Touchstone® TG862 Telephony Gateway User’s Guide Get ready to experience the Internet’s express lane! Whether you’re checking out streaming media, downloading new software, checking your email, or talking with friends on the phone, the Touchstone TG862 Telephony Gateway brings it all to you faster and more reliably. All while providing toll quality Voice over IP telephone service and both wired and wireless connectivity.
Export Regulations This product may not be exported outside the U.S. and Canada without U.S. Department of Commerce, Bureau of Export Administration authorization. Any export or re-export by the purchaser, directly or indirectly, in contravention of U.S. Export Administration Regulation is prohibited. Copyright © 2013 ARRIS. All rights reserved. The information in this document is subject to change without notice.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Safety Requirements These Telephony Gateways comply with the applicable requirements for performance, construction, labeling, and information when used as outlined below: CAUTION Risk of shock Mains voltages inside this unit. No user serviceable parts inside.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary • Do not use spray cleaners or aerosols on the Telephony Gateway. • The product shall be cleaned using only a damp, lint-free, cloth. No solvents or cleaning agents shall be used. • Avoid using and/or connecting the equipment during an electrical storm, to avoid risk of electrocution. • Do not use the telephone to report a gas leak in the vicinity of the leak.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary • Ensure proper ventillation. Position the Telephony Gateway so that air flows freely around it and the ventillation holes on the unit are not blocked. • Do not mount the Telephony Gateway on surfaces that are sensitive to heat and/or which may be damaged by the heat generated by the modem, its power supply, or other accessories.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Getting Started About Your New Telephony Gateway The Touchstone TG862 Telephony Gateway is DOCSIS compliant with the following features: • Speed: much faster than dialup or ISDN service; up to eight times faster than DOCSIS 2.0 cable modems. • Convenience: supports Ethernet and 802.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage • Battery • Quick Installation Guide • End User License Agreement Troubleshooting Glossary Items You Need If you are installing the Telephony Gateway yourself, make sure you have the following items on hand before continuing: • Telephony Gateway package: see What’s in the Box? for a list of items in the package.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary • Wall-mount hardware (optional): if you want to wall-mount your Telephony Gateway, you need to obtain two drywall anchors or wood screws. See the Wall-Mount Template and Instructions for more details. • Information packet: your cable company should furnish you with a packet containing information about your service and how to set it up. Read this information carefully.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary System Requirements The Telephony Gateway operates with most computers. The following describes requirements for each operating system; see the documentation for your system for details on enabling and configuring networking. To use the Telephony Gateway, you need DOCSIS high-speed Internet service from your cable company.
Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary About this Manual This manual covers the Touchstone TG862 Telephony Gateway. The model number is on the label affixed to the bottom of the Telephony Gateway. See the image at the left. What About Security? Having a high-speed, always-on connection to the Internet requires a certain amount of responsibility to other Internet users—including the need to maintain a reasonably secure system.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Ethernet or Wireless? There are two ways to connect your computer (or other equipment) to the Telephony Gateway. The following will help you decide which is best for you: Ethernet Ethernet is a standard method of connecting two or more computers into a Local Area Network (LAN). You can use the Ethernet connection if your computer has built-in Ethernet hardware.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Battery Installation and Removal The TG862 Telephony Gateway supports a Lithium-Ion backup battery to provide continued telephone service during power outages. The battery backup is not intended to take the place of AC power. Note: For safety and regulatory purposes, batteries are shipped outside of the Telephony Gateway and must be installed.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Basic Battery Installation and Replacement Latch End This model of the Telephony Gateway has the ability to provide continued telephone service during power outages. The battery backup is not intended to take the place of AC power. Use this procedure to install and to replace the backup battery.
Safety Getting Started Battery Installation Battery Compartment Installation 3 Ethernet Configuration Usage Troubleshooting Glossary Push the battery pack into the bay until it seats into place. If you are taking the battery out of the Telephony Gateway, position your finger in the battery opening area and use leverage to dislodge the battery while pulling it straight back. Note: The Telephony Gateway will not begin operating until you apply AC power. 4 Hinge Tab Replace the door.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Installing and Connecting Your Telephony Gateway Before you start, make sure that: • You have contacted your cable company and verified that they provide data and telephone service using standard DOCSIS technology. • You have all the items you need. • Cable, phone, and power outlets are available near the computer.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Front Panel A The front of the Telephony Gateway has the following indicators: A WPS button with indicator light: indicates Wireless Protected Setup (WPS) is active. (Button with light ring is located on top of unit.) B Power: indicates whether AC power is available to the unit. C US/DS: indicates upstream and downstream connectivity.
Getting Started Safety Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Rear Panel The rear of the Telephony Gateway has the following connectors and controls: A Reset B A Reset button: resets the Telephony Gateway as if you power cycled the unit. Use a pointed non-metallic object to press this button. B USB: USB host connector - future support for external USB devices C Tel 1: connector for the first phone line.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Selecting an Installation Location There are a number of factors to consider when choosing a location to install your Telephony Gateway: • Is an AC outlet available nearby? For best results, the outlet should not be switched and should be close enough to the Telephony Gateway that extension cords are not required.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Factors Affecting Wireless Range A number of factors can affect the usable range for wireless connections.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Connecting the Telephony Gateway WARNING Risk of injury or equipment damage Connecting the Telephony Gateway to the home’s existing telephone wiring should only be performed by a professional installer. Physical connections to the previous telephone provider must be removed and the wiring must be checked; there must not be any voltage. Cancellation of telephone service is not adequate.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Configuring Your Wireless Connection The TG862 ships with a basic factory default configuration that should allow you to immediately access the Internet with a wireless connection. If your computer is equipped with a 802.11b/g/n wireless LAN card, you may wish to configure the Telephony Gateway’s wireless settings. At a minimum, you should configure the security settings.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Configuring Your Ethernet Connection If your computer is equipped with a LAN card providing an Ethernet connection, you may have to configure your computer’s TCP/IP settings. The steps that follow will guide you through setting your computer’s TCP/IP settings to work with the Telephony Gateway.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows 2000 Follow these steps to configure the Ethernet interface on a Windows 2000 operating system. Note: Dialog boxes shown on your computer may differ slightly from those shown in this procedure. 1 From the computer, select Start > Settings > Network and Dial-up Connections > Local Area Connection.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 3 Click Obtain an IP address automatically and Obtain DNS server address automatically, then click OK. 4 Click OK to accept the new settings, and OK again to close the Configuration window. 5 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows XP Follow these steps to configure the Ethernet interface on a Windows XP operating system. TCP/IPv6 Note: This procedure shows the configuration of TCP/IPv4. TCP/IPv6 is not installed or enabled by default in Windows XP. If your cable provider requires TCP/IPv6 you must first install and enable it on your Windows XP system.
Safety Getting Started Battery Installation Installation 2 Ethernet Configuration Usage Troubleshooting Glossary Double-click the local area connection to be used for your device’s network connection. The Local Area Connection Status widow displays. 3 Click Properties. 4 Select TCP/IP by clicking it one time. Then click Properties.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 5 Click the General tab. Then click Obtain an IP address automatically and click OK. 6 Click OK to accept the new settings, and OK again to close the Properties window. 7 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows Vista Follow these steps to configure the Ethernet interface on a Windows Vista operating system. 1 Open the Vista Control Panel. 2 Double-click Network and Sharing Center to display the Network and Sharing Center window.
Safety Getting Started Battery Installation Installation 3 Ethernet Configuration Usage Troubleshooting Glossary Click Manage network connections. If prompted for a connection, choose Local Area Connection. The Network Connections window displays. 4 Double-click the Local Area Connection to open the Properties window: Note: If Windows requests permission to continue, click Continue.
Safety Getting Started Battery Installation Installation 5 Ethernet Configuration Usage Troubleshooting Glossary Double-click Internet Protocol Version 4 (TCP/IPv4) to configure TCP/IPv4. Note: If your cable provider requires TCP/IP version 6, double-click Internet Protocol Version 6 (TCP/IPv6) to configure TCP/IPv6. The TCP/IP properties window for the version you selected displays.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows 7 Follow these steps to configure the Ethernet interface on a Windows 7 operating system. 1 Open the Windows 7 Control Panel. 2 Click Network and Internet.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting 3 Click Network and Sharing Center. 4 Click Local Area Connection to open the Status window.
Safety Getting Started Battery Installation Installation 5 Ethernet Configuration Usage Troubleshooting Glossary Click Properties to open the Properties window.
Safety Getting Started Battery Installation Installation 6 Ethernet Configuration Usage Troubleshooting Glossary Select Internet Protocol Version 4 (TCP/IPv4) and click Properties to configure TCP/IPv4. Note: If your cable provider requires TCP/IP version 6, select Internet Protocol Version 6 (TCP/IPv6) and click Properties to configure TCP/IPv6. The TCP/IP properties window for the version you selected displays.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary TCP/IP Configuration for MacOS X Follow these steps to configure the Ethernet interface on a MacOS X operating system. 1 Open System Preferences, either by choosing System Preferences from the Apple menu or by clicking the System Preferences icon in the dock.
Safety Getting Started Battery Installation Installation 2 Ethernet Configuration Usage Troubleshooting Glossary Click the Network icon.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 3 Choose Automatic from the Location drop-down menu, and Built-in Ethernet from the Show menu. 4 Choose the TCP/IP tab, if necessary. If you are using TCP/IPv4, go to step 5. If your cable provider requires TCP/IPv6, go to step 8. 5 Choose Using DHCP from the Configure IPv4 menu. 6 If necessary, click the Renew DHCP Lease button. 7 Close the System Properties application.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 8 If you are using TCP/IPv6, click Configure IPv6 near the bottom of the previous window. 9 Choose Automatically from the Configure IPv6 drop-down menu and click OK. 10 Close the System Properties application.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Using the Telephony Gateway This chapter describes the controls and features available on the Telephony Gateway, and covers basic troubleshooting procedures.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Indicator Lights for the TG862 The Touchstone Telephony Gateway has seven LED indicator lights to assist in troubleshooting. Wiring Problems If the Telephony Gateway begins flashing all its lights for more than 10 seconds, this indicates a problem with the telephone wiring — the red and green wires may be shorted (touching), or there may be undesired voltage on the lines.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Patterns: Normal Operation (WAN and Battery) The following table shows light patterns during normal operation.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Patterns: Startup Sequence The following table shows the Telephony Gateway light patterns during each phase of the startup sequence. There are two phases of startup; the Telephony phase and the cable modem phase. Both are outlined below.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Cable Modem Start Up Sequence Reset Button Reset US/DS Online Flash (slow) Off Downstream search Flash (fast) Off Downstream found; upstream search On Flash On On USB 1 2 1 2 Tel Description Downstream and Upstream found; retrieving setup information from cable operator Ready for service Using the Reset Button 3 Ethernet 4 Use the Reset button, on the back of the Tel
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary Booting from Battery The TG862 supports a “Boot from Battery” feature that allows the Telephony Gateway to begin service without AC power. To start the TG862 from its battery, follow these steps: 1 If a battery is already installed in the Telephony Gateway, remove it. 2 Re-insert the battery into the Telephony Gateway (see Battery Installation and Removal for details).
Safety Getting Started Battery Installation Ethernet Configuration Installation Usage Troubleshooting Glossary 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.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 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 a straight-through cable for direct connection to a computer; use a cross-over cable for connection to a hub without a cross-over switch. Press the Reset button on the back of the Telephony Gateway.
Safety Getting Started Battery Installation Ethernet Configuration Installation Usage Troubleshooting Glossary 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.
Safety Getting Started Battery Installation Ethernet Configuration Installation 5 Usage Troubleshooting Glossary 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 service provider.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 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 5e (Cat5e) A high-quality type of cable, used for gigabit Ethernet (1000BaseT) connections. When purchasing Ethernet cables, always look for Category 5e cable.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 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. DOCSIS Data Over Cable System Interface Specification. The interoperability standards used for data communications equipment on an HFC network. EMTA Embedded Multimedia Terminal Adapter. An MTA device that is integrated with a cable modem.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 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. Hub A box with several Ethernet connectors. Ethernet hubs provide a common point of contact for all connected devices.
Safety Getting Started Battery Installation Installation Ethernet Configuration Usage Troubleshooting Glossary 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.
Safety Getting Started Battery Installation Installation Wireless Configuration Ethernet Configuration Usage Troubleshooting Glossary TDMA Time Division Multiple Access. A method used by DOCSIS-compliant cable modems for sending upstream data with minimal interference. Upstream The path from a subscriber device to the headend. Some older cable documentation may refer to this as the return path or reverse path.
Touchstone TG862 Telephony Gateway User’s Guide Export Regulations Safety Requirements FCC Part 15 RF Exposure Getting Started About Your New Telephony Gateway What’s in the Box? Items You Need Getting Service System Requirements Recommended Hardware Windows MacOS Linux/other Unix About this Manual What About Security? Ethernet or Wireless? Wireless Both Battery Installation and Removal Basic Battery Installation and Replacement Installing and Connecting Your Telephony Gateway Front Panel Rear Panel Selecti
