THOMSON TG790 Setup And User Manual Download Page 69

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E-DOC-CTC-20080118-0075 v1.0

Troubleshooting

Introduction

This chapter suggest solutions for problems you may encounter while installing or configuring your
Thomson Gateway.

If the suggestions do not resolve the problem, look at the support pages on

http://www.thomson-

broadband.com

or contact your service provider.

For Internet connection troubleshooting, refer to the provided Installation and Setup Guide.

Topics

In this chapter:

General Thomson Gateway Troubleshooting

Voice over IP Troubleshooting

Reset to Factory Defaults

Summary of Contents for TG790

Page 1: ...Setup and User Guide Thomson TG790 Wireless VoIP Residential Gateway ...

Page 2: ......

Page 3: ...Thomson TG790 Setup and User Guide ...

Page 4: ...gistered trademarks of the Wi Fi Alliance Wi Fi CERTIFIED 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 Windows NT and Windows Vista are either registered trademarks or trademarks of Microsoft Corporation in the United States and or other co...

Page 5: ...er using Wireless 21 3 1 2 Connecting a computer using Ethernet 22 3 2 Adding a Phone to your Network 23 3 2 1 Connecting Phones to the Thomson Gateway 24 3 2 2 Configuring your Thomson Gateway 25 3 2 3 Multiple Identities 27 3 2 4 DECT Setup 28 4 Getting the Most Out of Your Thomson Gateway 29 4 1 Telephony Features 30 4 1 1 Address Book 31 4 1 2 Telephony services 32 4 1 3 Viewing Telephony Stat...

Page 6: ...6 6 2 Web site Filtering 57 6 2 1 Denying access to a specific Web site 58 6 2 2 Allowing access to a specific Web site 59 6 2 3 Redirecting a Web site 60 6 2 4 Redirecting all Web sites 61 7 Troubleshooting 63 7 1 Setup wizard Troubleshooting 64 7 2 General Thomson Gateway Troubleshooting 65 7 2 1 Wired Connection Troubleshooting 66 7 2 2 Wireless Connection Troubleshooting 67 7 3 Voice over IP T...

Page 7: ...Introduction on page 7 Sample text indicates an important content related word Example To enter the network you must authenticate yourself Sample text indicates a GUI element commands on menus and buttons dialog box elements file names paths and folders Example On the File menu click Open to open a file Documentation and software updates Thomson continuously develops new solutions but is also comm...

Page 8: ...E DOC CTC 20080118 0075 v1 0 2 About this Setup and User Guide ...

Page 9: ...tion 1 Installation Introduction In a few minutes you will be able to access the Internet using your Thomson Gateway This Setup and User Guide will show you how to set up your Thomson Gateway and how to connect your computer s to the Internet ...

Page 10: ...r example PPPoE The VPI VCI for example 8 35 Your user name and password to connect to the Internet for PPP connections Your IP settings in case of static configurations You may have received this information when you subscribed to DSL at your Internet Service Provider ISP You will be prompted for this information at a given step in the installation procedure Voice over IP VoIP connection details ...

Page 11: ... leaflet on the place where your want to mount your Thomson Gateway 3 Drill two holes through the marked positions 4 Fasten two screws in the wall holes The screws should protrude five millimetres from the surface of the wall 5 Attach your Thomson Gateway on the wall using the two mounting slots on the bottom If you install the Thomson Gateway onto plasterboard use dowels to secure the screws Othe...

Page 12: ...erating systems Microsoft Windows Vista x64 Microsoft Windows XP Service Pack SP 2 or higher Microsoft Windows XP x64 SP 1 or higher Microsoft Windows 2000 SP4 Mac OS X 10 3 Panther Mac OS X 10 4 Tiger You must have administrative rights on your computer Getting started Proceed with 1 3 1 Guided Installation on page 7 Manual Installation How it works The Setup and User Guide will first help you to...

Page 13: ...ur computer s CD or DVD ROM drive 2 If your computer runs Microsoft Windows The CD should autostart Mac OS X Double click Menu in the window with the content of the CD 3 Select the language of your choice and click OK 4 The Setup wizard will now guide you through the installation 5 At the end of the installation following screen appears 6 Select the Go to the Thomson Gateway Web Interface if you w...

Page 14: ...uter to your network View Documentation to view the documentation that is available for your Thomson Gateway This list will be automatically updated if you are connected to the Internet Visit Thomson Broadband to visit the online support sections on www thomson broadband com Actual available items may depend on the Setup CD delivered with your Thomson Gateway ...

Page 15: ... the power supply 4 Turn on the Thomson Gateway Configure the Thomson Gateway 1 Open your web browser 2 The Thomson Gateway informs you that you have not yet configured your Thomson Gateway If this window does not appear browse to http dsldevice lan or to the IP address of your Thomson Gateway by default 192 168 1 254 and click Thomson Gateway on the menu on the left hand side 3 Click Setup my Tho...

Page 16: ...E DOC CTC 20080118 0075 v1 0 10 1 Installation ...

Page 17: ...C 20080118 0075 v1 0 11 2 Thomson Gateway Basics 2 Thomson Gateway Basics In this chapter Topic Page Thomson Gateway LED Behaviour 12 Thomson Gateway Web Interface 14 Backing Up Restoring your Configuration 17 ...

Page 18: ...lour State Power Green Solid on Power on normal operation Red Solid on Power on self test failed indicating device malfunction Orange Solid on Bootloader active during upgrade Off Power off Ethernet Green Blinking Ethernet activity Solid on Ethernet connection no activity Off No Ethernet connection Wireless Green Blinking Wireless activity WPA 2 encryption Solid on No wireless activity WPA 2 encry...

Page 19: ... on DSL line synchronised Off No DSL line Internet Green Blinking Internet activity Solid on Internet connectivity no activity Red Solid on Internet connection setup failed Off No Internet connection Voice Green Solid on VoIP service up Blinking VoIP activity Off VoIP service down Indicator Description Name Colour State ...

Page 20: ... web browser 2 Browse to http dsldevice lan or to the IP address of your Thomson Gateway by default 192 168 1 254 3 If you have protected your Thomson Gateway with a user name and password the Thomson Gateway will prompt you to enter these Enter your user name and password and click OK 4 The Thomson Gateway Web Interface appears If your computer runs Windows Vista or Windows XP you can also access...

Page 21: ...dband connections Toolbox Allows you to assign games or applications to a device and secure your Internet connection Home Network Allows you to manage your local network Language Bar The language bar is located in the top banner and allows you to change the language of the Thomson Gateway Web interface Label Description 1 Menu 2 Language Bar 3 Navigation Bar 4 Notification Area 5 Content pane 6 Ta...

Page 22: ... 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 indicated by a green traffic light Content pane The content pane is located at the centre of the page and displays the information and configurable items of the selected topic Tasks To allow a quick configuration of ...

Page 23: ...ace 2 On the Thomson Gateway menu click Configuration 3 In the Pick a task list click Save or Restore Configuration 4 Under Backup current configuration click Backup Configuration Now 5 The Thomson Gateway prompts you to save your file 6 Save your file to a location of your choice Restoring your configuration Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Thomson Gateway...

Page 24: ...E DOC CTC 20080118 0075 v1 0 18 2 Thomson Gateway Basics ...

Page 25: ... DOC CTC 20080118 0075 v1 0 19 3 Adding New Devices to your Network 3 Adding New Devices to your Network In this chapter Topic Page Adding a Computer to your Network 20 Adding a Phone to your Network 23 ...

Page 26: ...allation use the same procedure on the computer that you want to add At a specific point in the installation the Setup wizard will inform you that the Thomson Gateway has already been configured Select No and click Next to continue Manual Installation You can also manually add a new computer to your local network Connecting a computer using Wireless Connecting a computer using Ethernet ...

Page 27: ...f the following If one of your computers is already connected to your network 1 Browse to the Thomson Gateway Web Interface on a computer that is already connected to your network 2 On the Home Network menu click Wireless 3 In the upper right corner click Details 4 The wireless Access Point page appears Under Configuration you can find the network name SSID Security you can find the encryption If ...

Page 28: ...gured to obtain an IP address automatically This is the default setting Procedure Proceed as follows 1 Connect one end of the yellow Ethernet cable to one of the yellow Ethernet port s of your Thomson Gateway 2 Connect the other end of the yellow Ethernet cable to your computer 3 Your computer is now connected to your network No additional configuration is needed USB B DSL ETH 1 ETH 2 USB A 9V DC ...

Page 29: ...e Before you can make a phone call over the Internet you must 1 Connect your phone to the Thomson Gateway For more information see 3 2 1 Connecting Phones to the Thomson Gateway on page 24 2 Configure the telephone services on your Thomson Gateway For more information see 3 2 2 Configuring your Thomson Gateway on page 25 After the Installation In 4 1 Telephony Features on page 30 we will take a cl...

Page 30: ...e same telephone set that you use for VoIP calls If this is not the case no additional connections are needed Emergency calls If the device is not powered the Thomson Gateway will automatically select the analogue signal if connected So you still will be able to make emergency calls This is only required if you still want to make phone calls using the analogue telephone line Be aware that if the P...

Page 31: ...on Gateway Web Interface 2 On the Toolbox menu click Telephony 3 In the Navigation Bar click Configure 4 Select Service Enabled 5 Click Apply Assign Phone Numbers To configure your Internet SIP telephone numbers 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click Telephony 3 In the Navigation Bar click Configure Assign phone numbers to the ports If you want to use the same nu...

Page 32: ...e Thomson Gateway 3 Make sure the Internet telephony service is enabled and configured 4 The Voice LED must be solid green 5 Pick up your phone wait for the dialling tone and dial the number If you dial a after the phone number the phone number will be called instantly The phone s attached to the Thomson Gateway can receive incoming VoIP calls as long as your Thomson Gateway is turned on and the V...

Page 33: ...number to both phone ports Procedure Proceed as follows 1 Browse to the Thomson Gateway web pages 2 On the Toolbox menu click Telephony 3 In the Navigation Bar click Configure 4 In the Pick a task list click Use multiple identities 5 Click Add 6 Enter another URI your user name and password 7 Choose the phone port for which you want to use this telephone number 8 Click Apply The phone numbers are ...

Page 34: ...code You can find this PIN code on the label on the bottom of the Thomson Gateway Procedure To connect your DECT phone to the Thomson Gateway base station 1 Start the registration on the DECT phone For more information consult the user documentation of your DECT phone 2 Put the Thomson Gateway base station in registration mode Put the Thomson Gateway base station in registration mode On the Thomso...

Page 35: ... will take a closer look at following features Feature availability Depending on the configuration offered by your Internet Service Provider ISP some features may not be available on your Thomson Gateway For more information contact your ISP Topic Page Telephony Features 30 Universal Plug and Play 37 Assigning a service HTTP FTP to a computer 44 Dynamic DNS 46 ...

Page 36: ...tting the Most Out of Your Thomson Gateway 4 1 Telephony Features Contents In this chapter we will have a closer look at some interesting telephony features Topic Page Address Book 31 Telephony services 32 Viewing Telephony Statistics 36 ...

Page 37: ...vided per contact is optional except for the Last and First Name and can be updated or completed at any time Using the Address book The contact details of a contact in your Address book allow you to directly make a call or send a message from out the Thomson Gateway web interface Per contact you can click if available Business to make a call to the contact s business telephone number Home to make ...

Page 38: ...O PSTN Hold put an active call on hold Mwi message waiting indication Transfer call transfer between local ports Waiting incoming call while active call indication Waitingoncall call waiting active for only one call Checking which services that you can use To check which services you can use 1 Browse to the Thomson Gateway Web Interface 2 On the Tools menu click Content Sharing 3 In the Navigation...

Page 39: ... number to which a call is forwarded to when the CFNR timer expires CFU destination or Call Forwarding Unconditional is the telephone number to which an incoming call is always forwarded to CFBS destination or Call Forwarding on Busy Subscriber is the telephone number to which an incoming call is forwarded to when your telephone is busy Using switching order commands In order to use switching orde...

Page 40: ...ll and a call on hold R 2 To switch between an active call and an incoming call R 2 Action Press Illustration To establish a conference call or 3 party connection R 3 During 3 pty put B and C on hold R 2 Action Press Illustration C B A active C B A on hold A presses R1 C B A dial tone on hold C B A active on hold A presses R9 C B A active C B A active incoming A presses R1 C B A active C B A activ...

Page 41: ...hen you want to Activate CCBS when you want to set up a call to a busy subscriber Press R 5 During 3 pty retrieve B and C R 3 Action Press Illustration Transfer a call R 4 Action Press Illustration C B A active active C B A on hold on hold A presses R3 C B A active C B A on hold active A presses R4 ...

Page 42: ...coming calls Successful outgoing calls Failed outgoing calls Accessing the Telephony Statistics page Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click Telephony 3 The Address Book page appears Call Statistics The Call Statistics page shows you the number of Successful incoming calls Missed incoming calls Successful outgoing calls Failed outgoing calls for...

Page 43: ...nterface without having to open the Thomson Gateway Web Interface For more information see Accessing Your Thomson Gateway with UPnP Connect disconnect without having to open the Thomson Gateway Web Interface For more information see Managing your Internet connection with UPnP Automatic port configuration for UPnP enabled games and applications You do not have to create port to run services on a co...

Page 44: ...menu click Network 2 The Network window appears 3 Right click your Thomson Gateway displayed as Thomson TGXXX and click View device web page 4 The Thomson Gateway Web Interface appears Windows XP If you computer runs Windows XP 1 Go to My Network Places 2 The My Network Places window appears 3 Double click your Thomson Gateway displayed as Thomson TGXXX 4 The Thomson Gateway Web Interface appears ...

Page 45: ...n TGXXX 4 If you are currently Connected to the Internet click Disable to disconnect from the Internet Not connected to the Internet click Enable to connect to the Internet Windows XP Proceed as follows 1 On the Windows Start menu click Settings Control Panel 2 The Control Panel window appears Click Network and Internet Connections Internet Connections 3 The Network Connections window appears 4 If...

Page 46: ...0 4 Getting the Most Out of Your Thomson Gateway Disabling this feature To prevent that users can connect disconnect you can enable Extended Security For more information see 4 2 3 Configuring UPnP on the Thomson Gateway on page 41 ...

Page 47: ...k box to enable UPnP Clear the Use UPnP check box to disable UPnP 4 Click Apply Extended Security If Extended Security is enable only limited UPnP operation between the host and the Thomson Gateway is allowed A local host is not allowed to connect disconnect the Thomson Gateway Internet connection You can then only connect disconnect the Internet connection on the Thomson Gateway Web Interface Ena...

Page 48: ...ick Add or Remove Programs 3 The Add or Remove Programs window appears Click Add Remove Windows Components 4 The Windows Components Wizard appears In the Components list select Networking Services and click Details 5 The Networking Services window appears Select Universal Plug and Play or UPnP User Interface and click OK 6 Click Next to start the installation and follow the instructions in the Win...

Page 49: ... click Start 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 in the Components list and click Details 5 The Networking Services window appears Select Internet Gateway Device Discovery and Control Client and click OK 6 Click Next to start the installat...

Page 50: ...n Gateway has to decide to which computer he will have to send this message If the incoming message is a response to an outgoing message originating from one of your computers the Thomson Gateway sends the incoming message to this computer If your are running a server or an application that acts as a server for example a HTTP server internet game the initial message will come from the internet and...

Page 51: ...cific computer Proceed as follows to do so 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click Game Application Sharing 3 In the Pick a task list click Assign a game or application to a local network device 4 In the Game or application list click the service you want to run on the computer For example HTTP Server World Wide Web 5 In the Device list select the computer to whic...

Page 52: ... Dynamic DNS service providers www dyndns org www no ip com www dtdns com Procedure Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click Dynamic DNS 3 On the Navigation Bar click Configure 4 Select the Enabled check box 5 If necessary select the broadband connection to which you want to assign the Dynamic DNS host name in the Interface list 6 Type the user n...

Page 53: ... offers you following tools to protect your wireless network from intruders Encryption Access Control Disabling SSID Broadcast As you will find out in the following sections not all of these security measures are hard to crack But all together it may discourage some hackers to break into you network ...

Page 54: ...s key before they can connect to the Thomson Gateway WEP Encryption The first encryption type used for wireless connections Like WPA PSK it uses a user defined key but WEP has been proven to have some security issues We strongly recommend you to use WPA PSK instead Configuring the wireless encryption Proceed as follows 1 Open the Thomson Gateway Web Interface 2 On the left menu click Home Network ...

Page 55: ... length a higher key length offers higher security 3 In the Encryption key box type a Network key of your choice If you are using A 64 bit key Type 10 hexadecimal characters characters from 0 to 9 and from A to F or 5 alphanumeric characters A 128 bit key Type 26 hexadecimal characters characters from 0 to 9 and from A to F or 13 alphanumeric characters 4 Click Apply 5 Configure your wireless clie...

Page 56: ...2 is the most secure version but not all wireless clients already support it Before you select this version make sure all of your wireless clients support it WPA WPA2 If not all of your wireless clients support WPA2 or you are not sure if they support WPA2 we recommend you to choose WPA WPA2 Wireless clients that support WPA2 will use WPA2 the others will use WPA WPA If none of your wireless clien...

Page 57: ...he Allow New Devices property to New stations are allowed automatically New stations are allowed via registration New stations are not allowed 7 Select the option of your choice and click Apply New stations are allowed automatically Access control is disabled All wireless client can connect if they use the correct SSID and encryption New stations are allowed via registration Access Control is enab...

Page 58: ... On the Home Network menu click Devices 3 In the Pick a task list click Search for wireless devices 4 The Thomson Gateway is now in registering mode and will add all devices that use the correct SSID and encryption to the access control list During this phase the WLAN LED colour will switch between red and green 5 Your new wireless clients should now be connected to the Thomson Gateway ...

Page 59: ...tings that try to connect to the Thomson Gateway will be added to the list of allowed devices 4 Depending on your wireless client adapter a wireless icon may become green or a message similar to the following may appear Successfully joined Wireless network Thomson123456 5 After one minute the Thomson Gateway locks the Access Control List again Some wireless clients do not automatically join a wire...

Page 60: ...s Users will have to enter the Network Name manually if they want to connect to your wireless network Security This was the first method to secure a WLAN because you have to know the Network Name in order to access the wireless network With the correct tools hackers can still find out which SSID you are using But you can see it as a first step in discouraging them to try and break in to your wirel...

Page 61: ...E DOC CTC 20080118 0075 v1 0 55 6 Internet Security 6 Internet Security Overview The Thomson Gateway offers you various options to secure your network Topic Page Firewall 56 Web site Filtering 57 ...

Page 62: ...nd click Apply Creating a new security level If you do not find a security level up to your need you are able to create a new security level Proceed as follows 1 In the Toolbox menu click Firewall 2 In the upper right corner click Configure 3 In the Pick a task list click Create a new Security Level 4 In the Name box type a name for the new security level 5 In the Clone from existing Security Leve...

Page 63: ...ed as follows 1 Enable Web site filtering and specify a default action 2 Configure the exceptions Enable Web site filtering and specify a default action Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click Web Site Filtering 3 On the Navigation Bar click Configure 4 Select the Use Address Based Filter check box 5 In the Action for Unknown Sites select the ac...

Page 64: ...ple you are allowing provider com but you want to block access to mail provider com Procedure Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click Web Site Filtering 3 Select the Use Address Based Filter check box 4 Type the URL of the Web site you want to block for example mail provider com in the Web Site box 5 In the Action list click Block if you want to...

Page 65: ...exception for a specific site Allow is selected under Action for Unknown Sites and you want to make an exception on a block redirect rule For example you are blocking bank com but you want to allow access to netbanking bank com Procedure Proceed as follows 1 Type the URL of the Web site you want to allow for example netbanking bank com in the Web Site box 2 Click Allow in the Action list 3 Click A...

Page 66: ...edure Proceed as follows 1 Type the URL of the Web site you want to redirect for example cracks am in the Web Site box 2 Click Redirect in the Action list 3 Type the URL of the Web site you want to redirect to for example mycompany com internetpolicy htm in the Redirect box 4 Click Add ...

Page 67: ... box 2 Click Redirect in the Action list 3 Type the URL of the Web site you want to redirect to for example mycompany com internetpolicy htm in the Redirect box 4 Click Add 5 Type the URL 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 ...

Page 68: ...E DOC CTC 20080118 0075 v1 0 62 6 Internet Security ...

Page 69: ...ing your Thomson Gateway If the suggestions do not resolve the problem look at the support pages on http www thomson broadband com or contact your service provider For Internet connection troubleshooting refer to the provided Installation and Setup Guide Topics In this chapter General Thomson Gateway Troubleshooting Voice over IP Troubleshooting Reset to Factory Defaults ...

Page 70: ...c OS X 1 On your desktop double click the CD icon 2 Double click Menu Your Thomson Gateway has not been found If you see this error during setup check whether The Thomson Gateway is turned on and fully initialized Your computer has a valid IP address that is any address but 0 0 0 0 No dedicated firewall device or router is placed between your computer and the Thomson Gateway No personal network se...

Page 71: ...l Thomson Gateway unreachable If your Thomson Gateway cannot be reached due to misconfiguration you might consider a hardware reset to factory defaults as described in 7 4 Reset to Factory Defaults on page 69 Poor Thomson Gateway performance Make sure that the Thomson Gateway is installed and configured as instructed in 1 Installation on page 3 or as instructed by the Service Provider The power re...

Page 72: ...ing 7 2 1 Wired Connection 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 Ethernet equipment that is UTP CAT5 with RJ 45 connectors ...

Page 73: ...r directing the Thomson Gateway s antenna s for optimal performance Make sure that the wireless client adapter is enabled message like radio on Poor Wireless Connectivity or Range Try the following Change the wireless channel Make sure both the wireless client adapter and the Thomson Gateway are allowed to connect through wireless channels as defined for local regulatory domain Check the location ...

Page 74: ... are on Calling over PSTN If you have problems calling via the regular phone line check whether Your telephone is correctly connected to the Thomson Gateway Your telephone is working on the PSTN network Connect your phone directly to PSTN Try to make a phone call The Forced FXO service is activated or whether your service provider requested you to dial an extra prefix for making calls via PSTN Pro...

Page 75: ...r WLAN clients will have to be re associated as described in 3 1 1 Connecting a computer using Wireless on page 21 Methods You can choose between Software Reset Hardware Reset Software Reset Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Thomson Gateway menu click Configuration 3 In the Pick a task list click Reset my Thomson Gateway to default settings 4 The Thomson Gat...

Page 76: ...s the button on the back of the Thomson Gateway 3 Hold the button down for at least 15 seconds 4 Release the Reset button 5 The Thomson Gateway restarts Your system administrator may have disabled the physical reset button of the Thomson Gateway In this case a hardware reset to defaults is not possible USB B DSL ETH 1 ETH 2 USB A 9V DC ...

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THOMSON TG790, Setup And User Manual

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