Arris WTM652 Router Manual PDF (Setup & Configuration Guide)

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Troubleshooting

The information in this chapter may help you to clear up common problems.

Viewing Connection Information

The web-based conﬁguration interface provides screens that can help to trouble -

shoot connectivity problems. The default IP address of the Telephony Modem is

192.168.2.1

— if you have changed the IP address, remember to enter the

changed address in your browser.

Viewing the DHCP Client List

The DHCP client list shows all computers that are currently connected to the Tele-

phony Modem and have received an IP address from the router. This information

can help you to troubleshoot connectivity problems or to see whether other people

have connected to an unsecured network.

To view the list, choose LAN Setup from the navigation menu and then DHCP Cli-

ent List.

The list shows the IP address assigned to each computer, the host name (the name

given by the computer’s owner), and the MAC address of that computer. Click the

Refresh

button to update the listing.

Note

:

The DHCP client list does not show devices that have manually assigned

IP addresses.

Touchstone WTM652 Telephony Modem User’s Guide

Safety

Getting

Started

Battery

Installation

Wireless

Conﬁguration

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

76

Page 77 / 89

77

Safety

Getting

Started

Battery

Installation

Wireless

Conﬁguration

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

Touchstone WTM652 Telephony Modem User’s Guide

Viewing the Security Log

The security log keeps a list of system- and ﬁrewall-related events. You can use the

security log to troubleshoot connectivity problems and to view possible intrusion at-

tempts.

To view the security log, choose Firewall from the navigation menu and then Secu-

rity Log.

Click the

Refresh

button to update the listing. Click the

Save

button to download

the current log to your computer (the ﬁle is named

log_web.txt

). Click the button

to clear both the system and ﬁrewall logs.

Note

:

You may have to scroll down to access the buttons.

Page 78 / 89

78

Safety

Getting

Started

Battery

Installation

Wireless

Conﬁguration

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

Touchstone WTM652 Telephony Modem User’s Guide

Backing Up and Restoring the Conﬁguration

You can save a copy of the current Telephony Modem router conﬁguration to a local

computer. Once you have conﬁgured the Telephony Modem as desired, you should

back up the conﬁguration so that you can restore it later if needed.

Backing Up

Follow these steps to back up the conﬁguration.

1

Click the Utilities link in the navigation menu, then click Save/Backup Set-

tings.

The Save/Backup Settings window appears.

2

Click the

Save

button.

The Telephony Modem downloads a ﬁle called

admcfg.cfg

to your com-

puter.

3

Copy the

admcfg.cfg

ﬁle to a safe location. You can rename the ﬁle, if de-

sired, to help you ﬁnd it in the future.

Restoring

Follow these steps to back up the conﬁguration.

1

Click the Utilities link in the navigation menu, then click Restore Previous-

Settings.

The Restore Previous Settings window appears.

2

Click the

Choose File

button.

Your browser prompts you to ﬁnd the saved conﬁguration ﬁle.

3

After locating the saved conﬁguration ﬁle, click the

Restore

button.

The Telephony Modem restarts the router with the restored conﬁguration.

Page 79 / 89

Resetting the Telephony Modem Router

The router can be reset in two ways: a “normal” reset that simply restarts the rout-

er (without affecting any phone calls in progress), and a “factory” reset that erases

the current conﬁguration to the factory defaults.

Restarting the Router

To restart the router, you can push the

Router Reset

button on the back of the

Telephony Modem. If your Telephony Modem is mounted in an inconvenient loca-

tion, or you need to restart it remotely, you can use the Restart Router page.

To restart the router remotely, click the Utilities link in the navigation menu, then

click Restart Router. When the page appears, click the

Restart Router

button. The

Telephony Modem shows a conﬁrmation dialog; click

OK

to restart the router.

Resetting the Router to Factory Defaults

To reset the router to factory defaults, you can press and hold the Router Reset

button on the back of the Telephony Modem for about eight seconds. You may need

to do this if a misconﬁguration has locked out all access. If you can access the

router and want to restart it remotely, you can use the Restore Factory Defaults

page.

To restore factory defaults remotely, click the Utilities link in the navigation menu,

then click Restore Factory Defaults. When the page appears, click the Restore De-

faults button. The Telephony Modem shows a conﬁrmation dialog; click OK to erase

the conﬁguration to factory defaults.

The router resets itself after erasing the current conﬁguration.

Note

:

If you want to restore the current conﬁguration after restoring factory

defaults, see

Backing Up and Restoring the Conﬁguration

ﬁrst.

Touchstone WTM652 Telephony Modem User’s Guide

Safety

Getting

Started

Battery

Installation

Wireless

Conﬁguration

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

79

Page 80 / 89

General Problems and Solutions

The Telephony Modem 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 Modem, especially when many people are online.

Always leave your Telephony Modem plugged into AC power and connected

to the cable system.

Check the front panel lights:

•

The

Power

and

Online

lights should be on.

•

The

Link

light should be either on or blinking.

•

If the

Power

light blinks for more than 30 minutes, call your cable

company for assistance.

Check your cable connections. Connectors should be ﬁnger-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 Modem and CATV outlet,

remove the splitters and connect the Telephony Modem directly to the out-

let.

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

Touchstone WTM652 Telephony Modem User’s Guide

Safety

Getting

Started

Battery

Installation

Wireless

Conﬁguration

Ethernet

Conﬁguration

Usage

Troubleshooting

Glossary

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