Arris Touchstone 402P Quick Start Manual

Troubleshooting

If you have a data or telephony problem, try these tips before calling your cable
operator for assistance.
Problem
• Check power connections.
Data and telephone ser-
• Check cable connections (is the TV working?).
vices are out
• If yes, press the reset button, if no, contact the MSO
• Check the USB cable connections. Disconnect and reconnect the USB
cable from the Telephony Modem and computer.
Data service is not working
• If you are using a powered USB hub, ensure the hub is turned on.
using the USB port (Win-
• Did you load the USB drivers? If not, load the drivers.
dows ME, Windows 2000,
• Press the Standby button on the front of the Telephony Modem until
and Windows XP), tele-
the DS, US and Online LEDs are all on.
phones work
• Reboot the Computer.
• Press the Reset button on the back of the Telephony Modem.
• Attempt recovery action listed above.
• Reinstall USB drivers by following these steps:
Data service is not working •Disconnect the USB cable between the Computer and the Telephony
Modem.
using the USB port (Win-
dows 98SE), telephones
•Use the ARRIS Uninstall utility (remove.exe on the ARRIS driver CD)
work to remove the improperly-installed driver.
•Reboot the Computer.
•Reinstall the USB drivers.
• Press the Standby button on the front of the Telephony Modem until
the DS, US and Online LEDs are all on.
• If the Link LED is off:
• Check the Link LEDs at the Telephony Modem and the connected
Data service is out
PC or hub.
(Ethernet), telephones
• If you are using a hub, is the hub turned on?
work
• Are you using the right Ethernet cable? Use a straight cable for
direct connection to a PC or cross-over cable for connection to a
hub.
• Press the Reset button on the back of the Telephony Modem.
• Is the Telephone LED for the line lit? If not, contact your cable
operator for assistance.
• Make sure all phones on the line are hung up properly.
Telephone service is out, • On remote and powered phones, check power and battery status.
data works
• Check the telephone cables to ensure they are connected tightly and
the cables are not cracked or broken.
• If a "fast busy" is heard, contact the contact the cable operator for
assistance.
Touchstone™ Telephony Modem
Quick Start Guide Model 402P & 402Q
© 2002-2004 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 com-
ponents, as progress in engineering, manufacturing methods, or other circum-
stances may warrant.
Touchstone is a trademark of ARRIS Licensing Company. All other trademarks
are the property of their respective holders.
Document number: ARSVD00734
Release 4 Standard 2.0
April 2004
Possible Fixes
Prior to installation, ensure that the battery(ies) have been installed per the Ini-
tial Battery Installation Guide and the mounting orientation has been decided.
Note: AC
power must be
connected for bat-
2
tery to charge
Computer
USB
Touchstone™
Telephony Modem
Quick Start Guide Model 402P & 402Q
Note: Always
connect RF before
4
connecting power.
3
Computer
OR
Ethernet
1