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OL-29159-01 

23 

 

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 .............................................................24 

 

Common Troubleshooting Issues .....................................................29 

 

Tips for Improved Performa nce ........................................................30 

Содержание DPC3828

Страница 1: ...O L 2 9 1 5 9 0 1 Cisco Model DPC3828 EPC3828 DOCSIS EuroDOCSIS 3 0 8x4 Wireless Residential Gateway User Guide ...

Страница 2: ......

Страница 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 ...

Страница 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...

Страница 5: ...lication 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 ...

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Страница 7: ...OCSIS Wireless Residential Gateway 7 Installation Preparations 8 Install the Wireless Residential Gateway 13 Chapter 3 Operation of Front Panel Indicators 17 Initial Power Up Calibration and Registration AC Power Applied 18 Normal Operations AC Power Applied 20 Special Conditions 21 Chapter 4 Troubleshootingthe DOCSIS Wireless Residential Gateway 23 Frequently Asked Questions 24 Common Troubleshoo...

Страница 8: ...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 ...

Страница 9: ...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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Страница 11: ...he point where they exit from the apparatus 11 Only use attachments accessories specified by the manufacturer 12 Use only 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...

Страница 12: ...Do not overload AC power mains outlets extension cords or integral convenience receptacles For products that require battery power or other power sources to operate them refer to the operating instructions for those products Provide Ventilation andSelect aLocation Remove all packaging material before applying power to the product Do not place this apparatus on a bed sofa rug or similar surface Do ...

Страница 13: ...shock and fire hazard Never push objects through the openings in this product Foreign objects can cause electrical shorts that can result in electric shock or fire Service Warnings WARNING Avoid electric shock Do not open the cover of this product Opening or removing the cover may expose you to dangerous voltages If you open the cover your warranty will be void This product contains no user servic...

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Страница 15: ...s 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 device ...

Страница 16: ...pliance 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 exposure for humans in reference to Canada 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...

Страница 17: ...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 ...

Страница 18: ...ltez http 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 c...

Страница 19: ...CE Compliance OL 29159 01 xv Antennas Use only the antenna supplied with the product 20110311_CE_Gateway ...

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Страница 21: ...rpose 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 e This guide is written for the home subscriber nt Version This is the first formal release of this document 1 Chapter 1 Introducing the DOCSIS Wireless Residential Gateway In This Chapter Introdu...

Страница 22: ...following outstanding benefits and features Compliant with DOCSIS and EuroDOCSIS 3 0 2 0 and 1 x standards along with PacketCable and EuroPacketCable specifications to deliver high end performance and reliability High performance broadband Internet connectivity to energize your online experience Four 1000 100 10BASE T Ethernet ports to provide wired connectivity 802 11nWireless Access Point User c...

Страница 23: ...age 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 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 a TV to the same cable connection as your ...

Страница 24: ...cates that the Ethernet connection is not connected or has been disabled by the user 6 USB ON a device is connected to the USB port BLINKING indicates that data is being transferred over the USB connection 7 WIRELESS ON OFF Optional Press this button to activate and turn on the Wireless feature This feature allows users to transfer data over the wireless connection When the WIRELESS indicator is O...

Страница 25: ...tial gateway off using this switch ensures that the unit is consuming no energy 2 POWER Connects the residential gateway to the AC power adapter that is provided with your residential gateway Important Use only the power supply provided with your residential gateway 3 USB Optional for some models Connects to selected devices For models that support USB the default is one USB port 4 ETHERNET Four R...

Страница 26: ...9 01 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 7 MAC ADDRESS LABEL Displays the CM and WAN MAC addresses for the residential gateway ...

Страница 27: ...operly install the residential gateway and to connect the residential gateway to a computer and other devices 2 Chapter 2 Installing the DOCSIS Wireless Residential Gateway In This Chapter Installation Preparations 8 Install the Wireless Residential Gateway 13 ...

Страница 28: ... 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 e mail access ...

Страница 29: ...wing illustration shows a typical bar coded label the image may vary from the label on the actual product Write down these numbers in the spaces provided Serial Number _______________________ CM MAC MAC Address ________________________ MTA MAC Address ________________________ I Already Have a High Speed Internet Access Account WhereIs theBest Locationfor MyWireless Residential Gateway The ideal lo...

Страница 30: ...l gateway Select an Appropriate Place to Mount the Wireless Residential Gateway You may mount the residential gateway 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 s...

Страница 31: ...uide you in positioning the residential gateway on the wall 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 residential gateway Use this illustration as a guide for mounting the residential gateway to the wall ...

Страница 32: ... wall and install 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 residential gateway 5 Lift the residential gateway into position Slip the ...

Страница 33: ...le 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 Note Professional installation may be available Contact your local service provider for further assistance ConnecttheWireless Re...

Страница 34: ...rt on your PC and connect the other end to the yellow ETHERNET port on the back of the residential gateway Note To install more Ethernet devices than ports provided on the residential gateway use an external mulit port Ethernet switch s Wireless Make sure that your wireless device is powered up You will need to associate your wireless device with the wireless residential gateway once the residenti...

Страница 35: ...al gateway is online most Internet devices will have immediate Internet access Note If your PC does not have Internet access refer to How Can I Make Sure TCP IP Is Configured Correctly on my PC see How Do I Configure TCP IP Protocol on page 24 for information on how to configure your PC for TCP IP For Internet devices other than PCs refer to the DHCP or IP Address configuration section of the User...

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Страница 37: ...rs 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 Up Calibration and Registration AC Power Applied 18 Normal Operations AC Power Applied 20 Special Conditions 21 ...

Страница 38: ...ion 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 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 On Off On or Blinking Off On or Blinking Off On or Bl...

Страница 39: ...Initial Power Up Calibration and Registration AC Power Applied OL 29159 01 19 6 USB On or Blinking 7 WIRELESS ON OFF On or Blinking 8 WIRELESS SETUP Off ...

Страница 40: ...Ethernet ports 6 USB On When a single device is connected to the USB port and no data is being sent to or from the modem Blinks When only one USB 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 USB ports 7 WIRELESS ON OFF On When the wireless access point is enabled and operational B...

Страница 41: ...k 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 Slow Blinking once per second 6 USB Slow Blinking once per second 7 WIRELESS ON OFF Slow Blinking once per second 8 WIRELESS SETUP Sl...

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Страница 43: ...sidential 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 24 Common Troubleshooting Issues 29 Tips for Improved Performance 30 ...

Страница 44: ...k 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 Version 4 TCP IPv4 or Interne...

Страница 45: ...d 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 Internet Protocol TCP IP Properties window and then click OK 6 Click Yes to res...

Страница 46: ...mputer 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 possible that your PC did not renew its IP address Follow the appropriate instructions in this section for your operating system to renew the I...

Страница 47: ... 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 the TCP IP window and then click Active in the TCP IP Options window Note In some cases the Load only when needed option does not appear If it appears select the option A check mark appears in the option 12 Verify that the Use 802 3 option loc...

Страница 48: ... 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 Connected How DoIAccess the Internet Your local service provider becomes your Internet Service Provider ISP They offer a wide range of services ...

Страница 49: ...tall 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 cable...

Страница 50: ...nated 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 gateway...

Страница 51: ... 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 ...

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Страница 53: ... viii Internet how to access 28 surfing while watching TV 28 unable to access 26 IP address renewing 27 L LEDs 4 18 20 21 location selecting viii 9 O overview power switch 5 product 2 P performance tips to improve 30 product accessories 3 features 2 overview 2 S safety instructions vii ground product vii system requirements 8 T TCP IP configuring for Macintosh systems 25 configuring for Windows XP...

Страница 54: ...udes 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 Cisco and or its affiliates All rights reserved April 2013 Printed in USA Part Number OL 29159 01 ...

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