Reference Guide (Residential Only) Purpose: Use this Reference Guide to become familiar with the new WiFi standardization, installation, and troubleshooting features of the Advanced Wireless Gateway (AWG) 2.0ac Ubee technology. Overview AWG 2.0 equipment allows us to increase speeds, improve reception and allow more devices to connect at once. The AWG 2.0ac is part of the continued effort to enhance our customer s experience. The main benefits of the AWG 2.0ac are: Supports bigger channel widths allowing faster data transfer It supports 3 transmitting at 400 Mbps each and speeds more than double 802.11n 5GHz spectrum provides less interference We are using two AWG 2.0ac devices manufactured by Ubee. They are: DDW36C Internet only modem DVW32CB emta (internet and phone) New WiFi standardization is being introduced with this reference guide and will be required on all AWG devices going forward. Any previous AWG models will be business as usual (BAU). Note: At this time, this device is only to be used for residential or non-commercial customers. WiFi Standardization The Service Set Identifier (SSID) is the name of the WiFi network. Beginning 4/27/2014 devices that offer Dual Band Switched WAP radios must meet the following WiFi network name standardization: The SSID name MUST default to the letters WIFI followed by the last 6 digits of the CM MAC address using only uppercase alpha-numeric characters with no punctuation. This will be referred to as the WiFi name scheme. This rule applies to both the 2.4 GHz and 5GHz bands. Note The WiFi name of the 5GHz band will be end with 5G. Example. If the device model# is TWC5678 and the CM MAC address is 00-0F-E9-DD-12-FF the default WIFI name schemes would be: WIFIDD12FF for the 2.4GHz band WIFIDD12FF-5G for the 5GHz band 1
Hardware Comparison This document will cover the AWG 2.0ac equipment. Important Note: At this time, the MoCA feature will not be active on these devices Feature Comparison Feature AWG2.0ac AWG 2.0 AWG 1.0 DOCSIS 3.0 Yes Yes Yes Down/Upstream channels 16 X 4 16 X 4 8 X 4 Downstream 600 Mbps 600 Mbps 300 Mbps Upstream 120 Mbps 120 Mbps 120 Mbps Full capture bandwidth Yes Yes Yes Wi-Fi 802.11 b/g/n/ac 802.11 b/g/n 802.11 b/g/n Antenna Array 3 X 3 high power 3 X 3 high power 2 X 2 Band beaming Dual Band Simultaneous beaming Dual Band Simultaneous Single Band Frequency Range 2.4 GHz and 5 GHz 2.4 GHz and 5 GHz 2.4GHz SSID Support 4 4 4 Wireless Security WEP/WPA/WPA2 WEP/WPA/WPA2 WEP/WPA/WPA2 Ethernet Ports 4 Gigabit 4 Gigabit 4 Gigabit WPS Button Yes Yes Yes Power Supply Internal Internal External MoCA 2.0 1.1 No USB 2.0 Host Port 2.0 Host Port No Device Overview Restrictions IntelligentHome customers will continue to use IH modems. Placement Ubee devices must be positioned in an upright position. Failure to do so will result in the following: WiFi performance the Antenna range will be not be optimal Over Heating positioning the device on its side will inhibit the cooling process Note: There is a 'foot 'at the bottom of the device that can be twisted 90 degrees to make it more stable and upright. GUI Password The GUI password will be printed on the side of the box and unique to each device. 2
DDW36C Front Panel LED (Blue) State Description WPS Button (White LED on Top of the device) Power DS (Downstream) US (Upstream) ONLINE 2.4G 5G MoCA* If used to pair a client, it will remain on for 5 minutes after pairing. When button is pressed, it will blink for 4 minutes until a PIN is entered from a wireless client. *Initially, the MoCA feature will not be active or supported by TWC DDW36C Rear Panel The Gateway is powered on from the electrical outlet. Power failure The Gateway is powered off. Upstream and downstream channel locked. Once every second while scanning DS Twice every second while registering DS. Blinks during firmware upgrades. Upstream and downstream channel locked. Once every second while scanning US Twice every second while registering US. Blinks during firmware upgrades. Configuration completed successfully, network connected. Obtaining IP address and configuration file Network connect failed Wi-Fi is enabled Wi-Fi is disabled Ethernet Ports LED (Green/Red) State Description Green Device is connected to a MoCA network Device is not connected to a MoCA network An Ethernet device is connected at 1000Mbps (Gigabit Ethernet) Orange Green/Orange An Ethernet device is connected at 10/100Mbps Data is being passed between the modem and the device it is connected to More information is available at www.ubeeinteractive.com 3
DVW32CB Front Panel LED (Blue) State Description WPS Button (White LED on Top of the device) Power DS/US DS (Downstream) US (Upstream) ONLINE 2.4G 5G TEL1 TEL2 If used to pair a client, it will remain on for 5 minutes after pairing. When button is pressed, it will blink for 4 minutes until a PIN is entered from a wireless client. The Gateway is powered on from the electrical outlet. Power failure The Gateway is powered off. Upstream and downstream channel locked. Once every second while scanning DS/US Twice every second while registering DS/US or receiving firmware upgrades. Configuration completed successfully, network connected. Obtaining IP address and configuration file. Network connect failed Wi-Fi is enabled Wi-Fi is disabled Telephone line is enabled When a call is in progress or the emta is attempting to register Telephone line is not provisioned MoCA* *Initially, the MoCA feature will not be active or supported by TWC DVW32CB Rear Panel Device is connected to a MoCA network Device is not connected to a MoCA network Battery N/A Batteries will not be installed or available. The rear panel of the DVW32CB is identical to the DDW36C with the exception (2) RJ -11 ports labeled TEL1 and TEL2. More information is available at www.ubeeinteractive.com 4
2.4 GHz Ubee WiFi Setup WPA/WPA2 1. On computer wired to AWG, open browser. 2. Type 192.168.0.1 in browser web address then press Enter. The Login window will appear. 3. To login, type the below information: a. Username: Admin b. Password: Enter the unique GUI Password printed on the manufacturer s label. c. Click Log In. 4. Click the Wireless tab located top center of the menu. 5. Select 2.4GHz from the Wireless Interface drop down box. 6. Select Auto for the Wireless Channel. 7. Click Apply. 8. Click the Primary Network tab on the left menu. 9. Verify Enabled is selected besides the Primary Network drop down box. 10. Customer should key the following: a. Their desired SSID in the Network Name (SSID) text field Note: The same name may be used for the 5.0GHz SSID. 11. Select the Wireless Mode based on the customer device compatibly. The choices are: a. Mixed (11b/g/n) b. 11n only 12. Enable the following security settings: a. WPA2-PSK b. If customer devices won t connect wirelessly; try enabling WPA only or WEP 13. Select AES for the WPA/WPA2 Encryption. Note: WPS requires SSID broadcasting. 14. Customer should key their desired Network Password into the WPA Pre-Shared Key text field. NOTE: If customer allows, you can enter this information. This password can also be used for the 5GHz set up. 15. Click Apply to save settings. 3a 13 7 3b 4 5 6 8 9 11 12 14 15 10 3c 5
5 GHz Ubee WiFi Setup WPA/WPA2 1. On computer wired to AWG, open browser. 2. Type 192.168.0.1 in browser web address then press Enter. The Login window will appear. 3. To login, type the below information: a. Username: Admin b. Password: Enter the unique GUI Password printed on the manufacturer s label. c. Click Log In. 4. Click the Wireless tab located top center of the menu. 5. Select 5GHz from the Wireless Interface drop down box. 6. Select Auto for the Wireless Channel. 7. Click Apply. 8. Click the Primary Network tab on the left menu. 9. Verify Enabled is selected besides the Primary Network drop down box. 10. Customer should key the following: a. Their desired SSID in the Network Name (SSID) text field Note: The same name may be used for the 2.4GHz SSID 11. Select the Wireless Mode based on the customer device compatibly. The choices are: a. Mixed (11b/g/n) b. 11n only 12. Enable the following security settings: a. WPA2-PSK b. If customer devices won t connect wirelessly; try enabling WPA only or WEP 13. Select AES for the WPA/WPA2 Encryption Note: WPS requires SSID broadcasting. 14. Customer should key their desired Network Password into the WPA Pre-Shared Key text field. NOTE: If customer allows, you can enter this information. This password can also be used for the 2.4GHz set up. 15. Click Apply to save settings. 3a 13 7 8 4 15 3b 5 6 9 12 11 14 10 3c 6
Bridge Mode Setup Ubee 1. On computer wired to AWG, open browser. 2. Type 192.168.0.1 in browser web address then press Enter. The Login window will appear. 3. To login, type the below information: a. Username: Admin. b. Password: Enter the unique GUI Password printed on the manufacturer s label. c. Click Log In. 4. Click the Advanced tab located top left of the menu. 5. Click the box beside Primary Network Bridged field. 6. Click Apply. Note: The device will reload. 3a 4 3 3b 3c 5 6 7
Troubleshooting Telnet/SHH Technician Login These logins are only to be utilized by Telnet/SSH. The customer login instructions can be found under the WiFi set up instructions on the previous pages. TECHNICIAN DEFAULT LOGIN Username: technician Password: C0nf1gur3Ubee# Verifying wireless client device capability with 802.11ac MAC OS Verification 1. Click on Apple Icon on top left 2. Click on About this Mac a. For OS older than Yosemite: Click on More info after clicking on About this Mac to see the System Report option 3. Click on System Report 4. Click Network 5. Click Wi-Fi 6. Wireless Card Type can be seen in under Supported PHY Modes 4 5 6 8
PC OS Verification (Windows 7 is used in this example) 1. Click Windows Start Button. 2. Open the Command Prompt by typing CMD into the Search programs and files field. 3. Type netsh wlan show drivers into the available field. 4. The supported 802.11 radio will be shown in the Radio types supported field. In this example, 802.11ac is supported. 4 9
No or Low Wireless Connection Strength: POSSIBLE CAUSES: SOLUTION: AWG Placement/Location No or Low Wireless Connection Strength: POSSIBLE CAUSES: SOLUTION: No AWG Wireless Signal Ensure placement of AWG is: Near wireless computers or devices 2-3 feet away from other electronic devices NOT near mirrors, marble walls, metal walls, microwave ovens, cordless phones, wireless security cameras or wireless baby monitors NOT placed inside a closet, smart panel or under stairs 1. On the AWG, verify the Wi-Fi LED on the front panel is on. 2. If it is not, then log into the AWG administrative page and do the following: a. Access the Wireless Primary Network b. Enable the Primary Network or Wireless Signal Wireless Adapter may be Disabled on Customer Computer Verify wireless adapter is enabled by doing the following: 1. Open Device Manager (right click on My Computer). 2. Right click wireless adapter. 3. Select Enable if the device is currently disabled. Incorrect encryption key used to connect wireless device to wireless connection Verify correct encryption key by doing the following for the AWG: 1. Log into the AWG administrative page. 2. Access the Private Wi-Fi Network table. 3. Click Edit beside 2.4 GHz and/or 5GHz. 4. If necessary, check the Show Network Password checkbox, then right down the encryption key in a safe place. Encryption key is CASE SENSITIVE! Use this encryption key to connect wireless devices to the wireless connection. Incorrect encryption key used to connect wireless device to wireless connection Verify correct encryption key by doing the following for the AWG: 1. Log into the Admin page. 2. Access the Private Wi-Fi Network table. 3. Click Edit beside 2.4 GHz and/or 5GHz. 4. If necessary, check the Show Network Password checkbox, then right down the encryption key in a safe place. Encryption key is CASE SENSITIVE! 5. Use this encryption key to connect wireless devices to the wireless connection. 10
No or Low Wireless Connection Strength: POSSIBLE CAUSE: SOLUTION: Wrong program controlling the wireless adapter To change whether Windows Operating System or manufacturer s software controls the wireless adapter, do the following: 1. Click Start, then Control Panel. 2. Select Network Connections. 3. Right click the wireless adapter and select Properties. 4. Check or uncheck the Use Windows to configure my wireless network settings. 5. Retry the connection. Check and uncheck this box to see which provides a better result. Slower than Expected Wireless Connection Speeds: Important Wireless Points: Wireless connections are for the purpose of mobility and not for replacing wired connections Wired testing should yield better speeds than wireless in all cases as long as all equipment is working properly. Educate the customer about wired versus wireless speeds. Wireless devices using battery power will produce slower speeds than if these devices were plugged into a working AC outlet POSSIBLE CAUSES: SOLUTION: Different AWG placement than previous router/awg Ensure: 1. AWG is in same location as previous router/awg. 2. Previous router/awg is unplugged or wireless connection disabled to prevent wireless crosstalk. Computer wireless adapter is set to multiple 802.11 standards (i.e. g/n), instead of one 802.11 standard (i.e. n only). Wireless adapters with multiple settings may cause lag in performance due to the wireless adapter negotiating the appropriate connection. Game Console Connection Problems: POSSIBLE CAUSES: Customer game console cannot connect to wireless connection when WPA and WPA2 are both enabled, but can only connect to either WPA or WPA2. To set wireless adapter to one 802.11 standard: 1. Open Device Manager (right click on My Computer). 2. Double click wireless adapter. 3. Click Advanced tab. 4. Change the Wireless Property to only one 802.11 standard. SOLUTION: 1. Log into the AWG administrative page. 2. Access the Primary Network settings or Wireless Setup. 3. Disable WPA, and enable WPA2. Attempt to connect game console. Go to next step if this does not resolve the problem. 4. Disable WPA2, and enable WPA. Attempt to connect game console. 11
Slower than Expected Wireless Connection Speeds: POSSIBLE CAUSE: SOLUTION: DOCSIS 3.0/Wideband Slow Browsing Speeds If slow browsing speeds exist for DOCSIS 3.0/Wideband: 1. Ensure AWG is in downstream channel bonding mode by verifying the US/DS light is solid. (shown inddevice Overview) 2. If the US/DS light is off, bonding has not taken place but is connected to DOCSIS 2.0 or earlier standard. Fix as needed to ensure bonding. If lights never turn solid (i.e. blink), the AWG is not receiving signals to achieve block sync. 3. Ensure signal levels are within TWC specifications for each downstream bonded frequency, as well as upstream frequency. 4. If Windows XP Operating System, downstream speeds may not be higher than 30Mbps. Customer may need to search for Windows Optimizations or Service Pack upgrades. After Disabling AWG Wireless Connection & Connecting Customer Router: If the customer chooses to use their own router for their wireless Internet connection and you disable the wireless radio in the AWG, problems may occur. Review each problem and possible solution. POSSIBLE CAUSES: SOLUTION: Wireless printer not printing after disabling AWG wireless connection. May occur after printer is turned off and then back on May occur if printer requires static IP address Ensure the AWG is in bridge mode. Follow the steps listed in the in the previous Bridge Mode set up. Customer router no longer provides a wireless Internet connection after disabling AWG wireless connection. Customer encounters VPN conflicts after disabling the AWG wireless connection. Customer has an existing network/router and encounters conflicts after disabling the AWG wireless connection. Customer file sharing no longer functions after disabling the AWG wireless connection. If the above does not solve problem, the issue is with the customer s device. Encourage the customer to contact manufacturer. 12