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Sa Troubleshooting Glossary

0 Cable Modemuide

ess lane! Whether you’re checking outre, or checking your email, the Touch-ou faster and more reliably. The high-u waiting.

USB connection for easy hookup. TheEthernet connection for use with eitheran even hook up two separate comput-ections.

e connections and restarting your com- with any special requirements.

and detailed instructions.

fety Getting Started Installation USB Drivers Usage

Touchstone® CM55User’s G

Get ready to experience the Internet’s exprstreaming media, downloading new softwastone CM550 Cable Modem brings it all to yspeed, always-on connection won’t keep yo

The Touchstone Cable Modem provides anTouchstone Cable Modem also provides an a single computer or home/office LAN. You cers at the same time using both these conn

Installation can be as simple as making threputer. Your cable company will provide help

Follow the links below for more information

Safety Requirements

Getting Started

Installing and Connecting Your Cable Modem

Installing USB Drivers on Your PC

Using the Cable Modem

Troubleshooting

Prev Next CM550 Cable Modem User’s Guide 1

Glossary

Exp

Thi Bureau of Export Administration au-tho Administration Regulation is prohib-ited

Cop

The hnical data, and recommendations inthis ranty. Users must take full responsi-bilit s proprietary to ARRIS.

ARR ered trademarks are the property ofthe

Rel

ort Regulations

s product may not be exported outside the U.S. and Canada without U.S. Department of Commerce, rization. Any export or re-export by the purchaser, directly or indirectly, in contravention of U.S. Export.

yright © 2003–2008 ARRIS. Patents pending. All rights reserved.

information in this document is subject to change without notice. The statements, configurations, tec document are believed to be accurate and reliable, but are presented without express or implied wary for their applications of any products specified in this document. The information in this document i

IS, Touchstone, and the ARRIS logo are trademarks of ARRIS Group. All other trademarks and registir respective holders.

ease 5 Standard 1.2 December 2008

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Safety e Troubleshooting Glossary

SafetARRIS coconstruct

• Dobasp

• Do

• Avtri

• Tove

• UsMo

• Eqbe

• Th(gapis thlat60anteIE

Labels

Definition

mation point within a triangle alerts you ortant operating and maintenance

terminal to which or from which an ) current or voltage may be applied or

inal to which or from which a direct cur- applied or supplied.

Prev Next CM550 Cable Modem User’s Guide

Getting Battery USB Ethernet

Started Installation Installation Drivers Configuration Usag

y Requirementsmplies with the applicable requirements for performance,ion, labeling, and information as outlined below:

not use the Cable Modem near water (i.e. wet basement,thtub, sink or near a swimming pool, etc.). Avoid pouring orilling liquids on the Cable Modem.

not use spray cleaners or aerosols on the Cable Modem.

oid using and/or connecting the Cable Modem during an elec-cal storm, to avoid risk of electrocution.

prevent overheating your Cable Modem, do not block thentilation holes on the sides of the unit.

e only AC adapter and power cord included with the Cabledem.

uipment should be installed near the power outlet and should easily accessible.

e shield of the coaxial cable must be connected to earthrounded) at the entrance to the building in accordance withplicable national electrical installation codes. In the U.S., thisrequired by NFPA 70 (National Electrical Code) Article 820. Ine European Union and in certain other countries, CATV instal-ion equipotential bonding requirements are specified in IEC728-11, Cable networks for television signals, sound signalsd interactive services, Part 11: Safety. This equipment is in-nded to be installed in accordance with the requirements ofC 60728-11 for safe operation.

Markings, Symbols, and

Regulatory Symbols

Functional Indicators

CAUTIONPotential equipment damageDo not locate the equipment within 6 feet (1.9m) of a flame or ignition source (e.g. heat registers, space heaters, fireplaces, etc.), to avoid damage or injury from battery explosion.

Symbol

Instructions: The exclato the presence of impinstructions.

Alternating Current: Aalternating (sine wavesupplied.

Direct Current: A termrent or voltage may be

No user serviceable parts inside. Refer service to qualified

personnel only!

This device complies with Part 15, Class B of the FCC Rules. Operation is subject to the following two conditions: (1) This device may not cause harmful interference. (2) This device must accept any interference received, including interference that may cause undesired operation.

12 V, 0.75 A max

C US

LISTED

I.T.E.92RF

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Safety e Troubleshooting Glossary

Radio F

United SThis devicject to thharmful inreceived,

Product UL listed

EuropeThis prbility (the Low68/EECabove

A copyInterna

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Getting Battery USB Ethernet

Started Installation Installation Drivers Configuration Usag

requency Emissions and Immunity

tates Compliancee complies with part 15 of the FCC Rules. Operation is sub-e following two conditions: (1) This device may not causeterference, and (2) this device must accept any interference

including interference that may cause undesired operation.

Safetyper UL60950.

an Complianceoduct complies with the provisions of the Electromagnetic Compati-EMC) Directive (89/336/EEC), the Amending Directive (92/31/EEC),

Voltage Directive (73/23/EEC), and the CE Marking Directive (93/). As such, this product bears the CE marking in accordance with the

applicable Directive(s).

of the Declaration of Conformity may be obtained from: ARRIStional, Inc., 3871 Lakefield Drive, Suite 300, Suwanee, GA 30024.

As indicated by the symbol below, disposal of thisproduct or battery is governed by Directive 2002/96/EC of the European Parliament and of the Councilon waste electrical and electronic equipment(WEEE). WEEE could potentially prove harmful tothe environment; as such, upon disposal of theCable Modem the Directive requires that this prod-uct must not be disposed as unsorted municipalwaste, but rather collected separately and disposedof in accordance with local WEEE ordinances.

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CSIS 2.0 (A-TDMA and S-CDMA) ready

SDN service Ethernet; both can be used simulta-

a services (if offered by your cable

re proceeding. Call your cable company

0/XP)


Getting StartedAbout Your New Cable ModemThe Touchstone CM550 Cable Modem is a DOcable modem with the following features:

• Speed: much faster than dialup or I• Convenience: supports USB 1.1 and

neously• Compatibility: supports tiered dat

company)

What’s in the Box?Make sure you have the following items befofor assistance if anything is missing.

• Cable Modem• AC Adapter• Quick Installation Guide• End User’s License Agreement

• USB Cable• Ethernet Cable• CD-ROM

What’s on the CD?The CD provides the following items:

• Animated Installation Guide• Quick Install Guide• User’s Guide• USB Drivers (Windows 98SE/ME/200


• USB Uninstall Utility

• Adobe Acrobat Reader• ARRIS Contact Information• End User License Agreement

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self, make sure you have the following

’s in the Box? for a list of items in the

the picture to the left, this is a thin ca-is the same kind of wire used to connect buy coax from any electronics retailersure it has connectors on both ends., slip-on and screw-on; the screw-onur Cable Modem.) The coax should bele Modem to the nearest cable outlet.

tra cable connection by splitting a singletter if you have a TV already connected use. You can buy a splitter from anynt stores; you may also need a shortrs); use it to connect the splitter to theble Modem and TV to the splitter.

al in half and sends each half to its two a line may slow down or stop Internet TV pictures.

mpany should furnish you with a packetervice and how to set it up. Read thisr cable company if you have any ques-


Items You NeedIf you are installing the Cable Modem youritems on hand before continuing:

• Cable modem package: see Whatpackage.

• Coaxial cable (coax): as shown inble with a connector on each end. It your television for cable TV. You canand many discount stores; make (There are two types of connectorsconnectors are best for use with yolong enough to reach from your Cab

• Splitter (optional): provides an exoutlet into two. You may need a splito the cable outlet that you want toelectronics retailer and most discoupiece of coaxial cable (with connectocable outlet and then connect the Ca

Note: A splitter effectively cuts the signoutputs. Using several splitters incommunications, or cause snowy

• Information packet: your cable cocontaining information about your sinformation carefully and contact youtions.

Coax Cable


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th most computers. The following de-stem; see the documentation for youring networking.

high-speed Internet service from your

s 98, Windows 98 SE (Second Edition),P

ition), Windows ME, Windows 2000, or

cOS 9.2 (Open Transport recommend-

, TCP/IP, and DHCP must be enabled in


System RequirementsThe Touchstone Cable Modem operates wiscribes requirements for each operating sysystem for details on enabling and configur

To use the Cable Modem, you need DOCSIScable company.

WindowsEthernet connection: Windows 95, WindowWindows ME, Windows 2000, or Windows X

USB connection: Windows 98 SE (Second EdWindows XP

MacOSEthernet connection only: System 7.5 to Maed) or MacOS X

Linux/other UnixEthernet connection only: Hardware driversthe kernel


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ter (or other equipment) to the Cablewhich is best for you:

g two or more computers into a Localnection if your PC has built-in Ethernet want to share the Cable Modem con-

rs to the Ethernet port, you need a hubt computer retailers).

oot (1.9m) Ethernet cable (the connec-ou can purchase more cables if neces-cting the Cable Modem directly to a PC,ter with a cross-over switch, ask forIf you are connecting the Cable Modemhout a crossover switch, ask for a Cat-

nnecting a variety of accessories, suchnications devices (including cable mo-ion if you have only one computer, andsystem (Windows 98 Second Edition orre.

-foot (1.6m) USB cable; you can pur-)—at a computer retailer. Ask for a USB on one end (to connect to the PC) andnnect to the Cable Modem).


Ethernet or USB?There are two ways to connect your compuModem. The following will help you decide

EthernetEthernet is a standard method of connectinArea Network (LAN). Use the Ethernet conhardware, or does not use Windows, or younection with several computers.

Note: To connect two or more computeor broadband router (available a

The Cable Modem package comes with a 6-ftors look like wide telephone connectors); ysary at a computer retailer. If you are conneor to an Ethernet hub or broadband rouCategory 5 (CAT5) straight-through cable. to an Ethernet hub or broadband router witegory 5 crossover cable.

USBUSB (Universal Serial Bus) is meant for coas keyboards, mice, printers, and commudems) to a single PC. Use the USB connectthe computer is using a Windows operating later), and has no built-in Ethernet hardwa

The Cable Modem package comes with a 5chase a longer cable—up to 14-foot (4.25mA/B cable—it has a long narrow connectora square connector on the other end (to co

Ethernet Cable


BothIf you have two or more computers, you can connect one computer to the CableModem’s USB port and one or more to the Ethernet port. To connect two or morecomputers to the Ethernet port, you need a hub or broadband router (available atcomputer retailers).

For more information about connecting two or more computers, contact your cableservice provider.

USB Cable

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on to the Internet requires a certainsers—including the need to maintain a is 100% secure, you can use the fol-

ity:

d with the latest security patches. Runekly.

ith the latest security patches. In addi-g attachments, or opening files sent

ible.

pdated.

services over your Cable Modem. Be- most cable companies prohibit running and may suspend your account for vi-

s for sending email.

you are certain that it is not open fore are shipped open by default). Crimi-ies to hide their identity when breakingm. If you have an open proxy, your ca-unt to protect the rest of the network.

a wireless LAN, make sure you enableess hub (for the same reason that younsult the documentation and technical

rovider for help.


What About Security?Having a high-speed, always-on connectiamount of responsibility to other Internet ureasonably secure system. While no systemlowing tips to enhance your system’s secur

• Keep your operating system updatethe system update utility at least we

• Keep your email program updated wtion, avoid opening email containinthrough chat rooms, whenever poss

• Install a virus checker and keep it u

• Avoid providing web or file-sharing sides certain vulnerability problems,servers on consumer-level accountsolating your terms of service.

• Use the cable company’s mail server

• Avoid using proxy software unless abuse by other Internet users (somnals can take advantage of open proxinto other computers or sending spable company may suspend your acco

• If you connect your Cable Modem tosecurity and encryption on the wirelshould run only secured proxies). Cosupport of the wireless equipment p


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ting Your Cable

any and verified that they provide datanology.

u Need.

le near the PC. If a cable outlet is notpany can install a new one.

, contact your local cable company tol, have the following information ready:

MAC address (printed on a sticker on

em

dition, you should ask your cable com-

uirements or files that I need to down-

dem?

access the Internet or my e-mail?


Installing and ConnecModemBefore you start, make sure that:

• You have contacted your cable compservice using standard DOCSIS tech

• Make sure you have all the Items Yo

• Cable and power outlets are availabconveniently located, your cable com

Getting ServiceBefore trying to use your new Cable Modemestablish an Internet account. When you cal

• the Cable Modem serial number andthe bottom of the Cable Modem)

• the model number of the Cable Mod

Save this information for future use. In adpany the following questions:

• Do you have any special system reqload after I am connected?

• When can I start using my Cable Mo

• Do I need a user ID or password to


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ing indicators and controls:

m is setting up; on steadily when ready

e cable system; on steadily otherwise.

e cable system; on steadily otherwise.

is connected to the Internet.

ing data to the PC over the Ethernet orse.

Cable


Front PanelThe front of the Cable Modem has the follow

A Power: blinks when the Cable Modefor use.

B DS: blinks when receiving data on th

C US: blinks when sending data on th

D Online: on when the Cable Modem

E Link: flickers when sending or receivUSB connection; on steadily otherwi

Modem Front Panel

A

BCDE


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ing connectors and controls:

able Modem directly to a PC.

he Cable Modem to a PC or home net-

em as if you disconnected power. Use a this button.

Cable


Rear PanelThe rear of the Cable Modem has the follow

A Power: plug the AC adapter in here.

B USB connector: for connecting the C

C Ethernet connector: for connecting twork LAN.

D Reset button: resets the Cable Modpointed non-metallic object to press

E Cable: plug the coax cable in here.

Modem Rear Panel

B C D EFA


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wall or place it on a desktop. For wall-le Modem with the indicators facing up-

you have the following tools and mate-

epending on what kind of screws you

the Cable Modem Quick Installation

ecuring the mounting template to the

wo #8 x 38.1 mm (1.5 inches) self tap-d be approximately 6 mm (0.25 inches)

h (35mm or 40mm) anchor bolts

. The power cord must reach the outletg extension cords.

ble runs).

m on drywall, try to position the Cablerews are fastened to a stud. This mayulling out of the wall in the future.

le Modem, do not block the ventilation


Mounting the Cable ModemYou can either mount the Cable Modem on amount applications, you can mount the Cabward (vertical) or to the size (horizontal).

Tools and MaterialsFor wall-mounted installations, make sure rials before proceeding:

• screwdriver (flat-blade or Phillips, duse)

• wall-mount template (included withGuide)

• transparent tape (for temporarily swall)

• for mounting on plywood or studs: tping screws; the head diameter shoul

• for mounting on drywall: two 1.5 inc

LocationAlways position the Cable Modem:

• within 1.3 m (4 feet) of an AC outletwithout stretching and without addin

• near a cable outlet (to avoid long ca

Note: When mounting the Cable ModeModem so at least one of the scprevent the Cable Modem from p

To prevent overheating your Cabholes on the sides of the unit.


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he surface where you intend to mounte with transparent tape.

he specified locations for the mountingthe template from the surface.

olts) into the wall. Leave a gap of aboutcrew head and the wall.

dicator lights facing up or right, as de-he back of the Cable Modem) over thentil the narrow end of the keyhole slot

dem.

ed or moved

m up on its side, pull the oval foot outd place the Cable Modem in the desired

dem.


Instructions

Wall-mounting instructions

1 Position the mounting template on tthe Cable Modem and secure in plac

2 Drill holes through the template in tscrews. After drilling holes, remove

3 Drive both of the screws (or anchor b6 mm (0.250 inches) between the s

4 Orient the Cable Modem with the insired. Slip both mounting slots (in tscrews, then slide the case down ucontacts the screw shaft.

5 Proceed to Connecting the Cable Mo

Desktop mounting instructions

1 Position the Cable Modem so that:

• air flows freely around it• the back faces the nearest wall• it will not fall to the floor if bump

2 If you want to stand the Cable Modeslightly, twist the foot (as shown), anlocation.

3 Proceed to Connecting the Cable Mo


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he CD-ROM included with your modem.

to the cable outlet or splitter, and theble connector (E). Tighten the connec-

cable connectors can cause data errors,

nto the Power connector (A) on the Ca-

ient AC outlet.

able Modem should light up, then start Power light does not turn on.

power, proceed as needed:

ter to both the Ethernet and USB ports.

le to the yellow port on the back of the00,” (C) and the other end to the Ether-dband router.

puter, use the Ethernet cable included it is too short. Longer Ethernet cablesailer.

Rear

A P

B U

C E

D R

E C


Connecting the Cable Modem

1 Power up your computer and insert t

2 Connect one end of the coaxial cableother end to the Cable Modem’s Cations by hand.

Note: Improperly tightened coaxial making your connection slower.

3 Insert the plug from the AC adapter ible Modem.

4 Insert the power cord into a conven

The Power light on the front of the Cflashing. See Troubleshooting if the

5 After connecting the coax cable and

• Making Ethernet Connections • Making USB Connections

Note: Do not connect a single compu

Making Ethernet Connections

6 Connect one end of the Ethernet cabCable Modem labeled “Ethernet 10/1net port on a computer, hub, or broa

Note: If you are connecting to a comin the Cable Modem package unlessare available from any computer ret

Making USB Connections

Panel

ower

SB

thernet

eset button

able

B C D EF

A


7 Connect one end of the USB cable to the USB port on the computer, and theother end to the blue USB port (B) on the back of the Cable Modem.

Your PC should detect the Cable Modem and begin installing the drivers. See Installing USB Drivers on Your PC for driver installation details.

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on Your PCPC’s USB port, Windows automaticallythe USB drivers.

tempting to install the USB drivers:

s 2000, Windows ME, or Windows XPre not supported)

the installation of USB drivers from the

is included in your Cable Modem pack-

see the installation instructions.

8SE

000

P

E

ista


Installing USB DriversWhen you plug the Cable Modem into the detects the hardware and begins installing

RequirementsMake sure you have the following before at

• PC with:

— CD-ROM drive

— at least one free USB port

— one of: Windows 98SE, Window(Windows 95 and Windows NT a

— ARRIS USB Driver CD

Note: Windows XP does not require CD.

• USB of appropriate length (a cable age)

Installation InstructionsSelect the link for your operating system to

• Installing USB Drivers on Windows 9

• Installing USB Drivers on Windows 2

• Installing USB Drivers on Windows X

• Installing USB Drivers on Windows M

• Installing USB Drivers on Windows V

• Removing USB Drivers


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ws 98SE Windows 98 Second Edition.

the order shown to minimize possibleg in the USB cable before inserting theng driver.

the Power light should be on). If not, in Connecting the Cable Modem.

able Modem package into the CD-ROM

B cable into the Cable Modem and theort.

ating that the PC has detected a new


Installing USB Drivers on WindoFollow these steps to install USB drivers on

Note: Always perform these steps in problems. For example, if you pluCD, Windows may install the wro

1 Make sure the Cable Modem is on (connect the AC adapter as described

2 Insert the CD that came with the Cdrive.

3 Plug the appropriate end of the USother end into the computer’s USB p

The following window appears, indicUSB device:


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New Hardware Wizard and display theort delay):

nd click the Next button.

ptions:


4 Wait for the system to start the Addfollowing window (there may be a sh

5 Select “Search for the best driver” a

The wizard displays a list of search o


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elected (checked), then click the Next

cations, then displays the location and

CD drive, and the CD is inserted prop-

y Computer” and note the letter of the (on most systems, the CD drive is at

re Wizard, and click the Back button.

screen, shown in step 5.

choose the drive letter that corresponds

hown above. If not, contact your cable


6 Make sure the CD-ROM option is sbutton.

The wizard searches the specified loname of the appropriate driver.

Note: If the wizard can not find theerly, follow these steps:

a. On the Windows desktop, open “MCompact Disc (or CD-ROM) driveD: or E:)

b. Return to the Found New Hardwa

The wizard displays the previous

c. Select “Specify a Location,” then to the CD drive from the menu.

d. Click the Next button.

You should now see the screen scompany for help.


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displays a window indicating that the


7 Click the Next button.

The wizard installs the drivers, theninstallation is complete.


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ws 2000 Windows 2000.





llation wizard and display the following):







4 Wait for the system to start the instawindow (there may be a short delay


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tion of the drivers.

wizard is looking for the ARRIS RNDISSpecification) driver for the Cable Mo-



The wizard prompts you for the loca

Note: The dialog indicates that the (Remote Network Device Interface dem.


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.”, then click the Next button.

ptions.


6 Select “Search for a suitable driver..

The wizard displays a list of search o


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elected (checked), then click the Next

cations, then displays the location and

CD drive, and the CD is inserted prop-

y Computer” and note the letter of the (on most systems, the CD drive is at

re Wizard, and click the Back button.

screen, shown in step 6.

choose the drive letter that corresponds


7 Make sure the CD-ROM option is sbutton.

The wizard searches the specified loname of the appropriate driver.

Note: If the wizard can not find theerly, follow these steps:

a. On the Windows desktop, open “MCompact Disc (or CD-ROM) driveD: or E:)

b. Return to the Found New Hardwa

The wizard displays the previous

c. Select “Specify a Location,” then to the CD drive from the menu.

d. Click the Next button.


You should now see the screen shown above. If not, contact your cablecompany for help.

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9 Click the Finish button.


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ws XP Windows XP.












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tion of the drivers.

d “Search removable media,” then click




The wizard prompts you for the loca

5 Select “Search for the best driver” anthe Next button.



6 Click the Finish button.

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ws ME Windows Millennium Edition.




ting that the PC is installing drivers for

llation is complete. Contact your cablee of any kind.






The following window appears, indicaa new USB device:

4 When the window disappears, instacompany if you see an error messag


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ws Vista Windows Vista.

ista in 32-bit Modely connect your PC to the Touchstoneion Wizard finds the correct 32-bit USB

ista in 64-bit Modest install an updated Vista USB 1.1 driv-he driver.

r from the ARRIS website at the follow-

index.asp

be referenced later (Step 8) during the

Cable Modem and personal computer

en is presented, select the “Locate andd)” option.



Installing Touchstone USB Drivers on VWhen running Vista in 32-bit mode, simpCable Modem. The Vista Hardware Installatdriver and installs it for you.

Installing Touchstone USB Drivers on VWhen running Vista in 64-bit mode, you muer. Follow these steps to obtain and install t

1 Download the zipped Vista USB driveing link:

http://www.arrisi.com/support/usb/

2 Unzip the files to a directory that caninstallation of the USB driver.

3 Connect the USB cable between therunning Vista.

4 When the Found New Hardware screinstall driver software (recommende


5 When you see a window with the heading “Windows needs your permissionto continue,” click Continue to proceed.

http://www.arrisi.com/support/usb/index.asp

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river, and displays a “Installing devicef the screen. Vista will not find the driv-

w. At the prompt, select I don’t have.


6 Vista tries to locate the new USB ddriver software” at the bottom right oer, and displays the following windothe disc. Show me other options


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river software (advanced).


7 Select Browse my computer for d


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up in step 2. Select Next.


8 Browse to the directory that you set


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in the directory specified in step 8, in-low.


9 Once Vista finds the driver softwarestallation is in progress as shown be


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ould display the following screen when installed. Select Close.


10 The Found New Hardware wizard shthe USB driver has been successfully


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uccessfully, Vista displays an icon withEVICE, Device driver software installedner of the screen.


11 Once the installation is completed sthe message “ARRIS TOUCHSTONE Dsuccessfully” at the bottom right cor


http://www.arrisi.com/consumer_products/usb_drivers/index.asp

http://www.arrisi.com/consumer_products/usb_drivers/index.asp

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SB drivers. The 64-bit version of Vista

dows use a single utility.

ista)r computer before inserting the ARRIS

a “composite” USB driver that does notct this problem, you must first remove

ity on the ARRIS driver installation CD.y:

D.

licking it in the window.

lick OK to remove the USB driver, or


Removing USB DriversYou use a Remove utility to remove ARRIS Uuses a special utility; other versions of Win

Removing USB Drivers (all but 64-bit VIf you connect the Cable Modem USB to youdriver installation CD, Windows may install properly support the Cable Modem. To correthe composite driver using the Remove utilFollow these steps to use the Remove utilit

1 Insert the ARRIS driver installation C

2 Navigate to the CD drive:

3 Start the Remove utility by double-c

The Remove utility prompts you to cCancel to quit.


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wing message:

t the Cable Modem, and install the USBting system.

B driver, if necessary.

, download the zipped Vista USB drivering link:

index.asp

ctory that can be accessed for the un-

Cable Modem and personal computer


4 Click the OK button.

The Remove utility displays the follo

5 Leave the CD in the drive, reconnecdriver as appropriate for your opera

Removing USB Drivers (64-bit Vista)Follow these steps to uninstall the 64-bit US

1 If you no longer have the USB driverfrom the ARRIS website at the follow

http://www.arrisi.com/support/usb/

2 If necessary, unzip the files to a direinstallation.

3 Connect the USB cable between the


running Vista.

4 Open the directory created in step 2 (or during the original driver installa-tion, if you kept it).

5 Locate the file remove.exe.

http://www.arrisi.com/support/usb/index.asp

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nd select Run as administrator froministrator password, if prompted.

to remove the driver.


6 Right-click on the remove.exe file, athe drop-down menu. Enter the adm

7 Follow the instructions as prompted


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mures available on the Touchstone Cablerocedures.

e Cable Modem

the Cable Modemacket supplied by your cable company.lp setting up your computer.


Using the Cable ModeThis chapter describes the controls and featModem, and covers basic troubleshooting p

• Setting up Your Computer to Use th

• Using the Reset Button

Setting up Your Computer to UseFollow the instructions in the information pContact your cable company if you need he


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able Modem, to reset the modem as ifeset the Cable Modem if you are having

his button. The photo to the left shows

cidental resets.


Using the Reset ButtonUse the Reset button, on the back of the Cyou disconnected power. You may need to rproblems connecting to the Internet.

Use a pointed non-metallic object to press tthe location of the Reset button.

The Reset button is recessed to prevent acReset button


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Power light is off. AC adapter plugged in firmly at both

a power strip, make sure the strip is

wall switch, if possible.

ker panel.

tablish a connection the first time youcially when a lot of people are online.plugged in and connected; use thePC from the Internet.

s should be on.

her on or blinking.

lights should be on or blinking.

more than 30 minutes, call your cable

ectors should be finger-tight. The coaxd, or bent sharply—any of these canyou may have to replace the cable). Ifeen the Cable Modem and CATV outlet,


TroubleshootingProblems and Solutions

The cable modem is plugged in, but theCheck all power connections. Is theends?

If you plugged the AC adapter intoswitched on.

Avoid using an outlet controlled by a

Finally, check the fuse or circuit brea

I’m not getting on the Internet.It may take up to 30 minutes to espower up your Cable Modem, espeAlways leave your Cable Modem Standby button to disconnect your

Check the front panel lights:

• The Power and Online light

• The Cable light should be eit

• One of the USB or Ethernet

• If the Power light blinks forcompany for assistance.

Check your cable connections. Conncable should not be pinched, kinkecause a break or short in the cable (you have one or more splitters betw


remove the splitters and connect the Cable Modem directly to the outlet.

Proceed to the Ethernet or USB solutions (next page) if necessary.

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net) rned on?

et cable? (Straight cable for direct con- connection to a hub.)

of the Cable Modem.

, is the hub turned on?

isconnect and reconnect the USB cable.

of the Cable Modem.

Windows 98)a “composite” USB driver instead of thect this:

en the PC and the Cable Modem.

n the ARRIS driver CD) to remove the

in Installing USB Drivers on Windows

g is slow.y popular, that site may be having trou-r sites download quickly, wait for a few


I’m not getting on the Internet. (EtherIf you are using a hub, is the hub tu

Are you using the right type of Ethernnection to a PC, cross-over cable for

Press the Reset button on the back

I’m not getting on the Internet. (USB)Did you load the USB drivers?

If you are using a powered USB hub

Check the USB cable connections. D

Restart the PC.

Press the Reset button on the back

I’m not getting on the Internet. (USB, In some cases, Windows may install ARRIS cable modem driver. To corre

• Disconnect the USB cable betwe

• Use the ARRIS Uninstall utility (oimproperly-installed driver.

• Reboot the PC.

• Reinstall the drivers as described98SE.

I can get on the Internet, but everythinIf the Web site you are visiting is verble servicing all the requests. If othe


minutes and try again. Usage during peak hours may also affect the con-nection speed.

If your Cable Modem is connected to a LAN (Local Area Network), eitherdirectly or through a firewall, other communications on the LAN may slowdown your connection.

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odem, but only one can get on the

f service: they may allow only one com-e Modem.


I have two PCs connected to the Cable MInternet.

Check your cable company’s terms oputer to connect directly to the Cabl


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-detect the Cable Modem using a USB

figured the Cable Modem as shown in Modem.

as shown in Installing USB Drivers on

r account. Call your cable company if

r Windows 98SE, Windows 2000, Win-5 and Windows NT are not supported).

r. The Power light should be on.

panel of the Cable Modem, using a pent.

C and reconnect it.

reinstall your USB drivers:

Cable Modem.

into you computer.

CD-ROM. Follow the on-screen instruc-


Troubleshooting USB ProblemsFollow these steps if the PC does not autoconnection.

Before you start, make sure that:

• You have properly installed and conInstalling and Connecting Your Cable

• You have installed the USB drivers Your PC.

• The cable company has set up youyou’re not sure.

Instructions

1 Be sure that your PC is running eithedows ME, or Windows XP (Windows 9

2 Be sure the Cable Modem has powe

3 Push the Reset button on the back tip or other sharp non-metallic objec

4 Disconnect the USB cable from the P

5 Restart the PC.

6 Do the following to uninstall and the

a. Disconnect the USB cable to the

b. Insert the Cable Modem CD-ROM

c. Start the uninstall utility on yourtions carefully.

d. Reconnect the USB cable.


e. Re-install the USB driver as shown in Installing USB Drivers on Your PC.

7 Replace the USB cable.

8 Call your cable company for help.

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networking terms.

ngular connector on one end (A) and a other end.

for Fast Ethernet (100BaseT) connec-les, always look for Category 5 cable.

levision and Cable Modem to the cableany electronics retailer and many dis-

o hubs (or a hub and a cable modem)may have built-in cross-over on one ored for a cross-over cable).

l. An IP protocol used to provide an IPuch as DNS and TFTP) needed by aHCP allows the cable company to con-oftware for you.

IP service that associates a domainwith an IP address.


GlossaryThe following is a list of common cable and

A/B CableA USB cable that has a narrow rectanotched square connector (B) on the

Category 5 (Cat5)A high-quality type of cable, used tions. When purchasing Ethernet cab

Coaxial cable (coax)A thin wire, used to connect your teTV system. You can buy coax from count stores.

Cross-overAn Ethernet cable used to connect twtogether. Also, some Ethernet hubs more ports (which eliminates the ne

DHCPDynamic Host Configuration Protocoaddress and location of services (sdevice connecting to the network. Dfigure your computer’s networking s

DNSDomain Name Service (Server). Anname (such as www.example.com)


DownstreamIn an HFC network, the direction from the head-end to the subscriber.Some older cable documentation may refer to this as the forward path.

DOCSISData Over Cable System Interface Specification. The interoperability stan-dards used for data communications equipment on an HFC network.

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o or more computers into a Local Area

onitoring network status.

ial cable. There are two common typesn. Use coax with screw-on connectors

nnects devices on a given IP subnet to

rk. The headend houses both video andworks, a “master” headend often feedse distributed services.

connectors. Ethernet hubs provide anected devices; USB hubs allow you toUSB card in your computer.


EthernetA standard method of connecting twNetwork (LAN).

EuroDOCSISThe European version of DOCSIS.

EventAn informational message used for m

F-connectorThe type of connector used on coaxof F-connector, slip-on and screw-ofor connecting your Cable Modem.

GatewayThe device, usually a router, that coother IP subnets.

HeadendThe “central office” in an HFC netwodata equipment. In larger cable netseveral “remote” headends to provid

HTTPHyperText Transfer Protocol.

HubA box with several Ethernet or USBcommon point of contact for all conadd peripherals without installing a


IP addressA number assigned to your computer by your cable company, used to iden-tify your computer to other systems on the Internet.

ISDNIntegrated Services Digital Network. A digital telephony standard that pro-vides communication speeds about twice as fast as standard dialup.

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t allows computers in a single location with one another.

y device connected to a network. Yourem’s MAC address to authorize accesss printed on a label on the bottom of

rmines the communication behavior of

between a server (for example, a webroviding a way to relieve some of the, your cable company may have a web web pages; the proxy can send youm directly from the web site, resultingork congestion.

Some literature refers to coax as “RFnnectors.”

, commonly used in North America for

, commonly used on Ethernet cable. An


LANLocal Area Network. A network tha(such as a building) to communicate

MAC addressA number that uniquely identifies ancable company uses your Cable Modto the Internet. The MAC address iyour Cable Modem.

ProtocolA set of rules and formats that detenetwork entities at a given layer.

ProxyA device or program that stands in site) and a client (your browser), pburden from the server. For exampleproxy that keeps copies of popularthose pages instead of fetching thein faster page loading and less netw

RFAbbreviation for Radio Frequency. cable” and the connectors as “RF co

RJ-11A standard 4-pin modular connectorconnecting telephones.

RJ-45A standard 6-pin modular connector


RJ-45 connector looks like a wide RJ-11 (telephone) connector.

SplitterA small box with three cable connectors: one input and two outputs. Youmay need a splitter if you have a TV already connected to the cable outletthat you want to use for your Cable Modem. You can buy a splitter fromany electronics retailer and most discount stores.

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at disconnects the Ethernet and USBble Modem’s Online light blinks while

on and off using a wall switch. Usuallyyour computer or Cable Modem into a

rnet Protocol. The protocols used to or more connected networks.

thod used by DOCSIS-compliant cablewith minimal interference.

the headend. Some older cable docu-eturn path or reverse path.

nt. Refers to items governed by Directive and of the WEEE Council.

sed for connecting a variety of acces-printers, and communications devicesPC.

s. A division of Microsoft that certifies


Standby modeA Cable Modem operating mode thinterfaces from the Internet. The Cathe modem is in Standby mode.

Switched outletA power outlet that may be turned intended for lamps. Avoid plugging switched outlet to avoid disruptions.

TCP/IPTransmission Control Protocol/Intefacilitate communications across one

TDMATime Division Multiple Access. A memodems for sending upstream data

UpstreamThe path from a subscriber device tomentation may refer to this as the r

WEEEWaste Electrical and Electronic Equipme2002/96/EC of the European Parliament

USB(Universal Serial Bus) An interface usories, such as keyboards, mice, (such as cable modems) to a single

WHQLWindows Hardware Qualification Lab


hardware as being compatible with Windows operating systems.

TouchstoneCM550 Cable Modem User’s Guide

2003-2007 ARRISAll rights reserved

All information contained in this document is subject to change without notice. ARRIS reserves the right to make changes to equipment design or program components, as progress in engineering, manufacturing methods, or other circumstances may warrant.

ARRIS, Touchstone, and the ARRIS logo are trademarks of ARRIS Group. All other trademarks and registered trademarks are the property of their respective holders.

Release 5 Standard 1.2December 2008

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