In order for you to complete the setup of the surfboard central app, G36 should have internet connection. When you attempt to access the web-based interface (GUI), if it prompts you for an email address and password, it means the credentials are managed through the Surfboard Central app. However, if the app hasn't been set up correctly, the GUI page may not function as expected, leading to a misconfiguration. In this case, neither the app setup will complete nor will you be able to access the GUI.

Note: The Surfboard Central app syncs with the GUI during the initial setup process. If you access the GUI first before setting up the app, it will prompt you to create a password for accessing the web interface.

Currently, since both the app setup and GUI access are not working, we recommend performing a factory reset on the G34.

After performing the factory reset, we recommend setting up the Surfboard Central app first. Please find the link below for the app setup instructions:

http://arris.force.com/consumers/articles/knowledge/SURFboard-Central-Wi-Fi-Cable-Modem-Setup

Thank you. I did try pressing the small recessed button on the back, but I did not hold it down for more than a couple seconds. I will try holding it down for at least 20 seconds when I am able to continue troubleshooting. 

I am also unable to use the support chat (number 4 in my previous post). I enter the model G36 and the 15 digit serial number and it says:

We were unable to locate your serial number. Please check your model number and serial number and

try again. This information can be found on the label in back or on the bottom of your device.

Can you advise?

For further support, we have reached out to you via private message.