When you begin setting up the SBC app, it will automatically generate a password for accessing the web portal, even if the app setup fails.

Please perform a factory reset on the modem without connecting the coaxial cable.

You can follow the instructions provided here: http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Factory-Reset

After completing the reset, try accessing the GUI web portal using the instructions available here:

 http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Web-Manager-First-Time-Login

I am experiencing the SAME exact issue… with the G34.

I have been using the gateway for a couple weeks now and when I thought I forgot my ‘admin’ password, I went through the procedures to reset to factory default… twice now. In both instances, I am not able to connect to the gateway with the Surfboard Central app and when I follow the ‘Wizard’ on the admin portal, I change my password and then complete the set-up… and boom… it does not acknowledge my new password. 

What I did notice at one point, and wish I grabbed a screenshot, the password CAN be entered and accepted but may NOT meet the password complexity settings. In my case, I used 12 characters with Upper, Lower, Numbers and Special Characters. HOWEVER, I noticed the password requirements in the document do NOT match what is accepted and fails…

Password Requirements:

• Minimum of 8 characters 
• At least one uppercase alpha character 
• At least 1 number
• One of ~ ! @ # $ % ^ * (  ) - _ = + ] { } | ; : , . / ?

  In my instance, I used 2 special characters, to which it accepted as well as 1 that is not listed &.

When I reset my gateway again, and simply used 1 special character, I was able to logon.

Someone please fix this… this is wrong, it should not accept and fail passwords that do not meet the complexity. 

Thank you for bringing this to our attention. I advise you to create a new admin password by ensuring you avoid using the special characters “&.” 

I agree and have already done that, that is how I discovered this. 

I would advise that SURFboard correct the logistics on the entry of an accepted password that does not meet the criteria. I believe this will eliminate many of the issues that are being reported. In my findings, not only would I need to only use one specific special character, meaning that I can enter !@ and that would NOT meet the complexity requirement (only 1 special character allowed), yet it would still be allowed to be ‘used’ without error. However, someone who entered such a password would the same issue I have and others have. The password complexity settings are not presented in the creation of the password in this manner.