Arris TG862 User Manual

Touchstone®TG862

Telephony Gateway

User’s Guide

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 TG862 Telephony Gateway brings it all to you faster and more reliably. All while providing toll quality Voice over IP telephone ser vice and both wired and wireless connectivity. It also supports a Lithi um-Ion battery backup to provide continued telephone service during power outages.

The Touchstone Telephony Gateway provides four Ethernet connections for use as the hub of your home/ofﬁce Local Area Network (LAN). The Touchstone Telephony Gateway also provides 802.11b/g/n wireless connectivity for enhanced mobility and versatility. In addition, the Touchstone Telephony Gateway provides for up to two separate lines of telephone service.

Installation is simple and your cable company will provide assistance to you for any special requirements. The links below provide more detailed instructions.

Safety Requirements

Getting Started

Battery Installation and Removal

Installing and Connecting Your Telephony Gateway

Conﬁguring Your Ethernet Connection

Using the Telephony Gateway

Troubleshooting

Glossary

Export Regulations

This product may not be exported outside the U.S. and Canada without U.S. Department of Commerce, Bureau of Export Admin istration authorization. Any export or re-export by the purchaser, directly or indirectly, in contravention of U.S. Export Adminis tration Regulation is prohibited.

The information in this document is subject to change without notice. The statements, conﬁgurations, technical data, and recom mendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products speciﬁed in this document. The information in this docu ment is proprietary to ARRIS.

ARRIS and the ARRIS logo are trademarks or registered trademarks of ARRIS Group. All other trademarks and reg istered trademarks are the property of their respective holders.

Protected under one or more of the following U.S. patents: 7,031,435. Other patents pending.

Release 8 Standard 1.0 April 2013

Safety

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

Safety Requirements

These Telephony Gateways comply with the applicable requirements for performance, construction, labeling, and information when used as outlined below:

CAUTION

Risk of shock

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

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. Cancellation of telephone service is not adequate. Failure to do so may result in loss of service and/or permanent damage to the Telephony Gateway.

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. Dispose of used batteries according to the instructions.

• The Telephony Gateway is designed to be connected directly to a telephone.

• Connecting the Telephony Gateway to the home’s existing tele phone wiring should only be performed by a professional in staller.

• Do not use product near water (i.e. wet basement, bathtub, sink or near a swimming pool, etc.), to avoid risk of electrocu tion.

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

• Do not use spray cleaners or aerosols on the Telephony Gateway.

• The product shall be cleaned using only a damp, lint-free, cloth. No sol-

• Avoid using and/or connecting the equipment during an electri cal storm, to

• Do not use the telephone to report a gas leak in the vicinity of the leak.

• Do not locate the equipment within 6 feet (1.9 m) of a ﬂame or ignition

• Use only power supply and power cord included with the equip ment.

• Equipment should be installed near the power outlet and should be easily

• The shield of the coaxial cable must be connected to earth (grounded) at the

Ethernet

Conﬁguration Usage Troubleshooting Glossary

vents or cleaning agents shall be used.

avoid risk of electrocution.

source (i.e. heat registers, space heaters, ﬁreplaces, etc.).

accessible.

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 instal lation equipotential bonding requirements are speciﬁed in IEC 60728-11, Cable networks for television signals, sound signals and interac- tive services, Part 11: Safety. This equipment is in tended 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, spe cial attention should be given that the installation is in accor dance 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 Conver sion) 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 proper ly 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.

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

• Ensure proper ventillation. Position the Telephony Gateway so that air ﬂows freely around it and the ventillation holes on the unit are not blocked.

• Do not mount the Telephony Gateway on surfaces that are sensitive to heat and/or which may be damaged by the heat generated by the modem, its power supply, or other accessories.

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.

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

Warning: 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 7.9 inches (20cm) between the radiator and your body. This transmitter must not be co-located or operating in conjunction with any other antenna or transmitter.

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

Getting Started

About Your New Telephony Gateway

The Touchstone TG862 Telephony Gateway is DOCSIS compliant with the following features:

• Speed: much faster than dialup or ISDN service; up to eight times faster than DOCSIS 2.0 cable modems.

• Convenience: supports Ethernet and 802.11b/g/n wireless connections; both can be used simultaneously

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

• Compatibility:

– Data services: DOCSIS 3.0 compliant and backward-compatible with

DOCSIS 2.0 or 1.1; supports tiered data services (if offered by your cable company)

– Telephony services: PacketCable™ 1.5 or 1.0 compliant

The TG862 provides:

• Wireless 802.11b/g/n connectivity

• Four Ethernet ports for connections to non-wireless devices

• Up to two lines of telephone service

• DOCSIS 3.0 compliant with Li-Ion backup battery

• 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 cable company for assistance if anything is missing.

• Telephony Gateway

• Power Cord

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Coax Cable

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

• Battery

• Quick Installation Guide

• End User License Agreement

Items You Need

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

• Telephony Gateway package: see What’s in the Box? for a list of items in the package.

• Coaxial cable (coax): as shown in the image to the left, 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 screwon 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 Telephony Gateway.

Phone Cable

• Phone Cable: as shown in the image to the left, 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.

• 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.

• Ethernet Cable(s): as shown in the image to the left, this is a Category 5e (CAT5e) straight-through cable for connecting computers to the Gateway.

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

• Wall-mount hardware (optional): if you want to wall-mount your Telephony Gateway, you need to obtain two drywall anchors or wood screws. See the Wall-Mount Template and Instructions for more details.

• Information packet: your cable company should furnish you with a packet containing information about your service and how to set it up. Read this information carefully. Contact your cable company if you have any ques tions.

Getting Service

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

Ethernet Cable

• the Telephony Gateway serial number and cable MAC addresses of the unit (printed on a sticker on the bottom of the Telephony Gateway)

• the model number of the Telephony Gateway

If the Telephony Gateway was provided by your cable company, they already have the required information.

In addition, you should ask your cable company 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?

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

System Requirements

The 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 cable company. Telephone service requires that the cable company has PacketCable support.

Recommended Hardware

The following hardware conﬁguration is recommended. Computers not meeting this conﬁguration can still work with the TG862, but may not be able to make maximum use of TG862 throughput.

• CPU: P4, 3GHz or faster

• RAM: 1GB or greater

• Hard drive: 7200 RPM or faster

• Ethernet: Gig-E (1000BaseT)

Windows

Windows 2000, Windows XP, Windows Vista, or Windows 7. A supported Ethernet or wireless LAN connection must be available.

MacOS

System 7.5 to MacOS 9.2 (Open Transport recommended) or MacOS X. A supported Ethernet or wireless LAN connection must be available.

Linux/other Unix

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

Touchstone TG862 Telephony Gateway User’s Guide

Safety

http:\\home.network

Getting Started

Battery

Installation

Model

Number

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

About this Manual

This manual covers the Touchstone TG862 Telephony Gateway. The model number is on the label afﬁxed to the bottom of the Telephony Gateway. See the image at the left.

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 your operating system updated with the latest security patches. Run the system update utility at least weekly.

• Keep your email program updated with the latest security patches. In addition, avoid opening email containing attachments, or opening ﬁles sent through chat rooms, whenever possible.

• Install a virus checker and keep it updated.

• Avoid providing web or ﬁle-sharing services over your Telephony Gateway. Besides certain vulnerability problems, most cable companies prohibit running servers on consumer-level accounts and may suspend your account for violating your terms of service.

• Use the cable company’s mail servers for sending email.

• Avoid using proxy

software unless you are certain that it is not open for abuse by other Internet users (some are shipped open by default). Criminals can take advantage of open proxies to hide their identity when breaking into other computers or sending spam. If you have an open proxy, your ca ble company may suspend your account to protect the rest of the network.

• If you use the wireless LAN, make sure you enable wireless security on the Telephony Gateway (for the same reasons that you should run only secured proxies). See Conﬁguring Your Wireless Connection

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

Ethernet or Wireless?

There are two ways to connect your computer (or other equipment) to the Telephony Gateway. The following will help you decide which is best for you:

Ethernet

Ethernet is a standard method of connecting two or more computers into a Local Area Network (LAN). You can use the Ethernet connection if your computer has built-in Ethernet hardware.

Note: To connect more than four computers to the TG862 through the Ether-

net ports, you need an Ethernet hub (available at computer retail ers).

You can purchase Ethernet cables at a computer retailer. If you are connecting the Telephony Gateway directly to a computer, or to an Ethernet hub or broadband router with a cross-over switch, ask for Category 5e (CAT5e) straight-through cable. CAT5e cable is required for gigabit Ethernet (Gig-E), not regular CAT5 cable

Ethernet Cable

Wireless

Wireless access lets you connect additional (wireless-capable) devices to Telephony Gateway. The 802.11 wireless LAN standard allows one or more computers to access the TG862 using a wireless (radio) signal. These connections are in addition to the connections supported via Ethernet.

Note: You can use the wireless connection if your computer has a built-in or af-

termarket wireless card. To learn more about which wireless hardware works best with your com puter, see your computer dealer.

Both

If you have two or more computers, you can use Ethernet for up to four devices and wireless for the others. To connect ﬁve or more computers to the Ethernet ports, you will need an Ethernet hub (available at computer retailers.)

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

Battery Installation and Removal

The TG862 Telephony Gateway supports a Lithium-Ion backup battery to provide continued telephone service during power outages. The battery backup is not intended to take the place of AC power.

Note: For safety and regulatory purposes, batteries are shipped outside of the

Telephony Gateway and must be installed.

The TG862 supports the following battery model:

Basic Backup Battery (green)

• Basic backup battery — provides up to 8 hours of backup time, depending on your Telephony Gateway model and usage.

Basic Battery Installation and Replacement

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Latch End

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

Basic Battery Installation and Replacement

This model of the Telephony Gateway has the ability to provide continued telephone service during power outages. The battery backup is not intended to take the place of AC power.

Use this procedure to install and to replace the backup battery.

1 Press down and pull back on the latch holding the battery door (on the bot-

tom of the Telephony Gateway). Pull the door toward you. Set the door aside in a safe place.

CAUTION

Risk of equipment damage

Improperly inserting the battery may damage the battery connector in the Telephony Gateway. Carefully follow the instructions in the next step to avoid damage.

Battery Slots

Battery Guides

2 Hold the battery pack so that the guides on the battery align with the slots

on the Telephony Gateway and slide the battery into the bay. The diagram on the left shows the proper orientation.

Note: Batteries will not insert completely into the Telephony Gateway if not oriented correctly. The battery should slide into the bay without signiﬁcant force. Line up the guides on the battery with the slots in the battery bay.

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Ethernet

Conﬁguration Usage Troubleshooting Glossary

Receiver

Slot

Battery

Compartment

Hinge Tab

3 Push the battery pack into the bay until it seats into place. If you are tak-

ing the battery out of the Telephony Gateway, position your ﬁnger in the battery opening area and use leverage to dislodge the battery while pulling it straight back.

Note: The Telephony Gateway will not begin operating until you apply AC

power.

4 Replace the door. To do so, place the hinge tab of the battery door into the

receiver slot inside the Telephony Gateway battery compartment on the opposite end of the battery opening. Rotate the door toward the unit until the latch snaps back into place.

Note: Telephony Gateways use a Lithium-Ion battery pack. Please recycle or dispose of the battery responsibly and in accordance with local ordinances.

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

Installing and Connecting Your Telephony Gateway

Before you start, make sure that:

• You have contacted your cable company and veriﬁed that they provide data and telephone service using standard DOCSIS technology.

• You have all the items you need

• Cable, phone, and power outlets are available near the computer. If a cable outlet is not conveniently located, your cable company can install a new one.

If you have ordered service, your cable company should conﬁgure the Telephony Gateway automatically. You need only follow the instructions in this section to install and connect the Telephony Gateway.

CAUTION

Risk of equipment damage

Only qualiﬁed installation technicians should connect the Telephony Gateway to house wiring. Incumbent telephone service must be physically disconnected at the outside interface box before making any connections.

Touchstone TG862 Telephony Gateway User’s Guide

Power

US/DS

Online

WiFi

Tel

Battery

TG862

ARRIS

Safety

Getting Started

Battery

Installation

Front Panel

Ethernet

Conﬁguration Usage Troubleshooting Glossary

The front of the Telephony Gateway has the following indicators:

A WPS button with indicator light: indicates Wireless Protected Setup (WPS)

is active. (Button with light ring is located on top of unit.)

B Power: indicates whether AC power is available to the unit.

C US/DS: indicates upstream and downstream connectivity.

D Online: indicates internet data transmission status.

E WiFi: indicates the status of the wireless LAN.

F Tel 1: indicates the status of telephone line 1.

G Tel 2: indicates the status of telephone line 2.

H Battery: indicates the battery status.

Touchstone TG862 Telephony Gateway User’s Guide

Safety

Reset

USB

Tel

Ethernet

Cable

Power

Getting Started

Battery

Installation

Ethernet

Installation

Conﬁguration Usage Troubleshooting Glossary

Rear Panel

The rear of the Telephony Gateway has the following connectors and controls:

A Reset button: resets the Telephony Gateway as if you power cycled the unit.

Use a pointed non-metallic object to press this button.

B USB: USB host connector - future support for external USB devices

C Tel 1: connector for the ﬁrst phone line.

D Tel 2: connector for the second phone line.

E Ethernet (1 - 4): connectors for use with a computer LAN port.

F Cable: connector for the coaxial cable.

G Power: connector for the power cord.

Touchstone TG862 Telephony Gateway User’s Guide

+ 37 hidden pages