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Chapter 7:

Troubleshooting

Final 1.0 October 2018

Touchstone TG3442S Telephony Gateway User Guide

© 2018 ARRIS Enterprises LLC. All Rights Reserved.

44

Using the TG3442S UI for Debugging Issues

The TG3442S UI supports troubleshooting capability when experiencing Internet connectivity
issues using network diagnostics tools such as Ping and Traceroute. These features enable
the user to locate the cause of the issue (residing with the TG3442S Home Gateway or
service provider network).

Some examples:

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Summary of Contents for TG 3442

Page 1: ...Touchstone TG3442S Telephony Gateway User Guide Final 1 0 October2018 October 2018 ARRIS TG 3442 ...

Page 2: ...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 or 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...

Page 3: ...requirements 11 Recommended hardware 11 Windows 11 macOS 11 Linux Unix 11 About this manual 11 What about security 12 Ethernet or wireless 12 Connect Your WPS Enabled Wireless Device 13 4 Install connect and configure your Telephony Gateway 15 Front panel 16 Rear panel 17 Access the configuration interface 18 Web UI Login 19 Parental Control URL Content filtering 23 Port Forwarding 26 NTP 27 UPnP ...

Page 4: ...et up your computer to use the Telephony Gateway 39 Indicator Lights for the TG3442S 39 Phone LED 39 Internet LED 39 WPS LED 40 WiFi LED 40 Power LED 40 7 Troubleshooting 41 The Telephony Gateway is plugged in but the power light is off 41 I m not getting on the Internet all connections 41 I m not getting on the Internet Ethernet 41 I m not getting on the Internet wireless 42 My wireless Internet ...

Page 5: ...ouchstone TG3442S 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 TG3442S Telephony Gateway provides four Ethernet connections for use as the hub of your home office Local Area Network LAN The TG3442S also provides 802 11a b g n ac wireless connectivity for enhan...

Page 6: ...Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 6 Installation is simple and your service provider will provide assistance to you for any special requirements Get support If you need assistance with your ARRIS product please contact your service provider ...

Page 7: ...t position If the device is operated while it is lying down or if the ventilation openings are blocked the device could be permanently damaged leading to diminished performance 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...

Page 8: ...rough 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 moun...

Page 9: ...is recommended only during vacations or similar extended absences Disabling Wi Fi Wi Fi is automatically enabled on your Telephony Gateway but you can disable the Wi Fi operation of your device in your home If you choose to do so please complete one the following steps 1 Via the WebUI of your device disable the Wi Fi options 2 If your service provider operates a community Wi Fi service that might ...

Page 10: ...ines of telephone service as well as high speed data Compatibility Data services DOCSIS 3 1 compliant and backward compatible with DOCSIS 3 0 2 0 or 1 1 supports tiered data services if offered by your service provider Telephony services PacketCable 2 0 compliant SIP and NCS The TG3442S provides Wireless 802 11a b g n ac connectivity Four Ethernet ports for connections to non wireless devices Up t...

Page 11: ...ware configuration is recommended Computers not meeting this configuration can still work with the TG3442S but may not be able to make maximum use of TG3442S 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 Windows 10 or Android OS for mobile devices A supported Ethernet or wireless LAN connection m...

Page 12: ...at 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 service provider may suspend your account to protect the rest of the network The TG3442S ships with wireless LAN security set by default for the same reasons that yo...

Page 13: ...uter 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 Connect Your WPS Enabled Wireless Device You can use the Wi Fi Protected Setup WPS button on the Telephony Gateway to connect your WPS enable...

Page 14: ...way User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 14 3 If applicable press the WPS button on your WPS enabled computer or other WPS enabled wireless device Repeat step 3 for each additional WPS enabled wireless device that you want to connect to your wireless network ...

Page 15: ...rved 15 Chapter 4 Install connect and configure your 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 ...

Page 16: ...dicates internet data transmission status 3 WPS button LED begins associating the Telephony Gateway with a wireless device The LED indicates that Wireless Protected Setup WPS is active 4 WiFi button LED switches the wireless LAN on or off The LED indicates the status of the wireless LAN 5 Power indicates whether power is available to the Telephony Gateway Important When the LEDs sequence one by on...

Page 17: ...nd Wi Fi lights will be lit Rear panel The rear of the Telephony Gateway has the following connectors and controls 1 Reset button resets the Telephony Gateway as if you power cycled the unit Use a pointed non metallic object to press this button 2 Tel 1 2 connectors for phone lines 3 USB USB host connector future support for external USB devices 4 Ethernet 1 4 connectors for use with a computer LA...

Page 18: ...ct to the wireless LAN using its network name SSID 2 If you cannot access the wireless LAN you must first establish a wired Ethernet connection between your computer and the TG3442S 3 Open a web browser and navigate to http 192 168 0 1 to access the wireless router setup The Login screen appears Note The configuration interface enters a username automatically You will be able to choose a password ...

Page 19: ...prises LLC All Rights Reserved 19 Web UI Login ARRIS TG3442S uses a wizard to help end users configure the device UI password and Wi Fi Network such as SSID Security etc The below steps and UI pictures can help guide end users to how setup the Wi Fi Network This wizard provides recommendations towards the end user on how to configure the New Password ...

Page 20: ...Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 20 To proceeded the end user shall enter the code and press Next Step Please note the code as shown below is illustrative Please enter the code as shown on the wizard of your own TG3442S device ...

Page 21: ...er Guide 2018 ARRIS Enterprises LLC All Rights Reserved 21 To configure the Wi Fi network complete the wizard below Next click the Next Step button The user can configure the TG3442S manually to a specific time zone or automatic When set to automatic the TG3442S will synchronize time and date automatically through the network ...

Page 22: ... Telephony Gateway Final 1 0 October 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 22 Next click on Finish and the home page UI will open which enables the end user to login through the WebUI ...

Page 23: ...Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 23 Parental Control URL Content filtering The TG3442S provides parental control capability by enabling the user to block content based URL and or prohibit searches for specific Keywords URL and keywords searches can be set permanently or be time based ...

Page 24: ...Chapter 4 Install connect and configure your Telephony Gateway Final 1 0 October 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 24 ...

Page 25: ...d configure your Telephony Gateway Final 1 0 October 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 25 The examples below show how to block searches based on a specific keyword ...

Page 26: ...lation NAT that redirects a communication request from one address and port number combination to another while the packets are traversing a network gateway such as the TG3442S The examples as below show how port forwarding can be setup on the TG3442S Once the pre defined or customized service by setting a specific protocol port range has been configured the end user should next physically connect...

Page 27: ... October 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 27 NTP TG3442S supports NTP Network Time Protocol which enables the TG3442S to synchronise time with a network based NTP source Up to 3 timeservers can be configured ...

Page 28: ... online gaming applications which automatically opens or closes specific ports DMZ DMZ is a physical or logical subnetwork that contains and exposes an organization s external facing services to the Internet The purpose of a DMZ is to add an additional layer of security to an organization s local area network LAN An external network can access those IPv4 or IPv6 hosts exposed in the DMZ while the ...

Page 29: ...ephony Gateway Final 1 0 October 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 29 Service Mac Filtering ARRIS TG3442S enables end users to manage services and devices connected to the LAN Network ...

Page 30: ...ctober 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 30 Within the Managed Devices section of the UI end users can allow or block broadband service for all or selective devices permanently or for a configurable time window ...

Page 31: ...2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 31 LAN Configuration This section outlines how to configure the DHCP Server IPv4 and IPv6 configuration In includes IP subnet range default GW and DNS server IP address configurations ...

Page 32: ...Chapter 4 Install connect and configure your Telephony Gateway Final 1 0 October 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 32 ...

Page 33: ...igure your Telephony Gateway Final 1 0 October 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 33 The TG3442S supports the option to limit the LAN port connection speed and duplex mode ...

Page 34: ...tober 2018 Touchstone TG3442S Telephony Gateway User Guide 2018 ARRIS Enterprises LLC All Rights Reserved 34 Dynamic DNS One common feature is Dynamic DNS ARRIS TG3442S supports both a pre defined list of DynDNS servers and enables users to configure a customized DNS hostname ...

Page 35: ...hat decreasing the range of your wireless network may be beneficial as long as the decreased range is sufficient for your needs By limiting your network s range you reduce interference with other networks and make it harder for unwanted users to find and connect to your network Note Setting the transmit power level to High increases the range Setting it to Medium or Low decreases the range proport...

Page 36: ...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 Configure TCP IP for Windows Vista page 36 Configure TCP IP...

Page 37: ...Right click on your local area connection icon and select Properties to open the Properties window 5 Select Internet Protocol Version 4 TCP IPv4 and click Properties to configure TCP IPv4 Note If your service provider requires TCP IP version 6 select Internet Protocol Version 6 TCP IPv6 and click Properties to configure TCP IPv6 The TCP IP properties window for the version you selected appears 6 F...

Page 38: ...e Using DHCP from the Configure IPv4 menu 6 If necessary click the Renew DHCP Lease button 7 Close the System Properties application TCP IPv4 configuration is completed 8 If you are using TCP IPv6 click Configure IPv6 near the bottom of the previous window 9 Choose Automatically from the Configure IPv6 drop down menu and click OK 10 Close the System Properties application ...

Page 39: ...er to use the Telephony Gateway Follow the instructions in the information packet supplied by your service provider Contact your service provider if you need help setting up your computer Indicator Lights for the TG3442S The Telephony Gateway has LED indicator lights to assist in troubleshooting Phone LED The following table shows light patterns for the Phone LED during normal operation Event LED ...

Page 40: ...hows light patterns for the WPS LED during normal operation Event LED Status WiFi switched off Off Synchronizing WPS White fast blink WiFi LED The following table shows light patterns for the WiFi LED during normal operation Event LED Status WiFi switched off Off WiFi switched on White Steady WiFi data is being transmitted White blinking WiFi disabled due to scheduling Off Power LED The following ...

Page 41: ...Telephony Gateway 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 service provider for assistance Check your cable connections Connectors should be tight The coax cable should not be pinched kinked or bent sharply any of these can cause a break or short in the ...

Page 42: ...name of your wireless LAN in the connection utility Change your security mode to disabled Enable one of the other security modes as soon as you find the problem A misconfiguration could lock out all access to the Telephony Gateway router If you think this has happened see Resetting the Telephony Gateway to factory defaults page 40 My wireless Internet connection stops working occasionally This is ...

Page 43: ...ernet but everything is slow If the website 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 Other communications on the LAN or interference with wireless connections may slow down the connection ...

Page 44: ...4 Using the TG3442S UI for Debugging Issues The TG3442S UI supports troubleshooting capability when experiencing Internet connectivity issues using network diagnostics tools such as Ping and Traceroute These features enable the user to locate the cause of the issue residing with the TG3442S Home Gateway or service provider network Some examples ...

Page 45: ...oblem 1 Is the Power LED lit If not check to make sure the Telephony Gateway is plugged in and the outlet has power Use only the external AC power adapter if provided and power cord included with the equipment If the LED is lit go to the next step 2 Is the Internet LED lit If not check the coax connection at the Telephony Gateway and the wall Ensure they are connected and tight If they are and you...

Page 46: ... 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 5 Is the Telephony Gateway plugged into a wall outlet If so unplug the phone connector at the back of the Telephony Gateway and plug in a known working phone If you now have dial tone the problem is w...

Page 47: ...ble 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 D DHCP 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 service provider ...

Page 48: ...le networks a master headend often feeds several remote headends to provide distributed services HTTP HyperText Transfer Protocol Hub A box with several Ethernet connectors Ethernet hubs provide a common point of contact for all connected devices I IP address A number assigned to your computer by your service provider used to identify your computer to other systems on the Internet ISDN Integrated ...

Page 49: ...le An RJ 45 connector looks like a wide RJ 11 telephone connector S 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 Gateway You can buy a splitter from any electronics retailer and most discount stores SSID Service Set IDentifier A string of text up to 3...

Page 50: ...Wired Equivalent Privacy A common standard for encrypting data sent over a wireless LAN WPA Wi fi Protected Access A standard for encrypting data sent over a wireless LAN WPA offers improved security over WEP ...

Page 51: ...Corporate Headquarters ARRIS Suwanee Georgia 30024 USA T 1 678 473 2000 F 1 678 473 8470 www arris com ...

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