ARRIS GWM Touchstone Wireless Telephony Gateway User Manual Touchstone TG852G Telephony Gateway User s Guide

ARRIS Group, Inc. Touchstone Wireless Telephony Gateway Touchstone TG852G Telephony Gateway User s Guide

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1. Manual Part 1
2. Manual Part 2

Manual Part 2

CableEthernet10/100/1000TelephoneReset USB1/222143ACBDFEHGTG852PowerEthernetDSUSOnlineWiFiSecureTel 1BatteryTel 2BECAD F H JG I19SafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting GlossaryTouchstone TG852 Telephony Gateway User’s GuideFront PanelThe front of the Telephony Gateway has the following indicators:A Battery: indicates the battery status.B Tel 2: indicates the status of telephone line 2.C Tel 1: indicates the status of telephone line 1.D Secure: indicates Wireless Protected Setup (WPS) is active. E WiFi: indicates the status of the wireless LAN.F Ethernet: indicates Ethernet connectivity between the Telephony Gatewayand computers.G Online: indicates internet data transmission status.H US: indicates upstream connectivity.I DS: indicates downstream connectivity.J Power: indicates whether AC power is available to the unit.Rear PanelThe rear of the Telephony Gateway has the following connectors and controls:A WPS button: begins associating the Telephony Gateway with a wireless de-vice.B Reset button: resets the Telephony Gateway as if you power cycled the unit.Use a pointed non-metallic object to press this button.C USB: USB host connector - future support for external USB devicesD Telephone 1/2: connector for the ﬁrst phone line (or both lines of a 2-linephone).E Telephone 2: connector for the second phone line.F Ethernet (1 - 4): connectors for use with a computer LAN port.G Cable: connector for the coaxial cable.H Power: connector for the power cord.

Selecting an Installation LocationThere are a number of factors to consider when choosing a location to install yourTelephony Gateway:• Is an AC outlet available nearby? For best results, the outlet should not beswitched and should be close enough to the Telephony Gateway that exten-sion cords are not required.• Is a cable jack available? For best performance, keep the number of split-ters between the jack and cable drop to a minimum. Each splitter attenuates(re duces) the signal available to the Telephony Gateway. A large number ofsplit ters can slow down the Internet connection and even affect your tele-phone service.• Can you easily run cables between the Telephony Gateway’s location andthe phones?• If you are connecting devices to the Ethernet ports, can you easily run ca-bles between the Telephony Gateway’s location and those devices?• If you want to mount the Telephony Gateway on a wall, does the locationpro vide a solid surface for secure attachment? For best results when mount-ing the Telephony Gateway on drywall, position the Telephony Gateway soat least one of the screws are fastened to a stud. This may prevent the Tele-phony Gateway from pulling out of the wall in the future.• If you want to install the Telephony Gateway on a desktop, is there enoughspace on either side to keep the vents clear? Blocking the vents may causeoverheating.• How close are your wireless devices? The Telephony Gateway wireless con-nection range is typically 100–200 feet (30m–65m). A number of factorscan affect connection range, as described below.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary20

Factors Affecting Wireless RangeA number of factors can affect the usable range for wireless connections.Note: Note that decreasing the range of your wireless network may be bene-ﬁcial, as long as the decreased range is sufﬁcient for your needs. By lim-iting your network’s range, you reduce interference with other networksand make it harder for unwant ed users to ﬁnd and connect to your net-work.Note: Setting the trasmit power level to High increases the range. Setting itto Medium or Low decreases the range proportionately.Increases range: • Raising the unit above the devices (for example, in-stalling the Telephony Gateway in the upper ﬂoor of amulti-story dwelling)• Adding wireless hubs in a bridge (WDS) networkDecreases range: • Lowering the unit below the devices (for example, in-stalling the Telephony Gateway in a basement)• Metal or concrete walls between the Telephony Gate-way and other devices• Large metal appliances, aquariums, or metal cabinetsbetween the Telephony Gateway and other devices• Interference and RF noise (2.4 GHz wireless phones,microwave ovens, or other wireless networks)Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary21

Step 1 Step 2Step 3 Step 422SafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting GlossaryTouchstone TG852 Telephony Gateway User’s GuideMounting the Telephony GatewayYou can either mount the Telephony Gateway on a wall or place it on a desktop.For wall-mount applications, you can mount the Telephony Gateway with the indi-cators facing upward (vertical) or to the side (horizontal).Tools and MaterialsFor wall-mounted installations, make sure you have the following tools and mate-rials before proceeding:• for mounting on drywall: Two 1/4” (6mm) drywall anchors and a drill with1/4” (6mm) bit (not included)• for mounting on plywood or studs: two #6 x 1.5” (38.1 mm) self tappingscrews (not included)• screwdriver (ﬂat-blade or Phillips, depending on what kind of screws youuse)• wall-mount template (included)• transparent tape: for temporarily securing the mounting template to the wall(not included)LocationAlways position the Telephony Gateway:• within reach of an AC outlet. The power cord must reach the outlet withoutstretching and without adding extension cords.• near a cable outlet (to avoid long cable runs).InstructionsWall-mounting instructionsNote: When mounting the Telephony Gateway on drywall, try to position theTelephony Gateway so at least one of the screws is fastened to a stud.This may prevent the Telephony Gateway from pulling out of the wall inthe future. To prevent overheating of the Telephony Gateway, do notblock the ventilation holes on the sides of the unit.

23SafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting GlossaryTouchstone TG852 Telephony Gateway User’s Guide1Position the mounting template on the surface where you intend to mountthe Telephony Gateway and secure in place with transparent tape.2Drill holes through the template in the speciﬁed locations for the mountingscrews. After drilling holes, remove the template from the surface.3If using drywall anchors, set them into the wall. Then, drive the screws intothe wall leaving a gap of about 1/8” (3 mm) between the screw head andthe wall. If not using anchors, just drive the screws.4Orient the Telephony Gateway with the indicator lights facing up or right, asdesired. Slip both mounting slots (in the back of the Telephony Gateway)over the screws, then slide the case down until the narrow end of the key-hole slot contacts the screw shaft.5Proceed to Connecting the Telephony Gateway.Desktop mounting instructions1Position the Telephony Gateway so that:• air ﬂows freely around it• the back faces the nearest wall• it will not fall to the ﬂoor if bumped or moved• the ventilation holes on the side of the unit are not blocked.2Proceed to Connecting the Telephony Gateway.

Connecting the Telephony GatewayWARNINGRisk of injury or equipment damageConnecting the Telephony Gateway to the home’s existing telephonewiring should only be performed by a professional installer. Physical con-nections to the previous telephone provider must be removed and thewiring must be checked; there must not be any voltage. Cancellation oftelephone service is not adequate. Failure to do so may result in loss ofservice and/or permanent damage to the Telephony Gateway.1Connect one end of the coax cable to the cable outlet or splitter, and theother end to the Telephony Gateway’s Cable connector (G). Tighten the con-nections by hand, then tighten an additional 1/8 turn with a wrench.Note: For best performance, use high-quality coax cable and minimize oreliminate splitters between the cable jack and the Telephony Gateway.2Insert the plug from the power cord into the Power connector on the backof the Telephony Gateway (H) and insert the power cord into a convenientAC outlet.The Power light on the front of the Telephony Gateway lights up, then ﬂashesonce (refer to the LED tables shown in Using the Telephony Gateway). SeeTroubleshooting if the Power light does not turn on.3Connect one end of the Ethernet cable to any Ethernet port on the back ofthe Telephony Gateway, (F) and the other end to the Ethernet port on acom puter, hub, or broadband router.Note: If you are connecting to a computer, use the Ethernet cable includedin the Telephony Gateway package.4Connect one end of the telephone cable to the telephone port on the backof the Telephony Gateway (Dor E). Connect the other end to the telephone.Note: If you have a phone with two separate lines on a single RJ-14 cord,plug it into the connector labeled “Telephone 1/2”.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary24CableEthernet10/100/1000TelephoneReset USB1/222143ACBDFEHG

Conﬁguring Your Wireless ConnectionThe TG852 ships with a basic factory default conﬁguration that should allow you toimmediately access the Internet with a wireless connection. If your computer isequipped with a 802.11b/g/n wireless LAN card, you may wish to conﬁgure theTelephony Gateway’s wireless settings.Note: At a minimum, ARRIS suggests that you conﬁgure the security settings.Accessing the Conﬁguration InterfaceFollow these steps to access the conﬁguration interface. You should have already setup the TG852 as described in Installing and Connecting Your Telephony Gateway.1Use the connection utility for your operating system to connect to the wire-less LAN arris_xxxx,where “xxxx” is the last four digits of the TelephonyGateway’s WLAN MAC address.Note: This is the Telephony Gateway’s factory default SSID. The WLAN MACaddress can be found on the product label on the Telephony Gateway.2In your web browser, open the page http://192.168.2.1/ to access thewireless router setup.The Login screen displays.Note: The Telephony Gateway ships with no password conﬁgured. Whenyou log in for the ﬁrst time, leave the Password ﬁeld blank.3Click the Apply button to log in.The System Basic Setup screen displays.4Use the online help information to set conﬁguration parameters as required.Note: Most conﬁguration parameters that you may want to set can be accessedon the System Basic Setup screen, including the security mode and set-ting a system password.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary25

Conﬁguring Your Ethernet ConnectionIf your computer is equipped with a LAN card providing an Ethernet connection,you may have to conﬁgure your computer’s TCP/IP settings. The steps that followwill guide you through setting your computer’s TCP/IP settings to work with the Telephony Gateway.RequirementsMake sure you have the following before attempting to conﬁgure your Ethernet con-nection:• Computer with:— one of: Windows 2000, Windows XP, Windows Vista, Windows 7, orMacOS X— Ethernet interface• Ethernet cable (supplied)• IP address, subnet, gateway, and DNS information for installations not usingDHCPHow to use this chapterThe following list shows the procedures for modifying the TCP/IP settings on thecomputer. The procedure is slightly different depending on the operating systemthat you are using. Please ensure you are using the correct steps for the operatingsystem on your computer. Follow the links below for instructions to conﬁgure yourEthernet connection on your operating system.•TCP/IP Conﬁguration for Windows 2000•TCP/IP Conﬁguration for Windows XP•TCP/IP Conﬁguration for Windows Vista•TCP/IP Conﬁguration for Windows 7•TCP/IP Conﬁguration for MacOS XTouchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary26

TCP/IP Conﬁguration for Windows 2000Follow these steps to conﬁgure the Ethernet interface on a Windows 2000 operat-ing system.Note: Dialog boxes shown on your computer may differ slightly from thoseshown in this procedure.1From the computer, select Start > Settings > Network and Dial-up Con-nections > Local Area Connection.2In the Local Area Connections Properties window, highlight TCP/IP by click-ing on it one time, then click on Properties.Note: If your computer has more than one Ethernet card, you may have toselect the appropriate Ethernet card in the Connect using: area of the LocalArea Connection Properties window.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary27

3Click Obtain an IP address automatically and Obtain DNS server ad-dress automatically, then click OK.4Click OK to accept the new settings, and OK again to close the Conﬁgura-tion window.5You may have to restart your computer in order for your computer to obtaina new IP address from the network.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary28

TCP/IP Conﬁguration for Windows XPFollow these steps to conﬁgure the Ethernet interface on a Windows XP operatingsystem.TCP/IPv6 Note: This procedure shows the conﬁguration of TCP/IPv4. TCP/IPv6is not installed or enabled by default in Windows XP. If your cableprovider requires TCP/IPv6 you must ﬁrst install and enable it on yourWindows XP system. Refer to Microsoft support materials on WindowsXP for installation instructions. Once installed and enabled, follow thissame conﬁguration example, but select TCP/IPv6 at the appropriatestep.Note: Dialog boxes shown on your computer may differ slightly from thoseshown in this procedure.1From the computer, select Start > Settings > Control Panel and double-click Network Connections in the Control Panel.The Network Connection window displays a list of LAN connections and as-sociated network adapters.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary29

2Double-click the local area connection to be used for your device’s networkconnection.The Local Area Connection Status widow displays.3Click Properties.4Select TCP/IP by clicking it one time. Then click Properties.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary30

5Click the General tab. Then click Obtain an IP address automaticallyand click OK.6Click OK to accept the new settings, and OK again to close the Propertieswindow.7You may have to restart your computer in order for your computer to obtaina new IP address from the network.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary31

TCP/IP Conﬁguration for Windows VistaFollow these steps to conﬁgure the Ethernet interface on a Windows Vista operat-ing system1Open the Vista Control Panel.2Double-click Network and Sharing Center to display the Network andSharing Center window.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary32

3Click Manage network connections. If prompted for a connection, chooseLocal Area Connection.The Network Connections window displays.4Double-click the Local Area Connection to open the Properties window:Note: If Windows requests permission to continue, click Continue.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary33TCP/IPv4 Selected TCP/IPv6 Selected

5Double-click Internet Protocol Version 4 (TCP/IPv4) to conﬁgureTCP/IPv4.Note: If your cable provider requires TCP/IP version 6, double-click Inter-net Protocol Version 6 (TCP/IPv6) to conﬁgure TCP/IPv6.The TCP/IP properties window for the version you selected displays.6For either TCP/IPv4 or TCP/IPv6, select Obtain an IP address automati-cally and Obtain DNS server address automatically, unless instructedotherwise by your cable provider.7Click OK to accept the new settings and close the Properties window.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary34TCP/IPv6 PropertiesTCP/IPv4 Properties

TCP/IP Conﬁguration for Windows 7Follow these steps to conﬁgure the Ethernet interface on a Windows 7 operatingsystem.1Open the Windows 7 Control Panel.2Click Network and Internet.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary35

3Click Network and Sharing Center.4Click Local Area Connection to open the Status window.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary36

5Click Properties to open the Properties window.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary37TCP/IPv4 Selected TCP/IPv6 Selected

6Select Internet Protocol Version 4 (TCP/IPv4) and click Properties toconﬁgure TCP/IPv4.Note: If your cable provider requires TCP/IP version 6, select Internet Pro-tocol Version 6 (TCP/IPv6) and click Properties to conﬁgure TCP/IPv6.The TCP/IP properties window for the version you selected displays.7For either TCP/IPv4 or TCP/IPv6, select Obtain an IP address automati-cally and Obtain DNS server address automatically, unless instructedotherwise by your cable provider.8Click OK to accept the new settings and close the Properties window. Thenclick Close to back out of the remaining setup screens.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary38TCP/IPv4 Properties TCP/IPv6 Properties

TCP/IP Conﬁguration for MacOS XFollow these steps to conﬁgure the Ethernet interface on a MacOS X operating sys-tem.1Open System Preferences, either by choosing System Preferences from theApple menu or by clicking the System Preferences icon in the dock.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary39

2Click the Network icon.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary40

3Choose Automatic from the Location drop-down menu, and Built-in Eth-ernet from the Show menu.4Choose the TCP/IP tab, if necessary.If you are using TCP/IPv4, go to step 5.If your cable provider requires TCP/IPv6, go to step 8.5Choose Using DHCP from the Conﬁgure IPv4 menu.6If necessary, click the Renew DHCP Lease button.7Close the System Properties application.TCP/IPv4 conﬁguration is completed.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary41

8If you are using TCP/IPv6, click Conﬁgure IPv6 near the bottom of the pre-vious window.9Choose Automatically from the Conﬁgure IPv6 drop-down menu and clickOK.10 Close the System Properties application.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary42

43SafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting GlossaryTouchstone TG852 Telephony Gateway User’s GuideUsing the Telephony GatewayThis chapter describes the controls and features available on the Touchstone Tele-phony Gateway, and covers basic troubleshooting procedures.•Setting up Your Computer to Use the Telephony Gateway•Indicator Lights for the TG852•Using the Reset ButtonSetting up Your Computer to Use the TelephonyGatewayFollow the instructions in the information packet supplied by your cable company.Contact your cable company if you need help setting up your computer.

TG852PowerEthernetDSUSOnlineWiFiSecureTel 1BatteryTel 244SafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting GlossaryTouchstone TG852 Telephony Gateway User’s GuideIndicator Lights for the TG852The Touchstone Telephony Gateway has ten LED indicator lights to assist in trou-ble shooting.Wiring ProblemsIf the Telephony Gateway begins ﬂashing all its lights for more than 10 seconds, thisindicates a problem with the telephone wiring — the red and green wires may beshorted (touching), or there may be undesired voltage on the lines. If this patternpersists for more than 10 seconds, disconnect the telephone lines from the Tele-phony Gateway, then call a wiring technician for assistance.Patterns: Normal Operation (LAN and Telephone)The following table shows light patterns for the Ethernet and wireless LANs, and thetelephones, during normal operation.Mode Ethernet WiFi Tel 1 / Tel 2AC PowerOn = ComputerConnectedOff = Computernot connectedFlash = Com-puter ActivityOn = WiFi EnabledOff = WiFi DisabledFlash = Computer ActivityOn = On-hookFlash = Off-hookOff = disabledNo AC Power Off OffOn = On-hookFlash = Off-hookOff = disabledFirmware Upgrade (normal operation) (normal operation) (normal operation)PowerDSUSOnlineEthernetWiFiSecureTel 1Tel 2Battery

Patterns: Normal Operation (WAN and Battery)The following table shows light patterns during normal operation.Note 1: Your cable company may conﬁgure the Telephony Gateway to alwaysdisplay the DS and US indicators in green regardless of the connectionspeed.Mode Power DS US Online BatteryAC PowerGood OnYellow1= Connectedto the Internet(highspeed)Green1=Connectedto the In-ternet(ultra-highspeed)Flash = Not connectedto the InternetYellow1= Connectedto the Internet(highspeed)Green1=Connectedto the In-ternet(ultra-highspeed)Flash = Not connectedto the InternetOn = InternetavailableOff = Internetnot availableOn = Batterygood or lowOff = BatterymissingFlash =Battery badNo ACPowerBatteryInstalledFlash Off Off OffOff = BatterypowerFlash =Battery badNo ACPower No BatteryOff Off Off Off OffFirmware Upgrade On Flash Flash On (normaloperation)Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary45

46SafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting GlossaryTouchstone TG852 Telephony Gateway User’s GuidePatterns: Startup SequenceThe following tables show the Telephony Gateway light patterns during each phaseof the startup sequence. There are two phases of startup; the Telephony phase andthe cable modem phase. Both are outlined below.Telephony Start Up SequenceNote: The DS and US indicators ﬂash yellow during startup, and turn green ifthe Telephony Gateway establishes an ultra-high speed connection.Power,DS, US,OnlineTelephoneBattery Description1 2Off Off Off Off No power to ModemFlash Flash Flash Flash Power-on Self TestSee “Cable Modem Start Up Sequence”On Flash Off Off Retrieving telephone net-work informationOn Off Flash Off Retrieving telephone lineinformationOn Flash Flash Off Activating telephone serviceNormal Operation

Cable Modem Start Up SequenceUsing the Reset ButtonUse the Reset button, on the back of the Telephony Gateway, to reset the modemand perform initialization as if you power cycled the unit. You may need to reset theTelephony Gateway if you are having problems connecting to the Internet. Usingthis button will be rare.Use a pointed non-metallic object to press this button. The photo to the left showsthe location of the Reset button. The Reset button is recessed to prevent acci-dental resets.The diagram on the left shows the location of the reset button.Resetting the Router to Factory DefaultsTo reset the router to factory defaults, press and hold the Reset but ton on the backof the Telephony Gateway for more than ﬁfteen seconds. This restores the wirelesssetup conﬁguration and router conﬁguration parameters to the factory defaults. Youmay need to do this if a misconﬁguration has locked out all access.DS US Online DescriptionFlash Off Off Downstream searchOn Flash Off Downstream found; upstream searchOn On FlashDownstream and Upstream found;retrieving setup information fromcable operatorOn On On Ready for serviceTouchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary47CableEthernet10/100/1000TelephoneReset USB1/222143ResetButton

Booting from BatteryThe TG852 supports a “Boot from Battery” feature that allows the Telephony Gate-way to begin service without AC power.To start the TG852 from its battery, follow these steps:1If a battery is already installed in the Telephony Gateway, remove it.2Re-insert the battery into the Telephony Gateway (see Battery Installationand Removal for details).3Press the Reset button; the Power light should turn on immediately.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary48

TroubleshootingThe Telephony Gateway is plugged in, but the Power light is off.Check all power connections. Is the power cord plugged in ﬁrmly at bothends?If you plugged the power cord into a power strip, make sure the strip isswitched on.Avoid using an outlet controlled by a wall switch, if possible.Finally, check the fuse or circuit breaker panel.I’m not getting on the Internet (all connections).It may take over 30 minutes to establish a connection the ﬁrst time youpower up your Telephony Gateway, especially when many people are online.Always leave your Telephony Gateway plugged into AC power and connectedto the cable system.Check the front panel lights:• The Power and Online lights should be on.• If the Power light blinks for more than 30 minutes, call your cablecompany for assistance.Check your cable connections. Connectors should be tight. The coax cableshould not be pinched, kinked, or bent sharply—any of these can cause abreak or short in the cable (you may have to replace the cable). If you haveone or more splitters between the Telephony Gateway and CATV outlet, re-move the splitters and connect the Telephony Gateway directly to the out-let.Proceed to the Ethernet or wireless solutions (next page) if necessary.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary49

I’m not getting on the Internet. (Ethernet)If you are using a hub, is the hub turned on?Are you using the right type of Ethernet cable? Use the supplied cable for di-rect connection to a computer; use a cross-over cable for connection to ahub.Press the Reset button on the back of the Telephony Gateway.A misconﬁguration could lock out all access to the Telephony Gateway router.If you think this has happened, see Resetting the Router to Factory Defaults.I’m not getting on the Internet. (Wireless)Check the indicator lights (see Using the Telephony Gateway) — the WiFilight should be on.Does your connection utility discover your wireless LAN? If you turned off“Broadcast SSID” you need to manually enter the name of your wireless LANin the connection utility.Change your security mode to “WEP” or “disabled”. If you use “disabled,”enable one of the other security modes as soon as you ﬁnd the problem.A misconﬁguration could lock out all access to the Telephony Gateway router.If you think this has happened, see Resetting the Router to Factory Defaults.My wireless Internet connection stops working sometimes.This is usually caused by interference — two common sources are 2.4GHz“remote” telephones and microwave ovens. If you cannot remove the inter-fering product, try using a different channel or setting Protected Mode.I can get on the Internet, but everything is slow.If the Web site you are visiting is very popular, that site may be having trou-ble servicing all the requests. If other sites download quickly, wait for a fewminutes and try again. Usage during peak hours may also affect the con nec-tion speed.Other communications on the LAN, or interference with wireless connec-tions, may slow down your connection.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary50

I don’t have dial tone when I pick up my phone, why?In order for telephone service to be functional on the Telephony Gateway,telephone service must have been purchased from the service provider andconﬁgured on your Telephony Gateway. The following steps should help inidentifying the source of the problem.1Is the Power LED lit?• If not, check to make sure the Telephony Gateway is plugged inand the outlet has power.• If the LED is lit, go to the next step.2Is the Online LED lit?• If not, check the coax connection at the Telephony Gateway andthe wall. Ensure they are connected and tight. If they are andyou do not have dial tone, contact your service provider.• If the Online LED is lit, go to the next step.3Is the Telephone (Tele 1 or Tel 2) LED lit?• If not, phone service has not been set up on that line. Contactyour service provider.• If it is blinking, there is a phone off hook somewhere in thehouse. Find that phone and hang it up.• If it is lit, go to the next step.4Is the phone plugged directly into the Telephony Gateway?• Make sure the phone is plugged into the port on the back of theTelephony Gateway labeled “Telephone 1/2” for line 1, and “Tele-phone 2” for line 2.• If so, try a different phone. Make sure the new phone is a work-ing phone.• If a known good phone is used and you still don’t have dial tone,try a different phone cable. If a new phone and cable do not re-store dial tone, call your service provider.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary51

5Is the Telephony Gateway plugged into a wall outlet?• If so, unplug the RJ-11 connector at the back of the TelephonyGateway and plug in a known working phone. If you now havedial tone, the problem is with the house wiring. Contact yourcable company or a qualiﬁed wiring technician to correct thehouse wiring. If you still do not have dial tone, contact your serv-ice provider.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary52

GlossaryThe following is a list of common cable and networking terms.Amp-hour (Ah)A measure of battery capacity. For example, a 1.0Ah battery can nominallysupply one Ampere of current for one hour.Category 5 (Cat5)A high-quality type of cable, used for Fast Ethernet (100BaseT) connec tions.When purchasing Ethernet cables, always look for Category 5 cable.Coaxial cable (coax)A thin wire, used to connect your television and Telephony Gateway to thecable TV system. You can buy coax from any electronics retailer and manydiscount stores.CPECustomer Premise Equipment. This is the equipment that is plugged in to theTelephony Gateway; typically a computer or hub.Cross-overAn Ethernet cable used to connect two hubs (or a hub and a cable modem)together. Also, some Ethernet hubs may have built-in cross-over on one ormore ports (which eliminates the need for a cross-over cable).DHCPDynamic Host Conﬁguration Protocol. An IP protocol used to provide an IPaddress and location of services (such as DNS and TFTP) needed by a de-vice connecting to the network. DHCP allows the cable company to con ﬁgureyour computer’s networking software for you.DNSDomain Name Service (Server). An IP service that associates a domainname (such as www.example.com) with an IP address.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary53

DownstreamIn an HFC network, the direction from the head-end to the subscriber. Someolder cable documentation may refer to this as the forward path.DOCSISData Over Cable System Interface Speciﬁcation. The interoperability stan-dards used for data communications equipment on an HFC network.EMTAEmbedded Multimedia Terminal Adapter. An MTA device that is integratedwith a cable modem.EthernetA standard method of connecting two or more computers into a Local AreaNetwork (LAN).EuroDOCSISThe European version of DOCSIS.EventAn informational message used for monitoring network status.F-connectorThe type of connector used on coax cable. There are two common types ofF-connector, slip-on and screw-on. Use coax with screw-on connectors forconnecting your Telephony Gateway.FirewallA hardware or software device that prevents unauthorized access to a pri-vate network from the Internet. The TG852 provides a built-in ﬁrewall.GatewayThe device, usually a router, that connects devices on a given IP subnet toother IP subnets.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary54

HeadendThe “central ofﬁce” in an HFC network. The headend houses both video anddata equipment. In larger cable networks, a “master” headend often feedsseveral “remote” headends to provide distributed services.HTTPHyperText Transfer Protocol.HubA box with several Ethernet connectors. Ethernet hubs provide a commonpoint of contact for all connected devices.IP addressA number assigned to your computer by your cable company, used to iden-tify your computer to other systems on the Internet.ISDNIntegrated Services Digital Network. A digital telephony standard that pro-vides communication speeds about twice as fast as standard dialup.LANLocal Area Network. A network that allows computers in a single location(such as a building) to communicate with one another.LEDLight Emitting Diode. A semi-conductor diode that emits light when currentis passed through it.MAC addressA number that uniquely identiﬁes any device connected to a network. Yourcable company uses your Telephony Gateway’s MAC address to authorizeaccess to the Internet. The MAC address is printed on a label on the bottomof your Telephony Gateway.ProtocolA set of rules and formats that determines the communication behavior ofnetwork entities at a given layer.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary55

ProxyA device or program that stands in between a server (for example, a website) and a client (your browser), providing a way to relieve some of theburden from the server. For example, your cable company may have a webproxy that keeps copies of popular web pages; the proxy can send you thosepages instead of fetching them directly from the web site, resulting in fasterpage loading and less network congestion.RFAbbreviation for Radio Frequency. Some literature refers to coax as “RFcable” and the connectors as “RF connectors.”RJ-11A standard 2-conductor modular connector, commonly used in North Amer-ica for connecting telephones.RJ-45A standard 8-conductor modular connector, commonly used on Ethernetcable. An RJ-45 connector looks like a wide RJ-11 (telephone) connector.SplitterA small box with three cable connectors: one input and two outputs. Youmay need a splitter if you have a TV already connected to the cable outletthat you want to use for your Telephony Gateway. You can buy a splitterfrom any electronics retailer and most discount stores.SSIDService Set IDentiﬁer, a string of text (up to 32 characters long) thatuniquely identiﬁes a wireless LAN.Switched outletA power outlet that may be turned on and off using a wall switch. Usuallyintended for lamps. Avoid plugging your computer or Telephony Gatewayinto a switched outlet to avoid disruptions.TCP/IPTransmission Control Protocol/Internet Protocol. The protocols used to facil-itate communications across one or more connected networks.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationEthernetConﬁguration Usage Troubleshooting Glossary56

TDMATime Division Multiple Access. A method used by DOCSIS-compliant cablemodems for sending upstream data with minimal interference.UpstreamThe path from a subscriber device to the headend. Some older cable docu-mentation may refer to this as the return path or reverse path.WEPWired Equivalent Privacy, a common standard for encrypting data sent overa wireless LAN.WPAWi-ﬁ Protected Access, a standard for encrypting data sent over a wirelessLAN. WPA offers improved security over WEP.Touchstone TG852 Telephony Gateway User’s GuideSafetyGettingStartedBatteryInstallation InstallationWirelessConﬁgurationEthernetConﬁguration Usage Troubleshooting Glossary57