Touchstone™ TM402 Telephony Modem 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 TM402 Telephony Modem brings it all to you faster and more reliably. All while providing toll quality Voice over IP telephone service. Some models even provide a Lithium-Ion battery backup to provide continued telephone service during power outages.
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 © 2005 ARRIS International, Inc. Patents pending. All rights reserved. The information in this document is subject to change without notice.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Safety Requirements ARRIS Telephony Modems comply with the applicable requirements for performance, construction, labeling, and information when used as outlined below: • The Telephony Modem is designed to be connected directly to a telephone. • Connecting the Telephony Modem to the home's existing telephone wiring should only be performed by a professional installer.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration European Compliance This product complies with the provisions of the Electromagnetic Compatibility (EMC) Directive (89/336/EEC), the Amending Directive (92/31/EEC), the Low Voltage Directive (73/23/EEC), and the CE Marking Directive (93/ 68/EEC). As such, this product bears the CE marking in accordance with the above applicable Directive(s).
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration the Software or create derivative works of the Software. 5. You may not sell or distribute the copies of the Software or publish the Software. 6. You may not remove or erase any copyright notice or legend from the Software. 7. You may not separate the Software into component parts. IF YOU PURCHASED THIS PRODUCT FROM A CABLE OR OTHER SERVICE PROVIDER, YOU DO NOT RECEIVE ANY WARRANTY DIRECTLY FROM ARRIS.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration WARRANTIES EXCLUSIVE: THE FOREGOING WARRANTIES AND REMEDIES ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, TERMS OR CONDITIONS, EXPRESS, IMPLIED OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABLITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, CORRESPONDENCE WITH DESCRIPTION, SATISFACTORY QUALITY AND NON-INFRINGEMENT, ALL OF WHICH ARE EXPRESSIVELY DISCLAIMED BY ARRIS AND ITS SUPPLIERS.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Getting Started About Your New Telephony Modem The Touchstone TM402 Telephony Modem is DOCSIS or EuroDOCSIS compliant with the following features: • Speed: much faster than dialup or ISDN service • Convenience: supports USB and Ethernet; both can be used simultaneously • Flexibility: provides two independent lines of telephone service as well as high speed data • Sec
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Items You Need If you are installing the Telephony Modem yourself, make sure you have the following items on hand before continuing: Coax Cable • Telephony modem package: see What’s in the Box? for a list of items in the package. • Coaxial cable (coax): as shown in the image to the left, this is a thin cable with a connector on each end.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary System Requirements The Touchstone Telephony Modem 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 Modem, you need DOCSIS high-speed Internet service from your cable company.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Ethernet or USB? There are two ways to connect your computer (or other equipment) to the Telephony Modem. 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).
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary What About Security? • Keep your operating system updated with the latest security patches. Run the system update utility at least weekly. • Keep your email program updated with the latest security patches. In addition, avoid opening email containing attachments, or opening files sent through chat rooms, whenever possible.
Safety Getting Battery Started Installation Latch End Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Battery Installation and Replacement (TM402G, TM402H, and TM402P models only) These models of the Telephony Modem have the ability to provide battery backup in the event of a local power loss. The battery backup is not intended to take the place of AC power. Depending on the model, one or two lithium-ion batteries can be inserted into the Telephony Modem.
Safety Getting Battery Started Installation Installation 3 USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Push the battery into the bay until it latches into place. The following photo shows a Telephony Modem with both batteries installed. Note: The Telephony Modem will not begin operating until you apply AC power. Bay 2 Bay 1 4 Replace the door. To do so, place the tabs of the battery door into the slot on the Telephony Modem battery compartment.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Installing and Connecting Your Telephony Modem 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 PC.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Front Panel TM402A and TM402B Telephony Modem Front Panel The front of the Telephony Modem has the following Light Emitting Diode (LED) indicators and controls: TM402A and TM402B F G H A Standby: pressing this button isolates the Telephony Modem from the internet.
Safety Getting Battery Started Installation Installation Drivers Configuration Usage Troubleshooting Glossary The front of the Telephony Modem has the following Light Emitting Diode (LED) indicators and controls: TM402G & TM402H G H I Te Te l le ph eph Ba On o tte on L lin e 2 ne 1 ink ry e A Ethernet Front Panel TM402G and TM402H Telephony Modem Front Panel St an db y USB US B C D E F DS Po w er M Te Tou od lep c em ho hst ny on e TM A Standby: pressing this button isolates the
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Front Panel TM402P Telephony Modem Front Panel The front of the Telephony Modem has the following Light Emitting Diode (LED) indicators and controls: TM402P G H I Te Te le le Ba B On tte atte pho pho ne Lin ne ry ry lin k 2 1 e 1 2 St an db y US DS Po w er M Te Tou od lep c em ho hst ny on e TM A Standby: pressing this button isolates the Telephony Modem from t
Safety Getting Battery Started Installation Installation Ethernet Drivers Configuration Usage Troubleshooting Glossary Rear Panel Telephony Modem Rear Panel The rear of the Telephony Modem has the following connectors and controls: TM402A and TM402B Models C USB D E A Tel 1 (Tel1/2 on TM402G, TM402H, and TM402P models): plug the first phone line in here. B Tel 2: plug the second line in here C USB connector: for connecting the Telephony Modem directly to a PC.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Mounting the Telephony Modem You can either mount the Telephony Modem on a wall or place it on a desktop. For wall-mount applications, you can mount the Telephony Modem with the indicators facing upward (vertical) or to the size (horizontal).
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Instructions Wall-mounting instructions 1 Print out the Telephony Modem Wall Mounting Template. 2 Position the mounting template on the surface where you intend to mount the Telephony Modem and secure in place with transparent tape. 3 Drill holes through the template in the specified locations for the mounting screws.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Connecting the Telephony Modem Rear Panel WARNING: Connecting the Telephony Modem 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 voltages. Cancellation of telephone service is not adequate.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Making USB Connections 7 Connect one end of the USB cable to the USB port on the computer, and the other end to the USB port on the back of the Telephony Modem (C). Your PC should detect the Telephony Modem and begin installing the drivers. See Installing USB Drivers on Your PC for driver installation details.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Installing the Telephony Modem USB Drivers Use this procedure to install USB drivers for the ARRIS Touchstone Telephony Modem on a Windows system. This procedure does not explain how to provision the Telephony Modem or otherwise initiate actual service.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Installing USB Drivers Follow these steps to install USB drivers on a supported Windows operating system. Note: Depending on your operating system, the dialog boxes shown on your computer may differ slightly from those shown in this procedure. 1 Make sure the Telephony Modem is on (the Power light should be on).
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration 4 Usage Troubleshooting Glossary Wait for the system to start the installation wizard and display the following window: Note: Depending on system speed and other factors, it may take a minute or two to start the wizard.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration 5 Usage Troubleshooting Glossary Click the Next button. The wizard prompts you for the location of the drivers. Note: The dialog indicates that the wizard is looking for the ARRIS RNDIS (Remote Network Device Interface Specification) driver for the Telephony Modem.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration 6 Usage Troubleshooting Glossary Select “Search for a suitable driver...”, then click the Next button. The wizard displays a list of search options.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration 7 Usage Troubleshooting Glossary Make sure the CD-ROM option is selected (checked), then click the Next button. The wizard searches the specified locations, then displays the location and name of the appropriate driver. Note: If the wizard can not find the CD drive, and the CD is inserted properly, follow these steps: a.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration 8 Usage Troubleshooting Glossary Click the Next button. The wizard installs the drivers, then displays a window indicating that the installation is complete. 9 Click the Finish button.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers 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 Modem.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows 98SE Follow these steps to configure the TCP/IP settings on a Windows 98SE operating system. Note: Dialog boxes shown on your computer may differ slightly from those shown in this procedure. 10 From the computer, select Start > Settings > Control Panel. 11 Double click on the Network icon in the Control Panel.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary 13 Highlight TCP/IP by clicking on it one time, then click on Properties. 14 Click the IP Address tab, click Obtain an IP address automatically, then click OK.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary 15 Click OK to accept the new settings, and OK again to close the Configuration window. 16 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows 2000 Follow these steps to configure the TCP/IP settings on a Windows 2000 operating system. Note: Dialog boxes shown on your computer may differ slightly from those shown in this procedure. 17 From the computer, select Start > Settings > Network and Dial-up Connections > Local Area Connection.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary 19 Click Obtain an IP address automatically and Obtain DNS server address automatically, then click OK. 20 Click OK to accept the new settings, and OK again to close the Configuration window. 21 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows ME Follow these steps to configure the TCP/IP settings on a Windows ME operating systetem. Note: Dialog boxes shown on your computer may differ slightly from those shown in this procedure. 22 From the computer, select Start > Settings > Control Panel. 23 Double click on the Network icon in the Control Panel.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary 25 Highlight TCP/IP by clicking on it one time, then click on Properties. 26 Click the IP Address tab, then click OK.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary 27 Click OK to accept the new settings, and OK again to close the Configuration window. 28 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows XP Follow these steps to configure the TCP/IP settings on a Windows XP operating systetem. Note: Dialog boxes shown on your computer may differ slightly from those shown in this procedure. 29 From the computer, select Start > Settings > Control Panel and double click on the Network Connections icon in the Control Panel.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary 31 Highlight TCP/IP by clicking on it one time, then click on Properties. 32 Click the IP Address tab, click Obtain an IP address automatically, then click OK.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary 33 Click OK to accept the new settings, and OK again to close the Configuration window. 34 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Using the Telephony Modem This chapter describes the controls and features available on the Touchstone Telephony Modem, and covers basic troubleshooting procedures.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Indicator Lights for the TM402A and TM402B Models The Touchstone Telephony Modem has seven LEDs to assist in troubleshooting. Patterns: Normal Operation The following table shows light patterns during normal operation.
Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Indicator Lights for the TM402G and TM402H Models Patterns: Normal Operation The following table shows light patterns during normal operation.
Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Indicator Lights for the TM402P Model The Touchstone Telephony Modem has nine LEDs d to assist in troubleshooting Table 3: Mode Power DS US A/C Power Te Te le le Ba B On tte atte pho pho ne Lin ne ry ry lin k 2 1 e 1 2 US Po DS we r M Te Tou od lep c em ho hst ny on e TM Patterns: Normal Operation The following table shows light patterns during normal operation.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary LED Indicators: Startup Sequence The following table shows the Telephony Modem 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 Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Using the Reset Button Use the Reset button, on the back of the Telephony Modem, to reset the modem as if you power cycled the unit. You may need to reset the Telephony Modem if you are having problems connecting to the Internet. Using this button will be rare. TM402A and TM402B Models Use a pointed non-metallic object to press this button.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Using the Standby Button Te Te le le Ba B On tte atte pho pho ne Lin ne ry ry lin k 2 1 e 1 2 US DS Po w er M Te Tou od lep c em ho hst ny on e TM The Telephony Modem has a Standby button on top of the unit. Press the Standby button to switch between: • Inactive (normal) mode: the Ethernet and USB interfaces are connected to the Internet.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Troubleshooting Problems and Solutions The Telephony modem is plugged in, but the Power light is off. Check all power connections. Is the AC adapter plugged in firmly at both ends? If you plugged the AC adapter into a power strip, make sure the strip is switched on. Avoid using an outlet controlled by a wall switch, if possible.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers 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? (Straight cable for direct connection to a PC, cross-over cable for connection to a hub.) Press the Reset button on the back of the Telephony Modem. I’m not getting on the Internet.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary I have two PCs connected to the Telephony Modem, but only one can get on the Internet. Check your cable company’s terms of service: they may allow only one computer to connect directly to the Telephony Modem.
Safety Getting Battery Started Installation Installation • USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Is the Telephony Modem plugged into a wall outlet? • If so, unplug the RJ-11 connector at the back of the Telephony Port and plug in a known working phone. If you now have dial tone, the problem is with the house wiring. Contact your MSO or a qualified wiring technician to correct the house wiring. If you still do not have dial tone, contact your service provider.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Troubleshooting USB Problems Follow these steps if the PC does not auto-detect the Telephony Modem using a USB connection. Before you start, make sure that: • You have properly installed and configured the Telephony Modem as shown in Installing and Connecting Your Telephony Modem.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Touchstone TM402 Telephony Modem User’s Guide Troubleshooting Glossary 55
Safety Getting Battery Started Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Glossary The following is a list of common cable and networking terms. Terms and Abbreviations A/B Cable A USB cable that has a narrow rectangular connector on one end (A) and a notched square connector (B) on the other end. Category 5 (Cat5) A high-quality type of cable, used for Fast Ethernet (100BaseT) connections.
Safety Getting Battery Started Installation Installation USB Ethernet Drivers 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.
Safety Getting Battery Started Installation Installation Hub USB Ethernet Drivers Configuration Usage Troubleshooting Glossary A box with several Ethernet or USB connectors. Ethernet hubs provide a common point of contact for all connected devices; USB hubs allow you to add peripherals without installing a USB card in your computer. IP address A number assigned to your computer by your cable company, used to identify your computer to other systems on the Internet.
Safety Getting Battery Started Installation Installation RF USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Abbreviation for Radio Frequency. Some literature refers to coax as “RF cable” and the connectors as “RF connectors.” RJ-11 A standard 4-pin modular connector, commonly used in North America for connecting telephones. RJ-45 A standard 6-pin modular connector, commonly used on Ethernet cable. An RJ-45 connector looks like a wide RJ-11 (telephone) connector.
Safety Getting Battery Started Installation Installation USB USB Ethernet Drivers Configuration Usage Troubleshooting Glossary (Universal Serial Bus) An interface used for connecting a variety of accessories, such as keyboards, mice, printers, and communications devices (such as cable modems) to a single PC. WHQL Windows Hardware Qualification Labs. A division of Microsoft that certifies hardware as being compatible with Windows operating systems.
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Touchstone TM402 Telephony Modem User’s Guide 2005 ARRIS All rights reserved All information contained in this document is subject to change without notice. ARRIS reserves the right to make changes to equipment design or program components, as progress in engineering, manufacturing methods, or other circumstances may warrant. ARRIS, ARRIS Interactive, and Touchstone Telephony are trademarks of ARRIS Licensing Company. Cornerstone is a registered trademark of ARRIS Licensing Company.
