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Cannot login into surfboard app with the email and password that I can login from GUI web portal on G54

  • 11 May 2024
  • 1 reply
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I have G54 and it is setuped and work with no problem. I can access to admin backend using my email and password from modem interface

I installed the surfboard app on my phone and I am trying to login into app with hope it can allow me to check status of my router without need of login at web interface.

However on the welcome screen on phone where it says enter your email address,  the username is set to admin and it down not allow change it to my actual email ( it is read only set to admin).  Why the username is hard coded? 

I left the username as admin and  entered my password. then clicked on sign in.  It shows error message that can not login into system which make sense. however there I can click on Continue On boarding button but this time it displays the welcome screen again with login input and allow me to enter my email address. I see my email is already  there. great. however unlike previous welcome screen this form does not have password input.Now if I click on sign in, the process repeat and I see the first welcome screen where admin is hardheaded as username! 

Do you guys even test you application? If you prefer to hard code the username with admin why force user to change it to an email and then prevent him from login using the email and password that works from web interface? Are you guys Ok?

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Best answer by SURFboard Moderator 13 May 2024, 21:20

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In this case you need to login the surfboard central app then through the app you can access modem GUI or web interface. If that is not working no other go you need to perform hard reset on the modem after uninstalling the app then wait for the modem to reboot then connect device to the modem default Wi-Fi and install app for setup after completing the SBC app setup you can access modem GUI using the password given by the SBC app. But after resetting the modem will go to default setup any custom settings will be removed so use the default network name and password  to connect to your network.

http://arris.force.com/consumers/articles/General_FAQs/G54-Factory-Reset

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

http://arris.force.com/consumers/articles/General_FAQs/SURFboard-Central-Web-Manager-Access

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