ARRIS TG3452 User Manual

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Touchstone TG3452 Telephony Gateway

User Guide

Release 34 DRAFT 1.6 June 2017

June 2017

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Touchstone TG3452 Telephony Gateway User Guide Release 34 DRAFT 1.6

ARRIS Copyrights and Trademarks

No part of this publication may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from ARRIS Enterprises LLC. (“ARRIS”). ARRIS reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of ARRIS to provide notification of such revision or change.

ARRIS and the ARRIS logo are all trademarks of ARRIS Enterprises LLC. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks or the names of their products. ARRIS disclaims proprietary interest in the marks and names of others.

ARRIS provides this guide without warranty of any kind, implied or expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. ARRIS may make improvements or changes in the product(s) described in this manual at any time.

The capabilities, system requirements and/or compatibility with third-party products described herein are subject to change without notice.

Patent Notice

Protected under one or more of the following U.S. patents: http://www.arris.com/legal Other patents pending.

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Table of Contents

1. Overview ................................................................................................................ 5

Introduction ....................................................................................................................... 5

Getting Support ................................................................................................................. 5

Safety Requirements ............................................................................................... 6

FCC Part 15 ........................................................................................................................ 7

RF Exposure ............................................................................................................... 8

Canadian Compliance ........................................................................................................ 8

Radiation Exposure Statement .......................................................................................... 8

Innovation, Science and Economic Development Canada statement: ............................. 9

For Mexico ......................................................................................................................... 9

Getting Started ..................................................................................................... 10

About Your New Telephony Gateway ............................................................................. 10

What's in the Box ............................................................................................................. 10

Items You Need ............................................................................................................... 11

Getting Service ................................................................................................................. 12

System Requirements ...................................................................................................... 12

Recommended Hardware....................................................................................... 13

Windows ................................................................................................................. 13

Mac OS .................................................................................................................... 13

Linux/Unix ............................................................................................................... 13

About this Manual ........................................................................................................... 14

What About Security?...................................................................................................... 14

Ethernet or Wireless? ...................................................................................................... 15

Installing and Connecting your Telephony Gateway ............................................... 17

Front Panel ...................................................................................................................... 18

Rear Panel ........................................................................................................................ 19

Selecting an Installation Location .................................................................................... 20

Desktop Mounting Instructions .............................................................................. 20

Factors Affecting Wireless Range ........................................................................... 20

Connecting the Telephony Gateway ............................................................................... 22

Configuring Your Wireless Connection ............................................................................ 23

Accessing the Configuration Interface .................................................................... 24

Setting Parental Controls ................................................................................................. 25

Finding the MAC Address of a Computer ............................................................... 25

Making Your Parental Control Settings................................................................... 26

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5. Configuring Your Ethernet Connection ................................................................... 28

Requirements .................................................................................................................. 28

How to use this Chapter .................................................................................................. 28

TCP/IP Configuration for Windows Vista ......................................................................... 28

TCP/IP Configuration for Windows 7, Windows 8, or Windows 10 ................................ 29

TCP/IP Configuration for macOS...................................................................................... 29

Using the Telephony Gateway ............................................................................... 31

Setting up Your Computer to Use the Telephony Gateway ............................................ 31

Indicator Lights for the TG3452 ....................................................................................... 32

Online LED ............................................................................................................... 32

Wi-Fi LED ................................................................................................................. 33

Voice LED ................................................................................................................ 34

Using the Reset Button ........................................................................................... 35

Resetting the Router to Factory Defaults ............................................................... 36

Troubleshooting .................................................................................................... 37

The Telephony Gateway is plugged in, but the Power light is Off .................................. 37

I'm not getting on the Internet (all connections) ............................................................ 37

I'm not getting on the Internet (Ethernet) ...................................................................... 37

I'm not getting on the Internet (Wireless)....................................................................... 38

My wireless Internet connection stops working sometimes .......................................... 38

I can get on the Internet, but everything is slow ............................................................ 38

I don't have a dial tone when I pick up the phone - why? .............................................. 38

Glossary ................................................................................................................ 40

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Overview

Introduction

Get ready to experience the Internet’s express lane! Whether you’re checking out streaming media, downloading new software, checking your email, or talking with friends on the phone, the Touchstone TG3452 Telephony Gateway brings it all to you faster and more reliably. All while providing toll quality Voice over IP telephone service and both wired and wireless connectivity. It also provides a Lithium-Ion battery backup to provide continued telephone service during power outages.

The Touchstone TG3452 Telephony Gateway provides four Ethernet connections for use as the hub of your home/office Local Area Network (LAN). The TG3452 also provides

802.11a/b/g/n/ac wireless connectivity for enhanced mobility and versatility. In addition, the TG3452 provides for up to two separate lines of telephone service.

Chapter 1

The Telephony Gateway also offers integrated MoCA 2.0 home networking providing Internet access and transfer of multimedia content between devices over coaxial cable in the home.

Installation is simple and your service provider will provide assistance to you for any special requirements.

Getting Support

If you need assistance with your ARRIS product please contact your service provider.

For additional technical information and product User Guides please visit the ARRIS Support website at http://www.arris.com/consumers.

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Safety Requirements

The ARRIS Telephony Gateway complies with the applicable requirements for performance, construction, labeling, and information when used as outlined below:

CAUTION Potential equipment damage Potential loss of service

Connecting the Telephony Gateway to existing telephone wiring should only be performed by a professional installer. Physical connections to the previous telephone provider must be removed and the wiring must be checked; there must not be any voltages. Cancelation of telephone service is not adequate. Failure to do so may result in loss of service and/or permanent damage to the Telephony Gateway.

Chapter 2

CAUTION Risk of shock

Mains voltages inside this unit. No user serviceable parts inside. Refer service to qualified personnel only!

CAUTION Risk of explosion

Replacing the battery with an incorrect type, heating a battery above 75°C, or incinerating a battery, can cause product failure and a risk of fire or battery explosion. Do not dispose of in fire. Recycle or dispose of used batteries responsibly and in accordance with local ordinances.

 The Telephony Gateway is designed to be connected directly to a telephone.  Connecting the Telephony Gateway to the home’s existing telephone wiring should only

e performed by a professional installer.

 Do not use product near water (i.e. wet basement, bathtub, sink or near a swimming

pool, etc.), to avoid risk of electrocution.

 Do not use the telephone to report a gas leak in the vicinity of the leak.  The product shall be cleaned using only a damp, lint-free, cloth. No solvents or cleaning

agents shall be used.

 Do not use spray cleaners or aerosols on the device.  Avoid using and/or connecting the equipment during an electrical storm, to avoid risk of

electrocution.

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Chapter 2: Safety Requirements

 Do not locate the equipment within 6 feet (1.9 m) of a flame or ignition source (i.e. heat

registers, space heaters, fireplaces, etc.).

 Use only the AC power adapter (if provided) and power cord included with the

equipment.

 Equipment should be installed near the power outlet and should be easily accessible.  The shield of the coaxial cable must be connected to earth (grounded) at the entrance to

the building in accordance with applicable national electrical installation codes. In the U.S., this is required by NFPA 70 (National Electrical Code) Article 820. In the European Union and in certain other countries, CATV installation equipotential bonding requirements are specified in IEC 60728-11, Cable networks for television signals, so signals and interactive services, Part 11: Safety. This equipment is intended to be installed in accordance with the requirements of IEC 60728-11 for safe operation.

 If the equipment is to be installed in an area serviced by an IT power line network, as is

found in many areas of Norway, special attention should be given that the installation i

n accordance with IEC 60728-11, in particular Annex B and Figure B.4.

 In areas of high surge events or poor grounding situations and areas prone to lightning

strikes, additional surge protection may be required (i.e. PF11VNT3 from American Power Conversion) on the AC, RF, Ethernet and Phone lines.

 When the Telephony Gateway is connected to a local computer through Ethernet cables,

the computer must be properly grounded to the building/residence AC ground network. All plug-in cards within the computer must be properly installed and grounded to the computer frame per the manufacturer’s specifications.

 Ensure proper ventilation. Position the Telephony Gateway so that air flows freely

around it and the ventilation holes on the unit are not blocked.

 Do not mount the Telephony Gateway on surfaces that are sensitive to heat and/or

hich may be damaged by the heat generated by the modem, its power supply, or othe

ccessories.

und

FCC Part 15

This equipment has been tested and found to comply with the requirements for a Class B digital device under Part 15 of the Federal Communications Commission (FCC) rules. These requirements are intended to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, 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.

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 Consult the dealer or an experienced radio/TV technician for help.

FCC Caution Changes or modifications to this equipment not expressly approved by the party responsible for compliance could void the user’s authority to operate the equipment.

RF Exposure

This equipment complies with FCC radiation exposure limits set forth for an uncontrolled environment. This equipment should be installed and operated with minimum distance of

11.8 inches (30 cm) between the radiator and your body. This transmitter must not be colocated or operating in conjunction with any other antenna or transmitter.

Canadian Compliance

This Class B digital device complies with Canadian ICES-003.

Chapter 2: Safety Requirements

Cet appareil numérique de la classe B est conforme à la norme NMB-003 du Canada.

Radiation Exposure Statement

The device meets the exemption from the routine evaluation limits in section 2.5 of RSS 102 and compliance with RSS-102 RF exposure, users can obtain Canadian information on RF exposure and compliance.

Le dispositif rencontre l'exemption des limites courantes d'évaluation dans la section 2.5 de RSS 102 et la conformité à l'exposition de RSS-102 rf, utilisateurs peut obtenir l'information canadienne sur l'exposition et la conformité de rf.

This transmitter must not be co-located or operating in conjunction with any other antenna or transmitter. This equipment should be installed and operated with a minimum distance of 30 centimeters between the radiator and your body.

Cet émetteur ne doit pas être Co-placé ou ne fonctionnant en même temps qu'aucune autre antenne ou émetteur. Cet équipement devrait être installé et actionné avec une distance minimum de 30 centimètres entre le radiateur et votre corps.

Operation in the band 5150–5250 MHz is only for indoor use to reduce the potential for harmful interference to co-channel mobile satellite systems.

Le dispositif fonctionnant dans la bande 5150-5250 MHz est réservé uniquement pour une utilisation à l'intérieur afin de réduire les risques de brouillage préjudiciable aux systèmes de satellites mobiles utilisant les mêmes canaux.

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Chapter 2: Safety Requirements

Innovation, Science and Economic Development Canada statement:

This device complies with Innovation, Science and Economic Development Canada’s licenceexempt RSSs. Operation is subject to the following two conditions:

(1) This device may not cause interference; and

(2) This device must accept any interference, including interference that may cause undesired operation of the device.

Le présent appareil est conforme aux CNR d’Innovation, Sciences et Développement économique Canada applicables aux appareils radio exempts de licence. L’exploitation est autorisée aux deux conditions suivantes :

1) l’appareil ne doit pas produire de brouillage;

2) l’utilisateur de l’appareil doit accepter tout brouillage radioélectrique subi, même si le brouillage est susceptible d’en compromettre le fonctionnement.

For Mexico

The operation of this equipment is subject to the following two conditions: (1) This equipment or device cannot cause harmful interference and (2) this equipment or device must accept any interference, including interference that may cause some unwanted operation of the equipment.

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Getting Started

About Your New Telephony Gateway

The Touchstone TG3452 Telephony Gateway is DOCSIS compliant with the following features:

 Speed: much faster than dialup or ISDN service; up to twenty four times faster than

DOCSIS 2.0 cable modems.

 Convenience: supports Ethernet and 802.11a/b/g/n/ac wireless connections; both can

be used simultaneously

 Flexibility: provides two independent lines of telephone service as well as high speed

data

 Compatibility:

Chapter 3

• Data services: DOCSIS 3.1 compliant and backward-compatible with DOCSIS 3.0, 2.0,

or 1.1; supports tiered data services (if offered by your service provider)

• Telephony services: PacketCable™ 2.0 compliant

The TG3452 provides:

 Wireless 802.11a/b/g/n/ac connectivity  Four Ethernet ports for connections to non-wireless devices  Up to two lines of telephone service  Integrated MoCA 2.0 home networking  DOCSIS 3.1 compliant  One USB host port (future support for external USB devices)

What's in the Box

Make sure you have the following items before proceeding. Call your service provider for assistance if anything is missing.

 Telephony Gateway  Power Cord  Battery (not included with all models)  Wireless Connection Configuration Guide  Ethernet Cable  End User License Agreement

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Items You Need

If you are installing the Telephony Gateway yourself, make sure you have the following items on hand before continuing:

 Telephony Gateway package: see What's in the Box (page 10) for a list of items in the

package.

 Coaxial cable (coax): This is a round cable with a connector on each end. It is the same

kind of wire used to connect to your television for cable TV. You can buy coax from any electronics retailer and many discount stores; make sure it has connectors on both ends. There are two types of connectors, slip-on and screw-on; the screw-on connectors are best for use with your Telephony Gateway. The coax should be long enough to reach from your Telephony Gateway to the nearest cable outlet.

Note: For best performance, use high-quality RG-6 type coax cable and minimize or

eliminate splitters between the cable jack and the Data Gateway.

Chapter 3: Getting Started

 Phone Cable: This is a standard phone cable with standard phone connectors (RJ11 type)

on both ends. You can buy phone cables from any electronics retailer and many discount stores.

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 Splitter (optional): provides an extra cable connection by splitting a single outlet into

two. You may need a splitter if you have a TV already connected to the cable outlet that you want to use. You can buy a splitter from any electronics retailer and most discount stores; you may also need a short piece of coax cable (with connectors); use it to connect the splitter to the cable outlet and then connect the Telephony Gateway and TV to the splitter.

Note: A splitter effectively cuts the signal in half and sends each half to its two outputs.

Using several splitters in a line may deteriorate the quality of your television, telephone, and/or internet connection.

 Information packet: your service provider should furnish you with a packet containing

information about your service and how to set it up. Read this information carefully and contact your service provider if you have any questions.

Getting Service

Before trying to use your new Telephony Gateway, contact your local service provider to establish an Internet account and telephone service. When you call, have the following information ready:

Chapter 3: Getting Started

 the Telephony Gateway serial number and cable MAC addresses of the unit (printed on

the Telephony Gateway)

 the model number of the Telephony Gateway (printed on the Telephony Gateway)

If the Telephony Gateway was provided by your service provider, they already have the required information.

In addition, you should ask your service provider the following questions:

 Do you have any special system requirements or files that I need to download after I am

connected?

 When can I start using my Telephony Gateway?  Do I need a user ID or password to access the Internet or my e-mail?  Will my phone number(s) change?  What new calling features will I have and how do I use them?

System Requirements

The Touchstone Telephony Gateway operates with most computers. The following describes requirements for each operating system; see the documentation for your system for details on enabling and configuring networking.

To use the Telephony Gateway, you need DOCSIS high-speed Internet service from your service provider. Telephone service requires that the service provider has PacketCable support.

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Recommended Hardware

The following hardware configuration is recommended. Computers not meeting this configuration can still work with the TG3452, but may not be able to make maximum use of TG3452 throughput.

 CPU: P4, 3GHz or faster.  RAM: 1GB or greater.  Hard drive: 7200 RPM or faster.  Ethernet: Gig-E (1000BaseT).

Windows

Windows Vista, Windows 7, Windows 8, Windows 10, or Android OS (for mobile devices). A supported Ethernet or wireless LAN connection must be available.

Mac OS

Chapter 3: Getting Started

System 7.5 to Mac OS 9.2 (Open Transport recommended), Mac OS X, or iOS (for mobile devices). A supported Ethernet or wireless LAN connection must be available.

Linux/Unix

Hardware drivers, TCP/IP, and DHCP must be enabled in the kernel. A supported Ethernet or wireless LAN connection must be available.

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About this Manual

This manual covers the Touchstone TG3452 Telephony Gateway. The model number is on the label affixed to the Telephony Gateway.

Chapter 3: Getting Started

1. Model number

2. Security label

What About Security?

Having a high-speed, always-on connection to the Internet requires a certain amount of responsibility to other Internet users—including the need to maintain a reasonably secure system. While no system is 100% secure, you can use the following tips to enhance your system’s security:

 Keep the operating system of your computer updated with the latest security patches.

Run the system update utility at least weekly.

+ 30 hidden pages

ARRIS TG3452 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Patent Notice

Overview

Introduction

Getting Support

Safety Requirements

FCC Part 15

RF Exposure

Canadian Compliance

Radiation Exposure Statement

Innovation, Science and Economic Development Canada statement:

For Mexico

Getting Started

About Your New Telephony Gateway

What's in the Box

Items You Need

Getting Service

System Requirements

Recommended Hardware

Windows

Mac OS

Linux/Unix

About this Manual

What About Security?