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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
1

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  • Page 1

    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.
    The Touchstone Telephony Modem provides an Ethernet connection for use with either 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 Telephony 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



  • Page 2

    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. The statements, configurations, technical data, and recommendations in
    this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to ARRIS.
    ARRIS, Touchstone, and the ARRIS logo are trademarks or registered trademarks of ARRIS International, Inc. All other trademarks and registered trademarks are the property of their respective holders.
    Release 5

    Standard 3.0

    August 2006
    Touchstone TM502 Telephony Modem User’s Guide

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    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. Cancellation of telephone service is
    not adequate. Failure to do so may result in loss of
    service and/or permanent damage to the Telephony
    Modem.









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    tential voltage differences between the cable TV coax cable and
    other grounding systems. Refer to the individual country’s National Electric Code for further details.

    In areas of high surge events or poor grounding situations and
    areas prone to lightning strikes, additional surge protection
    may be required (i.e. PF11VNT3 from American Power Conversion) on the AC, RF, Ethernet and Phone lines.
    When the Telephony Modem is connected to a local computer
    through USB or Ethernet cables, the computer must be properly grounded to the building/residence AC ground network. All
    plug-in cards within the computer must be properly installed
    and grounded to the computer frame per the manufacturer’s
    specifications.

    The Telephony Modem is designed to be connected directly to
    a telephone.

    Connecting the Telephony Modem to the home's existing telephone wiring should only be performed by a professional installer.
    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. The coax drop cable’s shield must be
    grounded at the building/residence either close to the point of
    entrance or at the point of attachment. It should be grounded
    as close as practical to the building/residence AC ground to
    minimize grounding connector length and thereby limit the poPrev Next

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    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., 3871 Lakefield Drive, Suite 300, Suwanee, GA
    30024.
    As indicated by this symbol, disposal of this product or battery is governed by Directive 2002/96/
    EC of the European Parliament and of the Council
    on waste electrical and electronic equipment
    (WEEE). WEEE could potentially prove harmful to
    the environment; as such, upon disposal of the Telephony Modem the Directive requires that this
    product must not be disposed as unsorted municipal waste, but rather collected separately and disposed of in accordance with local WEEE
    ordinances.
    This product complies with directive 2002/95/EC of the
    European Parliament and of the Council of 27 January
    2003 on the restriction of the use of certain hazardous
    substances (RoHS) in electrical and electronic equipment.

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    End User License Agreement and Limited
    Warranty

    This Standard License Agreement and Limited Warranty ("Agreement") applies to all ARRIS manufactured or otherwise ARRIS provided products ("Products") and the corresponding current and
    subsequently provided versions of software or firmware, if any, whether embedded in the Products or used in conjunction with the Products,
    ("Software"). The Product, without the Software, is referred to in this
    Agreement as the ("Hardware"). The Software and Hardware are ARRIS Products and may be referred to in this Agreement as the ("System").
    If you ("You" or "Purchaser") and ARRIS International, Inc. ("ARRIS")
    have entered into a separate written agreement, then, inconsistent
    terms between this Agreement and the separate agreement shall be
    governed by such separate agreement.
    If You do not agree to be bound by this Agreement, please return the
    Products to the Party from whom You acquired the Products. Use of the
    Products shall constitute acceptance of the terms hereof.
    1. LICENSE TERMS
    Subject to the terms herein, ARRIS grants You a royalty-free, non-exclusive, non-transferable, non-sublicensable license to use the Software with the Products, in binary object code form only. You may use
    third party software products or modules supplied by ARRIS solely with
    the System, unless the licensing terms of the third party software
    specify otherwise. You may not disclose the results of Software performance benchmarks to any third party without ARRIS’ prior written
    consent. All rights not specifically granted to You herein are retained
    by ARRIS.
    2. RESTRICTIONS
    You and/or any third party agree not to (i) make any copies of the Software, (ii) modify, decompile, disassemble, separate, reverse engineer
    or otherwise attempt to derive any source code from the Software; (iii)
    transfer the Software to any third party without ARRIS’ written con-

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    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. An expansion beyond a commercially reasonable usage level may require payment of an additional fee
    to ARRIS.
    4. SOFTWARE DEVELOPED AT PRIVATE EXPENSE
    The Software provided under this Agreement is commercial computer
    software developed exclusively at private expense, and in all respects
    are proprietary data belonging solely to ARRIS and/or it licensors.
    5. LIMITATIONS ON LIABILITY
    NEITHER ARRIS NOR ITS LICENSORS SHALL BE LIABLE FOR INDIRECT, INCIDENTAL, PUNITIVE, CONSEQUENTIAL, EXEMPLARY, OR
    SPECIAL DAMAGES UNDER ANY THEORY OF LIABILITY, WHETHER ALLEGED AS A BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE AND REGARDLESS OF
    WHETHER YOU, ANY OTHER SOFTWARE USER, OR ANY THIRD PARTY
    SUFFERED SUCH DAMAGES, EVEN IF ARRIS AND/OR ITS LICENSORS
    HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO
    EVENT WILL ARRIS’ TOTAL LIABILITY TO YOU OR ANY THIRD PARTY
    ARISING OUT OF OR PURSUANT TO THIS AGREEMENT EXCEED THE
    AMOUNT PAID BY PURCHASER TO ARRIS FOR THE SOFTWARE AND/
    OR SYSTEM.
    6. TERM & TERMINATION
    This Agreement takes effect upon Your acceptance of the terms hereof
    or Your first use of the Software and will remain in force until terminated in accordance hereunder. ARRIS may terminate this Agreement
    upon fifteen (15) days prior written notice upon Your material breach
    of this Agreement if such breach is not cured within such fifteen (15)
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    day period. Notwithstanding the foregoing, this Agreement shall terminate immediately upon Your breach of any of the provisions of Section 2 above.
    7. OWNERSHIP
    Title, ownership rights, and all intellectual property rights in and to the
    Software and/or System and any accompanying materials or documentation, and any copy of the foregoing, shall remain the sole and
    exclusive property of ARRIS and/or its licensors. You agree to abide by
    copyright laws and all other applicable laws, and acknowledge that the
    Software contains valuable confidential information and trade secrets
    of ARRIS and/or its licensors.
    8. YOUR INDEMNIFICATION TO ARRIS
    You agree to defend, indemnify and hold ARRIS harmless from and
    against any costs, losses, liabilities and expenses (including attorney’s
    fees) arising out of or relating to third party claims arising out of or
    related to Your use of the Software and/or System in contravention to
    the terms of this Agreement, including without limitation, any and all
    claims, actions, suits, or proceedings alleging fraud, breach of security,
    non-compliance with laws, breach of contract or negligence.
    9. PATENT INDEMNIFICATION
    9.1 ARRIS will indemnify, defend and hold You harmless against damages, liabilities and costs, excluding consequential and exemplary
    damages finally awarded against You and will, at ARRIS’ expense, defend any claim, suit or proceeding ("Claim") brought against You insofar as such Claim is based on an allegation that the Products as
    provided to You directly infringe a United States patent or copyright.
    ARRIS will pay those costs and damages, including settlement costs
    awarded or agreed-upon, as applicable, as the result of the Claim, provided (i) You promptly notify ARRIS of the Claim (ii) You give ARRIS all
    applicable evidence in Your possession, custody or control, (iii) You
    give ARRIS reasonable assistance in and sole control of the defense
    and all negotiations for its settlement or compromise, and (iv) You
    have paid all fees due to ARRIS under this Agreement and continue to
    pay all such fees as such become due.

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    9.2 In the event of an infringement allegation for which ARRIS is obligated to indemnify You, ARRIS may at its discretion: (i) obtain a license that allows You to continue to use the accused Products, (ii)
    replace or modify the accused Products with changes that reasonably
    meet the ARRIS specification, so as to be non-infringing, or (iii) if (i)
    and (ii) are not commercially reasonable, repurchase ARRIS’ provided
    Products at its depreciated value based on a three-year amortization
    rate. If ARRIS provides any one of the options set forth in clauses (i)
    through (iii) above, ARRIS’ indemnity obligation under this Agreement
    shall be entirely fulfilled. ARRIS liability for patent infringement indemnification in this section shall not exceed the amount You paid for the
    Products finally found to infringe a valid US patent.
    10. LIMITED WARRANTY
    IF YOU ACQUIRED THE PRODUCTS FROM ANYONE OTHER THAN ARRIS
    YOU DO NOT RECEIVE ANY OF THE WARRANTIES DIRECTLY FROM ARRIS. YOUR EXCLUSIVE WARRANTY, IF ANY, COMES FROM THE PARTY
    FROM WHOM YOU ACQUIRED THE PRODUCTS: IN WHICH CASE THE
    REMAINDER OF THIS DOCUMENT, EXCEPT FOR THE ARRIS TOUCHSTONE PRODUCTS SAFETY INFORMATION, DOES NOT APPLY TO YOU.
    11. SOFTWARE WARRANTY
    ARRIS warrants to the original purchaser that for ninety (90) days
    from the ship date of the original ARRIS branded Software (the "Software Warranty Period"), the Software will perform in substantial conformance with the technical specifications for such Software set forth
    in the Documentation. Your sole and exclusive remedy, and ARRIS"
    sole and exclusive liability under this Section 11 (Software Warranty)
    shall be, at ARRIS" option: (i) to use commercially reasonable efforts
    to correct any reproducible errors that You identify in writing during
    the Software Warranty Period which renders the Software non-conforming, (ii) to replace the Software with functionally equivalent software or (iii) to accept Your return of the Software, if applicable. ARRIS
    does not warrant that the Software will work in combination with any
    hardware or application software products provided by third parties
    not supplied or approved by ARRIS, that the operation of the Software
    will be uninterrupted or error free, or that all defects in the Software
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    can be corrected. ARRIS shall not have any obligation or liability with
    respect to this Section 11 for any errors or any defects in the Software
    upon expiration of the Software Warranty Period.
    12. HARDWARE WARRANTY
    12.1 ARRIS warrants to the original Purchaser of the hardware that under normal use and service, for twelve (12) months from the ship date
    (the "Hardware Warranty Period") of the Hardware, it will be free from
    defects in material and workmanship. Your sole and exclusive remedy
    and ARRIS’ sole and exclusive liability under this Section 12 shall be,
    at ARRIS’ option: (i) to use commercially reasonable efforts to correct
    any reproducible Hardware errors that You identify in writing during
    the Hardware Warranty Period which renders the Hardware non-conforming, (ii) to replace the Hardware or (iii) accept return of the Hardware from Purchaser. ARRIS shall not be responsible for any of Your or
    third party software, firmware, information or memory data contained
    in, stored on, or integrated with any Hardware Products returned to
    ARRIS pursuant to any Warranty provided under this Agreement.
    12.2 ARRIS does not warrant (1) physical damage to the surface of the
    products, including cracks or scratches on the casing; (2) damage
    caused by misuse, neglect, improper installation or testing, unauthorized attempts to open, repair or modify the products, or any other
    cause beyond the range of the intended use; (3) damage caused by
    accident, fire, power changes, other hazards, or acts of God.
    12.3 Battery Pack. If Your product has a battery pack, ARRIS warrants
    that the battery pack will be free from defects in workmanship and materials, under normal use, for twelve (12) months from its ship date.
    This warranty is void if the ARRIS battery pack is used in any other
    vendors equipment.
    13. WARRANTY CLAIMS
    To make a return under the Warranty above, You must contact the ARRIS Repair Services center within the applicable warranty period, in
    writing, by sending an email to support@arrisi.com to obtain an ARRIS
    Return Material Authorization number (RMA). The authorized RMA
    number You receive from ARRIS must be marked on the outside pack-

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    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. Notwithstanding the above, if any return is due to errors or defects for
    which ARRIS is not responsible or not otherwise covered by the Warranty, You shall be liable for and reimburse ARRIS for shipping and related expenses.
    14. DISCLAIMER OF WARRANTY
    EXCEPT AS AGREED TO IN A SEPARATE WRITING BETWEEN THE PARTIES, THESE WARRANTIES ARE IN LIEU OF ALL OTHER WARRANTIES
    WITH RESPECT TO THE SOFTWARE AND/OR SYSTEM DELIVERED TO
    YOU HEREUNDER, WHETHER STATUTORY, BY OPERATION OF LAW, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED
    WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, TITLE AND ANY WARRANTIES ARISING
    OUT OF USAGE OR TRADE. THIS WARRANTY IS APPLICABLE SOLELY
    TO YOU AND NOT TO ANY SUCCESSOR IN INTEREST OR ANY OTHER
    THIRD PARTY. NO WAIVER, ALTERATION, OR MODIFICATION OF THIS
    WARRANTY SHALL BE BINDING AGAINST ARRIS UNLESS IN WRITING
    AS A SEPARATE AMENDMENT HERETO AND SIGNED BY AN ARRIS AUTHORIZED EXECUTIVE.
    15. WARRANTY LIMITATIONS
    ARRIS shall be relieved of all obligations and liability under the Warranty provisions set forth herein, if:
    a. The Hardware or Software is operated with, or the error or defect is
    due to, any accessory, equipment, software or part not approved or
    sold by ARRIS; or
    b. The Hardware or Software was not installed, operated and maintained in accordance with ARRIS’ instructions and Documentation; or

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    c. The Hardware or Software has been repaired, altered or modified by
    someone other than ARRIS; or
    d. You do not notify ARRIS in writing of the error or defect within the
    applicable Warranty Period with sufficient information for ARRIS to
    identify and reproduce such error or defect, or fail to return the defective Hardware or Software according to the terms of this Agreement;
    or
    e. ARRIS demonstrates that the alleged error or defect in the Software
    or Hardware does not exist or was caused by Your or any third party’s
    misuse, neglect, improper installation or testing, or negligent repair or
    any other cause beyond the range of the intended use, or by accident,
    fire, lightening or other hazard or act of God.
    16. MISCELLANEOUS
    16.1 If any term, condition, or provision in this Agreement is found to
    be invalid, unlawful or unenforceable to any extent, the remaining
    terms, conditions and provisions will continue to be valid and enforceable to the fullest extent permitted by law.
    16.2 You may not assign or transfer this Agreement nor any rights
    hereunder, in whole or in part, whether voluntary or by operation of
    law without ARRIS’ prior written consent. Subject to the foregoing, this
    Agreement will be binding upon and will inure to the benefit of the parties and their respective successors and assigns.
    16.3 This Agreement (including any addenda hereto signed by both
    parties) represents the entire agreement of the parties with respect to
    the subject matter of this Agreement and supersedes all previous communications, representations, understandings and agreements, either
    oral or written, between the parties with respect to said subject matter.
    16.4 This Agreement may not be amended, except in writing, signed
    by both parties. No terms, provisions or conditions of any purchase order, acknowledgment or other business form that You may use in connection with the acquisition or licensing of the Software will have any
    effect on the rights, duties or obligations of the parties under, or oth-

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    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. Any suit brought in connection with this Agreement
    shall be subject to the exclusive jurisdiction of the State Court of Georgia or the Federal Courts for the Northern District of Georgia and You
    hereby agree and submit to the personal jurisdiction and venue thereof.
    17. SAFETY INFORMATION FOR ARRIS TOUCHSTONE PRODUCTS
    ARRIS telephony modems and cable modems comply with the applicable requirements for performance, construction, labeling, and information when used as outlined in this Section 17:

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    required to minimize grounding connector length and thereby limit the
    potential voltage differences between the cable TV coaxial cable and
    other grounding system. Refer to the individual country’s National
    Electric Code for further details.
    17.6 In areas of high AC power surge events or poor AC power grounding situations and areas prone to lightning strikes additional AC power
    surge protection may be required on the AC, RF, Ethernet, USB and
    phone lines.
    17.7 If connecting the telephony modem or cable modem to a local
    computer through the Ethernet or USB cable the computer must be
    properly grounded to the building/residence AC ground network. All
    plug-in cards within the computer must be properly installed and
    grounded to the computer frame per the manufacturer’s specifications.

    17.1 Caution: Only a professional installer may connect the telephony
    modem to the home’s existing telephone wiring. 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 sufficient to ensure there is no power to the telephony modem. Failure to do so may result in loss of service and/or
    permanent damage to the telephony modem.
    17.2 Do not use the product near water (e.g., wet basement, bathtub,
    sink or near a swimming pool), to avoid risk of electrocution.
    17.3 Avoid using and/or connecting the equipment during an electrical
    storm, to avoid risk of electrocution.
    17.4 Do not locate the product within 6 feet (2 m) of a flame or ignition
    source, to avoid damage or injury from battery explosion, or heat
    damage.
    17.5 Use only the power supply and/or power cord included with the
    Product. Install the Product near and easily accessible to the power
    outlet. Ground the RF drop cable’s shield at the building/residence either close to the point of entrance or at the point of attachment.
    Grounding as close as practical to the building/residence AC ground is
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    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 speed data
    Compatibility: supports tiered data services (if offered by your cable
    company)

    What’s in the Box?

    Make sure you have the following items before proceeding. Call your cable company
    for assistance if anything is missing.


    Telephony Modem




    Ethernet Cable
    CD-ROM








    Power Cord
    Quick Installation Guide
    USB Cable (all but TM502C)

    Screws for Wall Mounting the Unit
    End User License Agreement

    What’s on the CD?

    The CD provides the following items:





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    Quick Install Guide
    User’s Guide
    USB Drivers (Windows 98SE/ME/2000/XP)
    Remove USB Driver Utility

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    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. It is the same kind of wire used to connect
    to your television for cable TV. You can buy coax from any electronics retailer and many discount stores; make sure it has connectors on both ends.
    There are two types of connectors, slip-on and screw-on; the screw-on connectors are best for use with your Telephony Modem. The coax should be
    long enough to reach from your Telephony Modem to the nearest cable outlet.
    Phone Cable: as shown in the image to the left, this is a standard phone
    cable with standard phone connectors (RJ11 type) on both ends. You can
    buy phone cables from any electronics retailer and many discount stores.

    Splitter (optional): provides an extra cable connection by splitting a single
    outlet into two. You may need a splitter if you have a TV already connected
    to the cable outlet that you want to use. You can buy a splitter from any
    electronics retailer and most discount stores; you may also need a short
    piece of coax cable (with connectors); use it to connect the splitter to the
    cable outlet and then connect the Telephony Modem and TV to the splitter.

    Note: A splitter effectively cuts the signal in half and sends each half to its
    two outputs. Using several splitters in a line may deteriorate the quality of
    your television, telephone, and/or internet connection.
    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 questions.

    Phone Cable

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    Getting Service

    Before trying to use your new Telephony Modem, contact your local cable company
    to establish an Internet account and telephone service. When you call, have the following information ready:



    the Telephony Modem serial number and MAC addresses of the unit (printed
    on a sticker on the bottom of the Telephony Modem)

    the model number of the Telephony Modem

    Save this information for future use. In addition, you should ask your cable company the following questions:




    When can I start using my Telephony Modem?



    Will my phone number(s) change?




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    Do you have any special system requirements or files that I need to download after I am connected?

    Do I need a user ID or password to access the Internet or my e-mail?
    What new calling features will I have and how do I use them?

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    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.
    Windows
    Ethernet connection: Windows 95, Windows 98, Windows 98 SE (Second Edition),
    Windows ME, Windows 2000, or Windows XP
    USB connection: Windows 98 SE (Second Edition), Windows ME, Windows 2000, or
    Windows XP
    MacOS
    Ethernet connection only: System 7.5 to MacOS 9.2 (Open Transport recommended) or MacOS X
    Linux/other Unix
    Ethernet connection only: Hardware drivers, TCP/IP, and DHCP must be enabled in
    the kernel

    About this Manual

    This manual is written to cover all of the different TM502 models. Your model may
    or may not have all of the capabilities outlined in this manual. 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

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    Touchstone TM502 Telephony Modem User’s Guide

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    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). Use the Ethernet connection if your computer has built-in
    Ethernet hardware, does not use Windows, or you want to share the Telephony Modem connection with several computers.
    Note:

    Ethernet Cable

    To connect two or more computers to the Ethernet port, you will need a
    hub or broadband router (available at computer retailers).

    The Telephony Modem package comes with a 6-foot (1.9m) Ethernet cable (the
    connectors look like wide telephone connectors); you can purchase more cables if
    necessary at a computer retailer. If you are connecting the Telephony Modem directly to a computer, or to an Ethernet hub or broadband router with a cross-over
    switch, ask for Category 5 (CAT5) straight-through cable. If you are connecting the
    Telephony Modem to an Ethernet hub or broadband router without a crossover
    switch, ask for a Category 5 crossover cable.

    USB
    USB (Universal Serial Bus) is meant for connecting a variety of accessories, such
    as keyboards, mice, printers, and communications devices (including Telephony
    Modems) to a single computer. Use the USB connection if you have only one computer, and the computer is using a Windows operating system (Windows 98 Second
    Edition or later), and has no built-in Ethernet hardware. The Telephony Modem
    package comes with a 5-foot (1.6m) USB cable.
    Both
    If you have two or more computers, you can connect one computer to the Telephony Modem’s USB port and one or more other computers to the Ethernet port. To
    connect two or more computers to the Ethernet port, you will need a hub or broadband router (available at computer retailers).
    USB Cable

    Home

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    For more information about connecting two or more computers, contact your cable
    service provider.
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    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. While no system is 100% secure, you can use the following tips to enhance your system’s security:





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    Keep your email program updated with the latest security patches. In addition, avoid opening email containing attachments, or opening files sent
    through chat rooms, whenever possible.
    Install a virus checker and keep it updated.

    Avoid providing web or file-sharing services over your Telephony Modem.
    Besides certain vulnerability problems, most cable companies prohibit running servers on consumer-level accounts and may suspend your account for
    violating your terms of service.



    Use the cable company’s mail servers for sending email.



    If you connect your Telephony Modem to a wireless LAN, make sure you enable security and encryption on the wireless hub (for the same reasons that
    you should run only secured proxies). Consult the documentation and technical support of the wireless equipment provider for help.



    Home

    Keep your operating system updated with the latest security patches. Run
    the system update utility at least weekly.

    Avoid using proxy software unless you are certain that it is not open for
    abuse by other Internet users (some are shipped open by default). Criminals can take advantage of open proxies to hide their identity when breaking
    into other computers or sending spam. If you have an open proxy, your cable company may suspend your account to protect the rest of the network.

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    Battery

    Installation

    Installation

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    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.
    Identify the battery type using the photos to the left and use the proper installation
    procedure:

    4.4 Ah Battery

    Home

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    TM502G/H 2.2 Ah Battery Installation and Replacement
    TM502G/H 4.4 Ah Battery Installation and Replacement

    Note: The 4.4 Ah battery is longer and has a strap between the guides.

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    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.
    Latch
    End

    Action
    1 Insert a finger into the latch opening, press down and pull back on the latch
    holding the battery door (on the bottom of the Telephony Modem). Pull the
    door toward you. Set the door aside in a safe place.

    2
    Battery Slot

    Hold the battery pack so that the guides on the battery align with the slots
    on the Telephony Modem and slide the battery into the bay. The diagram on
    the left shows the proper orientation.

    Note: Batteries will not insert completely into the Telephony Modem if not
    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

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    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.
    Note: The Telephony Modem will not begin operating until you apply AC

    power.

    Hinge Tabs

    4

    Replace the door. To do so, place the hinge tabs of the battery door into the
    receiver slots inside the Telephony Modem battery compartment on the opposite end of the battery opening slot. Rotate the door toward the unit until
    the latch snaps back into place.

    Note: Some Telephony Modem 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.

    Home

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    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.

    Latch
    End

    Battery Guide Battery
    Pull Strap
    Battery Slot

    Action
    Insert a finger into the latch opening, press down and pull back on the latch
    holding the battery door (on the bottom of the Telephony Modem). Pull the
    door toward you. Set the door aside in a safe place.

    1

    2

    Hold the battery pack so that the guides on the battery align with the slots
    on the Telephony Modem and slide the battery into the bay. The diagram on
    the left shows the proper orientation.

    Note: Batteries will not insert completely into the Telephony Modem if not
    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 and
    apply even pressure on both ends of the battery.

    WRONG

    WRONG

    RIGHT

    Receiver
    Slots
    Hinge Tabs

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    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.

    Battery
    Opening

    Receiver
    Slots

    Hinge Tabs
    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 toward the
    front of the Telephony Modem until the latch snaps back into place.

    Note: Some Telephony Modem 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.

    Home

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    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. If a cable
    outlet is not conveniently located, your cable company can install a new one.
    CAUTION
    Risk of equipment damage
    Only qualified installation technicians should connect the Telephony
    Modem to house wiring. Incumbent telephone service must be physically disconnected at the outside interface box before making any
    connections.

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    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 status

    AB C

    TM502G/H

    E F GH

    E

    US: indicates upstream connectivity

    F

    DS: indicates downstream connectivity

    G Power: indicates whether AC power is available to the unit

    Front Panel TM502G/H

    The front of the Telephony Modem has the following indicators:
    A

    Battery: indicates status of the battery in the Telephony Modem

    B

    Telephone 2: indicates status of line 2

    C

    Telephone 1: indicates status of line 1

    D Link: indicates Ethernet or USB connectivity between the Telephony Modem
    and computer

    A BC D

    E

    On-Line: indicates internet data transmission status

    F

    US: indicates upstream connectivity

    G DS: indicates downstream connectivity
    H Power: indicates whether AC power is available to the unit

    Home

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    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 button: resets the Telephony Modem as if you power cycled the unit.
    Use a pointed non-metallic object to press this button.

    F

    Cable: connector for the coax cable

    G Power: connector for the power cord

    TM502C Rear Panel

    D

    A

    Tel 1: connector for the first phone line

    B

    Tel 2: connector for the second phone line

    C

    Ethernet connector: for use with a computer or home network LAN port

    D Reset button: resets the Telephony Modem as if you power cycled the unit.
    Use a pointed non-metallic object to press this button.

    A B

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    E

    F

    E

    Cable: connector for the coax cable

    F

    Power: connector for the power cord

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    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

    F

    G

    E

    Reset button: resets the Telephony Modem as if you power cycled the unit.
    Use a pointed non-metallic object to press this button.

    F

    Cable: connector for the coax cable

    G Power: connector for the power cord

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    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).
    Tools and Materials
    For wall-mounted installations, make sure you have the following tools and materials before proceeding:






    for mounting on drywall: Two 1/4” (6mm) drywall anchors and a drill with
    1/4” (6mm) bit (not included)

    for mounting on plywood or studs: two #6 x 1.5” (38.1 mm) self tapping
    screws (included)

    screwdriver (flat-blade or Phillips, depending on what kind of screws you
    use)

    wall-mount template (included with the Telephony Modem Quick Installation
    Guide)

    transparent tape (for temporarily securing the mounting template to the
    wall)

    Location
    Always position the Telephony Modem:


    Note:

    within reach of an AC outlet. The power cord must reach the outlet without
    stretching and without adding extension cords.

    near a cable outlet (to avoid long cable runs).

    When mounting the Telephony Modem on drywall, try to position the Telephony Modem so at least one of the screws are fastened to a stud. This
    may prevent the Telephony Modem from pulling out of the wall in the future.
    To prevent overheating of the Telephony Modem, do not block the ventilation holes on the sides of the unit.

    Home

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    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.

    3

    If using drywall anchors, set them into the wall. Then, drive the screws into
    the wall leaving a gap of about 1/8” (3 mm) between the screw head and
    the wall. If not using anchors, just drive the screws.

    4

    Orient the Telephony Modem with the indicator lights facing up or right, as
    desired. Slip both mounting slots (in the back of the Telephony Modem) over
    the screws, then slide the case down until the narrow end of the keyhole slot
    contacts the screw shaft.

    5

    Proceed to Connecting the Telephony Modem.

    Desktop mounting instructions

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    1

    Position the Telephony Modem so that:

    2

    Proceed to Connecting the Telephony Modem.





    air flows freely around it
    the back faces the nearest wall
    it will not fall to the floor if bumped or moved

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    Installation

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    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. Failure
    to do so may result in loss of service and/or permanent damage to
    the Telephony Modem.

    E

    1

    F

    A B

    TM502G/H

    USB

    Installation

    D

    G

    Connect one end of the coax cable to the cable outlet or splitter, and the
    other end to the Telephony Modem’s Cable connector (F). Tighten the connections by hand, then tighten an additional 1/8 turn with a wrench.
    Note: For best performance, use high-quality coax cable and minimize or
    eliminate splitters between the cable jack and the Telephony Modem.

    E

    2

    Insert the plug from the power cord into the Power connector on the Telephony Modem (G) and insert the power cord into a convenient AC outlet.

    The Power light on the front of the Telephony Modem lights up, then flashes
    once (refer to the LED table on page 44). See Troubleshooting if the Power
    light does not turn on.

    A B

    F

    3
    G

    After connecting the coax cable and power, proceed as needed:




    Making Ethernet Connections OR
    Making USB Connections (all models except TM502C)

    Note: Do not connect the same computer to both the Ethernet and USB
    ports.
    Making Ethernet Connections
    4

    Connect one end of the Ethernet cable to the port on the back of the Telephony 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.

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    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.

    Making Telephone Connections
    6

    Connect one end of the telephone cable to the telephone port on the back
    of the Telephony Modem (A or B). Connect the other end to the telephone.

    Note: If you have a TM502G Telephony Modem and a phone with two separate lines on a single RJ-14 cord, it must be plugged into the port labeled
    “Tel 1/2”.

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    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.

    Requirements

    Make 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 (a cable is included in your Telephony
    Modem package)

    (Windows 98SE systems only): Windows 98 installation CD

    (for installations not using DHCP) IP address, subnet, gateway, and DNS information

    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 XP





    Home

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    Installing USB Drivers on Windows 2000
    Installing USB Drivers on Windows ME

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    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). 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.
    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:

    4

    Home

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    Click Next.

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    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.

    The wizard displays a list of search options:

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    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. 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 5.

    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 cable
    company for help.

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    9

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    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. If you see such a prompt, enter D:\win98 (replace D: with the drive
    letter of your CD-ROM drive, if necessary) to continue the installation.
    Click the Next button.
    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.
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    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.
    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:

    4

    Home

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    Wait for the system to start the installation wizard and display the following
    window (there may be a short delay):

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    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.

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    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.

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    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 cable
    company for help.

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    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.

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    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.
    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

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    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.

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    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.
    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 is installing drivers for
    a new USB device:

    4

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    When the window disappears, installation is complete. Contact your cable
    company if you see an error message of any kind.

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    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. Follow these steps to use the Remove utility:
    1

    Insert the ARRIS driver installation CD.

    3

    Start the Remove utility by double-clicking it in the window.

    2

    Home

    Prev Next

    Navigate to the CD drive:

    The Remove utility prompts you to click OK to remove the USB driver, or
    Cancel to quit.

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    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.

    The Remove utility displays the following message:

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    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.

    Requirements

    Make sure you have the following before attempting to configure your Ethernet
    connection:





    Computer with:

    — one of: Windows 98SE, Windows 2000, Windows ME, or Windows XP
    (Windows 95 and Windows NT are not supported)
    — Ethernet interface

    Ethernet cable (supplied)

    IP address, subnet, gateway, and DNS information for installations not using
    DHCP

    How to use this chapter

    The following list shows the procedures for modifying the TCP/IP settings on the
    computer. The procedure is slightly different depending on the operating system
    that you are using. Please ensure you are using the correct steps for the operating
    system on your computer. 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 ME




    Home

    Prev Next

    TCP/IP Configuration for Windows 2000
    TCP/IP Configuration for Windows XP

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    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.

    3

    Click the Configuration tab in the Network window to display the list of
    Network Adapters.

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    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.

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    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.
    —end—

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    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.

    2

    In the Local Area Connections Properties window, highlight TCP/IP by clicking on it one time, then click on Properties.

    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 Local Area Connection Properties window.

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    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.
    —end—

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    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.

    3

    Click the Configuration tab in the Network window to display the list of
    Network Adapters.

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    4

    Highlight TCP/IP by clicking on it one time, then click on Properties.

    5

    Click the IP Address tab, then click OK.

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    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.
    —end—

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    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.

    2

    Click the Configuration tab in the Network window to display the list of
    Network Adapters.

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    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.

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    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.
    —end—

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    Using the Telephony Modem

    Glossary

    This chapter describes the controls and features available on the Touchstone Telephony Modem, and covers basic troubleshooting procedures.


    Setting up Your Computer to Use the Telephony Modem



    Indicator Lights for the TM502G/H Models




    Indicator Lights for the TM502A/B/C Models
    Using the Reset Button

    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.

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    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. If this pattern persists for
    more than 10 seconds, disconnect the telephone lines from the Telephony Modem, then
    call a wiring technician for assistance.
    Patterns: Normal Operation
    The following table shows light patterns during normal operation.
    Mode

    AC Power

    Home

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    Power

    On

    DS

    US

    Online

    On =
    Connected
    to the
    Internet

    On =
    Connected
    to the
    Internet

    Flash =
    Not
    connected
    to the
    Internet

    Flash =
    Not
    connected
    to the
    Internet

    Off =
    Internet
    not
    available

    On =
    Internet
    Available

    Link
    On =
    Computer
    Connected
    Off =
    Computer
    not
    connected

    Tel. 1/Tel. 2
    On =
    On-hook

    Flash = Offhook

    Flash =
    Computer
    Activity

    Off = disabled

    No AC
    Power

    Off

    Off

    Off

    Off

    Off

    Off

    Firmware
    Upgrade

    On

    Flash

    Flash

    On

    (normal
    operation)

    (normal
    operation)

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    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.
    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. If this pattern persists for more than 10 seconds, disconnect the
    telephone lines from the Telephony Modem, then call a wiring technician for assistance.
    Indicator Lights: Normal Operation
    The following table shows light patterns during normal operation.
    Mode

    AC Power
    Good

    Home

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    Power

    On

    DS
    On =
    Connected
    to the
    Internet
    Flash =
    Not
    connected
    to the
    Internet

    US

    On =
    Connected
    to the
    Internet
    Flash = Not
    connected
    to the
    Internet

    Online

    On =
    Internet
    Available
    Off =
    Internet
    not
    available

    Link
    On =
    Computer
    Connected
    Off =
    Computer not
    connected
    Flash =
    Computer
    Activity

    Tel. 1/Tel. 2

    On =
    On-hook
    Flash =
    Off-hook
    Off = disabled

    On =
    On-hook

    No AC
    Power
    Battery
    Installed

    Flash

    No AC
    Power
    No
    Battery

    Off

    Off

    Off

    Off

    Firmware
    Upgrade

    On

    Flash

    Flash

    On

    Off

    Off

    Off

    Off

    Flash =
    Off-hook

    Battery
    On =
    Battery
    good or low
    Off =
    Battery
    missing or
    MTA not
    registered
    Flash =
    Battery
    bad
    Off =
    Battery
    power

    Off = disabled

    Flash =
    Battery
    bad or low

    Off

    Off

    Off

    (normal
    operation)

    (normal
    operation)

    (normal
    operation)

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    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.
    Power,
    DS, US,
    Online

    Link

    Off
    Flash

    Telephone

    Battery*

    Description

    Off

    Off

    No power to Cable Modem

    Flash

    Flash

    Power-on Self Test

    1

    2

    Off

    Off

    Flash

    Flash

    See “Cable Modem Start Up Sequence” Below
    On

    On

    Flash

    Off

    Off

    Retrieving telephone network
    information

    On

    On

    Off

    Flash

    Off

    Retrieving telephone line
    information

    On

    On

    Flash

    Flash

    Off

    Activating telephone service

    Normal Operation
    * = Battery LEDs only apply to those models with battery backup

    Cable Modem Start Up Sequence

    Home

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    DS

    US

    Online

    Link

    Description

    Flash

    Off

    Off

    Off

    Downstream search

    On

    Flash

    Off

    Off

    Downstream found; upstream search

    On

    On

    Flash

    Off

    Downstream and Upstream found;
    retrieving setup information from cable
    operator

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    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. 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

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    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.
    Finally, check the fuse or circuit breaker panel.
    I’m not getting on the Internet.
    It may take over 30 minutes to establish a connection the first time you
    power up your Telephony Modem, especially when many people are online.
    Always leave your Telephony Modem plugged into AC power and connected
    to the cable system.
    Check the front panel lights:


    The Power and Online lights should be on.



    If the Power light blinks for more than 30 minutes, call your cable
    company for assistance.



    The Link light should be either on or blinking.

    Check your cable connections. Connectors should be finger-tight. The coax
    cable should not be pinched, kinked, or bent sharply—any of these can
    cause a break or short in the cable (you may have to replace the cable). If
    you have one or more splitters between the 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.

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    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. (USB)
    Did you load the USB drivers?
    If you are using a powered USB hub, is the hub turned on?
    Check the USB cable connections. Disconnect and reconnect the USB cable.
    Restart the computer.
    Press the Reset button on the back of the Telephony Modem.
    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.

    Use the ARRIS Remove utility (see Removing USB Drivers) to remove
    the improperly-installed driver.

    Reboot the computer.

    Reinstall the drivers as described in Installing USB Drivers on Your PC.

    I can get on the Internet, but everything is slow.
    If the Web site you are visiting is very popular, that site may be having trouble servicing all the requests. If other sites download quickly, wait for a few
    minutes and try again. Usage during peak hours may also affect the connection speed.
    If your Telephony Modem is connected to a LAN (Local Area Network), either
    directly or through a firewall, other communications on the LAN may slow
    down your connection.
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    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.
    I don’t have dial tone when I pick up my phone, why?
    In order for telephone service to be functional on the Telephony Modem,
    telephone service must have been purchased from the service provider and
    configured on your Telephony Modem. The following steps should help in
    identifying the source of the problem.






    Is the Power LED lit?




    If the LED is lit, go to the next step.



    If not, check the coax connection at the Telephony Modem and the
    wall. Ensure they are connected and tight. If they are and you do not
    have dial tone, contact your service provider.

    Is the Online LED lit?



    If the Online LED is lit, go to the next step.



    If not, phone service has not been provisioned on that line. Contact
    your service provider.

    Is the Telephone (Telephone 1 or Telephone 2) LED lit?




    If it is lit, go to the next step



    Make sure the phone is plugged into the port on the back of the Telephony Modem labeled “Tel 1/2” (TM502G) or “Tel 1” (TM502A/B/H)
    for line 1, and “Tel 2” for line 2.

    Is the Phone plugged directly into the Telephony Modem?



    Prev Next

    If it is blinking, there is a phone off hook somewhere in the house.
    Find that phone and hang it up.





    Home

    If not, check to make sure the Telephony Modem is plugged in and
    the outlet has power.

    If so, try a different phone. Make sure the new phone is a working
    phone.

    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.

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    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. If you still do not have
    dial tone, contact your service provider.

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    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.

    The cable company has set up your account. Call your cable company if
    you’re not sure.

    Instructions
    1

    Be sure that your computer is running either Windows 98SE, Windows 2000,
    Windows ME, or Windows XP (Windows 95 and Windows NT are not supported).

    2

    Be sure the Telephony Modem has power. The Power light should be on.

    3

    Push the Reset button on the back panel of the Telephony Modem, using a
    pen tip or other sharp non-metallic object.

    4

    Disconnect the USB cable from the computer and reconnect it.

    5

    Restart the computer.

    6

    Do the following to uninstall and the reinstall your USB drivers:
    a. Disconnect the USB cable to the Telephony Modem.

    b. Insert the Telephony Modem CD-ROM into you computer.

    c. Start the Remove utility on your CD-ROM. Follow the on-screen instructions carefully.
    d. Reconnect the USB cable.

    e. Re-install the USB driver as shown in Installing USB Drivers on Your PC.

    Home

    Prev Next

    7

    Replace the USB cable.

    8

    Call your cable company for help.

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    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.
    Category 5 (Cat5)
    A high-quality type of cable, used for Fast Ethernet (100BaseT) connections. When purchasing Ethernet cables, always look for Category 5 cable.
    Coaxial cable (coax)
    A thin wire, used to connect your television and Telephony Modem to the
    cable TV system. You can buy coax from any electronics retailer and many
    discount stores.
    CPE

    Customer Premise Equipment. This is the equipment that is plugged in to
    the telephony modem; typically a computer, hub, or router.

    Cross-over
    An Ethernet cable used to connect two hubs (or a hub and a cable modem)
    together. Also, some Ethernet hubs may have built-in cross-over on one or
    more ports (which eliminates the need for a cross-over cable).
    DHCP

    DNS

    Home

    Prev Next

    Dynamic Host Configuration Protocol. An IP protocol used to provide an IP
    address and location of services (such as DNS and TFTP) needed by a
    device connecting to the network. DHCP allows the cable company to configure 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.

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    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. An MTA device that is integrated
    with a cable modem.

    Ethernet
    A standard method of connecting two or more computers into a Local Area
    Network (LAN).
    EuroDOCSIS
    The European version of DOCSIS.
    Event

    An informational message used for monitoring network status.

    F-connector
    The type of connector used on coax cable. There are two common types of
    F-connector, slip-on and screw-on. Use coax with screw-on connectors for
    connecting your Telephony Modem.
    Gateway
    The device, usually a router, that connects devices on a given IP subnet to
    other IP subnets.
    Headend
    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

    Home

    Prev Next

    HyperText Transfer Protocol.

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    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.
    ISDN

    LAN

    LED

    Integrated Services Digital Network. A digital telephony standard that provides communication speeds about twice as fast as standard dialup.
    Local Area Network. A network that allows computers in a single location
    (such as a building) to communicate with one another.
    Light Emitting Diode. A semi-conductor diode that emits light when current
    is passed through it.

    MAC address
    A number that uniquely identifies any device connected to a network. Your
    cable company uses your Telephony Modem’s MAC address to authorize
    access to the Internet. The MAC address is printed on a label on the bottom of your Telephony Modem.
    Protocol
    A set of rules and formats that determines the communication behavior of
    network entities at a given layer.
    Proxy

    Home

    Prev Next

    A device or program that stands in between a server (for example, a web
    site) and a client (your browser), providing a way to relieve some of the
    burden from the server. For example, your cable company may have a web
    proxy that keeps copies of popular web pages; the proxy can send you
    those pages instead of fetching them directly from the web site, resulting
    in faster page loading and less network congestion.

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    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.

    Splitter
    A small box with three cable connectors: one input and two outputs. You
    may need a splitter if you have a TV already connected to the cable outlet
    that you want to use for your Telephony Modem. You can buy a splitter
    from any electronics retailer and most discount stores.
    Switched outlet
    A power outlet that may be turned on and off using a wall switch. Usually
    intended for lamps. Avoid plugging your computer or Telephony Modem
    into a switched outlet to avoid disruptions.
    TCP/IP
    Transmission Control Protocol/Internet Protocol. The protocols used to
    facilitate communications across one or more connected networks.
    TDMA

    Time Division Multiple Access. A method used by DOCSIS-compliant cable
    modems for sending upstream data with minimal interference.

    Upstream
    The path from a subscriber device to the headend. Some older cable documentation may refer to this as the return path or reverse path.
    USB

    Home

    Prev Next

    (Universal Serial Bus) An interface used for connecting a variety of accessories, such as keyboards, mice, printers, and communications devices
    (such as cable modems) to a single computer.

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    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.

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  • Page 70

    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. All
    other trademarks and registered trademarks are the
    property of their respective holders.
    Release 5 Standard 3.0
    August 2006






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