Procedure; Troubleshooting Usb Connection - Arris Touchstone TM402 Installation Manual

5-4 Troubleshooting the Telephony Modem

Procedure 5-3

Troubleshooting USB Connection

Symptoms
Data service is not working or the customer's PC does not auto-detect the
Telephony Modem over USB connection.
Action
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Touchstone ARSVD00770 Release 4 Standard 3.0 Aug 2004
Make sure the Telephony Modem has power (the Power LED should be on).
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.
Ensure USB cable is plugged into the Telephony Modem and the
corresponding USB port on the customer's computer.
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).
Restart the PC.
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.
Replace the USB cable.
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.
Call your next level of support.
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