COMMSCOPE SURFboard SB6190 DOCSIS 3.0 Cable Modem User Guide

COMMSCOPE SURFboard SB6190 DOCSIS 3.0 Cable Modem User Guide

CommScope copyrights and trademarks

© 2020 CommScope, Inc. All rights reserved.
No part of this content 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 CommScope, Inc. and/or its affiliates (“CommScope”). CommScope reserves the right to revise or change this content from time to time without obligation on the part of CommScope to provide notification of such revision or change. ARRIS and the ARRIS Logo are trademarks of CommScope, Inc. and/or its affiliates. All other trademarks are the property of their respective owners.
Wi-Fi Alliance®, Wi-Fi®, the Wi-Fi logo, the Wi-Fi CERTIFIED logo, Wi-Fi protected access® (WPA), the Wi-Fi Protected Setup logo, and WMM® are registered trademarks of Wi-Fi Alliance. Wi-Fi Protected Setup™, Wi-Fi Multimedia™, and WPA2™ are trademarks of Wi-Fi Alliance.
CommScope provides this guide without warranty of any kind, implied or expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. ARRIS may make improvements or changes in the product(s) described in this manual at any time.
The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice.

Safety and regulatory information

Read all safety and regulatory information before installing your device 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 the instructions listed here and/or in the user manual before you operate this device. Give 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 AC outlets, extension cords, frayed power cords, damaged or cracked wire insulation, and broken plugs are dangerous. They may result in a shock or fire hazard.

• Route power supply cords so that they are not likely to be walked on or pinched by items placed upon or against them. Pay attention to cords where they are attached to plugs and convenience receptacles; and examine the point where they exit from the device.

• Place this device in a location that is close enough to an electrical outlet to accommodate the length of the power cord.

• Place the device to allow for easy access when disconnecting the power cord of the device from the AC wall outlet.

• Do not connect the plug into an extension cord, receptacle, or other outlet unless the plug can be fully inserted with no part of the blades exposed.

• Place this device on a stable surface.

• 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.

• Installation of an AC surge protector in the AC outlet to which this device is connected is recommended. This is to avoid damaging the device by local lightning strikes and other electrical surges.

• Postpone installation until there is no risk of thunderstorm or lightning activity in the area.

• Avoid using a telephone (other than a cordless type) during an electrical storm. There is a remote risk of electric shock from lightning. For added protection, unplug the device from the wall outlet and disconnect the cables to avoid damage to this device from lightning and power surges.

• Do not use this product near water. For example, near a bathtub, washbowl, kitchen sink, laundry tub, swimming pool, or in a wet basement.

• Do not use the telephone to report a gas leak located near the leak.

• 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.
  CAUTION : To reduce the risk of fire, use only No. 26 AWG or larger (e.g., 24 AWG) UL Listed or CSA Certified Telecommunication Line Cord, or national equivalent.

• 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 THESE INSTRUCTIONS

Note: To CATV system installer — This reminder is provided to call the CATV system installer’s attention to Section 820.93 of the National electric code, which provides guidelines for proper grounding and, in particular, specifies that the coaxial cable shield must be connected to the grounding system of the building, as close to the point of cable entry as practical.

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:

• 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.

CAUTION : Any changes or modifications not expressly approved by CommScope for compliance could void the user’s authority to operate the equipment.

FCC Declaration of Conformity
CommScope, Inc, 3871 Lakefield Drive, Suwanee, GA 30024, declares that the SURFboard device complies with 47 CFR Parts 2 and 15 of the FCC rules as a Class B digital device.

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.

Caring for the environment by recycling your ARRIS equipment

Please do not dispose of this product with your residential or commercial waste. Contact your local authorities for information about practices established for your region. If collection systems are not available, call ARRIS Technical Support at 1-877-466-8646 for assistance.

Get started

Introduction

The ARRIS SURFboard® SB6190 DOCSIS 3.0® Cable Modem provides a secure high- speed broadband connection to the Internet and other online services on your home or small business network. You can use your SB6190 to directly connect a computer to your home or small business LAN through an Ethernet connection.
This guide provides a product overview and instructions for installing your SB6190 and monitoring your cable modem and network operational status.

In the box

Before installing your SB6190, check that the following items are included in the box. If any items are missing, please call ARRIS Technical Support at 1-877-466-8646 for assistance.

SB6190 Package Contents

Additional item(s) needed (not included)

The following item is not included in the box and must be purchased separately, if required:

• Coaxial (coax) cable, if one is not already connected to a cable wall outlet
• Ethernet cable

System requirements

• High-speed Internet access account
• Web browser access – Internet Explorer, 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 this model.
  ● Macintosh® 10.4 or higher
  ● UNIX®
  ● Linux®

Contact information

For technical support and additional ARRIS product information:

• Visit the ARRIS Support website: www.arris.com/consumers
• Call ARRIS Technical Support: 1-877-466-8646

Product overview

Front panel

Rear panel

SB6190 rear view
SB6190 rear panel ports and connectors

Cable modem label

www.arris.com/consumer

Sample SB6190 Cable modem Label
The cable modem label is located on the bottom of your SB6190. It contains the cable modem ID 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 need to provide the following information listed on the cable modem label:

• Cable modem model name (SB6190)
• Cable modem MAC address (HFC MAC ID)
• Cable modem serial number (S/N)

Install the cable modem

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.

Connect the SB6190 to your computer

Before installing the SB6190:

• Check with your service provider to ensure broadband cable service is available in your area.
• Choose a location in your home where your computer and the SB6190 are preferably near existing cable and electrical wall outlets.

SB6190 Connection diagram

1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter (not included).

2. Connect the other end of the coaxial cable to the Cable connector on the rear of the SB6190.
   Use your hand to tighten the connectors to avoid damaging them.

3. Connect the Ethernet cable to the Ethernet port on the back of the SB6190.

4. Connect the other end of the Ethernet cable to the Ethernet port on your computer.

5. Connect the power adapter (included) to the Power port on the rear of the SB6190.

6. Plug the other end of the power adapter into an electrical wall outlet that is not controlled by a wall switch.
   Note : This automatically powers ON the SB6190.

Establish an Internet connection

Although your computer may already be configured to automatically access the Internet, you should still perform the following cable modem connectivity test to check that your network devices were connected properly:

1. Power ON the computer connected to the SB6190 if it is turned off, and then log in.

2. Contact your service provider to activate (provision) the SB6190. You may have to provide the HFC MAC ID listed on the cable modem label.
   Note : Your service provider may allow for automatic activation which will automatically launch their special website when you open a web browser.

3. After the SB6190 is provisioned (activated), open a web browser (such as Internet Explorer, Google Chrome, Firefox, or Safari) on your computer.
   Note : If the special website did not open, continue with step 4. If the website opened, proceed to step 5.

4. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter.
   The ARRIS website should open. If it failed to open, please contact your service provider for assistance.

5. Check that the Power, Receive, Send , and Online front panel LEDs on the SB6190 light up in sequential order. See Front panel (page 11) for additional LED status information.
   ■ If all four LEDs did not light up Solid and you also are not connected to the Internet, you may have to contact your service provider to reactivate your SB6190 or check for possible signal issues.
   ■ If you still cannot connect to the Internet, the SB6190 may be defective. Please call ARRIS Technical Support at 1-877-466-8646 for assistance.

Use the cable modem Web Manager

The SB6190 Web Manager is available to view and monitor the SB6190 operational status and network configuration settings. You can also use the web manager to reset or reboot your SB6190.

Note: You may notice that some of the SB6190 Web Manager configuration settings may be blocked and cannot be modified. This may be due to some restrictions set up by your service provider to prevent unauthorized modifications to certain cable modem configuration parameters.

Start the SB6190 Web Manager

1. Open any Web browser on the computer connected to your SB6190.
2. Type the default LAN IP address, 192.168.100.1, in the Address bar and then press Enterto log onto your SB6190.
   The SB6190 Status screen displays.
   
   SB6190 Status Screen
   Note : If you cannot access the HTML pages in the SB6190 Web Manager, please contact ARRIS Technical Support for assistance.

SB6190 Web Manager screen options

Menu buttons and links

You can use the web manager buttons or links to view the status and network configuration screens for your SB6190.

• The SB6190 menu buttons are displayed along the top of the SB6190 Web Manager screen (see Figure 5). To display a specific web manager screen, click the menu button.
  
  SB6190 Web Manager Menu Buttons

• The SB6190 menu links are displayed along the bottom of the SB6190 Web Manager screen. To display a specific web manager screen, click the menu link.
  
  SB6190 Web Manager Menu Links

SB6190 Web Manager Screen Options

Get help

The Help feature provides a brief description for the SB6190 Web Manager screens.

• Click the Help menu button or link on the SB6190 Web Manager screen to open the SB6190 Help screen.

SB6190 Help screen

Exit the SB6190 Web Manager

▶ To exit the SB6190 Web Manager:
■ Click (Close button) in the upper right corner of the web browser window to exit the SB6190 Web Manager and close the web browser window.

Monitor your cable modem and connected network

Note : You may notice that some of the SB6190 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 SB6190 product information

The Product Information screen displays general product information for the SB6190 which includes the hardware and software (firmware) versions, serial number, MAC address, and the current network connection status.

▶ To open the Product Information screen:
1. Open the SB6190 Web Manager (see Start the SB6190 Web Manager (page 16) ).
2. Click the Product Information menu button or link on the SB6190 Web Manager screen.

SB6190 Product Information screen

3. Click the Refresh button (F5) in your web browser window to reload or update the SB6190 product information on the screen.

View the SB6190 network connection status

The SB6190 Status screen displays the current connection status of the SB6190 as well as the downstream and upstream bonded channel connections for receive and send data transmissions.

▶ To open the Status screen:
1. Open the SB6190 Web Manager (see Start the SB6190 Web Manager (page 16) ).
2. Click the Status menu button or link on the SB6190 Web Manager screen.
The SB6190 Status screen displays.

SB6190 Status screen

3. Click the Refresh button (F5) in your web browser to reload or update the SB6190 network status information on the screen.

View the SB6190 event log

The SB6190 generates a running log of the activities, events, and alerts detected during the cable modem operation.

Note : This information may be useful if you have to contact ARRIS Technical Support or your service provider to help diagnose and correct any problems that may occur with your SB6190.

▶ To open the Event Log screen:
1. Open the SB6190 Web Manager (see Start the SB6190 Web Manager (page 16) ).
2. Click the Event Log menu button or link on the SB6190 Web Manager screen. The Event Log screen displays.

SB6190 Event Log Screen
3. Click the Refresh button (F5) in your web browser to reload or update the event log information on the screen.

View the SB6190 configuration settings

The SB6190 Configuration screen displays the downstream frequency and upstream channel connection to the network. When the SB6190 successfully connects to the network, it stores the connection frequency to automatically connect whenever you log back in to the SB6190. You can use the Configuration screen to reboot the SB6190 (see Reboot the SB6190 (page 24)) or reset the cable modem settings to the factory default configuration (see Restore the SB6190 factory default settings (page 23)).

▶ To open the Configuration screen:
1. Open the SB6190 Web Manager (see Start the SB6190 Web Manager (page 16) ).
2. Click the Configuration menu button or link on the SB6190 Web Manager screen.

SB6190 Configuration Screen

Note : The values on the SB6190 Configuration screen cannot be changed.

Restore the SB6190 factory default settings

You can reset the SB6190 configuration back to the factory default configuration. The process to restore the cable modem factory defaults can take approximately five to 30 minutes to complete. Your network connection will be disabled until after the SB6190 factory default settings are restored.

Warning : This action deletes any stored configuration settings and restores the factory defaults.

▶ To open the Configuration screen:
1. Open the SB6190 Web Manager (see Start the SB6190 Web Manager (page 16) ).
2. Click the Configuration menu button or link on the SB6190 Web Manager Menu.
The Configuration screen displays.

SB6190 Restore Factory Defaults Configuration screen

3. Click Restore Factory Defaults.
The following message displays:

Restore Factory Defaults Dialog Box

4. Click OK to continue.
The SB6190 Web Manager will automatically open when the Restore Factory Defaults process is finished.

Reboot the SB6190

▶ To reboot the SB6190:
1. Open the SB6190 Web Manager (see Start the SB6190 Web Manager (page 16) ).
2. Click the Configuration menu button or link on the SB6190 Web Manager Menu.
The Configuration screen displays.

SB6190 Restart Cable Modem Configuration creen

3. Click Reboot.
The following message dialog will display:

Cable Modem-Reboot Dialog Box

4. Click OK.
The following message will display: The device has been reset… RELOAD.
5. Click RELOAD to open the SB6190 Web Manager.

Exit the SB6190 Web Manager

▶ To exit the SB6190 Web Manager:
■ Click (Close button) in the upper right corner of the web browser window to exit the
SB6190 Web Manager and close the web browser window.

Troubleshooting tips

If the solutions listed in the Troubleshooting Solutions table below do not solve your problem, please contact your service provider for assistance. Your service provider may ask for the status of the SB6190 front panel LEDs. See Front panel LED icons and error conditions (page 27) for more information.
You may have to reset the SB6190 configuration to the default factory settings if the SB6190 is not functioning properly. See Restore the SB6190 factory default settings (page 23) for more information.

Solutions

Front panel LED icons and error conditions

The SB6190 front panel LED icons provide status information for the following error conditions:
Front panel LED icons and error conditions

Warranty Information

CommScope, Inc. (“ARRIS”)

Retail Purchasers
If you purchased this Product directly from ARRIS or from an authorized ARRIS retail reseller, ARRIS warrants to you, the original end user customer, that (A) the Product, excluding Software, will be free from defects in materials and workmanship under normal use, and (B) with respect to Software, (i) the media on which the Software is provided will be free from defects in material and workmanship under normal use, and (ii) the Software will perform substantially as described in its documentation. This Limited Warranty to you, the original end user customer, continues (A) for Software and the media upon which it is provided, for a period of ninety (90) days from the date of purchase from ARRIS or an authorized ARRIS reseller, and (B) for the Product (excluding Software), for a period of two (2) years from the date of purchase from ARRIS or from an authorized ARRIS reseller. To take advantage of this Limited Warranty or to obtain technical support, you must call the ARRIS toll- free phone number: 1-877-466-8646. ARRIS’ sole and exclusive obligation under this Limited Warranty for retail sales shall be to repair or replace any Product or Software that does not meet this Limited Warranty. All warranty claims must be made within the applicable Warranty Period.

Cable Operator or Service Provider Arrangements
If you did not purchase this Product directly from ARRIS or from a ARRIS authorized retail reseller, ARRIS does not warrant this Product to you, the end-user. A limited warranty for this Product (including Software) may have been provided to your cable operator or Internet Service Provider (“Service Provider”) from whom you obtained the Product. Please contact your Service Provider if you experience problems with this Product.

General Information
The warranties described in this Section shall not apply: (i) to any Product subjected to accident, misuse, neglect, alteration, Acts of God, improper handling, improper transport, improper storage, improper use or application, improper installation, improper testing or unauthorized repair; or (ii) to cosmetic problems or defects which result from normal wear and tear under ordinary use, and do not affect the performance or use of the Product.
ARRIS’ warranties apply only to a Product that is manufactured by ARRIS and identified by
ARRIS owned trademark, trade name or product identification logos affixed to the Product.
ARRIS does not warrant to you, the end user, or to anyone else that the Software will perform error free or without bugs.
ARRIS IS NOT RESPONSIBLE FOR, AND PROVIDES “AS IS” ANY SOFTWARE SUPPLIED BY 3RD PARTIES. EXCEPT AS EXPRESSLY STATED IN THIS SECTION (“WARRANTY INFORMATION”), THERE ARE NO WARRANTIES OF ANY KIND RELATING TO THE PRODUCT, EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR THE WARRANTY AGAINST INFRINGEMENT PROVIDED IN THE UNIFORM COMMERCIAL CODE. Some states do not allow for the exclusion of implied warranties, so the above exclusion may not apply to you. What additional provisions should I be aware of? Because it is impossible for ARRIS to know the purposes for which you acquired this Product or the uses to which you will put this Product, you assume full responsibility for the selection of the Product for its installation and use. While every reasonable effort has been made to insure that you will receive a Product that you can use and enjoy, ARRIS does not warrant that the functions of the Product will meet your requirements or that the operation of the Product will be uninterrupted or error- free.
ARRIS IS NOT RESPONSIBLE FOR PROBLEMS OR DAMAGE CAUSED BY THE INTERACTION OF
THE PRODUCT WITH ANY OTHER SOFTWARE OR HARDWARE. ALL WARRANTIES ARE VOID IF
THE PRODUCT IS OPENED, ALTERED, AND/OR DAMAGED.
THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES for any and all claims that you may have arising out of or in connection with this Product, whether made or suffered by you or another person and whether based in contract or tort.
IN NO EVENT SHALL ARRIS BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT, INDIRECT, GENERAL, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR OTHER DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS), OR FROM ANY BREACH OF WARRANTY, EVEN IF ARRIS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO CASE SHALL ARRIS’ LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT.

These matters are governed by the laws of the Commonwealth of Pennsylvania, without regard to conflict of laws principles and excluding the provisions of the United Nations Convention on Contracts for the International Sale of Goods.
Retail Purchasers Only
If you purchased this Product directly from ARRIS or from an ARRIS authorized retail reseller, please call the ARRIS toll-free phone number, 1-877-466-8646, for warranty service or technical support.
Cable Operator or Service Provider Arrangements
If you did not purchase this Product directly from ARRIS or from an ARRIS authorized retail reseller, please contact your Service Provider for technical support.

Corporate Headquarters
CommScope · Hickory · North Carolina · 28602 · USA
www.commscope.com

References

• CommScope | now meets next
• ARRIS SURFboard

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