DHCP registration? SURFboard cable modem Installation Manual If multi-user, is the troubleshooting checklist that provides TRC with needed information: Table 5-2 Troubleshooting checklist Complete description of the problem Network layout and IP addresses Firmware version * CMTS: Type Operating system version DHCP: Operating...
Installation Manual
Page 88
... to add an outbound IP filter and bridge could not allocate memory to 2 (Alert) open filter pipe F510.4 Bridge Api. Contact your vendor. SURFboard Cable Modem Installation Manual The CM experienced a problem using a semaphore. B-16 Event Log Messages Code F509.6 Event Log Messages IP Filters. Cannot allocate memory for entry. Get CPE List failed...
... to add an outbound IP filter and bridge could not allocate memory to 2 (Alert) open filter pipe F510.4 Bridge Api. Contact your vendor. SURFboard Cable Modem Installation Manual The CM experienced a problem using a semaphore. B-16 Event Log Messages Code F509.6 Event Log Messages IP Filters. Cannot allocate memory for entry. Get CPE List failed...
Installation Manual
Page 89
... a pipe. This is serious. This is serious. This is serious. Contact your vendor. The CM experienced a problem using a semaphore. This is serious. SURFboard Cable Modem Installation Manual Add LLC Filter failed to set IpSpoofEnroll. F510.21 Bridge Api. Failed to set IpSpoofMax. Failed to open filter pipe 2 (Alert) F510.17 ...
... a pipe. This is serious. This is serious. This is serious. Contact your vendor. The CM experienced a problem using a semaphore. This is serious. SURFboard Cable Modem Installation Manual Add LLC Filter failed to set IpSpoofEnroll. F510.21 Bridge Api. Failed to set IpSpoofMax. Failed to open filter pipe 2 (Alert) F510.17 ...
Installation Manual
Page 90
...Bridge Api. F510.33 Bridge Api. Get IP Spoof Entries. Semaphore take failed. 2 (Alert) F510.38 Bridge Api. This is serious. The CM experienced a problem using a semaphore. Action failed because system was not able to open filter pipe. This is serious. F510... take failed 2 ( Alert ) F510.41 Bridge Api. The CM experienced a problem using a pipe. Contact your vendor The CM experienced a problem using a pipe. Contact your vendor. Contact your vendor SURFboard Cable Modem Installation Manual Delete IP Spoof Entry. This is serious. Level 2 (Alert) F510...
...Bridge Api. F510.33 Bridge Api. Get IP Spoof Entries. Semaphore take failed. 2 (Alert) F510.38 Bridge Api. This is serious. The CM experienced a problem using a semaphore. Action failed because system was not able to open filter pipe. This is serious. F510... take failed 2 ( Alert ) F510.41 Bridge Api. The CM experienced a problem using a pipe. Contact your vendor The CM experienced a problem using a pipe. Contact your vendor. Contact your vendor SURFboard Cable Modem Installation Manual Delete IP Spoof Entry. This is serious. Level 2 (Alert) F510...
Installation Manual
Page 95
... flash 4(Error) 4 (Error) X501.8 X501.9 X501.10 X501.11 Unit Update From SNMP...... If problem persists contact your vendor. Unit update failed. SUCCESS Unit Update From Config File...... System could not write the new image to download. SURFboard Cable Modem Installation Manual Unable to write image file to flash. 4(Error) X501.4 Provisioned Unit Update...
... flash 4(Error) 4 (Error) X501.8 X501.9 X501.10 X501.11 Unit Update From SNMP...... If problem persists contact your vendor. Unit update failed. SUCCESS Unit Update From Config File...... System could not write the new image to download. SURFboard Cable Modem Installation Manual Unable to write image file to flash. 4(Error) X501.4 Provisioned Unit Update...
Installation Manual
Page 96
... image. Check for Bootrom. 4(Error) X501.23 Unit Update failure. If problem persists contact your vendor. CM is out of software update 4(Error) image. If problem persists contact your vendor. Update failed. Obtain a new copy of memory. Continue using current image. SURFboard Cable Modem Installation Manual B-24 Event Log Messages Code X501.15 Event Log...
... image. Check for Bootrom. 4(Error) X501.23 Unit Update failure. If problem persists contact your vendor. CM is out of software update 4(Error) image. If problem persists contact your vendor. Update failed. Obtain a new copy of memory. Continue using current image. SURFboard Cable Modem Installation Manual B-24 Event Log Messages Code X501.15 Event Log...
Installation Manual
Page 97
...correct address of the Software Server and retry the operation. Continue using current image file. CM was corrupt. Check for network problems, that file exists, that is for some reason. Can't go from the server or the image is wrong image for... SURFboard Cable Modem Installation Manual Can't perform Unit Update, 4(Error) Unit Update already in progress. CM will reattempt the Unit Update. Not updating. Retrying Update. 4(Error) X501.34 Unit Updated Failed. Reached Max Download Retries. 4(Error) Cable Modem Actions Continue using current image file. If problem ...
...correct address of the Software Server and retry the operation. Continue using current image file. CM was corrupt. Check for network problems, that file exists, that is for some reason. Can't go from the server or the image is wrong image for... SURFboard Cable Modem Installation Manual Can't perform Unit Update, 4(Error) Unit Update already in progress. CM will reattempt the Unit Update. Not updating. Retrying Update. 4(Error) X501.34 Unit Updated Failed. Reached Max Download Retries. 4(Error) Cable Modem Actions Continue using current image file. If problem ...
Installation Manual
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B-26 Event Log Messages Code X501.35 Event Log Messages Unit Update Failed X501.36 Failed to boot. The image in flash now likely to be corrupt and the CM may not be able to restore image after error. SURFboard Cable Modem Installation Manual See previous log messages for more detail on reason for failure. There was a problem with the image placed into flash during Unit Update and the program was not able to restore the previous image to flash. Level 4(Error) 4(Error) Cable Modem Actions Unit Update failed.
B-26 Event Log Messages Code X501.35 Event Log Messages Unit Update Failed X501.36 Failed to boot. The image in flash now likely to be corrupt and the CM may not be able to restore image after error. SURFboard Cable Modem Installation Manual See previous log messages for more detail on reason for failure. There was a problem with the image placed into flash during Unit Update and the program was not able to restore the previous image to flash. Level 4(Error) 4(Error) Cable Modem Actions Unit Update failed.