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Page 56 / 64 Scroll up to view Page 51 - 55
Chapter 5
Troubleshooting the DOCSIS Wireless Residential Voice Gateway
34
OL-29161-01
5
Click
Options
in the TCP/IP window, and then click
Active
in the TCP/IP
Options window.
Note:
Make sure that the
Load only when needed option
is
unchecked
.
6
Verify that the
Use 802.3
option located in the upper-right corner of the TCP/IP
window is unchecked. If there is a check mark in the option, uncheck the option,
and then click
Info
in the lower-left corner.
7
Is there a Hardware Address listed in this window?
If
yes
, click
OK
. To close the TCP/IP Control Panel window, click
File
, and
then scroll down to click
Close
. You have completed this procedure.
If
no
, you must power off your Macintosh.
8
With the power off, simultaneously press and hold down the
Command
(Apple)
,
Option
,
P
, and
R
keys on your keyboard. Keeping those keys pressed
down, power on your Macintosh but do not release these keys until you hear the
Apple chime at least three times, then release the keys and let the computer
restart.
9
When your computer fully reboots, repeat Steps 1 through 7 to verify that all
TCP/IP settings are correct. If your computer still does not have a Hardware
Address, contact your authorized Apple dealer or Apple technical support center
for further assistance.
How Do I Renew the IP Address on My PC?
If your PC cannot access the Internet after the residential gateway is online, it is
possible that your PC did not renew its IP address. Follow the appropriate
instructions in this section for your operating system to renew the IP address on
your PC.
Renewing the IP Address on Windows 7 Systems
1
Click the Windows
Start
button.
2
Type
cmd
in the Search field. The cmd window appears.
3
Type
ipconfig /renew
and press
Enter
to renew the IP address of the computer.
Renewing the IP Address on Windows XP Systems
1
Click
Start
, and then click
Run
. The Run window appears.
2
Type
cmd
in the Open field and click
OK
. A window with a command prompt
appears.
3
Type
ipconfig /release
at the C:/ prompt and press
Enter
. The system releases
the IP address.
4
Type
ipconfig /renew
at the C:/ prompt and press
Enter
. The system displays a
new IP address.
Page 57 / 64
Frequently Asked Questions
OL-29161-01
35
5
Click the
X
in the upper-right corner of the window to close the Command
Prompt window. You have completed this procedure.
Note:
If you cannot access the Internet, contact your service provider for further
assistance.
Renewing the IP Address on Macintosh Systems
1
Close all open programs.
2
Open your
Preferences
folder.
3
Drag the
tcp/ip preferences
file to the Trash.
4
Close all open windows and empty the Trash.
5
Restart your computer.
6
As your computer starts, simultaneously press and hold down the
Command
(Apple)
,
Option
,
P
, and
R
keys on your keyboard. Keeping those keys pressed
down, power on your Macintosh but do not release these keys until you hear the
Apple chime at least three times, release the keys and let the computer restart.
7
When your computer fully reboots, click the
Apple
icon in the upper-left corner
of the Finder. Scroll down to
Control Panels
, and then click
TCP/IP
.
8
Click
Edit
on the Finder at the top of the screen. Scroll down to the bottom of the
menu, and then click
User Mode
.
9
Click
Advanced
in the User Mode window, and then click
OK
.
10
Click the Up/Down selector arrows located to the right of the Connect Via
section of the TCP/IP window, and then click
Using DHCP Server
.
11
Click
Options
in the TCP/IP window, and then click
Active
in the TCP/IP
Options window.
Note:
In some cases, the
Load only when needed
option does not appear. If it
appears, select the option. A check mark appears in the option.
12
Verify that the
Use 802.3
option located in the upper-right corner of the TCP/IP
window is not selected. If there is a check mark in the option, select the option to
clear the check mark, and then click
Info
in the lower-left corner.
13
Is there a Hardware Address listed in this window?
If
yes
, click
OK
. To close the TCP/IP Control Panel window, click
File
, and
then scroll down to click
Close
.
If
no
, repeat these instructions from Step 6.
14
Reboot your computer.
What if I Do Not Subscribe to Cable TV?
If cable TV is available in your area, data service may be made available with or
without subscribing to cable TV service. Contact your local service provider for
complete information on cable services, including high-speed Internet access.
Page 58 / 64
Chapter 5
Troubleshooting the DOCSIS Wireless Residential Voice Gateway
36
OL-29161-01
How Do I Arrange for Installation?
Call your service provider to inquire about professional installation. A professional
installation ensures proper cable connection to the residential gateway and to your
PC, and it ensures the proper configuration of all hardware and software settings.
Contact your service provider for more information about installation.
How Does the Wireless Residential Voice Gateway Connect to My Computer?
The residential gateway connects to the 10/100/1000BASE-T Ethernet port on your
PC. To use the Ethernet interface, your PC needs Ethernet cards. These cards are
available from your local PC or office supply retailer, or from your service provider.
For best performance over an Ethernet connection, your PC should be equipped with
a Gigabit Ethernet card.
After My Wireless Residential Voice Gateway Is Connected, How Do I Access the
Internet?
Your local service provider becomes your Internet service provider (ISP). They offer
a wide range of services including email, chat, news, and information services. Your
service provider will provide the software that you will need.
Can I Watch TV and Surf the Internet at the Same Time?
Absolutely! If you subscribe to cable television service, you can watch TV and use
your residential gateway at the same time by connecting your TV and your
residential gateway to the cable network using an optional cable signal splitter.
Can I Use my Existing Phone Number with the Wireless Residential Voice
Gateway?
Telephone numbers are portable in some areas. Contact your telephone service
provider for more information about using an existing telephone number.
How Many Telephones Can I Connect?
The RJ-11 telephone-style connectors on the residential gateway can each provide
telephone service to multiple telephones, fax machines, and analog modems. The
maximum number of telephone devices connected to each RJ-11 port is limited by
the total Ringing Load of the telephone devices that are connected. Many telephone
devices are marked with a Ringer Equivalent Number (REN). Each telephone port
on the residential gateway can support up to a 5 REN load. The sum of the REN load
on all of the telephone devices attached to each port must not exceed 5 REN.
Page 59 / 64
Common Troubleshooting Issues
OL-29161-01
37
Common Troubleshooting Issues
This section describes common problems and offers solutions.
I don't understand the front panel status indicators
See
Operation of Front Panel Indicators
(on page 21), for more detailed information
on front panel LED status indicator operation and function.
The Wireless Residential Voice Gateway does not register an Ethernet
connection
Try one of the following solutions:
Verify that your computer has an Ethernet card and that the Ethernet driver
software is properly installed. If you purchase and install an Ethernet card,
follow the installation instructions very carefully.
Verify the status of the front panel status indicator lights.
The Wireless Residential Voice Gateway does not register an Ethernet
connection after connecting to a hub
If you are connecting multiple PCs to the residential gateway, you should first
connect the residential gateway to the uplink port of the hub using the correct
crossover cable. The LINK LED of the hub will illuminate continuously.
The Wireless Residential Voice Gateway does not register a cable connection
The residential gateway works with a standard, 75-ohm, RF coaxial cable. If you are
using a different cable, your residential gateway will not function properly. Contact
your service provider to determine whether you are using the correct cable.
There is no dial tone when I lift the handset
Try the following solutions if you cannot hear a dial tone:
Your telephone wiring may be connected to the wrong RJ-11 port on the
residential gateway. The residential gateway has two telephone ports. Verify that
you are connected to the correct telephone port.
There may be a problem with your telephone set. Use a different telephone set
and listen to hear dial tone.
Page 60 / 64
Chapter 5
Troubleshooting the DOCSIS Wireless Residential Voice Gateway
38
OL-29161-01
There may be a problem with your home telephone wiring. Use a telephone and
connect directly to the same RJ-11 port on the back of the unit. If the dial tone is
working here but does not work at other locations in the home, a professional
may need to diagnose and repair a problem with your telephone wiring.
Verify that the telephone company has removed the previous telephone service
from your home telephone wiring.
Your telephone service may not be enabled from your cable telephony service
provider. Contact your cable telephony service provider for more information.

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