Arris Touchstone TG2472 User manual

Touchstone TG2472 Telephony
Gateway
User Guide
Release 24 STANDARD 1.1 January 2015

Touchstone TG2472 Telephony Gateway User Guide
Release 24 STANDARD 1.1
ARRIS Copyrights and Trademarks
©ARRIS Enterprises, Inc. 2015 All rights reserved. No part of this publication may be
reproduced in any form or by any means or used to make any derivative work (such as
translation, transformation, or adaptation) without written permission from ARRIS
Enterprises, Inc. (“ARRIS”). ARRIS reserves the right to revise this publication and to
make changes in content from time to time without obligation on the part of ARRIS to
provide notification of such revision or change.
ARRIS and the ARRIS logo are all trademarks of ARRIS Enterprises, Inc. Other
trademarks and trade names may be used in this document to refer to either the entities
claiming the marks and the names of their products. ARRIS disclaims proprietary
interest in the marks and names of others.
ARRIS provides this guide without warranty of any kind, implied or expressed, including,
but not limited to, the implied warranties of merchantability and fitness for a particular
purpose. ARRIS may make improvements or changes in the product(s) described in this
manual at any time.
The capabilities, system requirements and/or compatibility with third-party products
described herein are subject to change without notice.
Patent Notice
Protected under one or more of the following U.S. patents: http://www.arris.com/legal
Other patents pending.

Table of Contents
Chapter 1. Overview.............................................................................. 5
Introduction.................................................................................................5
Getting Support ............................................................................................6
Chapter 2. Safety Requirements ............................................................... 7
FCC Part 15 .................................................................................................8
RF Exposure..........................................................................................9
Industry Canada Compliance.............................................................................9
For Mexico...................................................................................................9
European Compliance .....................................................................................9
Chapter 3. Getting Started .....................................................................10
About Your New Telephony Gateway................................................................. 10
What's in the Box......................................................................................... 10
Items You Need........................................................................................... 11
Getting Service........................................................................................... 12
System Requirements ................................................................................... 12
Recommended Hardware........................................................................ 12
Windows ............................................................................................ 13
MacOS............................................................................................... 13
Linux/other Unix.................................................................................. 13
About this Manual........................................................................................ 13
What about Security..................................................................................... 14
Ethernet or Wireless?.................................................................................... 14
Chapter 4. Battery Installation and Removal ...............................................16
Introduction............................................................................................... 16
Basic Battery Installation and Replacement ........................................................ 17
Extended Battery Installation and Replacement ................................................... 18
Chapter 5. Installing and Connecting your Telephony Gateway ........................21
Front Panel................................................................................................ 22
Rear Panel................................................................................................. 23
Selecting an Installation Location..................................................................... 23
Desktop Mounting Instructions.................................................................. 24
Factors Affecting Wireless Range .............................................................. 24
Connecting the Telephony Gateway.................................................................. 25
Configuring Your Wireless Connection ............................................................... 26
Accessing the Configuration Interface ........................................................ 27
Setting Parental Controls............................................................................... 27
Finding the MAC Address of a Computer...................................................... 27
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Making Your Parental Control Settings........................................................ 28
Chapter 6. Configuring Your Ethernet Connection ........................................30
Requirements............................................................................................. 30
How to use this Chapter ................................................................................ 30
TCP/IP Configuration for Windows XP................................................................ 30
TCP/IP Configuration for Windows Vista............................................................. 31
TCP/IP Configuration for Windows 7 or Windows 8................................................ 31
TCP/IP Configuration for MacOS X .................................................................... 32
Chapter 7. Using the Telephony Gateway...................................................33
Setting up Your Computer to Use the Telephony Gateway....................................... 33
Indicator Lights for the TG2472....................................................................... 33
Wiring Problems................................................................................... 34
Patterns: Normal Operation (LAN and Telephone).......................................... 34
Patterns: Normal Operation (WAN and Battery)............................................. 35
Patterns: Startup Sequence..................................................................... 35
Using the Reset Button........................................................................... 36
Resetting the Router to Factory Defaults .................................................... 37
Booting from Battery............................................................................. 37
Chapter 8. Troubleshooting....................................................................38
The Telephony Gateway is plugged in, but the Power light is Off.............................. 38
I'm not getting on the Internet (all connections) .................................................. 38
I'm not getting on the Internet (Ethernet) .......................................................... 38
I'm not getting on the Internet (Wireless)........................................................... 38
My wireless Internet connection stops working sometimes ...................................... 39
I can get on the Internet, but everything is slow .................................................. 39
I don't have a dial tone when I pick up the phone - why? ........................................ 39
Chapter 9. Glossary..............................................................................41
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Chapter 1
Overview
Introduction
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 TG2472 Telephony Gateway brings it all to you faster and more
reliably. All while providing toll quality Voice over IP telephone service and both wired and
wireless connectivity. It also provides a Lithium-Ion battery backup to provide continued
telephone service during power outages.
The Touchstone TG2472 Telephony Gateway provides four Ethernet connections for use as
the hub of your home/office Local Area Network (LAN). The TG2472 also provides
802.11a/b/g/n/ac wireless connectivity for enhanced mobility and versatility. In addition,
the TG2472 provides for up to two separate lines of telephone service.
The Telephony Gateway also offers integrated MoCA 2.0 home networking providing
Internet access and transfer of multimedia content between devices over coaxial cable in
the home.
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Chapter 1: Overview
Installation is simple and your cable company will provide assistance to you for any special
requirements.
Getting Support
If you need assistance with your ARRIS product please contact your cable company.
For additional technical information and product User Guides please visit the ARRIS
Support website at http://www.arris.com/consumer.
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Chapter 2
Safety Requirements
The ARRIS Telephony Gateway complies with the applicable requirements for
performance, construction, labeling, and information when used as outlined below:
CAUTION
Potential equipment damage
Potential loss of service
Connecting the Telephony Gateway to 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. Cancelation of telephone service is
not adequate. Failure to do so may result in loss of service and/or permanent damage to the
Telephony Gateway.
CAUTION
Risk of shock
Mains voltages inside this unit. No user serviceable parts inside. Refer service to qualified personnel
only!
CAUTION
Risk of explosion
Replacing the battery with an incorrect type, heating a battery above 75°C, or incinerating a battery,
can cause product failure and a risk of fire or battery explosion. Do not dispose of in fire. Recycle or
dispose of used batteries responsibly and in accordance with local ordinances.
The Telephony Gateway is designed to be connected directly to a telephone.
Connecting the Telephony Gateway 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.
Do not use the telephone to report a gas leak in the vicinity of the leak.
The product shall be cleaned using only a damp, lint-free, cloth. No solvents or
cleaning agents shall be used.
Do not use spray cleaners or aerosols on the gateway.
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 (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.
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Chapter 2: Safety Requirements
The shield of the coaxial cable must be connected to earth (grounded) at the entrance
to the building in accordance with applicable national electrical installation codes. In
the U.S., this is required by NFPA 70 (National Electrical Code) Article 820. In the
European Union and in certain other countries, CATV installation equipotential
bonding requirements are specified in IEC 60728-11, Cable networks for television
signals, sound signals and interactive services, Part 11: Safety. This equipment is
intended to be installed in accordance with the requirements of IEC 60728-11 for safe
operation.
If the equipment is to be installed in an area serviced by an IT power line network, as is
found in many areas of Norway, special attention should be given that the installation
is in accordance with IEC 60728-11, in particular Annex B and Figure B.4.
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 Gateway is connected to a local computer through 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.
Ensure proper ventilation. Position the Telephony Gateway so that air flows freely
around it and the ventilation holes on the unit are not blocked.
Do not mount the Telephony Gateway on surfaces that are sensitive to heat and/or
which may be damaged by the heat generated by the modem, its power supply, or other
accessories.
FCC Part 15
This equipment has been tested and found to comply with the requirements for a Class B
digital device under Part 15 of the Federal Communications Commission (FCC) rules.
These requirements are intended to provide reasonable protection against harmful
interference in a residential installation. This equipment generates, uses and can radiate
radio frequency energy and, if not installed and used in accordance with the instructions,
may cause harmful interference to radio communications. However, there is no guarantee
that interference will not occur in a particular installation. If this equipment does cause
harmful interference to radio or television reception, which can be determined by turning
the equipment off and on, the user is encouraged to try to correct the interference by one
or more of the following measures:
Reorient or relocate the receiving antenna.
Increase the separation between the equipment and receiver.
Connect the equipment into an outlet on a circuit different from that to which the
receiver is connected.
Consult the dealer or an experienced radio/TV technician for help.
WARNING
Changes or modifications to this equipment not expressly approved by the party responsible for
compliance could void the user’s authority to operate the equipment.
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Chapter 2: Safety Requirements
RF Exposure
This equipment complies with FCC radiation exposure limits set forth for an uncontrolled
environment. This equipment should be installed and operated with minimum distance of
7.9 inches (20cm) between the radiator and your body. This transmitter must not be co-
located or operating in conjunction with any other antenna or transmitter.
Industry Canada Compliance
Under Industry Canada regulations, this radio transmitter may only operate using an
antenna of a type and maximum (or lesser) gain approved for the transmitter by Industry
Canada. To reduce potential radio interference to other users, the antenna type and its gain
should be so chosen that the equivalent isotropically radiated power (e.i.r.p.) is not more
than that necessary for successful communication.
This device complies with Industry Canada license-exempt RSS standard(s). Operation is
subject to the following two conditions: (1) this device may not cause interference, and (2)
this device must accept any interference, including interference that may cause undesired
operation of the device.
For Mexico
The operation of this equipment is subject to the following two conditions: (1) This
equipment or device cannot cause harmful interference and (2) this equipment or device
must accept any interference, including interference that may cause some unwanted
operation of the equipment.
European Compliance
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
Gateway 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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Chapter 3
Getting Started
About Your New Telephony Gateway
The Touchstone TG2472 Telephony Gateway is DOCSIS compliant with the following
features:
Speed: much faster than dialup or ISDN service; up to eight times faster than DOCSIS
2.0 cable modems.
Convenience: supports Ethernet and 802.11a/b/g/n/ac wireless connections; both can
be used simultaneously
Flexibility: provides two independent lines of telephone service as well as high speed
data
Compatibility:
•Data services: DOCSIS 3.0 compliant and backward-compatible with DOCSIS 2.0
or 1.1; supports tiered data services (if offered by your cable -company)
•Telephony services: PacketCable™ 2.0 compliant
The TG2472 provides:
Wireless 802.11a/b/g/n/ac connectivity
Four Ethernet ports for connections to non-wireless devices
Up to two lines of telephone service
Integrated MoCA 2.0 home networking
DOCSIS 3.0 compliant with Li-Ion backup battery
One USB host port (future support for external USB devices)
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 Gateway
Power Cord
Battery (not included with all models)
Wireless Connection Configuration Guide
Ethernet Cable
End User License Agreement
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Chapter 3: Getting Started
Items You Need
If you are installing the Telephony Gateway yourself, make sure you have the following
items on hand before continuing:
Telephony Gateway package: see What's in the Box (page 10) for a list of items in
the package.
Coaxial cable (coax): This is a round 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 Gateway. The coax should be long
enough to reach from your Telephony Gateway to the nearest cable outlet.
Note: For best performance, use high-quality RG-6 type coax cable and minimize or
eliminate splitters between the cable jack and the Data Gateway.
Phone Cable: 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 Gateway and
TV to the splitter.
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Chapter 3: Getting Started
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.
Getting Service
Before trying to use your new Telephony Gateway, contact your local cable company to
establish an Internet account and telephone service. When you call, have the following
information ready:
the Telephony Gateway serial number and cable MAC addresses of the unit (printed on
the Telephony Gateway)
the model number of the Telephony Gateway (printed on the Telephony Gateway)
If the Telephony Gateway was provided by your cable company, they already have the
required information.
In addition, you should ask your cable company the following questions:
Do you have any special system requirements or files that I need to download after I
am connected?
When can I start using my Telephony Gateway?
Do I need a user ID or password to access the Internet or my e-mail?
Will my phone number(s) change?
What new calling features will I have and how do I use them?
System Requirements
The Touchstone Telephony Gateway 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 Gateway, you need DOCSIS high-speed Internet service from your
cable company. Telephone service requires that the cable company has PacketCable
support.
Recommended Hardware
The following hardware configuration is recommended. Computers not meeting this
configuration can still work with the TG2472, but may not be able to make maximum use
of TG2472 throughput.
CPU: P4, 3GHz or faster
RAM: 1GB or greater
Hard drive: 7200 RPM or faster
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Chapter 3: Getting Started
Ethernet: Gig-E (1000BaseT)
Windows
Windows XP , Windows Vista, Windows 7, or Windows 8. A supported Ethernet or
wireless LAN connection must be available.
MacOS
System 7.5 to MacOS 9.2 (Open Transport recommended) or MacOS X. A supported
Ethernet or wireless LAN connection must be available.
Linux/other Unix
Hardware drivers, TCP/IP, and DHCP must be enabled in the kernel. A supported
Ethernet or wireless LAN connection must be available.
About this Manual
This manual covers the Touchstone TG2472 Telephony Gateway. The model number is on
the label affixed to the Telephony Gateway.
1. Model Number
2. Security Label
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Chapter 3: Getting Started
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:
Keep the operating system of your computer updated with the latest security patches.
Run the system update utility at least weekly.
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 Gateway. 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.
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.
The TG2472 ships with wireless LAN security set by default (for the same reasons that
you should run only secured proxies). See the security label on your product for the
factory security settings. If you need to modify the default wireless security settings, see
Configuring Your Wireless Connection.
Ethernet or Wireless?
There are two ways to connect your computer (or other equipment) to the Telephony
Gateway. 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). You can use the Ethernet connection if your computer has built-in
Ethernet hardware.
Note: To connect more than four computers to the TG2472 through the Ethernet ports, you
need an Ethernet hub (available at computer retailers).
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Chapter 3: Getting Started
The Telephony Gateway package comes with one 4-foot (1.2m) 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 Gateway directly to a
computer, or to an Ethernet hub with a cross-over switch, ask for Category 5e (CAT5e)
straight-through cable. CAT5e cable is required for gigabit Ethernet (Gig-E), not regular
CAT5 cable.
Wireless
Wireless access lets you connect additional (wireless-capable) devices to Telephony
Gateway. The 802.11 wireless LAN standard allows one or more computers to access the
TG2472 using a wireless (radio) signal. These connections are in addition to the
connections supported via Ethernet.
Note: You can use the wireless connection if your computer has a built-in or aftermarket
plug-in wireless adapter. To learn more about which wireless hardware works best with your
computer, see your computer dealer.
Both
If you have two or more computers, you can use Ethernet for up to four devices and
wireless for the others. To connect five or more computers to the Ethernet ports, you will
need an Ethernet hub (available at computer retailers.)
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Chapter 4
Battery Installation and Removal
Introduction
The TG2472 Telephony Gateway supports a Lithium-Ion backup battery to provide
continued telephone service during power outages. The battery backup is not intended to
take the place of AC power.
Note: For safety and regulatory purposes, batteries are shipped outside of the Telephony
Gateway and must be installed.
The TG2472 supports the following battery models:
Basic backup battery: provides up to 4 hours of backup time, depending on your
Telephony Gateway model and usage. It may be light gray or black.
Basic Backup Battery (Gray)
Basic Backup Battery (Black)
Refer to Basic Battery Installation and Replacement (page 17).
Extended backup battery: provides up to 8 hours of backup time, depending on model
and usage. It has a strap between the battery guides. This is the standard battery for the
TG2472.
Extended Backup Battery
Refer to Extended Battery Installation and Replacement (page 18).
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Chapter 4: Battery Installation and Removal
Your cable company may include a backup battery with your Telephony Gateway. You can
order any of the batteries shown here at http://www.arrismodemsite.com.
Basic Battery Installation and Replacement
This model of the Telephony Gateway has the ability to provide continued telephone
service during power outages. The battery backup is not intended to take the place of AC
power.
Use this procedure to install and to replace the backup battery.
1. Press down and pull back on the latch holding the battery door (on the bottom of the
Telephony Gateway). Pull the door toward you. Set the door aside in a safe place.
1 - Latch End
CAUTION
Risk of equipment damage
Improperly inserting the battery may damage the battery connector in the Telephony
Gateway. Carefully follow the instructions in the next step to avoid damage.
2. Hold the battery pack so that the guides on the battery align with the slots on the
Telephony Gateway and slide the battery into the bay.
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Chapter 4: Battery Installation and Removal
1 - Battery Slots
2 - Battery Guides
Note: Batteries will not insert completely into the Telephony Gateway if not oriented
correctly. The battery should slide into the bay without significant force. Line up the guides on
the battery with the slots in the battery bay.
3. Push the battery pack into the bay until it seats into place. If you are taking the
battery out of the Telephony Gateway, position your finger in the battery
opening area and use leverage to dislodge the battery while pulling it
straight back.
Note: The Telephony Gateway will not begin operating until you apply AC power.
4. Replace the door. To do so, place the hinge tabs of the battery door into the receiver
slots inside the Telephony Gateway battery compartment on the opposite end of the
battery opening. Rotate the door toward the unit until the latch snaps back into place.
1 - Battery Compartment
2 - Receiver Slot
3 - Hinge Tab
Note: Telephony Gateways use a Lithium-Ion battery pack. Please recycle or dispose of the
battery responsibly and in accordance with local ordinances.
Extended Battery Installation and Replacement
This model of the Telephony Gateway has the ability to provide continued telephone
service during power outages. The battery backup is not intended to take the place of AC
power.
Use this procedure to install or replace the backup battery.
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Chapter 4: Battery Installation and Removal
1. Press down and pull back on the latch holding the battery door (on the bottom of the
Telephony Gateway). Pull the door toward you. Set the door aside in a safe place.
1 - Latch End
CAUTION
Risk of equipment damage
Improperly inserting the battery may damage the battery connector in the Telephony
Gateway. Carefully follow the instructions in the next step to avoid damage.
2. Hold the battery pack so that the guides on the battery align with the slots on the
Telephony Gateway and slide the battery into the bay.
1 - Battery Slots
2 - Battery Guides
3 - Battery Pull Strap
Note: Batteries will not insert completely into the Telephony Gateway 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.
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Chapter 4: Battery Installation and Removal
3. Push the battery pack into the bay until it latches into place. If you are taking the
battery out of the Telephony Gateway, use the battery pull strap to dislodge
the battery.
Note: The Telephony Gateway will not begin operating until you apply AC power.
4. Replace the door. To do so, place the tabs of the battery door into the slot inside the
Telephony Gateway battery compartment. Rotate the door toward the front of the
Telephony Gateway until the latch snaps back into place.
1 - Battery Compartment
2 - Receiver Slot
3 - Hinge Tab
Note: Telephony Gateways use a Lithium-Ion battery pack. Please recycle or dispose of the
battery responsibly and in accordance with local ordinances.
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