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OL- 29159-02 Cisco Model DPC3828 DOCSIS 3.0 8x4 Wireless Residential Gateway User Guide
Please Read Important Please read this entire guide. If this guide provides installation or operation instructions, give particular attention to all safety statements included in this guide.
Notices Trademark Acknowledgments Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. DOCSIS is a registered trademark of Cable Television Laboratories, Inc. EuroDOCSIS, EuroPacketCable, and PacketCable are trademarks of Cable Television Laboratories, Inc. The Wi-Fi Protected Setup mark is a mark of the Wi-Fi Alliance. Wi-Fi Protected Setup is a trademark of the Wi-Fi Alliance. Other third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) Publication Disclaimer Cisco Systems, Inc. assumes no responsibility for errors or omissions that may appear in this publication. We reserve the right to change this publication at any time without notice. This document is not to be construed as conferring by implication, estoppel, or otherwise any license or right under any copyright or patent, whether or not the use of any information in this document employs an invention claimed in any existing or later issued patent. Disclaimer The maximum performance for wireless is derived from IEEE Standard 802.11 specifications. Actual performance can vary, including lower wireless network capacity, data throughput rate, range and coverage. Performance depends on many factors, conditions and variables, including distance from the access point, volume of network traffic, building materials and construction, operating system used, mix of wireless products used, interference and other adverse conditions. Software and Firmware Use The software described in this document is protected by copyright law and furnished to you under a license agreement. You may only use or copy this software in accordance with the terms of your license agreement. The firmware in this equipment is protected by copyright law. You may only use the firmware in the equipment in which it is provided. Any reproduction or distribution of this firmware, or any portion of it, without our express written consent is prohibited.
Copyright © 2013 Cisco Systems, Inc. All rights reserved. Printed in the United States of America. Information in this publication is subject to change without notice. No part of this publication may be reproduced or transmitted in any form, by photocopy, microfilm, xerography, or any other means, or incorporated into any information retrieval system, electronic or mechanical, for any purpose, without the express permission of Cisco Systems, Inc.
OL-29159-02 iii Contents IMPORTANT SAFETY INSTRUCTIONS vii United States FCC Compliance xi CE Compliance xiii Chapter 1 Introducing the DOCSIS Wireless Residential Gateway 1 Introduction ......................................................................................................................... 2 What's In the Carton? .......................................................................................................... 3 Front Panel Description ...................................................................................................... 4 Back Panel Description ....................................................................................................... 5 Chapter 2 Installing the DOCSIS Wireless Residential Gateway 7 Installation P reparations ..................................................................................................... 8 Install the Wireless Res idential Gateway ........................................................................ 13 Chapter 3 Operation of Front Panel Indicators 15 Initial Power Up, Calibration, and Registration (AC Power Applied).......................... 16 Normal Op erations (AC Power Applied) ....................................................................... 18 Special Conditions ............................................................................................................. 19 Chapter 4 Troubleshooting the DOCSIS Wireless Residential Gateway 21 Frequently Asked Questions ............................................................................................ 22 Common Troubleshooting Issues .................................................................................... 27 Tips for Improved Performa nce ....................................................................................... 28 Chapter 5 Customer Information 29 Index 31
Notice to Installers The servicing instructions in this notice are for use by qualified service personnel only. To reduce the risk of electric shock, do not perform any servicing other than that contained in the operating instructions, unless you are qualified to do so. Notice à l’attention des installateurs de réseaux câblés Les instructions relatives aux interventions d’entretien, fournies dans la présente notice, s’adressent exclusivement au personnel technique qualifié. Pour réduire les risques de chocs électriques, n’effectuer aucune intervention autre que celles décrites dans le mode d'emploi et les instructions relatives au fonctionnement, à moins que vous ne soyez qualifié pour ce faire.
Mitteilung für CATV-Techniker Die in dieser Mitteilung aufgeführten Wartungsanweisungen sind ausschließlich für qualifiziertes Fachpersonal bestimmt. Um die Gefahr eines elektrischen Schlags zu reduzieren, sollten Sie keine Wartungsarbeiten durchführen, die nicht ausdrücklich in der Bedienungsanleitung aufgeführt sind, außer Sie sind zur Durchführung solcher Arbeiten qualifiziert. Aviso a los instaladores de sistemas CATV Las instrucciones de reparación contenidas en el presente aviso son para uso exclusivo por parte de personal de mantenimiento cualificado. Con el fin de reducir el riesgo de descarga eléctrica, no realice ninguna otra operación de reparación distinta a las contenidas en las instrucciones de funcionamiento, a menos que posea la cualificación necesaria para hacerlo. 20080814_Installer820_Intl
IMPORTANT SAFETY INSTRUCTIONS OL-29159-02 vii IMPORTANT SAFETY INSTRUCTIONS 1) Read these instructions. 2) Keep these instructions. 3) Heed all warnings. 4) Follow all instructions. 5) Do not use this apparatus near water. 6) Clean only with dry cloth. 7) Do not block any ventilation openings. Install in accordance with the manufacturer's instructions. 8) Do not install near any heat sources such as radiators, heat registers, stoves, or other apparatus (including amplifiers) that produce heat. 9) Do not defeat the safety purpose of the polarized or grounding-type plug. A polarized plug has two blades with one wider than the other. A grounding-type plug has two blades and a third grounding prong. The wide blade or the third prong are provided for your safety. If the provided plug does not fit into your outlet, consult an electrician for replacement of the obsolete outlet. 10) Protect the power cord from being walked on or pinched particularly at plugs, convenience receptacles, and the point where they exit from the apparatus. 11) Only use attachments/accessories specified by the manufacturer. 12) Use only with the cart, stand, tripod, bracket, or table specified by the manufacturer, or sold with the apparatus. When a cart is used, use caution when moving the cart/apparatus combination to avoid injury from tip-over. 13) Unplug this apparatus during lightning storms or when unused for long periods of time. 14) Refer all servicing to qualified service personnel. Servicing is required when the apparatus has been damaged in any way, such as a power-supply cord or plug is damaged, liquid has been spilled or objects have fallen into the apparatus, the apparatus has been exposed to rain or moisture, does not operate normally, or has been dropped. Power Source Warning A label on this product indicates the correct power source for this product. Operate this product only from an electrical outlet with the voltage and frequency indicated on the product label. If you are uncertain of the type of power supply to your home or business, consult your service provider or your local power company. The AC inlet on the unit must remain accessible and operable at all times.
IMPORTANT SAFETY INSTRUCTIONS viii OL-29159-02 Ground the Product WARNING: Avoid electric shock and fire hazard! If this product connects to coaxial cable wiring, be sure the cable system is grounded (earthed). Grounding provides some protection against voltage surges and built-up static charges. Protect the Product from Lightning In addition to disconnecting the AC power from the wall outlet, disconnect the signal inputs. Verify the Power Source from the On/Off Power Light When the on/off power light is not illuminated, the apparatus may still be connected to the power source. The light may go out when the apparatus is turned off, regardless of whether it is still plugged into an AC power source. Eliminate AC Power/Mains Overloads WARNING: Avoid electric shock and fire hazard! Do not overload AC power/mains, outlets, extension cords, or integral convenience receptacles. For products that require battery power or other power sources to operate them, refer to the operating instructions for those products. Provide Ventilation and Select a Location  Remove all packaging material before applying power to the product.  Do not place this apparatus on a bed, sofa, rug, or similar surface.  Do not place this apparatus on an unstable surface.  Do not install this apparatus in an enclosure, such as a bookcase or r ack, unless the installation provides proper ventilation.  Do not place entertainment devices (such as VCRs or DVDs), lamps, books, vases with liquids, or other objects on top of this product.  Do not block ventilation openings. Operating Environment This product is designed for operation indoors with a temperature range from 32° to 104° F (0° to 40°C). Each product should have adequate spacing on all sides so that the cooling air vents on the chassis are not blocked.
IMPORTANT SAFETY INSTRUCTIONS OL-29159-02 ix Protect from Exposure to Moisture and Foreign Objects WARNING: Avoid electric shock and fire hazard! Do not expose this product to dripping or splashing liquids, rain, or moisture. Objects filled with liquids, such as vases, should not be placed on this apparatus. WARNING: Avoid electric shock and fire hazard! Unplug this product before cleaning. Do not use a liquid cleaner or an aerosol cleaner. Do not use a magnetic/static cleaning device (dust remover) to clean this product. WARNING: Avoid electric shock and fire hazard! Never push objects through the openings in this product. Foreign objects can cause electrical shorts that can result in electric shock or fire. Service Warnings WARNING: Avoid electric shock! Do not open the cover of this product. Opening or removing the cover may expose you to dangerous voltages. If you open the cover, your warranty will be void. This product contains no user -serviceable parts. Check Product Safety Upon completion of any service or repairs to this product, the service technician must perform saf ety checks to determine that this product is in proper operating condition. Protect the Product When Moving It Always disconnect the power source when moving the apparatus or connecting or disconnecting cables.
United States FCC Compliance OL-29159-02 xi United States FCC Compliance This device has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable protection against such interference in a residential installation. This equipment generates, uses, and can radiate radio frequency energy. If not installed and used in accordance with the instructions, it may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment OFF and ON, the user is encouraged to try to correct the interference by one or more of the following measures:  Reorient or relocate the receiving antenna.  Increase the separation between the equipment and receiver.  Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.  Consult the service provider or an experienced radio/television technician for help. Any changes or modifications not expressly approved by Cisco Systems, Inc., could void the user's authority to operate the equipment. The information shown in the FCC Declaration of Conformity paragraph below is a requirement of the FCC and is intended to supply you with information regarding the FCC approval of this device. The phone numbers listed are for FCC-related questions only and not intended for questions regarding the connection or operation for this device. Please contact your service provider for any questions you may have regarding the operation or installation of this device. Declaration of Conformity This device complies with Part 15 of FCC Rules. Operation is subject to the following two conditions: 1) the device may not cause harmful interference, and 2) the device must accept any interference received, including interference that may cause undesired operation. DOCSIS Wireless Residential Gateway Model(s): DPC3828 Manufactured by: Cisco Systems, Inc. 5030 Sugarloaf Parkway Lawrenceville, Georgia 30044 USA Canada EMI Regulation This Class B digital apparatus complies with Canadian ICES-003. Cet appareil numérique de la class B est conforme à la norme NMB-003 du Canada.
United States FCC Compliance x ii OL-29159-02 RF Exposure Statements Note: This transmitter must not be co-located or operated in conjunction with any other antenna or transmitter. This equipment should be installed and operated with a minimum distance of 7.9 inches (20 cm) between the radiator and your body. For products available in the USA/Canada market, only channels 1-11 can be operated. The selection of other channels is not possible. US This system has been evaluated for RF exposure for humans in reference to ANSI C 95.1 (American National Standards Institute) limits. The evaluation was based in accordance with FCC OET Bulletin 65C rev 01.01 in compliance with Part 2.1091 and Part 15.27. The minimum separation distance from the antenna to general bystander is 7.9 inches (20 cm) to maintain compliance. Canada This system has been evaluated for RF exposure for humans in reference to Canada Health Code 6 (2009) limits. The evaluation was based on evaluation per RSS-102 Rev 4. The minimum separation distance from the antenna to general bystander is 7.9 inches (20 cm) to maintain compliance. 20100527 FCC DSL_Domestic
CE Compliance OL-29159-02 x iii CE Compliance Declaration of Conformity with Regard to the EU Directive 1999/5/EC (R&TTE Directive) This declaration is only valid for configurations (combinations of software, firmware and hardware) supported or provided by Cisco Systems for use within the EU. The use of software or firmware not supported or provided by Cisco Systems may result in the equipment no longer being compliant with the regulatory requirements.
CE Compliance x iv OL-29159-02 Note: The full declaration of conformity for this product can be found at http://www.cisco.com/web/co nsumer/support/compliance_info.htm l. The following standards were applied during the assessment of the product against the requirements of the Directive 1999/5/EC:  Radio: EN 300 328  EMC: EN 301 489-1 and EN 301 489-17  Safety: EN 60950 and EN 50385 The CE mark and class-2 identifier are affixed to the product and its packaging. This product conforms to the following European directives: -1999/5/EC National Restrictions This product is for indoor use only. France For 2.4 GHz, the output power is restricted to 10 mW EIRP when the product is used outdoors in the band 2454 - 2483.5 MHz. There are no restrictions when used in other parts of the 2.4 GHz band. Check http://www.arcep.fr/ for more details. Pour la bande 2,4 GHz, la puissance est limitée à 10 mW en p.i.r.e. pour les équipements utilisés en extérieur dans la bande 2454 - 2483,5 MHz. Il n'y a pas de restrictions pour des utilisations dans d'autres parties de la bande 2,4 GHz. Consultez http://www. arcep.fr/ pour de plus amples détails. Italy This product meets the National Radio Interface and the requirements specified in the National Frequency Allocation Table for Italy. Unless this wireless LAN product is operating within the boundaries of the owner's property, its use requires a “general authorization.” Please check http://www.comunicazioni.it/it/ for more details. Questo prodotto è conforme alla specifiche di Interfaccia Radio Nazionali e rispetta il Piano Nazionale di ripartizione delle frequenze in Italia. Se non viene installato all 'interno del proprio fondo, l'utilizzo di prodotti Wireless LAN richiede una “Autorizzazione Generale”. Consultare http://www.comunicazioni.it/it/ per maggiori dettagli. Latvia The outdoor usage of the 2.4 GHz band requires an authorization from the Electronic Communications Office. Please check http://www.esd.lv for more details. 2,4 GHz frekvenču joslas izmantošanai ārpus telpām nepieciešama atļauja no Elektronisko sakaru direkcijas. Vairāk informācijas: http://www.esd.lv. Note: The regulatory limits for maximum output power are specified in EIRP. The EIRP level of a device can be calculated by adding the gain of the antenna used (specified in dBi) to the output power available at the connector (specified in dBm).
CE Compliance OL-29159-02 xv Antennas Use only the antenna supplied with the product. 20110311_CE_Gateway
OL-29159-02 1 Purpose This guide covers the following product models:  DPC3828 DOCSIS Wireless Residential Gateway All features described in this guide are standard to these models of residential gateways unless otherwise noted. For the purpose of this guide, whenever a feature or option applies to only a specific model, the model number is specified. If a model number is not specified, then the feature or option applies to both of the models. Audience This guide is written for the home subscriber. Document Version This is the first formal release of this document. 1 Chapter 1 Introducing the DOCSIS Wireless Residential Gateway In This Chapter  Introduction ..........................................................................................2  What's In the Carton? ...........................................................................3  Front Panel Description .......................................................................4  Back Panel Description ........................................................................5
Chapter 1 Introducing the DOC SIS Wireless Residential Gateway 2 OL-29159-02 Introduction Your new Cisco® Model DPC3828 DOCSIS® 3.0 Wireless Residential Gateway meets industry standards for high-speed data connectivity. This residential gateway delivers data and wired (Ethernet) or wireless gateway capabilities to connect a variety of devices in the home or small office and support high-speed data access and cost-effective voice services, all in one device. This guide provides procedures and recommendations for installing, operating, and troubleshooting your residential gateway for high-speed Internet service. Contact your service provider for more information about subscribing to these services. Your new residential gateway offers the following outstanding benefits and features:  Compliant with DOCSIS 3.0, 2.0, and 1.x standards specifications to deliver high-end performance and reliability  High performance broadband Internet connectivity to energize your online experience  Four 1000/100/10BASE-T Ethernet ports to provide wired connectivity  802.11n Wireless Access Point  User configurable Parental Control blocks access to undesirable Internet sites  Advanced firewall technology deters hackers and protects the home network from unauthorized access  Attractive compact design that allows for vertical, horizontal, or wall-mounted operation  Color-coded interface ports and corresponding cables simplify installation and setup  DOCSIS-5 compliant LED labeling and behavior provides a user and technician friendly method to check operational status and act as a troubleshooting tool  Allows automatic software upgrades by your service provider
What's In the Carton? OL-29159-02 3 What's In the Carton? When you receive your residential gateway, you should check the equipment and accessories to verify that each item is in the carton and that each item is undamaged. The carton contains the following items: One DPC3828 DOCSIS Wireless Residential Gateway One power adapter (models requiring external power supply) One Ethernet cable (May not be provided with all products.) One USB cable (Image may vary from actual product. May not be provided with all products.) If any of these items are missing or damaged, please contact your service provider for assistance. Notes:  You need an optional cable signal splitter and additional standard RF coaxial cables if you want to connect a VCR, a Digital Home Communications Terminal (DHCT) or a set-top converter, or a TV to the same cable connection as your residential gateway.  If your product supports telephone service, cables, and other equipment needed for telephone service must be purchased separately. Contact your service provider to inquire about the equipment and cables you need for telephone service.
Chapter 1 Introducing the DOC SIS Wireless Residential Gateway 4 OL-29159-02 Front Panel Description The front panel of your residential gateway provides LED status indicators that indicate how well and at what state your residential gateway is operating. See Operation of Front Panel Indicators (on page 15), for more information on front panel LED status indicator functions. 1 POWER—ON, power is applied to the residential gateway. 2 DS—ON, the residential gateway is receiving data from the cable network. 3 US—ON, the residential gateway is sending data to the cable network. 4 ONLINE—ON, the residential gateway is registered on the network and fully operational. 5 LINK—ON, the Ethernet connection is operational. BLINKING indicates that data is being transferred over the Ethernet connection. OFF indicates that the Ethernet connection is not connected or has been disabled by the user. 6 USB—ON, a device is connected to the USB port. BLINKING indicates that data is being transferred over the USB connection. 7 WIRELESS ON/OFF (Optional)—Press this button to activate and turn on the Wireless feature. This feature allows users to transfer data over the wireless connection. When the WIRELESS indicator is ON, it indicates that the Wireless Access Point is operational. BLINKING indicates that data is being transferred over the wireless connection. OFF indicates that the Wireless feature has been disabled. 8 WIRELESS SETUP—Press this button to activate the Wireless Setup feature. This feature allows users to add new Wireless Protected Setup (WPS) compliant wireless clients to the home network. When the SETUP indicator is OFF (normal condition), it indicates that the wireless setup is not active. BLINKING indicates the user has activated wireless setup to add new wireless clients on the wireless network.
Back Panel Description OL-29159-02 5 Back Panel Description The following illustration identifies the back panel components on the DPC3828 residential gateways. Descriptions for each component follow the illustration. Important: Do not connect your PC to both the Ethernet and USB ports at the same time. Your residential gateway will not function properly if both the Ethernet and USB ports are connected to your PC at the same time. 1 ON/OFF SWITCH (Provided only on products that carry the CE mark)—Allows you to turn off the residential gateway without removing the power cord. Turning the residential gateway off using this switch ensures that the unit is consuming no energy. 2 POWER—Connects the residential gateway to the AC power adapter that is provided with your residential gateway. Important: Use only the power supply provided with your residential gateway. 3 USB (Optional for some models)—Connects to selected devices. For models that support USB, the default is one USB port. 4 ETHERNET—Four RJ-45 Ethernet ports connect to the Ethernet port on your PC or your home network. 5 CABLE—F-connector connects to an active cable signal from your service provider. 6 RESET—A momentary pressing (1-2 seconds) of this switch restarts (power cycles) the device. Pressing and holding the switch for more than ten seconds first causes a reset-to-factory-default of all settings and then restarts (power cycles) the device. CAUTION: The RESET button is for maintenance purposes only. Do not use unless instructed to do so by your service provider. Doing so may cause you to lose any settings you have selected. 7 MAC ADDRESS LABEL—Displays the CM and WAN MAC addresses for the residential gateway
OL-29159-02 7 Introduction This chapter describes how to properly install the residential gateway and to connect the residential gateway to a computer and other devices. 2 Chapter 2 Installing the DOCSIS Wireless Residential Gateway In This Chapter  Installation P reparations ......................................................................8  Install the Wireless Res idential Gateway .........................................13
Chapter 2 Installing the DOC SIS Wireless Residential Gateway 8 OL-29159-02 Installation Preparations Before installing the residential gateway, make sure that your system meets or exceeds the requirements listed in this section. Also, make sure that you have prepared your home and home devices as described in this section. What Are the System Requirements for Internet Service? To ensure that your residential gateway operates efficiently for high-speed Internet service, you must have an Internet-capable PC, Mac, or Internet appliance equipped with an Ethernet port. Note: You will also need an active cable input line and an Internet connection. What Types of Service Accounts Do I Need? Depending upon the features your service provider offers, you may need to establish one or both of the following accounts:  A high-speed Internet access account, if your residential gateway supports an Internet connection  An account for telephone service, if your residential gateway supports digital telephone service Refer to one of the following topics to learn more about the types of service accounts that you may need to establish. High-Speed Internet Access Account If you do not have a high-speed Internet access account, your service provider will set up your account and become your Internet Service Provider (ISP). Internet access enables you to send and receive e-mail, access the World Wide Web, and receive other Internet services. You will need to give your service provider information about the residential gateway in order to use the high-speed internet feature that this product offers. Refer to Information Your Service Provider Needs (on page 9) to learn how to locate the information your service provider needs to establish a high-speed Internet access account for the residential gateway If you have an existing high-speed Internet access account, you will need to give your service provider the serial number and MAC address of the residential gateway in order to use the high-speed internet feature that this product offers. Refer to Information Your Service Provider Needs (on page 9) to learn how to locate this information.
Installation Preparations OL-29159-02 9 Information Your Serv ice Prov ider Needs You will need to give your service provider the following information, which is printed on the bar code label attached to the device:  The Serial Number (S/N) of the residential gateway. The serial number consists of a series of nine digits.  The Media Access Control (CM MAC) address of the residential gateway. The CM MAC address consists of a series of 12 alphanumeric characters.  The Media Access Control (MAC) address of the residential gateway media terminal adapter (MTA MAC). The MTA MAC address consists of a series of 12 alphanumeric characters. The following illustration shows a typical bar coded label; the image may vary from the label on the actual product. Write down these numbers in the spaces provided: Serial Number _______________________ CM MAC MAC Address ________________________ MTA MAC Address ________________________ I Already Hav e a High-Speed Internet Access Account Where Is the Best Location for My Wireless Residential Gateway? The ideal location for your residential gateway is where it has access to outlets and other devices. Think about the layout of your home or office, and consult with your service provider to select the best location for your residential gateway. Read this user guide thoroughly before you decide where to place your residential gateway. Consider these recommendations:  Choose a location close to your computer if you will also use the residential
Chapter 2 Installing the DOC SIS Wireless Residential Gateway 10 OL-29159-02 gateway for high-speed Internet service.  Choose a location that is near an existing RF coaxial connection to eliminate the need for an additional RF coaxial outlet.  Choose a location that is relatively protected from accidental disturbance or harm, such as a closet, basement, or other protected area.  Choose a location so that there is plenty of room to guide the cables away from the residential gateway without straining or crimping them.  Choose a location that allows adequate ventilation around the residential gateway. How Do I Mount the Wireless Residential Gateway on a Wall? (Optional) If you wish, you can mount the residential gateway to a wall. This section describes how to mount the residential gateway to a wall, and includes a list of equipment you will need along with suggestions for choosing an appropriate place to mount the residential gateway. Select an Appropriate Place to Mount the Wireless Residential Gateway You may mount the residential gateway to a wall that is made of cement, wood, or drywall. When choosing an appropriate mounting place, refer to the following recommendations:  Ensure that the mounting location is free of obstructions on all sides, and the cables should be able to easily reach the residential gateway without strain.  Leave sufficient clearance between the bottom of the residential gateway and any flooring or shelving underneath to allow access to cabling.  Allow enough slack in all cables so that the residential gateway can be removed for any required maintenance without disconnecting the cables.  Choose a location that allows adequate ventilation around the residential gateway. Equipment Needed Verify that you have the following items that you will need to mount the residential gateway:  Two wall anchors for #8 x 1-inch screws  Two #8 x 1-inch pan head sheet metal screws  Drill with a 3/16-in. wood or masonry bit, as appropriate for the wall composition  A copy of the wall-mounting illustrations shown on the following pages
Installation Preparations OL-29159-02 11 Position the Wireless Residential Gateway Use the following illustrations to guide you in positioning the residential gateway on the wall. Location and Dimensions of the Wall-Mounting Slots The following illustration shows the location and dimensions of the wall-mounting slots on the bottom of the residential gateway. Use this illustration as a guide for mounting the residential gateway to the wall. Note: Image not to scale.
Chapter 2 Installing the DOC SIS Wireless Residential Gateway 12 OL-29159-02 Mounting the Wireless Residential Gateway on a Wall 1 Using a drill with a 3/16-inch bit, drill two holes at the same height and 4 inches apart. Note: The preceding graphic illustrates the location of the mounting holes on the back of the residential gateway. 2 Are you mounting the residential gateway into a drywall or concrete surface where a wooden stud is available?  If yes, go to step 3.  If no, drive the anchor bolts into the wall, and install the mounting screws into the anchor bolts; leave a gap of about 1/4-inch between the screw head and the wall. Then, go to step 4. 3 Install the mounting screws into the wall; leave a gap of about 1/4 -inch between the screw head and the wall. Then, go to step 4. 4 Verify that no cables or wires are connected to the residential gateway. 5 Lift the residential gateway into position. Slip the large end of both mounting slots (located in the back of the residential gateway) over the mounting screws, and then slide the residential gateway down until the narrow end of the keyhole slot contacts the screw shaft. Important: Verify that the mounting screws securely support the residential gateway before you release the unit.
Install the Wireless Residential Gateway OL-29159-02 13 Install the Wireless Residential Gateway This section describes how to connect your residential gateway to support the services that the residential gateway offers. Connect the Wireless Residential Gateway The following installation procedure ensures proper setup and configuration for the residential gateway. 1 Choose an appropriate and safe location to install the residential gateway (close to a power source, an active cable connection, and your PC-if using high-speed Internet). For assistance, go to Where Is the Best Location for My Wireless Residential Gateway? (on page 9). WARNING:  To avoid personal injury, follow the installation instructions in the exact order shown.  Wiring and connections must be properly insulated to prevent electrical shock.  Disconnect power from the residential gateway before attempting to connect to any device. 2 Power off your PC and other networking device; then, unplug them from the power source. 3 Connect the active RF coaxial cable from your service provider to the coax connector labeled CABLE on the back of the residential gateway. Note: To connect a TV, DHCT, set-top, or VCR from the same cable connection, you will need to install a cable signal splitter (not included). Always check with your service provider before using a splitter as a splitter may degrade the signal. 4 Connect your PC to the residential gateway using either of the following connections:  Ethernet Connection: Locate the yellow Ethernet cable, connect one end of the Ethernet cable to the Ethernet port on your PC, and connect the other end to the yellow ETHERNET port on the back of the residential gateway. Note: To install more Ethernet devices than ports provided on the residential gateway, use an external mulit-port Ethernet switch(s).  Wireless: Make sure that your wireless device is powered up. You will need to associate your wireless device with the wireless residential gateway once the residential gateway is operational. Follow the directions provided for your wireless device for associating with a wireless access point. If the residential gateway has a WIRELESS ON/OFF button, make sure that WIRELESS is enabled by confirming that the ON/OFF indicator is ON. If the indicator is OFF, press the ON/OFF button to enable the WIRELESS feature.
Chapter 2 Installing the DOC SIS Wireless Residential Gateway 14 OL-29159-02 More information about the factory default configuration of your wireless residential gateway can be found later in this guide in Configure Wireless Settings. 5 Locate the AC power cord provided with your residential gateway. Insert one end of the power cord into the AC connector on the back of the residential gateway. Then, plug the AC power cord into an AC outlet to power-up the residential gateway. The residential gateway will perform an automatic search to locate and sign on to the broadband data network. This process may take up to 2 -5 minutes. The residential gateway will be ready for use when the POWER, DS, US, and ONLINE LEDs on the front panel of the residential gateway stop blinking and remain on continuously. 6 Plug in and power on your PC and other home network devices. The LINK LED on the residential gateway corresponding to the connected devices should be on or blinking. 7 Once your residential gateway is online, most Internet devices will have immediate Internet access. Note: If your PC does not have Internet access, refer to How Can I Make Sure TCP/IP Is Configured Correctly on my PC? (see "How Do I Configure TCP/IP Protocol?" on page 22) for information on how to configure your PC for TCP/IP. For Internet devices other than PCs, refer to the DHCP or IP Address configuration section of the User Guide or Operations Manual for those devices.
OL-29159-02 15 Introduction This section describes the behavior of the front panel indicators when the residential gateway is first powered up, during normal operations, and in special conditions. 3 Chapter 3 Operation of Front Panel Indicators In This Chapter  Initial Power Up, Calibration, and Registration (AC Power Applied) ..............................................................................................16  Normal Op erations (AC Power Applied) ........................................18  Special Conditions ..............................................................................19
Chapter 3 Operation of Front Panel Indicators 16 OL-29159-02 Initial Power Up, Calibration, and Registration (AC Power Applied) The following chart illustrates the sequence of steps and the corresponding appearance of the residential gateway front panel LED status indicators during power up, calibration, and registration on the network when AC power is applied to the residential gateway. Use this chart to troubleshoot the power up, calibration, a nd registration process of your residential gateway. Note: After the residential gateway completes Step 7 (Data Network Registration Complete), the residential gateway proceeds immediately to Normal Operations. See Normal Operations (AC Power Applied) (on page 18). Front Panel LED Status Indicators During Initial Power Up, Calibration, and Registration Part 1, High Speed Data Registration Step: 1 2 3 4 5 6 Front Panel Indicator Self Test Downstream Scan Downstream Signal Lock Ranging Requesting IP Address Request High Speed Data Provisioning File 1 POWER On On On On On On 2 DS On Blinking On On On On 3 US On Off Off Blinking On On 4 ONLINE On Off Off Off Off Blinking 5 LINK On Off, On, or Blinking Off, On, or Blinking Off, On, or Blinking Off, On, or Blinking Off, On, or Blinking 6 USB On Off, On, or Blinking On or Blinking On or Blinking On or Blinking On or Blinking 7 WIRELESS ON/OFF Off On or Blinking On or Blinking On or Blinking On or Blinking On or Blinking 8 WIRELESS SETUP Off On or Blinking On or Blinking On or Blinking On or Blinking On or Blinking Front Panel LED Status Indicators During Initial Power Up, Calibration, and Registration High Speed Data Registration (continued) Step: 7 Front Panel Indicator Data Network Registration Complete 1 POWER On 2 DS On 3 US On 4 ONLINE On 5 LINK On
Initial Power Up, Calibration, and Registration (AC Power Applied) OL-29159-02 17 6 USB On or Blinking 7 WIRELESS ON/OFF On or Blinking 8 WIRELESS SETUP Off
Chapter 3 Operation of Front Panel Indicators 18 OL-29159-02 Normal Operations (AC Power Applied) The following chart illustrates the appearance of the residential gateway front panel LED status indicators during normal operations when AC power is applied to the gateway. Front Panel LED Status Indicators During Normal Conditions Front Panel Indicator Normal Operations 1 POWER On 2 DS On 3 US On 4 ONLINE On 5 LINK  On - When a single device is connected to the Ethernet port and no data is being sent to or from the residential gateway  Blinks - When only one Ethernet device is connected and data is being transferred between the consumer premise equipment (CPE) and the wireless home gateway  Off - When no devices are connected to the Ethernet ports 6 USB  On - When a single device is connected to the USB port and no data is being sent to or from the modem  Blinks - When only one USB device is connected and data is being transferred between the consumer premise equipment (CPE) and the wireless home gateway  Off - When no devices are connected to the USB ports 7 WIRELESS ON/OFF  On - When the wireless access point is enabled and operational  Blinks - When data is being transferred between the CPE and the wireless home gateway  Off - When the wireless access point is disabled by the user 8 WIRELESS SETUP  Off - When wireless setup is not active  Blinks - When wireless setup is active to add new wireless clients on the wireless network Note: In addition to the status shown in the previous table, some service providers use color-coded LEDs to indicate detailed channel bonding and data link status. For additional information about color-coded LEDs, check with your service provider.
Special Conditions OL-29159-02 19 Special Conditions The following chart describes the appearance of the residential gateway front panel LED status indicators during special conditions to show when you have been denied network access. Front Panel LED Status Indicators During Special Conditions Front Panel Indicator Network Access Denied 1 POWER Slow Blinking (once per second) 2 DS Slow Blinking (once per second) 3 US Slow Blinking (once per second) 4 ONLINE Slow Blinking (once per second) 5 LINK Slow Blinking (once per second) 6 USB Slow Blinking (once per second) 7 WIRELESS ON/OFF Slow Blinking (once per second) 8 WIRELESS SETUP Slow Blinking (once per second)
OL-29159-02 21 Introduction This chapter describes the most common issues that may occur after the residential gateway is installed and provides possible solutions and tips for improved performance of the residential gateway. 4 Chapter 4 Troubleshooting the DOCSIS Wireless Residential Gateway In This Chapter  Frequently Asked Questions .............................................................22  Common Troubleshooting Issues .....................................................27  Tips for Improved Performa nce ........................................................28
Chapter 4 Troubleshooting the DOCSIS Wireless Residential Gateway 22 OL-29159-02 Frequently Asked Questions This section provides answers to common questions about the residential gateway. How Do I Configure TCP/IP Protocol? To configure TCP/IP protocol, you need to have an Ethernet Network Interface Card (NIC) with TCP/IP communications protocol installed on your system. TCP/IP is a communications protocol used to access the Internet. This section contains instructions for configuring TCP/IP on your Internet devices to operate with the residential gateway in Microsoft Windows or Macintosh environments. TCP/IP protocol in a Microsoft Windows environment is different for each operating system. Follow the appropriate instructions in this section for your operating system. Configuring TCP/IP on Window s 7 Sy stems 1 Open Network Connections by clicking the Start button, and then clicking Control Panel. 2 In the Search box, type adapter, and then, under Network and Sharing Center, click View network connections. 3 Right-click the connection that you want to change, and then click Properties. If you are prompted for an administrator password or confirmation, type the password or provide confirmation. The Local Area Connection Properties window opens. 4 Click the Networking tab. 5 Under This connection uses the following items, click either Internet Protocol Version 4 (TCP/IPv4) or Internet Protocol Version 6 (TCP/IPv6), and then click Properties. 6 To specify IPv4 IP address settings, do one of the following:  To get IP settings automatically using DHCP, click Obtain an IP address automatically, and then click OK.  To specify an IP address, click Use the following IP address, and then, in the IP address, Subnet mask, and Default gateway boxes, type the IP address settings. 7 To specify IPv6 IP address settings, do one of the following:  To get IP settings automatically using DHCP, click Obtain an IPv6 address automatically, and then click OK.  To specify an IP address, click Use the following IPv6 address, and then, in the IPv6 address, Subnet prefix length, and the Default gateway boxes, type the IP address settings. 8 To specify DNS server address settings, do one of the following:
Frequently Asked Questions OL-29159-02 23  To get a DNS server address automatically using DHCP, click Obtain DNS server address automatically, and then click OK.  To specify a DNS server address, click Use the following DNS server addresses, and then, in the Preferred DNS server and Alternate DNS server boxes, type the addresses of the primary and secondary DNS servers. 9 To change advanced DNS, WINS, and IP settings, click Advanced. 10 When you are finished, click OK. 11 Try to access the Internet. If you cannot access the Internet, contact your service provider for further assistance. Configuring TCP/IP on Window s XP Sy stems 1 Click Start, and depending on your Start menu setup, choose one of the following options:  If you are using the Windows XP Default Start Menu, select Connect to, choose Show all connections, and then go to step 2.  If you are using the Windows XP Classic Start Menu, select Settings, choose Network Connections, click Local Area Connection, and then go to step 3. 2 Double-click the Local Area Connection icon in the LAN or High-Speed Internet section of the Network Connections window. 3 Click Properties in the Local Area Connection Status window. 4 Click Internet Protocol (TCP/IP), and then click Properties in the Local Area Connection Properties window. 5 Select both Obtain an IP address automatically and Obtain DNS server address automatically in the Internet Protocol (TCP/IP) Properties window, and then click OK. 6 Click Yes to restart your computer when the Local Network window opens. The computer restarts. The TCP/IP protocol is now configured on your PC, and your Ethernet devices are ready for use. 7 Try to access the Internet. If you cannot access the Internet, contact your service provider for further assistance. Configuring TCP/IP on Macintosh Sy stems 1 Click the Apple icon in the upper-left corner of the Finder. Scroll down to Control Panels, and then click TCP/IP. 2 Click Edit on the Finder at the top of the screen. Scroll down to the bottom of the menu, and then click User Mode. 3 Click Advanced in the User Mode window, and then click OK. 4 Click the Up/Down selector arrows located to the right of the Connect Via section of the TCP/IP window, and then click Using DHCP Server. 5 Click Options in the TCP/IP window, and then click Active in the TCP/IP Options window.
Chapter 4 Troubleshooting the DOCSIS Wireless Residential Gateway 24 OL-29159-02 Note: Make sure that the Load only when needed option is unchecked. 6 Verify that the Use 802.3 option located in the upper-right corner of the TCP/IP window is unchecked. If there is a check mark in the option, uncheck the option, and then click Info in the lower-left corner. 7 Is there a Hardware Address listed in this window?  If yes, click OK. To close the TCP/IP Control Panel window, click File, and then scroll down to click Close. You have completed this procedure.  If no, you must power off your Macintosh. 8 With the power off, simultaneously press and hold down the Command (Apple), Option, P, and R keys on your keyboard. Keeping those keys pressed down, power on your Macintosh but do not release these keys until you hear the Apple chime at least three times, then release the keys and let the computer restart. 9 When your computer fully reboots, repeat steps 1 through 7 to verify that all TCP/IP settings are correct. If your computer still does not have a Hardware Address, contact your authorized Apple dealer or Apple technical support center for further assistance. How Do I Renew the IP Address on My PC? If your PC cannot access the Internet after the residential gateway is online, it is possible that your PC did not renew its IP address. Follow the appropriate instructions in this section for your operating system to renew the IP address on your PC. Renew ing the IP Address on Window s 7 Sy stems 1 Click the Windows Start button. 2 Type cmd in the Search box. The cmd window opens. 3 Type ipconfig /renew and press Enter to renew the IP address of the computer. Renew ing the IP Address on Window s XP Sy stems 1 Click Start, and then click Run. The Run window opens. 2 Type cmd in the Open field and click OK. A window with a command prompt opens. 3 Type ipconfig /release at the C:/ prompt and press Enter. The system releases the IP address. 4 Type ipconfig /renew at the C:/ prompt and press Enter. The system displays a new IP address. 5 Click the X in the upper-right corner of the window to close the Command Prompt window. You have completed this procedure. Note: If you cannot access the Internet, contact your service provider for further assistance.
Frequently Asked Questions OL-29159-02 25 Renew ing the IP Address on Macintosh Sy stems 1 Close all open programs. 2 Open your Preferences folder. 3 Drag the tcp/ip preferences file to the Trash. 4 Close all open windows and empty the Trash. 5 Restart your computer. 6 As your computer starts, simultaneously press and hold down the Command (Apple), Option, P, and R keys on your keyboard. Keeping those keys pressed down, power on your Macintosh but do not release these keys until you hear the Apple chime at least three times; then, release the keys and let the computer restart. 7 When your computer fully reboots, click the Apple icon in the upper-left corner of the Finder. Scroll down to Control Panels, and then click TCP/IP. 8 Click Edit on the Finder at the top of the screen. Scroll down to the bottom of the menu, and then click User Mode. 9 Click Advanced in the User Mode window, and then click OK. 10 Click the Up/Down selector arrows located to the right of the Connect Via section of the TCP/IP window, and then click Using DHCP Server. 11 Click Options in the TCP/IP window, and then click Active in the TCP/IP Options window. Note: In some cases, the Load only when needed option does not appear. If it appears, select the option. A check mark appears in the option. 12 Verify that the Use 802.3 option located in the upper-right corner of the TCP/IP window is not selected. If there is a check mark in the option, select the option to clear the check mark, and then click Info in the lower-left corner. 13 Is there a Hardware Address listed in this window?  If yes, click OK. To close the TCP/IP Control Panel window, click File, and then scroll down to click Close.  If no, repeat these instructions from step 6. 14 Reboot your computer. What if I Don't Subscribe to Cable TV? If cable TV is available in your area, data service may be made available with or without subscribing to cable TV service. Contact your local service provider for complete information on cable services, including high-speed Internet access.
Chapter 4 Troubleshooting the DOCSIS Wireless Residential Gateway 26 OL-29159-02 How Do I Arrange for Installation? Call your service provider to inquire about professional installation. A professional installation ensures proper cable connection to the residential gateway and to your PC, and it ensures the proper configuration of all hardware and software settings. Contact your service provider for more information about installation. How Does the Wireless Residential Gateway Connect to My Computer? The residential gateway connects to the 10/100/1000BASE-T Ethernet port on your PC. To use the Ethernet interface, Ethernet cards available from your local PC or office supply retailer, or from your service provider. For best performance over an Ethernet connection, your PC should be equipped with a Gigabit Ethernet card. After My Wireless Residential Gateway Is Connected, How Do I Access the Internet? Your local service provider becomes your Internet Service Provider (ISP). They offer a wide range of services including e-mail, chat, news, and information services. Your service provider will provide the software you will need. Can I Watch TV and Surf the Internet at the Same Time? Absolutely! If you subscribe to cable television service, you can watch TV and use your residential gateway at the same time by connecting your TV and your residential gateway to the cable network using an optional cable signal splitter.
Common Troubleshooting Issues OL-29159-02 27 Common Troubleshooting Issues This section describes common problems and offers solutions. I don't understand the front panel status indicators See Operation of Front Panel Indicators (on page 15), for more detailed information on front panel LED status indicator operation and function. The Wireless Residential Gateway does not register an Ethernet connection Try one of the following solutions:  Verify that your computer has an Ethernet card and that the Ethernet driver software is properly installed. If you purchase and install an Ethernet card, follow the installation instructions very carefully.  Verify the status of the front panel status indicator lights. The Wireless Residential Gateway does not register an Ethernet connection after connecting to a hub If you are connecting multiple PCs to the residential gateway, you should first connect the residential gateway to the uplink port of the hub using the correct crossover cable. The LINK LED of the hub will illuminate continuously. The Wireless Residential Gateway does not register a cable connection The residential gateway works with a standard, 75-ohm, RF coaxial cable. If you are using a different cable, your residential gateway will not function properly. Contact your service provider to determine whether you are using the correct cable.
Chapter 4 Troubleshooting the DOCSIS Wireless Residential Gateway 28 OL-29159-02 Tips for Improved Performance If your residential gateway does not perform as expected, the following tips may help. If you need further assistance, contact your service provider.  Verify that the plug to your residential gateway AC power is properly inserted into an electrical outlet.  Verify that your residential gateway AC power cord is not plugged into an electrical outlet that is controlled by a wall switch. If a wall switch controls the electrical outlet, make sure the switch is in the ON position.  Verify that the ONLINE LED status indicator on the front panel of your residential gateway is illuminated.  Verify that your cable service is active and that it supports two-way service.  Verify that all cables are properly connected, and that you are using the correct cables.  If you are using the Ethernet connection, verify that your TCP/IP is properly installed and configured.  Verify that you have called your service provider and given them the serial number and MAC address of your residential gateway.  If you are using a cable signal splitter so that you can connect the residential gateway to other devices, remove the splitter and reconnect the cables so that the residential gateway is connected directly to the cable input. If the residential gateway now functions properly, the cable signal splitter may be defective and may need to be replaced.  If you are connected to your PC with an Ethernet connection, your PC should be equipped with a Gigabit Ethernet card for best performance.
OL-29159-02 29 Introduction If you have technical questions, call Cisco Services for assistance. Follow the menu options to speak with a service engineer. Access your company's extranet site to view or order additional technical publications. For accessing instructions, contact the representative who handles your account. Check your extranet site often as the information is updated frequently. 5 Chapter 5 Customer Information
OL-29159-02 31 A accessing the Internet • 28 accessories • 3 C cable service • 27 connections description of • 5 how to connect • 13 to computer • 28 E Ethernet • 29 exposure to moisture • viii F features, product • 3 I indicators behavior • 18, 20, 21 described • 4 operation of • 17 installation professional • 28 installation requirements minimum system requirements • 8 ventilation • viii Internet how to access • 28 surfing while watching T V • 28 unable to access • 26 IP address, renewing • 27 L LEDs • 4, 18, 20, 21 location selecting • viii, 9 O overview power switch • 5 product • 2 P performance, tips to improve • 30 product accessories • 3 features • 2 overview • 2 S safety instructions • vii ground product • vii system requirements • 8 T TCP/IP configuring for Macintosh systems • 25 configuring for Windows XP • 25 troubleshooting • 23 U unpacking • 3 USB • 3, 28 V ventilation requirements • viii Voice settings LEDs • 4, 18, 20, 21 W wall mounting instructions • 12 slots • 11 Index
Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-6387 Fax: 408 527-0883 This document includes various trademarks of Cisco Systems, Inc. Please see the Notices section of this document for a list of the Cisco Systems, Inc. trademarks used in this document. Product and service availability are subject to change without notice. © 2013 Cisco and/or its affiliates. All rights reserved. September 2013 Printed in USA Part Number OL-29159-02

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