Arris Touchstone TM502 Ser's Manual
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Arris Touchstone TM502 Ser's Manual

Arris Touchstone TM502 Ser's Manual

Telephony modem
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See also: Installation Instructions & Owner's Manual , User Manual
®
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 ser-
vice. Some models even provide a Lithium-Ion battery backup to provide continued
telephone service during power outages.
The Touchstone Telephony Modem provides an Ethernet connection for use with ei-
ther a single computer or home/office Local Area Network (LAN). Some Telephony
Modems also provide a USB connection. You can connect two separate computers
at the same time using both of these connections. In addition, the Touchstone Te-
lephony Modem provides for up to two separate lines of telephone service.
Installation is simple and your cable company will provide assistance to you for any
special requirements. The links below provide more detailed instructions.
Safety Requirements
Getting Started
Battery Installation and Replacement (TM502G/H Models Only)
Installing and Connecting Your Telephony Modem
Installing USB Drivers on Your PC
Configuring Your Ethernet Connection
Using the Telephony Modem
Troubleshooting
Glossary

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  • Page 1 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 ser- vice.
  • Page 2 Users must take full responsi- bility for their applications of any products specified in this document. The information in this document is proprietary to ARRIS.

  • Page 3: Safety Requirements

    TV coax cable and other grounding systems. Refer to the individual country’s Na- tional Electric Code for further details. ARRIS Telephony Modems comply with the applicable requirements for performance, construction, labeling, and information when used as •...

  • Page 4: European Compliance

    Products or used in conjunction with the Products, A copy of the Declaration of Conformity may be obtained from: ARRIS ("Software"). The Product, without the Software, is referred to in this International, Inc., 3871 Lakefield Drive, Suite 300, Suwanee, GA...
  • Page 5 6. TERM & TERMINATION awarded or agreed-upon, as applicable, as the result of the Claim, pro- vided (i) You promptly notify ARRIS of the Claim (ii) You give ARRIS all This Agreement takes effect upon Your acceptance of the terms hereof...
  • Page 6 Products at its depreciated value based on a three-year amortization der normal use and service, for twelve (12) months from the ship date rate. If ARRIS provides any one of the options set forth in clauses (i) (the "Hardware Warranty Period") of the Hardware, it will be free from through (iii) above, ARRIS’...
  • Page 7 ARRIS; or replaced Product to You, at ARRIS’ expense, not later than thirty (30) d. You do not notify ARRIS in writing of the error or defect within the days after ARRIS receives the defective Product. ARRIS warrants the...
  • Page 8 Usage Troubleshooting Glossary erwise modify, this Agreement, regardless of any failure of ARRIS to required to minimize grounding connector length and thereby limit the object to such terms, provisions or conditions. potential voltage differences between the cable TV coaxial cable and other grounding system.

  • Page 9: Getting Started

    Usage Troubleshooting Glossary Getting Started 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 •...

  • Page 10: Items You Need

    Information packet: your cable company should furnish you with a packet containing information about your service and how to set it up. Read this information carefully and contact your cable company if you have any ques- tions. Phone Cable Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 11: Getting Service

    Do I need a user ID or password to access the Internet or my e-mail? • Will my phone number(s) change? • What new calling features will I have and how do I use them? Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 12: System Requirements

    To determine which model you have purchased, refer to the image at the left. The model number is on the label affixed to the Telephony Modem. FOR HOME OR OFFICE USE Model Number Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 13: Ethernet Or Usb

    Ethernet port, you will need a hub or broad- band router (available at computer retailers). For more information about connecting two or more computers, contact your cable USB Cable service provider. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 14: What About Security

    (for the same reasons that you should run only secured proxies). Consult the documentation and tech- nical support of the wireless equipment provider for help. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 15 TM502G/H 2.2 Ah Battery Installation and Replacement • TM502G/H 4.4 Ah Battery Installation and Replacement 4.4 Ah Battery The 4.4 Ah battery is longer and has a strap between the guides. Note: Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 16 Batteries will not insert completely into the Telephony Modem if not Note: oriented correctly. The battery should slide into the bay without significant force. Line up the slots in the battery bay with the guides on the battery. Battery Guide Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 17 Some Telephony Modem models use a Lithium-Ion battery pack. The Note: battery does contain precious material, there may be some benefit in recy- cling. Please dispose of the battery responsibly and in accordance with local ordinances. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 18 Line up the slots in the battery bay with the guides on the battery and apply even pressure on both ends of the battery. WRONG WRONG RIGHT Receiver Slots Hinge Tabs Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 19 Some Telephony Modem models use a Lithium-Ion battery pack. The Note: battery does contain precious material, there may be some benefit in recy- cling. Please dispose of the battery responsibly and in accordance with local ordinances. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 20: Installing And Connecting Your Telephony Modem

    Risk of equipment damage Only qualified installation technicians should connect the Telephony Modem to house wiring. Incumbent telephone service must be physi- cally disconnected at the outside interface box before making any connections. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 21 D Link: indicates Ethernet or USB connectivity between the Telephony Modem and computer On-Line: indicates internet data transmission status US: indicates upstream connectivity G DS: indicates downstream connectivity H Power: indicates whether AC power is available to the unit Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 22: Rear Panel

    D Reset button: resets the Telephony Modem as if you power cycled the unit. Use a pointed non-metallic object to press this button. Cable: connector for the coax cable Power: connector for the power cord Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 23 Reset button: resets the Telephony Modem as if you power cycled the unit. Use a pointed non-metallic object to press this button. Cable: connector for the coax cable G Power: connector for the power cord Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 24: Mounting The Telephony Modem

    Telephony Modem from pulling out of the wall in the fu- ture. To prevent overheating of the Telephony Modem, do not block the ven- tilation holes on the sides of the unit. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 25 • air flows freely around it • the back faces the nearest wall • it will not fall to the floor if bumped or moved Proceed to Connecting the Telephony Modem. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 26: Connecting The Telephony Modem

    Modem labeled “Ethernet 10/100,” (D) and the other end to the Ethernet port on a computer, hub, or broadband router. Note: If you are connecting to a computer, use the Ethernet cable included in the Telephony Modem package. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 27 Note: If you have a TM502G Telephony Modem and a phone with two sep- arate lines on a single RJ-14 cord, it must be plugged into the port labeled “Tel 1/2”. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 28: Installation Instructions

    Select the link for your operating system to see the installation instructions. • Installing USB Drivers on Windows 98SE • Installing USB Drivers on Windows 2000 • Installing USB Drivers on Windows XP • Installing USB Drivers on Windows ME Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 29 Plug the appropriate end of the USB cable into the Telephony Modem and the other end into the computer’s USB port. The following windows appear in order, indicating that the PC has detected a new USB device: Click Next. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 30 Wait for the system to start the Add New Hardware Wizard and display the following window (there may be a short delay): Select “Search for the best driver” and click the Next button. The wizard displays a list of search options: Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 31 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 cable company for help. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 32 The wizard installs the drivers, then displays a window indicating that the installation is complete. 10 Remove your Windows 98 CD if you had to insert it. 11 Restart your computer when prompted. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 33 The following window appears, indicating that the PC has detected a new USB device: Wait for the system to start the installation wizard and display the following window (there may be a short delay): Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 34 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. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 35 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. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 36 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 cable company for help. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 37 Started Installation Installation Drivers Configuration Usage Troubleshooting Glossary Click the Next button. The wizard installs the drivers, then displays a window indicating that the installation is complete. Click the Finish button. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 38 Plug the appropriate end of the USB cable into the Telephony Modem and the other end into the computer’s USB port. The following window appears, indicating that the PC has detected a new USB device: Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 39 Configuration Usage Troubleshooting Glossary Click the Next button. The wizard begins searching for and installing the drivers, then displays a window indicating that the installation is complete. Click the Finish button. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 40 The following window appears, indicating that the PC is installing drivers for a new USB device: When the window disappears, installation is complete. Contact your cable company if you see an error message of any kind. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 41 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 in- stallation CD. Follow these steps to use the Remove utility: Insert the ARRIS driver installation CD.
  • Page 42 Click the OK button. The Remove utility displays the following message: Leave the CD in the drive, reconnect the Telephony Modem, and install the USB driver as appropriate for your operating system. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 43: Configuring Your Ethernet Connection

    Follow the links below for instructions to configure your ethernet connection on your operating system. • TCP/IP Configuration for Windows 98SE • TCP/IP Configuration for Windows 2000 • TCP/IP Configuration for Windows ME • TCP/IP Configuration for Windows XP Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 44: Tcp/Ip Configuration For Windows 98Se

    From the computer, select Start > Settings > Control Panel. Double click on the Network icon in the Control Panel. Click the Configuration tab in the Network window to display the list of Network Adapters. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 45 Drivers Configuration Usage Troubleshooting Glossary Highlight TCP/IP by clicking on it one time, then click on Properties. Click the IP Address tab, click Obtain an IP address automatically, then click OK. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 46 Click OK to accept the new settings, and OK again to close the Configura- tion window. You may have to restart your computer in order for your computer to obtain a new IP address from the network. —end— Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 47: Tcp/Ip Configuration For Windows 2000

    Note: If your computer has more than one Ethernet card, you may have to select the appropriate Ethernet card in the Connect using: area of the Lo- cal Area Connection Properties window. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 48 Click OK to accept the new settings, and OK again to close the Configura- tion window. You may have to restart your computer in order for your computer to obtain a new IP address from the network. —end— Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 49: Tcp/Ip Configuration For Windows Me

    From the computer, select Start > Settings > Control Panel. Double click on the Network icon in the Control Panel. Click the Configuration tab in the Network window to display the list of Network Adapters. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 50 Battery Ethernet Safety Started Installation Installation Drivers Configuration Usage Troubleshooting Glossary Highlight TCP/IP by clicking on it one time, then click on Properties. Click the IP Address tab, then click OK. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 51 Click OK to accept the new settings, and OK again to close the Configura- tion window. You may have to restart your computer in order for your computer to obtain a new IP address from the network. —end— Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 52: Tcp/Ip Configuration For Windows Xp

    From the computer, select Start > Settings > Control Panel and double click on the Network Connections icon in the Control Panel. Click the Configuration tab in the Network window to display the list of Network Adapters. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 53 Drivers Configuration Usage Troubleshooting Glossary Highlight TCP/IP by clicking on it one time, then click on Properties. Click the IP Address tab, click Obtain an IP address automatically, then click OK. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 54 Click OK to accept the new settings, and OK again to close the Configura- tion window. You may have to restart your computer in order for your computer to obtain a new IP address from the network. —end— Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 55: Using The Telephony Modem

    Setting up Your Computer to Use the Telephony Modem Follow the instructions in the information packet supplied by your cable company. Contact your cable company if you need help setting up your computer. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 56 Flash Off = connected Internet connected connected to the to the available Flash Off = disabled Internet Internet Computer Activity No AC Power Firmware (normal (normal Flash Flash Upgrade operation) operation) Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 57 No AC power Power Flash Flash Battery Off-hook Flash Installed Battery Off = disabled bad or low No AC Power Battery Firmware (normal (normal (normal Flash Flash Upgrade operation) operation) operation) Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 58: Indicator Lights: Startup Sequence

    * = Battery LEDs only apply to those models with battery backup Cable Modem Start Up Sequence Online Link Description Flash Downstream search Flash Downstream found; upstream search Downstream and Upstream found; Flash retrieving setup information from cable operator Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 59: Using The Reset Button

    Use a pointed non-metallic object to press this button. The photo to the left shows the location of the Reset button. The Reset button is recessed to prevent accidental resets. Reset Button TM502G/H Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...

  • Page 60: Troubleshooting

    Telephony Modem and CATV outlet, remove the splitters and connect the Telephony Modem directly to the outlet. Proceed to the Ethernet or USB solutions (next page) if necessary. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 61 I’m not getting on the Internet. (USB, Windows 98) In some cases, Windows may install a “composite” USB driver instead of the ARRIS Telephony modem driver. To correct this: • Disconnect the USB cable between the computer and the Telephony Modem.
  • Page 62 If a known good phone is used and you still don’t have dial tone, try a different phone cable. If a new phone and cable do not restore dial tone, call your service provider. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 63 Contact your MSO or a qualified wiring technician to correct the house wiring. If you still do not have dial tone, contact your service provider. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 64 Start the Remove utility on your CD-ROM. Follow the on-screen instruc- tions carefully. d. Reconnect the USB cable. e. Re-install the USB driver as shown in Installing USB Drivers on Your Replace the USB cable. Call your cable company for help. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 65 DHCP allows the cable company to con- figure your computer’s networking software for you. Domain Name Service (Server). An IP service that associates a domain name (such as www.example.com) with an IP address. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 66 The “central office” in an HFC network. The headend houses both video and data equipment. In larger cable networks, a “master” headend often feeds several “remote” headends to provide distributed services. HTTP HyperText Transfer Protocol. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 67 Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 68 (Universal Serial Bus) An interface used for connecting a variety of acces- sories, such as keyboards, mice, printers, and communications devices (such as cable modems) to a single computer. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 69 Getting Battery Ethernet Safety Started Installation Installation Drivers Configuration Usage Troubleshooting Glossary WHQL Windows Hardware Qualification Labs. A division of Microsoft that certifies hardware as being compatible with Windows operating systems. Home Prev Next Touchstone TM502 Telephony Modem User’s Guide...
  • Page 70 © 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.

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