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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
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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.
Copyright © 2013 ARRIS. All rights reserved.
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
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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.
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• 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.
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• 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.
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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
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• 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.
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• 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?
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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.
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Number
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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
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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.)
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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
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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.
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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.
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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.
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2
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A
B
C
D
E
F
G
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.
H
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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.
A
B
C
E
F
D
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.
G
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Selecting an Installation Location
There are a number of factors to consider when choosing a location to install your
Telephony Gateway:
• Is an AC outlet available nearby? For best results, the outlet should not be
switched and should be close enough to the Telephony Gateway that extension cords are not required.
• Is a cable jack available? For best performance, keep the number of splitters between the jack and cable drop to a minimum. Each splitter attenuates
(re duces) the signal available to the Telephony Gateway. A large number of
split ters can slow down the Internet connection and even affect your telephone service.
• Can you easily run cables between the Telephony Gateway’s location and
the phones?
• If you are connecting devices to the Ethernet ports, can you easily run cables between the Telephony Gateway’s location and those devices?
• If you want to install the Telephony Gateway on a desktop, is there enough
space on either side to keep the vents clear? Blocking the vents may cause
overheating.
• How close are your wireless devices? The Telephony Gateway wireless connection range is typically 100–200 feet (30m–65m). A number of factors
can affect connection range, as described below.
Desktop mounting instructions
Position the Telephony Gateway so that:
• air flows freely around it
• the back faces the nearest wall
• it will not fall to the floor if bumped or moved
• the ventilation holes on the side of the unit are not blocked.
Cleaning Instructions
Clean the Telephony Gateway using only a clean, slightly moistened, cloth. Do not
use aerosols in the vicinity of the Telephony Gateway.
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Factors Affecting Wireless Range
A number of factors can affect the usable range for wireless connections.
Increases range: • Raising the unit above the devices (for example, in-
stalling the Telephony Gateway in the upper floor of a
multi-story dwelling)
• Adding wireless hubs in a bridge (WDS) network
Decreases range: • Lowering the unit below the devices (for example, in-
stalling the Telephony Gateway in a basement)
• Metal or concrete walls between the Telephony Gateway and other devices
• Large metal appliances, aquariums, or metal cabinets
between the Telephony Gateway and other devices
• Interference and RF noise (2.4 GHz wireless phones,
microwave ovens, or other wireless networks)
Note: Decreasing the range of your wireless network may be beneficial, as long
as the decreased range is sufficient for your needs. By limiting your network’s range, you reduce interference with other networks and make it
harder for unwant ed users to find and connect to your network.
Note: Setting the trasmit power level to High increases the range. Setting it
to Medium or Low decreases the range proportionately.
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Connecting the Telephony Gateway
WARNING
Risk of injury or equipment damage
A
B
C
Connecting the Telephony Gateway to the home’s 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 voltage. 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.
D
1 Connect one end of the coax cable to the cable outlet or splitter, and the
other end to the Telephony Gateway’s Cable connector (F). Tighten the connections by hand, then tighten an additional 1/8 turn with a wrench.
E
F
Note: For best performance, use high-quality coax cable and minimize or
eliminate splitters between the cable jack and the Telephony Gateway.
2 Insert the plug from the power cord into the Power connector on the back
of the Telephony Gateway (G) and insert the power cord into a convenient
AC outlet.
The Power light on the front of the Telephony Gateway lights up, then flashes
once (refer to the LED tables shown in Using the Telephony Gateway). See
Troubleshooting
if the Power light does not turn on.
3 Connect one end of the Ethernet cable to any Ethernet port on the back of
the Telephony Gateway, (E) and the other end to the Ethernet port on a
com puter, hub, or broadband router.
Note: If you are connecting to a computer or an Ethernet hub with a crossover switch, use a straight-through cable.
G
4 Connect one end of the telephone cable to the telephone port on the back
of the Telephony Gateway (C or D). Connect the other end to the telephone.
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Configuring Your Wireless Connection
The TG862 ships with a basic factory default configuration that should allow you to
immediately access the Internet with a wireless connection. If your computer is
equipped with a 802.11b/g/n wireless LAN card, you may wish to configure the
Telephony Gateway’s wireless settings. At a minimum, you should configure the security settings.
Note: Refer to the separate wireless configuration documentation for complete
instructions on configuring your wireless connection.
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Configuring Your Ethernet Connection
If your computer is equipped with a LAN card providing an Ethernet connection,
you may have to configure your computer’s TCP/IP settings. The steps that follow
will guide you through setting your computer’s TCP/IP settings to work with the
Telephony Gateway.
Requirements
Make sure you have the following before attempting to configure your Ethernet connection:
• Computer with:
— one of: Windows 2000, Windows XP, Windows Vista, Windows 7, or
MacOS X
— Ethernet interface
• Ethernet cable (supplied)
• IP address, subnet, gateway, and DNS information for installations not using
DHCP
How to use this chapter
The following list shows the procedures for modifying the TCP/IP settings on the
computer. The procedure is slightly different depending on the operating system
that you are using. Please ensure you are using the correct steps for the operating
system on your computer. Follow the links below for instructions to configure your
Ethernet connection on your operating system.
• TCP/IP Configuration for Windows 2000
• TCP/IP Configuration for Windows XP
• TCP/IP Configuration for Windows Vista
• TCP/IP Configuration for Windows 7
• TCP/IP Configuration for MacOS X
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TCP/IP Configuration for Windows 2000
Follow these steps to configure the Ethernet interface on a Windows 2000 operating system.
Note: Dialog boxes shown on your computer may differ slightly from those
shown in this procedure.
1 From the computer, select Start > Settings > Network and Dial-up Con-
nections > Local Area Connection.
2 In the Local Area Connections Properties window, highlight TCP/IP by click-
ing on it one time, then click on Properties.
Note: If your computer has more than one Ethernet card, you may have to
select the appropriate Ethernet card in the Connect using: area of the Local
Area Connection Properties window.
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3 Click Obtain an IP address automatically and Obtain DNS server ad-
4 Click OK to accept the new settings, and OK again to close the Configura-
Ethernet
Configuration Usage Troubleshooting Glossary
dress automatically, then click OK.
tion window.
5 You may have to restart your computer in order for your computer to obtain
a new IP address from the network.
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TCP/IP Configuration for Windows XP
Follow these steps to configure the Ethernet interface on a Windows XP operating
system.
TCP/IPv6 Note: This procedure shows the configuration of TCP/IPv4. TCP/IPv6
is not installed or enabled by default in Windows XP. If your cable
provider requires TCP/IPv6 you must first install and enable it on your
Windows XP system. Refer to Microsoft support materials on Windows
XP for installation instructions. Once installed and enabled, follow this
same configuration example, but select TCP/IPv6 at the appropriate
step.
Note: Dialog boxes shown on your computer may differ slightly from those
shown in this procedure.
1 From the computer, select Start > Settings > Control Panel and double-
click Network Connections in the Control Panel.
The Network Connection window displays a list of LAN connections and associated network adapters.
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2 Double-click the local area connection to be used for your device’s network
3 Click Properties.
Ethernet
Configuration Usage Troubleshooting Glossary
connection.
The Local Area Connection Status widow displays.
4 Select TCP/IP by clicking it one time. Then click Properties.
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5 Click the General tab. Then click Obtain an IP address automatically
6 Click OK to accept the new settings, and OK again to close the Properties
7 You may have to restart your computer in order for your computer to obtain
Ethernet
Configuration Usage Troubleshooting Glossary
and click OK.
window.
a new IP address from the network.
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TCP/IP Configuration for Windows Vista
Follow these steps to configure the Ethernet interface on a Windows Vista operating system.
1 Open the Vista Control Panel.
2 Double-click Network and Sharing Center to display the Network and
Sharing Center window.
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3 Click Manage network connections. If prompted for a connection, choose
4 Double-click the Local Area Connection to open the Properties window:
Ethernet
Configuration Usage Troubleshooting Glossary
Local Area Connection.
The Network Connections window displays.
Note: If Windows requests permission to continue, click Continue.
TCP/IPv4 Selected TCP/IPv6 Selected
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5 Double-click Internet Protocol Version 4 (TCP/IPv4) to configure
Ethernet
Configuration Usage Troubleshooting Glossary
TCP/IPv4.
Note: If your cable provider requires TCP/IP version 6, double-click Inter-
net Protocol Version 6 (TCP/IPv6) to configure TCP/IPv6.
The TCP/IP properties window for the version you selected displays.
TCP/IPv6 PropertiesTCP/IPv4 Properties
6 For either TCP/IPv4 or TCP/IPv6, select Obtain an IP address automati-
cally and Obtain DNS server address automatically, unless instructed
otherwise by your cable provider.
7 Click OK to accept the new settings and close the Properties window.
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TCP/IP Configuration for Windows 7
Follow these steps to configure the Ethernet interface on a Windows 7 operating
system.
1 Open the Windows 7 Control Panel.
2 Click Network and Internet.
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3 Click Network and Sharing Center.
4 Click Local Area Connection to open the Status window.
Ethernet
Configuration Usage Troubleshooting Glossary
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5 Click Properties to open the Properties window.
Ethernet
Configuration Usage Troubleshooting Glossary
TCP/IPv4 Selected TCP/IPv6 Selected
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6 Select Internet Protocol Version 4 (TCP/IPv4) and click Properties to
Ethernet
Configuration Usage Troubleshooting Glossary
configure TCP/IPv4.
Note: If your cable provider requires TCP/IP version 6, select Internet Pro-
tocol Version 6 (TCP/IPv6) and click Properties to configure TCP/IPv6.
The TCP/IP properties window for the version you selected displays.
TCP/IPv4 Properties TCP/IPv6 Properties
7 For either TCP/IPv4 or TCP/IPv6, select Obtain an IP address automati-
cally and Obtain DNS server address automatically, unless instructed
otherwise by your cable provider.
8 Click OK to accept the new settings and close the Properties window. Then
click Close to back out of the remaining setup screens.
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TCP/IP Configuration for MacOS X
Follow these steps to configure the Ethernet interface on a MacOS X operating system.
1 Open System Preferences, either by choosing System Preferences from the
Apple menu or by clicking the System Preferences icon in the dock.
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2 Click the Network icon.
Ethernet
Configuration Usage Troubleshooting Glossary
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3 Choose Automatic from the Location drop-down menu, and Built-in Eth-
Ethernet
Configuration Usage Troubleshooting Glossary
ernet from the Show menu.
4 Choose the TCP/IP tab, if necessary.
If you are using TCP/IPv4, go to step 5.
If your cable provider requires TCP/IPv6, go to step 8.
5 Choose Using DHCP from the Configure IPv4 menu.
6 If necessary, click the Renew DHCP Lease button.
7 Close the System Properties application.
TCP/IPv4 configuration is completed.
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8 If you are using TCP/IPv6, click Configure IPv6 near the bottom of the pre-
Ethernet
Configuration Usage Troubleshooting Glossary
vious window.
9 Choose Automatically from the Configure IPv6 drop-down menu and click
OK.
10 Close the System Properties application.
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Using the Telephony Gateway
This chapter describes the controls and features available on the Telephony Gateway, and covers basic troubleshooting procedures.
• Setting up Your Computer to Use the Telephony Gateway
• Indicator Lights for the TG862
• Using the Reset Button
Setting up Your Computer to Use the Telephony Gateway
Follow the instructions in the information packet supplied by your cable company.
Contact your cable company if you need help setting up your computer.
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Power
US/DS
Online
WiFi
Tel
Tel
Battery
1
2
TG862
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Indicator Lights for the TG862
The Touchstone Telephony Gateway has seven LED indicator lights to assist in trouble shooting.
Wiring Problems
If the Telephony Gateway begins flashing all its lights for more than 10 seconds, this
indicates a problem with the telephone wiring — the red and green wires may be
shorted (touching), or there may be undesired voltage on the lines. If this pattern
persists for more than 10 seconds, disconnect the telephone lines from the Telephony Gateway, then call a wiring technician for assistance.
Power
US/DS
Online
WiFi
Tel 1
Tel 2
Battery
Patterns: Normal Operation (LAN and Telephone)
The following table shows light patterns for the Ethernet and wireless LANs, and the
telephones, during normal operation.
Mode WiFi Tel 1 / Tel 2
On = WiFi
AC Power
Enabled
Off = WiFi
Disabled
Flash =
On = On-hook
Flash = Off-hook
Off = disabled
Computer Activity
On = On-hook
No AC Power Off
Flash = Off-hook
Off = disabled
Firmware Upgrade (normal operation) (normal operation)
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Patterns: Normal Operation (WAN and Battery)
The following table shows light patterns during normal operation.
Mode Power US/DS Online Battery
AC Power
Good
No AC
Power Bat-
tery In-
stalled
No AC
Power No
Battery
Firmware
Upgrade
On =
Battery
good or low
Off =
Battery
missing
Flash =
Battery bad
On
On =
Connected
to the
Internet
Flash = Not
connected
to the
Internet
On =
Internet
available
Off =
Internet
not
available
Off =
Battery
Flash Off Off
power
Flash =
Battery bad
Off Off Off Off
On Flash On
(normal
operation)
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Patterns: Startup Sequence
The following table shows the Telephony Gateway light patterns during each phase
of the startup sequence. There are two phases of startup; the Telephony phase and
the cable modem phase. Both are outlined below.
Power,
US/DS,
Online
Telephone
Battery Description
1 2
Off Off Off Off No power to Modem
Flash Flash Flash Flash Power-on Self Test
“Cable Modem Start Up Sequence” Begins
On Flash Off Off
On Off Flash Off
On Flash Flash Off
Retrieving telephone network information
Retrieving telephone line
information
Activating telephone
service
Normal Operation Begins
Note: The US/DS indicator flashes during startup, and turns on when the Tele-
phony Gateway establishes a connection.
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Reset
USB
Tel
12
12
34
Ethernet
Cable
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Ethernet
Installation
Configuration Usage Troubleshooting Glossary
Cable Modem Start Up Sequence
US/DS Online Description
Reset
Button
Flash
(slow)
Flash
(fast)
Off Downstream search
Off Downstream found; upstream search
Downstream and Upstream found;
On Flash
retrieving setup information from
cable operator
On On Ready for service
Using the Reset Button
Use the Reset button, on the back of the Telephony Gateway, to reset the modem
and perform initialization as if you power cycled the unit. You may need to reset the
Telephony Gateway if you are having problems connecting to the Internet. Using
this button will be rare.
Use a pointed non-metallic object to press this button. The photo to the left shows
the location of the Reset button. The Reset button is recessed to prevent accidental resets.
The diagram on the left shows the location of the reset button.
Resetting the Router to Factory Defaults
To reset the router to factory defaults, press and hold the Reset but ton on the back
of the Telephony Gateway for more than fifteen seconds. This restores the wireless
setup configuration and router configuration parameters to the factory defaults. You
may need to do this if a misconfiguration has locked out all access.
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Booting from Battery
The TG862 supports a “Boot from Battery” feature that allows the Telephony Gateway to begin service without AC power.
To start the TG862 from its battery, follow these steps:
1 If a battery is already installed in the Telephony Gateway, remove it.
2 Re-insert the battery into the Telephony Gateway (see Battery Installation
and Removal for details).
3 Press the Reset button; the Power light should turn on immediately.
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Troubleshooting
The Telephony Gateway is plugged in, but the Power light is off.
Check all power connections. Is the power cord plugged in firmly at both
ends?
If you plugged the power cord into a power strip, make sure the strip is
switched on.
Avoid using an outlet controlled by a wall switch, if possible.
Finally, check the fuse or circuit breaker panel.
I’m not getting on the Internet (all connections).
It may take over 30 minutes to establish a connection the first time you
power up your Telephony Gateway, especially when many people are online.
Always leave your Telephony Gateway plugged into AC power and connected
to the cable system.
Check the front panel lights:
• The Power and Online lights should be on.
• If the Power light blinks for more than 30 minutes, call your cable
company for assistance.
Check your cable connections. Connectors should be tight. The coax cable
should not be pinched, kinked, or bent sharply—any of these can cause a
break or short in the cable (you may have to replace the cable). If you have
one or more splitters between the Telephony Gateway and CATV outlet, remove the splitters and connect the Telephony Gateway directly to the outlet.
Proceed to the Ethernet or wireless solutions (next page) if necessary.
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I’m not getting on the Internet. (Ethernet)
If you are using a hub, is the hub turned on?
Are you using the right type of Ethernet
cable? Use a straight-through cable
for direct connection to a computer; use a cross-over cable for connection
to a hub without a cross-over switch.
Press the Reset button on the back of the Telephony Gateway.
A misconfiguration could lock out all access to the Telephony Gateway router.
If you think this has happened, see Resetting the Router to Factory Defaults
I’m not getting on the Internet. (Wireless)
Check the indicator lights (see Using the Telephony Gateway
light should be on.
Does your connection utility discover your wireless LAN? If you turned off
“Broadcast SSID” you need to manually enter the name of your wireless LAN
in the connection utility.
Change your security mode to “WEP” or “disabled”. If you use “disabled,”
enable one of the other security modes as soon as you find the problem.
A misconfiguration could lock out all access to the Telephony Gateway router.
If you think this has happened, see Resetting the Router to Factory Defaults
My wireless Internet connection stops working sometimes.
This is usually caused by interference — two common sources are 2.4GHz
“remote” telephones and microwave ovens. If you cannot remove the interfering product, try using a different channel or setting Protected Mode.
.
) — the WiFi
.
I can get on the Internet, but everything is slow.
If the Web site you are visiting is very popular, that site may be having trouble servicing all the requests. If other sites download quickly, wait for a few
minutes and try again. Usage during peak hours may also affect the con nection speed.
Other communications on the LAN, or interference with wireless connections, may slow down your connection.
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I don’t have dial tone when I pick up my phone, why?
In order for telephone service to be functional on the Telephony Gateway,
telephone service must have been purchased from the service provider and
configured on your Telephony Gateway. The following steps should help in
identifying the source of the problem.
1 Is the Power LED lit?
• If not, check to make sure the Telephony Gateway is plugged in
and the outlet has power.
• If the LED is lit, go to the next step.
2 Is the Online LED lit?
• If not, check the coax connection at the Telephony Gateway and
the wall. Ensure they are connected and tight. If they are and
you do not have dial tone, contact your service provider.
• If the Online LED is lit, go to the next step.
3 Is the Telephone (Tel 1 or Tel 2) LED lit?
• If not, phone service has not been set up on that line. Contact
your service provider.
• If it is blinking, there is a phone off hook somewhere in the
house. Find that phone and hang it up.
• If it is lit, go to the next step.
4 Is the phone plugged directly into the Telephony Gateway?
• Make sure the phone is plugged into the port on the back of the
Telephony Gateway labeled “Tel 1” for line 1, and “Tel 2” for line
2.
• If so, try a different phone. Make sure the new phone is a working phone.
• If a known good phone is used and you still don’t have dial tone,
try a different phone cable. If a new phone and cable do not restore dial tone, call your service provider.
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5 Is the Telephony Gateway plugged into a wall outlet?
• If so, unplug the RJ-11 connector at the back of the Telephony
Gateway and plug in a known working phone. If you now have
dial tone, the problem is with the house wiring. Contact your
cable company or a qualified wiring technician to correct the
house wiring. If you still do not have dial tone, contact your service provider.
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Glossary
The following is a list of common cable and networking terms.
Amp-hour (Ah)
A measure of battery capacity. For example, a 1.0Ah battery can nominally
supply one Ampere of current for one hour.
Category 5e (Cat5e)
A high-quality type of cable, used for gigabit Ethernet (1000BaseT) connections. When purchasing Ethernet cables, always look for Category 5e cable.
Coaxial cable (coax)
A thin wire, used to connect your television and Telephony Gateway to the
cable TV system. You can buy coax from any electronics retailer and many
discount stores.
CPE
Customer Premise Equipment. This is the equipment that is plugged in to the
Telephony Gateway; typically a computer or hub.
Cross-over
An Ethernet cable used to connect two hubs (or a hub and a cable modem)
together. Also, some Ethernet hubs may have built-in cross-over on one or
more ports (which eliminates the need for a cross-over cable).
DHCP
Dynamic Host Configuration Protocol. An IP protocol used to provide an IP
address and location of services (such as DNS and TFTP) needed by a device connecting to the network. DHCP allows the cable company to con figure
your computer’s networking software for you.
DNS
Domain Name Service (Server). An IP service that associates a domain
name (such as www.example.com) with an IP address.
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Downstream
DOCSIS
EMTA
Ethernet
EuroDOCSIS
Event
Ethernet
Configuration Usage Troubleshooting Glossary
In an HFC network, the direction from the head-end to the subscriber. Some
older cable documentation may refer to this as the forward path.
Data Over Cable System Interface Specification. The interoperability standards used for data communications equipment on an HFC network.
Embedded Multimedia Terminal Adapter. An MTA device that is integrated
with a cable modem.
A standard method of connecting two or more computers into a Local Area
Network (LAN).
The European version of DOCSIS.
An informational message used for monitoring network status.
F-connector
The type of connector used on coax cable. There are two common types of
F-connector, slip-on and screw-on. Use coax with screw-on connectors for
connecting your Telephony Gateway.
Firewall
A hardware or software device that prevents unauthorized access to a private network from the Internet. The TG862 provides a built-in firewall.
Gateway
The device, usually a router, that connects devices on a given IP subnet to
other IP subnets.
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Headend
HTTP
Hub
IP address
ISDN
LAN
Ethernet
Configuration Usage Troubleshooting Glossary
The “central office” in an HFC network. The headend houses both video and
data equipment. In larger cable networks, a “master” headend often feeds
several “remote” headends to provide distributed services.
HyperText Transfer Protocol.
A box with several Ethernet connectors. Ethernet hubs provide a common
point of contact for all connected devices.
A number assigned to your computer by your cable company, used to identify your computer to other systems on the Internet.
Integrated Services Digital Network. A digital telephony standard that provides communication speeds about twice as fast as standard dialup.
Local Area Network. A network that allows computers in a single location
(such as a building) to communicate with one another.
LED
Light Emitting Diode. A semi-conductor diode that emits light when current
is passed through it.
MAC address
A number that uniquely identifies any device connected to a network. Your
cable company uses your Telephony Gateway’s MAC address to authorize
access to the Internet. The MAC address is printed on a label on the bottom
of your Telephony Gateway.
Protocol
A set of rules and formats that determines the communication behavior of
network entities at a given layer.
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Proxy
RF
RJ-11
RJ-45
Splitter
Ethernet
Configuration Usage Troubleshooting Glossary
A device or program that stands in between a server (for example, a web
site) and a client (your browser), providing a way to relieve some of the
burden from the server. For example, your cable company may have a web
proxy that keeps copies of popular web pages; the proxy can send you those
pages instead of fetching them directly from the web site, resulting in faster
page loading and less network congestion.
Abbreviation for Radio Frequency. Some literature refers to coax as “RF
cable” and the connectors as “RF connectors.”
A standard 2-conductor modular connector, commonly used in North America for connecting telephones.
A standard 8-conductor modular connector, commonly used on Ethernet
cable. An RJ-45 connector looks like a wide RJ-11 (telephone) connector.
A small box with three cable connectors: one input and two outputs. You
may need a splitter if you have a TV already connected to the cable outlet
that you want to use for your Telephony Gateway. You can buy a splitter
from any electronics retailer and most discount stores.
SSID
Service Set IDentifier, a string of text (up to 32 characters long) that
uniquely identifies a wireless LAN.
Switched outlet
A power outlet that may be turned on and off using a wall switch. Usually
intended for lamps. Avoid plugging your computer or Telephony Gateway
into a switched outlet to avoid disruptions.
TCP/IP
Transmission Control Protocol/Internet Protocol. The protocols used to facilitate communications across one or more connected networks.
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Wireless
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TDMA
Time Division Multiple Access. A method used by DOCSIS-compliant cable
modems for sending upstream data with minimal interference.
Upstream
The path from a subscriber device to the headend. Some older cable documentation may refer to this as the return path or reverse path.
WEP
Wired Equivalent Privacy, a common standard for encrypting data sent over
a wireless LAN.
WPA
Wi-fi Protected Access, a standard for encrypting data sent over a wireless
LAN. WPA offers improved security over WEP.
Ethernet
Configuration Usage Troubleshooting Glossary
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Export Regulations
Safety Requirements
FCC Part 15
RF Exposure
Getting Started
About Your New Telephony Gateway
What’s in the Box?
Items You Need
Getting Service
System Requirements
Recommended Hardware
Windows
MacOS
Linux/other Unix
About this Manual
What About Security?
Ethernet or Wireless?
Wireless
Both
Battery Installation and Removal
Basic Battery Installation and Replacement
Installing and Connecting Your Telephony Gateway
Front Panel
Rear Panel
Selecting an Installation Location
Desktop mounting instructions
Cleaning Instructions
Factors Affecting Wireless Range
Connecting the Telephony Gateway
Configuring Your Wireless Connection
Configuring Your Ethernet Connection
Requirements
How to use this chapter
TCP/IP Configuration for Windows 2000
TCP/IP Configuration for Windows XP
TCP/IP Configuration for Windows Vista
TCP/IP Configuration for Windows 7
TCP/IP Configuration for MacOS X
Using the Telephony Gateway
Setting up Your Computer to Use the Telephony Gateway
Indicator Lights for the TG862
Wiring Problems
Patterns: Normal Operation (LAN and Telephone)
Patterns: Normal Operation (WAN and Battery)
Patterns: Startup Sequence
Cable Modem Start Up Sequence
Using the Reset Button
Resetting the Router to Factory Defaults
Booting from Battery
Troubleshooting
Glossary
Touchstone
®
TG862 Telephony Gateway
User’s Guide
Copyright © 2013 ARRIS. All rights reserved.
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 registered 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
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