ARRIS Consumer Care

G18/G20: Factory Reset

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Question

How do I Factory Reset my G18/G20 gateway to the default settings?

Answer

In some cases, the G18/G20 may need to be reset to its factory default state and clear all of the previous settings. The factory reset can be performed by pressing the reset button on the device. This document describes how to reset the G18/G20 to factory default settings by pressing the reset button.

CAUTION: This process will clear all configurations and should be used as the last option. Performing a factory reset will erase all previous connectivity configurations set by the cable provider and erase all custom configurations set up by the user.

Factory Reset With the Reset Button
Before performing a factory reset, remove the G18/G20 gateway from the SURFboard Central app if the app was used for setup. For detailed steps, refer to article # 18757 - SURFboard Central: Add/Remove Device. The factory reset will disassociate the gateway from the SURFboard Central app and erase all settings. It is recommended to use the SURFboard Central App to configure the G18/G20 home network quickly and easily. For assistance with setup, refer to article # 18840 - SURFboard Central: Wi-Fi Cable Modem Setup.

Carefully insert a paper clip or small object into the reset button and press it.
Hold down the Reset button for at least 20 seconds and release it. The G18/G20 will then reboot, once the LED flashes the G18/G20 has finished rebooting and will be configured with the default settings.

NOTE: The G18/G20 Gateway takes approximately 4 minutes to fully operate after reboot.

Right click on the image to save it to your computer.

Launch a web browser, such as Internet Explorer, Firefox, or Safari. Enter http://192.168.0.1 into the address box, and press the Enter key. The https:// Redirect page will appear.
The SURFboard Web Manager is redirecting to a more secure connection, click the Proceed button to continue. The Gateway > Home Network Wizard - Step 1 page will appear.

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NOTE: A security or private risk alert may appear on the web browser advising users to proceed with caution when accessing the Web Manager. There is no risk in proceeding to the Web Manager. For instructions to bypass the alert screen, refer to article # 18181 - Alert Message for Web Manager Access.
Enter a new password in the New Password field and re-enter the new password in the Re-Enter New Password field.

Password Requirements:
- Minimum of 8 characters
- At least one uppercase alpha character
- At least 1 number
- One of ~ ! @ # $ % ^ * ( ) - _ = + [ ] { } | ; : , . / ?
Enter the four-digit CAPTCHA code in the Type CAPTCHA Here field.
Click the Next Step button. The Gateway > Home Network Wizard - Step 2 page will appear.

NOTE: To use the default Wi-Fi credentials, click the Next Step button to skip this section.
Enter a new wireless network name in the Wi-Fi Network Name (2.4 GHz) and the Wi-Fi Network Name (5 GHz) fields.
Leave the Encryption Method (2.4 GHz) and the Encryption Method (5 GHz) fields at default (Recommended).
Enter a new wireless password in the Network Password (2.4 GHz) and Network Password (5 GHz) fields.
Click the Next Step button. The Gateway > Home Network Wizard - Step 3 page will appear.
Leave the Time Zone Selection option at default (Automatic).
Click the Time Format drop-down menu and select 24-hour format or 12-hour format.
Leave the Date Format option at default (MM/DD/YYYY), then click the Finish button. The Gateway > Login page will appear.
The Username field has admin populated, enter the custom password in the Password field.
Click the Login button to access the G18/G20 Web Manager.
Reconnect the computer and any other client devices to the G18/G20 network. Try accessing www.surfboard.com or any other website to verify if there is a working Internet connection.