SB4101 User Guide High-Speed Access to the Internet 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.
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. Different types of cord sets may be used for connections to the main supply circuit. Use only a main line cord that complies with all applicable product safety requirements of the country of use.
Warning TO PREVENT FIRE OR SHOCK HAZARD, DO NOT EXPOSE THIS APPLIANCE TO RAIN OR MOISTURE. Caution TO PREVENT ELECTRICAL SHOCK, DO NOT USE THIS PLUG WITH AN EXTENSION CORD, RECEPTACLE, OR OTHER OUTLET UNLESS THE BLADES CAN BE FULLY INSERTED TO PREVENT BLADE EXPOSURE. THESE SERVICING INSTRUCTIONS ARE FOR USE BY QUALIFIED PERSONNEL ONLY.
Copyright © 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.
Table of Contents Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Top and Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Rear Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Before You Begin . . . . . . . . . . . . . . . . . . . . . .
Table of Contents (cont’d) Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Problems and Possible Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Removing the SB4101 Device Listing from Windows 98 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Removing the USB Driver from Windows 98 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Introduction Before You Begin Installation Configuration Troubleshooting Legal Just open your browser and surf! Congratulations, you have a new state-of-the-art SB4101 cable modem! This high-speed, upgradeable modem enables you to connect your home or business computer to a DOCSIS-compliant data network. The SB4101 transmits and receives data at much higher speeds than traditional telephone or ISDN modems.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Top and Front Panel The standby button suspends Internet service. The six front-panel lights provide information about power, communications, and errors. 1 2 3 4 5 6 7 Item Description 1 Standby Switch 2 Power LED Receive LED Press this switch to disable the Ethernet and USB ports on the SB4101. No data is transmitted or received. Press this switch again to transmit and receive data.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Top and Front Panel Item Description 5 Online LED 6 Activity 7 Standby When the light is flashing, the SB4101 is scanning for the network configuration server connection. A solid light indicates the network connection is acquired. When the light is flashing, the SB4101 is transmitting or receiving data. When the light is off, the SB4101 is not transmitting or receiving data.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Rear Panel The rear panel provides cabling connectors, status lights, and the power receptacle. 1 Item Description LINK/ACT When the light is on, the Ethernet connection is available. A blinking light indicates data is being transferred. This port is the Ethernet connector that transfers data to and from your computer.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Before You Begin Power cord 10/100Base-T shielded Ethernet cable USB cable SB4101 User Guide CD-ROM Home Print Before you begin the installation, check that you have: Item Description Power cord Required for connecting the SB4101 to the AC electrical outlet. One 10/100Base-T shielded Ethernet cable Required for connecting to the Ethernet port. One USB cable Required for connecting to the USB port.
Introduction Before You Begin You must call your service provider to activate your service. You need to provide the media access control (MAC) address. This address is found on the SB4101 bar code label marked HFC MAC ID on the rear panel. The address format is 00:20:40:xx:xx:xx or 00:04:db:xx:xx:xx. Home Print X Exit Installation Configuration Troubleshooting Legal Precautions n Postpone SB4101 installation until there is no risk of thunderstorm or lightning activity in the area.
Introduction Before You Begin System Requirements Summary n Service Provider n Computer n HTML Browser n Ethernet card or SB4101 CD-ROM containing the USB software Installation Configuration Troubleshooting Legal System Requirements You need the following to use the SB4101 with your computer system: Service Provider You must sign up with a data service provider for access to the Internet and other online services.
Introduction Before You Begin The Ethernet card must be installed before the SB4101. If it isn't, follow the installation instructions that came with your Ethernet card. Installation Configuration Troubleshooting Legal System Requirements HTML Browser Any standard HTML (web) browser works with the SB4101. Ethernet Card or SB4101 CD-ROM Containing the USB Software Any standard 10/100Base-T Ethernet card operates with the SB4101. This is not needed if connecting to the USB port.
Introduction Before You Begin Avoid damaging the SB4101 or your PC with static electricity.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Cabling and Startup for a Single User You must allow 5 to 30 minutes to power up the first time because the SB4101 must find and lock on the appropriate channels for communications. Ethernet OUT USB To Ethernet or USB To cable outlet 1 Be sure that your computer is on and the SB4101 is unplugged. 2 Connect the coaxial TV cable to the cable outlet or splitter and the other end to the SB4101 connector marked CABLE.
Introduction Before You Begin To turn on your SB4101, simply plug it in. It is not necessary to unplug it when not in use. Installation Home Print Troubleshooting Legal Cabling and Startup for a Single User 5 X Exit Configuration Check that the lights on the front of the SB4101 cycle through the following sequence: n Power flashes during a self-test. When the self-test is successfully complete, the light is solid green. n Receive flashes while the SB4101 scans for the receive channel.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Cabling and Startup for a Single User 6 Connect your computer to the SB4101 using one of the following methods: USB Connect the USB cable to the SB4101 port marked USB and the other end to the USB port on the back of your computer. For Windows 98 USB users, go to the next page. For Windows 2000 and Windows Me USB users, go to page 18.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 98 After plugging in the USB connector, the window on the left is displayed. 1 Home Print X Exit Click Next.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 98 2 Be sure the text that reads “Search for the best driver for your device” is selected as displayed in the upper window on the left. Then, click Next, and the lower window on the left is displayed showing a location. If your computer successfully locates the driver, proceed to step 4.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 98 If your computer does not locate the driver, the previous window is displayed again. You should select “specify a location” and type in the location of your CD-ROM drive as shown in the upper window. Home Print X Exit 3 Click Next. 4 Select “The updated driver . . .“ and then click Next.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 98 5 After the window on the left is displayed, click Next. At this point, Windows 98 may need additional system files loaded to complete the installation. These files are located on your Windows 98 CD-ROM. 6 Home Print X Exit Be sure your Windows 98 CD-ROM is in the CD-ROM Drive and click OK to install System Files.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 98 7 After all of the necessary Windows 98 files have been loaded, the upper window on the left is displayed confirming a successful installation. 8 Click Finish and the lower window is displayed. 9 Click Yes to restart your computer. Refer to “Verifying Your IP Address in Windows 95, 98, and Me” on page 30 to verify your TCP/IP setup.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 2000 and Windows Me 1 After making the USB connection, the Found New Hardware window is displayed. The SB4101 uses the same driver as the SB4100.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 2000 and Windows Me Home Print X Exit 2 After several seconds, the Hardware Wizard window is displayed. 3 Click Next, and the lower window is displayed. 4 Be sure that the text that reads “Search for a suitable driver for my device” is selected and click Next.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 2000 and Windows Me Home Print X Exit 5 Be sure that the CD-ROM drive’s box is the only one checked as illustrated in the upper window. Click Next, and the lower window is displayed. 6 Click Next.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 2000 and Windows Me Home Print X Exit 7 On the Insert Disk window, D:\ represents the CD-ROM drive. If D:\ is not the CD-ROM drive on your computer, enter the drive letter for your CD-ROM drive. 8 Click OK and the lower window on the left is displayed. 9 Select Browse and then locate a file called Net4101.sys. This file is located on the Motorola SB4101 CD-ROM root directory.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Setting Up a USB Driver in Windows 2000 and Windows Me 10 On the Files Needed window, click OK and the Found New Hardware Wizard window is displayed. 11 Click Finish to complete the installation. If you have any difficulties with the installation process, please follow the instructions for removing the SB4101 USB device from a Windows 2000 or Windows Me computer that begin on page 42.
Introduction Before You Begin The SB4101 contains all necessary software. You don't need to configure the SB4101, but you must configure your computer for TCP/IP (software protocol developed for communication between computers) and check for an IP address. Your service provider may provide additional instructions for setting up your computer.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Configuring for TCP/IP in Windows 95, 98, and ME Home Print X Exit 7 Double-click the Protocol option on Select Network Component Type window. 8 Click Microsoft in the Manufacturers section and then click TCP/IP in the Network Protocol section of Select Network Protocol window. 9 Click OK.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Configuring for TCP/IP in Windows 95, 98 and Me 10 Click TCP/IP on the Network window. If you have more than one TCP/IP entry, choose the one associated with the Ethernet card or USB device connected to the SB4101. 11 Click Properties. 12 Select the IP Address tab on the TCP/IP window. 13 Click Obtain an IP address automatically. 14 Click OK to accept the TCP/IP settings. 15 Click OK to close the Network window.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Configuring for TCP/IP in Windows 2000 The following basic instructions are for Windows 2000 users. Windows 95, 98, and Me instructions begin on page 23. If you are using a different operating system, refer to your user guide. Home Print X Exit 1 On the Windows Desktop, click Start. 2 Select Settings and then Control Panel from the pop-up menus.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Configuring for TCP/IP in Windows 2000 Home Print X Exit 5 Click Properties and information similar to that shown in the lower window is displayed. 6 If Internet Protocol (TCP/IP) is displayed in the list of network components, TCP/IP is installed and you can proceed to step 10. If TCP/IP is not displayed on the list, continue with step 7 by clicking Install.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Configuring for TCP/IP in Windows 2000 Home Print X Exit 7 Click Protocol on the Select Network Component Type window and then click ADD. The Select Network Protocol window is displayed similar to the example on the lower left of this page. 8 Click Internet Protocol (TCP/IP) in the Network Protocol section of Select Network Protocol window.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Configuring for TCP/IP in Windows 2000 10 On the Local Area Connection # Properties window, make sure a check mark is in the box next to Internet Protocol (TCP/IP). Click Properties. The Internet Protocol (TCP/IP) Properties windows is displayed as shown on the lower left of this page. Make sure that “Obtain IP address automatically” and “Obtain DNS server address automatically” are selected.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Verifying Your IP Address in Windows 95, 98, and Me The following basic instructions are for Windows 95, 98, and Me. The instructions for verifying your IP address for Windows 2000 are found on the next page. For any other operating system, please refer to your specific operating system guide for IP address verification.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Verifying Your IP Address in Windows 2000 The following basic instructions are for Windows 2000. The instructions for verifying your IP address for Windows 95, and Me are found on the previous page. For any other operating system, please refer to your specific operating system guide for IP address verification. To check the IP address: Home Print X Exit 1 On the Windows Desktop, click Start. 2 Select Run.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Verifying Your IP Address in Windows 2000 Improper connections between your PC and the SB4101 and cable network problems are indicated when you receive an Autoconfiguration IP Address. An example is displayed on the upper left of this page. Check your cabling and whether you can see your regular cable-TV channels on your television.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Cabling for Multiple Users Service provider Your service provider must configure your modem for multiple user service. Contact your service provider for availability and instructions. TV cable SB4101 The SB4101 supports many multiple user configurations. It can easily serve as a gateway to the Internet for up to 32 users.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Cabling for Multiple Users Service provider Multiple user configurations can include Ethernet and USB connections. TV cable Ethernet and USB SB4101 USB Ethernet Computer For two users on individual computers, connect the USB and Ethernet ports directly to the SB4101.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Troubleshooting This information helps you solve a problem quickly. Before calling your service provider, try pressing the reset button on the rear panel. Resetting the SB4101 may take 5 to 30 minutes. Your service provider may need to know the status of the front-panel lights.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Troubleshooting Problem Possible Solutions Cannot send or receive data n Check the lights on the front panel. Note the first light from top to bottom that is off. This light indicates where the error occurred. If the first light that is off is: Light Turns off under the following error condition(s): Receive During startup, the receive channel is not acquired. During normal operation, the receive channel is lost.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Troubleshooting Problem Possible Solutions Cannot send or receive data (cont’d) n Check the coaxial cable at the modem and wall outlet and hand-tighten if necessary. n Check the IP address (follow the steps in Verifying Your IP Address on page 30); call your service provider if you need an IP address. n Check that the USB or Ethernet cable is attached at the modem and your computer.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the SB4101 Device Listing from Windows 98 1 On your Windows Desktop, right click the Network Neighborhood icon and select Properties. The Network window is displayed. 2 Highlight the text that reads “Motorola SurfBoard USB Cable Modem SB4101,” as illustrated in the lower window. This procedure does not remove the USB driver from your system, it only removes the device listing from your system.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the SB4101 Device Listing from Windows 98 Home Print X Exit 3 Click Remove and the Network Dialogue window no longer shows the “Motorola SurfBoard USB Cable Modem” in the list. 4 Click OK, and the System Settings Change window is displayed. 5 Click No.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the USB Driver from Windows 98 You now need to start Windows Explorer. Start Explorer by clicking Start and then selecting Run. In the Run window, type explorer and then click OK. The Exploring window is displayed as shown on the left. 1 Be sure that the USB cable has been removed from your PC or SB4101 cable modem. 2 Select your CD-ROM drive.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the USB Driver from Windows 98 The SB4101 USB Driver Removal windows are displayed on this page. 3 Click Remove Driver. 4 The removal of the SB4101 USB is now complete. You may get various messages in this step, depending on the previous installation. The status messages you receive are informational only.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the SB4101 Device Listing from Windows 2000 and Windows Me 1 From your Windows 2000 or Windows Me desktop, click Start. 2 Click Settings. 3 Click the Control Panel icon and the window on the left is displayed. 4 Double-click the Add/Remove Hardware icon. This action starts the Add/Remove Hardware Wizard as illustrated in the upper window on the next page.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the SB4101 Device Listing from Windows 2000 and Windows Me Home Print X Exit 5 Click Next to continue, and the lower window on the left is displayed. 6 Select Uninstall/Unplug a device and click Next.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the SB4101 Device Listing from Windows 2000 and Windows Me 7 On the upper window, select Uninstall a device and click Next. 8 If you unplugged the USB cable from the SB4101 (and saw the “Unsafe Removal of a Device” window), then the SB4101 will probably not be listed as illustrated in the lower window. If the device is not listed, then click Cancel. If it is listed, highlight the SB4101 and click Next.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the SB4101 Device Listing from Windows 2000 and Windows Me 9 On the upper window on the left, select “Yes, I want to uninstall this device” and click Next. 10 On the lower window, click Finish. 11 Close the Control Panel Window.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the USB Driver from Windows 2000 and Windows Me 1 Start Windows Explorer. Click Start and then select Run. 2 In the Run window, type explorer and then click OK. 3 Double-click My Computer. 4 Double-click on the Motorola (D:) CD Icon. 5 Double-click the REMOVE OUT USB Icon, as illustrated in the window on the left. The SB4101 uses the same driver as the SB4100.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Removing the USB Driver from Windows 2000 and Windows Me 6 The window on the left is displayed. Be sure that the USB Cable Modem is disconnected. Click Remove Driver. Depending upon how the device was removed early on in the process, all of the files may not be shown as Successfully Removed and some of the files may be displayed as Not Found.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Contact Us For technical support of your cable modem, call Motorola: 1-877-466-8646 (USA only). For questions about your Internet service or connection, call your cable service provider. For Motorola consumer cable products, education, and support: http://www.motorola.com/broadband For Motorola cable modem sales, customer service, technical support, and warranty claims, call toll-free: 1-877-466-8646 (USA only).
Introduction Before You Begin Installation Configuration Troubleshooting 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 Before You Begin Installation Configuration Troubleshooting Legal Glossary 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. Most PCs today include a PCI bus in addition to a more general ISA expansion bus. Splitter A splitter is a device that divides the signal power from an input cable equally between two or more signals, each carrying a selected frequency range.
Introduction Before You Begin Installation Configuration Troubleshooting 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 Before You Begin Installation Configuration Troubleshooting Legal FAQs 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 SB4101 cable modem is DOCSIS compliant. Q If I have a cable modem, can I still use my old 28.
Introduction Before You Begin Installation Configuration Troubleshooting Legal FAQs Q Do I need to subscribe to cable TV to get cable Internet access? A No, but you will need to subscribe to cable Internet service. Some systems require that you subscribe to basic service before you can get Internet access and/or offer a discount when you use your own cable modem. Check with your local cable company for specific information.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Software License MOTOROLA SOFTWARE (U.S.A. and Canada) MOTOROLA, INC. Broadband Communications Sector Cable Modem Division 101 Tournament Drive Horsham, PA 19044 IMPORTANT: PLEASE READ THIS SOFTWARE LICENSE (“LICENSE”) CAREFULLY BEFORE YOU INSTALL, DOWNLOAD OR USE ANY APPLICATION AND/OR USB DRIVER SOFTWARE AND RELATED DOCUMENTATION PROVIDED WITH MOTOROLA'S CABLE MODEM PRODUCT (THE “CABLE MODEM”).
Introduction Before You Begin Installation Configuration Troubleshooting Legal Software License The Software includes associated media, any printed materials, and any “on-line” or electronic documentation. Software provided by third parties may be subject to separate end-user license agreements from the manufacturers of such Software. The Software is never sold. Motorola licenses the Software to the original customer and to any subsequent licensee for personal use only on the terms of this License.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Software License You may not: (1) Loan, distribute, rent, lease, give, sublicense or otherwise transfer the Software, in whole or in part, to any other person, except as permitted under the TRANSFER paragraph above. (2) Copy or translate the User Guide included with the Software, other than for personal use.
Introduction Before You Begin Installation Configuration Troubleshooting Legal Software License Title to this Software, including the ownership of all copyrights, mask work rights, patents, trademarks and all other intellectual property rights subsisting in the foregoing, and all adaptations to and modifications of the foregoing shall at all times remain with Motorola and its 3rd party licensors. Motorola retains all rights not expressly licensed under this License.
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