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Chapter 4

Internet Connection Troubleshooting

25

E-DOC-CTC-20051017-0035 v1.0

4 Internet Connection Troubleshooting

What to check

The first things to check if you cannot access the Internet, are:

Power

Hardware connections

LEDs

If the suggestions in this chapter do not resolve the Internet connection problem,
please contact your Internet Service Provider.

For other problems (Security, Management, ...), refer to the SpeedTouch™ User’s
Guide.

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Summary of Contents for 516

Page 1: ...SpeedTouch 516 v6 Residential ADSL Gateway Installation and Setup Guide Release R5 4 ...

Page 2: ......

Page 3: ...SpeedTouch 516 v6 Installation and Setup Guide R5 4 ...

Page 4: ...TIFIED Wi Fi ZONE Wi Fi Alli ance their respective logos and Wi Fi Protected Access are trademarks of the Wi Fi Alliance UPnP is a certification mark of the UPnP Implementers Corporation Microsoft MS DOS Windows and Windows NT are either registered trademarks or trademarks of Microsoft Corpo ration in the United States and or other countries Apple and Mac OS are registered trademarks of Apple Comp...

Page 5: ...ouch 3 2 Basic Installation 5 2 1 Setting up your SpeedTouch 6 2 2 Installing your SpeedTouch 7 2 2 1 Guided Installation 8 2 2 2 Manual Installation 16 2 3 The SpeedTouch Setup CD 18 2 4 SpeedTouch Connection Essentials 19 2 5 Connections Overview and Powering 20 2 6 Basic Security 21 3 Web Based User Interface 23 ...

Page 6: ...TC 20051017 0035 v1 0 ii 4 Internet Connection Troubleshooting 25 4 1 Checking the Hardware 26 4 2 LED Diagnostics 27 4 3 Web Diagnostics 29 4 4 SpeedTouch Setup CD Troubleshooting 31 4 5 Easy Setup Troubleshooting 34 ...

Page 7: ...dates THOMSON continuously develops new solutions but is also committed to improve its existing products For suggestions regarding this document please contact documentation speedtouch thomson net For more information on THOMSON s latest technological innovations documents and software releases visit us at www speedtouch com A note provides additional information about a topic A tip provides an al...

Page 8: ...About this Installation and Setup Guide 2 E DOC CTC 20051017 0035 v1 0 ...

Page 9: ...Product name Model number Serial number Power requirements DSL variants The SpeedTouch comes in two ADSL variants POTS The SpeedTouch 516 v6 connects to an analogue Plain Old Telephone Service POTS line ISDN The SpeedTouch 516 v6 iconnects to an Integrated Service Digital Network ISDN line enabling residences with an ISDN line to use the ADSL service You can easily identify your variant by checkin...

Page 10: ...rst the wizard tries to detect your SpeedTouch As soon as you have connected your SpeedTouch to your computer the wizard configures your SpeedTouch and if necessary your computer The Home Install Wizard was designed for Microsoft Windows operating systems and Mac OS X in the latter case provided you use a wired connection to your SpeedTouch You can start the SpeedTouch Home Install Wizard Automati...

Page 11: ...mputer via Ethernet make sure the computer is equipped with an Ethernet network interface card NIC Connection details from your Internet Service Provider ISP You need the following connection details from your Internet Service Provider ISP Your ISP s method for connecting to the Internet for example PPPoE The VPI VCI for example 8 35 Your user name and password to connect to the Internet You must ...

Page 12: ...ical surface where you want to place the SpeedTouch 2 Fasten two screws in the wall holes The screws should protrude five millimetres from the surface of the wall 3 Attach your SpeedTouch on the wall using the two mounting slots on the bottom Stand up To set up the SpeedTouch in an upright position use the cradle if available If you install the SpeedTouch onto plasterboard use dowels to secure the...

Page 13: ...ch is Microsoft Windows 98 SE Millennium 2000 or XP the Home Install Wizard as described in 2 2 1 Guided Installation on page 8 Mac OS X Any operating system provided you have IP connectivity the Easy Setup as described in 2 2 2 Manual Installation on page 16 Open your Web browser the SpeedTouch HTTP intercept will do the rest If you are using Microsoft Windows XP you can also use the Microsoft Wi...

Page 14: ... to your SpeedTouch Prepare the SpeedTouch to connect to the Internet Connecting the cables wait Do not make any connections to your SpeedTouch until you are prompted to do so by the SpeedTouch Quick Install Wizard and or the SpeedTouch Home Install Wizard Starting the CD for the first time To start the SpeedTouch Setup CD Menu 1 Insert the Setup CD into your computer s CD ROM or DVD ROM drive Mic...

Page 15: ...xt to continue 2 Select your SpeedTouch from the list of supported devices and click Next The SpeedTouch Safety Instructions and Regulatory Notices are displayed If you ran the CD on this computer before the Quick Install Wizard is not shown the CD menu appears instead A product picture helps you to easily identify your SpeedTouch If you are not sure what device you have check the label on the bot...

Page 16: ...uick Install Wizard will Make all information readily available to let the Home Install Wizard configure your SpeedTouch to connect to the Internet See Connection details from your Internet Service Provider ISP on page 5 for an overview of information you must have readily available Start the SpeedTouch Home Install Wizard 5 Click Set up my SpeedTouch to continue 6 The procedure continues with the...

Page 17: ...elcome page click Next to continue The Software License Agreement window appears 2 You must accept before continuing Click Yes to accept The SpeedTouch Home Install Wizard checks your system and invites you to connect the SpeedTouch to your computer If you accepted the Software License Agreement in a previous configuration setup this window will not be shown See SpeedTouch wiring on page 19 for a ...

Page 18: ...h and the other end to the computer s Ethernet port 4 Once the hardware is installed and connected to the SpeedTouch the procedure continues with configuring your Internet connection Proceed with Configuring the Internet connection on page 13 If the wizard does not detect a connection an error message will be displayed Refer to The wizard does not detect a connection on page 31 ...

Page 19: ...tional configurations Proceed with Configuring the SpeedTouch and your computer on page 14 The factory default user is Administrator and its password is blank It is advisable to specify another user name and password to protect your SpeedTouch from security violation during the configuration procedure See 2 6 Basic Security on page 21 for more information If the Internet Service Provider has inclu...

Page 20: ...uration or other Enter the information provided by your ISP and click Next whenever requested 2 Provide a user name and password to protect your SpeedTouch from unauthorised access Each time a user wants to access a SpeedTouch management interface the user will be prompted to provide this user name and password before access is granted Click Next to continue 3 The procedure continues with the fina...

Page 21: ...scribed in Testing your Internet Connection on page 29 The SpeedTouch CD Menu is displayed See 2 3 The SpeedTouch Setup CD on page 18 for more information You are redirected to the embedded SpeedTouch pages automatically unless you cleared the http speedtouch lan check box in the last window of the Home Install Wizard These pages allow you to configure your firewall device settings and so on See t...

Page 22: ...t Proceed as follows 1 Open a Web browser Browse to an arbitrary Web site for instance http www speedtouch com As long as no Internet connection has been set up you will be automatically redirected to the SpeedTouch Welcome page 2 Click Set up my SpeedTouch to start the Easy Setup wizard 3 Proceed with Using Easy Setup on page 17 See SpeedTouch wiring on page 19 for a comprehensive overview of all...

Page 23: ...ext 4 For a Routed service fill in the Internet Account settings PPP user name and password provided by your ISP and then click Next 5 Fill in the SpeedTouch Security user name and Password 6 In the next window you can review your settings before starting the configuration of your SpeedTouch If something is missing or incorrect click Back To confirm your settings click Start 7 Wait until the confi...

Page 24: ...he Quick Install Wizard and subsequent Home Install Wizard Select Run Quick Installation to start the SpeedTouch Quick Install Wizard and SpeedTouch Home Install Wizard SpeedTouch Maintenance to Reconfigure your SpeedTouch via the Home Install Wizard Check for SpeedTouch upgrades on the Internet Documentation and Help to Consult user documentation for your SpeedTouch DSL Gateway Consult user docum...

Page 25: ...ough the process of making all the required connections to your SpeedTouch If you want to make the required connections yourself see 2 5 Connections Overview and Powering on page 20 for more information The colour coded printing on the backpanel of your SpeedTouch will facilitate matching the colour coded cables DSL Reset ON OFF Ethernet It is recommended to wait to make any of these connections u...

Page 26: ...d for some seconds As soon as the power LED is solidly lit green your SpeedTouch is ready for service After another couple of seconds also the DSL LED will light green If these LEDs do not light please refer to Checking the LEDs on page 27 A comprehensive LED overview can be found in the SpeedTouch User s Guide Use the same button to turn off your SpeedTouch Network connections Your SpeedTouch all...

Page 27: ...password For security reasons it is recommended to set a password to access the SpeedTouch Proceed as follows 1 Go to the SpeedTouch home page http speedtouch lan or 192 168 1 254 2 In the left pane choose Toolbox User Management 3 In the Pick a task list click Change my password 4 Enter a new password and confirm Do not forget this logon information or you will be forced to reset the SpeedTouch b...

Page 28: ...Chapter 2 Basic Installation 22 E DOC CTC 20051017 0035 v1 0 ...

Page 29: ...ccount you have access to the other pages Tasks Among others you can View the SpeedTouch s current settings and status Configure the SpeedTouch to connect to your Service Provider with the settings provided Set the SpeedTouch s firewall to work with specific applications Set up security features Enable remote management access Back up your configuration settings Reset the SpeedTouch s default sett...

Page 30: ... gives you an overview of the main pages Toolbox Firewall Home Network SpeedTouch Broadband Connection Information Configuration Event Logs DSL Connection Internet Services Remote Assistance Parental Control Intrusion Detection Dynamic DNS User Management Game Application Sharing Devices Interfaces ...

Page 31: ...g What to check The first things to check if you cannot access the Internet are Power Hardware connections LEDs If the suggestions in this chapter do not resolve the Internet connection problem please contact your Internet Service Provider For other problems Security Management refer to the SpeedTouch User s Guide ...

Page 32: ...f the cable Replace any damaged cables Test the telephone line To eliminate the possibility of a fault with the telephone line itself check for a dialling tone by using a telephone connected to the telephone master socket If you are using ADSL check whether a splitter has been installed or that micro filters have been correctly fitted Contact your telephone company if there is no dialling tone Res...

Page 33: ...r and disconnect it from its power supply Wait five seconds connect the SpeedTouch again and turn it back on Run the SpeedTouch Upgrade Wizard on the CD Menu to restore the system software DSL LED is flashing green or no DSL LED Your DSL service is unable to synchronise Make sure the SpeedTouch is plugged into the DSL enabled phone line Make sure micro filters are correctly fitted if not it is ver...

Page 34: ... an error message regarding an incorrect password Check whether your user name is correct For ADSL connections the user name is normally in the form of username ISP Check whether your password is correctly entered The password is case sensitive If you continue to get password failures contact your ISP The wrong service profile was selected Restart the setup of your SpeedTouch and make sure to sele...

Page 35: ... Pick a task list click Check connectivity to the Internet 4 In the Internet Service to Check box select the Internet service you want to check 5 Click Check Connectivity If the test is successful you will see a list of green check marks as shown in the example below Otherwise a red cross will help you to diagnose the problem Test result Explanation Your DSL line is not synchronised Check whether ...

Page 36: ... the form of username ISP Your connection is disconnected Could not bring up link No IP No IP address or no DNS server has been configured During IP address negotiation there was an IPCP error or a DHCP error No Internet This test sends 1 ping to each address of a configured list of IP addresses The test succeeds if all addresses can be reached If your primary and secondary DNS server are part of ...

Page 37: ...on 2 Double click Menu The wizard does not detect a connection If the Home Install Wizard does not detect a connection to your SpeedTouch an error window appears If this is the case check whether The SpeedTouch is turned on and fully initialised Your computer has a valid IP address that is any address but 0 0 0 0 In Microsoft Windows 1 In the taskbar click the Start button 2 Select Run 3 In the Op...

Page 38: ...dTouch is not responding or not accessible anymore There are two possibilities This might be due to the reconfiguration of the SpeedTouch s IP settings In this case the last window of the Home Install Wizard will not be shown Your SpeedTouch is correctly set up though and you will be able to surf the Internet If you did not reconfigure the SpeedTouch s IP settings restart the Home Install Wizard I...

Page 39: ...n 1 In Internet Explorer the following message will appear in the Information Bar 2 Click the Information Bar with the warning 3 Select Allow Blocked Content A security warning is displayed 4 Click Yes You can now view or print the SpeedTouch documentation pages This warning will be displayed every time you consult the documentation If you do not want this message to be shown in the future you mus...

Page 40: ...r Web browser Proceed as follows to disable a proxy server in Internet Explorer 1 In the Internet Explorer menu choose Tools Internet Options 2 Click the Connections tab 3 Click the Lan settings button 4 Clear the Use proxy server box and the Use automatic script box If you have any problems you can give the host computer a fixed IP address in the same subnet as your SpeedTouch If the SpeedTouch i...

Page 41: ......

Page 42: ...Need more help Additional help is available online at www speedtouch com THOMSON 2005 All rights reserved E DOC CTC 20051017 0035 v1 0 ...

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