Arris TM804 User Manual
Touchstone®TM804 Telephony Modem
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 TM804 Telephony Modem brings it all to you
up to eight times faster than standard DOCSIS 2.0 cable modems. All while providing toll quality Voice over IP telephone service.
The Touchstone Telephony Modem provides an Ethernet connection for use with
either a single computer or home/office Local Area Network (LAN). The Touchstone
Telephony Modem provides for up to four 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
Installing and Connecting Your Telephony Modem
Configuring Your Ethernet Connection
Using the Telephony Modem
Troubleshooting
Glossary
Touchstone® TM804 Telephony Modem User’s Guide
Export Regulations
Safety Requirements
FCC Part 15
European Compliance
Getting Started
About Your New Telephony Modem
What’s in the Box?
Items You Need
Getting Service
System Requirements
Recommended Hardware
Windows
Linux/other Unix
About this Manual
Ethernet Connection
What About Security?
Battery Installation and Replacement (TM804G Only)
TM804G Basic Battery Installation and Replacement
TM804G Extended Battery Installation and Replacement
TM804G Maximum Battery Installation and Replacement
Installing and Connecting Your Telephony Modem
Front Panel
Rear Panel
Mounting the Telephony Modem
Tools and Materials
Location
Instructions
Wall-mounting instructions
Desktop mounting instructions
Connecting the Telephony Modem
Making Ethernet Connections
Making Telephone Connections
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 Modem
Setting up Your Computer to Use the Telephony Modem
Wiring Problems
Indicator Lights for the TM804G Model
Indicator Lights: Normal Operation
Indicator Lights: Startup Sequence
Telephony Modem Start Up Sequence
Cable Modem Start Up Sequence
Using the Reset Button
Booting from Battery
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 Administration authorization. Any export or re-export by
the purchaser, directly or indirectly, in contravention of U.S. Export Administration Regulation is prohibited.
Copyright © 2011 ARRIS. All rights reserved.
The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations 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 document is proprietary to ARRIS.
ARRIS, Touchstone, and the ARRIS logo are trademarks or registered trademarks of ARRIS. 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.
ARSVD01390
Release 8 Standard 1.1 July 2011
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Safety Requirements
ARRIS Telephony Modems 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 Modem 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 Modem.
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 disassemble. Do not dispose of in fire.
Keep away from children. Recycle or dispose of used batteries responsibly and in accordance with local ordinances.
• The Telephony Modem is designed to be connected directly to a telephone.
• Connecting the Telephony Modem to the home’s existing telephone wiring
should only be 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.
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• Do not use spray cleaners or aerosols on the Telephony Modem.
• The product shall be cleaned using only a damp, lint-free, cloth. No sol-
• Avoid using and/or connecting the equipment during an electrical storm, to
• 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 equipment.
• 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 installation 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 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 is in 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 Modem 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 ventillation. Position the Telephony Modem so that air flows
freely around it and the ventillation holes on the unit are not blocked.
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• Do not mount the Telephony Modem 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.
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.
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European Compliance
This product complies with the provisions of the Electromagnetic Compatibility
(EMC) Directive (89/336/EEC), the Amending Directive (92/31/EEC), the Low Voltage Directive (73/23/EEC), and the CE Marking Directive (93/68/EEC). As such,
this product bears the CE marking in accordance with the above applicable Directive(s).
A copy of the Declaration of Conformity may be obtained from: ARRIS International, Inc., 3871 Lakefield Drive, Suite 300, Suwanee, GA 30024.
As indicated by this symbol, disposal of this product is governed
by Directive 2002/96/EC of the European Parliament and of the
Council on waste electrical and electronic equipment (WEEE).
WEEE could potentially prove harmful to the environment; as
such, upon disposal of the Telephony Modem the Directive requires that this product must not be disposed as unsorted municipal waste, but rather collected separately and disposed of in
accordance with local WEEE ordinances.
This product complies with directive 2002/95/EC of the European Parliament and of the Council of 27 January 2003 on the restriction of the
use of certain hazardous substances (RoHS) in electrical and electronic equipment.
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Getting Started
About Your New Telephony Modem
The Touchstone TM804 Telephony Modem is DOCSIS® 3.0 or Euro-DOCSIS™ 3.0
compliant with the following features:
• Speed: much faster than dialup or ISDN service; up to eight times faster
than DOCSIS 2.0 cable modems
• Connectivity: supports Ethernet connection
• Flexibility: provides four independent lines of telephone service as well as
high speed data
• Compatibility:
– Data services: DOCSIS or Euro-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™ and Euro-PacketCable 1.5 or 1.0 com-
pliant
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 Modem
• Power Cord
• Battery
• Quick Installation Guide
• Wall-Mounting Template and Instructions
• Ethernet Cable (CAT5e)
• End User License Agreement
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Coax Cable
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Items You Need
If you are installing the Telephony Modem yourself, make sure you have the following items on hand before continuing:
• Telephony modem 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 thin 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 Modem. The coax should be long
enough to reach from your Telephony Modem 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 Modem.
• 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 Modem and TV to the splitter.
Phone Cable
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.
• Wall-mount hardware (optional): if you want to wall-mount your Telephony Modem, 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 and contact your cable company if you have any questions.
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Getting Service
Before trying to use your new Telephony Modem, contact your local cable company
to establish an Internet account and telephone service. When you call, have the
following information ready:
• the Telephony Modem serial number and MAC addresses of the unit (printed
on a sticker on the bottom of the Telephony Modem)
• the model number of the Telephony Modem
Save this information for future use. 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 Modem?
• 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 Touchstone Telephony Modem 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 Modem, you need DOCSIS or Euro-DOCSIS high-speed Internet service from your cable company, as appropriate. Telephone service requires
that the cable company has PacketCable or Euro-PacketCable support.
Recommended Hardware
The following hardware configuration is recommended. Computers not meeting this
configuration can still work with the TM804, but may not be able to make maximum
use of TM804 throughput.
• CPU: P4, 3GHz or faster
• RAM: 1GB or greater
• Hard drive: 7200 RPM or faster
• Ethernet: Gig-E (1000BaseT)
Windows
Ethernet connection: Windows 2000, Windows XP, Windows Vista, or Windows 7
MacOS
Ethernet connection only: System 7.5 to MacOS 9.2 (Open Transport recommended) or MacOS X
Linux/other Unix
Ethernet connection only: Hardware drivers, TCP/IP, and DHCP must be enabled in
the kernel
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Model
Number
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About this Manual
This manual covers all of the different TM804 models. Your model may not have all
of the capabilities outlined in this manual. To determine which model you have purchased, refer to the image at the left. The model number is on the label affixed to
the Telephony Modem.
Ethernet Cable
Ethernet Connection
Ethernet is a standard method of connecting two or more devices into a Local Area
Network (LAN). Use the Ethernet connection if your computer has built-in Ethernet
hardware or you want to share the Telephony Modem connection with several computers. Arris recommends using an Ethernet connection.
Note: To connect two or more computers to the Ethernet port, you will need a
hub or broadband router (available at computer retailers).
The Telephony Modem package comes with a 6-foot (1.9m) Ethernet cable (the
connectors look like wide telephone connectors); you can purchase more cables if
necessary at a computer retailer. If you are connecting the Telephony Modem
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.
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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 Modem.
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
cable company may suspend your account to protect the rest of the network.
• If you connect your Telephony Modem to a wireless LAN, make sure you
enable security and encryption on the wireless hub (for the same reasons
that you should run only secured proxies). Consult the documentation and
technical support of the wireless equipment provider for help.
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Basic Backup Battery
Battery
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Ethernet
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Configuration Usage Troubleshooting Glossary
Battery Installation and Replacement (TM804G Only)
The TM804G Telephony Modem may optionally include a Lithium-Ion battery to provide backup in the event of a local power loss. 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 Modem and must be installed.
The TM804G supports the following battery models:
• Basic backup battery — provides up to 6 hours (black) or 8 hours (green)
of backup time, depending on your Telephony Modem model and usage. It
may be green or black.
Basic Battery Installation and Replacement
• Extended backup battery — provides up to 12 hours of backup time, depending on model and usage. It has a strap between the battery guides. It
may be light grey or black.
Extended Backup Battery
Maximum Backup Battery
Extended Battery Installation and Replacement
• Maximum backup battery — provides up to 18 hours (6-cell) or 24 hours
(8-cell) of backup time, depending on model and usage. It replaces the battery door, and increases the height of the Telephony Modem by about 5/8
inch (16 mm).
Maximum Battery Installation and Replacement
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TM804G Basic Battery Installation and Replacement
This model of the Telephony Modem has the ability to provide battery backup in
the event of a local power loss. 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 Modem). Pull the door toward you. Set the door aside
in a safe place.
CAUTION
Risk of equipment damage
Latch End
Battery Slot
Battery Guide
Improperly inserting the battery may damage the battery connector in
the Telephony Modem. Carefully follow the instructions in the next step
to avoid damage.
2 Hold the battery pack so that the guides on the battery align with the slots
on the Telephony Modem 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 Modem 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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Hinge Tabs
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Opening
Battery
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Receiver
Slots
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3 Push the battery pack into the bay until it seats into place. If you are tak-
4 Replace the door. To do so, place the hinge tabs of the battery door into the
Ethernet
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ing the battery out of the Telephony Modem, position your finger in
the battery opening area and use leverage to dislodge the battery
while pulling it straight back.
Note: The Telephony Modem will not begin operating until you apply AC
power.
receiver slots inside the Telephony Modem battery compartment on the
opposite end of the battery opening slot. Rotate the door toward the unit
until the latch snaps back into place.
Note: Telephony Modems use a Lithium-Ion battery pack. Please recycle or
dispose of the battery responsibly and in accordance with local ordinances.
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Latch End
Getting
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Battery Slot
Battery
Installation
Ethernet
Installation
Configuration Usage Troubleshooting Glossary
TM804G Extended Battery Installation and Replacement
Use this procedure to install or replace the backup battery.
1 Press down and pull back on the latch holding the battery door (on the bot-
tom of the Telephony Modem). 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 Modem. Carefully follow the instructions in the next step
to avoid damage.
2 Hold the battery pack so that the guides on the battery align with the slots
on the Telephony Modem and slide the battery into the bay. The diagram on
the left shows the proper orientation.
Battery Guide
Battery
Pull Strap
Note: Batteries will not insert completely into the Telephony Modem if not
oriented correctly. The battery should slide into the bay without significant
force. Line up the slots in the battery bay with the guides on the battery
and apply even pressure on both ends of the battery.
WRONG WRONG RIGHT
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