Touchstone® CM8200
DOCSIS® 3.1 Cable Modem
User Guide
July 2016
Copyright 2016 ARRIS Enterprises, LLC. All rights reserved.
ARRIS Copyrights and Trademarks
© 2016 ARRIS Enterprises, LLC. All rights reserved.
No part of this publication may be reproduced in any form or by any means or used to make
any derivative work (such as translation, transformation, or adaptation) without written
permission from ARRIS Enterprises, LLC. (“ARRIS”). ARRIS reserves the right to revise this
publication and to make changes in content from time to time without obligation on the part
of ARRIS to provide notification of such revision or change.
ARRIS, Touchstone, and the ARRIS logo are all trademarks or registered trademarks of ARRIS
Enterprises, LLC. Other trademarks and trade names may be used in this document to refer
to either the entities claiming the marks or the names of their products. ARRIS disclaims
proprietary interest in the marks and names of others.
ARRIS provides this guide without warranty of any kind, implied or expressed, including, but
not limited to, the implied warranties of merchantability and fitness for a particular purpose.
ARRIS may make improvements or changes in the product(s) described in this manual at any
time.
The capabilities, system requirements and/or compatibility with third-party products
described herein are subject to change without notice.
Table of Contents
1. Safety and Regulatory Information .......................................................................... 4
Important Safety Instructions............................................................................................ 4
FCC Statements.................................................................................................................. 6
2. Getting Started ....................................................................................................... 8
Introduction ....................................................................................................................... 8
In the Box ........................................................................................................................... 8
Additional Item(s) Needed ................................................................................................ 9
System Requirements ........................................................................................................ 9
Contact Information .......................................................................................................... 9
3. Product Overview ................................................................................................. 10
Front Panel ...................................................................................................................... 10
Rear Panel ........................................................................................................................ 11
Cable Modem Label ......................................................................................................... 12
4. Installing the Cable Modem ................................................................................... 13
Connect the CM8200 to Your Computer ......................................................................... 13
Establish an Internet Connection .................................................................................... 14
5. Using the Cable Modem Web Manager ................................................................. 15
Start the CM8200 Web Manager .................................................................................... 15
CM8200 Web Manager Screen Options ................................................................. 16
Get Help ........................................................................................................................... 17
Exit the CM8200 Web Manager ...................................................................................... 17
6. Monitoring Your Cable Modem and Connected Network ....................................... 18
View the Cable Modem Product Information ................................................................. 18
View the Cable Modem Network Connection Status ...................................................... 18
View the Cable Modem Event Log................................................................................... 20
Reset the Cable Modem Configuration Settings ............................................................. 21
Reboot the Cable Modem ............................................................................................... 22
Exit the CM8200 Web Manager ...................................................................................... 22
7. Troubleshooting Tips ............................................................................................. 23
Solutions .......................................................................................................................... 23
Front Panel LED Icons and Error Conditions .................................................................... 24
8. Warranty Information ........................................................................................... 25
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Touchstone CM8200 Cable Modem User Guide
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Chapter 1
Safety and Regulatory Information
Important Safety Instructions
Read This Before You Begin — When using your equipment, basic safety precautions should
always be followed to reduce the risk of fire, electric shock, and injury to persons, including
the following:
 Read all of the instructions listed here and/or in the user manual before you operate this
device. Give particular attention to all safety precautions. Retain the instructions for
future reference.
 This device must be installed and used in strict accordance with manufacturer’s
instructions, as described in the user documentation that is included with the device.

Comply with all warning and caution statements in the instructions. Observe all warning
and caution symbols that are affixed to this device.

To prevent fire or shock hazard, do not expose this device to rain or moisture. The device
must not be exposed to dripping or splashing. Do not place objects filled with liquids, such
as vases, on the device.

This device was qualified under test conditions that included the use of the supplied
cables between system components. To ensure regulatory and safety compliance, use
only the provided power and interface cables and install them properly.

Different types of cord sets may be used for connections to the main POWER supply
circuit. Use only a main line cord that complies with all applicable device safety
requirements of the country of use.

Installation of this device must be in accordance with national wiring codes and conform
to local regulations.

Operate this device only from the type of power source indicated on the device’s marking
label. If you are not sure of the type of power supplied to your home, consult your dealer
or local power company.

Do not overload outlets or extension cords, as this can result in a risk of fire or electric
shock. Overloaded electrical outlets, extension cords, frayed power cords, damaged or
cracked wire insulation, and broken plugs are dangerous. They may result in a shock or fire
hazard.

Route power supply cords so that they are not likely to be walked on or pinched by items
placed upon or against them. Pay particular attention to cords where they are attached to
plugs and convenience receptacles, and examine the point where they exit from the
device.
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Chapter 1: Safety and Regulatory Information

Place this device in a location that is close enough to an electrical outlet to accommodate
the length of the power cord.

Place the device to allow for easy access when disconnecting the power cord of the device
from the electrical wall outlet.

Do not connect the plug into an extension cord, receptacle, or other outlet unless the plug
can be fully inserted with no part of the blades exposed.

Place this device on a stable surface.

Avoid damaging the device with static by touching the coaxial cable when it is attached to
the earth-grounded coaxial cable-TV wall outlet.

Always first touch the coaxial cable connector on the device when disconnecting or
reconnecting the Ethernet cable from the device or user’s PC.

Installation of an AC surge protector in the AC outlet to which this device is connected is
recommended. This is to avoid damaging the device by local lightning strikes and other
electrical surges.

Postpone installation until there is no risk of thunderstorm or lightning activity in the area.

Do not use this product near water. For example, near a bathtub, washbowl, kitchen sink,
laundry tub, swimming pool, or in a wet basement.

Do not cover the device or block the airflow to the device with any other objects. Keep the
device away from excessive heat and humidity and keep the device free from vibration
and dust.

Wipe the device with a clean, dry cloth. Never use cleaning fluid or similar chemicals. Do
not spray cleaners directly on the device or use forced air to remove dust.

For added protection, unplug the device from the wall outlet and disconnect the cables to
avoid damage to this device due to lightning and power surges.

Upon completion of any service or repairs to this device, ask the service technician to
perform safety checks to determine that the device is in safe operating condition.

Do not open the device. Do not perform any servicing other than that contained in the
installation and troubleshooting instructions. Refer all servicing to qualified service
personnel.

This device should not be used in an environment that exceeds 104° F (40° C).
SAVE THESE INSTRUCTIONS
Note to CATV System Installer — This reminder is provided to call the CATV system installer’s
attention to Article 820.93 and 820.100 of the National Electric Code, which provides
guidelines for proper grounding and, in particular, specifies that the Coaxial cable shield must
be connected to the grounding system of the building, as close to the point of cable entry as
practical.
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Chapter 1: Safety and Regulatory Information
FCC Statements
FCC Interference Statement
This equipment has been tested and found to comply with the limits for a Class B digital
device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable
protection against harmful interference in a residential environment. This equipment
generates, uses, and can radiate radio frequency energy and, if not installed and used in
accordance with the instructions, may cause harmful interference to radio communications.
However, there is no guarantee that interference will not occur in a particular installation. If
this equipment does cause harmful interference to radio or television reception, which can be
determined by turning the device off and on, the user is encouraged to try to correct the
interference by one or more of the following measures:
 Reorient or relocate the receiving antenna.
 Increase the separation between the device and receiver.
 Connect the equipment into an outlet on a circuit different from that to which the receiver
is connected.
 Consult the dealer or an experienced radio/TV technician for help.
This device complies with Part 15 of the FCC Rules. Operation is subject to the following two
conditions: (1) This device may not cause harmful interference, and (2) This device must
accept any interference received, including interference that may cause undesired operation.
FCC Caution: Any changes or modifications to the device not expressly approved by ARRIS
could void the user’s authority to operate the equipment
FCC Radiation Exposure Statement
This equipment complies with FCC radiation exposure limits set forth for an uncontrolled
environment. To comply with the FCC RF exposure compliance requirements, the separation
distance between the antenna and any person’s body (including hands, wrists, feet and
ankles) must be at least 8 inches (20.3 centimeters).
This transmitter must not be co-located or operating in conjunction with any other antenna or
transmitter except those already approved in this filing.
The availability of some specific channels and/or operational frequency bands are country
dependent and are firmware programmed at the factory to match the intended destinations.
The firmware setting is not accessible by the end user.
Industry Canada (IC) Statement
This device complies with RSS-210 of the Industry Canada Rules. Operation is subject to the
following two conditions:
 This device may not cause interference, and
 This device must accept any interference, including interference that may cause undesired
operation of the device.
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Chapter 1: Safety and Regulatory Information
CAN ICES-3 (B)/NMB-3 (B)
In Canada, RLAN devices are restricted from using the 5600-5650 MHz frequency band.
Caution: To reduce the potential for harmful interference to co-channel mobile satellite
systems, use of the 5150-5250 MHz frequency band is restricted to indoor use only.
High power radars are allocated as primary users (meaning they have priority) of 5250-5350
MHz and 5650-5850 MHz frequency bands. These radars could cause interference and/or
damage to License Exempt–Local Area Network (LE-LAN) devices.
IC Radiation Exposure Statement
Important Note: This equipment complies with IC radiation exposure limits set forth for an
uncontrolled environment. This equipment should be installed and operated with a minimum
distance of 20 centimeters between the radiator and your body.
Avis D'Industrie Canada (IC)
Cet appareil est conforme à la réglementation RSS-210 d'Industrie Canada. Son utilisation est
assujettie aux deux conditions suivantes:

Cet appareil ne doit pas causer d'interférences et

Cet appareil doit accepter toute interférence reçue, y compris les interférences causant un
fonctionnement non désiré.
CAN ICES-3 (B)/NMB-3 (B)
Au Canada, les appareils de réseau local sans fil ne sont pas autorisés à utiliser les bandes de
fréquence 5600-5650 MHz.
Avertissement: afin de réduire les risques de brouillage préjudiciable aux systèmes de
satellites mobiles utilisant les mêmes canaux, les dispositifs fonctionnant dans la bande 51505250 MHz sont réservés uniquement pour une utilisation à l'intérieur
Les radars à haute puissance sont définis en tant qu'utilisateurs principaux (c.-à-d. prioritaires)
des bandes de fréquences 5250-5350 MHz et 5650-5850 MHz. Ces radars peuvent causer de
l'interférence ou des dommages susceptibles de nuire aux appareils exempts de licence–
réseau local (LAN-EL).
Déclaration de IC sur L'Exposition aux Rayonnements
Note Importante: cet équipement est conforme aux limites d'exposition aux rayonnements
établies par IC pour un environnement non contrôlé. Cet équipement doit être installé et utilisé
de manière à maintenir une distance d'au moins 20 cm entre la source de rayonnement et
votre corps.
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Chapter 2
Getting Started
Introduction
The ARRIS Touchstone® CM8200 DOCSIS® 3.1 Cable Modem provides significantly higher
downstream (send) and upstream (receive) Internet connection speeds over the broadband
connection on your home or small business network. You use the CM8200 to directly connect
a computer to your LAN through an Ethernet connection.
This guide provides a product overview and instructions for installing and setting up your
CM8200 to get it connected on your home or small business network.
In the Box
Before installing the CM8200, check that the following items are included in the box. If any
items are missing, please contact your service provider for assistance.
Table 1. CM8200 Package Contents
Item
Description
CM8200 Cable
Modem
High-speed DOCSIS 3.1 cable modem
Power Supply
Power cord for an electrical wall outlet
connection
Ethernet Cable
Standard Category 5 (CAT5e) or higher network
cable
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Chapter 2: Getting Started
Item
Description
Software License &
Regulatory Card
Contains safety and regulatory information,
software license, and warranty for the cable
modem
CM8200 Quick Start
Guide
Provides basic instructions for installing the
cable modem and setting up your network
connections
Additional Item(s) Needed
The following item is not included in the box and must be purchased separately, if needed.
 Coaxial (coax) cable, if one is not already connected to a cable wall outlet
System Requirements



High-speed Internet access account
Web browser access – Microsoft Internet Explorer, Google Chrome, Firefox, or Safari
Compatible operating systems:



Windows® 10
Windows 8
Windows 7 Service Pack 1 (SP1)
Note: Although older versions of Microsoft Windows operating systems are no longer
specifically supported, they should still function with the CM8200.

Macintosh® 10.4 or higher


UNIX®
Linux®
Contact Information
For customer service and Technical Support, choose any of the following methods:
 Visit the ARRIS Technical Support web page at ask.arris.com
 Email: techsupport.na@arris.com
 Telephone: 1-888-944-4357 (US toll-free)
+1 678-473-5656 (Worldwide); 8:00 AM to 8:00 PM EST
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Chapter 3 Jill.Goldberg@arris.com
Product Overview
Front Panel
Power
Receive
Send
Online
Figure 1: CM8200 Front View
Table 2. CM8200 Front Panel LED Icons
LED Icon
Flashing
On
Not applicable — icon does not
flash
Green: Power is properly connected
Scanning for a downstream
(receive) channel Internet
connection
Green: Downstream channel is connected in
DOCSIS 3.0 mode
Scanning for an upstream (send)
channel Internet connection
Green: Upstream channel is connected in
DOCSIS 3.0 mode
Blue *: High-speed Internet connection with
downstream channels in DOCSIS 3.1 mode
Blue*: High-speed Internet connection with
upstream channels in DOCSIS 3.1 mode
Scanning for an Internet
connection
Green: Connection to the Internet is
completed
*Blue - Indicates DOCSIS 3.1 operation (high-speed Internet access) which may not be available
in all locations. Check with your service provider for availability in your area.
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Chapter 3 Jill.Goldberg@arris.com: Product Overview
Rear Panel
Figure 2: CM8200 Rear View
Table 3. CM8200 Rear Panel Ports & Connectors
Port Name
Description
Two Ethernet ports for RJ-45 network cable connections
Green: LED indicates a GigE data connection is made
Amber: LED indicates a 10/100 Mbps data connection is made
Reset Button
Recessed button located on the back of the CM8200 can be used to either
reboot the cable modem or reset the cable modem configuration settings.
To reboot (or restart) the cable modem:
1. Insert the end of a paper clip or other small object with a narrow tip
into the Reset opening on the back of the CM8200.
2. Press and hold the indented Reset button for three to four seconds
only.
3. Remove the paper clip or small object from the Reset opening.
To reset the cable modem configuration back to the factory default
settings:
1. Insert the end of a paper clip or other small object with a narrow tip
into the Reset opening on the back of the CM8200.
2. Press and hold the Reset button for 10 seconds or until the front panel
LEDs flash.
3. Remove the paper clip or small object from the Reset opening.
See Reset the Cable Modem Configuration Settings for more information
on restoring the factory default settings on the CM8200.
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Chapter 3 Jill.Goldberg@arris.com: Product Overview
Port Name
Description
Coaxial cable connector
+12VDC Power Connector
WARNING! To avoid any damage to your CM8200, only use the
power supply provided in the box.
Cable Modem Label
Figure 3: Sample CM8200 Cable Modem Label
The cable modem label is located on the bottom of your CM8200. It contains specific cable
modem ID that you may need when contacting your service provider or ARRIS Technical
Support for assistance.
To receive Internet service, you will have to contact your service provider for assistance. You
may have to provide the following information listed on the cable modem label:
 Model name (CM8200)
 MAC address (HFC MAC ID)
 Serial number (S/N)
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Chapter 4
Installing the Cable Modem
Caution: This product is for indoor use only. Do not route the Ethernet cable(s) outside of the
building. Exposure of the cables to lightning could create a safety hazard and damage the
product.
Connect the CM8200 to Your Computer
Before installing the CM8200:

Check with your service provider to ensure broadband cable service is available in your
area.

Choose a location in your home where your computer and cable modem are preferably
near existing cable and electrical wall outlets.
Figure 4: CM8200 Connection Diagram
1. Check that a coaxial cable is already connected to a cable wall outlet or RF splitter
(optional).
2. Connect the other end of the coaxial cable to the Cable connector on the rear of the
CM8200.
Use your hand to tighten the connectors to avoid damaging them.
3. Connect the Ethernet cable to the Ethernet port on the rear of the CM8200.
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Chapter 4: Installing the Cable Modem
4. Connect the other end of the Ethernet cable to the Ethernet port on your computer.
5. Connect the power cord to the Power port on the rear of the CM8200.
6. Plug the other end of the power cord into an electrical wall outlet that is not controlled by
a wall switch.
Note: This automatically powers ON the CM8200. There may be up to a 15 second
delay for the Power LED on the CM8200 front panel to light up after the power is
connected.
Establish an Internet Connection
Although your computer may already be configured to automatically access the Internet, you
should still perform the following cable modem connectivity test to check that your devices
were connected properly:
1. Power ON the computer connected to the CM8200, if it is turned off, and then log in.
2. Contact your service provider to activate (provision) the CM8200. You may have to
provide the HFC MAC ID listed on the cable modem label.
Note: Your service provider may allow for automatic activation which will
automatically launch their special website when you open a web browser.
3. After the CM8200 is provisioned (or activated), open a web browser (such as Internet
Explorer, Google Chrome, Firefox, or Safari) on the computer.
4. Type a valid URL (such as www.arris.com) in the Address bar and then press Enter.
The ARRIS website should open. If it fails to open, please contact your service provider for
assistance.
5. Check that the Power, Receive, Send, and Online front panel LEDs on the CM8200 light up
in sequential order. See Front Panel for additional LED status information.
 If all four LEDs did not light up Solid and you are not connected to the Internet, you
may have to contact your service provider to reactivate your CM8200 or check for
possible signal issues.
 If you still cannot connect to the Internet, the CM8200 may be defective. Please
contact your service provider for assistance.
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Chapter 5
Using the Cable Modem Web Manager
The CM8200 Web Manager is available to view and monitor the CM8200 operational
status and network configuration settings.
Start the CM8200 Web Manager
1. Open any Web browser on the computer connected to the CM8200.
2. Type the default LAN IP address, 192.168.100.1, in the Address bar and then press Enter.
The CM8200 Status screen displays.
Figure 5: CM8200 Opening Screen
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Chapter 5: Using the Cable Modem Web Manager
Note: If you cannot access the HTML pages in the CM8200 Web Manager, please
contact your service provider or ARRIS Technical Support for assistance.
CM8200 Web Manager Screen Options
Menu Buttons and Links
You can use the web manager buttons or links to view the status and network configuration
screens for the CM8200.
 The CM8200 menu buttons are displayed along the top of the CM8200 Web Manager
screen. To display a specific web manager screen, click the menu button.
Figure 6: CM8200 Web Manager Menu Buttons

The CM8200 menu links are displayed along the bottom of the CM8200 Web Manager
screen. To display a specific web manager screen, click the menu link.
Figure 7: CM8200 Web Manager Menu Links
Table 4.
CM8200 Web Manager Screen Options
Screen Option
Function
Status
Provides the current operational status of the cable modem.
Product
Information
Provides the current hardware and software-related information for
the cable modem.
Event Log
Displays a listing of the time and actual events as they occur and are
detected by the cable modem.
This information may be useful to help diagnose and correct any
problems that may occur with the cable modem.
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Chapter 5: Using the Cable Modem Web Manager
Screen Option
Function
Addresses
Provides the serial number and MAC addresses for the cable modem
and computers connected on your home network.
Configuration
Provides the network connection frequency and channel ID
information for the cable modem.
Also, allows you to reset the cable modem configuration to the
factory default configuration and also restart the cable modem.
Help
Provides a brief description for each screen option and general
troubleshooting tips.
Get Help
The Help Pages screen provides a brief description for each web manager screen.
 Click the Help menu button or link on the CM8200 Web Manager screen to open the
CM8200 Help Pages screen.
Figure 8: CM8200 Help Pages Screen
Exit the CM8200 Web Manager
To exit the CM8200 Web Manager:

Click
(Close button) in the upper right corner of the web browser window.
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Chapter 6
Monitoring Your Cable Modem and Connected
Network
Note: You may notice that some of the CM8200 Web Manager configuration settings may be
blocked and cannot be modified. This may be due to some restrictions set up by your service
provider for security reasons and also to prevent unauthorized modifications to certain cable
modem configuration parameters. Contact your service provider to obtain special
authorization to change the cable modem frequencies or other configuration settings.
View the Cable Modem Product Information
The CM8200 Product Information screen displays the hardware and firmware versions, MAC
address, serial number, and operation status for the CM8200.
To open the Product Information screen:
1. Open the CM8200 Web Manager (see Start the CM8200 Web Manager).
2. Click the Product Information menu button or link on the CM8200 Web Manager screen.
3. Press F5 to refresh or update the information on the screen.
Figure 9: CM8200 Product Information Screen
View the Cable Modem Network Connection Status
The CM8200 Status screen displays the current connection status of the CM8200 and the
downstream and upstream bonded channel connections for receive and send data
transmissions. Help is available to resolve any connection issues that resulted in a “failed”
state during the cable modem startup.
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Chapter 6: Monitoring Your Cable Modem and Connected Network
To open the Status screen:
1. Open the CM8200 Web Manager (see Start the CM8200 Web Manager).
2. Click the Status menu button or link on the CM8200 Web Manager screen.
The Status screen displays (see Figures 10 and 11).
3. Press F5 to refresh or update the information on the screen.
Figure 10: CM8200 Status Screen (1 of 2)
Figure 11: CM8200 Status Screen (2 of 2)
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Chapter 6: Monitoring Your Cable Modem and Connected Network
View the Cable Modem Event Log
The CM8200 generates a running log of the time and events or activities that it detects during
the cable modem operation.
Note: This information may be useful to help diagnose and correct any problems that
may occur with your cable modem. You may want to provide this information if you have
to contact your service provider or ARRIS Technical Support for assistance.
To open the Event Log screen:
1. Open the CM8200 Web Manager (see Start the CM8200 Web Manager).
2. Click the Event Log menu button or link on the CM8200 Web Manager screen.
3. Press F5 to refresh or update the information on the screen.
Figure 12: CM8200 Event Log Screen
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Chapter 6: Monitoring Your Cable Modem and Connected Network
View the Cable Modem Configuration Settings
The CM8200 Cable Modem Configuration screen displays the downstream and upstream
connection to the network. When the CM8200 successfully connects to the network, it stores
the connection frequency to automatically connect whenever you have to log in to the
CM8200.
To open the Configuration screen:
1. Open the CM8200 Web Manager (see Start the CM8200 Web Manager).
2. Click the Configuration menu tab or link on the CM8200 Web Manager screen.
Note: The configuration settings on the CM8200 Configuration screen are read-only
and cannot be modified. You will have to contact your service provider to obtain
special authorization to change the cable modem frequencies and other
configuration settings.
Figure 13: CM8200 Configuration Screen
Reset the Cable Modem Configuration Settings
You can restore the factory default configuration settings on the CM8200. This process will
delete the current CM8200 settings and take approximately five to 30 minutes to complete.
Your network connection will remain disabled until after the CM8200 configuration settings
are restored.
WARNING! This process will delete the current CM8200 configuration and replace it
with the factory default settings.
To restore the factory default settings on the CM8200:
1. Insert the end of a paper clip or other small object with a narrow tip into the Reset
opening on the back of the CM8200.
2. Press and hold the Reset button for 10 seconds or until the front panel LEDs flash.
3. Remove the paper clip or small object from the Reset opening.
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Chapter 6: Monitoring Your Cable Modem and Connected Network
Reboot the Cable Modem
To restart the CM8200:
1. Insert the end of a paper clip or other small object with a narrow tip into the Reset
opening on the back of the CM8200.
2. Press and hold the indented Reset button for three to four seconds only, and then release.
WARNING! If you press the Reset button for more than seven seconds, the cable
modem configuration settings will be reset to the factory default settings.
Exit the CM8200 Web Manager
To exit the CM8200 Web Manager:

Click
(Close button) in the upper right corner of the web browser window.
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Chapter 7
Troubleshooting Tips
If the solutions listed in the Troubleshooting Solutions table below do not solve your problem,
please contact your service provider for assistance. Your service provider may ask for the
status of the CM8200 front panel LEDs (see Front Panel LED Icons and Error Conditions) for
more information).
You may have to reset the CM8200 configuration to the default factory settings if the CM8200
is not functioning properly. See Reset the Cable Modem Configuration Settings for more
information.
Solutions
Table 5.
Troubleshooting Solutions
Modem Problem
Possible Solution
Power LED Icon is OFF

Check the power connection from the cable modem to the
electrical wall outlet.

Check that the electrical wall outlet is working.
Is the outlet controlled by a wall light switch?
If so, disconnect the cable modem power cord and connect it to
another electrical wall outlet that is not controlled by a wall light
switch.
Cannot Send or
Receive Data

Check each end of the coaxial cable connection on the cable
modem and cable wall outlet.
Use your hand to tighten each connector, if necessary.

Check the Ethernet cable to make sure it is properly connected
to the cable modem and computer.

On the front panel, check the status of the LED icons and refer to
Front Panel LED Icons and Error Conditions to identify the
problem.

If you have cable television service, check your television to
ensure your cable service is operating properly.

If none of the above solutions resolves the problem, contact
your service provider or call ARRIS Technical Support at
1-888-944-4357 (US toll-free) for assistance.
PN 365-095-30001 x.1
Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
Touchstone CM8200 Cable Modem User Guide
23
Chapter 7: Troubleshooting Tips
Modem Problem
Possible Solution
Cannot Access the
Internet

Check that all cable and power connections on your cable
modem and computer are properly connected.

Check that the Power and Online LED icons on the front panel
are lit up solid.

Contact your service provider for assistance.
Front Panel LED Icons and Error Conditions
The CM8200 front panel LED icons provide status information for the following error
conditions:
Table 6.
Front Panel LED Icons and Error Conditions
LED Icon
Status
If, During Startup:
If, During Normal Operation
OFF
CM8200 is not properly
plugged into the electrical
outlet
CM8200 is unplugged
FLASHING
Downstream receive channel
cannot be acquired
Downstream channel is lost
FLASHING
Upstream send channel
cannot be acquired
Upstream channel is lost
FLASHING
IP registration is unsuccessful
IP registration is lost
PN 365-095-30001 x.1
Copyright ARRIS Enterprises, Inc. 2016. All Rights Reserved.
Touchstone CM8200 Cable Modem User Guide
24
Chapter 8
Warranty Information
Touchstone CM8200 DOCSIS 3.1 Cable Modem
ARRIS Enterprises, LLC. ("ARRIS")
Cable Operator or Service Provider Arrangements. If you did not purchase this Product
directly from ARRIS or from an ARRIS authorized retail reseller, ARRIS does not warrant this
Product to you, the end-user. A limited warranty for this Product (including Software) may
have been provided to your cable operator or Internet Service Provider ("Service Provider")
from whom you obtained the Product. Please contact your Service Provider if you experience
problems with this Product.
General Information. The warranties described in this Section shall not apply: (i) to any
Product subjected to accident, misuse, neglect, alteration, Acts of God, improper handling,
improper transport, improper storage, improper use or application, improper installation,
improper testing or unauthorized repair; or (ii) to cosmetic problems or defects which result
from normal wear and tear under ordinary use, and do not affect the performance or use of
the Product. ARRIS’ warranties apply only to a Product that is manufactured by ARRIS and
identified by ARRIS owned trademark, trade name or product identification logos affixed to
the Product. ARRIS does not warrant to you, the end user, or to anyone else that the Software
will perform error free or without bugs.
ARRIS IS NOT RESPONSIBLE FOR, AND PROVIDES "AS IS" ANY SOFTWARE SUPPLIED BY THIRD
PARTIES. EXCEPT AS EXPRESSLY STATED IN THIS SECTION ("WARRANTY INFORMATION"),
THERE ARE NO WARRANTIES OF ANY KIND RELATING TO THE PRODUCT, EXPRESS, IMPLIED OR
STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, OR THE WARRANTY AGAINST INFRINGEMENT
PROVIDED IN THE UNIFORM COMMERCIAL CODE. Some states do not allow for the exclusion
of implied warranties, so the above exclusion may not apply to you.
What additional provisions should I be aware of? Because it is impossible for ARRIS to know
the purposes for which you acquired this Product or the uses to which you will put this
Product, you assume full responsibility for the selection of the Product for its installation and
use. While every reasonable effort has been made to insure that you will receive a Product
that you can use and enjoy, ARRIS does not warrant that the functions of the Product will
meet your requirements or that the operation of the Product will be uninterrupted or errorfree.
ARRIS IS NOT RESPONSIBLE FOR PROBLEMS OR DAMAGE CAUSED BY THE INTERACTION OF
THE PRODUCT WITH ANY OTHER SOFTWARE OR HARDWARE. ALL WARRANTIES ARE VOID IF
THE PRODUCT IS OPENED, ALTERED, AND/OR DAMAGED.
PN 365-095-30001 x.1
Copyright 2016, ARRIS Enterprises, LLC. All rights reserved.
Touchstone CM8200 Cable Modem User Guide
25
Chapter 8: Warranty Information
THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES for any and all claims that you may have
arising out of or in connection with this Product, whether made or suffered by you or another
person and whether based in contract or tort.
IN NO EVENT SHALL ARRIS BE LIABLE TO YOU OR ANY OTHER PARTY FOR ANY DIRECT,
INDIRECT, GENERAL, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR OTHER
DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT (INCLUDING,
WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION,
LOSS OF INFORMATION OR ANY OTHER PECUNIARY LOSS), OR FROM ANY BREACH OF
WARRANTY, EVEN IF ARRIS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO
CASE SHALL ARRIS’ LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT.
These matters are governed by the laws of the State of Georgia of the United States of
America, without regard to conflict of laws principles and excluding the provisions of the
United Nations Convention on Contracts for the International Sale of Goods and the Uniform
Computers Information Transactions Act.
Cable Operator or Service Provider Arrangements. If you did not purchase this Product
directly from ARRIS or from an ARRIS authorized retail reseller, please contact your service
provider for technical support.
PN 365-095-30000 x.1
Copyright ARRIS Enterprises, LLC. 2016. All Rights Reserved.
Touchstone CM8200 Cable Modem User Guide
26
Corporate Headquarters
ARRIS · Suwanee · Georgia · 30024 · USA
T: 1-678-473-2000 F: 1-678-473-8470
www.arris.com
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