User Guide
Page 1
... Introduces your SURFboard cable modem, including Setting Up a USB Driver. Next page SURFboard R Cable Modem 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 and the controls on the Top and Front Panel and Rear Panel. Frequently Asked Questions Provides answers to fix common problems. Contact Us...
... Introduces your SURFboard cable modem, including Setting Up a USB Driver. Next page SURFboard R Cable Modem 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 and the controls on the Top and Front Panel and Rear Panel. Frequently Asked Questions Provides answers to fix common problems. Contact Us...
User Guide
Page 21
...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 information about obtaining warranty service. 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...
...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 information about obtaining warranty service. 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...
User Guide
Page 44
... Desktop, click Start. 2 Select Run. A window like the window at upper left, indicates a normal configuration. X Home Print Exit 38 SB5100 Series Cable Modem User Guide A display, like the one at bottom left, there is displayed. 3 Type cmd and click OK. Introduction Before You Begin...an incorrect connection between your PC and the cable modem or there are cable network problems. Check: • Your cable connections • Whether you can see cable-TV channels on your television After verifying your cable connections and proper cable-TV operation, you can renew your IP ...
... Desktop, click Start. 2 Select Run. A window like the window at upper left, indicates a normal configuration. X Home Print Exit 38 SB5100 Series Cable Modem User Guide A display, like the one at bottom left, there is displayed. 3 Type cmd and click OK. Introduction Before You Begin...an incorrect connection between your PC and the cable modem or there are cable network problems. Check: • Your cable connections • Whether you can see cable-TV channels on your television After verifying your cable connections and proper cable-TV operation, you can renew your IP ...
User Guide
Page 48
...reset button on , the Internet connection is working. Problem Possible Solutions Green POWER light is off Check that the electrical outlet is off. Press the Standby button to reconnect to restart the cable modem. Resetting the cable modem may ask for the status of the front-panel lights... as described in the AC wall outlet to the Internet. Your service provider may take 5 to 30 minutes. X Home Print Exit 42 SB5100 Series Cable Modem User Guide Before calling...
...reset button on , the Internet connection is working. Problem Possible Solutions Green POWER light is off Check that the electrical outlet is off. Press the Standby button to reconnect to restart the cable modem. Resetting the cable modem may ask for the status of the front-panel lights... as described in the AC wall outlet to the Internet. Your service provider may take 5 to 30 minutes. X Home Print Exit 42 SB5100 Series Cable Modem User Guide Before calling...
User Guide
Page 49
... Lights and Error Conditions" on page 38. Remove the USB driver. Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Problem Cannot send or receive data Problems related to unsuccessful USB driver installation Possible Solutions Check the lights on page 54 X Home Print Exit 43 SB5100 Series Cable Modem User Guide Press the Standby button...
... Lights and Error Conditions" on page 38. Remove the USB driver. Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Problem Cannot send or receive data Problems related to unsuccessful USB driver installation Possible Solutions Check the lights on page 54 X Home Print Exit 43 SB5100 Series Cable Modem User Guide Press the Standby button...
User Guide
Page 54
After you remove the USB driver, re-install the USB driver on your computer: • "Setting Up a USB Driver in Windows 98" on page 12 • "Setting Up a USB Driver in Windows Me" on page 20 If you continue to remove the USB driver. Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Removing the USB Driver from Windows 98 or Windows Me, continued 13 Click Remove Driver to have problems, contact your cable service provider. X Home Print Exit 48 SB5100 Series Cable Modem User Guide
After you remove the USB driver, re-install the USB driver on your computer: • "Setting Up a USB Driver in Windows 98" on page 12 • "Setting Up a USB Driver in Windows Me" on page 20 If you continue to remove the USB driver. Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Removing the USB Driver from Windows 98 or Windows Me, continued 13 Click Remove Driver to have problems, contact your cable service provider. X Home Print Exit 48 SB5100 Series Cable Modem User Guide
User Guide
Page 59
After you continue to the ones shown at left is disconnected. 20 Click Remove Driver. Be sure the USB cable is displayed. Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Removing the USB Driver from Windows 2000, ... you remove the USB driver, re-install the USB driver following "Setting Up a USB Driver in Windows 2000" on the SURFboard Cable Modem USB Driver Removal window. X Home Print Exit 53 SB5100 Series Cable Modem User Guide Informational messages similar to have problems, contact your cable service provider.
After you continue to the ones shown at left is disconnected. 20 Click Remove Driver. Be sure the USB cable is displayed. Introduction Before You Begin Installation & Configuration Troubleshooting FAQ Glossary License Removing the USB Driver from Windows 2000, ... you remove the USB driver, re-install the USB driver following "Setting Up a USB Driver in Windows 2000" on the SURFboard Cable Modem USB Driver Removal window. X Home Print Exit 53 SB5100 Series Cable Modem User Guide Informational messages similar to have problems, contact your cable service provider.
User Guide
Page 66
... FAQ Glossary Removing the USB Driver from Windows XP, continued License 20 The window on the SURFboard Cable Modem USB Driver Removal window. Informational messages similar to have problems, contact your cable service provider. X Home Print Exit 60 SB5100 Series Cable Modem User Guide After you continue to the ones shown at left are displayed on the left...
... FAQ Glossary Removing the USB Driver from Windows XP, continued License 20 The window on the SURFboard Cable Modem USB Driver Removal window. Informational messages similar to have problems, contact your cable service provider. X Home Print Exit 60 SB5100 Series Cable Modem User Guide After you continue to the ones shown at left are displayed on the left...
User Guide
Page 69
... Cable Modem User Guide Check with your local cable company for your cable service provider or Motorola as described in "Contact Us" on page 42 provides tips to change my Internet service provider (ISP)? Do I have problems, contact your specific information. Q I need to diagnose problems and simple solutions. A Yes! A Currently, most Internet service providers do if my SURFboard cable modem...
... Cable Modem User Guide Check with your local cable company for your cable service provider or Motorola as described in "Contact Us" on page 42 provides tips to change my Internet service provider (ISP)? Do I have problems, contact your specific information. Q I need to diagnose problems and simple solutions. A Yes! A Currently, most Internet service providers do if my SURFboard cable modem...
Installation Manual
Page 10
...PM Eastern Time, Saturday. When shipping equipment 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 unit PREPAID to contact the Repair Facility. The Repair ... PM Central Time, Monday through Friday. Introduction 1-3 If You Need Help If you need assistance while working with the SURFboard cable modem, contact the Motorola Technical Response Center (TRC): ! When the TRC is closed, emergency service only is necessary, call 956-541-0600 to the...
...PM Eastern Time, Saturday. When shipping equipment 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 unit PREPAID to contact the Repair Facility. The Repair ... PM Central Time, Monday through Friday. Introduction 1-3 If You Need Help If you need assistance while working with the SURFboard cable modem, contact the Motorola Technical Response Center (TRC): ! When the TRC is closed, emergency service only is necessary, call 956-541-0600 to the...
Installation Manual
Page 18
... status, you can upgrade the USB drivers from flashing to the cable modem using one of the problem. 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 is lost, the RECEIVE LED goes from on errors... use. 6 Connect the computer to off when it is not acquired, the RECEIVE LED goes from the Internet. For information, check our website http://www.motorola.com/broadband. Connect the other end to where the problem has occurred.
... status, you can upgrade the USB drivers from flashing to the cable modem using one of the problem. 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 is lost, the RECEIVE LED goes from on errors... use. 6 Connect the computer to off when it is not acquired, the RECEIVE LED goes from the Internet. For information, check our website http://www.motorola.com/broadband. Connect the other end to where the problem has occurred.
Installation Manual
Page 70
If you in this section, contact the Motorola Technical Response Center (TRC) at the modem and outlet and hand-tighten if necessary. If the SURFboard cable modem was not successful. Press the Reset button. Check the LEDs. This LED indicates where the error occurred.... is not acquired. Verify that the power cord is properly plugged into the outlet and SURFboard cable modem. Table 5-1 lists fault indications, their symptoms, and possible resolutions: Table 5-1 Troubleshooting guidelines Problem Green POWER LED is off is: Receive During startup, the downstream receive channel is not...
If you in this section, contact the Motorola Technical Response Center (TRC) at the modem and outlet and hand-tighten if necessary. If the SURFboard cable modem was not successful. Press the Reset button. Check the LEDs. This LED indicates where the error occurred.... is not acquired. Verify that the power cord is properly plugged into the outlet and SURFboard cable modem. Table 5-1 lists fault indications, their symptoms, and possible resolutions: Table 5-1 Troubleshooting guidelines Problem Green POWER LED is off is: Receive During startup, the downstream receive channel is not...
Installation Manual
Page 71
...? Does it acquire a downstream frequency lock? Does it get a successful TFTP download? Does the SURFboard cable modem work at the node? SURFboard cable modem Installation Manual monitor the LEDs ! Does it complete DHCP registration? What application, if any, is failing...issue affect all nodes in boot sequence does the SURFboard cable modem: ! 5-2 Troubleshooting Table 5-2 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...
...? Does it acquire a downstream frequency lock? Does it get a successful TFTP download? Does the SURFboard cable modem work at the node? SURFboard cable modem Installation Manual monitor the LEDs ! Does it complete DHCP registration? What application, if any, is failing...issue affect all nodes in boot sequence does the SURFboard cable modem: ! 5-2 Troubleshooting Table 5-2 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...
Installation Manual
Page 88
... is serious. Contact your vendor. Contact your vendor. Contact your vendor. The CM experienced a problem using a semaphore. This is serious. Contact your vendor. SURFboard Cable Modem Installation Manual Filter not found. Failed to delete IP Filter. Semaphore take failed. 2 (Alert) Cable Modem Actions SNMP tried to add an outbound IP filter and bridge could not allocate...
... is serious. Contact your vendor. Contact your vendor. Contact your vendor. The CM experienced a problem using a semaphore. This is serious. Contact your vendor. SURFboard Cable Modem Installation Manual Filter not found. Failed to delete IP Filter. Semaphore take failed. 2 (Alert) Cable Modem Actions SNMP tried to add an outbound IP filter and bridge could not allocate...
Installation Manual
Page 89
... is serious. This is serious. This is serious. This is serious. Contact your vendor. Contact your vendor. The CM experienced a problem using a pipe. SURFboard Cable Modem Installation Manual Level 2 (Alert) F510.13 Bridge Api. Delete LLC Filter failed. Add IP Filter failed to retrieve set status from pipe... Api. Failed to open filter pipe. 2 (Alert) F510.23 Bridge Api. Failed to open filter pipe. 2 (Alert) Cable Modem Actions The CM experienced a problem using a pipe. The CM experienced a problem using a semaphore. This is serious. The CM experienced...
... is serious. This is serious. This is serious. This is serious. Contact your vendor. Contact your vendor. The CM experienced a problem using a pipe. SURFboard Cable Modem Installation Manual Level 2 (Alert) F510.13 Bridge Api. Delete LLC Filter failed. Add IP Filter failed to retrieve set status from pipe... Api. Failed to open filter pipe. 2 (Alert) F510.23 Bridge Api. Failed to open filter pipe. 2 (Alert) Cable Modem Actions The CM experienced a problem using a pipe. The CM experienced a problem using a semaphore. This is serious. The CM experienced...
Installation Manual
Page 90
.... F510.33 Bridge Api. F510.40 Bridge Api. Semaphore take failed. 2 (Alert) F510.38 Bridge Api. Set IP Default Action failed to Del IP Spoof Entry. 2 (Alert) Semaphore take failed. The CM experienced a problem using a pipe. Contact your vendor SURFboard Cable Modem Installation Manual This is serious. This is serious. This is serious. Contact your...
.... F510.33 Bridge Api. F510.40 Bridge Api. Semaphore take failed. 2 (Alert) F510.38 Bridge Api. Set IP Default Action failed to Del IP Spoof Entry. 2 (Alert) Semaphore take failed. The CM experienced a problem using a pipe. Contact your vendor SURFboard Cable Modem Installation Manual This is serious. This is serious. This is serious. Contact your...
Installation Manual
Page 95
X501.5 Unable to flash. 2(Alert) Cable Modem Actions No action needed . CM is corrupted. The TFTP transfer ...Update Code X500.0 X501.0 Event Log Messages Attempting Unit Update. Continue using current image. Update failed. If problem persists contact your vendor. Image is out of image file. Get new copy of memory. X501.14 ...) X501.4 Provisioned Unit Update skipped. Try operation again. If problem persists, contact your vendor. Update failed. If problem persists, contact your vendor Update will complete. SURFboard Cable Modem Installation Manual
X501.5 Unable to flash. 2(Alert) Cable Modem Actions No action needed . CM is corrupted. The TFTP transfer ...Update Code X500.0 X501.0 Event Log Messages Attempting Unit Update. Continue using current image. Update failed. If problem persists contact your vendor. Image is out of image file. Get new copy of memory. X501.14 ...) X501.4 Provisioned Unit Update skipped. Try operation again. If problem persists, contact your vendor. Update failed. If problem persists, contact your vendor Update will complete. SURFboard Cable Modem Installation Manual
Installation Manual
Page 96
... Update, Unable to transfer the new image from the server. TFTP of the Software Server and retry the operation. If problem persists, contact your vendor. CM was unable to allocate memory 2(Alert) for Bootrom image. Update failed. Continue using current...) Cable Modem Actions Update failed. If problem persists contact your vendor. Check for network problems, that file exists, that docsDevSwServer is the correct address of the Software Server and retry the operation. CM is most likely corrupt. Obtain a new copy of memory. SURFboard Cable Modem Installation...
... Update, Unable to transfer the new image from the server. TFTP of the Software Server and retry the operation. If problem persists, contact your vendor. CM was unable to allocate memory 2(Alert) for Bootrom image. Update failed. Continue using current...) Cable Modem Actions Update failed. If problem persists contact your vendor. Check for network problems, that file exists, that docsDevSwServer is the correct address of the Software Server and retry the operation. CM is most likely corrupt. Obtain a new copy of memory. SURFboard Cable Modem Installation...
Installation Manual
Page 97
... the image is the correct address of docsDevSwOperStatus may be incorrect after reboot. Value of the Software Server and retry the operation. SURFboard Cable Modem Installation Manual X501.32 Unit Update. Update failed. Obtain a new copy of the image file. Update failed. Either image is...progress before reboot. Event Log Messages B-25 Code X501.24 Event Log Messages Unit Update - Not updating. Check for network problems, that file exists, that docsDevSwServer is corrupt. See previous messages to determine if Update completed. error reading header from to ...
... the image is the correct address of docsDevSwOperStatus may be incorrect after reboot. Value of the Software Server and retry the operation. SURFboard Cable Modem Installation Manual X501.32 Unit Update. Update failed. Obtain a new copy of the image file. Update failed. Either image is...progress before reboot. Event Log Messages B-25 Code X501.24 Event Log Messages Unit Update - Not updating. Check for network problems, that file exists, that docsDevSwServer is corrupt. See previous messages to determine if Update completed. error reading header from to ...
Installation Manual
Page 98
SURFboard Cable Modem Installation Manual B-26 Event Log Messages Code X501.35 Event Log Messages Unit Update Failed X501.36 Failed to flash. 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 restore image after error. The image in flash now likely to be corrupt and the CM may not be able to boot. Level 4(Error) 4(Error) Cable Modem Actions Unit Update failed.
SURFboard Cable Modem Installation Manual B-26 Event Log Messages Code X501.35 Event Log Messages Unit Update Failed X501.36 Failed to flash. 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 restore image after error. The image in flash now likely to be corrupt and the CM may not be able to boot. Level 4(Error) 4(Error) Cable Modem Actions Unit Update failed.