Arris SURFboard mAX User Manual
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Arris SURFboard mAX User Manual

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SURFboard mAX
Models: W21/W121
User Guide, Standard Revision x.1
P/N 365-095-35704

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Summary of Contents for Arris SURFboard mAX

  • Page 1 SURFboard mAX Models: W21/W121 User Guide, Standard Revision x.1 P/N 365-095-35704...
  • Page 2 Trademarks ARRIS and the ARRIS Logo are trademarks of CommScope, Inc. and/or its affiliates. All other trademarks are the property of their respective owners.
  • Page 3 SURFboard mAX User Guide Standard Revision x.1...

  • Page 4: Table Of Contents

    Hardware diagram......................7 LED behavior......................8 Mobile app help......................9 Chapter 2: Set up your SURFboard mAX home network......10 Get the ARRIS SURFboard Central mobile app............10 Launch the ARRIS SURFboard Central mobile app............10 Create your SURFboard account.................. 11 Set up your SURFboard mAX router................
  • Page 5 Settings....................... 49 Appendix A: ARRIS Safety, Environment, Regulatory, Software License, Privacy, and Warranty information............50 Safety and regulatory information................50 Caring for the environment by recycling your ARRIS equipment.........52 FCC statements......................53 Industry Canada (IC) Statement.................53 Avis D'Industrie Canada (IC)................54 Wireless LAN information.................... 55 Open Source software information................56...

  • Page 6: Chapter 1: Get Started

    Chapter 1 Get started The SURFboard mAX home Wi-Fi system is a mAX router alone (W21) or two routers with one functioning as a satellite (W121). The ARRIS SURFboard Central mobile app steps you through installing your SURFboard mAX Wi-Fi home network using your iOS or Android mobile device.

  • Page 7: Hardware Diagram

    For connection to the power adaptor included in the box. Ethernet port For Ethernet device connections (i.e., TV, game console, PC, etc). WAN port For connection to your cable/DSL modem or fiber ONT device. Reset button Resets the mAX to factory defaults. SURFboard mAX User Guide Standard Revision x.1...

  • Page 8: Led Behavior

    "Normal" state; on-boarding complete; connected to Internet; latest Solid blue firmware installed. Rapidly alternating blue and amber Downloading software in background (~1 sec increments) Solid blue mAX good WAN connection state Solid red mAX disconnected WAN connection state SURFboard mAX User Guide Standard Revision x.1...

  • Page 9: Mobile App Help

    Home screen. Here, you can read our Frequently Asked Questions, get contact information for ARRIS support, tap to navigate to our self-help site, or get answers quickly with our Live chat feature. If you require more assistance, call ARRIS Technical Support: 1-866-757-3598.

  • Page 10: Chapter 2: Set Up Your Surfboard Max Home Network

    Chapter 2 Set up your SURFboard mAX home network These are the tasks you will perform to set up your SURFboard mAX home Wi-Fi network. Get the ARRIS SURFboard Central mobile app (page 10) Launch the ARRIS SURFboard Central mobile app...

  • Page 11: Create Your Surfboard Account

    Chapter 2: Set up your SURFboard mAX home network Create your SURFboard account 1. On the SAY HELLO TO YOUR NEW SURFBOARD DEVICE! screen, tap GET STARTED to begin the setup process. The app may need to request permissions to improve the app experience during setup.
  • Page 12 Chapter 2: Set up your SURFboard mAX home network 4. Scroll down, if necessary, and tap NEXT. 5. If you do not yet have a registered account, on the LET'S CREATE YOUR ACCOUNT screen, complete the information requested, agree to the Terms and Conditions, and tap to SIGN UP.
  • Page 13 Chapter 2: Set up your SURFboard mAX home network 6. If already have a registered account, on the LET'S CREATE YOUR ACCOUNT screen, tap SIGN IN. 7. On the WELCOME screen, enter your Email used with your account. Shortly, you will receive a verification code at the email address you provided. This code is only valid for 24 hours.
  • Page 14 Chapter 2: Set up your SURFboard mAX home network SURFboard mAX User Guide Standard Revision x.1...

  • Page 15: Set Up Your Surfboard Max Router

    Chapter 2: Set up your SURFboard mAX home network Set up your SURFboard mAX router 1. You can follow the network optimization recommendations based on the information you provided about your network or opt to skip the recommendations and begin router set up.
  • Page 16 Chapter 2: Set up your SURFboard mAX home network Fiber-based Modem or Gateway Internet access is proided through a single device. The optical fiber cable connects to the gateway and Wi-Fi is provided through the built-in functionality of the fiber gateway device.

  • Page 17: Get Your Surfboard Max Router Online

    Chapter 2: Set up your SURFboard mAX home network Get your SURFboard mAX router online This topic describes how your SURFboard Central mobile app pairs with the mAX router, and the router connects to the Internet. 1. On the SETUP INFORMATION screen, tap NEXT to begin getting your router online.
  • Page 18 Chapter 2: Set up your SURFboard mAX home network 2. When the SURFboard Central mobile app successfully connects to your mAX router, the LED will light solid blue and a SUCCESSFULLY CONNECTED screen displays on your mobile app. Tap NEXT.
  • Page 19 Chapter 2: Set up your SURFboard mAX home network updated, the router will be registered. Registration ensures that you will always be running the latest and greatest firmware for maximum performance. SURFboard mAX User Guide Standard Revision x.1...

  • Page 20: Name Your Home Network And Set A Password

    (page 22) when you are ready to install the satellite. Add devices to home network Ensure Wi-Fi is enabled for the device you wish to connect to your SURFboard mAX Wi-Fi home network. Repeat these steps for each device. SURFboard mAX User Guide Standard Revision x.1...
  • Page 21 Chapter 2: Set up your SURFboard mAX home network Note: If you had a previous Wi-Fi network and used the same SSID (network name) and password for your SURFboard mAX home Wi-Fi network, your devices will connect automatically. 1. In your device Settings, browse to the available Wi-Fi networks.

  • Page 22: Chapter 3: Adding A Surfboard Max Satellite

    After you install and configure your router, you will be given the option to add one, even two, satellites to your SURFboard mAX home network. You can access the feature from the Side menu by tapping the Collapsed menu icon selecting Add a New Satellite from the Side menu.

  • Page 23: Set Up Your Surfboard Max Satellite

    NEXT. W121/W21 Note: The SURFboard mAX Express (W11) is coming soon. 3. Read the explanation of satellites on the ADD A NEW SATELLITE screen and tap NEXT. 4. From the box your mAX satellite came in, locate the additional mAX unit and power cord and then tap NEXT.

  • Page 24: Get Your Surfboard Max Satellite Online

    Chapter 3: Adding a SURFboard mAX satellite 5. The next screens present satellite placement information you can use to optimize your network's coverage. Either tap CONTINUE to find the best placement for the satellite in your home or tap SKIP if you want to skip to installation.
  • Page 25 Chapter 3: Adding a SURFboard mAX satellite 7. Now, your setup will be finalized. This could take a few minutes. When complete, the CONGRATULATIONS screen displays in your mobile app. Tap CONTINUE. The SURFboard Central command center screen appears providing a layout of the user interface of the app.

  • Page 26: Chapter 4: Surfboard Central Mobile App Features

    Satellite, Get Alexa Skills, get Help, learn more About your mAX versions and the licensing, and view your account Settings. Related information Home (page 27) Network (page 32) Parental Control (page 41) Side Menu (page 47) SURFboard mAX User Guide Standard Revision x.1...

  • Page 27: Home

    To access information about your mAX router or satellite(s), tap Home at the bottom of the SURFboard Central mobile app and then tap the image of the router or satellite to display details about it. SURFboard mAX User Guide Standard Revision x.1...
  • Page 28 Every device currently connected, both wireless and wired. 5.0 GHz Only devices connected wirelessly on the 5.0 GHz band. 2.4 GHz Only devices connected wirelessly on the 2.4 GHz band. SURFboard mAX User Guide Standard Revision x.1...

  • Page 29: Online And Offline Device Details

    Tap the + by each device to expand for more information on that device. Tap the router image on the Home screen and in the Connected Devices section, tap + to expand a device. Tap on the expanded information to display a Device Details screen to SURFboard mAX User Guide Standard Revision x.1...

  • Page 30: Edit Name For Max And Devices

    1. On the router or satellite details screen, tap the + to expand the LED Settings section. 2. Use the slider to choose the brightness of the unit's LED. Move to the left to dim and to the right to brighten. SURFboard mAX User Guide Standard Revision x.1...

  • Page 31: Restart Max

    1. On the router or satellite details page, tap RESTART ROUTER at the bottom of the screen. 2. On the confirmation screen, tap RESTART ROUTER to confirm. Note: If you decide to cancel the action, tap the x in the top-right corner of the confirmation screen. SURFboard mAX User Guide Standard Revision x.1...

  • Page 32: Network

    ▶ Enabling your Guest network: 1. Tap Network at the bottom of the SURFboard Central mobile app. 2. Move the Enable/Disable Guest Network switch to the right to enable the Guest network feature. SURFboard mAX User Guide Standard Revision x.1...
  • Page 33 Note: This does not completely delete your Guest network but suspends the network until you enable it again. Your mAX router will remember your SSID and password and reuse it once you re-enable your Guest network. SURFboard mAX User Guide Standard Revision x.1...

  • Page 34: Network Settings

    Chapter 4: SURFboard Central mobile app features Network settings Although the SURFboard mAX Wi-Fi home network works very well with the default settings, there may be instances where you wish to change some of them. You can access all the settings by tapping NETWORK at the bottom of the SURFboard Central mobile app, add tapping the + to expand Network Settings.
  • Page 35 Enabling IPv6 will allow your mAX router to assign IPv6 addresses to your devices if they support them. CAUTION: When enabling or disabling IPv6 support, your mAX router will reboot and it may take some time for your devices to reconnect. SURFboard mAX User Guide Standard Revision x.1...
  • Page 36 2. Expand Network Settings with the + button. 3. Tap WAN Settings > DNS Configuration. ▶ Automatic DNS configuration: 4. Select the Automatic option. Your mAX router will retrieve DNS information from your ISP. ▶ Static DNS configuration: SURFboard mAX User Guide Standard Revision x.1...
  • Page 37 2. Expand Network Settings with the + button. 3. Tap LAN Settings > LAN Subnet and DHCP Range Configuration. ▶ Configure LAN Subnet: 4. Select a to use for your Home network. Subnet SURFboard mAX User Guide Standard Revision x.1...
  • Page 38 ■ Days ■ Weekly ■ Forever Example: If you want to change the least time to 6 hours, set the to '6' and Lease Time to "Hours". Time Unit 6. Tap SAVE CHANGES. SURFboard mAX User Guide Standard Revision x.1...

  • Page 39: Speed Test

    1. Tap Network at the bottom of the SURFboard Central mobile app and then TEST MY CONNECTION SPEED or tap Speed Test on the Side menu. 2. To start a speed test, tap START TEST below the speed dial. SURFboard mAX User Guide Standard Revision x.1...
  • Page 40 3. While the test is in progress, tap STOP TEST if you want to discontinue testing. 4. Tap VIEW HISTORY to review and compare previous speed tests. The last 20 speed tests are retained in history. SURFboard mAX User Guide Standard Revision x.1...

  • Page 41: Parental Control

    Internet access is allowed and when it is not. Note: Be sure Parental Control is enabled (page 41) before beginning. 1. Tap + Add Profile. SURFboard mAX User Guide Standard Revision x.1...
  • Page 42 You will get an error if you choose a profile name that already exists in your network. Profile names must be unique. 3. Tap CREATE PROFILE. 4. Repeat these steps to create all user profiles. User profiles are listed on the Parental Control screen. SURFboard mAX User Guide Standard Revision x.1...

  • Page 43: Add Devices To User Profile

    Now, the user profile page will show that devices have been added to the profile, as well as the number of devices added. 4. You can tap the + by Associated Devices to see which devices are added to the user profile. SURFboard mAX User Guide Standard Revision x.1...

  • Page 44: Add Time Schedule To User Profile

    3. On the ADD TIME SCHEDULE window, select the days of the week (EVERY DAY or CUSTOM) to disable Internet access for this profile. If you choose CUSTOM, a window will display for you to tap the days of the week to disable Internet access for the profile. SURFboard mAX User Guide Standard Revision x.1...

  • Page 45: Pause Internet Access

    ■ To pause the Internet for all user profiles, on the Parental Control screen, move the slider next to Pause All Profiles to the right. To enable access again, move the slider to the left. SURFboard mAX User Guide Standard Revision x.1...

  • Page 46: Remove A User Profile, Rule, Or Device Association

    A Delete button appears to the right of the profile/rule/associated device. 2. Tap the Delete button to confirm the removal. The profile/rule/associated device will be removed on your SURFboard mAX router. This may take a few moments to complete. SURFboard mAX User Guide Standard Revision x.1...

  • Page 47: Side Menu

    Satellite, Get Alexa Skills, get Help, learn more About the versions and licensing, and view your account Settings. Related information Speed Test (page 39) Adding a SURFboard mAX satellite (page 22) Get Alexa Skills (page 49) Help (page 49) About (page 49) Settings (page 49) SURFboard mAX User Guide Standard Revision x.1...

  • Page 48: Speed Test

    This feature cannot be accessed remotely. Tap Add a New Satellite on the Side menu to add 1 or 2 mAX satellites to your home Wi-Fi network. For more information, see Adding a SURFboard mAX satellite (page 22). SURFboard mAX User Guide Standard Revision x.1...

  • Page 49: Get Alexa Skills

    This is the model number of your SURFboard mAX router. Number In addition, this screen also provides a convenient link to purchase another SURFboard mAX to use as a satellite to further expand the range of your mAX home network. Finally, the VIEW LICENSES button provides relevant safety and regulatory information on handling your mAX router and the radio signals it uses provide your mAX home network.

  • Page 50: Appendix A: Arris Safety, Environment, Regulatory, Software License, Privacy, And Warranty Information

    Appendix A ARRIS Safety, Environment, Regulatory, Software License, Privacy, and Warranty information ■ Safety information ■ Caring for the environment by recycling your ARRIS equipment ■ FCC statements ■ Wireless LAN information ■ Open Source software information ■ Software license ■...
  • Page 51 Appendix A: ARRIS Safety, Environment, Regulatory, Software License, Privacy, and Warranty information ■ 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.

  • Page 52: Caring For The Environment By Recycling Your Arris Equipment

    Appendix A: ARRIS Safety, Environment, Regulatory, Software License, Privacy, and Warranty information ■ 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.

  • Page 53: Fcc Statements

    Appendix A: ARRIS Safety, Environment, Regulatory, Software License, Privacy, and Warranty information 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.

  • Page 54: Avis D'industrie Canada (Ic)

    Appendix A: ARRIS Safety, Environment, Regulatory, Software License, Privacy, and Warranty information ■ This device must accept any interference, including interference that may cause undesiredoperation of the device. CAN ICES-3 (B)/NMB-3 (B) In Canada, RLAN devices are restricted from using the 5600-5650 MHz frequency band.

  • Page 55: Wireless Lan Information

    Appendix A: ARRIS Safety, Environment, Regulatory, Software License, Privacy, and Warranty information Wireless LAN information Note: This applies to devices that provide Wi-Fi capability. This device is a wireless network product that uses Direct Sequence Spread Spectrum (DSSS) and Orthogonal Frequency-Division Multiple Access (OFDMA) radio technologies. The device...

  • Page 56: Open Source Software Information

    Open Source software information For instructions on how to obtain a copy of any source code being made publicly available by ARRIS related to software used in this ARRIS product, you may send your request in writing ARRIS Software Pedigree Operations 2450 Walsh Avenue...
  • Page 57 ARRIS and its third-party licensors. ARRIS retains all rights not expressly licensed under this License.

  • Page 58: Privacy Notice

    Software. For security purposes, activity on the Product may be monitored, but there is no obligation on ARRIS to do so or to take any action even if it does. ARRIS is not responsible for any third-party software provided as a bundled application, or otherwise, with the Software.

  • Page 59: Warranty Information

    (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.
  • Page 60 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 61 One specific tool is Ask ARRIS, which is the Technical Support web portal. You will need to register for this tool using your support contract ID and email address. Ask ARRIS is located at: https://ask.arris.com.
  • Page 62 Corporate Headquarters CommScope · Hickory · North Carolina · 28602 · USA T: 1-828-324-2200 www.commscope.com...

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