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The Internet should add convenience, not headaches. From step-by-step instructions to helpful tips, we'll help you install your equipment, troubleshoot problems, and get the most out of your online experience – minus the migraine.

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Troubleshoot Arris TM502G Modem

Last Updated: Fri, 08 Mar 2013 > Related Articles

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Summary

View details about the Arris TM502G including images and modem iight descriptions.

Solution


Installation

If you need help setting up your cable modem, refer to the following articles.

 


Front View

Back View

Modem Lights

Important: This modem is a Voice Over IP Modem. If the modem is reset, you will lose phone service.

Press the Standby button (on the front of the Telephony Modem) to disconnect the computer from the Internet when not in use (Standby mode enabled). Press the button again to reconnect to the Internet (Standby mode not enabled). The Standby button has no effect before the modem has registered. The current Standby mode setting is stored in non-volatile memory. If the Telephony Modem is reset or loses power, it returns to its previous standby state. The Standby button will not affect telephone service.
 

The TM502G has eight indicator lights. The following table describes the light patterns during normal operation.

Modem LightStatusProblemSolution
PowerSolid GreenNoneN/A
Flashing GreenNo power / good batteryVerify power supply connections and electrical outlet. Also make sure the outlet is not connected to a switch.
OffNo power / no batteryVerify power supply connections and electrical outlet. Also make sure the outlet is not connected to a switch.

DS (Downstream)

Solid GreenNoneN/A
Flashing GreenNo Connectivity to Internet or in Standby ModeVerify all cable connections and that the modem is not in Standby mode. Try resetting the modem. If connection is OK and modem reset does not correct the problem try re-provisioning the modem.
Off Verify all cable Coaxial connections and try resetting the modem. Verify there isn't an outage in the area.

US (Upstream)

Solid GreenNoneN/A
Flashing GreenNo Connectivity to Internet or in Standby ModeVerify all cable connections and that the modem is not in Standby mode. Try resetting the modem. If connection is OK and modem reset does not correct the problem try re-provisioning the modem.
Off Verify all cable Coaxial connections and try resetting the modem. Verify there isn't an outage in the area.
OnlineSolid GreenNone.N/A
OffInternet not available, Standby mode enabled.Verify all cable connections and that the modem is not in Standby mode. Try resetting the modem. If connection is OK and modem reset does not correct the problem try re-provisioning the modem.
LinkSolid GreenNoneSuccessfully found the computer through an Ethernet connection.
Flashing GreenNoneModem is transferring data.
OffNo Ethernet foundVerify Ethernet cable connections, the TCP/IP settings and the NIC. You might need to reinstall the NIC drivers. If this does not resolve the issue, try re-provisioning the modem.
Telephone 1Solid GreenNoneService available phone on-hook.
Flashing GreenPhone off hookHang up the phone
OffService not available 
Telephone 2Solid GreenNoneService available phone on-hook.
Flashing GreenPhone off hookHang up the phone
OffService not available 
Battery  Solid GreenNoneBattery good
Flashing GreenBattery badVerify power is connected to the modem.
OffBattery missing 

Troubleshooting Tips

ProblemPossible Fixes
Data and telephone services are out
  1. Check power connections.
  2. Check cable connections (Is the TV working?). If yes, press the Reset button.
Data service is not working using the USB port (Windows XP with Service Pack 3 or higher), telephones work
  1. Check the USB cable connections. Disconnect and reconnect the USB cable from the Telephony Modem and computer.
     
    Note: If you are using a powered USB hub, ensure the hub is turned on.
     
  2. Did you load the USB drivers? If not, load the drivers.
  3. Press the Standby button on the front of the Telephony Modem until the DS, US and Online LEDs are all on.
  4. Reboot the computer.
  5. Press the Reset button on the back of the Telephony Modem.
Data service is not working using the USB port (Windows 98SE), telephones work
  1. Attempt recovery action listed above.
  2. Reinstall USB drivers by following these steps:
     
    1. Disconnect the USB cable between the computer and the Telephony Modem.
    2. Use the ARRIS Uninstall utility (remove.exe on the ARRIS driver CD) to remove the improperly-installed driver.
    3. Reboot the computer.
    4. Reinstall the USB drivers.
Data service is out (Ethernet), telephones
work
  1. Press the Standby button on the front of the Telephony Modem until the DS, US, and Online LEDs are all on.

    Notes:
     
    • If the Link LED is off, check the Link LEDs at the Telephony Modem and the connected computer or hub.
    • If you are using a hub, is the hub turned on?
    • Are you using the right Ethernet cable? Use a straight cable for direct connection to a computer or cross-over cable for connection to a hub.
       
  2. Press the Reset button on the back of the Telephony Modem. Telephone service is out, data works.
  3. Is the Telephone LED for the line lit? If not, contact your cable operator for assistance.
  4. Make sure all phones on the line are hung up properly.
  5. On remote and powered phones, check power and battery status.
  6. Check the telephone cables to ensure they are connected tightly and the cables are not cracked or broken.
  7. If a “fast busy” is heard, contact the contact the cable operator for assistance.

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