SURFboard SB4000 User Guide High-Speed Access to the Internet TM R SURFboard Cable Modem
Regulatory Information Federal Communications Commission Radio and Television Interface Statement for a Class 'B' Device. 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 the residential installation.
Changes or modification not expressly approved by the party responsible for compliance could void the user's authority to operate the equipment. This product was FCC compliant under test conditions that included the use of the supplied cable between system components. To be in compliance with FCC regulation, the user must use this cable and install it properly.
The SB4000 meets one or more of the standards listed: Declaration of Conformity We Motorola, Inc. Broadband Communications Sector 6450 Sequence Drive San Diego, CA, U.S.A.
Canadian Compliance This Class B digital apparatus meets all requirements of the Canadian Interference-Causing Equipment Regulations. Cet appareil numérique de la classe B respects toutes les exigences du Règlement sur le matériel brouilleur du Canada. Warning TO PREVENT FIRE OR SHOCK HAZARD, DO NOT EXPOSE THIS APPLIANCE TO RAIN OR MOISTURE. Caution THESE SERVICING INSTRUCTIONS ARE FOR USE BY QUALIFIED PERSONNEL ONLY.
© 2001 by Motorola, Inc. All rights reserved. No part of this publication 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 Motorola, Inc. Motorola, Inc. reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of Motorola, Inc. to provide notification of such revision or change. Motorola, Inc.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Introduction Open your PC once clear your desk forever! Congratulations, you now have the newest innovation in Internet access, a cable modem inside your computer. This cable modem is easy to install, has all the functionality of an external cable modem, and saves valuable work space.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Get Started We know that not everyone is familiar with the technical terms in this User Guide, so we have included a Glossary in the back of this manual for your convenience.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Questions for Your Cable Service Provider ! When can you begin using your cable modem? ! Do you need a new browser or plug-in to use their service? ! Do you need a user name or password to access the Internet or use Email? Gather These Items Gather these items before you begin installing the cable modem: ! PCI cable modem in its protective sleeve ! Your PC User Guide ! Your PC Operating System disk (may be
Introduction Get Started Installation If you plan to video conference, check with your cable service provider for minimum computer requirements. Diagnostics Troubleshooting Glossary/FAQ Legal Check Your PC The SB4000 is compatible with Microsoft® operating systems: ! Windows® 98 ! Windows 2000 ! Windows Me We do not support use of this product with MacIntosh, UNIX, Microsoft operating systems before Windows 98, or other operating systems.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Installation You can have high speed Internet access in three easy steps: 1 Install the cable modem in your PC. 2 Load the PCI driver from the CD-ROM. 3 Activate your modem. This is easier than most people think. Removing the cover from your PC is simple. Your PC cover may just snap off, or you may need to remove some screws.
Introduction Get Started Installation To prevent electrical static discharge damage to the modem, physically touch the metal chassis of your PC with your hand before unwrapping the cable modem. Diagnostics Troubleshooting Glossary/FAQ Legal Unpacking and Handling Precautions ! ! ! ! To prevent electrical static discharge damage to the modem, physically touch the metal chassis of your PC with your hand before unwrapping the cable modem. Do not unpack your SB4000 until you are ready to install it.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ 3 Refer to your PC manual for instructions on locating an open PCI 16-bit expansion slot. 4 Unscrew and remove the metal bracket next to the PCI expansion slot that you’ve selected for your cable modem. Save the screw. 5 Holding the cable modem by the edges, place the side with the gold connectors into the slot. The cable connector of the cable modem should be protruding through the opening on the back panel.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Loading the PCI Driver After installing the cable modem, you need to load the PCI driver from the CD-ROM. Windows 98 1 Turn on your PC. Your PC automatically detects the SB4000 in your computer and the Add New Hardware Wizard window opens. Under some configurations, the Add New Hardware Wizard may identify the new hardware as a Motorola PCI Cable Modem SURFBoard SB4000.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ 5 Click CD-ROM drive. Be sure the other selections aren’t checked. 6 Click Next. 7 Click Next to install the drivers from the location displayed. Example: D:\NET4000.inf Legal Your CD-ROM drive letter may differ from this example. If the Add New Hardware Wizard didn’t find the NET4000.inf file on the CD-ROM, click Back and be sure the CD-ROM is properly loaded in your CD-ROM drive and retry step 5.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal The Copying Files...window is displayed. 9 Click OK to install operating system files. 10 Remove Windows operating system CD-ROM and if prompted, re-insert SB4000 CD-ROM. 11 When the PCI drivers are installed, a new window is displayed, click Finish. 12 Remove the CD-ROM from the CD drive.
Introduction Get Started Installation Diagnostics Troubleshooting 13 Click Yes at the prompt to restart your PC.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Windows Me 1 Turn on your PC. Your PC automatically detects the SB4000 in your computer and the Add New Hardware Wizard window opens. Under some configurations, the Add New Hardware Wizard may identify the new hardware as a Motorola PCI Cable Modem SURFBoard SB4000. 2 Click Next. 3 Place the CD-ROM that came with the SB4000 in your PCs CD-ROM drive. Allow time for the CD-ROM to spin up. If the Getting Started...
Introduction Get Started Installation Diagnostics 6 Troubleshooting Glossary/FAQ Legal Windows Me automatically searches all drives for the correct driver. Example: D:\NET4000.inf Your CD-ROM drive letter may differ from this example. If the Add New Hardware Wizard didn’t find the NET4000.inf file on the CD-ROM, click Back and be sure the CD-ROM is properly loaded in your CD-ROM drive and retry step 1. Microsoft Windows may need additional system files to complete the installation.
Introduction Get Started Installation Diagnostics Troubleshooting 11 Click Yes when prompted to restart your PC.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Windows 2000 1 Turn on your PC. Your PC automatically detects the SB4000 and the Add New Hardware Wizard window opens. Under some configurations, the Add New hardware Wizard may identify the new hardware as a Motorola PCI Cable Modem SURFboard SB4000. 2 Place the SB4000 CD-ROM in your PCs CD-ROM drive. Allow time for the CD-ROM to spin up. If the Getting Started ....Menu is displayed, click Exit.
Introduction Get Started Installation Diagnostics 7 Troubleshooting Glossary/FAQ Legal Click Next to install the driver. Example: D:\NET4000.inf Your CD-ROM drive letter may differ from this example. If the Add New Hardware Wizard didn’t find the NET4000.inf file on the CD-ROM, click Back and be sure the CD-ROM is properly loaded in your CD-ROM drive and retry step 5. If the File Needed window is displayed, select Browse and locate the NET4000.sys file on the SB4000 CD-ROM. Double-click on NET4000.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal IP Configuration To connect your cable modem to your cable service provider’s system, you must set up your IP Configuration. The initial registration can take up to 20 minutes to run. Windows 98 and Windows Me Home Print X Exit 1 On the Windows Desktop, click Start. 2 Select Run. 3 Type winipcfg.exe. A window similar to the example is displayed. 4 Click OK, and the IP Configuration window displays.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal If, after performing this procedure, your PC does not access the Internet, the Internet Connection Wizard is displayed. Follow the instructions. If the problem persists, call your cable service provider for assistance. Windows 2000 1 On the Windows Desktop, click Start. 2 Select Run, and the Run window displays. 3 Type cmd and click OK. The DOS command prompt window is displayed.
Introduction Get Started Installation Diagnostics 4 Troubleshooting Glossary/FAQ Legal Type ipconfig /renew and press Enter. Example: c:\> ipconfig /renew The Microsoft Windows Operating System searches for the IP Address. When the IP address is acquired, the IP Configuration information displays on your screen. 5 Home Print X Exit Type Exit and then press Enter.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal SB4000 Diagnostics The StormWatch SB4000 Diagnostics is a useful tool that provides information your cable service provider may need to help you resolve operating issues. Information on these screens can be viewed but not changed. Installing the Diagnostics 1 Insert the SB4000 CD-ROM into the CD drive. 2 On the Getting Started... window, click DIAGNOSTICS.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Operational Data Information about the current operation status of the SB4000 is found under the Operational Data windows. There are three tabs: Operational Information, Operational Status, Operational Statistics. They contain information on hardware and software, current system status, and cable modem operating statistics.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Operational Status This screen provides the current operational status of the SB4000. This information is helpful for your cable service provider when diagnosing operating problems.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Operational Statistics This screen displays the last time the SB4000 was restarted - soft reset or hard reset. The cable modem status lights (top to bottom) indicate: Home Print X Exit Red Failure to register; check event log. Yellow DHCP/TOD/TFTP registration with the DOCSIS headend. Green Registered and operational.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Troubleshooting This information helps you to solve a problem quickly. If you continue to experience difficulties, refer to the SB4000 Diagnostics and call your cable service provider. The Problem Possible Solution Cannot receive or send data ! ! ! If you subscribe to cable TV, check that you are receiving your regular TV channels, and that they are clear.
Introduction Get Started Installation Diagnostics The Problem Possible Solution Cannot contact your Internet service ! PC failed to detect a cable modem ! ! Yellow light on the Diagnostic Operational Statistics screen is on Red light on the Diagnostic Operational Statistics screen is on Home Print X Exit ! ! Troubleshooting Glossary/FAQ Legal Windows may generate a temporary IP address: 192.168.100.11. Call your cable service provider. Repeat Installing Your PCI Driver instructions.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Contact Us For technical support of your cable modem, or questions regarding your Internet service or connection, please call your cable service provider. For Motorola consumer cable products, education, and support: http://www.motorola.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Glossary Coaxial cable (coax) A type of wire that consists of a center wire surrounded by insulation and then a grounded shield of braided wire. The shield minimizes electrical and radio frequency interference. The coaxial cable is the primary type of cabling used by the cable television industry and is also widely used for computer networks.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal MAC address Media Access Control address. A hardware address that uniquely identifies each node of a network. The MAC address is used to forward information through a network to its final destination. MHz Mega Hertz. A measure of radio frequency - millions of cycles per second. One MHz represents one million cycles per second. PCI Peripheral Component Interconnect.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal FAQs Got a question? We’ve put together a list of questions customers frequently ask. Q What is high-speed cable Internet access? A Cable Internet access uses cable television wires, instead of telephone lines to tap into the information on the Internet. It’s extremely fast and affordable, and it doesn’t tie up phone lines for incoming or outgoing calls and faxes.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Q What is DOCSIS? A DOCSIS is the industry standard for cable Internet access. This standard is intended to ensure that all DOCSIS cable modems interface with all DOCSIS-compliant cable systems. Motorola’s SB4000 cable modem is DOCSIS compliant. Q If I have a cable modem, can I still use my old 28.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Q What does the SB4000 limited warranty cover? A The standard coverage for a SB4000 is 2-year limited warranty. Q What type of technical support is available? A For questions about your Internet service or connection, call your cable service provider. If you have problems with your Motorola broadband products, you can call us toll-free at 1-877-466-8646 (USA only).
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal Software License and Limited Warranty SURFboard SB4000 CABLE MODEM ("Product") (U.S.A. and Canada) General Instrument Corporation, d/b/a the Broadband Communications Sector of Motorola, Inc.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal SOFTWARE LICENSE ("LICENSE") You may: USE the Software only in connection with the operation of the Product. TRANSFER the Software (including all component parts and printed materials) permanently to another person, but only if the person agrees to accept all of the terms of this Agreement.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal The Software is not designed or intended for use in on-line control of aircraft, air traffic, aircraft navigation or aircraft communications; or in design, construction, operation or maintenance of any nuclear facility. Motorola BCS and its 3rd party licensors disclaim any express or implied warranty of fitness for such uses. You represent and warrant that you shall not use the Software for such purposes.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal U.S. GOVERNMENT RESTRICTED RIGHTS The Software, Product and documentation is provided with RESTRICTED RIGHTS. The use, duplication or disclosure by the Government is subject to restrictions as set forth in subdivision ©(1)(ii) of The Rights in Technical Data and Computer Software clause at 52.227-7013.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal PROVIDES "AS IS" ANY SOFTWARE SUPPLIED BY ITS 3RD PARTY LICENSORS. Some states do not allow for the exclusion of implied warranties, so the above exclusion may not apply to you.
Introduction Get Started Installation Diagnostics Troubleshooting Glossary/FAQ Legal IN NO EVENT SHALL MOTOROLA BCS 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, THE SOFTWARE AND/OR THE DOCUMENTATION (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, LOSS OF DATA, OR ANY OTHER PECUNIARY L
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