Arris TG852 Router Manual PDF (Setup & Configuration Guide)

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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, re-

move the splitters and connect the Telephony Gateway directly to the out-

let.

Proceed to the Ethernet or wireless solutions (next page) if necessary.

Touchstone TG852 Telephony Gateway User’s Guide

Safety

Getting

Started

Battery

Installation

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

51

Page 52 / 60

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 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

) — 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 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 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 TG852 Telephony Gateway User’s Guide

Safety

Getting

Started

Battery

Installation

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

52

Page 53 / 60

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 (Tele 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 “Telephone 1/2” for line 1, and “Tele-

phone 2” for line 2.

•

If so, try a different phone. Make sure the new phone is a work-

ing 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 re-

store dial tone, call your service provider.

Touchstone TG852 Telephony Gateway User’s Guide

Safety

Getting

Started

Battery

Installation

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

53

Page 54 / 60

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 serv-

ice provider.

Touchstone TG852 Telephony Gateway User’s Guide

Safety

Getting

Started

Battery

Installation

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

54

Page 55 / 60

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 5 (Cat5)

A high-quality type of cable, used for Fast Ethernet (100BaseT) connections.

When purchasing Ethernet cables, always look for Category 5 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 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.

Touchstone TG852 Telephony Gateway User’s Guide

Safety

Getting

Started

Battery

Installation

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

55

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