CM500 High Speed Cable Modem User Manual
Contents
1. CM500 High Speed Cable Modem Cannot Log In to the Cable Modem If you cannot access the cable modem from computer that is connected to the cable modem or to a router that is connected the cable modem check the following lf your computer is connected to the cable modem with an Ethernet cable check the connection Make sure that your computer s IP address is on the same subnet as the cable modem The IP address of your computer must be in the range of 192 168 100 2 to 192 168 100 254 Make sure that Java JavaScript or ActiveX is enabled in your browser If you are using Internet Explorer click the Refresh button to make sure that the Java applet is loaded Try quitting the browser and launching it again Make sure that you are using the correct login information The cable modem user name admin is lowercase Caps Lock is off The default password is password If the cable modem does not save changes you made do the following When entering configuration settings be sure to click the Apply button before moving to another screen or your changes are lost Click the Refresh or Reload button in the web browser The changes occurred but the web browser might be caching the old configuration Troubleshoot the Cable Internet Connection If your cable modem cannot access the Internet but the Internet LED lights green is make sure that the cable MAC address or device MAC address of your cable modem is registered with Comcast Xfinity2. see Set Up Your Internet Service with Comcast Xfinity on page 10 Troubleshooting 24 Technical Specifications The following table lists the technical specifications for the cable modem Table 3 Technical specifications Specification Power adapter e Input 110 120V 47 60 Hz e Output 12 VDC 1 5A Physical specifications Dimensions W x D x H 2 4 x 4 9 x 7 3 in 60 x 124 x 185 mm Weight 0 62 Ib 0 28 kg Environmental Operating temperature 32 to 104 F 0 to 40 C Operating humidity 90 maximum relative humidity noncondensing Interface e Local 10 100 1000 RJ 45 Gigabit Ethernet port e Internet Coaxial cable connector DOCSIS 3 0 backward compatible with DOCSIS 2 0 Memory e 8 MB Flash e 128 MB RAM Channels e 16 bonded downstream e 4 bonded upstream Certifications e CableLabs certified for U S cable Internet services 25
3. C3127T00 S0 Firmware Version 1 01 02 Cable Modem Serial i Number BTA049730003E CM Certificate installed CM MAC 6c b ce d4 00 21 Factory reset Manage and Monitor 17 CM500 High Speed Cable Modem 5 Click the Reboot button A confirmation message displays 6 Click the OK button The cable modem reboots Reset the Cable Modem to Factory Default Settings To reset the cable modem to factory default settings you can use either the Reset button on the back panel of the cable modem or the Factory reset software button However if you changed the default password to access the cable modem and lost the password you must use the Reset button on the back panel After you reset the cable modem to factory default settings the user name is admin the password is password The LAN IP address is always 192 168 100 1 You cannot change this LAN IP address Use the Reset Button on the Back Panel CAUTION This process erases all settings that you configured in the cable modem gt To reset the cable modem to factory default settings 1 On the back of the cable modem locate the Reset button Reset button Manage and Monitor 18 gt CM500 High Speed Cable Modem 2 Using a straightened paper clip press and hold the Reset button for about seven seconds until all LEDs blink 3 Release the Reset button The configuration is reset to factory default settings When the reset is complete the cable mod
4. cable modem Type http 192 168 100 1 A login screen displays Enter the cable modem user name and password The user name is admin The default password is password The user name and password are case sensitive The BASIC Home screen displays Select ADVANCED gt Administration gt Set Password Manage and Monitor 16 oo a p p CM500 High Speed Cable Modem Set Password Old Password Set Password Repeat New Password Type the old password Type the new password in the Set Password field Type the new password in the Repeat New Password field Click the Apply button Your change takes effect Reboot the Cable Modem Rebooting the cable modem disconnects all computers from the cable modem s local area network LAN After the cable modem is finished booting and reestablishes a connection with Comcast Xfinity s network the devices reconnect to the cable modem s LAN To reboot the cable modem 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Ethernet cable to the cable modem Type http 192 168 100 1 A login screen displays Enter the cable modem user name and password The user name is admin The default password is password The user name and password are case sensitive The BASIC Home screen displays Select ADVANCED f Cable Information Hardware Version
5. following depending on what Comcast Xfinity tells you about your cable modem If the cable modem is not visible Comcast Xfinity can give you instructions to verify why the cable modem does not connect with your high speed Internet service If the cable modem is visible to Comcast Xfinity reboot the computer laptop router or WiFi router that is connected to the cable modem Try checking your online status again Hardware and Internet Setup 11 Manage and Monitor After you set up the cable modem you do not need to log in to the cable modem for normal operation However you can log in to the cable modem to change a very limited number of settings and monitor the cable modem In the unlikely situation that you experience problems with the cable connection and cannot get an Internet connection Comcast Xfinity s technical Support might ask you to log in to the router This chapter contains the following sections Log In to the Cable Modem View Cable Modem Initialization View Cable Modem Status View and Clear Event Logs Change the admin Password Reboot the Cable Modem Reset the Cable Modem to Factory Default Settings Change the Cable Connection Starting Frequency 12 CM500 High Speed Cable Modem Log In to the Cable Modem After you set up the cable modem you do not need to log in to the cable modem for normal operation To log in to the cable modem you must use a web browser such as Microsoft Internet Explore
6. overheat For more information about this condition see Use LEDs to Troubleshoot on page 23 Downstream Solid amber One downstream channel is locked be Blinking amber The cable modem is scanning for a downstream channel Solid green More than one downstream channel is locked Off No downstream channel is locked Upstream Solid amber One upstream channel is locked Blinking amber The cable modem is scanning for an upstream channel Solid green More than one upstream channel is locked Off No upstream channel is locked Internet Solid green The cable modem is online Blinking green The cable modem is synchronizing with Comcast Xfinity s cable modem termination system CMTS Off The cable modem is offline Ethernet Green A powered on device is connected to the Ethernet port at 1000 Mbps Amber A powered on device is connected to the Ethernet port at 10 100 Mbps Blinking green or amber The Ethernet port is processing traffic Off No device is connected to the Ethernet port Back Panel The back panel provides the connections and button shown the following figure Power adapter input LAN Gigabit Ethernet port Reset button Coaxial cable connector Figure 3 Cable modem back panel Hardware and Internet Setup 6 CM500 High Speed Cable Modem Product Label The product label on the bottom of the cable modem displays the serial number and MAC address of the cable modem and login information including the de
7. the router over a WiFi connection or through an Ethernet cable to a LAN port on the router Turn on the router Wait for the cable modem to come online lt might take up to 15 minutes for the cable modem to come online on the network During this time the LED behavior is as follows e The Downstream LED lights amber when one downstream channel is locked e The Downstream LED lights green when more than one downstream channel is locked e The Upstream LED lights amber when one downstream channel is locked e The Upstream LED lights green when more than one downstream channel is locked e After the cable modem registers with Comcast Xfinity the Internet LED lights green Bi Even though an Internet connection is established Internet service is available only after you set it up with Comcast Xfinity For information about how to set up your Internet service see Set Up Your Internet Service with Comcast Xfinity on page 10 Hardware and Internet Setup 8 CM500 High Speed Cable Modem Cable Your Cable Modem Directly to a Computer Power adapter Ethernet nternet Coaxial cable to cable outlet Cable modem Figure 6 Cabling the cable modem directly to a computer To cable your cable modem directly to a computer 1 Connect a coaxial cable Use the coaxial cable that Comcast Xfinity provided to connect the cable port on the cable modem to a cable wall outlet Connect the pow
8. NETGEAR CM500 High Speed Cable Modem User Manual November 2014 202 11472 03 350 East Plumeria Drive San Jose CA 95134 USA CM500 High Speed Cable Modem Support Thank you for selecting NETGEAR products After installing your device locate the serial number on the label of your product and use it to register your product at https my netgear com You must register your product before you can use NETGEAR telephone support NETGEAR recommends registering your product through the NETGEAR website For product updates and web support visit http support netgear com Phone US amp Canada only 1 888 NETGEAR Phone Other Countries Check the list of phone numbers at http support netgear com general contact default aspx Compliance For regulatory compliance information visit http www netgear com about regulatory See the regulatory compliance document before connecting the power supply Trademarks NETGEAR Inc NETGEAR and the NETGEAR Logo are trademarks of NETGEAR Inc Any non NETGEAR trademarks are used for reference purposes only Contents Chapter 1 Hardware and Internet Setup Unpack Your Cable Modem 2406060 c ned nehet ceneaneho ne nnesownmed oes 5 Front Pel lt 6 cedgeeveetr cdot taeda ts Pada be bow Garenees Ebru dh oneeead 5 See POG A ciated sit E EE E EE EEE E TETE 6 aeae PETTE EE EEE EET EE E EEA gn geeee 7 Cable Your Cable WOdeINiii 646 babeesctbidesntusdeeoks need stehbrebabeese 7 Cable
9. Your Cable Modem to a Router 0 0 cece cece eee eens 7 Cable Your Cable Modem Directly to a Computer 0 0000 9 Set Up Your Internet Service with Comcast Xfinity 0005 10 Use the Self Activation Process to Set Up Your Internet Connection 10 Call Comcast Xfinity to Set Up Your Internet Connection 10 Chapter 2 Manage and Monitor Log In to the Cable Modem ss i2 i0eccencnisbbdedddioiadadiasksacas caes 13 View Cable Modem Initialization 0 ccc ccc eee nen eas 13 View Cable Modem Status 0 0c cece cece cece nee ene nens 14 View and Clear Event LogS ccc ccc eee ene nee e eens 15 Change the admin Password osu dt ehddbece se bicedeueueiadatieseeheleds 16 Reboot the Cable Modem ccc cece cece tenet n eens 17 Reset the Cable Modem to Factory Default Settings 05 18 Use the Reset Button on the Back Panel 0 cece cece eens 18 Use the Factory Reset Software Button 0 0 cece ce eens 19 Change the Cable Connection Starting Frequency 0e eee eee 20 Chapter 3 Troubleshooting Use LEDs to Troubleshoot cece ccc cece cece eee eeeeeeees 23 Cannot Log In to the Cable Modem 0 cece cece cece eee eens 24 Troubleshoot the Cable Internet Connection cee eee eeee 24 Appendix A Technical Specifications Hardware and Internet Setup The NETGEAR CM500 Hig
10. e is admin The default password is password The user name and password are case sensitive The BASIC Home screen displays Manage and Monitor 13 CM500 High Speed Cable Modem 4 Select Cable Connection F Cable Connecton Frequency start Value This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration Enter the new start frequency and restart the cable modem for it lo take effect Sannatrewene O Startup Procedure Se a Boasa o _ Operational seun f eaa e Downstream Bonded Channels I Rn T Pouer T Se oreca meara i owes amass 7 feo7oo0000 rena omw faero 2 e iesea ames 1 eeroo0on a 1a far 0 e omea ams 2 ser0o0000re 18 cemv aesaa 1 a ieena amase a fersoonooore nr a onv fase 2 e Cocea aanase a svo0ocooore ne aem aeso 8 BON CCEC 2 E ir ome Center Show Hide Help Center The Startup Procedure section displays the initialization progress The Downstream Bonded Channels section displays the status of each channel 5 To see the Upstream Bonded Channels section and system time scroll down View Cable Modem Status You can view some basic information about the cable modem gt To view cable modem status 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Ethe
11. em reboots This process takes about one minute AN WARNING To avoid the risk of corrupting the firmware do not interrupt the reset For example if you are connected to the web management interface do not close the browser click a link or load a new page Do not turn off the cable modem Use the Factory Reset Software Button CAUTION This process erases all settings that you configured in the cable modem To erase the settings 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Ethernet cable to the cable modem 2 Type http 192 168 100 1 A login screen displays 3 Enter the cable modem user name and password The user name is admin The default password is password The user name and password are case sensitive The BASIC Home screen displays 4 Select ADVANCED Cable Information Hardware Version C312T00 S0 Firmware Version 1 01 02 Cable Modem Serial BTAO49730003E Number CM Certificate Installed CM MAC cb ce d4 60 21 5 Click the Factory reset button Manage and Monitor 19 CM500 High Speed Cable Modem A confirmation message displays Click the OK button The configuration is reset to factory default settings When the reset is complete the cable modem reboots This process takes about one minute A WARNING To avoid the risk of corrupting the fir
12. er adapter provided in the package to the cable modem and plug the power adapter into an electrical outlet The Power LED lights green ig Turn off the computer to which you intend to connect the cable modem Use the Ethernet cable provided in the package to connect the Gigabit Ethernet port on the cable modem to an Ethernet port on the computer Turn on the computer Wait for the cable modem to come online It might take up to 15 minutes for the cable modem to come online on the network During this time the LED behavior is as follows e The Downstream LED lights amber when one downstream channel is locked e The Downstream LED lights green when more than one downstream channel is locked e The Upstream LED lights amber when one downstream channel is locked Hardware and Internet Setup 9 CM500 High Speed Cable Modem e The Upstream LED lights green when more than one downstream channel is locked e After the cable modem registers with Comcast Xfinity the Internet LED lights green Fl Even though an Internet connection is established Internet service is available only after you set it up with Comcast Xfinity For information about how to set up your Internet service see Set Up Your Internet Service with Comcast Xfinity on page 10 Set Up Your Internet Service with Comcast Xfinity Set up your Internet service by using Comcast Xfinity s self activation process If you are unable to self activate your cable mode
13. erly connected to your cable modem and that the power supply adapter is properly connected to a functioning power outlet Check that you are using the 12 VDC 1 5A power adapter from NETGEAR for this product If the error persists a hardware problem occurred Contact technical support Clear the configuration of the cable modem to its factory defaults If the error persists a hardware problem occurred Contact technical support Make sure that the Ethernet cable connections are secure at the cable modem and at the computer router or WiFi router Make sure that power is turned on to the connected hub or computer Be sure that you are using the correct cable Make sure that the coaxial cable connections are secure at the cable modem and at the wall jack Make sure that Comcast Xfinity provisioned your cable Internet service Comcast Xfinity can verify that the signal quality is good enough for cable modem service Remove any excessive splitters that you installed on your cable line Run a home run back to the point where the cable enters your home The cable modem is too warm and might overheat Do the following 1 Disconnect the power adapter 2 Wait a couple of minutes to let the cable modem cool down 3 4 Make sure that the cable modem is placed in a vertical position Make sure that the cable modem is placed in a location with good ventilation Reconnect the power adapter Troubleshooting 23
14. fault IP address default user name and default password I NETGEAR MAC address Cable Modem CM500 MAC MAC address thernet Internet tie m soe m wer H a E A me Serial number Or e is s PIE Coax JE inte erne a Reset Etherne http 1 92 168 100 1 DIOLS bs 3 i ORGED user name admin 1 password password 16 DS 4 US EESE XX XXX XXXXX XX Designed by NETGEAR in Califor f Figure 4 Product label Cable Your Cable Modem The cable modem provides a connection between Comcast Xfinity s network and your computer router or WiFi router Cable Your Cable Modem to a Router Computer connected to the router over WiFi or Ethernet Ethernet cable Coaxial cable to cable outlet Cable modem Router Figure 5 Cabling the cable modem to a router Hardware and Internet Setup 7 CM500 High Speed Cable Modem gt To cable your cable modem to a router 1 Connect a coaxial cable Use the coaxial cable that Comcast Xfinity provided to connect the cable port on the cable modem to a cable wall outlet Connect the power adapter provided in the package to the cable modem and plug the power adapter into an electrical outlet The Power LED lights green ig Turn off the router to which you intend to connect the cable modem Use the Ethernet cable provided in the package to connect the Gigabit Ethernet port on the cable modem to the WAN port on the router Connect a computer to
15. h Speed Cable Modem provides a connection to high speed cable Internet with speeds up to 640 Mbps The cable modem is certified by Comcast Xfinity A Gigabit Ethernet port provides fast access and downloads The cable modem supports the assignment of IPv4 and IPv6 addresses by Comcast Xfinity This chapter covers the following topics e Unpack Your Cable Modem e Front Panel e Back Panel e Product Label e Cable Your Cable Modem e Set Up Your Internet Service with Comcast Xfinity Note For more information about the topics covered in this manual visit the support website at hito support netgear com 1 Maximum rate is derived from DOCSIS 3 0 specifications and actual throughput varies depending on your Internet subscription with your provider CM500 High Speed Cable Modem Unpack Your Cable Modem Your package contains the following items Cable modem Figure 1 Package contents Front Panel The cable modem provides status LEDs on the front Power LED Downstream LED Upstream LED Internet LED Ethernet LED Figure 2 Cable modem front view Hardware and Internet Setup 5 CM500 High Speed Cable Modem You can use the LEDs to verify status and connections The following table lists and describes each LED on the front panel of the cable modem Table 1 LED descriptions a Power Green Power is supplied to the cable modem Off No power is supplied to the cable modem Red The cable modem is too warm and might
16. hernet cable to the cable modem 2 Type http 192 168 100 1 A login screen displays 3 Enter the cable modem user name and password The user name is admin The default password is password The user name and password are case sensitive The BASIC Home screen displays 4 Select ADVANCED gt Administration gt Event Log Manage and Monitor 15 CM500 High Speed Cable Modem Description Time Not Established Crilical 3 jnicast Maintenance opportunities received T4 time out Time Not Established Error 4 oD request sent No Response received Received Response to Broadcast Maintenance Request Butno The Event Log screen shows the following information e Time The time the event log entry was recorded The correct time displays only after the cable modem successfully connects to Comcast Xfinity s network e Priority The severity for the event log entry e Description A description of the event log entry 5 To refresh the log screen click the Refresh button 6 To clear the log entries click the Clear Log button Change the admin Password You can change the default password that is used to log in to the cable modem with the user name admin gt To change the password for the user name admin 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Ethernet cable to the
17. m call Comcast Xfinity customer service Use the Self Activation Process to Set Up Your Internet Connection Before you start the self activation process make sure that your account number account ohone number email address and password are nearby gt To set up your Internet connection with Comcast Xfinity s self activation process 1 Launch a web browser You are redirected to the Xfinity self activation page If you are not redirected to the Xfinity self activation page visit htto www comcast com activate 2 Provide your Xfinity credentials and complete the self activation process Call Comcast Xfinity to Set Up Your Internet Connection Before you call Comcast Xfinity make sure that your account number account phone number email address and password are nearby The cable modem s model number is CM500 The serial number and MAC address are on the product label see Product Label on page 7 gt To set up your Internet connection by calling Comcast Xfinity 1 Call Comcast Xfinity customer service at 1 800 XFINITY 1 800 934 6489 2 When asked provide your account information and provide the cable modem s model number and MAC address 3 Wait for Comcast Xfinity to confirm that your cable modem is active Hardware and Internet Setup 10 CM500 High Speed Cable Modem 4 If you do not get an Internet connection with the cable modem ask Comcast Xfinity to look for your cable modem online and do one of the
18. mware do not interrupt the reset For example do not close the browser click a link or load a new page Do not turn off the cable modem Change the Cable Connection Starting Frequency The starting frequency for the cable connection is automatically generated Under normal circumstances you do not need to change this information for Comcast Xfinity A WARNING Do not change the starting frequency unless Comcast Xfinity instructs you to do so Changing the starting frequency incorrectly causes serious connection and Internet problems gt To change the starting frequency k Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Ethernet cable to the cable modem Type http 192 168 100 1 A login screen displays Enter the cable modem user name and password The user name is admin The default password is password The user name and password are case sensitive The BASIC Home screen displays 4 Select Cable Connection Manage and Monitor 20 CM500 High Speed Cable Modem Cable Connection Frequency start Value This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration Enter the new start frequency and restart the Cable modem for it to take effect Sarnatreeve O Steriup Procedure Procedure status comment Statu
19. r 5 0 or later Firefox Mozilla 2 0 or later Safari 1 4 or later or Google Chrome 11 0 or later gt To log in to the cable modem 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Ethernet cable to the cable modem Type http 192 168 100 1 A login screen displays Enter the cable modem user name and password The user name is admin The default password is password The user name and password are case sensitive The BASIC Home screen displays View Cable Modem Initialization You can track the initialization procedure of the cable modem and get details about the downstream and upstream cable channel The time is displayed after the cable modem is initialized The cable modem automatically goes through the following steps in the provisioning process 1 Scans and locks the downstream frequency and then ranges the upstream channels 2 Obtains a WAN IP address for the cable modem 3 Connects to the Internet gt To view the status of the cable modem initialization 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Ethernet cable to the cable modem Type http 192 168 100 1 A login screen displays Enter the cable modem user name and password The user nam
20. rnet cable to the cable modem 2 Type http 192 168 100 1 A login screen displays 3 Enter the cable modem user name and password The user name is admin The default password is password The user name and password are case sensitive The BASIC Home screen displays 4 Select ADVANCED Manage and Monitor 14 CM500 High Speed Cable Modem Cable Information Hardware Version C312T00 S0 Firmware Version V1 01 02 Cable Modem Serial Number CM Certificate Installed CM MAC 6c b0 ce d4 60 21 BTA049730003E The Cable Information screen displays the following e Hardware Version The version of the cable modem model e Firmware Version The version of the cable modem firmware e Cable Modem Serial Number The serial number of the cable modem e CM Certificate The status of the cable modem certificate If Not installed displays as the status contact Comcast Xfinity e CM MAC The MAC address of the cable modem For information about using the Reboot button see Reboot the Cable Modem on page 17 For information about using the Factory reset button see Reset the Cable Modem to Factory Default Settings on page 18 View and Clear Event Logs Event logs capture important cable modem events gt To view and clear the event logs 1 Launch a web browser from a computer that is attached over an Ethernet cable to the cable modem or from a computer that is connected to a WiFi router that is attached over an Et
21. s Acquire Downstream Channel 597000000 ConneciySiate x Boasa f o _ Operational Ae e e Ce omea ams 2 ser000000 re 18 mws I e tocea ammas a 579000000 He 118 cemv 38508 m ote Loe eS Help Center Show Hide Help Center 5 In the Starting Frequency field type a number as instructed by Comcast Xfinity A WARNING Do not change the starting frequency unless Comcast Xfinity instructs you to do so Changing the starting frequency incorrectly causes serious connection and Internet problems 6 Click the Apply button Your change takes effect Manage and Monitor 21 Troubleshooting This chapter provides information about troubleshooting your cable modem The chapter includes the following sections e Use LEDs to Troubleshoot e Cannot Log In to the Cable Modem e Troubleshoot the Cable Internet Connection Note NETGEAR provides helpful articles and documentation at htto support netgear com 22 CM500 High Speed Cable Modem Use LEDs to Troubleshoot The following table provides help when you are using the LEDs for troubleshooting Table 2 Troubleshooting with LEDs LED Behavior potion All LEDs are off when the cable modem is plugged in All LEDs stay on The Ethernet LED is off for a port with an Ethernet connection The Internet LED is off and the cable modem is connected to the cable wall jack The Power LED lights red al Make sure that the power cord is prop
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