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Ubee Interactive

Troubleshooting the Installation

Ubee DDW36C Advanced Wireless Gateway MSO Operations Guide • October 2111



Check General Connectivity Issues:



If your PC is connected to a hub or gateway, connect the PC directly into an

Ethernet port on the DDW36C.



If you are using a cable splitter, remove the splitter and connect the DDW36C

directly to the cable wall outlet. Wait for the device to re-establish communications

with the cable service provider.



Try a different cable. The Ethernet cable may be damaged.



If none of these suggestions work, contact your service provider’s tier II support for
further assistance.

Summary of Contents for DDW36C

Page 1: ...Suite 200 Englewood CO 80112 1 888 390 8233 Sales email amsales ubeeinteractive com Support email amsupport ubeeinteractive com October 2015 Ubee DDW36C Advanced Wireless Gateway Firmware Version 8 22...

Page 2: ...internal or external to Ubee except in accordance with applicable agreements contracts or licensing without the express written consent of Ubee and the business management owner of the material Ubee...

Page 3: ...terface 21 4 Understanding the Status Menu 22 4 1 Using the Software Option 22 4 2 Using the Connection Option 23 4 3 Using the Account Option 26 4 4 Using the Diagnostics Option 26 4 5 Using the Clie...

Page 4: ...oD Filter Option 71 8 4 Using the Local Log Option 72 9 Understanding the Wireless Menu 74 9 1 Selecting the Wireless Radio Band 74 9 2 Using the Wireless Radio Option 75 9 3 Using the Primary Network...

Page 5: ...nding Connections and Applications on page 3 Requesting Support on page 3 Checking Device Package Components on page 4 Understanding the Device Panels Connections and LEDs on page 5 Understanding Spec...

Page 6: ...e can fall and become damaged Place the device on a cool surface Failure to do so may result in overheating which can cause damage to the unit or to furniture Do not block the slots and openings in th...

Page 7: ...ncontrolled environment This equipment should be installed and operated with a minimum distance of 20cm between itself and your body This device must not be co located with or operating in conjunction...

Page 8: ...4 Checking Device Package Components The package for the DDW36C contains the following items Item Description 1 RJ45 Cable Ethernet Length 5 0 ft RoHS UL compliant Sample image actual appearance subje...

Page 9: ...Guide October 2015 5 1 5 Understanding the Device Panels Connections and LEDs 1 5 1 Understanding the Device Front and Rear Panels The following images represent the DDW36C front and rear panels Conne...

Page 10: ...e to the device Use only the power cable provided with the DDW36C WPS Located on top of the cable modem this button is used for the WiFi Protected Setup WPS method to connect a PIN protected WiFi devi...

Page 11: ...or triggers WPS via the device s Web UI an LED on the top front of the device blinks for 4 minutes until a PIN is entered from the wireless client that wishes to connect for example a laptop computer...

Page 12: ...ATDMA Only 8dBmV to 55dBmV 8 16 QAM 8dBmV to 58dBmV QPSK S CDMA 8dBmV to 53dBmV all modulations Actual speeds vary based on factors including network configuration and speed Wireless Security and Net...

Page 13: ...54C7 2 5G radio with CM MAC address 0071CC8E54C7 SSID WIFI8E54C7 5G If you change the SSID the device does not revert to this default SSID when the device is power reset except when a manual reset is...

Page 14: ...the table below Item Description CABLE RF MAC Address Displays the MAC address of the RF interface of the device WAN MAN MAC Address Displays the address of the cable home interface of the device S N...

Page 15: ...eb User Interface for the device GUI password Displays the random password to be entered when accessing the Web User Interface for the device WPA2 PSK Displays the unique WPA pre shared key for the de...

Page 16: ...e setup or add devices to your network Refer to Connecting Devices to the Network on page 15 Steps To set up the device 3 Remove the contents from the device packaging 4 Place the DDW36C in the best l...

Page 17: ...ble splitter connected to the wall outlet 9 Validate the network connection using the device LEDs to confirm operations The 2 4G and or 5G LED must be flashing or solidly lit The POWER US DS and ONLIN...

Page 18: ...t the smallest opening is closest to the device Note When attaching the brackets take care to properly align the screws to prevent cross threading Important To avoid internal device damage do not use...

Page 19: ...n page 16 2 2 1 Connecting an Ethernet Device You can connect up to three additional Ethernet devices to the DDW36C Steps To connect another Ethernet device to the network 1 Connect the Ethernet cable...

Page 20: ...All available wireless networks will appear in the drop down menu 2 Click View Wireless Networks The device is shipped with a default SSID The SSID is the name of the wireless network broadcast from...

Page 21: ...Network on page 92 2 3 Troubleshooting the Installation Use the following tips to troubleshoot the installation None of the LEDs are on when I power on the DDW36C Check the connection between the powe...

Page 22: ...t the PC directly into an Ethernet port on the DDW36C If you are using a cable splitter remove the splitter and connect the DDW36C directly to the cable wall outlet Wait for the device to re establish...

Page 23: ...ng the Web User Interface Locally on page 19 Logging Out of the Web User Interface on page 21 3 1 Accessing the Web User Interface Locally Access the Web user interface for the DDW36C from a Web brows...

Page 24: ...ess Gateway MSO Operations Guide October 2015 20 4 Enter the username and password in the authentication dialog box Standard User Web Interface Login Username admin Password random password The random...

Page 25: ...After logging in the Status Software screen displays software information about the DDW36C 3 2 Logging Out of the Web User Interface To log out of the Web user interface click Logout on the top right...

Page 26: ...sing the Account Option on page 26 Using the Diagnostics Option on page 26 Using the Client List Option on page 29 Using the User Default Option on page 31 Steps To access status options 1 Access the...

Page 27: ...tion Information Standard Specification Compliant Defines the current DOCSIS standard supported by the DDW36C Hardware Version Defines the internal version number that identifies the hardware design S...

Page 28: ...Ubee DDW36C Advanced Wireless Gateway MSO Operations Guide October 2015 24 Steps To view connection information 1 Click Status from the main menu 2 Click Connection from the left side menu Field desc...

Page 29: ...stream channel to lock on to by device This method is determined by the service provider Channel ID Displays the downstream channel ID Frequency Displays the downstream channel frequency on which the...

Page 30: ...descriptions are listed below the screen example 4 4 Using the Diagnostics Option Use the Diagnostics option to test network connectivity Two utilities are available Ping and Traceroute Duration Displ...

Page 31: ...fic device You can also confirm the size of data sent is the same as the size of data received Steps To test connectivity between devices 1 Click Status from main menu 1 Click Diagnostics from the lef...

Page 32: ...e Traceroute from the Utility drop down menu 4 Enter new parameter values or accept the default values 5 Click Start Test Field descriptions are listed below the screen example Ping Size Defines the p...

Page 33: ...ximum number of hops Hops are the number of routers the traceroute traverses Default is 255 Data Size Defines the data size to send for the traceroute operation Default is 32 bytes Base Port Defines t...

Page 34: ...terface Status Displays whether the CPE Interface is Enabled or Disabled Tools Client List Host Name Displays the host name of the DHCP client connected to the DDW36C IP Address Displays the IP addres...

Page 35: ...t side menu Field descriptions are listed below the screen example Label Description Restore User Defaults Restores settings to factory defaults Select Yes to have the device reset all configured opti...

Page 36: ...4 Using the DDNS Option on page 39 Using the DHCPv6 Option on page 36 Using the LAN IPv6 Option on page 38 Using the Static Lease Option on page 40 Using the Backup Option on page 41 Using the Time Op...

Page 37: ...rdware address Interface Prefix None Specified Indicates no interface or prefix has been specified WAN IPv6 Address Displays the current WAN public IPv6 address obtained from the service provider IPv4...

Page 38: ...ifferent data entry is required as explained below DHCP The WAN interface is set to a DHCP client and the IP address is assigned by the service provider s DHCP server Static IP For Static IP you must...

Page 39: ...dresses can be recognized on the network Number of CPEs Defines the maximum number of customer premises equipment devices CPE that can connect to the network through the DDW36C Lease Time Defines the...

Page 40: ...evice either via an Ethernet connection or via a wireless connection Each client is listed with the following information MAC Address IP Address Subnet Mask Duration Duration displays the accumulated...

Page 41: ...fix Displays the Ethernet Switch LAN Interface and Prefix listed in the Setup Web UI Start Address Displays the Ethernet Switch LAN start IPv6 address Valid Lifetime Defines the DHCPv6 lease time dura...

Page 42: ...he server recognizes this option in Solicit messages sent from the DHCPv6 client The server and client then use a two message exchange Solicit and Reply to configure clients rather than the default fo...

Page 43: ...use the DDNS option 1 Click Basic from the main menu 2 Click DDNS from the left side menu Field descriptions are listed below the screen example IP Address Displays the IPv6 address of the client MAC...

Page 44: ...useful in a variety of networking scenarios where you need more control over the network and the clients connected to it Examples is which you may need to use a static lease include Using the IP Filt...

Page 45: ...the DDW36C to a previously saved configuration Label Description Index Provides an index number for each client that connects to your network MAC Address Defines the MAC address of the client to which...

Page 46: ...rom the main menu 2 Click Backup from the left side menu 5 7 1 Backing Up the Current Configuration To backup and save the current device configuration click the Backup button A pop up window appears...

Page 47: ...your Downloads folder as a binary file bin titled GatewaySettings bin 5 7 2 Restoring the DDW36C to a Previously Saved Configuration To restore the device to a previously saved configuration click the...

Page 48: ...acked up file appears in the box to the left of the Browse button Click the Restore button You are advised that you will be required to reboot the device Click OK You are then notified that the device...

Page 49: ...t Steps To configure system time 1 Click Basic from the main menu 2 Click Time from the left side menu Field descriptions are listed below the screen example Label Description Enable SNTP Enables Yes...

Page 50: ...P address or domain name of the time server Use the one provided or enter an alternative choice Time Zone Offset Defines the time zone offset in hours and minutes from Greenwich Mean Time For example...

Page 51: ...on page 59 Using the Pass Through Option on page 60 Using the DMZ Host Option on page 61 Steps To access the advanced menu 1 Access the Web User Interface Refer to Accessing the Web User Interface Lo...

Page 52: ...outer PPTP PassThrough Forces the router to redirect the PPTP request to the local host when enabled NAT fails this attempt if Internet users initialize a PPTP VPN request to a host located behind the...

Page 53: ...FTP Enables or disables the file transfer protocol FTP used to transfer files from one host to another TFTP Enables or disables the trivial file transfer protocol TFTP a simpler protocol generally use...

Page 54: ...MSN Enables or disables the Microsoft network protocol used for instant messaging SIP Enables or disables the session initiation protocol application layer gateway SIP ALG SIP ALG inspects protocol pa...

Page 55: ...1 Note the MAC addresses of the devices that you want to deny Internet access Be sure all devices to which you potentially deny Internet access are connected to the DDW36C network 2 Click Advanced fro...

Page 56: ...u 2 Click Port Filtering from the left side menu Field descriptions are listed below the screen example Label Description MAC Addresses Specifies the MAC address to block Enter the MAC address in the...

Page 57: ...g by port range You may accidentally prevent traffic that should pass through your network such as http or email Pre assigned application ports are displayed on the Forwarding screen Refer to Using th...

Page 58: ...rectly for example a request to a local audio server Examples are Xbox PlayStation Games applications Home Security Systems Security systems that use the Internet Audio Servers VoIP Audio and VoIP app...

Page 59: ...warding on page 54 did not correct your communication problem use port forwarding You need the following information to set up port forwarding IP address of each local host system for example Xbox for...

Page 60: ...eld descriptions follow Label Description Local IP Defines the IP address of the local LAN device to which the forwarding rule applies For example an Xbox or PC Local Start Port Defines the starting p...

Page 61: ...the same port number as the start and end of the range Protocol Selects the protocol type Options are UDP TCP or BOTH Description Specifies the forwarding rule name Enabled Disables Off or enables On...

Page 62: ...ain menu 2 Click Forwarding from the left side menu 3 Enter the Xbox IP address in the Local IP field 4 Define ports used by the Xbox in the Local Start Port and Local End Port fields Define the same...

Page 63: ...es two kinds of ports trigger port and target port The trigger port sends a service request from a LAN host to a specific destination port number The port the LAN host is required to listen to by the...

Page 64: ...rwarding data between LAN interconnections Label Description Trigger Start Port Defines a port number or the starting port number in a range of port numbers Trigger End Port Defines a port number or t...

Page 65: ...or other networking strategies Steps To set up a DMZ host 1 Connect a PC to an Ethernet port on the DDW36C Make sure both devices are powered on and functioning 2 Connect a Home Gateway or other devic...

Page 66: ...menu 5 Click DMZ Host from the left side menu 6 Enter the IP address you just configured in the Static Lease section 7 Test the device to ensure Internet access is available and the device is function...

Page 67: ...cess to specific sites Note Firewall menu options are not available when the device is in Bridge mode Topics See the following topics Using the Basic Option on page 63 Using the Local Log Option on pa...

Page 68: ...dium and High Services are based on the protection level and displayed in the Allowed Services window IPv6 Firewall Protection Defines whether IPv6 firewall protection is On or Off Block Fragmented IP...

Page 69: ...Remote Log fields are explained following this screen example Label Description Contact Email Address Defines the email address where you want to send the log SMTP Server Name Defines the name of the...

Page 70: ...ttempts that are allowed by the firewall Blocked Connections Logs all access attempts that are blocked by the firewall Known Internet Attacks Logs all known attacks from the Internet Product Configura...

Page 71: ...page 69 Using the ToD Filter Option on page 71 Using the Local Log Option on page 72 Steps To access the parental control menu 1 Access the Web interface Refer to Accessing the Web User Interface Loca...

Page 72: ...Enter Password Confirms the password with the re entered password Trusted User Each specified user may also be enabled as a trusted user which means that person will have access to all Internet conten...

Page 73: ...are explained following this screen example Time Access Rule Selects a defined time access rule to apply to the selected user Session Duration Allows you to enter a time in minutes for the user s ses...

Page 74: ...n choose to use Remove Policy Deletes a policy from the list Select the policy from the list and click Remove Policy Keyword List Displays keywords you can use to block Web site addresses URLs contain...

Page 75: ...oD Filter from the left side of the screen The ToD Filter fields are explained following this screen example Remove Allowed Domain Removes a domain from the Allowed Domain List Select the domain from...

Page 76: ...down list Enabled Activates a policy Select the policy from the drop down list and check Enabled Remove Deletes a policy Select the policy from the drop down list and click Remove Days to Block Select...

Page 77: ...event occurred Action Displays what is done by parental control including dropping or permitting access requests Target Displays the destination IP address or URL of a certain access request User Dis...

Page 78: ...e Wireless Bridging Option on page 86 Deploying and Troubleshooting the Wireless Network on page 87 Steps To access the wireless menu 1 Access the Web interface Refer to Accessing the Web User Interfa...

Page 79: ...listed below the screen example the screen example shows the 2 4GHz radio selected Label Description 2 4GHZ 5GHz top left side On the top left side of the screen you can select either the 2 4GHz or 5...

Page 80: ...annel selects a specific channel to deploy the wireless network This allows you to set the operating frequency channel depending on your particular region Channel selection can have an impact on wirel...

Page 81: ...rmal access point with an SSID and channel Network communications such as authentication conflict and duplicate packets are managed by the wireless card Managed Communicates with an associated master...

Page 82: ...nfigure MAC ID Displays the MAC Address of the DDW36C Primary Network Enables or disables the primary network Network Name SSID Defines the primary network name SSID to which client devices connect Fo...

Page 83: ...e enterprise implementations WPA PSK Enables or disables WPA Pre Shared Key WPA PSK If you do not have an external RADIUS server use WPA PSK which requires a single identical password entered into wir...

Page 84: ...ing WPA key management The re keying process is the WPA equivalent of automatically changing the WEP key for a wireless access point and all stations in the WLAN on a periodic basis Setting the WPA Gr...

Page 85: ...o the wireless network WPS Disabled Enables or disables WPS option When enabled the following fields are available WPS Config State Defines if the WPS has been configured or not Device Name Defines a...

Page 86: ...fore Broadcast SSID can be turned to Off 9 4 Using the Access Control Option Use the Access Control option to configure which clients can access your wireless network Steps To configure client access...

Page 87: ...s wireless access to your network by MAC address Disabled turns off MAC restrictions and allows any wireless client to connect to this device However if you use other security mechanisms for access to...

Page 88: ...ected listed by MAC address MAC Address Displays the MAC addresses entered in the MAC Addresses field see above Age s Displays the duration since the wireless client s polled values were sent to the d...

Page 89: ...de WMM transmit opportunity TXOP is assigned to each access point The bounded time interval during which a station can send as many frames as possible as long as the transmission time does not extend...

Page 90: ...k endlessly This can degrade throughput and disrupt communications Steps To configure the modem as a bridge 1 Click Wireless from the main menu 2 Click Wireless Bridging from the left side menu Field...

Page 91: ...strength RSSI is measured from connected wireless client devices to the DDW36C This value can significantly impact wireless speeds performance It is determined by Materials for example open air concr...

Page 92: ...s Steps To determine wireless cable modem placement 1 Connect a wireless client to the wireless DDW36C Refer to Connecting Devices to the Network on page 11 if needed 2 Place the wireless client at ar...

Page 93: ...individual wireless clients and the DDW36C you may resolve and prevent some performance issues 8 Check the wireless signal strength and speed of the computer connected wirelessly to the DDW36C Instruc...

Page 94: ...etween the 2 4GHz and 5GHz bands Checking Wireless Signal Strength and Speed Windows PC Apple Mac 1 Click the Wireless networking icon in the system tray to display a list of available wireless networ...

Page 95: ...available in the Americas Each available channel is 22MHz wide Since channels overlap it is best to choose channels that have the least overlap typically 1 6 and 11 in the Americas and 1 5 9 and 13 i...

Page 96: ...edia org and IEEE article IEEE 802 11n 2009 5GHz Channels The following table shows the 5GHz channel list and the corresponding frequencies Channel GHz Channel GHz 36 5 180 108 5 540 40 5 200 112 5 56...

Page 97: ...y digital multimedia content throughout the home over existing coaxial cabling Topics See the following topics Using the MoCA Software Option on page 93 Steps To access the MoCA menu 1 Access the Web...

Page 98: ...cessed via the MoCA interface Security Mode Enabled means MoCA traffic is encrypted Disabled means MoCA traffic is not encrypted Auto Scan If true the DDW36C auto scans the MoCA frequency range to fin...

Page 99: ...h other are in close enough proximity to hear each other physically Overlapping BSS may degrade the network performance severely BSSID Basic Service Set Identifier The BSSID uniquely identifies a spec...

Page 100: ...of a group of clients and servers under the control of one security database Domain Name A descriptive name for an address or group of addresses on the Internet Domain names are in the form of a regi...

Page 101: ...f rules procedures or conventions relating to the format and timing of data transmission between two computers that they must accept and use to understand each other Used in conjunction with the Trans...

Page 102: ...are level Usually written in the form 01 23 45 67 89 ab Mbps Megabits per Second A unit of measurement for data transmission that represents one million bits per second MTU Maximum Transmission Unit T...

Page 103: ...way RSSI is optimal between 0dBm and 64dBm RSVP Resource Reservation Protocol A set of communication rules that allows channels or paths on the Internet to be reserved for the multicast transmission o...

Page 104: ...m of message units datagrams between network devices over a LAN or WAN While IP handles the actual delivery of the data routing TCP keeps track of the individual units of data packets that a message i...

Page 105: ...d to protect your wireless data communications WEP uses 64 bit or 128 bit keys to provide access control to your network and security for everyday transmissions To decode data transmissions all device...

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