Arris Touchstone TG2492 User manual

Touchstone TG2492 Telephony
Gateway
User Guide
Release 24 STANDARD 1.2 April 2016
April 2016

Touchstone TG2492 Telephony Gateway User Guide
Release 24 STANDARD 1.2
ARRIS Copyrights and Trademarks
© ARRIS Enterprises, LLC, 2015-2016. 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, LLC. (“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, LLC. 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.

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Table of Contents
1. Safety Requirements............................................................................................... 5
European Compliance........................................................................................................ 6
Energy Consumption................................................................................................. 7
2. Overview ................................................................................................................ 8
Introduction ....................................................................................................................... 8
Getting Support ................................................................................................................. 9
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....................................................................................... 13
Windows ................................................................................................................. 13
Mac OS.................................................................................................................... 13
Linux/Unix ............................................................................................................... 13
About this Manual ........................................................................................................... 14
What about Security........................................................................................................ 14
Ethernet or Wireless?...................................................................................................... 15
4. Installing and Connecting your Telephony Gateway............................................... 17
Front Panel ...................................................................................................................... 18
Rear Panel........................................................................................................................ 19
Selecting an Installation Location.................................................................................... 20
Desktop Mounting Instructions .............................................................................. 20
Factors Affecting Wireless Range ........................................................................... 20
Connecting the Telephony Gateway ............................................................................... 22
Configuring Your Wireless Connection............................................................................ 23
Accessing the Configuration Interface.................................................................... 24
Setting Parental Controls................................................................................................. 25
Finding the MAC Address of a Computer ............................................................... 25
Making Your Parental Control Settings................................................................... 25
5. Configuring Your Ethernet Connection................................................................... 28
Requirements .................................................................................................................. 28
How to use this Chapter .................................................................................................. 28

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TCP/IP Configuration for Windows XP............................................................................. 28
TCP/IP Configuration for Windows Vista......................................................................... 29
TCP/IP Configuration for Windows 7, Windows 8, or Windows 10 ................................ 29
TCP/IP Configuration for Mac OS X ................................................................................. 30
6. Using the Telephony Gateway............................................................................... 31
Setting up Your Computer to Use the Telephony Gateway ............................................ 31
Indicator Lights for the TG2492....................................................................................... 32
Wiring Problems ..................................................................................................... 32
Patterns: Normal Operation (LAN and Telephone) ................................................ 33
Patterns: Normal Operation (WAN) ....................................................................... 33
Patterns: Startup Sequence .................................................................................... 34
Using the Reset Button ........................................................................................... 35
Resetting the Telephony Gateway to Factory Defaults.......................................... 36
7. Troubleshooting.................................................................................................... 37
The Telephony Gateway is plugged in, but the Power light is Off .................................. 37
I'm not getting on the Internet (all connections) ............................................................ 37
I'm not getting on the Internet (Ethernet) ...................................................................... 37
I'm not getting on the Internet (Wireless)....................................................................... 38
My wireless Internet connection stops working sometimes .......................................... 38
I can get on the Internet, but everything is slow ............................................................ 38
I don't have a dial tone when I pick up the phone - why? .............................................. 38
8. Glossary................................................................................................................ 40

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Chapter 1
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!
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 the external AC power adapter (if provided) and power cord included with the
equipment.
Equipment should be installed near the power outlet and should be easily accessible.

Chapter 1: Safety Requirements
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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.
European Compliance
This product complies with the provision of the Radio and Telecommunication Terminal
Equipment (R&TTE) Directive (1999/5/EC), the Electromagnetic Compatibility (EMC) Directive
(2014/30/EU), and the Low Voltage Directive (2014/35/EU). 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 Solutions, UK, 710
Wharfedale Rd, Winnersh, Wokingham RG41 5TP, United Kingdom.
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.

Chapter 1: Safety Requirements
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Energy Consumption
In accordance with Ecodesign Directive 2009/125/EC, this device is equipped with a power
switch. The following energy consumption figures apply (measured with a wattmeter at the
outlet):
Switch State Power Consumption
OFF 0.3 W
ON 12.0 W (idle)
15.3 W (typical)
Note: In most instances, ARRIS recommends that the power switch remain in the ON position
at all times. Turning the switch OFF disables the device, including both data service (wireless
and wired) and telephone service. Turning the switch OFF is recommended only during
vacations or similar extended absences.

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Chapter 2
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 TG2492 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.
The Touchstone TG2492 Telephony Gateway provides four Ethernet connections for use as
the hub of your home/office Local Area Network (LAN). The TG2492 also provides
802.11a/b/g/n/ac wireless connectivity for enhanced mobility and versatility. In addition, the
TG2492 provides for up to two separate lines of telephone service.

Chapter 2: Overview
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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/consumers.

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Chapter 3
Getting Started
About Your New Telephony Gateway
The Touchstone TG2492 Telephony Gateway is DOCSIS and Euro-DOCSIS compliant with the
following features:
Speed: up to twenty four 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 and Euro-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 TG2492 provides:
2.4 GHz radio and 5 GHz radio for wireless 802.11a/b/g/n/ac connectivity
Four Ethernet ports for connections to non-wireless devices
Up to two lines of telephone service
DOCSIS 3.0 and Euro-DOCSIS 3.0 compliant
One USB host port (supported features determined 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 Gateway
External AC Power Adapter and Power Cord
Wireless Connection Configuration Guide
Ethernet Cable
End User License Agreement

Chapter 3: Getting Started
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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.

Chapter 3: Getting Started
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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.
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.

Chapter 3: Getting Started
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Recommended Hardware
The following hardware configuration is recommended. Computers not meeting this
configuration can still work with the TG2492, but may not be able to make maximum use of
TG2492 throughput.
CPU: P4, 3GHz or faster
RAM: 1GB or greater
Hard drive: 7200 RPM or faster
Ethernet: Gig-E (1000BaseT)
Windows
Windows Vista, Windows 7, Windows 8, or Windows 10. A supported Ethernet or wireless
LAN connection must be available.
Mac OS
System 7.5 to Mac OS 9.2 (Open Transport recommended) or Mac OS X. A supported Ethernet
or wireless LAN connection must be available.
Linux/Unix
Hardware drivers, TCP/IP, and DHCP must be enabled in the kernel. A supported Ethernet or
wireless LAN connection must be available.

Chapter 3: Getting Started
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About this Manual
This manual covers the Touchstone TG2492 Telephony Gateway. The model number is on the
label affixed to the Telephony Gateway.
1. Model Number
2. Security Label
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.

Chapter 3: Getting Started
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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 TG2492 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 (page 23).
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 TG2492 through the Ethernet ports, you
need an Ethernet hub (available at computer retailers).
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

Chapter 3: Getting Started
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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 TG2492 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
Installing and Connecting your Telephony Gateway
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.
If you have ordered service, your cable company should configure the Telephony Gateway
automatically. You need only follow the instructions in this section to install and connect the
Telephony Gateway.
CAUTION
Risk of equipment damage
Only qualified installation technicians should connect the Telephony Gateway to house wiring.
Incumbent telephone service must be physically disconnected at the outside interface box
before making any connections.

Chapter 4: Installing and Connecting your Telephony Gateway
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Front Panel
The front of the Telephony Gateway has the following indicators.
1. Power: indicates whether AC power is available to the unit.
2. US/DS: indicates upstream/downstream connectivity.
3. Online: indicates internet data transmission status.
4. 2.4 GHz: indicates the status of the 2.4 GHz wireless LAN.
5. 5 GHz: indicates the status of the 5 GHz wireless LAN.
6. Tel 1: indicates the status of telephone line 1.
7. Tel 2: indicates the status of telephone line 2.
8. WPS Button/LED: begins associating the Telephony Gateway with a wireless device. LED
indicates Wireless Protected Setup (WPS) is active.

Chapter 4: Installing and Connecting your Telephony Gateway
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Rear Panel
The rear of the Telephony Gateway has the following connectors and controls.
1. Tel 1: connector for the first phone line.
2. Tel 2: connector for the second phone line.
3. Ethernet (1 - 4): connectors for use with a computer LAN port.
4. Reset button: resets the Telephony Gateway as if you power cycled the unit. Use a
pointed non-metallic object to press this button.
5. USB: USB host connector - supported features determined by your cable company.
6. Cable: connector for the coaxial cable.
7. Power: connector for the power cord.
8. Power switch: power on/off switch

Chapter 4: Installing and Connecting your Telephony Gateway
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Selecting an Installation Location
There are a number of factors to consider when choosing a location to install your Telephony
Gateway:
Is an AC outlet available nearby? For best results, the outlet should not be switched and
should be close enough to the Telephony Gateway that extension cords are not required.
Is a cable jack available? For best performance, keep the number of splitters between the
jack and cable drop to a minimum. Each splitter attenuates (reduces) the signal available
to the Telephony Gateway. A large number of splitters can slow down the Internet
connection and even affect your telephone service.
Can you easily run cables between the Telephony Gateway’s location and the phones?
If you are connecting devices to the Ethernet ports, can you easily run cables between the
Telephony Gateway’s location and those devices?
If you want to install the Telephony Gateway on a desktop, is there enough space on
either side to keep the vents clear? Blocking the vents may cause overheating.
How close are your wireless devices? The Telephony Gateway wireless connection range is
typically 100–200 feet (30m–65m). A number of factors can affect connection range, as
described below.
Desktop Mounting Instructions
Position the Telephony Gateway so that:
it stands vertically on its base (Do not lay it flat on its side.)
air flows freely around it
the back faces the nearest wall
it will not fall to the floor if bumped or moved
the ventilation holes on the sides of the unit are not blocked
Factors Affecting Wireless Range
A number of factors can affect the usable range for wireless connections.
Increases range 
Raising the unit above the devices (for example, installing the Telephony
Gateway in the upper floor of a multi-story dwelling)
Adding a wireless extender to the network
Decreases range Lowering the unit below the devices (for example, installing the
Telephony Gateway in a basement)
Metal or concrete walls between the Telephony Gateway and other
devices
Large metal appliances, aquariums, or metal cabinets between the
Telephony Gateway and other devices
Interference and RF noise (2.4 GHz wireless phones, microwave ovens,
or other wireless networks)