SURFboard® SBG6950AC2, SBG7400AC2 DOCSIS 3.0 Wireless Gateways with ARRIS Secure Home Internet by McAfee® User Guide June 2017 Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
ARRIS Copyrights and Trademarks © 2017 ARRIS Enterprises, LLC. 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 ARRIS Enterprises, LLC (“ARRIS”). ARRIS reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of ARRIS to provide notification of such revision or change.
Table of Contents 1. Safety and Regulatory Information .......................................................................... 5 Important Safety Instructions............................................................................................ 5 FCC Statements.................................................................................................................. 7 Wireless LAN Information..................................................................................................
Change Your Wi-Fi Network Name (SSID) ....................................................................... 40 8. Protecting & Monitoring Your Wi-Fi Network ........................................................ 43 Prevent Unauthorized Access .......................................................................................... 43 Change the Default User Password ................................................................................. 43 Set Up Firewall Protection .........................
Chapter 1 Safety and Regulatory Information 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.
Chapter 1: Safety and Regulatory Information 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.
Chapter 1: Safety and Regulatory Information 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.
Chapter 1: Safety and Regulatory Information 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. Wireless LAN Information Note: This applies to devices that provide Wi-Fi capability.
Chapter 1: Safety and Regulatory Information Security Warning: This device allows you to create a wireless network. Wireless network connections may be accessible by unauthorized users. For more information on how to protect your network, see Protecting & Monitoring Your Wi-Fi Network (page 44) in this guide for more information or visit the ARRIS Support website at www.arris.com/selfhelp.
Chapter 2 Getting Started Introduction Welcome to the next generation of the ultra-high-speed DOCSIS 3.0 ARRIS SURFboard® wireless gateways, SBG6950AC2 and SBG7400AC2, with the new ARRIS Secure Home Internet by McAfee App. This app provides security, Internet access, and Parental Control management for all of the connected devices (e.g., smartphones, tablets, computers, Smart TVs, gaming consoles, etc.) on your home network.
Chapter 2: Getting Started Item Description Power Adapter Power adapter for an electrical wall outlet connection Ethernet Cable Standard Category 5e (CAT5e) or higher network cable Software License & Warranty Card Contains safety and regulatory information, software license, and warranty for your wireless gateway. Support Information Card Provides contact information for obtaining technical support assistance with any issues you may have with your wireless gateway.
Chapter 2: Getting Started 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.1 SURFboard SBG6950AC2 & SBG7400AC2 Wireless Gateway User Guide Copyright 2017 ARRIS Enterprises, LLC. All rights reserved.
Chapter 3 Product Overview Front Panel Figure 1: SBG6950AC2 & SBG7400AC2 Front Views Table 2. Wireless Gateway Front Panel LED Icons LED Icon Blinking On (Solid) Not applicable – icon does not blink. Power is properly connected. Scanning for upstream (send) and downstream (receive) channel connections. Upstream (Send) and Downstream (Receive) channels are connected. Scanning for an Internet connection. Gateway is connected to the network. PN 365-095-31684 x.
Chapter 3: Product Overview LED Icon Blinking On (Solid) Wi-Fi enabled with encrypted or unencrypted wireless data activity. Any of the following applies: 2.4 GHz wireless connection is made between your wireless gateway and a Wi-Fi enabled device on your home network; for example, Wi-Fi telephone, tablet, or laptop. The WPS Pairing process between your wireless gateway and the WPS-enabled device was successful. The WPS Pairing process either failed or did not complete after two minutes.
Chapter 3: Product Overview Rear Panel Figure 2: Table 3. Wireless Gateway Rear View Wireless Gateway Rear Panel Ports & Connectors Port Name Reset Button Description Recessed button located on the rear panel of your wireless gateway can be used to either reboot your gateway or reset your gateway configuration settings. To reboot (or restart) your wireless gateway: 1.
Chapter 3: Product Overview Port Name Description Reset Button (Continued) WARNING! Resetting the gateway configuration settings to the factory defaults will also delete your custom gateway configuration, including your user password, Wi-Fi network name (SSID), and other configuration settings. You should first back up your gateway configuration files before resetting your wireless gateway. See Back Up Your Gateway Configuration (page 55) for more information.
Chapter 3: Product Overview Gateway Label Figure 3: Sample SBG6950AC2 & SBG7400AC2 Labels The gateway label is located on the bottom of your wireless gateway. It contains the gateway information that you may need when contacting your service provider or ARRIS Technical Support (page 12). To receive Internet service, contact your service provider for assistance.
Chapter 4 Installing the Gateway 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 Your Wireless Gateway and Computer Before installing your wireless gateway: Check with your service provider (or local cable company) to ensure broadband cable service is available in your area.
Chapter 4: Installing the Gateway Figure 4: Wireless Gateway 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 your wireless gateway. Use your hand to tighten the connectors to avoid damaging them. 3. Connect the Ethernet cable to an available Ethernet port on the rear of your wireless gateway. 4.
Chapter 4: Installing the Gateway 2. Contact your service provider to activate (provision) your wireless gateway. You may have to provide the HFC MAC ID listed on the gateway label. Note: Your service provider may allow for automatic activation, which will automatically launch their own special website on your computer when you open a web browser. 3. After your wireless gateway is provisioned (or activated), open a web browser (such as Internet Explorer, Google Chrome, Firefox, or Safari) on your computer.
Chapter 5 Setting Up a Wi-Fi Network Connection ARRIS recommends that you first verify that your computer (or laptop) can access the Internet using a wired Ethernet connection before configuring your Wi-Fi network. You must currently have access to an Internet service in your home before you can set up a Wi-Fi network connection. If you do not have Internet service already set up in your home, contact a broadband service provider of your choice for assistance.
Chapter 5: Setting Up a Wi-Fi Network Connection Figure 6: ARRIS SURFboard Manager Installation for Apple (iOS) Devices 3. Click Install. Note: After the installation is finished, the application icon will appear on your mobile device Apps or home screen. 4. Tap Open and then tap OK. The Thank You screen will display. 5. Tap CONTINUE and then choose one of the following: Tap Please Scan the QR Label to scan the QR code on your gateway label. Tap SKIP to search for available Wi-Fi networks.
Chapter 5: Setting Up a Wi-Fi Network Connection 8. Enter the network password to log on. Tap the Show Password selection box to display your password to confirm that you entered it correctly. 9. Tap CONTINUE to connect to your Wi-Fi network. Set Up a Wi-Fi Network Connection Using Your Client Device Note: You will need the Wi-Fi Network Name (SSID) and Wi-Fi Security Key (Network Password) to connect your client devices to your home network.
Chapter 5: Setting Up a Wi-Fi Network Connection d. Click OK. Apple Mobile Device From the Home screen on your client device: a. Select Settings to open the Wi-Fi screen. b. Select Wi-Fi to turn it ON. Your device will automatically start searching and then list the available Wi-Fi networks. c. Select the Wi-Fi network name (SSID) for your home network from the list to connect it. If your Wi-Fi connection is successful, will display next to the Wi-Fi network name.
Chapter 5: Setting Up a Wi-Fi Network Connection 2. Locate and left-click on the wireless gateway Wi-Fi network name or SSID (for example, ARRIS-####) for your wireless gateway from the list of available Wi-Fi networks. The default SSID is located on the gateway label on the bottom of your wireless gateway. Note: You must use the default SSID listed on the gateway label when installing the gateway and setting up your first Wi-Fi network connection.
Chapter 5: Setting Up a Wi-Fi Network Connection 5. Enter the Network Security Key (your Wi-Fi network password) in the field. Note: You can use the default Wi-Fi Security Key code listed on the Gateway label or enter your own personal Wi-Fi network password. See Prevent Unauthorized Access (page 44) for more information on creating user passwords. If you have already changed your Wi-Fi network password using the gateway Web Manager, enter that password in the Security key field.
Chapter 5: Setting Up a Wi-Fi Network Connection Figure 13: Control Panel-Network and Sharing Center Window 3. Click Manage wireless networks under Control Panel Home side panel to open the Manage Wireless Networks window. 4. Click Add to open the Manually Connect to a Wireless Network window. Figure 14: Manually Connect to a Wireless Network Window 5. Click Manually create a network profile to open another Manually Connect to a Wireless Network window. PN 365-095-31684 x.
Chapter 5: Setting Up a Wi-Fi Network Connection Figure 15: Manually Connect to a Wireless Network Window 6. Enter the gateway Wi-Fi network name or SSID (ARRIS-####) for your wireless gateway in the Network name field. The default SSID is listed on the gateway label on the bottom of your wireless gateway. Note: You have the option to change your Wi-Fi network name or SSID after setting up your Wi-Fi network connection.
Chapter 5: Setting Up a Wi-Fi Network Connection 10. Select Hide characters checkbox to prevent your Security Key (network password) from displaying in the field. 11. Select Start this connection automatically so that your Wi-Fi devices will automatically connect to your Wi-Fi network when they are powered on. 12. Click Next to complete the Wi-Fi network setup. The Successfully added message for your new Wi-Fi network should appear. 13. Click Close to exit.
Chapter 6 Using the Gateway Web Manager Use the gateway Web Manager to view and monitor the network configuration settings and operational status of your wireless gateway. You can also configure your network connections and Wi-Fi security settings. See Protecting & Monitoring Your Wi-Fi Network (page 43) for more information. Note: If you did not purchase your wireless gateway from a retail store, you may notice a few blocked configuration settings in the gateway Web Manager that cannot be modified.
Chapter 6: Using the Gateway Web Manager Figure 16: Wireless Gateway Login Screen 3. Type the following default user name and password. Both entries are case-sensitive. User Name: admin Password: password Note: You must enter the default user name and password if you are logging in to the gateway Web Manager for the first time. Figure 17: Gateway Login Screen 4. Click Apply to open the gateway Web Manager. The Alerts!! Message box displays. PN 365-095-31684 x.
Chapter 6: Using the Gateway Web Manager Figure 18: Gateway Opening Alerts Screen Note: For Parental Control, download the ARRIS Secure Home Internet by McAfee App to set it up on your home network using your Apple or Android mobile device. This app is available as a free download from the App Store or Google Play. For more information, please refer to the ARRIS Secure Home Internet User Guide available online at www.arris.com/selfhelp.
Chapter 6: Using the Gateway Web Manager 6. Enter your current password in the Old Password field. 7. Enter your new password in the New Password field. Note: Remember that passwords are case-sensitive and that you can use any combination of the following letters, numbers and special characters: Letters: A through Z (uppercase and lowercase) Numbers: 0 to 9 Special characters: ! @ # $ % & * 8. Enter your new password again in the Repeat New Password field. 9. Click Apply to update your password.
Chapter 6: Using the Gateway Web Manager Menu Option Function USB Displays the current storage status of your USB device. Utilities Provides general information to help you set up your home network. Extender Configures your wireless SURFboard network extenders. HSD Displays the gateway product information including network connection status, hardware and software versions, and event log.
Chapter 6: Using the Gateway Web Manager 3. Type the following default user name and password or your new password. Both entries are case-sensitive. User Name: admin Password: password 4. Click Apply to open the gateway Web Manager. 5. Click the Utilities menu button on the gateway Web Manager menu bar. 6. Click Language from the Utilities submenu options. Figure 22: Gateway Language Screen 7. Select the language from the Language drop-down list. 8. Click Apply.
Chapter 6: Using the Gateway Web Manager Figure 23: Wireless Gateway Field Level Help Exit the Gateway Web Manager To log out and close the gateway Web Manager: Click Logout button located above the gateway Web Manager menu bar. Figure 24: Gateway Web Manager Logout Button PN 365-095-31684 x.1 SURFboard SBG6950AC2 & SBG7400AC2 Wireless Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
Chapter 7 Configuring Your Wi-Fi Network Set Up Your Wi-Fi Network 1. Open a web browser and log onto your wireless gateway to open the gateway Web Manager. See Start the Gateway Web Manager (page 31) for more information, if necessary. 2. Click the Wireless 2.4 GHz or Wireless 5 GHz main menu button on the gateway Web Manager menu bar. Choose the Wi-Fi frequency range that you want to set up for your Wi-Fi network. 3. Click BASIC from the Wireless submenu option you are setting up. Figure 25: Gateway 2.
Chapter 7: Configuring Your Wi-Fi Network Figure 26: Gateway 5 GHz Wireless Network Screen 4. Select the Enable Wireless checkbox to turn ON Wi-Fi networking on your home network. - or Deselect the Enable Wireless checkbox to turn OFF Wi-Fi networking on your home network. 5.
Chapter 7: Configuring Your Wi-Fi Network Note: When Broadcast Network Name (SSID) is enabled, your SSID is visible and also available to unauthorized Wi-Fi clients that are within range to connect to your home network. 7. Select High, Medium, or Low for the Tx (Transmit) Power level of the Wi-Fi radio. 8. Select a channel number (Auto, 1 thru 11) from the Channel drop-down list to set the Communications channel for your wireless gateway. Note: For 2.
Chapter 7: Configuring Your Wi-Fi Network WEP (64/128) (poor security): Wired Equivalent Privacy WPA/WPA2-PSK (TKIP/AES) (most compatible): Wi-Fi Protected Access version 2 with Pre-Shared Key (most compatible) WPA2-PSK (AES) (recommended): Wi-Fi Protected Access version 2 with Pre-Shared Key 13. Enter a string of either ASCII characters or hexadecimal numbers (0 through 9, A thru F) in the Pre-Shared Key field to create your WPA Pre-Shared key.
Chapter 7: Configuring Your Wi-Fi Network Figure 27: Gateway 2.4 GHz Wireless Screen-Change SSID Figure 28: Change Your 5 GHz Network Name (SSID) and Password Screen 4. Check that the Enable Wireless checkbox is selected. This turns ON Wi-Fi networking on your home network. 5. Delete the current network name in the Network Name (SSID) field and then enter a new name of your choice for your Wi-Fi network. The network name can contain any combination of up to 32 alphanumeric characters. 6.
Chapter 7: Configuring Your Wi-Fi Network 7. Click Apply at the bottom of the screen, when you are finished. 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.1 SURFboard SBG6950AC2 & SBG7400AC2 Wireless Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC. All rights reserved.
Chapter 8 Protecting & Monitoring Your Wi-Fi Network After you have successfully connected your wireless gateway and Wi-Fi devices, you should configure your wireless gateway to protect your Wi-Fi network from unwanted and unauthorized access by any Wi-Fi network devices that are within range of your Wi-Fi network.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network Figure 29: Wireless Gateway Login Settings Screen 3. Enter your current password in the Old Password field. 4. Enter your new password in the New Password field. Note: Remember that passwords are case-sensitive and that you can use any combination of the following letters, numbers and special characters: Letters: A through Z (uppercase and lowercase) Numbers: 0 to 9 Special characters: ! @ # $ % & * 5.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network Figure 30: Wireless Gateway Firewall Settings Screen Set Up Firewall Protection You can set up firewall filters to protect your computer and other network devices on your home network from hackers, viruses, and other attacks from the Internet. To set the firewall protection level: 1. From any gateway Web Manager screen, click the Firewall main menu button on the gateway Web Manager menu bar. PN 365-095-31684 x.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network 2. Click FIREWALL SETTINGS from the Firewall submenu options list to display the Firewall Settings screen (see Figure 31). 3. Select the Enable Firewall checkbox to turn ON firewall protection on your home network. - or – Deselect the Enable Firewall checkbox to turn OFF firewall protection on your home network.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network 4. Select or deselect any of the following to set up firewall protection on your home network: Firewall Enable/Disable DoS Attack Protection Block Pings IPSec Pass Through PPTP Pass Through L2TP Pass Through Block Fragmented IP Packets 5. Click Apply, when you are finished. Set Up Parental Controls l Note: Parental Controls in the gateway Web Manager is disabled.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network Figure 33: Set Up Client IP Filters Screen 3. Click Add button to open the Add Client IP Filter dialog. Figure 34: Add Client IP Filter Screen 4. Enter the starting and ending Client IP addresses for the range you are setting up in the Client IP Address field. 5. Enter the range of port numbers for the Port Filter range in the Port fields. 6. Select UDP, TCP, or UDP and TCP for the Port Filter type in the Type drop-down list. 7.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network Set Up MAC Address Filtering MAC filtering allows you to define up to twenty Media Access Control (MAC) address filters to prevent computers from sending outgoing TCP/UDP traffic to the WAN via their MAC addresses. This is useful because the MAC address of a specific NIC card never changes, unlike its IP address, which can be assigned via the DHCP server or hard-coded to various addresses over time. To configure MAC Address filters: 1.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network 5. 6. 7. 8. Enter the least significant byte of the starting IP address in the MAC Address field. Click Add MAC Address. Repeat steps 3 thru 6 for each MAC address that you want to add. Click Apply, when done. Set Up Port Triggers You can use Port Triggers to configure dynamic triggers to specific devices on your LAN. This allows special applications that require specific port numbers with bi-directional traffic to function properly.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network 4. Enter a name or description for the Port Trigger in the Description field. 5. Enter the starting and ending port numbers of the Port Trigger range in the Outbound Port fields. 6. Select TCP, UDP, or BOTH for the Port Trigger from the Format drop-down list. 7. Enter the starting and ending port numbers of the Port Trigger range in the Inbound Port fields. 8. Click Add Port Trigger to create your port triggers. 9.
Chapter 8: Protecting & Monitoring Your Wi-Fi Network Note: Remember to reset the IP address back to 0 (zero) to close all the ports when you are finished with the needed application. If you do not reset the IP address, that computer will be exposed to the public Internet. Note: To disable the DMZ Host, deselect (uncheck) the Enable DMZ checkbox and then click Apply. PN 365-095-31684 x.1 SURFboard SBG6950AC2 & SBG7400AC2 Wireless Gateway User Guide Copyright 2017, ARRIS Enterprises, LLC.
Chapter 9 Managing Your Gateway and Connected Networks Use the gateway Web Manager to view and monitor the network configuration settings and operational status of your gateway. You can also configure your network connections and wireless security settings. See Protecting & Monitoring Your Wi-Fi Network (page 43) for more information.
Chapter 9: Managing Your Gateway and Connected Networks Figure 41: Gateway Device Status Screen View the Gateway Product and Status Information The System Information screen displays general product information, including the software (or firmware) version and the current network connection status of the gateway. To open the System Information page: 1. From any gateway Web Manager screen, click the Utilities main menu button on the gateway Web Manager menu bar. 2.
Chapter 9: Managing Your Gateway and Connected Networks Figure 43: Gateway Status – System Information Screen (2 of 2) Back Up Your Gateway Configuration You can save a backup copy of the current gateway configuration settings to your local computer. You can use the backup file to restore your custom gateway settings in the event that you made changes that you no longer want. Caution: ARRIS recommends that you perform the gateway configuration backup using the gateway default login user name and password.
Chapter 9: Managing Your Gateway and Connected Networks 3. Click Save. 4. Click OK at the This may take a few minutes. Continue? prompt to save your gateway configuration settings. Restore the Gateway Configuration Settings WARNING! This action will delete your current gateway configuration settings and allow you to restore a previously saved gateway configuration.
Chapter 9: Managing Your Gateway and Connected Networks Figure 45: Sample Selected Gateway Config File Screen 7. Click Restore Chosen File. The gateway will automatically reboot. Reset the Gateway Configuration Settings WARNING! This process also deletes any custom gateway configurations you may have already created. ARRIS recommends that you create a backup copy of your configuration before resetting your gateway. See Back Up Your Gateway Configuration (page 55) for more information.
Chapter 9: Managing Your Gateway and Connected Networks 3. Click Factory Defaults button. The following message displays: Figure 47: Reset Gateway Configuration Warning Message 4. Click OK to reset your current gateway configuration to the factory default configuration. or Click Cancel to close the message box. Exit the Gateway Web Manager To log out and close the gateway Web Manager: Click Logout button located on the gateway Web Manager menu bar.
Chapter 10 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 gateway front panel LEDs, see Front Panel LED Icons and Error Conditions (page 60) for more information. You may have to reset the gateway configuration to its original factory settings if the gateway is not functioning properly.
Chapter 10: Troubleshooting Tips Gateway Problem Cannot Access the Internet Possible Solution Wi-Fi Devices Cannot Send or Receive Data Check that all cable and power connections on your gateway and computer are properly connected. Check that the Power, Online, and Wireless LED icons on the front panel are lit up solid. Contact your service provider for assistance.
Chapter 11 Warranty Information SURFboard Wireless Gateways - SBG6450AC2 and SBG7400AC2 ARRIS Enterprises, LLC ("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 defect
Chapter 11: Warranty Information 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.
Corporate Headquarters ARRIS · Suwanee · Georgia · 30024 · USA T: 1-678-473-2000 F: 1-678-473-8470 www.arris.
