Arris SURFboard SBG6950AC2 User Manual
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Arris SURFboard SBG6950AC2 User Manual

Docsis 3.0 wi-fi cable modems with mcafee secure home internet
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SURFboard® DOCSIS 3.0 Wi-Fi Cable Modems
with McAfee® Secure Home Internet
SBG6950AC2 , SBG7400AC2 , SBG7600AC2
User Guide
June 2018
Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

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  • Page 1 SURFboard® DOCSIS 3.0 Wi-Fi Cable Modems with McAfee® Secure Home Internet SBG6950AC2 , SBG7400AC2 , SBG7600AC2 User Guide June 2018 Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 2 ARRIS 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.

  • Page 3: Table Of Contents

    Safety and Regulatory Information ................5 Important Safety Instructions .................... 5 FCC Statements ........................7 Wireless LAN Information ....................8 Caring for the Environment by Recycling Your ARRIS Equipment ........9 Getting Started ....................... 10 Introduction ........................10 In The Box ....................... 10 System Requirements ......................
  • Page 4 Troubleshooting Tips ....................59 Solutions .......................... 59 Front Panel LED Icons and Error Conditions ..............60 Warranty Information ..................... 61 PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 5: Safety And Regulatory Information

    Pay particular attention to cords where they are attached to plugs and convenience receptacles, and examine the point where they exit from the device. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 6 This device should not be used in an environment that exceeds 104° F (40° C).  SAVE THESE INSTRUCTIONS PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 7: Fcc Statements

    (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 could void the user’s authority to operate the equipment.

  • Page 8: Wireless Lan Information

    Note: The use of the 5150-5250 MHz frequency band is restricted to Indoor Use Only. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 9: Caring For The Environment By Recycling Your Arris Equipment

    Equipment Please do not dispose of this product or any included electronic accessories, i.e., power supply or battery, with your residential or commercial waste. ARRIS devices may be disposed of through the ARRIS Product Recycling program, further described at www.arris.com/corporateresponsibility. You may also contact your local community authorities for information regarding where you may dispose of your ARRIS devices.

  • Page 10: Getting Started

    App store (for Apple devices) or Google Play (for Android devices). For more information on downloading and using the ARRIS SecureInternet by McAfee mobile app, refer to the McAfee Secure Home Internet User Guide available online at www.arris.com/selfhelp.

  • Page 11: System Requirements

     System Requirements High-speed Internet access account  Web browser access – Internet Explorer, Google Chrome, Firefox, or Safari  PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 12: Contact Information

    • Mac® 10.4 or higher • UNIX® • Linux® Contact Information For technical support and additional ARRIS product information: Visit the ARRIS Support website: www.arris.com/selfhelp  Call ARRIS Technical Support: 1-877-466-8646  PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018 ARRIS Enterprises, LLC.

  • Page 13: Product Overview

    (receive) channel (Receive) channels are connected. connections. Scanning for an Internet connection. Wi-Fi cable modem is connected to the network. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 14: Wi-Fi Protected Setup™ (Wps)

    WPS automatically configures your Wi-Fi network connections and sets up Wi-Fi security. See Connect Your WPS-Enabled Device (page 28) for more information. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 15: Rear Panel

    2. Press and hold the Reset button for 10 seconds. 3. Remove the paper clip or small object from the Reset opening. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 16 100 - 240 VAC Power connector WARNING! To avoid any damage to your Wi-Fi cable modem, only use the power cord provided in the box. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 17: Wi-Fi Cable Modem Label

    Wi-Fi cable modem Model name (SBG6950AC2, SBG7400AC2, or SBG7600AC2)  Wi-Fi cable modem MAC address (HFC MAC)  Wi-Fi cable modem Serial number (SN)  PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 18: Installing The Wi-Fi Cable Modem

    Wi-Fi cable modem was properly installed and can connect to the Internet. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 19: Establish An Internet Connection

    Wi-Fi cable modem if it is turned off, and then log in. 2. Contact your service provider to activate (provision) your Wi-Fi cable modem. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 20 4. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter The ARRIS website should open. If the website did not open, please contact your service provider for assistance. 5. Check that the Power, Send/Receive, and Online front panel LEDs on your Wi-Fi cable modem light up in sequential order.

  • Page 21: Setting Up A Wi-Fi Network Connection

    Set Up a Wi-Fi Network Connection Using Your Mobile Device The ARRIS SURFboard Manager mobile app is a quick and easy-to-use option to set up your Wi-Fi home network connection(s) using your iOS or Android mobile device. 1. Check that your Wi-Fi cable modem is powered ON and connected to the Internet.
  • Page 22 Figure 6: ARRIS SURFboard Manager Mobile App Download Screen 3. Tap INSTALL to download the SURFboard Manager mobile app on your mobile device. The ARRIS SURFboard® Manager will be installed on your device soon message displays. 4. Tap OK. The following ARRIS SURFboard Manager window displays.

  • Page 23: Set Up A Wi-Fi Network Connection Using Your Client Device

    Chapter 5: Setting Up a Wi-Fi Network Connection 6. Continue to follow the mobile app prompts to configure your Wi-Fi home network connection(s). For additional information or instructions for using the mobile app, see the ARRIS SURFboard Manager Mobile App User Guide available online at ARRIS SURFboard Manager.

  • Page 24: Quick Connect Using The Windows Taskbar

    Note: If the Wi-Fi Link icon is not visible, left-click on the Show hidden icons button on the Windows taskbar to open the list of additional icons. Figure 10: Sample Available Wi-Fi Networks Window PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 25 2. Locate and left-click on the Wi-Fi cable modem Wi-Fi network name or SSID (for example, ARRIS-####) for your Wi-Fi cable modem from the list of available Wi-Fi networks. The default SSID is located on the device label on the bottom of your Wi-Fi cable modem.

  • Page 26: Connect Using The Windows Control Panel

    2. Click Network and Sharing Center to open the Network and Sharing Center window. Figure 14: Control Panel-Network and Sharing Center Window PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 27 Network window. Figure 16: Manually Connect to a Wireless Network Window 6. Enter the Wi-Fi cable modem Wi-Fi network name or SSID (ARRIS-####) for your Wi-Fi cable modem in the Network name field. The default SSID is listed on the Wi-Fi cable modem label on the bottom of your Wi-Fi cable modem.

  • Page 28: Connect Your Wps-Enabled Device

    2. Press and hold the WPS button located on your Wi-Fi cable modem front panel for five to 10 seconds and then release (see Front Panel (page 13) for the Wi-Fi cable modem front view). PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 29: Test Your Wi-Fi Network Connection

    Firefox, or Safari. 4. Type a valid URL (such as www.surfboard.com) in the address bar and then press Enter. If the website failed to open, please contact your service provider or call ARRIS Technical Support at 1-877-466-8646 for assistance. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, &...

  • Page 30: Using The Wi-Fi Cable Modem Web Manager

    Note: You must use the default user name and password (see step 3) if you are logging on to the Wi-Fi Cable Modem Web Manager for the first time. For network security purposes, ARRIS recommends that you change the default user name and password after setting up your Wi-Fi network.
  • Page 31 For more information, refer to the McAfee Secure Home Internet User Guide available online at www.arris.com/selfhelp. Note: ARRIS recommends that you change the default password for network security purposes. To change the password now, continue with step 5 below. To change the password later, see...

  • Page 32: Wi-Fi Cable Modem Web Manager Menu Bar

    Web Manager screen. To view a submenu screen (see Figure 21), click the related menu button on the menu bar. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 33 Displays the Wi-Fi cable modem product information including network connection status, hardware and software versions, and event log. Logout Closes the Wi-Fi cable modem Web Manager PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 34: Wi-Fi Cable Modem Web Manager-Available Languages

    6. Click Language from the Utilities submenu options. Figure 22: Wi-Fi Cable Modem Language Screen 7. Select the language from the Language drop-down list. 8. Click Apply. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 35: Get Help

    To log out and close the Wi-Fi cable modem Web Manager: Click Logout button located above the Wi-Fi cable modem Web Manager menu bar.  PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 36 Chapter 6: Using the Wi-Fi Cable Modem Web Manager Figure 24: Wi-Fi Cable Modem Web Manager Logout Button PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 37: Configuring Your Wi-Fi Network

    3. Click BASIC from the Wireless submenu option you are setting up. Figure 25: Wi-Fi Cable Modem 2.4 GHz Wireless Screen PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 38 Deselect the Broadcast Network Name (SSID) checkbox to turn OFF displaying your SSID as an available Wi-Fi network to outside users. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 39 Open (not secure): Network security is not set for your Wi-Fi network. This network security option allows access to your Wi-Fi network without a Wi-Fi Security Key (network password) PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 40: Change Your Wi-Fi Network Name (Ssid)

    (SSIDs) in close proximity of your home (for example, neighbors or local businesses) will display when you or someone else in your home attempt to establish a Wi-Fi network connection. For security purposes and quick recognition of your Wi-Fi network, ARRIS recommends that you change the default SSID.
  • Page 41 7. Check that the Broadcast Network Name (SSID) checkbox is selected. 8. Click Apply at the bottom of the screen, when you are finished. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 42 The new Wi-Fi network name should appear in the list of available Wi-Fi networks when you reconnect your Wi-Fi devices. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 43: Protecting & Monitoring Your Wi-Fi Network

    Wi-Fi cable modem and other Wi-Fi devices as well. Default passwords are commonly used and shared on the Internet. To ensure that your Wi-Fi home network is secure, ARRIS recommends that you follow these best practices for user passwords: Always create a secure password or pass phrase that is not easily guessed.
  • Page 44 7. Find a secure place to write down and keep your new password for future reference, if needed. The System Basic Setup screen displays. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 45: Set Up Firewall Protection

    Wi-Fi cable modem Web Manager menu bar. 2. Click FIREWALL SETTINGS from the Firewall submenu options list to display the Firewall Settings screen (see Figure 30). PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 46 Ethernet-enabled devices connected on your network at risk for possible attacks from viruses and hackers. Figure 31: Firewall Protection Level Screen PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 47: Set Up Parental Controls

    5. Click Apply, when you are finished. Set Up Parental Controls Note: Parental Controls in the Wi-Fi cable modem Web Manager is disabled. The ARRIS SecureInternet by McAfee mobile app is now available for you to set up Parental Controls on your home network using your Apple or Android mobile device.
  • Page 48 10. Repeat steps 3 thru 9 for each additional range of IP addresses that you want to block from accessing the Internet. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 49: Set Up Mac Address Filtering

    4. Click Add to enter the MAC Address of the client device that you want to block access to your home network. Figure 36: Set Up MAC Filters Screen PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 50: Set Up Port Triggers

    Figure 37: Advanced Port Triggers Screen 3. Click Add button to open the Add Port Trigger screen. Figure 38: Add Port Triggers Screen PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 51: Set Up The Dmz Host

    4. Enter the IP address of the computer or gaming device that you are setting up as the DMZ host. 5. Click Apply, when you are finished. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 52 Internet. Note: To disable the DMZ Host, deselect (uncheck) the Enable DMZ checkbox and then click Apply. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 53: Managing Your Wi-Fi Cable Modem And Connected Networks

    Figure 40: Wi-Fi Cable Modem Login Screen 3. Click Device Status button to open the Wi-Fi cable modem Device Status screen. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright -2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 54: View The Wi-Fi Cable Modem Product And Status Information

    2. Click SYSTEM INFORMATION from the Utilities submenu options list to display the System Information screen. 3. Click the Refresh button (F5) in your web browser to reload the information on the screen. PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright -2018, ARRIS Enterprises, LLC. All rights reserved.
  • Page 55 Figure 42: Wi-Fi Cable Modem Status – System Information Screen (1 of 2) Figure 43: Wi-Fi Cable Modem Status – System Information Screen (2 of 2) PN 365-095-30452 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2016-2017, ARRIS Enterprises, LLC. All rights reserved.

  • Page 56: Back Up Your Wi-Fi Cable Modem Configuration

    You can use the backup file to restore your custom Wi-Fi cable modem settings if you made changes that you no longer want. Caution: ARRIS recommends that you perform the Wi-Fi cable modem configuration backup using the Wi-Fi cable modem default login user name and password.

  • Page 57: Reset The Wi-Fi Cable Modem Configuration Settings

    WARNING! This process also deletes any custom Wi-Fi cable modem configurations you may have already created. ARRIS recommends that you create a backup copy of your configuration before resetting your Wi-Fi cable modem. See Back Up Your Wi-Fi Cable Modem Configuration (page 56) for more information.

  • Page 58: Exit The Wi-Fi Cable Modem Web Manager

    Click Logout button located on the Wi-Fi cable modem Web Manager menu bar.  Figure 48: Wi-Fi Cable Modem Web Manager Logout Button PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright -2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 59: Troubleshooting Tips

    If none of the above solutions resolves the problem,  contact your service provider or call ARRIS Technical Support at 1-877-466-8646 for assistance. PN 365-095-30452 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright 2016-2017, ARRIS Enterprises, LLC.

  • Page 60: Front Panel Led Icons And Error Conditions

    IP registration is unsuccessful IP registration is lost LED is disabled LED is disabled LED is disabled LED is disabled PN 365-095-31684 x.2 SBG6950AC2, SBG7400AC2, & SBG7600AC2 Wi-Fi Cable Modems User Guide Copyright -2018, ARRIS Enterprises, LLC. All rights reserved.

  • Page 61: Warranty Information

    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.
  • Page 62 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.
  • Page 63 Corporate Headquarters ARRIS · Suwanee · Georgia · 30024 · USA www.arris.com...

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