Troubleshooting
If you have a data or telephony problem, try these tips before calling your cable
operator for assistance.
Touchstone™
Telephony Modem
Quick Start Guide Model 402P & 402Q
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.
Problem
Possible Fixes
Data and telephone ser-
vices are out
•
Check power connections.
•
Check cable connections (is the TV working?).
• If yes, press the reset button, if no, contact the MSO
Data service is not working
using the USB port (Win-
dows ME, Windows 2000,
and Windows XP), tele-
phones work
•
Check the USB cable connections. Disconnect and reconnect the USB
cable from the Telephony Modem and computer.
•
If you are using a powered USB hub, ensure the hub is turned on.
•
Did you load the USB drivers? If not, load the drivers.
•
Press the
Standby
button on the front of the Telephony Modem until
the
DS, US
and
Online
LEDs are all on.
•
Reboot the Computer.
•
Press the
Reset
button on the back of the Telephony Modem.
Data service is not working
using the USB port (Win-
dows 98SE), telephones
work
•
Attempt recovery action listed above.
•
Reinstall USB drivers by following these steps:
•Disconnect the USB cable between the Computer and the Telephony
Modem.
•Use the ARRIS Uninstall utility (remove.exe on the ARRIS driver CD)
to remove the improperly-installed driver.
•Reboot the Computer.
•Reinstall the USB drivers.
Data service is out
(Ethernet), telephones
work
•
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
PC or hub.
•
If you are using a hub, is the hub turned on?
•
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.
Telephone service is out,
data works
•
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.
•
On remote and powered phones, check power and battery status.
•
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.
USB
Ethernet
Note
: Always
connect RF before
connecting power.
Note
: AC
power must be
connected for bat-
tery to charge
OR
Computer
Computer
1
2
3
4
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
