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Chapter 8

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?

If you plugged the power cord into a power strip, make sure the strip is switched on.

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 and Online lights should be on.

 If the Power light blinks for more than 30 minutes, call your cable company 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.

Proceed to the Ethernet or wireless solutions if necessary.

I'm not getting on the Internet (Ethernet)

If you are using a hub, is the hub 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 a hub.

Press the Reset button on the back of the Telephony Gateway.

A misconfiguration could lock out all access to the Telephony Gateway router. If you think

this has happened, see Resetting the Router to Factory Defaults (page 37).

I'm not getting on the Internet (Wireless)

Check the indicator lights, see Using the Telephony Gateway (page 33) — the Wi-Fi light

should be on.

Release 24 STANDARD 1.1 January 2015 Touchstone TG2472 Telephony Gateway User Guide 38

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Arris TG2472G-NA User Guide Manuale Utente Pagina 38