Release 34 DRAFT 1.6 June 2017 Touchstone DG3450 Data Gateway User Guide
© 2017 ARRIS Enterprises LLC. All Rights Reserved. 33
Chapter 7
Troubleshooting
The Data 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.
Try to plug the power cord into a different outlet. If the outlet is controlled by a wall switch,
make sure the switch is on.
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 Data
Gateway, especially when many people are online. Always leave your Data 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 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 Data Gateway
and CATV outlet, remove the splitters and connect the Data 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 Data Gateway.
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