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Cisco DPC3829, User Manual

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Cisco DPC3829 User Manual Download Page 47

 

 

OL-30545-01-01 

29 

 

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. 

 

 

 

4

 

Chapter 4 

Troubleshooting the DOCSIS 

Wireless Residential Gateway 

In This Chapter 

 

Frequently Asked Questions .............................................................30 

 

Common Troubleshooting Issues .....................................................35 

 

Tips for Improved Performa nce ........................................................36 

Summary of Contents for DPC3829

Page 1: ...O L 3 0 5 4 5 0 1 0 1 Cisco Model DPC3829 and DPC3829M DOCSIS 3 0 8x4 Wireless Residential 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: ... 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 rate range an...

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: ...n 8 Installing the DOCSIS Wireless Residential Gateway 11 Installation Preparations 12 Install the Wireless Residential Gateway 17 MoCA Installation Guidelines 20 Operation of Front Panel Indicators 23 Initial Power On Calibration and Registration AC Power applied 24 Normal Operations AC Power Applied 25 Special Conditions 27 Troubleshooting the DOCSIS Wireless Residential Gateway 29 Frequently As...

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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 ...

Page 12: ...e Do not install this apparatus in an enclosure such as a bookcase or rack unless the installation provides proper ventilation Do not place entertainment devices such as VCRs or DVDs lamps books vases with liquids or other objects on top of this product Do not block ventilation openings OperatingEnvironment This product is designed for operation indoors with a temperature range from 32 to 104 F 0 ...

Page 13: ...en the cover your warranty will be void This product contains no user serviceable parts Check ProductSafety Upon completion of any service or repairs to this product the service technician must perform safety checks to determine that this product is in proper operating condition Protect theProductWhenMovingIt Always disconnect the power source when moving the apparatus or connecting or disconnecti...

Page 14: ... 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 device T...

Page 15: ... Health Code 6 2009 limits The evaluation was based on evaluation per RSS 102 Rev 4 The minimum separation distance from the antenna to general bystander is 7 9 inches 20 cm to maintain compliance 20100527 FCCDSL_Domestic National Restrictions This product is for indoor use only USA Canada This system has been evaluated for RS 210 When operating this system adhere to the following requirements Whe...

Page 16: ...250 5350 MHz et 5470 5725 MHz doit être conforme à la limite PIRE EIRP Le gain d antenne maximal permis dans le cas des appareils utilisant la bande 5725 5825 MHz doit être conforme aux limites PIRE EIRP précisées pour les activités point à point et non point à point le cas échéant Les utilisateurs doivent aussi savoir que les radars haute puissance sont les utilisateurs principaux c à d les utili...

Page 17: ...ral authorization Please check http www comunicazioni it it for more details Questo prodotto è conforme alla specifiche di Interfaccia Radio Nazionali e rispetta il Piano Nazionale di ripartizione delle frequenze in Italia Se non viene installato all interno del proprio fondo l utilizzo di prodotti Wireless LAN richiede una Autorizzazione Generale Consultare http www comunicazioni it it per maggio...

Page 18: ...eless Residential Gateway All features described in this guide are standard to these models of residential gateways 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 is written for system opera...

Page 19: ...its it offers This chapter also lists the accessories and equipment that are provided with the residential gateway so that you can verify that you received all of these items 1 Chapter 1 Introducing the DOCSIS Wireless Residential Gateway In This Chapter Introduction 2 What s In the Carton 3 Front Panel Description 4 Bottom Panel Description 6 Top Panel Description 7 Back Panel Description 8 ...

Page 20: ...th DOCSIS 3 0 2 0 and 1 x standards along with PacketCable specifications to deliver high end performance and reliability High performance broadband Internet connectivity to energize your online experience Optional Multimedia over Coax Alliance MoCA networking over coaxial cable in the home Four 1000 100 10BASE T Ethernet ports to provide wired connectivity 802 11n ac Wireless Access Point User co...

Page 21: ...rom product Item varies based on the region where the item is used One Ethernet cable May not be provided with all products One USB cable Image may vary from actual product May not be provided with all products If any of these items are missing or damaged please contact your service provider for assistance Note You need an optional cable signal splitter and additional standard RF coaxial cables if...

Page 22: ...S ON the residential gateway is receiving data from the cable network 3 US ON the residential gateway is sending data to the cable network 4 ONLINE ON the residential gateway is registered on the network and fully operational 5 1 4 ON the Ethernet connection is operational BLINKING indicates that data is being transferred over the Ethernet connection OFF indicates that the Ethernet connection is n...

Page 23: ...ata is being transferred over the wireless connection OFF indicates that the wireless access point is not enabled 8 WPS OFF normal condition indicates that the wireless setup is not active BLINKING indicates the user has activated wireless setup to add new Wireless Protected Setup WPS clients on the wireless network ...

Page 24: ...ntroducing the DOCSIS Wireless Residential Gateway 6 OL 30545 01 01 BottomPanel Description The bottom panel of your residential gateway contains a product information label and the door to the battery compartment ...

Page 25: ...l of the residential gateway shows the status of the Wireless Protected Setup WPS and Page features 1 WIRELESS SETUP Button Press this button to activate the Wireless Setup feature This feature allows users to add new Wireless Protected Setup WPS compliant wireless clients to the home network ...

Page 26: ...function properly if both the Ethernet and USB ports are connected to your PC at the same time 1 USB Optional for some models Connects to selected devices For models that support USB the default is one USB port 2 ETHERNET Four RJ 45 Ethernet ports connect to the Ethernet port on your PC or your home network 3 WIFI ON OFF With both Wi Fi transmitters on momentarily pressing this switch once for 1 t...

Page 27: ... to factory default of all settings and then performs a software reset of the device CAUTION The RESET button is for maintenance purposes only Do not use unless instructed to do so by your service provider Doing so may cause you to lose any settings you have selected 5 CABLE F connector connects to an active cable signal from your service provider 6 POWER Connects the residential gateway to the AC...

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Page 29: ...l the residential gateway and connect the residential gateway to a computer and other devices 2 Chapter 2 Installing the DOCSIS Wireless Residential Gateway In This Chapter Installation Preparations 12 Install the Wireless Residential Gateway 17 MoCA Installation Guidelines 20 ...

Page 30: ...ay supports digital telephone service Refer to one of the following topics to learn more about the types of service accounts that you may need to establish High Speed Internet Access Account If you do not have a high speed Internet access account your service provider will set up your account and become your Internet service provider ISP Internet access enables you to send and receive email access...

Page 31: ...___________ CM MAC Address ________________________ WhereIs theBest Locationfor MyWireless Residential Gateway The ideal location for your residential gateway is where it has access to outlets and other devices Think about the layout of your home or office and consult with your service provider to select the best location for your residential gateway Read this user guide thoroughly before you deci...

Page 32: ...way to a wall that is made of cement wood or drywall When choosing an appropriate mounting 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 residential gateway without strain Leave sufficient clearance between the bottom of the residential gateway and any flooring or shelving undern...

Page 33: ...ght and 4 inches apart Note The preceding graphic illustrates the location of the mounting holes on the back of the residential gateway 2 Are you mounting the residential gateway into a drywall or concrete surface where a wooden stud is available If yes go to Step 3 If no drive the anchor bolts into the wall and install the mounting screws into the anchor bolts leave a gap of about 1 2 inch betwee...

Page 34: ... the large end of both mounting slots located in the side of the residential gateway over the mounting screws and then slide the residential gateway down until the narrow end of the keyhole slot contacts the screw shaft Important Verify that the mounting screws securely support the residential gateway before you release the unit ...

Page 35: ...ay The following illustration shows all of the possible connections that can be made to your residential gateway for various services Although your model may not support all of the services pictured you can determine which services your model supports by referring to the Benefits and Features list in Introduction on page 2 Notes Professional installation may be available Contact your local service...

Page 36: ...em from the power source 3 Connect the active RF coaxial cable from your service provider to the coax connector labeled CABLE on the back of the residential gateway Note To connect a TV DHCT set top or VCR from the same cable connection you will need to install a cable signal splitter not included Always check with your service provider before using a splitter as a splitter may degrade the signal ...

Page 37: ...hen the Power US DS and Online LEDs on the front panel of the residential gateway stop blinking and remain on continuously 6 Plug in and power on your PC and other home network devices If one or more of these devices uses wireless networking the 2 4G or 5G LED on the residential gateway should be on or blinking 7 At this point the installation is complete and you can begin surfing the Internet Not...

Page 38: ...ectrum Its infrastructure begins at the service provider s drop cable at the first passive splitter connected to the home coax network Recommended MoCAInstallation 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 ...

Page 39: ...assword when prompted 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 MoCA Cable port on the rear panel of the residential gateway 6 If you have not already done so connect the AC power cord provided with your residential gateway Connect t...

Page 40: ...patible 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 the network note that up 15 residential gateways can be added to a MoCA network 10 From the user interface you can monitor a limited number of parameter...

Page 41: ...tors when the residential gateway is first powered up during normal operations and in special conditions 3 Chapter 3 Operation of Front Panel Indicators In This Chapter Initial Power On Calibration and Registration AC Power applied 24 Normal Operations AC Power Applied 25 Special Conditions 27 ...

Page 42: ... Initial Power On Calibration and Registration Part 1 High Speed Data Registration Step 1 2 3 4 5 6 7 Front Panel Indicator Self Test Downstream Scan Downstream Signal Lock Ranging Requesting IP Address Request High Speed Data Provisioning File Data Network Registration Complete 1 POWER On On On On On On On 2 DS On Blinking On On On On On 3 US On Off Off Blinking On On On 4 ONLINE On Off Off Off O...

Page 43: ...ata is being sent to or from the residential gateway Blinks When only one Ethernet device is connected and data is being transferred between the consumer premise equipment CPE and the wireless home gateway Off When no devices are connected to the Ethernet ports 6 2 4G On When the wireless access point is enabled and operational Blinks When data is being transferred between the CPE and the wireless...

Page 44: ...is active to add new wireless clients on the wireless network 9 MoCA Optional On When MoCA devices are detected Blinks When MoCA data activity is present Off When no MoCA devices are detected Note In addition to the status shown in the previous table some service providers use color coded LEDs to indicate detailed channel bonding and data link status For additional information about color coded LE...

Page 45: ... you have been denied network access Front Panel LED Status Indicators During Special Conditions Front Panel Indicator Network Access Denied 1 POWER On 2 DS Slow Blinking twice per second 3 US Slow Blinking twice per second 4 ONLINE Off 5 ETHERNET 1 4 On Off or Flashing 6 2 4G Slow Blinking once per second 7 5G Slow Blinking once per second 8 WPS On Off or Blinking 9 MoCA Optional On Off or Blinki...

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Page 47: ...esidential gateway is installed and provides possible solutions and tips for improved performance of the residential gateway 4 Chapter 4 Troubleshooting the DOCSIS Wireless Residential Gateway In This Chapter Frequently Asked Questions 30 Common Troubleshooting Issues 35 Tips for Improved Performance 36 ...

Page 48: ...r Network 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 appears 4 Click the Networking tab 5 Under This connection uses the following items click either Internet Pro...

Page 49: ...o 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 I...

Page 50: ...ys and 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 ...

Page 51: ... of the Finder Scroll down to Control Panels and then click TCP IP 8 Click Edit on the Finder at the top of the screen Scroll down to the bottom of the menu and then click User Mode 9 Click Advanced in the User Mode window and then click OK 10 Click the Up Down selector arrows located to the right of the Connect Via section of the TCP IP window and then click Using DHCP Server 11 Click Options in ...

Page 52: ...ntial 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 your local PC or office supply retailer or from your service provider For best performance over an Ethernet connection your PC should be equipped with a Gigabit Ethernet card After MyWireless Residential Gateway Is Connecte...

Page 53: ...stall an Ethernet card follow the installation instructions very carefully Verify the status of the front panel status indicator lights TheWireless Residential Gatewaydoes notregister anEthernetconnectionafter 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 cabl...

Page 54: ...minated Verify 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 gatew...

Page 55: ...u options to speak with a service engineer Access your company s extranet site to view or order additional technical publications For accessing instructions contact the representative who handles your account Check your extranet site often as the information is updated frequently 5 Chapter 5 Customer Information ...

Page 56: ...408 527 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 2014 Cisco and or its affiliates All rights reserved April 2014 Part Number OL 30545 01 ...

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