THOMSON SpeedTouch 576 User Manual Download Page 124

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Chapter 6

Troubleshooting

E-DOC-CTC-20050429-0103 v1.0

116

Summary of Contents for SpeedTouch 576

Page 1: ...SpeedTouch 585 Wireless Residential ADSL Gateway User s Guide Release R5 3 1...

Page 2: ......

Page 3: ...SpeedTouch 585 User s Guide R5 3 1...

Page 4: ...er countries UNIX is a registered trademark of UNIX System Laboratories Incorporated Apple and Mac OS are registered trademarks of Apple Computer Incorporated registered in the United States and other...

Page 5: ...he Web Interface 11 1 3 2 Access via CLI 12 1 3 3 Access via FTP 14 1 3 4 Remote Assistance 17 2 Local Network Setup 19 2 1 Wired Ethernet 20 2 2 Wireless Ethernet 21 2 2 1 Wireless Basics 22 2 2 2 Co...

Page 6: ...gation Bar 49 4 1 4 Notification Area 50 4 1 5 Tasks 51 4 2 Home 52 4 3 SpeedTouch 53 4 3 1 Information 54 4 3 2 SpeedTouch Easy Setup 55 4 3 3 Restart 56 4 3 4 Configuration 57 4 3 5 Backup Restore 5...

Page 7: ...Level 78 4 5 10 Firewall 80 4 5 11 Intrusion Detection 81 4 5 12 Dynamic DNS 82 4 5 13 User Management 83 4 5 14 Edit User 84 4 5 15 Change Default User 85 4 5 16 Add User 86 4 6 Home Network 87 4 6 1...

Page 8: ...0 iv 6 1 General SpeedTouch Troubleshooting 108 6 1 1 Wired Ethernet Troubleshooting 109 6 1 2 Wireless Ethernet Troubleshooting 110 6 1 3 Upgrade Troubleshooting 111 6 2 UPnP on Windows XP Systems 11...

Page 9: ...ation and software updates THOMSON continuously develops new solutions but is also committed to improve its existing products For more information on THOMSON s latest technological innovations documen...

Page 10: ...About this User s Guide E DOC CTC 20050429 0103 v1 0 2...

Page 11: ...rnet at high speed all combined in one device Installation For more information on how to set up your SpeedTouch installation and wiring and how to do a first Internet connection setup refer to the pr...

Page 12: ...CTC 20050429 0103 v1 0 4 1 1 SpeedTouch Features Introduction Your SpeedTouch offers you a wide range of outstanding features In this section you will find a comprehensive overview of the Hardware Sp...

Page 13: ...0Base T Half Full duplex auto sensing MDI MDI X Ethernet switch Wireless LAN IEEE 802 11b g Wi Fi compliant access point Power inlet LEDs LED indicators for all interfaces Reset button One recessed re...

Page 14: ...lti port up to 16 PVCs router Static routing automatic routes PPP LAN IP address multi homing Services UPnP with NAT traversal capability enables game technologies Xbox live Direct X and many others e...

Page 15: ...e CLI Remote management access control Management Multi level user protection Event logging DHCP server client and relay DHCP to PPP spoofing DNS server client and relay Time synchronization SNTPv1 SN...

Page 16: ...est failed indicating device malfunction Orange On Bootloader active Off Power off Ethernet Green Flashing Ethernet activity On Ethernet connection no activity Off No Ethernet connection WLAN Green Fl...

Page 17: ...00Base T selection Internet Green Flashing Internet activity On Internet connectivity no activity Red On Internet connection setup failed Off No Internet connection Indicator Description Name Colour S...

Page 18: ...nformation see 1 3 1 Access via the Web Interface on page 11 Command Line Interface CLI Fine tune your SpeedTouch configuration For more information see 1 3 2 Access via CLI on page 12 File Transfer P...

Page 19: ...54 3 As a result the SpeedTouch Home page appears from where you can navigate to all the configurable aspects of the SpeedTouch For more information on the web pages see 4 SpeedTouch Web Interface on...

Page 20: ...session This requires that TCP IP connectivity exists between the host from which the Telnet session is opened and the SpeedTouch Your SpeedTouch and the connected PC must have an IP address in the sa...

Page 21: ...ndows XP for instance 1 On the Windows task bar click Start 2 Select All Programs Accessories Command Prompt In the Command Prompt window At the prompt type telnet followed by the IP address of your S...

Page 22: ...our SpeedTouch security user name and password 4 The example below shows an FTP session to the SpeedTouch file system File system structure The structure of the file system is very simple It consists...

Page 23: ...tive read only dl read write Command You can use to cd access another directory than the one currently open Example ftp cd dl dir list the directory files Example ftp dir bin set the transfer mode to...

Page 24: ...LI Reference Guide Turn on the hashing option to see the progression of the file transfer At the ftp prompt type hash and press Enter home doejohn 1 ftp 192 168 1 254 Connected to 192 168 1 254 220 In...

Page 25: ...ote Assistance 3 Click Enable Remote Assistance 4 Provide the following parameters to your helpdesk URL the HTTPS link User name Password 5 Your ISP is now able to access your SpeedTouch via the secur...

Page 26: ...Chapter 1 Your SpeedTouch E DOC CTC 20050429 0103 v1 0 18...

Page 27: ...you ve connected a device you are able to personalise its settings 1 Go to the SpeedTouch web pages 2 In the menu select Home Network Devices 3 Click the name of your device or if the device s settin...

Page 28: ...vice settings Once you ve connected a device you are able to personalise its settings For more information see Device settings on page 19 Managed Ethernet switch Your SpeedTouch intelligently switches...

Page 29: ...to use WDS you will need to introduce an additional WDS enabled access point into your wireless network To be able to connect the computers make sure that a wireless client adapter WLAN client is inst...

Page 30: ...AN radio link This is done by the Service Set ID SSID also referred to as Network Name Wireless clients must be part of this SSID environment in order to be able to communicate with other clients on t...

Page 31: ...lane are favoured Please note that the antenna characteristics are influenced by the environment that is by reflections of the radio signal against walls or ceilings It is advisable to use the receive...

Page 32: ...is in its default configuration If needed reset the SpeedTouch to its default configuration See 6 3 Reset to Factory Defaults on page 115 for more information A wireless client adapter is installed o...

Page 33: ...he Wireless Network Connection window appears In the Choose a wireless network list select the SpeedTouch wireless network and click Connect 3 Following window appears Click Connect Anyway 4 Your comp...

Page 34: ...429 0103 v1 0 26 Wireless device settings Once you ve connected a device you are able to personalise its settings For more information see Device settings on page 19 To add a wireless device to the Ac...

Page 35: ...ecurity settings Network Name SSID On the Wireless Access Point page you can give a new name to your Network Name SSID Under Security you can clear Broadcast Network Name SSID to prohibit the Network...

Page 36: ...y for secure communication with legacy 802 11b clients High Use WPA PSK Wi Fi Protected Access Pre Shared Key encryption the highest form of security available but make sure that your wireless client...

Page 37: ...ice will be able to access the SpeedTouch WLAN In case New stations are allowed via registration you will need to register Follow the procedure as described in Registering clients via association butt...

Page 38: ...rk key within the time frame of one minute will be added to the table The SpeedTouch automatically saves your current configuration at the end of the registration phase 1 Successfully registered stati...

Page 39: ...ouch 180 The following illustration depicts two WDS enabled devices communicating via WDS Preconditions Check on following Your wireless repeater must be WDS enabled Both your SpeedTouch and your wire...

Page 40: ...he Pick a task list click Configure WDS 6 Select WDS Enabled 7 In the Pick a task list click Scan for wireless access points 8 A warning will be displayed Click OK 9 The SpeedTouch will scan for acces...

Page 41: ...service profile you selected to configure the SpeedTouch and should correspond with the Service Provider s requirements If your ISP provides PPPoE for instance you should configure PPPoE More informa...

Page 42: ...iour over the virtual Ethernet segment To be able to use a broadband dial in application on your computer for connecting to the Internet the SpeedTouch needs to be configured for Bridged Ethernet or R...

Page 43: ...uter and browse to the SpeedTouch web pages see 1 3 1 Access via the Web Interface on page 11 for more information By default the SpeedTouch shows you the Home page 2 Click Connect at the appropriate...

Page 44: ...session To close an active PPP connection 1 Go to the SpeedTouch Home page 2 Click Disconnect at the appropriate broadband connection As a result the SpeedTouch s embedded PPP dial in client will clo...

Page 45: ...page 114 UPnP must be enabled on your SpeedTouch To enable UPnP see 4 5 2 Game Application Sharing on page 69 Starting an Internet session Proceed as follows 1 In the Windows task bar click Start 2 Se...

Page 46: ...lows 1 In the Windows task bar click Start 2 Select Settings Control Panel Network and Internet Connections Network Connections 3 In the Network Connections window right click the Internet Connection...

Page 47: ...On the Start menu click Settings Control Panel 2 The Control Panel window appears Go to Network and Internet Connections Network Connections 3 In the Network Tasks menu click Create a new connection...

Page 48: ...on will be available to any user or only to yourself 9 Fill in the Internet account information This information should be provided by your service provider 10 At the end of the configuration the foll...

Page 49: ...ISP 2 The Connect YourISP window appears 3 If requested enter user name and password for your user account at the Service Provider 4 Click Connect 5 As soon as the connection is established the Connec...

Page 50: ...n the Start menu point Connect To and click the name of the connection you ve created for example YourISP 2 The YourISP Status window appears 3 Click Disconnect 4 The connection is released As a resul...

Page 51: ...n the Apple menu click System Preferences 2 In the System Preferences window click the Network icon 3 The Network window appears Make sure Built in Ethernet is selected in the Show list and click the...

Page 52: ...n open your web browser and surf the Internet Terminating a broadband Internet session Proceed as follows 1 Click the Internet Connect dockling 2 The following window appears Make sure Built in Ethern...

Page 53: ...terface to the software installed on the device It allows easy setup and management of the SpeedTouch via your web browser form any PC connected to the SpeedTouch See 1 3 1 Access via the Web Interfac...

Page 54: ...CTC 20050429 0103 v1 0 46 4 1 Navigation Navigation components The SpeedTouch web interface consists of following components Menu Language Bar Navigation Bar Notification Area Tasks Menu Tasks Naviga...

Page 55: ...es basic information on the SpeedTouch Broadband Connection Allows you to view configure your broadband connections Toolbox Allows you to assign games or applications to a device and secure your Inter...

Page 56: ...0429 0103 v1 0 48 4 1 2 Language Bar Language bar The language bar is located under the SpeedTouch logo and allows you to change the language of the SpeedTouch web interface The language bar will only...

Page 57: ...change your password or switch to another user View the current position on the SpeedTouch web interface Get context related Help information Display level Depending on the page you are viewing follo...

Page 58: ...ion area The notification area is located under the Navigation Bar and is used to display Error messages indicated by a red traffic light Warnings indicated by an orange traffic light Information indi...

Page 59: ...ce E DOC CTC 20050429 0103 v1 0 51 4 1 5 Tasks Tasks To allow a swift configuration of your SpeedTouch some pages may offer you a number of related tasks These tasks will guide you to the page where y...

Page 60: ...nterface E DOC CTC 20050429 0103 v1 0 52 4 2 Home SpeedTouch home page The SpeedTouch home page gives you a short overview of all the configurable aspects of the SpeedTouch SpeedTouch Broadband Connec...

Page 61: ...v1 0 53 4 3 SpeedTouch The SpeedTouch menu The SpeedTouch menu consists of following items Information Configuration Event Logs Update The SpeedTouch page The SpeedTouch page gives you some basic info...

Page 62: ...Touch Web Interface E DOC CTC 20050429 0103 v1 0 54 4 3 1 Information Information The Information page summarizes important information on your SpeedTouch You may need this information when you contac...

Page 63: ...Wizard This wizard helps you configure your SpeedTouch Internet connection To configure the SpeedTouch using the SpeedTouch Easy Setup wizard 1 On the left menu click SpeedTouch 2 In the Pick a task...

Page 64: ...start Accessing the Restart page Proceed as follows 1 On the left menu click SpeedTouch 2 In the Pick a task list click Restart Restarting your SpeedTouch Proceed as follows 1 Click Yes restart my Spe...

Page 65: ...peedTouch Click Configuration Wizard under Service Configuration For more information see 4 3 2 SpeedTouch Easy Setup on page 55 Configure the time settings of your SpeedTouch Select Auto configuratio...

Page 66: ...the Pick a task list click Save or Restore Configuration Saving your current configuration Proceed as follows 1 Click Backup Configuration Now 2 Click Save 3 Choose a location to save your backup file...

Page 67: ...changes will be deleted Accessing the Reset to Factory Defaults page Proceed as follows 1 On the left menu click SpeedTouch 2 In the Pick a task list click Return to Factory Default Settings Resetting...

Page 68: ...ble gives you an overview of the latest event logs that have been recorded since power on The first column of the table indicates the importance of the event log The Category list allows you to filter...

Page 69: ...you to View System Information View information on the current System Firmware Update your SpeedTouch from a remote server Use this option if you want to have yourSpeedTouch check on the internet for...

Page 70: ...items DSL Connection Internet Services The Broadband Connection page The Broadband Connection page gives you a short status overview of the connections configured on the SpeedTouch Click View more to...

Page 71: ...ck Broadband Connection 2 In the Pick a task list click Check connectivity to the Internet Checking you Internet Connectivity Proceed as follows 1 In the Internet Service to Check list click the Inter...

Page 72: ...Web Interface E DOC CTC 20050429 0103 v1 0 64 4 4 2 DSL Connection Overview Click Overview to view brief information on your DSL connection Details Click Details to view a more detailed information on...

Page 73: ...on The Internet Services page displays information on your Internet Connection s To view more detailed information on a specific connection click the View more link of the corresponding connection If...

Page 74: ...he internet service you want to view Overview The Overview page gives you basic information on the selected Internet Service Details The Details page gives you more detailed information on the selecte...

Page 75: ...trol Allows you to block allow access to specific web sites Firewall Allows you to configure the security level of the SpeedTouch firewall Intrusion Detection Allows you to view the intrusions you are...

Page 76: ...k Enable Remote Assistance 3 Pass the information listed under URL Username Password to your technical support in order for them to be able to access your SpeedTouch 4 The remote assistance session en...

Page 77: ...m the Internet Configure The Configuration page allows you to Select Use UPnP to enable UPnP on the SpeedTouch Select Use Extended Security to only allow the creation of port maps Assign a game or app...

Page 78: ...task list click Modify a game or application The Defined Games Applications page This page gives you an overview of the games and applications defined on your SpeedTouch Each game or application can...

Page 79: ...ically assigned using an outgoing trigger Configure Under Game or Application Name you can Change the name of the game or application Game or Application Definition you can Change the TCP UDP port def...

Page 80: ...oceed as follows 1 Type the name of the game or application in the Name box 2 Click Clone Existing Game or Application if you want to start from the port mappings of the selected game or application M...

Page 81: ...ontent levels Following content levels are available All Allow all categorized web sites Legal Allow all except illegal extreme spam and spyware web sites Teenagers Block illegal adult extreme online...

Page 82: ...irect page in the Redirect box 3 Click Add Allow access to a specific web site Use this feature if Block is selected under Action for Unknown Sites Allow is selected under Action for Unknown Sites and...

Page 83: ...RL of the web site you want to redirect to for example mycompany com internetpolicy htm in the Web Site box 6 Click Allow in the Action list 7 Click Add Configure content based filtering settings Unde...

Page 84: ...Filtering 2 In the Pick a task list click Activate Web filtering License Web Filtering Activation page This page allows you to Activate a Web Filtering evaluation license Activate a free 30 days Web...

Page 85: ...content level you want to edit Overview This page gives you an overview of the different categories and their rules Following icons indicate whether the content type is allowed or not Configure This...

Page 86: ...t to describe what this security level will do 3 Click Next Content level configuration Proceed as follows 1 The Configuration section becomes available 2 Click Clone Existing Level to start from a pr...

Page 87: ...3 v1 0 79 Content level activation To activate your new content level 1 On the Toolbox menu click Web Site Filtering 2 In the upper right corner click Configure 3 In the Content Level list select your...

Page 88: ...d to protect your network from all incoming from untrusted site connection requests while permitting safe outgoing connections This is the default Disabled to allow all incoming and outgoing traffic T...

Page 89: ...on Detection Your SpeedTouch is protecting your network against malicious intrusions This page shows you the intrusions you are protected against The Protected Intrusions table shows the number of tim...

Page 90: ...Configure The Configure page allows you to assign a Dynamic DNS host name to a broadband connection 1 Create an account at the Dynamic DNS service of your choice for example www dyndns org www no ip c...

Page 91: ...Overview page gives you an overview of the currently configured users and their privileges Clicking the name of a user allows you to edit his user account Configure The Configure page allows you to Cl...

Page 92: ...Data click on the name of the user you want to edit Editing a user account The Edit User page allows you to Click Reset Password to reset the password of the selected user to the user name So if you r...

Page 93: ...anging the default user This page allows you to change the default user If users browse to the SpeedTouch web pages they will be automatically logged in under this account To allow users to automatica...

Page 94: ...figure The name of the new user The administration privileges of the new user The password of the new user will be equal to the user name for example if the user name is John Doe the password will be...

Page 95: ...our local network Interfaces Allows you to view configure the interfaces that are available on the SpeedTouch The Home Network page The Home Network gives you an overview of your SpeedTouch network Vi...

Page 96: ...Configure page gives you an overview of the devices that are currently connected to the SpeedTouch network To Get more information on a specific device click on the name of the device See 4 6 2 Devic...

Page 97: ...terface to which the device is currently connected Addressing allows you to view Physical Address shows the MAC address of the device IP Address Assignment shows whether the device is using a static o...

Page 98: ...In the Pick a task list click Assign the public IP address of a connection to a device Assigning the public IP address to a device Proceed as follows 1 Click the Edit link of your Internet connection...

Page 99: ...hysical Address displays the MAC address of the device IP Address Assignment displays whether the device is using a static or dynamic IP address IP Address displays the current IP address of the devic...

Page 100: ...ays the Base Service Set Identifier BSSID of the selected Access Point Network Name SSID Allows you to change the network name of your WLAN Interface Type Allows you to choose between 802 11b 802 11b...

Page 101: ...they are transmitted I e during transmission between client and AP in the air the information in the packets is encrypted To enable WEP 1 Select Use WPA PSK Encryption 2 In the WEP Key Length list cli...

Page 102: ...yption list click select the desired Encryption method either TKIP or AES 4 Optionally select the rekeying interval 5 Click Apply to immediately apply your changes 6 Configure your wireless client s w...

Page 103: ...er Pick a task list click Configure WDS SpeedTouch configuration Proceed as follow 1 Under Pick a task click Scan for wireless accesspoints 2 The SpeedTouch prompts you that all associated stations wi...

Page 104: ...429 0103 v1 0 96 4 6 7 Interfaces Interfaces overview This page gives you an overview of the interfaces used on your SpeedTouch If you want to know more on the network settings of a specific interface...

Page 105: ...dress pool settings Assigning a new IP address to the SpeedTouch Under IP Addresses 1 Type the IP address of your choice for example 192 168 1 1 in the left text box 2 Type subnet mask in the right te...

Page 106: ...llows 1 On the Home Network menu click Interfaces 2 Click on the name of the interface of which you want to change the DHCP pool settings 3 Click Configure 4 Under DHCP Pools click Add if you want to...

Page 107: ...assigned to the DHCP clients as their default gateway Primary DNS The IP address of the primary DNS server Secondary DNS The IP address of the secondary DNS server Primary WINS The IP address of the...

Page 108: ...Chapter 4 SpeedTouch Web Interface E DOC CTC 20050429 0103 v1 0 100...

Page 109: ...in any way will not be accepted by the SpeedTouch This way the SpeedTouch or its service can never be corrupted or lost System software upgrades Depending on the Operating System your computer is run...

Page 110: ...web pages 2 In the menu select SpeedTouch Update 3 Choose a way to update your SpeedTouch This can be done From a remote server From a PC From a remote server You can upgrade your SpeedTouch from a r...

Page 111: ...le and click Open 3 The new software is retrieved and stored on the SpeedTouch without being activated passive build 3 To load the new software 1 Click Proceed 2 Your SpeedTouch performs firmware swit...

Page 112: ...op up automatically 2 Optionally in the Choose Language window select the language of your choice and click OK 3 The SpeedTouch safety instructions will be displayed in your default web browser Close...

Page 113: ...ard should find your SpeedTouch device on the local network This is indicated by the following window If more than one device is found a list of available devices will be provided If this is the case...

Page 114: ...nish to close the wizard System software downgrade Via the identical procedure it is also possible although not recommended to downgrade the SpeedTouch by uploading an older system software than the c...

Page 115: ...tions for problems you may encounter while installing or configuring your SpeedTouch If the suggestions do not resolve the problem look at the support pages on http www speedtouch com support or conta...

Page 116: ...via the push button on the back panel SpeedTouch unreachable In case your SpeedTouch is unreachable due to misconfiguration you might consider a hardware reset to factory defaults as described in 6 3...

Page 117: ...1 0 109 6 1 1 Wired Ethernet Troubleshooting LAN LED does not light up Make sure that The LAN cable is securely connected to the 10 100Base T port You are using the correct cable type for your Etherne...

Page 118: ...WLAN client is configured for the correct wireless settings SSID security settings Check the signal strength indicated by the wireless client manager If the signal is low try to place the SpeedTouch...

Page 119: ...nnectivity Try again later Could not install the new software version If problem persists contact your helpdesk An internal error switchover from active to passive build failed out of disk space occur...

Page 120: ...as a valid IP address To check this in MS Windows 1 In the Windows task bar click Start 2 Select Run 3 Type cmd in the Open field 4 Click OK A black window will appear with a flashing cursor 5 Type ip...

Page 121: ...you are running Microsoft Windows XP it is recommended to add the UPnP component to your system Proceed as follows 1 On the Start menu click Settings Control Panel 2 The Control Panel window appears C...

Page 122: ...art 2 Select Settings Control Panel Add or Remove Programs 3 In the Add or Remove Programs window click Add Remove Windows Components 4 The Windows Components Wizard appears Select Networking Services...

Page 123: ...n 2 Use a pen or an unfolded paperclip to push the recessed reset button on the back panel The reset button is marked with a red circle Keep it pushed until the power LED lights red this will take abo...

Page 124: ...Chapter 6 Troubleshooting E DOC CTC 20050429 0103 v1 0 116...

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