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OL-29163-01

Introduction

This chapter describes the most common issues that may occur after
the Residential Gateway is installed and provides possible solutions

and tips for improved performance of the Residential Gateway.

Chapter 6

Troubleshooting the

Residential Gateway

In This Chapter



Frequently Asked Questions .............................................................48



Common Troubleshooting Issues .....................................................54



Tips for Improved Performa nce ........................................................56

Summary of Contents for Comcast Xfinity DPC3939

Page 1: ...O L 2 9 1 6 3 0 1 Cisco Model DPC3939 DOCSIS 3 0 16x4 Wireless Residential Voice Gateway User Guide ...

Page 2: ......

Page 3: ...Please Read Important Read this entire guide If this guide provides installation or operation instructions give particular attention to all safety statements included in this guide ...

Page 4: ...g by implication estoppel or otherwise any license or right under any copyright or patent whether or not the use of any information in this document employs an invention claimed in any existing or later issued patent Disclaimer The maximum performance for wireless is derived from IEEE Standard 802 11 specifications Actual performance can vary including lower wireless network capacity data throughp...

Page 5: ...to change without notice No part of this publication may be reproduced or transmitted in any form by photocopy microfilm xerography or any other means or incorporated into any information retrieval system electronic or mechanical for any purpose without the express permission of Cisco Systems Inc ...

Page 6: ...re qualified to do so Notice àl attention desinstallateurs deréseaux câblés Les instructions relatives aux interventions d entretien fournies dans la présente notice s adressent exclusivement au personnel technique qualifié Pour réduire les risques de chocs électriques n effectuer aucune intervention autre que celles décrites dans le mode d emploi et les instructions relatives au fonctionnement à ...

Page 7: ...geführt sind außer Sie sind zur Durchführung solcher Arbeiten qualifiziert Avisoa losinstaladores desistemas CATV Las instrucciones de reparación contenidas en el presente aviso son para uso exclusivo por parte de personal de mantenimiento cualificado Con el fin de reducir el riesgo de descarga eléctrica no realice ninguna otra operación de reparación distinta a las contenidas en las instrucciones...

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Page 9: ...om Panel Description 8 Back Panel Description 9 Chapter 2 Installing the Residential Gateway 11 Installation Preparations 12 Install the Residential Gateway 17 Install the Battery 20 MoCA Installation Guidelines 22 Chapter 3 Configuring the Residential Gateway 25 Configure Wireless Settings 26 Chapter 4 Operation of Front Panel Indicators 37 Initial Power Up Calibration and Registration AC Power a...

Page 10: ...the Battery 43 Location of the Battery 44 Battery Maintenance 45 Chapter 6 Troubleshooting the Residential Gateway 47 Frequently Asked Questions 48 Common Troubleshooting Issues 54 Tips for Improved Performance 56 Chapter 7 Customer Information 57 ...

Page 11: ...ith the cart stand tripod bracket or table specified by the manufacturer or sold with the apparatus When a cart is used use caution when moving the cart apparatus combination to avoid injury from tip over 13 Unplug this apparatus during lightning storms or when unused for long periods of time 14 Refer all servicing to qualified service personnel Servicing is required when the apparatus has been da...

Page 12: ... Connection to grounding electrodes Requirements for the grounding electrodes see the following antenna grounding diagram as recommended by NEC ANSI NFPA 70 WARNING Avoid electric shock and fire hazard Do not locate an outside antenna system in the vicinity of overhead power lines or power circuits Touching power lines or circuits might be fatal Protect theProductfrom Lightning In addition to disc...

Page 13: ...m your service provider Battery Safety Insert batteries correctly There may be a risk of explosion if the batteries are incorrectly inserted Do not attempt to recharge disposable or non reusable batteries Please follow instructions provided for charging rechargeable batteries Replace batteries with the same or equivalent type that we recommend Do not expose batteries to excessive heat such as sunl...

Page 14: ...be placed on this apparatus WARNING Avoid electric shock and fire hazard Unplug this product before cleaning Do not use a liquid cleaner or an aerosol cleaner Do not use a magnetic static cleaning device dust remover to clean this product WARNING Avoid electric shock and fire hazard Never push objects through the openings in this product Foreign objects can cause electrical shorts that can result ...

Page 15: ...a telephone other than a cordless type during an electrical storm There may be a remote risk of electric shock from lightning 3 Do not use the telephone to report a gas leak in the vicinity of the leak Important Interconnected telecommunication terminal equipment for example via RJ11 must be UL listed and the connections must be made in accordance with Article 800 of the NEC CAUTION To reduce the ...

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Page 17: ...d Consult the service provider or an experienced radio television technician for help Any changes or modifications not expressly approved by Cisco Systems Inc could void the user s authority to operate the equipment The information shown in the FCC Declaration of Conformity paragraph below is a requirement of the FCC and is intended to supply you with information regarding the FCC approval of this...

Page 18: ...een evaluated for RF exposure for humans in reference to ANSI C 95 1 American National Standards Institute limits The evaluation was based in accordance with FCC OET Bulletin 65C rev 01 01 in compliance with Part 2 1091 and Part 15 27 The minimum separation distance from the antenna to general bystander is 7 9 inches 20 cm to maintain compliance Canada This system has been evaluated for RF exposur...

Page 19: ...ive This declaration is only valid for configurations combinations of software firmware and hardware supported or provided by Cisco Systems for use within the EU The use of software or firmware not supported or provided by Cisco Systems may result in the equipment no longer being compliant with the regulatory requirements ...

Page 20: ...www arcep fr pour de plus amples détails Italy This product meets the National Radio Interface and the requirements specified in the National Frequency Allocation Table for Italy Unless this wireless LAN product is operating within the boundaries of the owner s property its use requires a general authorization Please check http www comunicazioni it it for more details Questo prodotto è conforme al...

Page 21: ...tial Voice Gateway DPC3939 Purpose This guide covers the Model DPC3939 DOCSIS 3 0 16x4 Wireless Residential Voice Gateway All features described in this guide are standard to this Residential Gateway unless otherwise noted as an optional feature Audience This guide is written for the home subscriber Document Version This is the second release of this document In addition to minor editorial changes...

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Page 23: ...the benefits it offers This chapter also lists the accessories and equipment that are provided with the Residential Gateway so you can verify that you received all of these items 1 Chapter 1 Introducing the Residential Gateway In This Chapter Introduction 2 What s In the Carton 4 Front Panel Description 5 Top Panel Description 7 Bottom Panel Description 8 Back Panel Description 9 ...

Page 24: ...Residential Gateway offers the following outstanding benefits and features DOCSIS Eight bonded downstream channels with a total throughput in excess of 300 Mbps Compliant with DOCSIS 3 0 2 0 1 1 and 1 0 standards to deliver high end performance and reliability Enhanced packet processing technology to maximize performance Connections Multimedia over Coax Alliance MoCA networking over coaxial cable ...

Page 25: ...ment via web based GUI Management User configurable Parental Control blocks access to undesirable Internet sites Simplified unified home network management Advanced firewall technology deters hackers and protects the home network from unauthorized access Allows automatic software upgrades by your service provider DOCSIS compliant secure software downloads ...

Page 26: ...e missing or damaged please contact your service provider for assistance Notes A battery is needed only when voice service is enabled on the Residential Gateway You need an optional cable signal splitter and additional standard RF coaxial cables if you want to connect a VCR a Digital Home Communications Terminal DHCT or a set top converter or a TV to the same cable connection as your Residential G...

Page 27: ...r is applied to the Residential Gateway OFF when power is off to the Residential Gateway 2 US DS ON the Residential Gateway is exchanging data with the cable network Blinking indicates the downstream scan is in progress 3 ONLINE ON the Residential Gateway is registered on the network and fully operational OFF indicates the Residential Gateway has not registered on the network 4 2 4 GHz ON the wire...

Page 28: ...eted or the battery is defective or missing Notes After the Residential Gateway is successfully registered on the network the POWER US DS and ONLINE LEDs illuminate continuously to indicate that the Residential Gateway is active and fully operational The high speed data operation is disabled when operating on battery power only the telephone service if available on this model is active when operat...

Page 29: ...cates the Page feature is not active Slow blinking indicates the unit is on and communicating with registered telephone receivers only CAT iq 2 0 handsets Fast blinking indicates that the unit is transmitting data to registered handsets To register the unit with a handset press the button for 15 seconds After the unit and handset have registered press the button for up to 3 seconds to page registe...

Page 30: ...l Gateway 8 OL 29163 01 BottomPanel Description The bottom panel of your Residential Gateway contains a product information label and the door to the battery compartment 1 LABEL product information label 2 BATTERY battery compartment door ...

Page 31: ...lity at the same time Important Use only the power cord provided with your Residential Gateway CAUTION Avoid damage to your equipment Only use the power cord that is provided with your Residential Gateway 1 RESET A momentary pressing 1 2 seconds of this switch restarts the device To press this switch insert a thin object such as a paper clip into the RESET port then press and hold the switch for m...

Page 32: ...cts the Residential Gateway to selected devices For models that support USB the default is one USB port 3 TEL1 and Alarm Tel2 RJ 11 telephone ports for connecting telephones fax machines and or an analog home alarm system 4 ETHERNET Four RJ 45 Ethernet ports allow connection to the Ethernet port on your PC or network device 5 MoCA Cable F connector connects to your home coax network to provide Cab...

Page 33: ...the Residential Gateway and to connect the Residential Gateway to a computer and other devices 2 Chapter 2 Installing the Residential Gateway In This Chapter Installation Preparations 12 Install the Residential Gateway 17 Install the Battery 20 MoCA Installation Guidelines 22 ...

Page 34: ...re that your Residential Gateway operates efficiently for high speed Internet service you must have an Internet capable PC Mac or Internet appliance equipped with an Ethernet port Note You will also need an active cable input line and an Internet connection Minimum Hardware Requirements for a PC A PC with a Pentium MMX 133 or greater processor recommended 32 MB of RAM Ethernet port Minimum Hardwar...

Page 35: ...s cannot be accurately calculated With telephone devices that are not labeled each device should be connected and the ring signal should be tested before adding more devices If too many telephone devices are attached and the ring signal can no longer be heard telephone devices should be removed until the ring signal works properly Telephones fax machines and other telephone devices use the center ...

Page 36: ...ct offers Refer to Information Your Service Provider Needs on page 14 to learn how to locate the information your service provider needs to establish a high speed Internet access account for the Residential Gateway I Already Have a High Speed Internet Access Account If you have an existing high speed Internet access account you will need to give your service provider the serial number and MAC addr...

Page 37: ...________ MTA MAC Address ________________________ Telephone Service You will need to establish a telephone account with your local service provider to use your Residential Gateway for telephone service When you contact your service provider you may be able to transfer your existing telephone numbers If not then your cable telephony service provider will assign a new telephone number to enable your...

Page 38: ... that is near an existing RF coaxial connection to eliminate the need for an additional RF coaxial outlet Choose a location that is relatively protected from accidental disturbance or harm such as a closet basement or other protected area Choose a location so that there is plenty of room to guide the cables away from the Residential Gateway without straining or crimping them Choose a location that...

Page 39: ...assistance The following diagram illustrates one of the various networking options that are available to you ConnecttheResidential Gateway The following installation procedure ensures proper setup and configuration for the Residential Gateway 1 Choose an appropriate and safe location to install the Residential Gateway close to a power source an active cable connection your PC if using high speed I...

Page 40: ...er before using a splitter as a splitter may degrade the signal For more information about a MoCA installation see MoCA Installation Guidelines on page 22 4 Connect your PC to the Residential Gateway using one of the following methods Ethernet Connection Connect one end of an Ethernet cable to the Ethernet port on your PC and connect the other end to the Ethernet port on the back of the Residentia...

Page 41: ...r US DS and Online LEDs on the front panel of the Residential Gateway stop blinking and remain on continuously 7 Plug in and power on your PC and other home network devices If one or more of these devices uses wireless networking the 2 4 GHz or 5 GHz LED on the Residential Gateway should be on or blinking 8 At this point the installation is complete and you can begin surfing the Internet Note If y...

Page 42: ...maintenance refer to Maintaining the Battery on page 43 Installing theBattery Installing the battery requires no tools Follow these instructions to install the battery WARNING Fully charged high capacity rechargeable batteries should be handled with care Replace only with the battery recommended by the manufacturer Do not disassemble it or attempt to recharge the battery outside the system Do not ...

Page 43: ... Close the battery compartment door Important After you install the Residential Gateway and plug it into an AC electrical outlet as described in Install the Residential Gateway on page 17 it can take as long as 24 hours for the battery to charge fully However you can begin using your high speed Internet and telephone service immediately after installation See Normal Operations AC Power Applied on ...

Page 44: ...ts infrastructure begins at the service provider s drop cable at the first passive splitter connected to the home coax network Recommended Installation Guidelines The following guidelines are recommended for a home network prior to installation The maximum cable distance supported between the network coordinator and the last outlet is 300 feet The maximum attenuation permitted between nodes is 25 ...

Page 45: ...in to the Residential Gateway enter http 10 0 0 1 in the web address URL field of any browser and press the Enter key Then enter the following when prompted Username admin Password password 4 From the menu options go to Gateway Connections MoCA and ensure that MoCA is set to enable 5 If you have not already done so connect the coaxial cable from a wall cable outlet within the home network to the M...

Page 46: ...ed 2 4 GHz or 5 GHz should turn on At this point a MoCA node should be active in the network 8 If you have not already done so connect an Ethernet compatible device for example a set top computer or PlayStation to the Ethernet port on the Residential Gateway The ONLINE LED should turn on and the device should be ready to use 9 Follow the steps above to connect additional Residential Gateways to th...

Page 47: ...ation purposes only and may differ from the pages shown on your Residential Gateway Important If you are not familiar with the network configuration procedures detailed in this chapter contact your service provider before attempting to change any of the Residential Gateway settings 3 Chapter 3 Configuring the Residential Gateway In This Chapter Configure Wireless Settings 26 ...

Page 48: ... Network Use this page to choose the wireless network mode that the Wireless Residential Gateway will use to set up other basic features including Security mode and Network Password MAC Filter Settings Use this page to configure MAC address filtering for your wireless network separately for 2 4 GHz and 5 GHz networks Add WPS Client Use this page to manually set up and connect WPS clients with the ...

Page 49: ... Network From the Gateway Connection WiFi page click the Edit buttons in 2 4 GHz or 5GHz network to configure Network Name SSID Mode Security Mode Channel Selection and Network Password and Enable Disabling the wireless network or Broadcasting Network Name ...

Page 50: ...ult Settings to set values back to factory default values Field Label Description Wireless Network Use this setting to Enable or Disable the wireless network Network Name for 2 4 GHz SSID 1 The SSID is the name of your wireless network The SSID is used by wireless technology to identify your network from other wireless networks in the area The SSID can be up to 32 characters long The factory set S...

Page 51: ...igits Note Not all wireless adapters support WPA2 WPA is supported across a wider range of devices Whether you use WPA or WPA2 make sure to use a strong passphrase A strong passphrase is a string of random characters at least 21 characters in length Channel Selection Automatic Select Automatic factory default to have channel selected for you Manual Select Manual to select channels from the Channel...

Page 52: ...wireless devices Client devices can automatically detect the access point when this is enabled If you want to hide your network from wireless clients leave this box unselected When your network is hidden you will need to configure each of your wireless client devices manually ConfiguretheResidential Gateway forthe 5GHz Wireless Network This section describes how to configure wireless settings for ...

Page 53: ...tial Gateway The factory set SSID is a unique identity and does not need to be changed unless you choose to do so Mode Choose one of these options for the network mode 802 11 a n 801 11 n Important The following Security mode is recommended WPAWPA2 PSK TKIP AES Security Mode Choose one of these options for the security mode Open risky WEP 64 bits 5 Ascii characters or 10 Hex digits WEP 128 bits 13...

Page 54: ...factory set password value can be found on the label located on the bottom of your Residential Gateway Show Network Password To make the Network Password become visible to the user or not Every time the page is opened this box is unchecked for security reasons Broadcast Network Name SSID When this box is checked factory default the Residential Gateway transmits or advertises its presence to other ...

Page 55: ...163 01 33 ConfigureMACAddress Filtering Use this page to configure MAC address filtering for your wireless network separately for 2 4 GHz and 5 GHz networks This feature allows you to give access privileges to certain wireless clients ...

Page 56: ...ts Allow All allow access to all the clientsincluded in WiFi Control List Allow allow access to the selected clientsin WiFi Control List Deny deny access to the selected clients in WiFi Control List Manually Added WiFi Devices Device Name Enter the name of the device in the Device Name field Manually Added WiFi Devices MAC Address Enter the MAC address of the device in the MAC Address fields Click...

Page 57: ...ake the WPS mechanism inactive WPS PIN Method Enable Click to make the WPS PIN Method active Disable Click to make the WPS PIN Method inactive Connection Options Click the Connection Options drop down arrow to select the connection method to use When selecting the Push Button method click PAIR after the client has asked the WPS button be pushed The wireless device will connect within two minutes W...

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Page 59: ...rs when the Residential Gateway is first powered up during normal operations and in special conditions 4 Chapter 4 Operation of Front Panel Indicators In This Chapter Initial Power Up Calibration and Registration AC Power applied 38 Normal Operations AC Power Applied 40 Special Conditions 41 ...

Page 60: ...eds immediately to Normal Operations See Normal Operations AC Power applied on page 40 Front Panel LED Status Indicators During Initial Power Up Calibration and Registration Part 1 High Speed Data Registration Step 1 2 3 4 5 6 Front Panel Indicator Self Test Downstream Scan Downstream Signal Lock Ranging Requesting IP Address Request High Speed Data Provisioning File 1 POWER On On On On On On 2 US...

Page 61: ...t Telephone Provisioning File Restarting Voice Service Telephone Registration Complete 1 POWER On On On On On 2 US DS On On On On On 3 ONLINE On On On On On 4 2 4 GHz On or Blinking On or Blinking On or Blinking On or Blinking On or Blinking 5 5 GHz On or Blinking On or Blinking On or Blinking On or Blinking On or Blinking 6 TEL1 Off Blinking Off Blinking On 7 TEL2 Off Off Blinking Blinking On 8 B...

Page 62: ...int is enabled and operational Blinks When data is being transferred between the CPE and the wireless home gateway Off When the wireless access point is disabled by the user 5 5 GHz On When the wireless access point is enabled and operational Blinks When data is being transferred between the CPE and the wireless home gateway Off When the wireless access point is disabled by the user 6 TEL1 On When...

Page 63: ...ns to show when you have been denied network access Front Panel LED Status Indicators During Special Conditions Front Panel Indicator Network Access Denied 1 POWER Slow Blinking once per second 2 US DS Slow Blinking once per second 3 ONLINE Slow Blinking once per second 4 2 4 GHz Slow Blinking once per second 5 5 GHz Slow Blinking once per second 6 TEL1 Off 7 TEL2 Off 8 BATTERY On ...

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Page 65: ...roduction This chapter describes how to maintain and replace the battery that is included with the Residential Gateway 5 Chapter 5 Maintaining the Battery In This Chapter Location of the Battery 44 Battery Maintenance 45 ...

Page 66: ...Chapter 5 Maintaining the Battery 44 OL 29163 01 Locationof the Battery The following illustration shows the location of the battery ...

Page 67: ...automatically as soon as you attachthe Residential Gateway to the AC electrical outlet When you first plug in the Residential Gateway the POWER LED status indicator illuminates Important It may take as long as 24 hours for the battery to charge fully Removing and Replacing the Battery Under normal circumstances the battery should last for several years The BATTERY LED status indicator blinks to in...

Page 68: ...s long as 24 hours for the battery to charge fully Note Dispose of the battery in accordance with local regulations and instructions from your service provider Using the Residential Gateway Without a Battery If you want you can use the Residential Gateway without a battery If you need to remove the battery follow the procedures found in Removing and Replacing the Battery on page 45 Important If yo...

Page 69: ...r the Residential Gateway is installed and provides possible solutions and tips for improved performance of the Residential Gateway 6 Chapter 6 Troubleshooting the Residential Gateway In This Chapter Frequently Asked Questions 48 Common Troubleshooting Issues 54 Tips for Improved Performance 56 ...

Page 70: ... and Sharing Center click View network connections 3 Right click the connection that you want to change and then click Properties If you are prompted for an administrator password or confirmation type the password or provide confirmation The Local Area Connection Properties window opens 4 Click the Networking tab 5 Under This connection uses the following items click either Internet Protocol Versi...

Page 71: ... step 3 2 Double click the Local Area Connection icon in the LAN or High Speed Internet section of the Network Connections window 3 Click Properties in the Local Area Connection Status window 4 Click Internet Protocol TCP IP and then click Properties in the Local Area Connection Properties window 5 Select both Obtain an IP address automatically and Obtain DNS server address automatically in the In...

Page 72: ... let the computer restart 9 When your computer fully reboots repeat steps 1 through 7 to verify that all TCP IP settings are correct If your computer still does not have a Hardware Address contact your authorized Apple dealer or Apple technical support center for further assistance How DoI RenewtheIP AddressonMyPC If your PC cannot access the Internet after the Residential Gateway is online it is ...

Page 73: ...l open programs 2 Open your Preferences folder 3 Drag the tcp ip preferences file to the Trash 4 Close all open windows and empty the Trash 5 Restart your computer 6 As your computer starts simultaneously press and hold down the Command Apple Option P and R keys on your keyboard Keeping those keys pressed down power on your Macintosh but do not release these keys until you hear the Apple chime at ...

Page 74: ...ble connection to the Residential Gateway and to your PC and it ensures the proper configuration of all hardware and software settings Contact your service provider for more information about installation How DoestheResidential Gateway ConnecttoMyComputer The Residential Gateway connects to the 10 100 1000BASE T Ethernet port on your PC To use the Ethernet interface Ethernet cards available from y...

Page 75: ...rs on the Residential Gateway can each provide telephone service to multiple telephones fax machines and analog modems The maximum number of telephone devices connected to each RJ 11 port is limited by the total Ringing Load of the telephone devices that are connected Many telephone devices are marked with a Ringer Equivalent Number REN Each telephone port on the Residential Gateway can support up...

Page 76: ...nnectionafter connectingtoahub If you are connecting multiple PCs to the Residential Gateway you should first connect the Residential Gateway to the uplink port of the hub using the correct crossover cable The LINK LED of the hub will illuminate continuously TheResidential Gateway doesnotregister a cableconnection The Residential Gateway works with a standard 75 ohm RF coaxial cable If you are usi...

Page 77: ...working here but does not work at other locations in the home a professional may need to diagnose and repair a problem with your telephone wiring Verify that the telephone company has removed the previous telephone service from your home telephone wiring Your telephone service may not be enabled from your cable telephony service provider Contact your cable telephony service provider for more infor...

Page 78: ...rify that your cable service is active and that it supports two way service Verify that all cables are properly connected and that you are using the correct cables If you are using the Ethernet connection verify that your TCP IP is properly installed and configured Verify that you have called your service provider and given them the serial number and MAC address of your Residential Gateway If you ...

Page 79: ...OL 29163 01 57 If You Have Questions If you have technical questions call your service provider for assistance 7 Chapter 7 Customer Information ...

Page 80: ... 0883 This document includes various trademarks of Cisco Systems Inc Please see the Notices section of this document for a list of the Cisco Systems Inc trademarks used in this document Product and service availability are subject to change without notice 2013 2014 Cisco and or its affiliates All rights reserved November 2013 Part Number OL 29163 01 ...

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