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Contents

OL-29163-01 Rev A

Chapter 5 Troubleshooting the DOCSIS Wireless Residential
Voice Gateway

Frequently Asked Questions ................................................................................................ 46

Common Troubleshooting Issues ........................................................................................ 52

Tips for Improved Performance .......................................................................................... 54

Chapter 6 Customer Information

Содержание DPC3941

Страница 1: ...OL 29163 01 Rev A Cisco Model DPC3941 DOCSIS 3 0 16x4 Wireless Residential Voice Gateway User Guide ...

Страница 2: ...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 3: ... 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 throughpu...

Страница 4: ...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 ...

Страница 5: ...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 ...

Страница 6: ...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...

Страница 7: ...8 Back Panel Description 9 Chapter 2 Installing the DOCSIS Wireless Residential Voice Gateway 11 Installation Preparations 12 Install the Wireless Residential Voice Gateway 19 Configure Wireless Settings 22 MoCA Installation Guidelines 31 Chapter 3 Operation of Front Panel Indicators 35 Initial Power Up Calibration and Registration AC Power applied 36 Normal Operations AC Power Applied 38 Special ...

Страница 8: ...9163 01 Rev A Chapter 5 Troubleshooting the DOCSIS Wireless Residential Voice Gateway 45 Frequently Asked Questions 46 Common Troubleshooting Issues 52 Tips for Improved Performance 54 Chapter 6 Customer Information 55 ...

Страница 9: ... 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 ...

Страница 10: ...it 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 the Product from Lightning In addition to ...

Страница 11: ...e short the external contacts or expose to water or other liquids Dispose of the battery in accordance with local regulations and instructions from 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 ...

Страница 12: ... and fire hazard Do not expose this product to dripping or splashing liquids rain or moisture Objects filled with 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 ...

Страница 13: ...g 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 th...

Страница 14: ...ms 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 15: ... 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 inches 20 cm to maintain compliance 20100527 FCC DSL_Domestic For product available in the USA Canada market only channel 1 11 can be operated Selection of other channels is not possible This device and it s a...

Страница 16: ...g and troubleshooting the Cisco Model DPC3941 DOCSIS 3 0 x4 Wireless Residential Voice Gateway DPC3941 Purpose This guide covers the DPC3941 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 first formal release of this document ...

Страница 17: ...fits 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 DOCSIS Wireless Residential Voice 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 ...

Страница 18: ...enefits and Features Your new 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 ...

Страница 19: ...agement 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 ...

Страница 20: ... 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 residential gateway If your prod...

Страница 21: ...l gateway is exchanging data with the cable network 3 ONLINE ON the residential gateway is registered on the network and fully operational 4 2 4 GHz ON the wireless access point is operational Blinking indicates that data is being transferred over the wireless connection OFF indicates that the wireless access point is not enabled 5 5 GHz ON the wireless access point is operational Blinking indicat...

Страница 22: ...LINE 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 operating on battery power LEDs may behave differently when the residential gateway is running on battery power without AC power Most LEDs are disable...

Страница 23: ... wireless clients on the wireless network 2 PAGE OFF normal condition indicates the Page feature is not active SLOW BLINKING indicates the unit is on and communicating with registered telephone receivers 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 regis...

Страница 24: ...al Voice Gateway 8 OL 29163 01 Rev A Bottom Panel 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 ...

Страница 25: ...llustration Important Do not connect your PC to both the Ethernet and USB ports at the same time Your residential gateway will not function properly if both the Ethernet and USB ports are connected to your PC 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...

Страница 26: ...ur service provider Doing so may cause you to lose any settings you have selected 2 USB optional for some models Connects the residential gateway to selected devices For models that support USB the default is one USB port 3 TELEPHONE 1 and 2 RJ 11 telephone ports for connecting home telephone wiring to conventional telephones or fax machines 4 ETHERNET Four RJ 45 Ethernet ports to allow connection...

Страница 27: ...eway and to connect the residential gateway to a computer and other devices 2 Chapter 2 Installing the DOCSIS Wireless Residential Voice Gateway In This Chapter Installation Preparations 12 Install the Wireless Residential Voice Gateway 19 Configure Wireless Settings 22 MoCA Installation Guidelines 31 ...

Страница 28: ...thernet port Minimum Hardware Requirements for a Macintosh 32 MB of RAM Ethernet port Minimum Software Requirements for an Ethernet Connection Operating system with web browser TCP IP protocol WhatAre the Requirements for Telephone Service If you intend to use the residential gateway for digital telephone service verify that your home meets or exceeds all of the following requirements Maximum Numb...

Страница 29: ... to a telephone or fax machine The maximum distance from the unit to the most distant telephone device must not exceed 1000 feet 300 meters Use 26 gauge twisted pair or larger telephone wiring Important Connection to an existing or a new permanently installed home telephone wiring network should be completed by a qualified installer or at the direction of your telephone service provider What Types...

Страница 30: ... to use the high speed internet feature that this product offers Refer to Information Your Service Provider Needs on page 14 to learn how to locate this information Information Your Service Provider Needs You will need to give your service provider the following information which is printed on the bar code label attached to the device The Serial Number S N of the residential gateway The serial num...

Страница 31: ...ephone 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 voice service s Discuss these options with your tele...

Страница 32: ...t service Choose a location 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 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 Ch...

Страница 33: ...e 41 Installing the Battery 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 crush puncture dispose of in a fire short the exte...

Страница 34: ...own below 4 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 Wireless Residential Voice Gateway on page 19 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 Opera...

Страница 35: ...insert the battery in the residential gateway before you install the residential gateway in your home For assistance inserting the battery in the residential gateway go to Install the Battery on page 17 Connect Devices to the Wireless Residential Voice Gateway Professional installation may be available Contact your local service provider for further assistance The following diagram illustrates one...

Страница 36: ...onnection to the home telephone wiring network A fee may be charged for this service 2 Power off your PC and other networking device then unplug them from the power source 3 Connect the active RF coaxial cable from your service provider to the coax connector labeled MoCA 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 ne...

Страница 37: ... an AC outlet The residential gateway will perform an automatic search to locate and sign on to the broadband data network This process may take up to 2 5 minutes The residential gateway will be ready for use when the Power 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 on...

Страница 38: ... WAP to meet your needs These options are available as tabs on the Gateway Connection WiFi page Private WiFi Network Use this page to choose the wireless network mode that the Wireless Residential Gateway will use and to set up and other basic features including Security mode and Network Password MAC Filter Settings Use this page to configure MAC address filtering for your wireless network separat...

Страница 39: ...iFi 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 ...

Страница 40: ...gs to set values back to factory default values Section Field Description Wireless Network Wireless Network Use this setting to Enable or Disable the wireless network Network Name for 2 4 GHz SSID 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 factor...

Страница 41: ...t 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 Choose Automatic or Manual Automatic You can select Automatic factory default for automatic channel selection If Manual is selected user would be...

Страница 42: ...s clients If you hide your network you will need to configure each of your wireless client devices manually Edit 5GHz This section describes how to configure wireless settings for the 5 GHz wireless network Use the descriptions and instructions in the following table to manually configure the basic settings for wireless communication for the Wireless Residential Gateway After you make your selecti...

Страница 43: ...pen risky 64 bits 5 Ascii characters or 10 Hex digits 128 bits 13 Ascii characters or 26 Hex digits WPA PSK TKIP 8 to 63 Ascii characters or 64 Hex digits WPA PSK AES 8 to 63 Ascii characters or 64 Hex digits WPA2 PSK TKIP 8 to 63 Ascii characters or 64 Hex digits WPA2 PSK AES 8 to 63 Ascii characters or 64 Hex digits WPA2 PSK TKIP AES 8 to 63 Ascii characters or 64 Hex digits WPAWPA2 PSK TKIP AES...

Страница 44: ...y 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 the security reasons Broadcast Network Name SSID When this box is checked factory default the gateway transmits or advertises its presence to other wireless devices Client devices can automatically detect the access point when this beacon is enabled Leave t...

Страница 45: ...is feature allows user to give access privileges to certain wireless clients Section Field Description SSID Use this section to select which SSID would like to apply the filtered clients to Allow All allow access to all the clients included in WiFi Control List Allow allow access to the selected clients in WiFi Control List Deny deny access to the selected clients in WiFi Control List ...

Страница 46: ...ect which SSID would like to be selected to connect a client to using WPS WiFi Protected Setup WPS This section allows the user to enable disable WPS mechanism WPS PIN Method This section allows the user to enable disable the WPS PIN Method Connection Options User can select to use Push Button method or PIN Method connection In PUSH Button mode click PAIR after the client has asked WPS button to b...

Страница 47: ...ant in the 1000 1500MHz spectrum Its 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 attenuat...

Страница 48: ...the user interface go to Gateway Connections MoCA and ensure that the MoCA is set to enable Is this path correct 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 your residential gateway 6 If you have not already done so connect the existing coaxial cable from your TV set top box or any other de...

Страница 49: ... few seconds for the device to de discovered When discovered an LED labeled 2 4 GHz or 5 GHz should turn on At this point a MoCA node should be active in the network Please verify this step is correct 10 If you have not already done so connect an Ethernet compatible device for example a set top computer or PlayStation to the residential gateway s Ethernet port The ONLINE LED should turn on and the...

Страница 50: ...ators 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 36 Normal Operations AC Power Applied 38 Special Conditions 39 ...

Страница 51: ...oceeds immediately to Normal Operations See Normal Operations AC Power applied on page 38 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...

Страница 52: ...uest 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 ...

Страница 53: ...bled and operational Blinks When data is being transferred between the customer premise equipment 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 us...

Страница 54: ...tions 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 ...

Страница 55: ...Introduction This chapter describes how to maintain and replace the battery that is included with the residential gateway 4 Chapter 4 Maintaining the Battery In This Chapter Location of the Battery 42 Battery Maintenance 43 ...

Страница 56: ...Chapter 4 Maintaining the Battery 40 OL 29163 01 Rev A Location of the Battery The following illustration shows the location of the battery ...

Страница 57: ...e automatically as soon as you attach the 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...

Страница 58: ...ng 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 Wireless Residential Voice 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 43 Impo...

Страница 59: ...sidential gateway is installed and provides possible solutions and tips for improved performance of the residential gateway 5 Chapter 5 Troubleshooting the DOCSIS Wireless Residential Voice Gateway In This Chapter Frequently Asked Questions 46 Common Troubleshooting Issues 52 Tips for Improved Performance 54 ...

Страница 60: ...n under 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 opens 4 Click the Networking tab 5 Under This connection uses the following items click either Internet...

Страница 61: ... to 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...

Страница 62: ...the keys 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 Do I Renew the IPAddress on My PC If your PC cannot access the Internet after the residential gateway...

Страница 63: ...nternet 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 computer starts simultaneously press and hold down the Command Apple Option P and R keys on your keyboard Keep...

Страница 64: ...cribe to Cable TV If cable TV is available in your area data service may be made available with or without subscribing to cable TV service Contact your local service provider for complete information 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...

Страница 65: ... signal splitter Can I Use my Existing Phone Number with the Wireless Residential Voice Gateway Telephone numbers are portable in some areas Contact your telephone service provider for more information about using an existing telephone number How Many Telephones Can I Connect The RJ 11 telephone style connectors on the residential gateway can each provide telephone service to multiple telephones f...

Страница 66: ...gister an Ethernet connection after connecting to a hub 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 The Wireless Residential Voice Gateway does not register a cable connection The residential gateway works with a sta...

Страница 67: ...is 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 in...

Страница 68: ...y is illuminated 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 TCP IP settings are properly configured Verify that you have called your service provider and given them the serial number and MAC address of your residential gatew...

Страница 69: ...he menu 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 6 Chapter 6 Customer Information ...

Страница 70: ...rademarks 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 March 2013 Printed in United States of America Part Number 78 4041469 01 Rev A ...

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