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General Troubleshooting

You can correct most problems you have with your product by consulting the troubleshooting list that

follows.

I can’t access the internet.



Check all of the connections to your Wireless Voice Gateway.



Your Ethernet card may not be working

. Check each product’s d

ocumentation for more information.



The Network Properties of your operating system may not be installed correctly or the settings may

be incorrect. Check with your ISP or cable company.

I can’t get the modem to establish an Ethernet connection.



Even new co

mputers don’t always have Ethernet capabilities –

be sure to verify that your computer

has a properly installed Ethernet card and the driver software to support it.



Check to see that you are using the right type of Ethernet cable.

The modem won’t register

a cable connection.



If the modem is in Initialization Mode, the INTERNET light will be flashing. Call your Cable

Company if it has not completed this 5-step process within 30 minutes, and note which step it is

getting stuck on.



The modem should work with a standard RG-

6 coaxial cable, but if you’re using a cable other than

the one your Cable Company recommends, or if the terminal connections are loose, it may not work.

Check with your Cable Company to determine whether you’re using the correct cable.



If you subscribe to video service over cable, the cable signal may not be reaching the modem.

Confirm that good quality cable television pictures are available to the coaxial connector you are

using by connecting a television to it. If your cable outlet is “dead”, call your Cable Company.



Verify that the Cable Modem service is Euro-DOCSIS compliant and PacketCable compliant by

calling your cable provider.

I don’t hear a dial tone when I use a telephone.



Telephone service is not activated. If the rightmost light on the Wireless Voice Gateway stays on

while others flash, check with your TSP or cable company. If the Wireless Voice Gateway is

connected to existing house telephone wiring, make sure that another telephone service is not

connected. The other service can normally be disconnected at the Network Interface Device located

on the outside of the house.



If using the second line on a two-line telephone, use a 2-line to 1-line adapter cable.

For more Usage and Troubleshooting Tips use the web site links provided on the CD-ROM:

www.technicolor.com

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Service Information

If you purchased or leased your Wireless Voice Gateway directly from your cable company, then

warranty service for the Digital Cable Modem may be provided through your cable provider or its

authorized representative. For information on 1) Ordering Service, 2) Obtaining Customer Support, or 3)

Additional Service Information, please contact your cable company. If you purchased your Wireless

Voice Gateway from a retailer, see the enclosed warranty card.

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Glossary

10/100/1000 BaseT

–

Unshielded, twisted pair cable with an RJ-45 connector, used with Ethernet LAN

(Local Area Network). “10

/100/1000

” indicates speed (10

/100/1000 BaseT

), “Base”

refers to baseband

technology, and “T” means twisted pair cable.

Authentication -

The process of verifying the identity of an entity on a network.

DHCP (Dynamic Host Control Protocol)

–

A protocol which allows a server to dynamically assign IP

addresses to workstations on the fly.

Ethernet adapters

–

A plug-in circuit board installed in an expansion slot of a personal computer. The

Ethernet card (sometimes called a Network Interface Card , network adapter or NIC) takes parallel data

from the computer, converts it to serial data, puts it into a packet format, and sends it over the

10/100/1000 BaseT LAN cable.

DOCSIS (Data Over Cable Service Interface Specifications)

–

A project with the objective of

developing a set of necessary specifications and operations support interface specifications for Cable

Modems and associated equipment.

F Connector

–

A type of coaxial connector, labeled CABLE IN on the rear of the Wireless Voice

Gateway that connects the modem to the cable system.

HTTP (HyperText Transfer Protocol)

–

Invisible to the user, HTTP is used by servers and clients to

communicate and display information on a client browser.

Hub

–

A device used to connect multiple computers to the

Wireless Voice Gateway.

IP Address

–

A unique, 32-bit address assigned to every device in a network. An IP (Internet Protocol)

address has two parts: a network address and a host address. This modem receives a new IP address from

your cable operator via DHCP each time it goes through Initialization Mode.

Key exchange

- The swapping of mathematical values between entities on a network in order to allow

encrypted communication between them.

MAC Address

–

The permanent “identity” for a device programmed into the Media Access Control layer

in the network architecture during the modem

’s manufacture.

NID

- Network Interface Device, the interconnection between the internal house telephone wiring and a

conventional telephone service provider’s equipment. These wiring connections are normally housed in a

small plastic box located on an outer wall of the house. It is the legal

demarcation between the

subscriber’s

property and the service provider’s property.

PacketCable

–

A project with the objective of developing a set of necessary telephony specifications and

operations support interface specifications for

Wireless Voice Gateways and associated equipment used

over the DOCSIS based cable network.

PSTN (Public Switched Telephone Network)

–

The worldwide voice telephone network which

provides dial tone, ringing, full-duplex voice band audio and optional services using standard telephones.

Provisioning

- The process of enabling the Media Terminal Adapter (MTA) to register and provide

services over the network.

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TCP/IP (Transmission Control Protocol/Internet Protocol)

–

A networking protocol that provides

communication across interconnected networks, between computers with diverse hardware architectures

and various operating systems.

TFTP

-

Trivial File Transfer Protocol, the system by which the Media Terminal Adapter’s configuration

data file is downloaded.

TSP

- Telephony Service Provider, an organization that provides telephone services such as dial tone,

local service, long distance, billing and records, and maintenance.

Universal Serial Bus (USB)

–

USB is a “plug

-and-

play” interface between a c

omputer and add-on

devices, such as a Wireless Voice Gateway.

Xpress Technology

- One of the popular performance-enhancing WiFi technologies, designed to improve

wireless network efficiency and boost throughput. It is more efficient in mixed environments, and it can

work with 802.11a/b/g networks.

TECHNICOLOR Inc.

101 W. 103rd St., INH700 Indianapolis, IN. 46290 USA

Tel: +1 (317) 587-3000 - Fax: +1 (317) 587-6763

www.technicolor.com