Touchstone® TM502 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 TM502 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 © 2005–2006 ARRIS International, Inc. Patents pending. All rights reserved. The information in this document is subject to change without notice.
Safety Getting Started Battery Installation Safety Requirements USB Installation ARRIS Telephony Modems comply with the applicable requirements for performance, construction, labeling, and information when used as outlined below: CAUTION 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.
Safety Getting Started Battery Installation European Compliance Installation USB Drivers 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). A copy of the Declaration of Conformity may be obtained from: ARRIS International, Inc.
Safety Getting Started Battery Installation Installation USB Drivers sent; (iv) export the Software or any of its underlying technology in contravention of U.S. and foreign export laws and regulations, or (v) if Products are included, use the Software other than in connection with the System. 3. USE The right to use the Software, or any individual feature thereof, may be restricted by a measure of usage.
Safety Getting Started Battery Installation Installation USB Drivers 9.
Safety Getting Started Battery Installation Installation USB Drivers age and sent prepaid and packaged appropriately for safe shipment. ARRIS will use commercially reasonable efforts to ship any repaired or replaced Product to You, at ARRIS’ expense, not later than thirty (30) days after ARRIS receives the defective Product. ARRIS warrants the repaired or replaced Hardware or Software for the longer of the remainder of the unexpired applicable Warranty Period or 90 days.
Safety Getting Started Battery Installation Installation USB Drivers erwise modify, this Agreement, regardless of any failure of ARRIS to object to such terms, provisions or conditions. 16.5 The laws of the State of Georgia, USA shall govern and construe this Agreement.
Safety Getting Started Battery Installation Installation USB Drivers Ethernet Configuration Getting Started Usage Troubleshooting Glossary About Your New Telephony Modem The Touchstone TM502 Telephony Modem is DOCSIS or EuroDOCSIS compliant with the following features: • • • • Speed: much faster than dialup or ISDN service Convenience: supports USB (all but TM502C) and Ethernet; both can be used simultaneously Flexibility: provides two independent lines of telephone service as well as high s
Safety Getting Started Battery Installation USB Installation Drivers Ethernet 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 Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Getting Service Before trying to use your new Telephony Modem, contact your local cable company to establish an Internet account and telephone service.
Safety Getting Started Battery Installation Installation USB Drivers Ethernet 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 Started Battery Installation USB Installation Drivers Ethernet 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 Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary What About Security? Having a high-speed, always-on connection to the Internet requires a certain amount of responsibility to other Internet users—including the need to maintain a reasonably secure system.
Safety Getting Started 2.2 Ah Battery Battery Installation Installation USB Drivers Ethernet Configuration Usage Troubleshooting Glossary Battery Installation and Replacement (TM502G/H Models Only) TM502G and TM502H Telephony Modems may optionally include one of two types of Lithium-Ion batteries: a 2.2 Amp-hour (Ah) battery or a 4.4 Ah battery. For safety and regulatory purposes, batteries are shipped outside of the Telephony Modem and must be installed.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary TM502G/H 2.2 Ah Battery Installation and Replacement This model of the Telephony Modem has 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. The 2.2Ah lithium-ion battery pack can be inserted into the Telephony Modem. Use this procedure to install and to replace the backup batteries.
Safety Getting Started Battery Installation USB Installation Drivers 3 Battery Opening Receiver Slots Ethernet Configuration Usage Troubleshooting Glossary Push the battery pack into the bay until it seats into place. The following diagram shows a Telephony Modem with a 2.2Ah battery pack installed. If you are taking the battery out of the unit, position your finger in the battery opening area and use leverage to dislodge the battery while pulling it straight back.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary TM502G/H 4.4 Ah Battery Installation and Replacement The 4.4 Ah lithium-ion battery pack can be inserted into the Telephony Modem. Use this procedure to install and to replace the backup batteries.
Getting Safety Started Battery Installation USB Installation Drivers 3 Ethernet Configuration Usage Troubleshooting Glossary Push the battery pack into the bay until it latches into place. The following diagram shows a Telephony Modem with a 4.4 Ah lithium - Ion battery pack installed. If you are taking the battery out of the Telephony Modem, use the battery pull strap to dislodge the battery. Note: The Telephony Modem will not begin operating until you apply AC Battery Pull Strap power.
Safety Getting Started Battery Installation Installation USB Drivers Ethernet Configuration Usage Troubleshooting Installing and Connecting Your Telephony Modem Glossary Before you start, make sure that: • • • You have contacted your cable company and verified that they provide data and telephone service using standard DOCSIS technology. You have all the Items You Need. Cable, phone, and power outlets are available near the computer.
Getting Safety Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Front Panel TM502A/B/C TM502A/B/C DE F G The front of the Telephony Modem has the following indicators: A Telephone 2: indicates the status of line 2 B Telephone 1: indicates the status of line 1 C Link: indicates Ethernet (all models) or USB (A/B models only) connectivity between the Telephony Modem and computer D On-Line: indicates internet data transmission statu
Getting Safety Battery Started Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Rear Panel The rear of the Telephony Modem has the following connectors and controls: TM502A/B TM502A/B Rear Panel C D E A Tel 1: connector for the first phone line B Tel 2: connector for the second phone line C USB connector: for use with a computer USB port D Ethernet connector: for use with a computer or home network LAN port F A B TM502C C G E Reset
Getting Safety Started Battery Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary TM502G/H Rear Panel TM502G/H C USB Installation A D E Tel 1/2 (TM502G only): connector for the first phone line (or both lines of a 2-line phone) Tel 1 (TM502H only): connector for the first phone line B Tel 2: connector for the second phone line C USB connector: for use with a computer USB connection D Ethernet connector: for use with a computer or home network LAN connection A B
Safety Getting Started Battery Installation USB Installation Drivers Ethernet 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 Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Instructions Wall-mounting instructions Step 1 Step 3 Step 2 Step 4 1 Position the mounting template on the surface where you intend to mount the Telephony Modem and secure in place with transparent tape. 2 Drill holes through the template in the specified locations for the mounting screws. After drilling holes, remove the template from the surface.
Safety Getting Battery Started TM502A/B/C Installation C Drivers Ethernet Configuration Usage Troubleshooting Glossary Connecting the Telephony Modem C D 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 Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Making USB Connections 5 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 computer should detect the Telephony Modem and begin installing the drivers. See Installing USB Drivers on Your PC for driver installation details.
Safety Getting Started Battery Installation Installation USB Drivers Ethernet Configuration Usage Troubleshooting Installing USB Drivers on Your PC Glossary When you plug the Telephony Modem into the PC’s USB port, Windows automatically detects the hardware and begins installing the USB drivers. This procedure does not explain how to provision the Telephony Modem or otherwise initiate actual service. Note: The TM502C does not have a USB port.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Installing USB Drivers on Windows 98SE Follow these steps to install USB drivers on Windows 98 Second Edition. Note: 1 2 3 Always perform these steps in the order shown to minimize possible problems. For example, if you plug in the USB cable before inserting the CD, Windows may install the wrong driver. Make sure the Telephony Modem is on (the Power light should be on).
Safety Home Getting Started Prev Next Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 5 Wait for the system to start the Add New Hardware Wizard and display the following window (there may be a short delay): 6 Select “Search for the best driver” and click the Next button.
Safety Getting Started Battery Installation USB Installation Drivers 7 Ethernet Configuration 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 Started Battery Installation USB Installation Drivers 8 9 Ethernet Configuration Usage Troubleshooting Glossary If you see the following window, insert your Windows 98 CD when prompted and click OK. Note: After inserting the CD, Windows 98 may revert to searching for networking DLL files on the C: drive, then prompt you for the location of those files.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Installing USB Drivers on Windows 2000 Follow these steps to install USB drivers on Windows 2000. 1 2 3 Make sure the Telephony Modem is on (the Power light should be on). If not, connect the AC adapter as described in Connecting the Telephony Modem. Insert the CD that came with the Telephony Modem package into the CDROM drive.
Safety Getting Started Battery Installation USB Installation Drivers 5 Ethernet Configuration 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 Started Battery Installation USB Installation Drivers 6 Ethernet Configuration Usage Troubleshooting Glossary Select “Search for a suitable driver for my device”, unless you want to use the second option to choose a specific driver, then click the Next button. The wizard displays a list of search options.
Safety Getting Started Battery Installation USB Installation Drivers 7 Ethernet Configuration 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 Home Getting Started Prev Next Battery Installation USB Installation Drivers Ethernet Configuration 8 Click the Next button. 9 Click the Finish button. Usage Troubleshooting Glossary The wizard installs the drivers, then displays a window indicating that the installation is complete.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Installing USB Drivers on Windows XP Follow these steps to install USB drivers on Windows XP. 1 2 3 Make sure the Telephony Modem is on (the Power light should be on). If not, connect the AC adapter as described in Connecting the Telephony Modem. Insert the CD that came with the Telephony Modem package into the CDROM drive.
Safety Home Getting Started Prev Next Battery Installation USB Installation Drivers Ethernet Configuration 4 Click the Next button. 5 Click the Finish button. Usage Troubleshooting Glossary The wizard begins searching for and installing the drivers, then displays a window indicating that the installation is complete.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Installing USB Drivers on Windows ME Follow these steps to install USB drivers on Windows Millennium Edition. 1 2 3 Make sure the Telephony Modem is on (the Power light should be on). If not, connect the AC adapter as described in Connecting the Telephony Modem. Insert the CD that came with the Telephony Modem package into the CDROM drive.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Removing USB Drivers If you connect the Telephony Modem USB to your computer before inserting the ARRIS driver installation CD, Windows may install a “composite” USB driver that does not properly support the Telephony Modem. To correct this problem, you must first remove the composite driver using the Remove utility on the ARRIS driver installation CD.
Safety Home Getting Started Prev Next Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 4 Click the OK button. 5 Leave the CD in the drive, reconnect the Telephony Modem, and install the USB driver as appropriate for your operating system.
Safety Getting Started Battery Installation Installation USB Drivers Ethernet Configuration Usage Troubleshooting Glossary Configuring Your Ethernet Connection If your computer is equipped with a LAN card providing an Ethernet connection, you may have to configure your computer’s TCP/IP settings. The steps that follow will guide you through setting your computer’s TCP/IP settings to work with the Telephony Modem.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet 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: Home Prev Next Dialog boxes shown on your computer may differ slightly from those shown in this procedure. 1 From the computer, select Start > Settings > Control Panel. 2 Double click on the Network icon in the Control Panel.
Safety Home Getting Started Prev Next Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 4 Highlight TCP/IP by clicking on it one time, then click on Properties. 5 Click the IP Address tab, click Obtain an IP address automatically, then click OK.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 6 Click OK to accept the new settings, and OK again to close the Configuration window. 7 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet 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. 1 From the computer, select Start > Settings > Network and Dial-up Connections > Local Area Connection.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 3 Click Obtain an IP address automatically and Obtain DNS server address automatically, then click OK. 4 Click OK to accept the new settings, and OK again to close the Configuration window. 5 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows ME Follow these steps to configure the TCP/IP settings on a Windows ME operating system. Note: Home Prev Next Dialog boxes shown on your computer may differ slightly from those shown in this procedure. 1 From the computer, select Start > Settings > Control Panel. 2 Double click on the Network icon in the Control Panel.
Safety Home Getting Started Prev Next Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 4 Highlight TCP/IP by clicking on it one time, then click on Properties. 5 Click the IP Address tab, then click OK.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 6 Click OK to accept the new settings, and OK again to close the Configuration window. 7 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary TCP/IP Configuration for Windows XP Follow these steps to configure the TCP/IP settings on a Windows XP operating system. Note: Home Prev Next Dialog boxes shown on your computer may differ slightly from those shown in this procedure. 1 From the computer, select Start > Settings > Control Panel and double click on the Network Connections icon in the Control Panel.
Safety Home Getting Started Prev Next Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 3 Highlight TCP/IP by clicking on it one time, then click on Properties. 4 Click the IP Address tab, click Obtain an IP address automatically, then click OK.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary 5 Click OK to accept the new settings, and OK again to close the Configuration window. 6 You may have to restart your computer in order for your computer to obtain a new IP address from the network.
Safety Getting Started Battery Installation Installation USB Drivers Ethernet Configuration Usage Troubleshooting Using the Telephony Modem Glossary This chapter describes the controls and features available on the Touchstone Telephony Modem, and covers basic troubleshooting procedures.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Indicator Lights for the TM502A/B/C Models The Touchstone Telephony Modem has seven LEDs to assist in troubleshooting. Wiring Problems If the Telephony Modem begins flashing all its lights for more than 10 seconds, this indicates a problem with the telephone wiring — the red and green wires may be shorted (touching), or there may be undesired voltage on the lines.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Indicator Lights for the TM502G/H Models The Touchstone Telephony Modem has eight indicator lights to assist in troubleshooting. Note that not all models have a Battery light.
Safety Getting Started Battery Installation Installation USB Ethernet Drivers Configuration Usage Troubleshooting Glossary Indicator Lights: 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.
Getting Safety Started Battery Installation Installation USB Drivers Ethernet Configuration Usage Troubleshooting Glossary Using the Reset Button TM502A/B/C 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. Use a pointed non-metallic object to press this button.
Safety Getting Started Battery Installation Installation USB Drivers Ethernet Configuration Troubleshooting Usage Troubleshooting Glossary Problems and Solutions The Telephony modem is plugged in, but the Power light is off. Check all power connections. Is the power cord plugged in firmly at both ends? If you plugged the power cord into a power strip, make sure the strip is switched on. Avoid using an outlet controlled by a wall switch, if possible.
Safety Getting Started Battery Installation Installation USB Drivers Ethernet Configuration Usage Troubleshooting Glossary I’m not getting on the Internet. (Ethernet) If you are using a hub, is the hub turned on? Are you using the right type of Ethernet cable? Use the supplied cable for direct connection to a computer; use a cross-over cable for connection to a hub or home router. Press the Reset button on the back of the Telephony Modem. I’m not getting on the Internet.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary I have two computers 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 Started Battery Installation USB Installation Drivers • Home Prev Next Ethernet 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.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Troubleshooting USB Problems Follow these steps if the computer 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. You have installed the USB drivers as shown in Installing USB Drivers on Your PC.
Safety Getting Started Battery Installation Installation USB Drivers Glossary Ethernet Configuration Usage Troubleshooting Glossary The following is a list of common cable and networking terms. 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. Amp-hour (Ah) A measure of battery capacity. For example, a 1.0Ah battery can nominally supply one Ampere of current for one hour.
Safety Getting Started Battery Installation USB Installation Drivers Ethernet Configuration Usage Troubleshooting Glossary Downstream In an HFC network, the direction from the head-end to the subscriber. Some older cable documentation may refer to this as the forward path. DOCSIS Data Over Cable System Interface Specification. The interoperability standards used for data communications equipment on an HFC network. EMTA Embedded Multimedia Terminal Adapter.
Safety Getting Started Battery Installation USB Installation Drivers Hub Ethernet 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 Started Battery Installation USB Installation Drivers RF RJ-11 RJ-45 Ethernet Configuration Usage Troubleshooting Glossary Abbreviation for Radio Frequency. Some literature refers to coax as “RF cable” and the connectors as “RF connectors.” A standard 4-pin modular connector, commonly used in North America for connecting telephones. 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 Started Battery Installation USB Installation Drivers WHQL Home Prev Next Ethernet Configuration Usage Troubleshooting Glossary Windows Hardware Qualification Labs. A division of Microsoft that certifies hardware as being compatible with Windows operating systems.
Touchstone TM502 Telephony Modem User’s Guide © 2005–2006 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, Touchstone, and the ARRIS logo are trademarks or registered trademarks of ARRIS International, Inc.
