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SMCD3GNV Wireless Cable Modem Gateway User Manual

6 Troubleshooting Procedures

Successful troubleshooting requires a logical, consistent approach that narrows down the
source of a problem by ascertaining what is and isn't working until a single cause is
identified. This chapter provides suggestions for identifying and resolving problems in the
unlikely event you encounter a problem using the Gateway. It also provides tips for tuning
your configuration to optimize your wired and wireless networking experience.
The topics covered in this chapter are:

Topic

Subtopics

Basic Troubleshooting Procedures

See page 180

Advanced Troubleshooting Procedures

•

Troubleshooting Physical Network Problems (page 182)

•

Troubleshooting Configuration Problems (page 183)

•

Determining Your IP Address (page 183)

•

Troubleshooting Software-Interaction Problems (page 187)

Specific Troubleshooting Procedures

•

Unable to Log In to Gateway (page 188)

•

Local Networked Devices Unable to Access the Gateway (page 188)

•

Unable to Access the Internet (page 189)

•

Unable to Access Networked Devices (page 191)

•

Using the Ping Utility to Troubleshoot (page 191)

•

Gateway Disconnects from the Internet (page 194)

•

Slow Web Browsing (page 195)

•

Unable to Configure Port Forwarding (page 195)

•

Unable to Use Pass-thru VPN (page 195)

•

Gateway is Not Passing DHCP Address to a computer (page 195)

•

Determining a Computer’s MAC Address (page 196)

Wireless Troubleshooting

See page 198

Application and Gaming Troubleshooting

See page 204

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Summary of Contents for SMCD3GNV

Page 1: ...V User Manual Comcast Wireless Cable Modem Gateway FastFind Links Getting to Know the Gateway Installing the Gateway Preconfiguration Guidelines Configuring the Gateway Configuring the Gateway s mso I...

Page 2: ...e express written permission of SMC Microsoft and Windows are registered trademarks of Microsoft Corporation Apple and Macintosh are registered trademarks of Apple Inc All other brands product names t...

Page 3: ...attery 20 Connecting to the LAN 21 Connecting the WAN 22 Connecting to the Public Telephone Network 22 Powering on the Gateway 23 3 Preconfiguration Guidelines 24 Configuring Your Computer for TCP IP...

Page 4: ...iewing Battery Settings 57 Viewing LAN Ethernet Settings 58 Viewing Wi Fi Settings 59 Configuring Your Home Network 60 Working with Connected Devices 64 Manually Adding Computers with Static IP Addres...

Page 5: ...orking with Connected Devices 135 Manually Adding Computers with Static IP Addresses 136 Manually Adding Wireless Clients 139 Configuring Parental Controls 142 Blocking Sites and Keywords and Selectin...

Page 6: ...om the Internet 194 Slow Web Browsing 195 Unable to Configure Port Forwarding 195 Unable to Use Pass thru VPN 195 Gateway is Not Passing DHCP Address to a computer 195 Determining a Computer s MAC Add...

Page 7: ...wired and wireless solution for the home or business environment SMC is proud to provide you with a powerful yet simple communication device for connecting your local area network LAN to the Internet...

Page 8: ...og phone connections IEEE 802 11 b g n interoperability with multiple vendors Wireless WEP WPA and WPA2 encryption Hide SSID and MAC Filtering VPN pass through support using PPTP L2TP or IPSec Advance...

Page 9: ...endix A lists the Gateway s specifications Appendix B contains compliance information Document Conventions This document uses the following conventions to draw your attention to certain information Sa...

Page 10: ...a placeholder for actual text provided by the user or system Angled brackets are also used to indicate variables screen code Indicates text that is displayed on screen or entered by the user angled b...

Page 11: ...eless Cable Modem Gateway check the package contents and become familiar with the Gateway s front and back panels The topics covered in this chapter are Unpacking Package Contents page 12 System Requi...

Page 12: ...ble service provider Keep the carton including the original packing material in case you need to store the product or return it System Requirements To complete your installation you will need the foll...

Page 13: ...less Cable Modem Gateway contains a set of light emitting diode LED indicators These LEDs show the status of the Gateway and simplify troubleshooting Figure 1 shows the front panel of the SMCD3GNV Wir...

Page 14: ...Online White Blinking cable interface is acquiring IP ToD CM configuration ON Gateway is operational OFF Gateway is offline WiFi White Blinking data is transmitting over the Gateway s Wi Fi interface...

Page 15: ...Cable Modem Gateway Rear Panel Components Item Description Reset button Use this button to reset the power or restore the default factory settings see Using the Reset Button on page 17 USB USB 2 0 hig...

Page 16: ...The top panel of your SMCD3GNV Wireless Cable Modem Gateway has a WPS button for configuring wireless security automatically Figure 3 shows the WPS button Figure 3 Top View of the SMCD3GNV Wireless Ca...

Page 17: ...ress the reset button determines which reset operation is performed To protect against accidental resets the reset button is recessed on the Gateway rear panel Note You can also reset the Gateway and...

Page 18: ...y This chapter describes how to install your SMCD3GNV Wireless Cable Modem Gateway The topics covered in this chapter are Finding a Suitable Location page 19 Installing a Battery page 20 Connecting to...

Page 19: ...the sides and top of the Gateway to provide sufficient air flow around the device Not expose the Gateway to a dusty or wet environment Be an elevated location such as a high shelf keeping the number...

Page 20: ...2 Remove battery compartment door on the bottom panel and set it aside see Figure 4 Figure 4 Removing the Battery Compartment Door 3 Insert the battery into the battery compartment see Figure 5 Figure...

Page 21: ...se either a standard straight through or crossover Ethernet cable 1 Connect either end of an Ethernet cable to one of the four Ethernet ports on the rear panel of the Gateway see Figure 6 Figure 6 Con...

Page 22: ...ted to each RJ 11 port is limited by the total Ringing Load of the telephone devices that are connected Many telephone devices are marked with a Ringer Equivalent Number REN Each telephone port on the...

Page 23: ...wer port on the rear panel of the Gateway see Figure 2 on page 15 2 Connect the other end of the power adapter to a working power outlet The Gateway powers on automatically the POWER LED on the front...

Page 24: ...computer that will be used to configure the Gateway This chapter also covers other preconfiguration guidelines you should review before configuring the Gateway The topics covered in this chapter are C...

Page 25: ...r Microsoft Windows 7 see page 30 For Apple Macintosh see page 33 Configuring Microsoft Windows 2000 Use the following procedure to configure your computer if your computer has Microsoft Windows 2000...

Page 26: ...changes 9 Restart your computer Configuring Microsoft Windows XP Use the following procedure to configure your computer if your computer has Microsoft Windows XP installed If you use the Classic inter...

Page 27: ...Use the following procedure to configure a computer running Microsoft Windows Vista with the default interface If you use the Classic interface where the icons and menus resemble previous Windows vers...

Page 28: ...teway User Manual Figure 10 Local Area Connection Properties Window 6 In the Internet Protocol Version 4 Properties dialog box click Obtain an IP address automatically to configure your computer for D...

Page 29: ...lines 29 SMCD3GNV Wireless Cable Modem Gateway User Manual 7 Click the OK button to save your changes and close the dialog box 8 Click the OK button again to save your changes Figure 12 Local Area Con...

Page 30: ...ows 7 1 In the Start menu search box type ncpa cpl Figure 13 Typing ncpa cpl in the Start Menu Box The Network Connections List appears Figure 14 Example of Network Connections List 2 Right click the...

Page 31: ...MCD3GNV Wireless Cable Modem Gateway User Manual Figure 15 Local Area Network Connection Properties Dialog Box 4 In the properties dialog box click Obtain an IP address automatically to configure your...

Page 32: ...ion Guidelines 32 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 16 Properties Window 5 Click the OK button to save your changes and close the dialog box 6 Click the OK button again to save...

Page 33: ...ens you see may differ slightly from the following However you should still be able to use this procedure as a guide to configuring your Apple Macintosh for TCP IP 1 Pull down the Apple Menu click Sys...

Page 34: ...The Local Area Network LAN Settings dialog box appears 5 In the Local Area Network LAN Settings dialog box uncheck all check boxes 6 Click OK until the Internet Options window appears 7 In the Interne...

Page 35: ...re Disable any firewall or security software that may be running on your computer For more information refer to the documentation for your firewall After you configure the Gateway please re enable you...

Page 36: ...uidelines in Chapter 3 use that computer s Web browser to configure your SMCD3GNV Gateway This chapter describes how to use your computer s Web browser to configure the Gateway The topics covered in t...

Page 37: ...the SMCD3GNV Wireless Cable Modem Gateway s Web based management screens use the following procedure 1 Launch a Web browser Note Your computer does not have to be online to configure the Gateway 2 In...

Page 38: ...ea see Figure 19 If the displayed information exceeds the main area scroll bars appear to the right of the main area so you can scroll up and down through the information The top of the main area show...

Page 39: ...me menus in the menu bar have submenus associated with them If you click a menu that has submenus the submenus appear below the menu For example if you click the Connection menu the submenus in Figure...

Page 40: ...modem downstream and upstream information 46 Connection Local IP Network View and reset your local IPv4 and IPv6 settings 47 Connection WiFi View and edit the Gateway s basic and advanced wireless se...

Page 41: ...ou Advanced Port Forwarding Enable or disable the Gateway s port forwarding feature 84 Advanced Port Triggering Enable or disable the Gateway s port triggering feature 87 Advanced Port Blocking Enable...

Page 42: ...ion Description Home Network Shows the status of your home network s Ethernet and Wi Fi home status A green check mark indicates normal operation This area also shows the Gateway s firewall security l...

Page 43: ...can View and edit settings for the local IP network and view Wi Fi and Comcast network status See page 44 View Comcast network settings and initialization procedures including cable modem downstream a...

Page 44: ...w and edit the settings for your local IP network You can also use this menu to view the status of the Wi Fi network and Comcast network To display the Status menu click Connection in the menu bar and...

Page 45: ...Local IP Configuration on page 47 WiFi Network Lets you view information about your Wi Fi network A VIEW button opens the WiFi menu for viewing the link status and MAC address of the Gateway s WiFi LA...

Page 46: ...on about the Gateway s initialization procedures cable modem settings and downstream and upstream information The information shown on this menu automatically updates refreshes every 10 seconds To dis...

Page 47: ...et Protocol IP settings used by the Gateway Fields are provided for configuring IP version 4 IPv4 and the newer IP version 6 IPv6 To display the Local IP Configuration menu click Connection in the men...

Page 48: ...computers that use IPv6 Messaging Enable IPv6 Check this box to configure the Gateway to use IPv6 settings Gateway Address IPv6 IP address that the Gateway is to use Subnet Mask IPv6 subnet mask that...

Page 49: ...Wireless menu lets you view and change the Gateway s basic and advanced wireless settings To display the Wireless menu click Gateway in the menu bar and then click the Connection and WiFi submenus Fig...

Page 50: ...e default setting is 6 which refers to radio frequency ranges within the 2 4 GHz range You can change this setting if necessary however all devices in your wireless network must use the same channel t...

Page 51: ...f multiple MSDUs in one MPDU Default is disable Auto Block Ack Enables or disables Auto Block ACL function Default is enable Decline BA Request Enables or disables the BA request function Default is d...

Page 52: ...option to use the WPS button on the top panel of the Gateway to configure WPS see Figure 3 PIN Number Click this option if you need to enter a PIN to configure WPS Enter Wireless Client s PIN If you c...

Page 53: ...ximum Security High Configures the Gateway s firewall to the highest setting Select this setting for environments where security is critical Typical Security Medium Configures the Gateway s firewall f...

Page 54: ...ock Peer to peer application Blocks peer to peer applications Block IDENT Blocks identification Ident requests from Ident servers on port 113 Note Port 113 is associated with Ident If a client program...

Page 55: ...s The Software menu is a read only screen that shows the software version and packet cable version associated with the Gateway To display the Software menu click Gateway in the menu bar and then click...

Page 56: ...Control MAC address for all four Gateway Ethernet ports See page 58 View the status and MAC address of the Gateway s Wi Fi port See page 59 Viewing System Hardware Settings The System Hardware menu i...

Page 57: ...tings The Battery menu is a read only screen that shows information about the Gateway s internal battery To display the Battery menu click Gateway in the menu bar and then click the Hardware and Batte...

Page 58: ...hernet menu is a read only screen that shows the link status and MAC address of the Gateway s four Ethernet ports To display the LAN Ethernet menu click Gateway in the menu bar and then click the Hard...

Page 59: ...ngs The WiFi menu is a read only screen that shows the Wi Fi link status and MAC address of the Gateway s WiFi port To display the WiFi menu click Gateway in the menu bar and then click the Hardware a...

Page 60: ...f a 2 page wizard you can use to configure your home network To display the first page of the Home Network Wizard click Gateway in the menu bar and then click the Wizard submenu Figure 33 shows an exa...

Page 61: ...security purposes every typed character appears as a dot The default password is not shown for security purposes The password is case sensitive and can contain from 8 to 20 alphanumeric characters but...

Page 62: ...Configuring the Gateway 62 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 34 Example of the Second Page of the Home Network Wizard...

Page 63: ...with a wide range of devices including older hardware WPA WPA Personal one of the highest levels of wireless security for your network Select this option if your wireless adapters support WPA WPA 2 W...

Page 64: ...using DHCP or Home Network Administration Protocol HNAP Manually add computers with static IP addresses to the wireless network Edit computers with static IP addresses Disconnect online and offline co...

Page 65: ...ANCEL to discard them If you click SAVE the Computer menu reappears with the computer you added displayed under Offline Computers 8 To add more computers with static IP addresses repeat steps 1 throug...

Page 66: ...dd a colon between each 2 character ID in the MAC address For information about obtaining the MAC address of a computer see Determining a Computer s MAC Address on page 196 Static IP Address Static IP...

Page 67: ...way using DHCP or a static IP address If you select Static IP enter the static IP address in the Static IP Address field MAC Address Edit the MAC address of the selected computer Add a colon between e...

Page 68: ...re about or try to gain trust which may result in unacceptable access to your family your coworkers your computer or personal information Using the Parental Controls menu you can prevent access to unw...

Page 69: ...15 15 Click SAVE or click CANCEL to discard your settings If you clicked SAVE the blocked site appears below Blocked Sites on the Managed Sites menu 16 To block additional sites repeat steps 3 throug...

Page 70: ...Configuring the Gateway 70 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 39 Add Blocked Domain Menu...

Page 71: ...he time when the Gateway is to start blocking this URL End on If you selected No for Always Block select the time when the Gateway is to stop blocking this URL Set Blocked Days Select All Click this l...

Page 72: ...discard your settings If you clicked SAVE the blocked keyword appears below Blocked Keywords on the Managed Keywords menu 24 To block additional keywords repeat steps 3 through 5 25 To edit a blocked...

Page 73: ...Configuring the Gateway 73 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 40 Add Blocked Keyword Menu...

Page 74: ...lect the time when the Gateway is to start blocking this keyword End on If you selected No for Always Block select the time when the Gateway is to stop blocking this keyword Set Blocked Days Select Al...

Page 75: ...f the menu Figure 41 Example of Managed Services Menu To block services 27 If the Managed Services menu is not displayed click Parental Control in the menu bar and then click the Managed Services subm...

Page 76: ...the settings on the Add Blocked Service menu see Table 17 and click SAVE 34 To delete a blocked service click the X next to the service When the Delete Service Block Rule message appears click OK to d...

Page 77: ...instruct the Gateway when to block this service Yes the Gateway always blocks this service until you remove the block default Set Block Time Start from If you selected No for Always Block select the...

Page 78: ...display the Managed Devices menu click Parental Control in the menu bar and then click the Managed Devices submenu Figure 43 shows an example of the menu Figure 43 Example of Managed Devices Menu Ena...

Page 79: ...AVE or click CANCEL to discard your settings If you clicked SAVE the blocked device appears below Blocked Devices on the Managed Devices menu 39 To block additional devices repeat steps 3 through 5 40...

Page 80: ...Configuring the Gateway 80 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 44 Add Blocked Device Menu...

Page 81: ...ks this device until you remove the block default Set Block Time Start from If you selected No for Always Block select the time when the Gateway is to start blocking this device End on If you selected...

Page 82: ...ted log messages Using the Reports menu you can define filters for reports and print or download reports To display the Reports menu click Parental Control in the menu bar and then click the Reports s...

Page 83: ...nder Report Filters a Using the Report Type drop down list select the report to which you want to apply a filter Choices are All Managed Sites Managed Services Managed Devices b By default the report...

Page 84: ...computers There may be times however when you want a tunnel to be created through your firewall so computers on the Internet can communicate to one of the computers on your LAN using a single port Th...

Page 85: ...he Add Service menu see Table 19 5 Click SAVE to save your settings or click CANCEL to discard them If you click SAVE the port forwarding rule appears below Port Forwarding on the Port Forwarding menu...

Page 86: ...Public Port Ending number of the port on which the service is provided This field is unavailable if the Gateway is configured for a single public IP port Private Port s Numbers of the ports whose tra...

Page 87: ...ere are multiple related sessions created during the protocol communications Normally a normal treats the triggered sessions as independent sessions and blocks them However the Gateway can co relate t...

Page 88: ...ee Table 20 5 Click SAVE to save your settings or click CANCEL to discard them If you click SAVE the port triggering rule appears below Port Triggering on the Port Triggering menu 6 To add more port t...

Page 89: ...or example to track H 323 protocol the From port should be 1720 Trigger Port To To port ranges of the special application For example to track H 323 protocol the To port should be 1720 Target Port Fro...

Page 90: ...ADD PORT TRIGGER button becomes unavailable and all port triggering rules that have been defined turn gray to show they are disabled Enabling Port Triggering To enable port triggering 1 If the Port T...

Page 91: ...independently of the other Ethernet ports on the Gateway To display the Port Blocking menu click Advanced in the menu bar and then click the Port Blocking submenu in the menu bar Figure 50 shows an e...

Page 92: ...ay using one of the other enabled LAN ports Discovering Devices Using the Device Discovery menu the Gateway can obtain protocol addresses of neighboring devices and discover the platform of those devi...

Page 93: ...uce network traffic Time To Live A counting mechanism to determine how long a packet is valid before it reaches its destination Each time a TCP IP packet passes through a router it decrements its Time...

Page 94: ...hange the password used to log in to the Gateway s Web interface See page 99 Note For additional troubleshooting procedures see Chapter 6 Defining Log Filters Using the Logs menu you can define the fi...

Page 95: ...owing steps under Log Filters a Using the Log Type drop down list select the log to which you want to apply a filter Choices are System Logs Event Logs Firewall Logs b By default the log is generated...

Page 96: ...nd everything looks fine the problem might be with a router up the line from the Gateway or with the line itself To help you identify such issues the Network Diagnostic Tools menu lets you test connec...

Page 97: ...ficulty reaching is alive and physically reachable If there are routers between the Gateway and the destination you are having difficulty reaching the problem might be at one of the routers Testing Co...

Page 98: ...router without affecting the Gateway RESTORE FACTORY SETTINGS returns the Gateway to its factory default settings Any overrides you made to the default settings will be removed This button in functio...

Page 99: ...Example of the Change Password Menu Table 22 Change Password Menu Option Description Current Password Enter the current case sensitive administrator password For security purposes every typed charact...

Page 100: ...in Chapter 3 use that computer s Web browser to configure your SMCD3GNV Gateway using the Gateway s mso interface This chapter describes how to use your computer s Web browser to configure the Gatewa...

Page 101: ...e SMCD3GNV Wireless Cable Modem Gateway s Web based management screens use the following procedure 1 Launch a Web browser Note Your computer does not have to be online to configure the Gateway 2 In th...

Page 102: ...n the main area see Figure 19 If the displayed information exceeds the main area scroll bars appear to the right of the main area so you can scroll up and down through the information The top of the m...

Page 103: ...e Some menus in the menu bar have submenus associated with them If you click a menu that has submenus the submenus appear below the menu For example if you click the Connection menu the submenus in Fi...

Page 104: ...d view the status of the Wi Fi network and XFINITY network 111 Gateway Connection Local IP Network View and change the Gateway s IPv4 and IPv6 settings 112 Gateway Connection WiFi View and edit the Ga...

Page 105: ...rotocol Secure HTTPS Telnet Secure Shell SSH Simple Network Management Protocol SNMP and or HNAP 163 Advanced DMZ Configure the Gateway to provide a local computer with unrestricted two way Internet a...

Page 106: ...SMCD3GNV Wireless Cable Modem Gateway User Manual Configuring the Gateway Settings Using the submenus below Gateway you can View at a glance settings for your network and connected devices See page 1...

Page 107: ...igure 59 Example of the At a Glance Menu screen missing items Table 24 At a Glance Menu Option Description Home Network Shows the status of your home network s Ethernet and Wi Fi home status A green c...

Page 108: ...ateway to send email notifications when there is A firewall and or parental control breach An alert or warning true If desired you can configure the Gateway to send the logs with the email To display...

Page 109: ...breach default Alerts or Warnings Determines whether an email notification is sent when a Gateway alert or warning occurs Yes email notification is enabled No email notification is disabled default S...

Page 110: ...ubmenus below Connections you can View and edit the settings for your local IP network and view the Gateway s Wi Fi and XFINITY network connections See page 111 Configure the Gateway s IPv4 or IPv6 se...

Page 111: ...menu lets you view and edit the settings for your local IP network You can also use this menu to view the status of the Wi Fi network and XFINITY network To display the Status menu click Gateway Conn...

Page 112: ...page 130 XFINITY Network Lets you view information about the XFINITY network A VIEW button opens the Comcast Network menu for viewing the initialization procedures including cable modem downstream an...

Page 113: ...t two octets in the Gateway s IP address and cannot be changed The last two fields let you enter the final two octets in the ending IP address range DHCP Lease Time Amount of time a DHCP network user...

Page 114: ...less settings To display the Wireless menu click Gateway Connection WiFi in the menu bar The Wireless menu is organized into the following areas Private WiFi and Public WiFi networks see page 115 Priv...

Page 115: ...orks Areas Table 28 Wireless Menu Private and Public WiFI Networks Areas Option Description Private WiFi Network Name MAC Address Security Mode Shows the name MAC address and security setting if any f...

Page 116: ...network 802 11 b g n use this setting if you have a combination of IEEE 802 11b IEEE 802 11g and IEEE 802 11n devices on your network default Channel Selection Select how the Gateway will select a cha...

Page 117: ...m that prevents collisions among 802 11b g modes Choices are Auto BG protection mode goes on or off automatically as needed Always On BG protection mode is always on Always Off BG protection mode is a...

Page 118: ...tations to send receive data simultaneously without contending for shared medium Default is enable Extension Channel Defines a second 20 MHz channel 40 MHz stations can use this channel in addition to...

Page 119: ...o learned wireless devices The choices are Allow All all wireless client stations can connect to the Internet default Allow allow only the wireless client stations in the Wireless Control List to conn...

Page 120: ...select the MAC address from the list of auto learned wireless devices The choices are Allow All all wireless client stations can connect to the Internet default Allow allow only the wireless client s...

Page 121: ...IN Number Click this option if you need to enter a PIN to configure WPS Enter Wireless Client s PIN If you clicked PIN Number enter the PIN in this field PAIR WITH MY WIFI CLIENT button Click this but...

Page 122: ...Configuring the Gateway s mso Interface 122 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 69 Example of XFINITY Network Menu...

Page 123: ...Security High Configures the Gateway s firewall to the highest setting Select this setting for environments where security is critical Typical Security Medium Configures the Gateway s firewall for ty...

Page 124: ...er to peer application Blocks peer to peer applications Block IDENT Blocks identification Ident requests from Ident servers on port 113 Note Port 113 is associated with Ident If a client program on a...

Page 125: ...ystem Software Settings The Software menu is a read only screen that shows the software version and packet cable version associated with the Gateway To display the Software menu click Gateway Software...

Page 126: ...enus below Hardware you can view information about the Gateway system hardware such as model serial number and processor speed See page 127 Gateway s battery status See page 128 Link status and MAC ad...

Page 127: ...ystem Hardware Settings The System Hardware menu is a read only screen that shows the Gateway s system hardware To display the System Hardware menu click Gateway Hardware System Hardware in the menu b...

Page 128: ...nual Viewing Battery Settings The Battery menu is a read only screen that shows information about the Gateway s internal battery To display the Battery menu click Gateway Hardware Battery in the menu...

Page 129: ...ernet Settings The LAN Ethernet menu is a read only screen that shows the link status and MAC address of the Gateway s four Ethernet ports To display the LAN Ethernet menu click Gateway Hardware LAN i...

Page 130: ...nual Viewing Wi Fi Settings The WiFi menu is a read only screen that shows the Wi Fi link status and MAC address of the Gateway s Wi Fi port To display the WiFi menu click Gateway Hardware WiFi in the...

Page 131: ...Wizard menu is part of a 2 page wizard you can use to configure your home network To display the first page of the Home Network Wizard click Gateway Wizard in the menu bar Figure 77 shows an example...

Page 132: ...or security purposes every typed character appears as a dot The default password is not shown for security purposes The password is case sensitive and can contain from 8 to 20 alphanumeric characters...

Page 133: ...Configuring the Gateway s mso Interface 133 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 78 Example of the Second Page of the Home Network Wizard...

Page 134: ...128 bit selections are provided WPA PSK designed for home and small office networks Each wireless network device encrypts the network traffic using a 256 bit key Select this option if your wireless a...

Page 135: ...View computers connected to the Gateway s LAN Add computer s with static IP addresses to the Gateway s LAN Add WiFi protected clients to the Gateway s LAN All of these activities are performed form th...

Page 136: ...k CANCEL to discard them If you click SAVE the Computer menu reappears with the computer you added displayed under Offline Computers 4 To add more computers with static IP addresses repeat steps 1 thr...

Page 137: ...the computer you want to add Add a colon between each 2 character ID in the MAC address For information about obtaining the MAC address of a computer see Determining a Computer s MAC Address on page 1...

Page 138: ...ould be discovered by the Gateway using DHCP or a static IP address If you select Static IP enter the static IP address in the Static IP Address field MAC Address Edit the MAC address of the selected...

Page 139: ...d in WPA2 To manually add a wireless client to the Gateway s LAN perform the following procedure from the Computers menu 1 Under Offline Computers click the ADD WIFI PROTECTED SETUP WPS CLIENT button...

Page 140: ...e Gateway s wireless LAN To change the security used see the Encryption Method option in the Home Network Wizard Step 2 menu see Configuring Your Home Network on page 131 Encryption Read only screen t...

Page 141: ...ck this button to discard your settings on the Add Wireless Client menu need this screen Figure 83 Example of the Edit Device Menu Table 41 Edit Device Menu true Option Description Host Name Read only...

Page 142: ...an prevent access to unwanted Web content by Blocking sites and keywords See page 142 Blocking services See page 148 Blocking devices and access types See page 152 You can also define report filters a...

Page 143: ...Domain menu see Table 42 4 Click SAVE or click CANCEL to discard your settings If you clicked SAVE the blocked site appears below Blocked Sites on the Managed Sites menu 5 To block additional sites re...

Page 144: ...this URL Choices are No the Gateway does not always block this URL Use the Set Block Time and Set Blocked Days to instruct the Gateway when to block this URL Yes the Gateway always blocks this URL un...

Page 145: ...ng procedure from the Managed Sites menu 1 Next to Enable Managed Sites click Enabled 2 Under Blocked Keywords click ADD The Add Blocked Keyword menu appears see Figure 86 3 Complete the fields in the...

Page 146: ...Configuring the Gateway s mso Interface 146 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 86 Add Blocked Keyword Menu...

Page 147: ...ys Block select the time when the Gateway is to stop blocking this keyword Set Blocked Days Set Blocked Days If you selected No for Always Block use any of the following methods to specify when the Ga...

Page 148: ...usted computers on the network This procedure involves the following steps 1 Specify the services to be blocked See Specifying Services on page 149 2 Identify the trusted computers that are allowed to...

Page 149: ...k SAVE or click CANCEL to discard your settings If you clicked SAVE the blocked service appears below Blocked Services on the Managed Services menu 5 To block additional services repeat steps 2 throug...

Page 150: ...Configuring the Gateway s mso Interface 150 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 88 Add Blocked Service Menu...

Page 151: ...e until you remove the block default Set Block Time Start from If you selected No for Always Block select the time when the Gateway is to start blocking this service End on If you selected No for Alwa...

Page 152: ...anaged Devices menu click Parental Control Managed Devices in the menu bar Figure 89 shows an example of the menu Figure 89 Example of Managed Devices Menu Enabling or Disabling Managed Devices By def...

Page 153: ...o discard your settings If you clicked SAVE the blocked device appears below Blocked Devices on the Managed Devices menu 4 To block additional devices repeat steps 1 through 3 5 To edit a blocked devi...

Page 154: ...Configuring the Gateway s mso Interface 154 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 90 Add Blocked Device Menu...

Page 155: ...ck this device Yes the Gateway always blocks this device until you remove the block default Set Block Time Start from If you selected No for Always Block select the time when the Gateway is to start b...

Page 156: ...ou want to generate and the time frame they are to cover If you do not set a report filter the default filter is automatically set to all report types for the current day today After you define the fi...

Page 157: ...work and the Internet A firewall keeps unwanted traffic from the Internet away from your networked computers There may be times however when you want a tunnel to be created through the Gateway firewal...

Page 158: ...to save your settings or click CANCEL to discard them If you click SAVE the port forwarding rule appears below Port Forwarding on the Port Forwarding menu 5 To add more port forwarding rules repeat st...

Page 159: ...provided End Public Port Ending number of the port on which the service is provided This field is unavailable if the Gateway is configured for a single public IP port Private Port s Numbers of the por...

Page 160: ...tions besides the initial communication session there are multiple related sessions created during the protocol communications Normally a normal treats the triggered sessions as independent sessions a...

Page 161: ...AVE to save your settings or click CANCEL to discard them If you click SAVE the port triggering rule appears below Port Triggering on the Port Triggering menu 5 To add more port triggering rules repea...

Page 162: ...cation For example to track H 323 protocol the From port should be 1720 Trigger Port To To port ranges of the special application For example to track H 323 protocol the To port should be 1720 Target...

Page 163: ...ray to show they are disabled In addition the buttons to the right of the checkboxes become gray preventing you from editing or deleting port triggering rules To enable all port triggering rules click...

Page 164: ...Configuring the Gateway s mso Interface 164 SMCD3GNV Wireless Cable Modem Gateway User Manual Figure 96 Example of Remote Management Menu...

Page 165: ...he computer next to IP Address Range of IPs to allow a group of computers to remotely manage the Gateway check this option Then enter the starting range of IP addresses next to Start IP Address boxes...

Page 166: ...e of DMZ Menu Table 49 DMZ Menu Option Description Enable DMZ Enables or disables the Gateway s DMZ setting Enabled Gateway s DMZ feature is enabled Disabled Gateway s DMZ feature is disabled DMZ Host...

Page 167: ...g the Routing menu you can configure how the Gateway adjusts to physical changes in the network s layout and exchanges routing tables with other routers To access the Routing menu click Advanced Routi...

Page 168: ...assword over the network possible making it available to individuals who can access packets off the network Do not use this option as part of your security strategy Rather use it to avoid accidental c...

Page 169: ...esses or other information stored in DNS If you have already set up a dynamic domain service with a service provider use the following procedure to set up the Gateway to update your DDNS automatically...

Page 170: ...user name that you set up Password Enter your service provider password that you set up The password must be at least 6 characters long For security each password character appears as a dot Host Name...

Page 171: ...Device Discovery menu the Gateway can obtain protocol addresses of neighboring devices and discover the platform of those devices To display the Device Discovery menu click Advanced Device Discovery i...

Page 172: ...uce network traffic Time To Live A counting mechanism to determine how long a packet is valid before it reaches its destination Each time a TCP IP packet passes through a router it decrements its Time...

Page 173: ...fine log filters and generate logs See page 174 Test connectivity to a destination or IP address See page 175 Reset the Gateway reset your Wi Fi router or restore the Gateway s WiFi and factory defaul...

Page 174: ...logs you want to generate and the time frame they are to cover If you do not set a log filter the default filter is automatically set to system log types for the current day today After you define th...

Page 175: ...configuration and operation and everything looks fine the problem might be with a router up the line from the Gateway or with the line itself To help you identify such issues the Network Diagnostic To...

Page 176: ...aving difficulty reaching is alive and physically reachable If there are routers between the Gateway and the destination you are having difficulty reaching the problem might be at one of the routers T...

Page 177: ...SETTINGS returns the Gateway to its factory default WiFI settings Settings that are not related to the Gateway s wireless operation are not changed RESTORE FACTORY SETTINGS returns the Gateway to its...

Page 178: ...53 describes the menu Figure 104 Example of the Change Password Menu Table 53 Change Password Menu Option Description Current Password Enter the current case sensitive administrator password For secur...

Page 179: ...leshooting Procedures Troubleshooting Physical Network Problems page 182 Troubleshooting Configuration Problems page 183 Determining Your IP Address page 183 Troubleshooting Software Interaction Probl...

Page 180: ...routers and switches 5 Lastly start up your computer Check basic Gateway functions After you turn on power to the Gateway check that the following LED sequences have occurred and see Front Panel on p...

Page 181: ...e OFF 1 Be sure the Ethernet cable connections are secure at the Gateway and at the computer 2 Be sure that power is turned on to the computer connected to the Gateway 3 Be sure you are using the Ethe...

Page 182: ...etwork devices and connections These problems are the most easily fixed and include Performing a thorough physical inspection of your network Checking that all hardware devices including the Gateway a...

Page 183: ...to determine whether there is a misconfiguration of IP addresses subnet masks gateways or broadcast addresses Common configuration problems can be caused by misconfiguring newly connected or configure...

Page 184: ...signed to devices on the network Figure 106 Example of IP Addresses for Networked Devices You define the computer s IP address using the procedure appropriate for your operating system as described in...

Page 185: ...le may not be firmly connected at both ends Secure the cable at both ends Often just reseating the cable into a connector is all that is required The NIC may be bad or the network cable connected to i...

Page 186: ...XP Vista or 7 1 Click on Start and in the Start Search box type cmd 2 Press Enter on your keyboard or click cmd exe in your search list see Figure 108 Figure 108 Example of md exe in the Search List...

Page 187: ...hooting Software Interaction Problems If the physical network and basic configuration procedures in the preceding sections do not resolve your problem focus on software problems The most common softwa...

Page 188: ...have failed If possible connect a different computer to the same network cable If the connection works the problem is with the NIC Contact the NIC manufacturer for support or install a new NIC If the...

Page 189: ...ateway and computer a Turn off the computer and turn off Gateway b Turn on the Gateway and turn on computer 7 For secured wireless connections be sure you entered the correct security key when connect...

Page 190: ...ing a location on the Internet see Testing the Path from a Computer to the Internet on page 192 For example ping www yahoo com If the ping succeeds proceed to the next step If the ping fails Your Web...

Page 191: ...e name of the computer you want to connect to Add the computer and its IP address to the LMHOSTS file This is a text file that resides in the Windows System32 drivers etc directory for Windows2000 or...

Page 192: ...ernet To test the path using ping from a Windows PC 1 From the Windows task bar click Start and select Run 2 In the Open field type cmd and click OK A DOS command window appears 3 At the prompt type p...

Page 193: ...ping 4 Using the options below the field select an unlimited number of pings or send a specific number of pings 5 Click the Ping button If you receive reply from the destination IP address was contact...

Page 194: ...and Editing Your Local IP Configuration on page 47 2 Connect a computer to one of the Gateway s LAN ports 3 Restart your computer 4 Reset the Gateway to its factory default settings using either the...

Page 195: ...g for software applications external servers or gaming Ascertain the port s that the application or game calls for Some ISPs block ports such as ports 20 21 and 80 Check with ISP to confirm whether it...

Page 196: ...Your Home Network on page 60 Determining a Computer s MAC Address The following sections describe how to obtain a computer s MAC address Microsoft Windows To determine the MAC address on a Windows com...

Page 197: ...dock select System Preferences 2 Select Network Select Location Select Interface 3 Perform one of the following steps For a wired Mac running Mac OS 10 2 or earlier select the TCP IP tab The number n...

Page 198: ...zard submenu 5 Verify that the Gateway s wireless configuration settings match those of the other wireless devices in your wireless network In the Home Network Wizard Page 2 confirm that the case sens...

Page 199: ...n and The following error message appears Windows was unable to find a certificate to log you on to the network Use the following procedure to create or add a wireless network profile manually on the...

Page 200: ...and confirm it Be sure This is a computer to computer ad hoc network is not selected 11 Click OK and then click OK again 12 Right click Wireless Network Connections and select Status 13 Click the Supp...

Page 201: ...ere the interference and the weaker your connection will be The Gateway supports STBC which is a technique used to transfer multiple copies of data by multiple antennas to improve data transfer Using...

Page 202: ...to your wireless network Therefore you may want to consider disabling this feature For more information refer to the documentation for your wireless access points MAC filtering is the process of conf...

Page 203: ...reover the first WPA version does not provide maximum wireless performance on 802 11n networks For these reasons either Upgrade your 802 11g equipment for 802 11n devices or Configure the devices on y...

Page 204: ...computer after connecting to AOL using the Gateway Create an account for the Gateway Create a password that is 8 alphanumeric characters long Append aol com to the end of the username Some AOL packag...

Page 205: ...ing switch TR 68 coloring for 1 USB 2 0 Connector Type B reserved for future use TR 68 coloring for 4 Ethernet port Cable interface F type female 75 Ohm Channel Bonding Downstream up to 4 channels Ups...

Page 206: ...rts 64 128 256 bit RC4 authentication and encryption Network Protocols IEEE 802 1d compliant bridging ARP DHCP Client Server ICMP UDP FTP TFTP DNS Relay Telnet ToD Client Security Password protected c...

Page 207: ...2 48 200 Mbps with 4 DS channel bounding EuroDOCSIS Signal Level 15dBmV to 15dBmV Automatic gain controlled by CM 17 dBmV Transmitter Modulation TDMA QPSK 8QAM 16QAM 32QAM 64QAM 128QAM S CDMA QPSK 8QA...

Page 208: ...eless Cable Modem Gateway User Manual Dimensions L x W x H 2 x 9 x 9 in 50 8 x 228 6 x 228 6 in Weight 930 g 2 05 lbs Input Power 12V 2A Regulatory Certification FCC Part 15B Class B UL cUL Power Supp...

Page 209: ...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 in...

Page 210: ...advised of your right to file a complaint with the FCC if you believe it is necessary The telephone company may make changes in its facilities equipment operations or procedures that could affect the...

Page 211: ...ast Network menu 46 Comcast network status 44 111 Computers adding 65 136 139 editing 66 138 141 Configuration 36 100 TCP IP 24 Configuring PC for TCP IP 183 Configuring login password 99 178 Connecte...

Page 212: ...blic telephone network 22 connecting to the WAN 22 connectivity to destination address 97 176 connectivity to IP address 97 176 disconnects from the Internet 194 front panel 13 installing 18 key featu...

Page 213: ...configuration for Windows 2000 25 26 TCP IP configuration for Windows 7 30 TCP IP configuration for Windows Vista 27 N Network Diagnostic Tools menu 96 175 P Package contents 12 Parental Control menu...

Page 214: ...ing basic setup procedures 180 Gateway Disconnects from the Internet 194 Gateway is not passing DHCP to computers 195 Ping utility 191 Ping utility on Macintosh 193 slow Web browsing 195 testing the p...

Page 215: ...142 Network Diagnostic Tools menu 96 175 Parental Controls 68 142 Port Blocking 91 Port Triggering 87 160 Reports 82 Restore Reboot Gateway 98 177 Software 55 125 Status 44 111 System Hardware 56 127...

Page 216: ...20 Mason Irvine CA 92618 U S A http www smc com Document number DORY06172010...

Page 217: ...ipment 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 FCC Cauti...

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