tm402 install guide - support home page product specifications this chapter details the touchstone...

Touchstone™Telephony Modem Installation GuideRelease 4 Standard 3.0August 2004ARSVD00770

1 Product SpecificationsThis chapter details the Touchstone™ Telephony Modem product specifications.

2 Installing the Telephony ModemThis chapter explains how to install a new Telephony Modem at a subscriber site.

3 Installing the Telephony Modem USB DriversUse this procedure to install USB drivers for the ARRIS Touchstone™ Telephony Modem on a Windows system.

4 Using the Telephony ModemThis chapter describes the controls and features available on the Model 4 Touch-stone Telephony Modems, and covers basic troubleshooting procedures.

5 Troubleshooting the Telephony ModemThis chapter identifies problems that might occur following the Telephony Modem installation. These troubleshooting procedures provide corrective actions that may be required.

ii

Touchstone Telephony ARSVD00770 Standard 2.0 Aug 2004

iii

Publication historyAugust 2004

Release 4.0 Standard 3.0 of the document to include information relating to the new variants as well as the 402G and 402H models.

May 2004Standard 2.0 version of the document.

Telephony Modem Installation Guide Release 4 Standard 3.0 Aug 2004

iv Publication history

Touchstone ARSVD00770 Release 4 Standard 3.0 Aug 2004

v

ContentsBase Unit Markings, Symbols, and Labels.............................................................. viii

Regulatory Symbols............................................................................................ viiiSafety requirements ...................................................................................................xRadio Frequency Emissions and Immunity................................................................x

FCC Declaration of Conformity: .............................................................................xProduct Safety........................................................................................................... xiEuropean Compliance............................................................................................... xi

Product Specifications 1-1Electrical Specifications.......................................................................................... 1-1Physical Specifications........................................................................................... 1-1Data Communications Specifications..................................................................... 1-2Telephony Specifications........................................................................................ 1-2Applicable Standards ............................................................................................. 1-2

Installing the Telephony Modem 2-1Requirements......................................................................................................... 2-1

List of materials.................................................................................................. 2-1Tools and Materials ............................................................................................ 2-1Overview............................................................................................................ 2-2Location ............................................................................................................. 2-3

Procedure 2-1 Installing the Batteries (TM402P and TM402Q models) . . . . . . 2-4Procedure 2-2 Installing the Battery (TM402G and TM402H models) . . . . . . . 2-6Procedure 2-3 Mounting the Telephony Modem. . . . . . . . . . . . . . . . . . . . . . . . 2-8Procedure 2-4 Connecting the Telephony Modem . . . . . . . . . . . . . . . . . . . . . 2-11

Installing the Telephony Modem USB Drivers 3-1Requirements......................................................................................................... 3-1Procedure 3-1 Installing USB Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

Using the Telephony Modem 4-1About Backup Batteries.......................................................................................... 4-1

About the Backup Battery (TM402P/TM402Q) .................................................. 4-1About the Backup Battery (TM402G/TM402H).................................................. 4-2Battery Charging................................................................................................ 4-2Battery Capacity Test ......................................................................................... 4-2

Light Emitting Diode (LED) Display........................................................................ 4-3LED Indicators: Startup Sequence..................................................................... 4-4


vi Contents

LED Indicators: Normal Operation..................................................................... 4-5Using the Standby Feature ................................................................................ 4-6Resetting the Telephony Modem ....................................................................... 4-7

Procedure 4-1 Replacing a Backup Battery Pack (TM402P and TM402Q models). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

Procedure 4-2 Replacing a Backup Battery Pack (TM402G and TM402H models) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10

Troubleshooting the Telephony Modem 5-1Procedure 5-1 Troubleshooting the Power Connection . . . . . . . . . . . . . . . . . . 5-2Procedure 5-2 Troubleshooting the Ethernet Connection. . . . . . . . . . . . . . . . . 5-3Procedure 5-3 Troubleshooting USB Connection. . . . . . . . . . . . . . . . . . . . . . . 5-4Procedure 5-4 Troubleshooting Telephone Connection . . . . . . . . . . . . . . . . . . 5-5


vii

About this documentThis guide describes the installation and testing procedures for the Touchstone Telephony Modem models:• TM402A/CE: North American DOCSIS, 220-240V AC power (no battery

backup)• TM402A/NA: North American DOCSIS, 100-120V AC power (no battery

backup)• TM402B/CE: Euro DOCSIS, 220-240V AC power (no battery backup)• TM402G/CE: North American DOCSIS, 220-240V AC power with Li-Ion

battery backup• TM402G/NA: North American DOCSIS, 100-120V AC power with

Li-Ion battery backup• TM402H/CE: Euro DOCSIS, 220-240V AC power with Li-Ion battery

backup• TM402P/CE: North American DOCSIS, 220-240V AC power, with

extended Li-Ion battery backup• TM402P/NA: North American DOCSIS®, 100-120V AC power, with

extended Li-Ion battery backup• TM402Q/CE: Euro DOCSIS, 220-240V AC power, with extended Li-Ion

battery backup


viii About this document

Base Unit Markings, Symbols, and LabelsRegulatory Symbols

Product Model Base Unit LabelTM402A/CETM402A/NA

TM402B/CE

TM402G/CE

TM402G/NA

TM402H/CE

Model : TM402G/220P/N : TM02AD104

DANGERMains voltages inside this unit.No user serviceable parts inside. Refer service to qualifiedpersonnel only!

Made in "Country", Patents PendingCopyright 2004 - ARRIS International,Inc

220-240 VAC, 50 Hz, 0.5 A MAX

CM

All Rights Reserved

Model : TM402G/110P/N : TM02AC104



FOR HOME OR OFFICE USE

100-120 VAC, 50/60 Hz, 0.5 A MAX

C CM

All Rights Reserved

Model : TM402H/220P/N : TM02BD104



220-240 VAC, 50 Hz, 0.5 A MAX

CM

All Rights Reserved


About this document ix

Explanation of Functional Indicators

TM402P/CE

TM402P/NA

TM402Q/CE

Symbol Definition

Instructions: The exclamation point within an equilateral triangle is intended to alert the user to the presence of important operating and maintenance instructions in the literature accompanying the appliance.

Alternating Current: A terminal to which or from which an alternating (sinewave) current or voltage may be applied or supplied.

Direct Current: A terminal to which or from which a direct current or voltage may be applied or supplied.


x About this document

Safety requirementsARRIS Telephony Modems comply with the applicable requirements for performance, construction, labeling, and information when used as outlined below:

• Do not use product near water (i.e. wet basement, bathtub, sink or near a swimming pool, etc.), to avoid risk of electrocution.

• Avoid using and/or connecting the equipment during an electrical storm, to avoid risk of electrocution.

• Do not locate the equipment within 6 feet (1.9 m) of a flame or ignition source, to avoid damage or injury from battery explosion (i.e. heat registers, space heaters, fireplaces, etc.).

• Use only power supply and power cord included with the equipment.• Equipment should be installed near the power outlet and should be easily

accessible.Radio Frequency Emissions and Immunity

FCC Declaration of Conformity:This equipment 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 harmful interference in a residential installation. Operation is subject to the following two conditions: (1) this device may not cause harmful interference, and (2) this device may accept any interference that may cause undesired operations.

This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:• Reorient or relocate the receiving antenna.• Increase the separation between the equipment and the receiver.• Connect the equipment into an outlet on a circuit different from that to

which the receiver is connected.• Consult the dealer or an experienced radio/TV technician for help.

CAUTIONMake sure that the existing wires providing telephone service are physically disconnected from the incumbant service provider’s network interface device. This is a physical break in the connection, not just a discontinuation of service. Failure to do so will result in damage to the Telephony Modem.


About this document xi

The FCC advises that any unauthorized changes or modifications may void the user’s authority to operate this equipment. For more information on FCC conformity, please contact: ARRIS, 3871 Lakefield Drive, Suite 300, Suwanee, GA 30024.

This product was FCC certified under test conditions that included the use of the supplied cables between system components. To ensure compliance with FCC regulation, the user must use these cables and install them properly.

Product SafetyUL listed per UL60950.

European ComplianceThis 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).

A copy of the Declaration of Conformity may be obtained by contacting: ARRIS, 3871 Lakefield Drive, Suite 300, Suwanee, GA 30024.


xii About this document


1-1

Product Specifications 1-This chapter details the Touchstone™ Telephony Modem product specifications.

Electrical Specifications

Electrical Ratings (TM402A/NA,TM402P/NA, TM402G/NA)AC Power: 100-120V, 50-60Hz, 0.5A max

Electrical Ratings (TM402A/CE, TM402B/CE, TM402P/CE, TM402Q/CE, TM402G/CE, TM402H/CE)

AC Power: 220-240V, 50Hz, 0.5A max

Physical Specifications

WeightTelephony Modem (TM402P, TM402Q without batteries): 1.56 lb. (0.71 kg)

Telephony Modem (TM402G, TM402H without battery): 1.51 lb. (0.68 kg)

Telephony Modem (TM402P, TM402Q maximum, two batteries): 2.36 lb. (1.07 kg)

Telephony Modem (TM402G, TM402H with battery): 1.88 lb. (0.85 kg)

Battery: 0.40 lb. (0.18 kg)

Telephony Modem (TM402A, TM402B) 1.05 lb. (.47 kg)

Table 1-1Physical Dimensions

TM402P, TM402Q, TM402G, TM402H

TM402A, TM402B

Height 2.3 inches (5.8 cm) 1.5 inches (3.8 cm)

Width 8.4 inches (21.3 cm) 8.2 inches (20.9 cm)

Depth 7.5 inches (19.0 cm) 7.0 inches (17.9 cm)


1-2 Product Specifications

Environmental ConditionsIndoor use only; ambient air temperature 41°F-104°F (5°C to 40°C)

Mounting OptionsWall mount, vertical desktop, horizontal desktop

Data Communications Specifications

Ethernet Data Interface10/100Base-T

USB Data InterfaceFull Speed (12 Mb/S) USB 1.1

Telephony Specifications

Subscriber Telephony InterfaceTwo lines of plain old telephone service (POTS)

Loop CurrentNormal mode: 20 mA minimum

Boost (high-current) mode: 40 mA nominal (short circuit)

Maximum Loop1500 ft (26 AWG)

Talk Battery44V DC to 53V DC (idle state)

Loading10 REN total

5 REN per line (individual line load depends on country template in use)

Applicable Standards

TM402A/NA, TM402A/CE, TM402P/NA, TM402P/CE, TM402G/NA, TM402G/CE

DOCSIS 2.0

PacketCable 1.0

PacketCable 1.1 (TM402P/NA, TM402P/CE, TM402G/NA and TM402G/CE only)

TM402B/CE, TM402Q/CE, TM402H/CE

Euro-DOCSIS 2.0

Euro-PacketCable


2-1

Installing the Telephony Modem 2-This chapter explains how to install a new Telephony Modem at a subscriber site.

RequirementsBefore performing the procedures in this chapter, verify the following:• The subscriber name, address, new telephone number, and Telephony

Modem serial number• The accessibility of house wiring (cable, telephone, and power) • The Telephony Modem is provisioned at the headend

List of materialsThe Telephony Modem package contains the following items:• Telephony Modem• Zero, one, or two Li-Ion battery packs (battery backup models only)• Power cord• CD containing USB drivers and this manual• Quick Start Guide, Initial Battery Installation Guide (battery backup

models only), Product Safety and Conformance Guide, and Wall Mounting Template and Instructions

• Ethernet and USB cables• Two #6 screws

Tools and MaterialsMake sure you have the following tools and materials before proceeding:• For wall mounting on drywall:

— a drill with a 1/4 inch (6 mm) drill bit— spectrum analyzer for checking RF levels (optional)— two 1.5 inch (35mm or 40mm) drywall anchors and screws; the head

should be less than 9.1 mm (0.36 inches) diameter and less than 3.3 mm (0.13 inches) thick


2-2 Installing the Telephony Modem

— a torque-limiting wrench for connecting the cable F-connector— screwdriver for wall-mount hardware— wall-mount template (printed on the Wall-Mounting Template and

Instructions sheet)— transparent tape (for temporarily securing the mounting template to the

wall)• for mounting on plywood:

— a drill with a 1/8 inch (3 mm) drill bit— spectrum analyzer for checking RF levels (optional)— two #6, #8, or #10 x 20 mm (0.75 inch) self tapping zinc plated steel

screws; the head should be less than 9.1 mm (0.36 inches) diameter and less than 3.3 mm (0.13 inches) thick, a 1/8 inch (3 mm) drill bit

— a torque-limiting wrench for connecting the cable F-connector— screwdriver for wall-mount hardware— wall-mount template (printed on the Wall-Mounting Template and

Instructions sheet)— transparent tape (for temporarily securing the mounting template to the

wall)• For desktop mounting:

— a torque-limiting wrench for connecting the cable F-connector— spectrum analyzer for checking RF levels (optional)— a location on a desk that will allow for proper cable clearance and

ventilation for the unit. In addition, leave enough slack in all cables so that the Telephony Modem can be removed for maintenance without disconnecting cables. There should also be enough room on the side of the Telephony Modem to allow for battery replacement (battery backup models only)

OverviewThe installation process is made up of the following steps:

• Select the location of the Telephony Modem; wall mount or desk mount• Select the orientation of the mounting; vertical or horizontal• Install batteries (battery backup models only)• Mount the Telephony Modem• Connect the following:

— RF cable— Power cable— USB or Ethernet cable


Installing the Telephony Modem 2-3

— Telephone cable• Load USB drivers (for USB connection only)

LocationAlways position the Telephony Modem:• within 5 feet (1.6 m) of all necessary cable connections without stretching

or adding extension cords.• with enough clearance between the bottom of the Telephony Modem, and

any flooring or shelving underneath, to allow access to cabling. • with enough room around the unit that the battery compartment can be

accessed and a battery or batteries replaced (battery backup models only).

How to use this chapterThe following table lists the procedures in this chapter. Perform them in the order shown.

Procedure Page

Installing the Batteries (TM402P and TM402Q models)

2-4

Installing the Battery (TM402G and TM402H models)

2-6

Mounting the Telephony Modem 2-8

Connecting the Telephony Modem 2-11



Procedure 2-1Installing the Batteries (TM402P and TM402Q models)

TM402P and TM402Q Telephony Modems are shipped with one or two lithium-ion (Li-ion) batteries. Use this procedure to install the backup batteries.

Action1 Pull down on the two latches holding the battery door (on the bottom of the

Telephony Modem) and pull the door toward you. Set the door aside.

2 Hold each battery by its pull tab and insert the batteries into the bay. The following photo shows the proper orientation. Batteries will not insert completely into the Telephony Modem if not oriented correctly.

—continued—

Latch end

Bay 2 Bay 1



Procedure 2-1 (continued)Installing the Batteries

3 Push the battery into the bay until it latches into place. The following photo shows a Telephony Modem with both batteries installed.

Note 1: The Telephony Modem does not begin operating until you apply AC power.Note 2: If you use only one battery, insert the battery into bay 1 (as shown above). Battery bay 2 is reserved for a second battery pack.

4 Replace the door. To do so, place the tabs of the battery door into the slot on the telephony modem battery compartment. Rotate the door away from you until the two latches snap back into place.

It is normal for the Battery 1 and Battery 2 LEDs to flash after initial installation of the battery to show that the battery(ies) are charging.

Note: The TM402P and TM402Q models use a lithium-ion battery pack. The battery does contain precious material, there may be some benefit in recycling. Please dispose of the battery responsibly and in accordance with local ordinances.

—end—

Bay 1

TabsSlot

Latches



Procedure 2-2Installing the Battery (TM402G and TM402H models)

TM402G and TM402H Telephony Modems are shipped with one lithium-ion (Li-ion) battery. Use this procedure to install the backup battery.

Action1 Pull down on the latch holding the battery door (on the bottom of the


2 Hold the battery by its pull tab and insert the battery into the bay. The following photo shows the proper orientation. The battery will not insert completely into the Telephony Modem if not oriented correctly.

—continued—

Latch end

Bay



Procedure 2-2 (continued)Installing the Batteries

3 Push the battery into the bay until it latches into place. The following photo shows a Telephony Modem with the battery inserted.

Note 1: The Telephony Modem does not begin operating until you apply AC power.Note 2: It is normal for the Battery LED to flash after initial installation of the battery to show that the battery is charging.

4 Replace the door. To do so, place the tabs of the battery door into the slot on the Telephony Modem battery compartment. Rotate the door away from you until the latch snaps back into place.

Note: The TM402G and TM402H models use a lithium-ion battery pack. The battery does contain precious material, there may be some benefit in recycling. Please dispose of the battery responsibly and in accordance with local ordinances.

—end—

TabsSlot

Latch



Procedure 2-3Mounting the Telephony Modem

This procedure applies to all Telephony Modem models. Before proceeding, please complete, “Installing the Batteries (TM402P and TM402Q models)” on page 2-4 or “Installing the Battery (TM402G and TM402H models)” on page 2-6 where appropriate.

The Telephony Modem can be wall-mounted or placed on a desktop. Prior to mounting the Telephony Modem, please read through all of the steps listed within this procedure and ensure you have all of the tools and materials necessary for installation.

RequirementsMounting ConsiderationsYou can position the Telephony Modem either horizontally or vertically (upright) on a desktop or mounted horizontally or vertically on a wall. Using the supplied cables, select a location within 5 feet (1.6m) of an unswitched AC outlet.

Leave sufficient clearance around the Telephony Modem and any flooring or shelving underneath, to allow access to cabling. In addition, leave enough slack in all cables so that the Telephony Modem can be removed for maintenance without disconnecting cables.

There must also be enough room around the Telephony Modem to allow for battery replacement (on models with battery backup only).

When mounting the Telephony Modem on drywall, it is recommended that drywall anchors are used to provide for a more stable mount. This may prevent the Telephony Modem from pulling out of the wall in the future. You can align the mounting screws either horizontally or vertically, on 4-inch centers.

ActionThis procedure assumes that you have already reviewed the “Requirements” section.

1 Select the location and mounting orientation. 2 Proceed as follows:

—continued—

If you are… Then go to…wall-mounting the Telephony Modem step 3.placing the Telephony Modem on a desktop step 8.



Procedure 2-3 (continued)Mounting the Telephony Modem

Wall-mounting instructions3 Position the mounting template on the surface where you intend to mount the

Telephony Modem and secure in place with transparent tape.4 Drill holes through the template in the specified locations for the mounting

screws. After drilling holes, remove the template from the surface.5 If using drywall anchors, set them into the wall. Then drive the screws leaving

a gap of about 3 mm (0.12 inches) between the screw head and the wall.6 Lift the Telephony Modem into position. Slip the large end of the mounting

slots (in the back of the Telephony Modem) over the screws, then slide the vertically or horizontally until the narrow end of the keyhole slot contacts the screw shaft.

7 Proceed to “Connecting the Telephony Modem” on page 2-11.

Desktop mounting instructions8 Ensure that sufficient room is available where you plan to place the

Telephony Modem to allow for proper ventilation.9 Orient the Telephony Modem so that the RF, power and computer

connections are within reach of the cables. Place the Telephony Modem where there is no danger of it falling to the floor.

—continued—



Procedure 2-3 (continued)Mounting the Telephony Modem

Note: When mounting the TM402A or TM402B unit vertically, first you must engage the stand on the bottom of the unit. To do so, pull the oval foot out slightly, twist the foot as shown below, and place the Telephony Modem in the desired location.

10 Proceed to “Connecting the Telephony Modem” on page 2-11.—end—



Procedure 2-4Connecting the Telephony Modem

Follow these steps to make RF, power, data, and telephone connections to the Telephony Modem. Before proceeding, complete “Mounting the Telephony Modem” on page 2-8.

Considerations• Do not connect the same computer to both the Ethernet and USB ports.• RF and telephone cables must be provided by the installer.• The RF connectors both at the Telephony Modem and the wall jack need

to be tightened to a torque pressure of 17 to 23 Kg-cm (15 to 20 in-llb.). If a torque-limiting wrench is not available, tighten the connections by hand then tighten a further 1/8 to 1/4 turn with a wrench.

• Improperly tightened RF connectors can allow noise into the network, possibly causing data errors or dropped calls.

Telephony Modem Rear PanelsThe Telephony modem models TM402G, TM402H, TM402P, and TM402Q have the following rear connections:

A Tel 1/Tel 2 - plug the first line of telephone service here. If a 4-conductor cable is used, this connector will support both lines of service

B Tel 2 - used for the second line of telephone serviceC USB - Universal Serial Bus, use this connection to connect the Telephony

Modem to the customer’s computer via the USB cableD Power - plug the AC power cord hereE Ethernet - use this connection to connect the Telephony Modem to the

customer’s equipment via the Ethernet cableF RF - connection for network coax cable

The Telephony modem models TM402A and TM402B have the following rear connections:

A Tel 1 - used for the first line of telephone serviceB Tel 2 - used for the second line of telephone serviceC USB - Universal Serial Bus, use this connection to connect the Telephony

Modem to the customer’s computer via the USB cableD Power - plug the AC power cord here

—continued—



Procedure 2-4 (continued)Connecting the Telephony Modem

E Ethernet - use this connection to connect the Telephony Modem to the customer’s equipment via the Ethernet cable

F RF - connection for network coax cable

The following shows the rear panel of the Telephony Modem (402P and 402Q):

The following shows the rear panel of the Telephony Modem (402A and 402B). There are two variants; both are functionally equivalent although the rear panels differ.

—continued—

CBA ED F

CBA DE F

CBAD E F




The following shows the rear panel of the Telephony Modem (402G and 402H):

Action1 Verify proper grounding of the incoming coax shield. 2 Connect one end of the coaxial cable to the cable connection in the wall, and

the other end to the connector on the Telephony Modem labeled “Cable”.3 Connect the power cord in accordance with the appropriate Telephony

Modem:• For the TM402G, TM402H, TM402P, and TM402Q models, insert one

end of the power cord into the power jack on the back of the Telephony Modem and the opposite end into a convenient wall outlet.

• For the TM402A and TM402B models, connect the power cord from the supplied power adapter to the power jack on the back of the Telephony Modem. Then connect the additional power cord to the supplied power adapter and finally into a convenient wall outlet.

4 After the coax cable and power have been connected:

Making USB Connections5 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 labeled “USB”.

6 Proceed to “Making Ethernet Connections” or “Making Telephony Connections” as needed.

—continued—

If you are making… Then go to…USB connections “Making USB Connections”Ethernet connections “Making Ethernet Connections”Telephony connections “Making Telephony Connections”

CBA ED F




Making Ethernet Connections7 Connect one end of the Ethernet cable to the Ethernet port on your computer,

and the other end to the port on the back of the Telephony Modem labeled “Ethernet 10/100.”Note: If you are connecting the Telephony Modem to a computer or the Uplink (or MDI) port on an Ethernet hub or switch, use the supplied Ethernet cable or a straight-wired (not “null” or crossover-wired) Ethernet cable. If you are connecting the Telephony Modem to other ports (MDI-X) on a hub or switch, make sure the Ethernet cable is a crossover-type cable.

8 Proceed to “Making Telephony Connections” as needed.

Making Telephony Connections

9 Connect one end of the telephone cable to a telephone or wall jack using a standard RJ-11 connector. If installing a model TM402G, TM402H, TM402P, or TM402Q go to step 10. If installing a model TM402A or TM402B go to step 12.

10 Connect the other end of the cable to the connection on the modem labeled “Tel 1/Tel2” using a standard RJ-11 connector.

11 If a second line of telephony service is required, do one of the following:• If you use a 4-conductor cable, you can use the “Tel1/Tel2” connector to

provide access to both lines. The red and green wires provide the first line, and the yellow and black wires provide the second line.

• If you use a 2-conductor cable, connect the second telephone cable to a telephone or wall jack, and the other end of the cable to the connection on the Telephony Modem labelled “Tel2.”

12 Connect the other end of the cable to the connection on the modem labeled “Tel 1” using a standard RJ-11 connector.

13 If a second line of telephony service is required, connect the other end of the cable to the connection labeled “Tel 2”.

—end—



3-1

Installing the Telephony Modem USB Drivers 3-

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 begin actual subscriber service.

When you plug the Telephony Modem into the PC’s USB port, Windows automatically detects the hardware and attempts to install the drivers.

RequirementsMake sure you have the following before attempting to install the USB drivers:• PC with:

— CD-ROM drive— at least one free USB port— one of: Windows 98SE, Windows 2000, Windows ME, or Windows

XP (Windows 95 and Windows NT are not supported)— ARRIS USB Driver CD

• USB A/B cable of appropriate length• IP address, subnet, gateway, and DNS information (for installations not

using DHCP)

How to use this chapterThe following table lists the procedures for installing the USB drivers on the computer. The procedure is the same regardless of operating system used.


3-2 Installing the Telephony Modem USB Drivers

Procedure 3-1Installing 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). If not, connect the power supply as described in “Connecting the Telephony Modem” on page 2-11.

2 Insert the Touchstone USB Drivers CD.3 Plug the appropriate end of the USB cable into the Telephony Modem and the

other end into the computer’s USB port.The PC displays the following window:

4 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.

—continued—


Installing the Telephony Modem USB Drivers 3-3

Procedure 3-1 (continued)Installing USB Drivers

5 Click the Next button. At this point, Windows XP will proceed through steps 6-8. Windows XP users may go to step 9.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.

6 Select “Search for a suitable driver...”, then click the Next button. The wizard displays a list of search options.

—continued—




7 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. On the Windows desktop, open “My Computer” and note the letter of the

Compact Disc (or CD-ROM) drive (on most systems, the CD drive is at D: or E:)

b. Return to the Found New Hardware Wizard, and click the Back button.The wizard displays the previous screen, shown in step 6.

c. Select “Specify a Location,” then choose the drive letter that corresponds to the CD drive from the menu.

d. Click the Next button.You should now see the screen shown above. If not, contact your next level of support.

—continued—


Installing the Telephony Modem USB Drivers 3-5


8 Click the Next button. The wizard installs the drivers, then displays a window indicating that the installation is complete.

9 Click the Finish button.—end—


4-1

Using the Telephony Modem 4-This chapter describes the controls and features available on the Model 4 Touchstone Telephony Modems, and covers basic troubleshooting procedures.

About Backup BatteriesThe Telephony Modem is designed so that you can replace the battery pack in a wall-mounted modem without disconnecting AC power or removing the modem from the wall.

The rated storage temperature for Li-Ion batteries is -20°C to +60°C; (-4°F to 140°F); extended storage at temperatures above 25°C (77°F) results in reduced battery life and is not recommended.

The following factors can affect hold-up times:

• The age and temperature of the battery pack - hold-up times will decrease with increasing battery age and at higher temperatures.

• Battery charge level when AC power is lost.• Activity level of the Telephony Modem - data transfer, additional lines

off-hook, boosted loop current (40mA), continuous ringing, etc. can reduce the hold-up time.

About the Backup Battery (TM402P/TM402Q)The TM402P and TM402Q Telephony Modems use one or two Li-Ion battery packs. See “Replacing a Backup Battery Pack (TM402P and TM402Q models)” on page 4-8 for replacement instructions.

Table 4-1Nominal Battery Powering (TM402P and TM402Q models only)

One Battery Pack Installed

Two Battery Packs Installed

Telephony Modem Operating Mode

10 Hours 20 Hours Idle (all lines on-hook, no data)

6 Hours 12 Hours 1 Line Off-Hook (non-boosted, no data)


4-2 Using the Telephony Modem

About the Backup Battery (TM402G/TM402H)The TM402G and TM402H Telephony Modems use a single Li-Ion battery pack. See “Replacing a Backup Battery Pack (TM402G and TM402H models)” on page 4-10 for replacement instructions.

A fully-charged battery pack will typically power the Telephony Modem for the durations shown (or longer) in the table below:

Battery ChargingWhen the Telephony Modem is powered up, whether for the first time or after replacing a battery, it will begin charging the battery pack. If two battery packs are installed (TM402P and TM402Q models only), they will be charged sequentially (as opposed to simultaneously). The pack will be fully charged in less than 18 hours (less than 36 hours for two packs).

Battery Capacity TestIn order to assess whether the battery needs to be replaced, the Telephony Modem will periodically perform a capacity test. During the capacity test, the battery pack is partially discharged. This discharge period will last less than 11 hours. Following the discharge period, the Telephony Modem will fully recharge the battery pack (see Battery Charging).

When two battery packs are present (TM402P and TM402Q models only), the Telephony Modem will not begin discharging the second pack until the first pack has been discharged and fully recharged. This ensures there will always be at least one fully charged battery pack through-out the test cycle.

The default setting for the capacity test scheduling is within 4 days of initial power on and every 180 days afterwards. However, the scheduling of this test may be ‘paused’ and ‘accelerated’ through provisioning.

Light Emitting Diode (LED) DisplayThe Touchstone Telephony Modem comes equipped with the following LED indicators:

• Power - indicates whether AC power is available to the unit.• DS - indicates downstream connectivity from the headend to the

Telephony Modem.

Table 4-2Nominal Battery Powering (TM402G and TM402H models only)

Backup Time with Battery Pack

Telephony Modem Operating Mode

5 Hours Idle (all lines on-hook, no data)

3 Hours 1 Line Off-Hook (non-boosted, no data)


Using the Telephony Modem 4-3

• US - indicates upstream connectivity from the Telephony Modem to the headend.

• Online - indicates connectivity to the Internet.• Link - indicates Ethernet connectivity and activity between the Telephony

Modem and the customer’s computer equipment.• Telephone 1 - indicates the status of a first line of telephony service.• Telephone 2 - indicates the status of a second line of telephony service.• Battery 1 - indicates status of the primary battery (battery backup models

only).Note: The TM402G and TM402H models only have one battery backup available. The LED indicator for these models reads “Battery”. There is no Battery 2 LED.

• Battery 2 - indicates the status of the secondary battery (battery backup models only).

The following image shows the TM402P and TM402Q LEDs.

The following image shows the TM402A and TM402B LEDs.

The following image shows the TM402G and TM402H LEDs:



LED Indicators: Startup Sequence The table below shows the Telephony Modem LED patterns during the startup sequence.

Note: The patterns shown in this section are valid at the time of this publication. Software upgrades may use different patterns; see the Software Operator’s Guide corresponding to your deployed software load for updated patterns.

Step Description Pwr DS US Online Link Tel. 1

Tel. 2

Batt. 11,2

Batt.21,2

0 No Power Off Off Off Off Off Off Off Off Off

1 Self-Test Flash3 Flash Flash Flash Flash Flash Flash Flash Flash

2 Downstream Scan/Sync On Flash Off Off Off Off Off Off Off

3 Upstream Ranging On On Flash Off Off Off Off Off Off

4 DOCSIS DHCP/TFTP On On On Flash Off Off Off Off Off

CM Normal Operation

5 Telephony DHCP On On On On On Flash Off Off Off

6 Telephony SNMP/TFTP On On On On On Off Flash Off Off

7 Telephony RSIP On On On On On Flash Flash Off Off

MTA Normal Operation

1. Battery LED only available on units equipped with battery backup. 2. Battery 2 LED is only applicable to TM402P and TM402Q models. On the TM402G and TM402H models, this LED is labelled “Battery”.3. “Flash” is indicated by the LED transitioning from on to off two times per second.



LED Indicators: Normal OperationThe following table shows the Telephony Modem LED patterns during normal operation.

Operating Mode

Power DS US Online Link Tel. 1/Tel. 2

Batt. 1/Batt. 21

AC Power Good

On On = Connected

to the Internet

Flash2 = Not

connected to Internet,

Standby mode

enabled

On = Connected

to the Internet

Flash = Not connected to Internet,

Standby mode

enabled

On = Internet

available, Standby mode not enabled

Off = Internet not available, Standby

mode enabled

On = CPE connected to Ethernet

port

Off = CPE not

connected to Ethernet

port

Flash = CPE activity on Ethernet

port

On = Service available,

phone on-hook

Off = Service not available

Flash = Phone

off-hook

Slow Flash3 = Line Card

Error

On = Battery good

Off = Battery bad or missing

Flash = Battery low

AC Power Fail

Flash Off Off Off Off On = Service available,

phone on-hook

Off = Service not available

Flash = Phone

off-hook

Slow Flash = Line Card

Error

Off = Battery

good, bad or missing

Flash = Battery low

Software Upgrade

x4 Flash Flash On x x x

1. Battery 2 LED is only applicable to TM402P and TM402Q models. On the TM402G and TM402H models, this LED is labelled “Battery”.2. “Flash” is indicated by the LED transitioning from on to off two times per second.3. “Slow Flash” is indicated by the LED transitioning from on to off one time per second. 4. “x” indicates the LED state reflects the “AC Power Good” or “AC Power Fail” status.



Using the Standby FeatureModel 4 Touchstone Telephony Modems have a Standby button on the front panel. Pressing the Standby button cycles the Telephony Modem through the following sequence of states:• Normal mode: the Ethernet and USB interfaces are connected to the

internet through the RF interface and packets can pass between all three.• Standby mode: the Ethernet and USB interfaces are disconnected from the

internet. Packets pass normally between the Ethernet and USB interfaces, but not to the internet through the RF interface.

The current Standby setting is stored in non-volatile memory. If the Telephony Modem is reset or loses battery power (battery backup units) or AC power (non-battery backup units), it returns to its previous standby state. The Standby button has no effect before the modem has registered. Telephone service is NOT affected by the Standby mode.

The following table shows LED patterns displayed for the different Standby states.

LED

DescriptionPower DS US Online Link Tel. 1

Tel. 2Batt. 1Batt. 21

On On On On * * * Normal mode.

On Flash Flash Off * * * Standby mode.

“*” indicates the LED state could be On, Off, or Flashing.1. Battery 2 LED is only applicable to TM402P and TM402Q models. On the TM402G and TM402H models, this LED is labelled “Battery”.



Resetting the Telephony ModemUse the Reset button, on the back of the TM402 Telephony Modem, to reset the modem to its initial power-up state. The Reset button is recessed to prevent accidental resets. Use a pointed non-metallic object to press the button.

The following diagram shows the location of the Reset button for the TM402P and TM402Q.

The following diagrams show the location of the Reset button for the TM402A and TM402B.

The following diagram shows the location of the Reset button for the TM402G and TM402H.

Reset button

Reset button

Reset button



Procedure 4-1Replacing a Backup Battery Pack (TM402P and TM402Q models)

The TM402P and TM402Q Telephony Modems use one or two Li-Ion battery pack(s). They are designed so that you can replace the battery pack in a wall-mounted modem without disconnecting AC power or removing the modem from the wall.

RequirementsYou need the following item(s) for this procedure:• one or two replacement battery pack(s), ARRIS order number 710476

(contact your next level of support for a list of currently available battery suppliers)

Action1 Pull down on the two latches holding the battery door (on the bottom of the


The batteries are now accessible.2 Lift up the latch and pull the battery pack out of the bay.

3 Repeat step 2 to remove the second battery pack, if necessary.4 Install new battery packs as described in “Installing the Batteries (TM402P

and TM402Q models)” on page 2-4.

Latch end

1. Lift latch

2. Remove battery pack



Note: The TM402P and TM402Q models use one or two lithium-ion battery pack(s). This battery does contain precious material; there may be some benefit in recycling. Please dispose of the battery responsibly and in accordance with local ordinances.

—end—



Procedure 4-2Replacing a Backup Battery Pack (TM402G and TM402H models)

The TM402G and TM402H Telephony Modems use one Li-Ion battery pack. They are designed so that you can replace the battery pack in a wall-mounted modem without disconnecting AC power or removing the modem from the wall.

RequirementsYou need the following item(s) for this procedure:• one replacement battery pack, ARRIS order number 710476 (contact your

next level of support for a list of currently available battery suppliers)

Action1 Pull down on the latch holding the battery door (on the bottom of the


The battery is now accessible.2 Lift up the latch and pull the battery pack out of the bay.

3 Install new battery pack as described in “Installing the Battery (TM402G and TM402H models)” on page 2-6.

Note: The TM402G and TM402H model use one lithium-ion battery pack. This battery does contain precious material; there may be some benefit in recycling. Please dispose of the battery responsibly and in accordance with local ordinances.

—end—

Latch end

1. Lift latch

2. Remove batterypack


5-1

Troubleshooting the Telephony Modem 5-

This chapter identifies problems that might occur following the Telephony Modem installation. These troubleshooting procedures provide corrective actions that may be required.

When performing troubleshooting actions, continue through each step until the trouble condition clears.


5-2 Troubleshooting the Telephony Modem

Procedure 5-1Troubleshooting the Power Connection

SymptomsTelephony Modem does not have power; none of the LED indicators are lit.

Action1 Make sure that all cabling is properly connected.2 Make sure that the outlet to which the power supply is plugged into is not

controlled by a switch. If an unswitched outlet is not available, make sure the wall switch is on.

3 Replace the unit.4 Call your next level of support.

—end—


Troubleshooting the Telephony Modem 5-3

Procedure 5-2Troubleshooting the Ethernet Connection

SymptomsData service through the Ethernet port is not available.

Action1 Make sure the Telephony Modem has power (the Power LED should be on).2 Make sure that the Telephony Modem has completely ranged and registered

and not in Standby mode. Press the Standby button on the front of the Telephony Modem until the DS, US, and Online LEDs are lit.

3 Ensure Ethernet cable is plugged into the Telephony Modem and the corresponding Ethernet port on the customer’s computer.

4 If the Link LED is off:• Check the Ethernet cable to ensure there are no cracks• If using a powered hub, is the hub receiving power and turned on? • Ensure the correct Ethernet cable is being used. Refer to “Making

Ethernet Connections” on page 2-14.5 Restart the customer’s computer. 6 Push the Reset button on the back panel of the Telephony Modem.

Note: The Reset button is recessed to prevent accidental resets. Use a pen tip or other sharp non-metallic object to push the button.

7 Call your next level of support.—end—



Procedure 5-3Troubleshooting USB Connection

SymptomsData service is not working or the customer’s PC does not auto-detect the Telephony Modem over USB connection.

Action1 Make sure the Telephony Modem has power (the Power LED should be on).2 Make sure that the Telephony Modem has completely ranged and registered

and not in Standby mode. Press the Standby button on the front of the Telephony Modem until the DS, US, and Online LEDs are lit.

3 Ensure USB cable is plugged into the Telephony Modem and the corresponding USB port on the customer’s computer.

4 Verify that the PC is running one of Windows 98SE, Windows 2000, Windows ME, or Windows XP (Windows 95 and Windows NT are not supported).

5 Restart the PC.6 Push the Reset button on the back panel of the Telephony Modem.

Note: The Reset button is recessed to prevent accidental resets. Use a pen tip or other sharp non-metallic object to push the button.

7 Replace the USB cable.8 For Windows 98 users only, Windows may install a “composite” USB driver

instead of the ARRIS cable modem driver. To correct this:a Disconnect the USB cable between the PC and the Telephony Modem.b Use the ARRIS Uninstall utility (“remove.exe” on the ARRIS driver CD)

to remove the improperly-installed driver.c Reboot the PC.d Reinstall the drivers as described in “Installing USB Drivers” on

page 3-2.9 Call your next level of support.

—end—


Troubleshooting the Telephony Modem 5-5

Procedure 5-4Troubleshooting Telephone Connection

SymptomsTelephone service is not available.

Action1 Make sure the Telephony Modem has power (the Power LED should be on).2 Make sure that the Telephony Modem has completely ranged and registered.

Standby functionality will not affect telephone service.3 Is the Telephone 1 LED lit? If not, the line has not been provisioned at the

headend. Contact the necessary people to provision the line4 Check that the cables from the Telephony Modem to the phone are

connected tightly and not cracked, cut or otherwise compromised. 5 Make sure all phones are hung up properly.6 On remote and powered phones check the power and battery status of the

phone(s).7 If a “fast busy” is heard, the call server is in need of attention. 8 Call your next level of support.

—end—



TouchstoneTelephony Modem Installation Guide

2002-2004 ARRISAll 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. All other trademarks and registered trademarks are the property of their respective holders.

ARSVD00770 Release 4 Standard 3.0August 2004

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