ARRIS S34 Surf Board User Guide

: September 11, 2024
: Arris

ARRIS S34 Surf Board

Product Information

Specifications

User Guide, Revision 1.0
P/N: VA-Retail-2024-05-0001
Front panel
Rear panel
Cable modem label

Q: How do I contact support for further assistance?

A: Refer to the contact information section in Chapter 2 of the user manual for support details.

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 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 toperform 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.

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

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.

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

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

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 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)

Rear panel

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)

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)

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
Choose a location in your home where your cable modem and computer will be near existing cable and electrical wall outlets

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. 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.
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
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.
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.
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

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.

Open any web browser on the computer connected to your S34.
Type the default LAN IP address, 192.168.100.1, in the address bar.
Press Enter to open the Login screen.
Enter admin in the Username field.
Enter password in the Password field.
Click Apply to open the Web Manager.
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.
Click Apply
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

S34 opening screen

The S34 Web Manger screen appears

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

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.

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:

Open the S34 Web Manager, see Start your Web Manager (page 15) for more information.
Click the Downstream bonded channels menu button or link on the S34 Web Manager screen.

S34 downstream bonded channels screen

Press F5 to refresh or update the information on the screen.

Restart your S34

To restart your S34:

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.
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:

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.
Press and hold the indented Reset button for 10 seconds or until the front panel LED flashes.
Remove the paper clip or small object from the opening.

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

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.