Arris Touchstone TG4482 Telephony Gateway User Guide

Arris Touchstone TG4482 Telephony Gateway

Safety requirements

The ARRIS Telephony Gateway complies with the applicable requirements for performance, construction, labeling, and information when used as outlined below:

CAUTION:

• Potential equipment damage.
• Potential loss of service.
• Connecting the Telephony Gateway to existing telephone wiring should only be performed by a professional installer. Physical connections to the previous telephone provider must be removed and the wiring must be checked; there must not be any voltages. Cancellation of telephone service is not adequate. Failure to do so may result in loss of service and/or permanent damage to the Telephony Gateway.

CAUTION

This device is restricted to indoor use.

• The Telephony Gateway is designed to be connected directly to a telephone.
• Connecting the Telephony Gateway to the home’s existing telephone wiring should only be performed by a professional installer.
• Do not use product near water (i.e. wet basement, bathtub, sink or near a swimming pool, etc.), to avoid risk of electrocution.
• Do not use the telephone to report a gas leak in the vicinity of the leak.
• The product shall be cleaned using only a damp, lint-free, cloth. No solvents or cleaning agents shall be used.
• Do not use spray cleaners or aerosols on the Telephony Gateway.
• Avoid using and/or connecting the equipment during an electrical storm, to avoid risk of electrocution.
• Do not locate the equipment within 6 feet (1.9 m) of a flame or ignition source (i.e. heat registers, space heaters, fireplaces, etc.).
• Use only the external AC power adapter (if provided) and power cord included with the equipment.
• Equipment should be installed near the power outlet and should be easily accessible.
• The shield of the coaxial cable must be connected to earth (grounded) at the entrance to the building in accordance with applicable national electrical installation codes. In the U.S., this is required by NFPA 70 (National Electrical Code) Article 820. In the European Union and in certain other countries, CATV installation equipotential bonding requirements are specified in IEC 60728-11, Cable networks for television signals, sound signals and interactive services, Part 11: Safety. This equipment is intended to be installed in accordance with the requirements of IEC 60728-11 for safe operation.
• If the equipment is to be installed in an area serviced by an IT power line network, as is found in many areas of Norway, special attention should be given that the installation is in accordance with IEC 60728-11, in particular Annex B and Figure B.4.
• In areas of high surge events or poor grounding situations and areas prone to lightning strikes, additional surge protection may be required (i.e. PF11VNT3 from American Power Conversion) on the AC, RF, Ethernet and Phone lines.
• When the Telephony Gateway is connected to a local computer through Ethernet cables, the computer must be properly grounded to the building/residence AC ground network. All plug-in cards within the computer must be properly installed and grounded to the computer frame per the manufacturer’s specifications.
• Ensure proper ventilation. Position the Telephony Gateway so that air flows freely around it and the ventilation holes on the unit are not blocked.
• Do not mount the Telephony Gateway on surfaces that are sensitive to heat and/or which may be damaged by the heat generated by the modem, its power supply, or other accessories.

Get started

Introduction

Get ready to experience the Internet’s express lane! Whether you’re checking out streaming media, downloading new software, checking your email, or talking with friends on the phone, the Touchstone TG4492 Telephony Gateway brings it all to you faster and more reliably. All while providing toll quality Voice over IP telephone service and both wired and wireless connectivity.

The Touchstone TG4492 Telephony Gateway provides four Ethernet connections for use as the hub of your home/office Local Area Network (LAN). The TG4492 also provides 802.11a/b/g/n/ac wireless connectivity for enhanced mobility and versatility. In addition, the TG4492 provides for up to two separate lines of telephone service.

Installation is simple, and your service provider will help you with any special requirements.

About your new Telephony Gateway

The TouchstoneTG4492Telephony Gateway is DOCSIS compliant with the following features:

• Speed: up to 24 times faster than DOCSIS 2.0 cable modems.
• Convenience: supports Ethernet and 802.11a/b/g/n/ac wireless connections; both can be used simultaneously
• Flexibility: provides two independent lines of telephone service as well as high speed data
• Compatibility:
  • Data services: DOCSIS 3.0 compliant and backward-compatible with DOCSIS 2.0 or 1.1; supports tiered data services (if offered by your service provider)
  • Telephony services: PacketCable™ 2.0 compliant

The TG4492 provides:

• Wireless 802.11a/b/g/n/ac connectivity
• Two Ethernet ports for connections to non-wireless devices
• Up to two lines of telephone service
• DOCSIS 3.0 compliant with Li-Ion backup battery

What’s in the box

Make sure you have the following items before proceeding. Call your service provider for assistance if anything is missing.

• Telephony Gateway
• Power Cord
• Battery (not included with all models)
• Wireless Connection Configuration Guide
• Ethernet Cable
• End User License Agreement

Items you need

Telephony Gateway package

See What’s in the box (page 10) for a list of items in the package.

• Coaxial cable (coax): This is a round cable with a connector on each end. It is the same kind of wire used to connect to your television for cable TV. You can buy coax from any electronics retailer and many discount stores; make sure it has connectors on both ends. There are two types of connectors, slip-on and screw-on; the screw-on connectors are best for use with your Telephony Gateway. The coax should be long enough to reach from your Telephony Gateway to the nearest cable outlet.
• Phone Cable: This is a standard phone cable with standard phone connectors (RJ11 type) on both ends. You can buy phone cables from any electronics retailer and many discount stores.
• Splitter (optional): Provides an extra cable connection by splitting a single outlet into two. You may need a splitter if you have a TV already connected to the cable outlet that you want to use. You can buy a splitter from any electronics retailer and most discount stores; you may also need a short piece of coax cable (with connectors); use it to connect the splitter to the cable outlet and then connect the Telephony Gateway and TV to the splitter.
  Note: Using several splitters in a line may deteriorate the quality of your television, telephone, and/or internet connection. Information packet Your service provider should give you a packet containing information about your service and how to set it up. Read this information carefully and contact your service provider if you have any questions.

Contact your service provider

Before trying to use your new Telephony Gateway, contact your local service provider to establish an Internet account and telephone service. When you call, have the following information ready:

• the Telephony Gateway serial number and cable MAC addresses of the unit (printed on the Telephony Gateway)
• the model number of the Telephony Gateway (printed on the Telephony Gateway) If the Telephony Gateway was provided by your service provider, they already have the required information. In addition, you should ask your service provider the following questions:
• Do you have any special system requirements or files that I need to download after I am connected?
• When can I start using my Telephony Gateway?
• Do I need a user ID or password to access the Internet or my e-mail?
• Will my phone number(s) change?
• What new calling features will I have and how do I use them?

About this manual

This manual covers the Touchstone TG4492 Telephony Gateway. The model number is on the label affixed to the Telephony Gateway.

Ethernet or wireless?

There are two ways to connect your computer (or other equipment) to the Telephony Gateway.

Ethernet

Ethernet is a standard method of connecting two or more computers into a Local Area Network (LAN). You can use the Ethernet connection if your computer has built-in Ethernet hardware.

Ethernet connections are slightly more secure than wireless connections, making it harder for unauthorized users to “eavesdrop” on communications between the router and the connected device. However, Ethernet connections are not as convenient or easy to install as wireless connections.

Note: To connect more than four computers to the TG4492 through the Ethernet ports, you need an Ethernet hub (available at computer retailers). The Telephony Gateway package comes with one Ethernet cable (the connectors look like wide telephone connectors); you can purchase more cables if necessary at a computer retailer. If you are connecting the Telephony Gateway directly to a computer, or to an Ethernet hub with a cross-over switch, ask for Category 6 (CAT6) straight-through cable. CAT6 cable is required for best Ethernet performance. Regular CAT5 or CAT5e cable may not allow full-speed Ethernet operation.Wireless

Wireless access lets you connect additional (wireless-capable) devices to Telephony Gateway. The 802.11 wireless LAN standard allows one or more computers to access the TG4492 using a wireless (radio) signal. These connections are in addition to the connections supported via Ethernet.

Wireless connections are easier to install than standard Ethernet connections. However, wireless connections are slightly less secure, increasing the chances that unauthorized users could “eavesdrop” on connections between the router and the connected device.

Note: You can use the wireless connection if your computer has a built-in or aftermarket plug-in wireless adapter. To learn more about which wireless hardware works best with your computer, see your computer dealer.

Both

If you have two or more computers, you can use Ethernet for up to four devices and wireless for the others. To connect five or more computers to the Ethernet ports, you will need an Ethernet hub (available at computer retailers.)

Install and connect your Telephony Gateway

Before you start, make sure that:

• You have contacted your service provider and verified that they provide data and telephone service using standard DOCSIS technology.
• You have all the Items you need (page 10).
• Cable, phone, and power outlets are available near the computer. If a cable outlet is not conveniently located, your service provider can install a new one.

If you have ordered service, your service provider should configure the Telephony Gateway automatically. You need only follow the instructions in this section to install and connect the Telephony Gateway.

CAUTION:Risk of equipment damage. Only qualified installation technicians should connect the Telephony Gateway to house wiring. Incumbent telephone service must be physically disconnected at the outside interface box before making any connections.

Front panel

The front of the TG4492 has the following indicators.

1. Arris Touchstone TG4482 Telephony Gateway 5

Rear panel

The rear of the TG4492 has the following connectors and controls.

1. WPS button: Begins associating the Telephony Gateway with a wireless device.
2. Tel (1 – 2): Connector for the first phone line (or both lines of a 2-line phone).
3. Ethernet (1 – 4): Connectors for use with a computer LAN port.
4. Cable: Connector for the coaxial cable.
5. Power: Connector for the power cord.

Choose an installation location

There are a number of factors to consider when choosing a location to install your Telephony Gateway:

• Is an AC outlet available nearby? For best results, the outlet should not be switched and should be close enough to the Telephony Gateway that extension cords are not required.
•  Is a cable jack available? For best performance, keep the number of splitters between the jack and cable drop to a minimum. Each splitter attenuates (reduces) the signal available to the Telephony Gateway. A large number of splitters can slow down the Internet connection and even affect your telephone service.
• Can you easily run cables between the Telephony Gateway’s location and the phones?
• If you are connecting devices to the Ethernet ports, can you easily run cables between the Telephony Gateway’s location and those devices?
• If you want to install the Telephony Gateway on a desktop, is there enough space on either side to keep the vents clear? Blocking the vents may cause overheating.
• How close are your wireless devices? The Telephony Gateway wireless connection range is typically 100–200 feet (30m–65m). A number of factors can affect connection range, as described below.

Set up your parental controls

1. Access and log into the wireless configuration interface as explained in Access the configuration interface (page 20).
2. Click the Firewall tab and then click Parental Controls in the side menu to display the Parental Controls screen.
3. Check the Enable Parental Controls checkbox and click the Apply button.
4. Configure any or all of the following parental controls:
   • Trusted MAC Addresses:Enter the MAC addresses of any “trusted” computers on the network and click the Apply button. You can add two trusted computers. Once added, these trusted
     computers will not be affected by the parental control settings. For example, you may want the computers of the father and mother to be trusted, while the childrens’ computers have parental controls in effect.
     Note: Refer to the Find the MAC address of a computer (page 21) for information on determining the MAC address of your computer.
   • Keyword and Web Site Filtering: You can add a list of keywords and web sites that you want to block. To add a keyword or web site to the list, click the respective Add button. To delete a keyword or web site from the list, first click its check box and then click the Delete button.Add Keyword Filter Dialog BoxAdd Web Site Filter Dialog Box
     ▶ Adding a Keyword or Web Site Filter
5. Enter the keyword in the Keyword field or web site URL address in the Web Site field.
6. Click the checkboxes for the days you want access blocked, or click the All Week checkbox for all week.
7. Set the start time and end time during the specified days (24-hour clock). (0:00 until 0:00 indicates all day, or just click the All Day checkbox.)
   
8. Click the Add Keyword Filter or Add Web Site Filter button respectively. Then click the Apply button.

Configure your Ethernet connection

If your computer has a LAN card that provides an Ethernet connection, you may have to configure your computer’s TCP/IP settings. The following steps will guide you through setting your computer’s TCP/IP settings to work with the Telephony Gateway.

Requirements

Make sure you have the following before attempting to configure your Ethernet connection:

• Computer with Ethernet interface.
• Ethernet cable.
• IP address, subnet, gateway, and DNS information for installations not using DHCP.

How to use this section

The following list shows the procedures for modifying the TCP/IP settings on the computer. The procedure is slightly different depending on the operating system that you are using. Please ensure you are using the correct steps for the operating system on your computer. Follow the links below for instructions to configure your Ethernet connection on your operating system.

• Configure TCP/IP for Windows Vista (page 23)
• Configure TCP/IP for Windows 7, Windows 8, or Windows 10 (page 24)
• Configure TCP/IP for macOS (page 24)

Configure TCP/IP for Windows Vista

1. Open the Vista Control Panel.
2. Double-click Network and Sharing Center to display the Network and Sharing Center Window.
3. Click Manage network connections. If prompted for a connection, choose Local Area Connection. The Network Connections window appears.
4. Double-click the Local Area Connection to open the Properties window:
   Note: If Windows requests permission to continue, click Continue.
5. Double-click Internet Protocol Version 4 (TCP/IPv4) to configure TCP/IPv4.
   Note: If your service provider requires TCP/IP version 6, double-click Internet Protocol Version 6 (TCP/IPv6) to configure TCP/IPv6. The TCP/IP properties window for the version you selected appears.
6. For either TCP/IPv4 or TCP/IPv6, select Obtain an IP address automatically and Obtain DNS server address automatically, unless instructed otherwise by your service provider.
7. Click OK to accept the new settings and close the Properties window.

Configure TCP/IP for Windows 7, Windows 8, or Windows 10

1. 1. Click the Start menu and type network and sharing into the Search box.
   2. Select Network and Sharing Center when it appears.
   3. Click Change adapter settings from the left-side menu.
   4. Right-click on your local area connection icon and select Properties to open the Properties window.
   5. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties to configure TCP/IPv4.
      Note: If your service provider requires TCP/IP version 6, select Internet Protocol Version 6 (TCP/IPv6) and click Properties to configure TCP/IPv6. The TCP/IP properties window for the version you selected appears.
   6. For either TCP/IPv4 or TCP/IPv6, select Obtain an IP address automatically and Obtain DNS server address automatically, unless instructed otherwise by your service provider.
   7. Click OK to accept the new settings and close the Properties window. Then click Close to back out of the remaining setup screens.

Configure TCP/IP for macOS

1. 1. 1. Open System Preferences, either by choosing System Preferences from the Apple menu or by clicking the System Preferences icon in the dock.
      2. Click the Network icon.
      3. Choose Automatic from the Location drop-down menu, and Built-in Ethernet from the Show menu.
      4. Choose the TCP/IP tab, if necessary. If you are using TCP/IPv4, go to step 5.If your service provider requires TCP/IPv6, go to step 8.
      5. Choose Using DHCP from the Configure IPv4 menu.
      6. If necessary, click the Renew DHCP Lease button.
      7. Close the System Properties application. TCP/IPv4 configuration is completed.
      8. If you are using TCP/IPv6, click Configure IPv6 near the bottom of the previous window.
      9. Choose Automatically from the Configure IPv6 drop-down menu and click OK.
      10. Close the System Properties application.

Operate the Telephony Gateway

This chapter describes the controls and features available on the Telephony Gateway, and covers basic troubleshooting procedures.

• Set up your computer to use the Telephony Gateway (page 26)
• Indicator lights for the TG4492
• Use the Reset button
• Reset the Telephony Gateway to factory defaults

Set up your computer to use the Telephony Gateway

Follow the instructions in the information packet supplied by your service provider. Contact your service provider if you need help setting up your computer.

Indicator light for the TG4492

The Telephony Gateway has an LED indicator light to assist in troubleshooting.

1. Status LED: Indicates the device power and status.

LED patterns

Light patterns that may appear on the status LED

Wiring problems

If the Telephony Gateway begins flashing its LED for more than 10 seconds, this indicates a problem with the telephone wiring — the red and green wires may be shorted (touching), or there may be undesired voltage on the lines. If this pattern persists for more than 10 seconds, disconnect the telephone lines from the Telephony Gateway, then call a wiring technician for assistance.

Troubleshooting

The Telephony Gateway is plugged in, but the power light is off

Check all power connections. Is the power cord plugged in firmly at both ends?

Note: Use only the power adapter and power cord included with the equipment.

If you plugged the power cord into a power strip, make sure the strip is switched on. Make sure that the rear panel power switch is set to the ON position. Avoid using an outlet controlled by a wall switch, if possible. Finally, check the fuse or circuit breaker panel.

I’m not getting on the Internet (all connections)

It may take over 30 minutes to establish a connection the first time you power up your Telephony Gateway, especially when many people are online. Always leave your Telephony Gateway plugged into AC power and connected to the cable system. Check the front panel lights. The Power light should be on. If the light blinks for more than 30 minutes, call your service provider for assistance.

Check your cable connections. Connectors should be tight. The coax cable should not be pinched, kinked, or bent sharply—any of these can cause a break or short in the cable (you may have to replace the cable). If you have one or more splitters between the Telephony Gateway and CATV outlet, remove the splitters and connect the Telephony Gateway directly to the outlet.

I’m not getting on the Internet (Ethernet)

If you are using an Ethernet hub, is it turned on?

Are you using the right type of Ethernet cable? Use the supplied cable for direct connection to a computer; use a cross-over cable for connection to an Ethernet hub. Press the Reset button on the back of the Telephony Gateway. A misconfiguration could lock out all access to the Telephony Gateway. If you think this has happened, see Reset the Telephony Gateway to factory defaults.

I’m not getting on the Internet (wireless)

Check to be sure that the Wi-Fi light is on. See Operate the Telephony Gateway (page 26) for more information. Does your connection utility discover your wireless LAN? If you turned off “Broadcast SSID” you need to manually enter the name of your wireless LAN in the connection utility. Change your security mode to “disabled.” Enable one of the other security modes as soon as you find the problem.

A misconfiguration could lock out all access to the Telephony Gateway. If you think this has happened, see Reset the Telephony Gateway to factory defaults.

My wireless Internet connection stops working sometimes

This is usually caused by interference. Two common sources are 2.4GHz “remote” telephones and microwave ovens. If you cannot remove the interfering product, try using a different channel or setting Protected Mode.

I can get on the Internet, but everything is slow

If the website you are visiting is very popular, that site may be having trouble servicing all the requests. If other sites download quickly, wait for a few minutes and try again. Usage during peak hours may also affect the connection speed. Other communications on the LAN, or interference with wireless connections, may slow down the connection.

I don’t have a dial tone when I pick up the phone

In order for telephone service to be functional on the Telephony Gateway, telephone service must have been purchased from the service provider and configured on your Telephony Gateway. The following steps should help in identifying the source of the problem.

1. Check to make sure the Telephony Gateway is plugged in and the outlet has power. Use only the external AC power adapter (if provided) and power cord included with the equipment.
2. Check the coax connection at the Telephony Gateway and the wall. Ensure they are connected and tight. If they are and you do not have dial tone, contact your service provider.
3. Is the phone plugged directly into the Telephony Gateway? Make sure the phone is plugged into the port on the back of the Telephony Gateway labeled “Tel 1” for line 1, and “Tel 2” for line 2.
   • If so, try a different phone. Make sure the new phone is a working phone.
   • If a known good phone is used and you still don’t have dial tone, try a different phone cable. If a new phone and cable do not restore dial tone, call your service provider.
4. Is the Telephony Gateway plugged into a wall outlet?
   • If so, unplug the phone connector at the back of the Telephony Gateway and plug in a known working phone. If you now have dial tone, the problem is with the house wiring. Contact your cable company or a qualified wiring technician to correct the house wiring. If you still do not have dial tone, contact your service provider.

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Arris Touchstone TG4482 Telephony Gateway-FAQs