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4027620 Rev A

31

Introduction

This chapter describes the most common issues that may occur after
the cable modem is installed and provides possible solutions and tips
for improved performance of the cable modem.

5

Chapter 5

Troubleshooting the DOCSIS

Cable Modem

In This Chapter



Frequently Asked Questions ............................................................... 32



Common Troubleshooting Issues ....................................................... 37



Tips for Improved Performance ......................................................... 39

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Summary of Contents for DOCSIS

Page 1: ...4027620 Rev A Cisco Model DPC3208 and EPC3208 8x4 DOCSIS 3 0 Cable Modem User Guide ...

Page 2: ......

Page 3: ...Please Read Important Please 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: ...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 throughput...

Page 5: ...s publication is subject 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: ...e qualified to do so Notice à l attention des installateurs de réseaux 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 ...

Page 7: ...geführt sind außer Sie sind zur Durchführung solcher Arbeiten qualifiziert Aviso a los instaladores de sistemas 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 instruccio...

Page 8: ......

Page 9: ...the DOCSIS Cable Modem 9 Installation Preparations 10 Install the Cable Modem 18 Chapter 3 Operation of Front Panel Indicators 21 Initial Power Up Calibration and Registration AC Power applied 22 Normal Operations AC Power Applied 24 Special Conditions 25 Chapter 4 Maintaining the Battery 27 Location of the Battery 28 Battery Maintenance 29 Chapter 5 Troubleshooting the DOCSIS Cable Modem 31 Frequ...

Page 10: ...Contents iv 4027620 Rev A Chapter 6 Customer Information 41 Customer Support 42 Index 45 ...

Page 11: ...with 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 d...

Page 12: ...and see the instructions later in this guide for handling replacing and disposing of the battery WARNING There is danger of explosion if the battery is mishandled or incorrectly replaced Replace only with the same type of battery Do not disassemble it or attempt to recharge it outside the system Do not crush puncture dispose of in fire short the external contacts or expose to water or other liquid...

Page 13: ...ith liquids such as vases should not 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 cau...

Page 14: ... swimming pool 2 Avoid using 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 CAUTION To reduce the risk of fire use only No 26 AWG or larger telecommunication line cord SAVE THESE INSTRUCTIONS 20090915_Modem with Battery_Safety ...

Page 15: ...IMPORTANT SAFETY INSTRUCTIONS 4027620 Rev A ix ...

Page 16: ... 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 device The phone numbers listed are for FCC related questions only and not intended for questions regarding the connection or operation for this ...

Page 17: ... This system has been evaluated for RF exposure for humans in reference to the ICNIRP International Commission on Non Ionizing Radiation Protection limits The evaluation was based on the EN 50385 Product Standard to Demonstrate Compliance of Radio Base Stations and Fixed Terminals for Wireless Telecommunications Systems with basic restrictions or reference levels related to Human Exposure to Radio...

Page 18: ......

Page 19: ...United States FCC Compliance 4027620 Rev A xiii ...

Page 20: ...ctive 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 21: ...the appropriate product hardware installation guide which is available on Cisco com The following standards were applied during the assessment of the product against the requirements of the Directive 1999 5 EC EMC EN 55022 and EN 55024 EN 61000 3 2 and EN 61000 3 3 Safety EN 60950 1 This product conforms to the following European directives 1999 5 EC 20090724 CE_Modem EMTA ...

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Page 23: ...CE Compliance 4027620 Rev A xvii ...

Page 24: ...odels DPC3208 DOCSIS Cable Modem EPC3208 DOCSIS Cable Modem All features described in this guide are standard to these models of cable modems unless otherwise noted For the purpose of this guide whenever a feature or option applies to only a specific model the model number is specified If a model number is not specified then the feature or option applies to both of the models Audience This guide i...

Page 25: ...th the cable modem and the benefits it offers This chapter also lists the accessories and equipment that are provided with the cable modem so you can verify that you received all of these items 1 Chapter 1 Introducing the DOCSIS Cable Modem In This Chapter Introduction 2 What s In the Carton 4 Front Panel Description 5 Back Panel Description 7 ...

Page 26: ...d features High Speed Data Eight 8 bonded downstream channels with data rates eight times traditional EMTAs Four 4 bonded upstream channels with data rates four times traditional EMTAs Designed to meet DOCSIS EuroDOCSIS 3 0 specifications as well as backward compatibility with existing DOCSIS EuroDOCSIS 2 0 1 1 and 1 0 networks DOCSIS EuroDOCSIS compliant support for IPv6 IPv4 Expanded tuning rang...

Page 27: ...tand display that indicates the cable modem operational status Rugged electronic components for long term reliability Optional battery powered backup on loss of AC power Management Software upgradeable by network download Remote manageability using SNMP V1 V2 and V3 Software and Documentation CD ROM containing user guides ...

Page 28: ...cts One CD ROM containing the user guide One Lithium Ion cartridge battery May not be provided with all products If any of these items are missing or damaged please contact your service provider for assistance Notes 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 ...

Page 29: ... the wireless access point has been disabled by the user 6 TEL1 ON indicates telephony service is enabled Blinks when line 1 is in use OFF indicates that phone service for TEL 1 is not enabled TEL2 ON indicates telephony service is enabled Blinks when line 2 is in use OFF indicates that phone service for TEL 2 is not enabled 7 BATTERY optional model only ON indicates that the battery is charged Bl...

Page 30: ...ery power In this mode the POWER LED blinks to indicate that the unit is operating under battery power The cable modem should only run on battery power when AC power has failed If the POWER LED indicates that the unit is running on battery power but the AC power has not failed verify that the power cord is plugged into a working AC outlet ...

Page 31: ...lephones or fax machines Products shipping in North America support lines 1 and 2 on port 1 when used with a two line phone 3 ETHERNET Four RJ 45 Ethernet ports connect to the Ethernet port on your PC or your home network 4 RESET A momentary pressing 1 2 seconds of this switch restarts power cycles the device Pressing the switch for more than ten seconds first causes a reset to factory default of ...

Page 32: ......

Page 33: ...hapter describes how to properly install the cable modem and to connect the cable modem to a computer and other devices 2 Chapter 2 Installing the DOCSIS Cable Modem In This Chapter Installation Preparations 10 Install the Cable Modem 18 ...

Page 34: ... a CD ROM drive 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 CD ROM drive Ethernet port Minimum Hardware Requirements for a Macintosh 32 MB of DRAM CD ROM drive Ethernet port Minimum Software Requirements for an Ethernet Connection Operating system with ...

Page 35: ...rs to connect to your primary telephone service The outer 2 pins of the connector may be provisioned to provide a second telephone line Contact your service provider for more information Dialing Requirements All your telephones should be set to use Dual Tone Multi Frequency DTMF dialing Pulse dialing may not be supported by your local service provider Telephone Wiring Requirements The cable modem ...

Page 36: ...ish a high speed Internet access account for the cable modem To establish service you will need to know the serial number and MAC address of the cable modem in order to use the high speed internet feature that this product offers Refer to Information Your Service Provider Needs on page 12 to learn how to locate this information Information Your Service Provider Needs You will need to give your ser...

Page 37: ...sting RF coaxial connection to eliminate the need for an additional RF coaxial outlet Choose a location so that there is plenty of room to guide the cables away from the cable modem without straining or crimping them Choose a location that allows adequate ventilation around the cable modem Choose a location for the cable modem that is adjacent to your telephone equipment if you plan on connecting ...

Page 38: ...1 Turn the cable modem so that you are facing the side with the battery compartment 2 Gently release the latch to open the battery cover and gain access to the battery compartment 3 Insert the battery into the battery compartment Do not force the battery into the compartment but be sure to press the battery all the way in until it seats fully 4 Close the battery compartment door Important After yo...

Page 39: ...g place refer to the following recommendations Ensure that the mounting location is free of obstructions on all sides and the cables should be able to easily reach the cable modem without strain Leave sufficient clearance between the bottom of the cable modem and any flooring or shelving underneath to allow access to cabling Allow enough slack in all cables so that the cable modem can be removed f...

Page 40: ...20 Rev A Location and Dimensions of the Wall Mounting Slots The following illustration shows the location and dimensions of the wall mounting slots on the bottom of the cable modem Use this illustration as a guide for mounting the cable modem to the wall ...

Page 41: ...tall the mounting screws into the anchor bolts leave a gap of about 1 4 inch between the screw head and the wall Then go to step 4 3 Install the mounting screws into the wall leave a gap of about 1 4 inch between the screw head and the wall Then go to step 4 4 Verify that no cables or wires are connected to the cable modem 5 Lift the cable modem into position Slip the large end of both mounting sl...

Page 42: ...an determine which services your model supports by referring to the Benefits and Features list in Introduction on page 2 Note Professional installation may be available Contact your local service provider for further assistance Connect the Cable Modem The following installation procedure ensures proper setup and configuration for the cable modem 1 Choose an appropriate and safe location to install...

Page 43: ...rade the signal 4 Connect your PC to the cable modem by connecting one end of the yellow Ethernet cable to the Ethernet port on your PC and the other end to the yellow ETHERNET port on the back of the cable modem Note To install more than one Ethernet device on a cable modem that has only one Ethernet port use an external multi port Ethernet switch s or cable router not provided 5 If your cable mo...

Page 44: ... on to the broadband data network This process may take up to 2 5 minutes The cable modem will be ready for use when the POWER DS US and ONLINE LEDs on the front panel of the cable modem stop blinking and remain on continuously 7 Plug in and power on your PC and other home network devices The LINK LED on the cable modem should be on or blinking 8 At this point the installation is complete and you ...

Page 45: ...icators when the cable modem is first powered up during normal operations and in special conditions 3 Chapter 3 Operation of Front Panel Indicators In This Chapter Initial Power Up Calibration and Registration AC Power applied 22 Normal Operations AC Power Applied 24 Special Conditions 25 ...

Page 46: ... 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 DS On Blinking On On On On 3 US On Off Off Blinking On On 4 ONLINE On Off Off Off Off Blinking 5 LINK Off On or Blinking On or Blinking On or Blinking On or Blinking On or Blinking 6 TEL 1 On O...

Page 47: ...v A 23 5 LINK On or Blinking On or Blinking On or Blinking On or Blinking On or Blinking 6 TEL 1 Off Blinking Off Blinking On 7 TEL 2 Off Off Blinking Blinking On 8 BATTERY On When battery is charged Blinks When battery charge is low Off When there is no battery in the unit ...

Page 48: ...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 TEL 1 On When telephony service is enabled Blinks When line 1 is in use 7 TEl 2 On When telephony service is enabled Blinks When line 2 is in use 8 BATTERY On When battery is charged Blinks When battery charge is low Off When there is no batte...

Page 49: ...ecial conditions 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 DS Slow Blinking once per second 3 US Slow Blinking once per second 4 ONLINE Slow Blinking once per second 5 LINK On 6 TEL 1 Off 7 TEL 2 Off 8 BATTERY On ...

Page 50: ......

Page 51: ...7 Introduction This chapter describes how to maintain and replace the battery that is included with the cable modem 4 Chapter 4 Maintaining the Battery In This Chapter Location of the Battery 28 Battery Maintenance 29 ...

Page 52: ...Chapter 4 Maintaining the Battery 28 4027620 Rev A Location of the Battery The following illustration shows the location of the battery ...

Page 53: ...utomatically as soon as you attach the cable modem to the AC electrical outlet When you first plug in the cable modem 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 turns off to indicate that t...

Page 54: ... automatically re engage Important Dispose of the battery in accordance with local regulations and instructions from your service provider Using the Cable Modem Without a Battery If you want you can use the cable modem without a battery If you need to remove the battery follow the procedures found in Removing and Replacing the Battery on page 29 Important If you choose to operate your cable modem ...

Page 55: ...ccur after the cable modem is installed and provides possible solutions and tips for improved performance of the cable modem 5 Chapter 5 Troubleshooting the DOCSIS Cable Modem In This Chapter Frequently Asked Questions 32 Common Troubleshooting Issues 37 Tips for Improved Performance 39 ...

Page 56: ...l Area Connection Status window 4 Click Internet Protocol TCP IP in the Local Area Connection Properties window and then click Properties 5 Select both Obtain an IP address automatically and Obtain DNS server address automatically in the Internet Protocol TCP IP Properties window and then click OK 6 Click Yes to restart your computer when the Local Network window opens The computer restarts The TC...

Page 57: ...t Via section of the TCP IP window and then click Using DHCP Server 5 Click Options in the TCP IP window and then click Active in the TCP IP Options window Note Make sure that the Load only when needed option is unchecked 6 Verify that the Use 802 3 option located in the upper right corner of the TCP IP window is unchecked If there is a check mark in the option uncheck the option and then click In...

Page 58: ...the window to close the Command Prompt window You have completed this procedure Note If you cannot access the Internet contact your service provider for further assistance Renewing the IP Address on Macintosh Systems 1 Close all 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...

Page 59: ...tion on cable services including high speed Internet access How Do IArrange for Installation Call your service provider to inquire about professional installation A professional installation ensures proper cable connection to the cable modem and to your PC and it ensures the proper configuration of all hardware and software settings Contact your service provider for more information about installa...

Page 60: ...hone style connectors on the cable modem 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 cable modem can support...

Page 61: ... to the cable modem you should first connect the cable modem to the uplink port of the hub using the correct crossover cable The LINK LED of the hub will illuminate continuously The Cable Modem does not register a cable connection The cable modem works with a standard 75 ohm RF coaxial cable If you are using a different cable your cable modem will not function properly Contact your service provide...

Page 62: ...ssional 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 information ...

Page 63: ... 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 cable modem If you are using a cable...

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Page 65: ...4027620 Rev A 41 Introduction This chapter provides contact information to obtain product support 6 Chapter 6 Customer Information In This Chapter Customer Support 42 ...

Page 66: ...oadband Delivery System products only call Toll free 866 787 3866 Local 770 236 2200 Fax 770 236 2488 For all products other than Digital Broadband Delivery System call Toll free 800 722 2009 Local 678 277 1120 Fax 770 236 2306 Customer Service Toll free 800 722 2009 Local 678 277 1120 Fax 770 236 5477 The United Kingdom and Europe Europe European Technical Assistance Center EuTAC Belgium Product ...

Page 67: ... Support 4027620 Rev A 43 Australia Australia Sydney Technical Support Telephone 011 61 2 8446 5394 Fax 011 61 2 8446 8015 Japan Japan Tokyo Technical Support Telephone 011 81 3 5322 2067 Fax 011 81 3 5322 1311 ...

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Page 69: ...Ethernet connection 10 for telephone service 10 minimum system requirements 10 ventilation vii Internet how to access 35 surfing while watching TV 35 unable to access 34 IP address renewing 34 L LEDs 5 22 24 25 location selecting vii 13 O overview power switch 7 product 2 P performance tips to improve 39 product accessories 4 features 2 overview 2 S safety instructions v battery handling vi ground...

Page 70: ...Index 46 4027620 Rev A USB 4 35 V ventilation requirements vii Voice settings LEDs 5 22 24 25 W wall mounting instructions 17 slots 16 ...

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Page 72: ...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 2011 Cisco and or its affiliates All rights reserved February 2011 Printed in United States of America Part Number 4027620 Rev A ...

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