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Page 41 / 47 Scroll up to view Page 36 - 40
Troubleshooting
The Data 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 Data Gateway, especially when many people are online.
Always leave your Data 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 Data Gateway and CATV outlet, remove
the splitters and connect the Data Gateway directly to the outlet.
Proceed to the Ethernet or wireless solutions (next page) if necessary.
Touchstone DG860 Data Gateway User’s Guide
Safety
Getting
Started
Installation
Ethernet
Configuration
Usage
Troubleshooting
Glossary
41
Page 42 / 47
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 the supplied cable for di-
rect connection to a computer; use a cross-over cable for connection to a
hub.
Press the
Reset
button on the back of the Data Gateway.
A misconfiguration could lock out all access to the Data 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 Data Gateway
) — the WiFi 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 Data 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 inter-
fering product, try using a different channel or setting Protected Mode.
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 trou-
ble 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 connec-
tion speed.
Other communications on the LAN, or interference with wireless connec-
tions, may slow down your connection.
Touchstone DG860 Data Gateway User’s Guide
Safety
Getting
Started
Installation
Ethernet
Configuration
Usage
Troubleshooting
Glossary
42
Page 43 / 47
Glossary
The following is a list of common cable and networking terms.
Category 5e (Cat5e)
A high-quality type of cable, used for gigabit Ethernet (1000BaseT) connec-
tions. When purchasing Ethernet cables, always look for Category 5e cable.
Coaxial cable (coax)
A thin wire, used to connect your television and Data Gateway to the cable
TV system. You can buy coax from any electronics retailer and many dis-
count stores.
CPE
Customer Premise Equipment. This is the equipment that is plugged in to the
Data 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 de-
vice connecting to the network. DHCP allows the cable company to configure
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.
Downstream
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.
Touchstone DG860 Data Gateway User’s Guide
Safety
Getting
Started
Installation
Ethernet
Configuration
Usage
Troubleshooting
Glossary
43
Page 44 / 47
DOCSIS
Data Over Cable System Interface Specification. The interoperability stan-
dards used for data communications equipment on an HFC network.
EMTA
Embedded Multimedia Terminal Adapter. An MTA device that is integrated
with a cable modem.
Ethernet
A standard method of connecting two or more computers into a Local Area
Network (LAN).
EuroDOCSIS
The European version of DOCSIS.
Event
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 Data Gateway.
Firewall
A hardware or software device that prevents unauthorized access to a pri-
vate network from the Internet. The DG860 provides a built-in firewall.
Gateway
The device, usually a router, that connects devices on a given IP subnet to
other IP subnets.
Headend
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.
HTTP
HyperText Transfer Protocol.
Touchstone DG860 Data Gateway User’s Guide
Safety
Getting
Started
Installation
Ethernet
Configuration
Usage
Troubleshooting
Glossary
44
Page 45 / 47
Hub
A box with several Ethernet connectors. Ethernet hubs provide a common
point of contact for all connected devices.
IP address
A number assigned to your computer by your cable company, used to iden-
tify your computer to other systems on the Internet.
LAN
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 Data Gateway’s MAC address to authorize access
to the Internet. The MAC address is printed on a label on the bottom of your
Data Gateway.
Protocol
A set of rules and formats that determines the communication behavior of
network entities at a given layer.
Proxy
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.
RF
Abbreviation for Radio Frequency. Some literature refers to coax as “RF
cable” and the connectors as “RF connectors.”
Touchstone DG860 Data Gateway User’s Guide
Safety
Getting
Started
Installation
Ethernet
Configuration
Usage
Troubleshooting
Glossary
45

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