O L- 2 9 1 6 1 -0 1 Cisco Model DPC3928/EPC3928 DOCSIS/EuroDOCSIS 3.
Please Read Important Read this entire guide. If this guide provides installation or operation instructions, give particular attention to all safety statements included in this guide.
Notices Trademark Acknowledgments Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. DOCSIS is a registered trademark of Cable Television Laboratories, Inc. EuroDOCSIS, EuroPacketCable, and PacketCable are trademarks of Cable Television Laboratories, Inc. The Wi-Fi Protected Setup mark is a mark of the Wi-Fi Alliance.
Copyright © 2014 Cisco Systems, Inc. All rights reserved. Information in this publication is subject to change without notice. No part of this publication may be reproduced or transmitted in any form, by photocopy, microfilm, xerography, or any other means, or incorporated into any information retrieval system, electronic or mechanical, for any purpose, without the express permission of Cisco Systems, Inc.
Contents IMPORTANT SAFETY INSTRUCTIONS vii United States FCC Compliance xi CE Compliance xiii EU Compliance xvi About This Guide xvii Introducing the DOCSIS Wireless Residential Voice Gateway 1 Introduction ......................................................................................................................... 2 What's In the Carton? .......................................................................................................... 3 Front Panel Description ..............
Contents Troubleshooting the DOCSIS Wireless Residential Voice Gateway31 Frequently Asked Questions ............................................................................................ 32 Common Troubles hooting Issues .................................................................................... 37 Tips for Improved Performa nce .......................................................................................
Notice to Installers The servicing instructions in this notice are for use by qualified service personnel only. To reduce the risk of electric shock, do not perform any servicing other than that contained in the operating instructions, unless you are qualified to do so. Notice à l’attention des installateurs de réseaux câblés Les instructions relatives aux interventions d’entretien, fournies dans la présente notice, s’adressent exclusivement au personnel technique qualifié.
Mitteilung für CATV-Techniker Die in dieser Mitteilung aufgeführten Wartungsanweisungen sind ausschließlich für qualifiziertes Fachpersonal bestimmt. Um die Gefahr eines elektrischen Schlags zu reduzieren, sollten Sie keine Wartungsarbeiten durchführen, die nicht ausdrücklich in der Bedienungsanleitung aufgeführt sind, außer Sie sind zur Durchführung solcher Arbeiten qualifiziert.
IMPORTANT SAFETY INSTRUCTIONS IMPORTANT SAFETY INSTRUCTIONS 1) Read these instructions. 2) Keep these instructions. 3) Heed all warnings. 4) Follow all instructions. 5) Do not use this apparatus near water. 6) Clean only with dry cloth. 7) Do not block any ventilation openings. Install in accordance with the manufacturer's instructions. 8) Do not install near any heat sources such as radiators, heat registers, stoves, or other apparatus (including amplifiers) that produce heat.
IMPORTANT SAFETY INSTRUCTIONS Protect the Product from Lightning In addition to disconnecting the AC power from the wall outlet, disconnect the signal inputs. Verify the Power Source from the On/Off Power Light When the on/off power light is not illuminated, the apparatus may still be connected to the power source. The light may go out when the apparatus is turned off, regardless of whether it is still plugged into an AC power source.
IMPORTANT SAFETY INSTRUCTIONS management practices for perchlorate-containing substance, see www.dtsc.ca.gov/hazardouswaste/perchlorate Provide Ventilation and Select a Location Remove all packaging material before applying power to the product. Do not place this apparatus on a bed, sofa, rug, or similar surface. Do not place this apparatus on an unstable surface. Do not install this apparatus in an enclosure, such as a bookcase or rack, unless the installation provides proper ventilation.
IMPORTANT SAFETY INSTRUCTIONS Telephone Equipment Notice When using your telephone equipment, basic safety precautions should always be followed to reduce the risk of fire, electric stock and injury to persons, including the following: 1. Do not use this product near water, for example, near a bath tub, wash bowl, kitchen sink or laundry tub, in a wet basement or near a swimming pool. 2. Avoid using a telephone (other than a cordless type) during an electrical storm.
United States FCC Compliance United States FCC Compliance This device has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable protection against such interference in a residential installation. This equipment generates, uses, and can radiate radio frequency energy. If not installed and used in accordance with the instructions, it may cause harmful interference to radio communications.
United States FCC Compliance RF Exposure Statements Note: This transmitter must not be co-located or operated in conjunction with any other antenna or transmitter. This equipment should be installed and operated with a minimum distance of 7.9 inches (20 cm) between the radiator and your body. For products available in the USA/Canada market, only channels 1-11 can be operated. The selection of other channels is not possible.
CE Compliance CE Compliance Declaration of Conformity with Regard to the EU Directive 1999/5/EC (R&TTE Directive) This declaration is only valid for configurations (combinations of software, firmware and hardware) supported or provided by Cisco Systems for use within the EU. The use of software or firmware not supported or provided by Cisco Systems may result in the equipment no longer being compliant with the regulatory requirements.
CE Compliance Note: The full declaration of conformity for this product can be found at http://www.cisco.com/ we b/co nsumer/ support/ compliance_info.htm l. The following standards were applied during the assessment of the product against the requirements of the Directive 1999/5/EC: Radio: EN 300 328 EMC: EN 301 489-1 and EN 301 489-17 Safety: EN 60950 and EN 50385 The CE mark and class-2 identifier are affixed to the product and its packaging.
CE Compliance Latvia The outdoor usage of the 2.4 GHz band requires an authorization from the Electronic Communications Office. Please check http://www.esd.lv for more details. 2,4 GHz frekvenču joslas izmantošanai ārpus telpām nepieciešama atļauja no Elektronisko sakaru direkcijas. Vairāk informācijas: http://www.esd.lv. Note: The regulatory limits for maximum output power are specified in EIRP.
EU Compliance EU Compliance This device complies with Commission Regulations (EU) No. 1275/2008 and 801/2013. For more information on the energy consumption of this product, go to www.cisco.com/go/cpe-eu-lot26-results.
About This Guide About This Guide Introduction Welcome. This guide provides instructions and recommendations for placing, installing, configuring, operating, maintaining, and troubleshooting the DPC3928 (with or without a battery) and EPC3928 DOCSIS Wireless Residential Voice Gateways.
1 Chapter 1 Introducing the DOCSIS Wireless Residential Voice Gateway Introduction This chapter provides an overview of residential gateway features, indicators, and connectors to help you become familiar with the residential gateway and the benefits it offers. This chapter also lists the accessories and equipment that are provided with the residential gateway so that you can verify that you received all of these items. In This Chapter OL-29 161 -01 Introduction ..................................
Chapter 1 Introducing the DOC SIS Wireless Residential Voice Gateway Introduction Your new Cisco® Model DPC3928 DOCSIS® 3.0 or EPC3928 EuroDOCSIS™ Wireless Residential Gateway with Embedded Digital Voice Adapter is a cable modem that meets industry standards for high-speed data connectivity along with reliable digital telephone service.
What's In the Carton? What's In the Carton? When you receive your residential gateway, you should check the equipment and accessories to verify that each item is in the carton and that each item is undamaged. The carton contains the following items: One DPC3928 or EPC3928 DOCSIS Wireless Residential Voice Gateway (no battery) One Ethernet cable (May not be provided with all products.) One Lithium Ion cartridge battery (Image may vary from product. May not be provided with all products.
Chapter 1 Introducing the DOC SIS Wireless Residential Voice Gateway Front Panel Description The front panel of your residential gateway provides LED status indicators that indicate how well and at what state your residential gateway is operating. See Operation of Front Panel Indicators (on page 21), for more information on front panel LED status indicator functions.
Front Panel Description 7 WIRELESS ON/OFF (Optional)—Press this button to activate and turn on the Wireless feature. This feature allows users to transfer data over the wireless connection. When the WIRELESS indicator is ON, it indicates that the Wireless Access Point is operational. BLINKING indicates that data is being transferred over the wireless connection. OFF indicates that the Wireless feature has been disabled. 8 WIRELESS SETUP—Press this button to activate the Wireless Setup feature.
Chapter 1 Introducing the DOC SIS Wireless Residential Voice Gateway Back Panel Description The following illustration identifies the back panel components on the DPC3928 and EPC3928 residential gateways. Descriptions for each component follow the illustration. The following illustration shows the back panel of the DPC3928 with battery backup capability. Important: Do not connect your PC to both the Ethernet and USB ports at the same time.
Back Panel Description 2 POWER—Connects the residential gateway to the AC power adapter that is provided with your residential gateway Important: Use only the power supply provided with your residential gateway. 3 TELEPHONE 1 and 2—RJ-11 telephone ports connect to home telephone wiring to conventional telephones or fax machines. (Products shipping in North America support lines 1 and 2 on port 1 when used with a two-line phone.) 4 USB (Optional for some models)—Connects to selected devices.
2 Chapter 2 Installing the DOCSIS Wireless Residential Voice Gateway Introduction This chapter describes how to properly install the residential gateway and connect the residential gateway to a computer and other devices. In This Chapter OL-29 161 -01 Installation P reparations ....................................................................10 Install the Wireless Res idential Voice Gateway ...............................
Chapter 2 Installing the D OC SIS Wireless Residential Voice Gateway Installation Preparations Before installing the residential gateway, make sure that your system meets or exceeds the requirements listed in this section. Also, make sure that you have prepared your home and home devices as described in this section.
Installation Preparations Dialing Requirements All of your telephones should be set to use Dual-Tone Multi-Frequency (DTMF) dialing. Pulse dialing may not be supported by your local service provider. Telephone Wiring Requirements The residential gateway supports connecting to the interior telephone wiring as well as connecting directly to a telephone or fax machine. The maximum distance from the unit to the most distant telephone device must not exceed 1000 feet (300 meters).
Chapter 2 Installing the D OC SIS Wireless Residential Voice Gateway Information Your Serv ice Prov ider Needs You will need to give your service provider the following information, which is printed on the bar code label attached to the device: The Serial Number (S/N) of the residential gateway. The serial number consists of a series of nine digits. The Media Access Control (CM MAC) address of the residential gateway. The CM MAC address consists of a series of 12 alphanumeric characters.
Installation Preparations Where Is the Best Location for My Wireless Residential Voice Gateway? The ideal location for your residential gateway is where it has access to outlets and other devices. Think about the layout of your home or office, and consult with your service provider to select the best location for your residential gateway. Read this user guide thoroughly before you decide where to place your residential gateway.
Chapter 2 Installing the D OC SIS Wireless Residential Voice Gateway WARNING: Fully charged high-capacity rechargeable batteries should be handled with care. Replace only with the battery recommended by the manufacturer. Do not disassemble it or attempt to recharge the battery outside the system. Do not crush, puncture, dispose of in a fire, short the external contacts, or expose to high temperature or immerse in water or other liquids.
Installation Preparations Important: If you have not already done so, insert the battery in the residential gateway before you mount the residential gateway on a wall (if desired) or before you install the residential gateway in your home. For assistance inserting the battery in the residential gateway, see Install the Battery (on page 13). Select an Appropriate Place to Mount the Wireless Residential Voice Gateway You may mount the residential gateway to a wall that is made of cement, wood, or drywall.
Chapter 2 Installing the D OC SIS Wireless Residential Voice Gateway Position the Wireless Residential Voice Gateway Use the following illustrations to guide you in positioning the residential gateway on the wall. Location and Dimensions of the Wall-Mounting Slots The following illustration shows the location and dimensions of the wall-mounting slots on the bottom of the residential gateway. Use this illustration as a guide for mounting the residential gateway to the wall.
Installation Preparations Note: Image not to scale. Mounting the Wireless Residential Voice Gateway on a Wall 1 Using a drill with a 3/16-inch bit, drill two holes at the same height and 4 inches apart. Note: The preceding graphic illustrates the location of the mounting holes on the back of the residential gateway. 2 Are you mounting the residential gateway into a drywall or concrete surface where a wooden stud is available? If yes, go to step 3.
Chapter 2 Installing the D OC SIS Wireless Residential Voice Gateway Install the Wireless Residential Voice Gateway This section describes how to connect your residential gateway to support the services that the residential gateway offers. Important: If you have not already done so, insert the battery in the residential gateway before you mount the residential gateway on a wall (if desired) or before you install the residential gateway in your home.
Install the Wireless Residential Voice Gateway Connect the Wireless Residential Voice Gateway The following installation procedure ensures proper setup and configuration for the residential gateway. 1 Choose an appropriate and safe location to install the residential gateway (close to a power source, an active cable connection, and your PC-if using high-speed Internet). For assistance, go to Where Is the Best Location for My Wireless Residential Voice Gateway? (on page 13).
Chapter 2 Installing the D OC SIS Wireless Residential Voice Gateway 5 Locate the AC power cord provided with your residential gateway. Insert one end of the power cord into the AC connector on the back of the residential gateway. Then, plug the AC power cord into an AC outlet to power-up the residential gateway. The residential gateway will perform an automatic search to locate and sign on to the broadband data network. This process may take up to 25 minutes.
3 Chapter 3 Operation of Front Panel Indicators Introduction This chapter describes the behavior of the front panel indicators when the residential gateway is first powered up, during normal operations, and in special conditions. In This Chapter OL-29 161 -01 Initial Power On, Calibration, and Registration (AC Power applied) ...............................................................................................22 Normal Op erations (AC Power Applied) ........................................
Chapter 3 Operation of Front Panel Indicators Initial Power On, Calibration, and Registration (AC Power applied) The following chart illustrates the sequence of steps and the corresponding appearance of the residential gateway front panel LED status indicators during power up, calibration, and registration on the network when AC power is applied to the residential gateway. Use this chart to troubleshoot the power up, calibration, and registration process of your residential gateway.
Initial Power On, Calibration, and Registration (AC Power applied) Front Panel LED Status Indicators During Initial Pow er Up, Calibration, and Registration Part 2, Telephone Registration OL-29 161 -01 Step: 7 8 9 10 11 Front Panel Indicator Data Network Registration Complete Requesting Telephone IP Address Request Telephone Provisioning File Restarting Voice Telephone Service Registration Complete 1 POWER On On On On On 2 DS On On On On On 3 US On On On On On 4 ONLINE O
Chapter 3 Operation of Front Panel Indicators Normal Operations (AC Power Applied) The following chart illustrates the appearance of the residential gateway front panel LED status indicators during normal operations when AC power is applied to the gateway.
Normal Operations (AC Power Applied) Front Panel LED Status Indicators During Normal Conditions Front Panel Indicator 11 BATTERY (Optional for some models) Normal Operations On – When battery is charged Blinks – When battery charge is low Off – When there is no battery in the unit Note: In addition to the status shown in the previous table, some service providers use color-coded LEDs to indicate detailed channel bonding and data link status.
Chapter 3 Operation of Front Panel Indicators Special Conditions The following chart describes the appearance of the residential gateway front panel LED status indicators during special conditions to show when you have been denied network access.
4 Chapter 4 Maintaining the Battery Introduction This chapter describes how to maintain and replace the battery that is included with the residential gateway. In This Chapter OL-29 161 -01 Location of the Battery .......................................................................28 Battery Maintenanc e ..........................................................................
Chapter 4 Maintaining the Battery Location of the Battery The following illustration shows the location of the battery.
Battery Maintenance Battery Maintenance If your residential gateway contains a battery backup feature, a high-capacity rechargeable battery provides stand-by operation in the event of an AC power failure. You can replace the battery without the use of any tools. WARNING: Fully charged high-capacity rechargeable batteries should be handled with care. Replace only with the battery recommended by the manufacturer. Do not disassemble it or attempt to recharge the battery outside the system.
Chapter 4 Maintaining the Battery 4 Insert a new battery into the battery compartment. Do not force the battery into the compartment, but be sure to press the battery all the way in until it seats fully. 5 Close the battery compartment door. The battery lock will automatically reengage. Important: It can take as long as 24 hours for the battery to charge fully. Note: Dispose of the battery in accordance with local regulations and instructions from your service provider.
5 Chapter 5 Troubleshooting the DOCSIS Wireless Residential Voice Gateway Introduction This chapter describes the most common issues that may occur after the residential gateway is installed and provides possible solutions and tips for improved performance of the residential gateway. In This Chapter OL-29 161 -01 Frequently Asked Questions .............................................................32 Common Troubles hooting Issues .....................................................
Chapter 5 Troubleshooting the D OCSIS Wireless Residential Voice Gateway Frequently Asked Questions This section provides answers to common questions about the residential gateway. How Do I Configure TCP/IP Protocol? To configure TCP/IP protocol, you need to have an Ethernet Network Interface Card (NIC) with TCP/IP communications protocol installed on your system. TCP/IP is a communications protocol used to access the Internet.
Frequently Asked Questions 8 9 To specify DNS server address settings, do one of the following: To get a DNS server address automatically using DHCP, click Obtain DNS server address automatically, and then click OK. To specify a DNS server address, click Use the following DNS server addresses, and then, in the Preferred DNS server and Alternate DNS server fields, type the addresses of the primary and secondary DNS servers. To change advanced DNS, WINS, and IP settings, click Advanced.
Chapter 5 Troubleshooting the D OCSIS Wireless Residential Voice Gateway 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.
Frequently Asked Questions 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. Renew ing the IP Address on Macintosh Sy stems 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.
Chapter 5 Troubleshooting the D OCSIS Wireless Residential Voice Gateway 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.
Common Troubleshooting Issues 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.
Chapter 5 Troubleshooting the D OCSIS Wireless Residential Voice Gateway 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.
Tips for Improved Performance Tips for Improved Performance If your residential gateway does not perform as expected, the following tips may help. If you need further assistance, contact your service provider. Verify that the plug to your residential gateway AC power is properly inserted into an electrical outlet. Verify that your residential gateway AC power cord is not plugged into an electrical outlet that is controlled by a wall switch.
6 Chapter 6 Customer Information Introduction If you have technical questions, call Cisco Services for assistance. Follow the menu options to speak with a service engineer. Access your company's extranet site to view or order additional technical publications. For accessing instructions, contact the representative who handles your account. Check your extranet site often as the information is updated frequently.
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