THOMSON TG797 Setup And User Manual Download Page 79

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E-DOC-CTC-20080421-0018 v1.0

Troubleshooting

Introduction

This chapter suggests 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.

Topics

This chapter describes the following topics:

Topic

Page

Setup wizard Troubleshooting

General Thomson Gateway Troubleshooting

Voice over IP Troubleshooting

Reset to Factory Defaults

Summary of Contents for TG797

Page 1: ...Setup and User Guide THOMSON TG797 Wireless Multi Service VoIP ADSL2 Gateway with DECT ...

Page 2: ......

Page 3: ...THOMSON TG797 Setup and User Guide ...

Page 4: ...arks of the Wi Fi Alliance Wi Fi CERTIFIED Wi Fi ZONE Wi Fi Protected Access Wi Fi Multimedia Wi Fi Protected Setup WPA WPA2 and their respective logos are trade marks 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 Stat...

Page 5: ...Web Interface 17 2 3 Backing Up Restoring your Configuration 20 3 Adding a New Computer to your Network 21 3 1 Connecting a Computer Using the Ethernet Cable 22 4 Wireless 23 4 1 Connecting Your Wireless Client via WPS 24 4 2 Connecting Your Wireless Client without WPS 26 4 3 Securing Your Wireless Connection 27 4 3 1 Configuring WPA PSK Encryption 29 4 3 2 Configuring WEP Encryption 30 5 Telephon...

Page 6: ... Gateway with UPnP 55 6 2 2 Managing your Internet connection with UPnP 56 6 2 3 Configuring UPnP on the Thomson Gateway 58 6 2 4 Installing UPnP on Windows XP 59 6 3 Assigning a service HTTP FTP to a computer 61 6 4 Dynamic DNS 63 7 Internet Security 65 7 1 Firewall 66 7 2 Web Site Filtering 67 7 2 1 Configuring The Content based Filter 69 7 2 2 Adding Rules For The Address Based Filter 70 8 Trou...

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 20080421 0018 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: ...net for 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 at your Internet Service Provider You may be prompted for this information at a given step in the installation procedure Voice over IP VoIP connection details If you...

Page 11: ...u device remove the overlay covering the DECT slot 2 Insert the DECT cradle in the DECT slot 3 The DECT cradle is now ready for use You can now recharge the batteries of your DECT phone by placing it in the cradle Can I start making phone calls now No first you have to complete the installation of your Thomson Gateway and then your have to register your DECT phone For more information about regist...

Page 12: ... How to remove the DECT cradle To remove the cradle from the Thomson Gateway 1 Turn the Thomson Gateway upside down 2 Support the DECT cradle with your hand and press the release button 3 Keep the release button down while removing the DECT cradle ...

Page 13: ...rosoft Windows Vista SP1 or higher Microsoft Windows Vista x64 SP1 or higher Microsoft Windows XP SP2 or higher Microsoft Windows XP x64 SP 1 or higher Microsoft Windows 2000 SP4 Mac OS X 10 4 Tiger Mac OS X 10 5 Leopard You must have administrative rights on your computer Getting started Proceed with 1 3 1 Guided Installation on page 8 Manual Installation How it works The Setup and User Guide wil...

Page 14: ...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 15: ...way Setup my computer to connect your computer to the Thomson Gateway 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 yo...

Page 16: ...ct 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 T...

Page 17: ...C 20080421 0018 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 17 Backing Up Restoring your Configuration 20 ...

Page 18: ...E DOC CTC 20080421 0018 v1 0 12 2 Thomson Gateway Basics 2 1 Thomson Gateway LED Behaviour Content This chapter describes the behaviour of Status LEDs WPS Button LED Ethernet LEDs ...

Page 19: ... device malfunction Amber Blinking Bootloader active during upgrade Off Power off Colour State Description Green Blinking Ethernet activity Solid on Ethernet connection no activity Off No Ethernet connection Colour State Description Green Blinking Wireless activity WPA 2 encryption Solid on No wireless activity WPA 2 encryption Amber Blinking Wireless activity WEP encryption Solid on No wireless a...

Page 20: ...o DSL line Colour State Description Green Blinking Internet activity Solid on Internet connectivity no activity Red Solid on Internet connection setup failed Off No Internet connection Colour State Description Green Solid on VoIP service up Blinking VoIP activity Off VoIP service down Colour State Description Green Solid on VoIP service up Blinking VoIP activity or registering DECT clients Off VoI...

Page 21: ...n The WPS button allows you to add new wireless clients to your network For more information see Connecting Your Wireless Client via WPS WPS LED Colour State Description Green Solid On Client successfully registered via WPS Amber Blinking WPS registration ongoing Red Blinking Error occurred ...

Page 22: ...eway Basics 2 1 3 Ethernet LEDs Ethernet LED A LED may be provided per Ethernet port to indicate link integrity or activity LED Status Description Off No connection on this port Solid on Ethernet link up Blinking Data is flowing from to this port ...

Page 23: ...e Proceed as follows 1 Open your 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 o...

Page 24: ...mation on the Thomson Gateway Broadband Connection Allows you to view configure your broadband 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 Help Allows you to view context related help information Label Description 1 Menu 2 Language bar 3 Location bar 4 Login section 5 Notificatio...

Page 25: ...ification area 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 displays the information and configurable items of the selected topic Tasks To allow a quick configuration of your Thomson Gateway some pages may offer you a number of related tasks in the Pick a...

Page 26: ...face 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 Gatewa...

Page 27: ... 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 If you want to connect your computer to the Thomson Gateway using A Wireless connection continue with 4 Wireless on page 23 The Ethernet cable continue with 3 1 Connecting a Computer Usi...

Page 28: ...address automatically This is the default setting Ethernet cable In your package you will find a cable with yellow connectors This is the Ethernet cable Procedure Proceed as follows 1 Connect one end of the Ethernet cable to one of the yellow Ethernet port s of your Thomson Gateway 2 Connect the other end of the Ethernet cable to your computer 3 Your computer is now connected to your network No ad...

Page 29: ...t Both built in and external for example via USB are available Check the documentation of your computer if you are not sure if your computer is equipped with a wireless client Configuring your wireless clients Before you can start surfing the internet with a wireless connection you must first connect your wireless client to your wireless access point the Thomson Gateway For more information see 4 ...

Page 30: ...encryption WPS with WEP encryption is not possible Procedure Proceed as follows 1 Shortly press the WPS button on the Thomson Gateway 2 The WPS button LED starts blinking orange This indicates that the Thomson Gateway is now searching for wireless clients that are in registration mode You now have two minutes to start WPS on your wireless client 3 Start WPS on your wireless client The WPS button L...

Page 31: ...connecting to the Thomson Gateway try connecting your wireless client without WPS For more information see 4 2 Connecting Your Wireless Client without WPS on page 26 Troubleshooting If you are having trouble connecting your wireless client via WPS try to configure it manually For more information see 4 2 Connecting Your Wireless Client without WPS on page 26 ...

Page 32: ...ur wireless settings If you have changed the wireless settings manually and you can t remember your settings try one of 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 Acc...

Page 33: ...mend you to use WPA PSK instead WPA PSK versions The Thomson Gateway supports the following WPA PSK versions WPA2 also referred to as WPA2 PSK WPA2 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 WP...

Page 34: ...Configure 6 Under Security you can change the Encryption If you want to use WPA PSK Encryption continue with 4 3 1 Configuring WPA PSK Encryption on page 29 WEP Encryption continue with 4 3 2 Configuring WEP Encryption on page 30 Your access point will be listed in the following format WLAN Network Name Actual Speed For example WLAN Thomson83C7C7 54Mbps ...

Page 35: ...ersion 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 clients support WPA2 choose...

Page 36: ...th 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 client s ...

Page 37: ... computer and make your phones calls via your computer The Thomson solution With the Thomson Gateway you can make both Internet and regular telephone calls using A traditional analogue phone A DECT phone If the device is not powered the Thomson Gateway will automatically select the analogue signal if connected This way you are still able to make emergency calls In this chapter This chapter covers ...

Page 38: ...ions are needed 3 If you configured your Thomson Gateway using the Guided Installation the telephony service will already be configured by the Setup wizard Your phone is now ready for use If you choose to configure your Thomson Gateway manually or you still need to configure the telephony service continue with 5 3 Configuring the Telephony Service on page 34 This is only required if you still want...

Page 39: ... DECT phone consult your DECT phone user documentation to register your DECT phone Registering your Thomson DECT phone On the Thomson DECT phone 1 Select Menu 2 Navigate to Settings and press OK 3 Select Registration and press OK 4 Select Register Handset and press OK 5 Select in the base list the base to store this registration in and press OK 6 You are prompted to enter the system PIN code of th...

Page 40: ...e 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 Location bar click Configure Assign phone numbers to the ports If you want to use the same number for all ports select Port All 4 Click Apply Configure the Telephony Service Proceed as follows to configure the telephony service 1 Browse to the Thom...

Page 41: ...p to three Internet telephone numbers or URIs to one or both phone ports or you can assign a common number to both phone ports Using Multiple Identities Proceed as follows 1 Browse to the Thomson Gateway web pages 2 On the Toolbox menu click Telephony 3 In the Location 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 pas...

Page 42: ...s 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 a call to the conta...

Page 43: ...d 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 Toolbox menu click Telephony 3 In the Location bar click Confi...

Page 44: ...a call is forwarded when the CFNR timer expires CFU destination or Call Forwarding Unconditional is the telephone number to which an incoming call is always forwarded CFBS destination or Call Forwarding on Busy Subscriber is the telephone number to which an incoming call is forwarded when your telephone is busy Using switching order commands In order to use switching order commands R or hook flash...

Page 45: ...n incoming call R 1 To reject an incoming call R 0 To switch between an active call and a call on hold R 2 To switch between an active call and an incoming call 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 active incoming A presses R0 C B A on hold a...

Page 46: ...s Illustration To establish a conference call or 3 party connection R 3 During 3 pty put B and C on hold R 2 During 3 pty retrieve B and C R 3 Action Press Illustration Transfer a call R 4 C B A active active C B A on hold active A presses R3 C B A on hold on hold C B A active active A presses R2 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 47: ...ssful 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 each phone separa...

Page 48: ...E DOC CTC 20080421 0018 v1 0 42 5 Telephony ...

Page 49: ...ake 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 Sharing Content on your Network 44 Universal Plug and Play 54 Assigning a service HTTP FTP to a computer 61 Dynamic DNS 63 ...

Page 50: ...age device to the Thomson Gateway 2 Configure Content Sharing on the Thomson Gateway Connecting your USB storage device to the Thomson Gateway Plug your USB memory stick or external hard disk in one of the USB master port s of your Thomson Gateway To format your device for FAT32 consult the help of your operating system Make sure to make a copy of your data before you doing this Formatting your de...

Page 51: ...ing on the Thomson Gateway If you want to Simply share your data and media with other users on the network proceed with 6 1 1 Setting Up the File Server on page 46 Share your media with media devices like an IP Set Top Box proceed with 6 1 3 Using UPnP AV to Share Content with Media Devices on page 50 ...

Page 52: ...ick Server Enabled It is also recommended to complete in following fields Server Name You will use this name to access the Thomson Gateway If you leave this field empty you can only access your USB storage device by entering the IP address by default 192 168 1 253 Server Description Here you can add a short description for what kind of data is stored on the USB storage device Workgroup Enter the s...

Page 53: ... Gateway are listed as folders If the storage device has multiple partitions an index number will be added at the end for example Disk_a1 and Disk_a2 If the partition is a managed partition the Media and Shared folders will be displayed instead For more information on managed partitions see 6 1 2 Managing your Shared Content on page 49 4 If you plan to frequently use this folder it might be useful...

Page 54: ...n the Server Address box type smb server name where server name is the Server Name you assigned to your USB storage device So in our example we will type smb Thomson 4 The SMB Mount window appears Select the shared folder you want to mount and click OK 5 The SMB CIFS Filesystem Authentication window appears You do not need to authenticate click OK 6 Your USB storage device is now mounted and is di...

Page 55: ...f you connected more than one USB storage device those devices will also be hidden Procedure Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Tools menu click Content Sharing 3 In the Location bar click Configure 4 Under List of connected disks click the radio button next to the partition you want to configure as Managed Partition 5 Click Apply Result The Thomson Gateway c...

Page 56: ...es are stored on a USB storage device connected to the Thomson Gateway Procedure Proceed as follows 1 Enable UPnP AV on the Thomson Gateway 2 Select your USB storage device as managed partition Enable UPnP AV on the Thomson Gateway Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Tools menu click Content Sharing 3 In the Location bar click Configure 4 Under UPnP AV Media S...

Page 57: ... your login account is not yet configured with a password 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click User Management 3 In the Pick a task list click Change my password 4 Leave the Old Password box empty 5 Type your new password both in the New Password box and Confirm New Password box Configure FTP access for your shared content Proceed as follows 1 Browse to the Tho...

Page 58: ...n the Thomson Gateway network you can also FTP to the local address 192 168 1 253 Additional configuration As you may know the IP address of your Internet connection may change frequently This implies that the link to the FTP server will also change every time the public IP changes With Dynamic DNS you can assign a host name to the IP address for example mygateway dyndns org For more information s...

Page 59: ...e device from the Thomson Gateway you may loose some data To avoid this you must first unmount your USB storage device Unmounting your USB storage device Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click Content Sharing 3 In the Location bar click Configure 4 Click Unmount 5 Remove your USB storage device from the Thomson Gateway ...

Page 60: ...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 61: ...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 62: ...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 63: ...7 6 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 6 2 3 Configuring UPnP on the Thomson Gateway on page 58 ...

Page 64: ...UPnP 4 Click Apply Extended Security If Extended Security is enabled 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 via the Thomson Gateway Web Interface Address translation mappings can only be added or changed via ...

Page 65: ...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 66: ... 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 67: ...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 68: ... a specific 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 t...

Page 69: ...service provider For example 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 Location 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 name ...

Page 70: ...E DOC CTC 20080421 0018 v1 0 64 6 Getting the Most Out of Your Thomson Gateway ...

Page 71: ...E DOC CTC 20080421 0018 v1 0 65 7 Internet Security 7 Internet Security Overview The Thomson Gateway offers you various options to secure your network Topic Page Firewall 66 Web Site Filtering 67 ...

Page 72: ...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 73: ...nt category for example pornography instead of the their URL This way you only need select the appropriate categories when you enable this feature and the content category server takes care of the rest This content category server is updated at regular intervals Combining the two filters Address based filtering has priority over content based filtering This means that when you are blocking a speci...

Page 74: ...for specific web sites add the necessary rules in the address based filter For more information see 7 2 2 Adding Rules For The Address Based Filter Option 2 address based filter only Take this option if you only want to use the address based filter or content filtering is not available on your Thomson Gateway Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu cl...

Page 75: ...3 Under Content Level select the content level you want to use 4 If you want a more detailed view of the content that will be blocked for this level click the Edit link next to the content level If needed you can change the Name Description and Configuration of the content level Click Apply after you have made your changes Creating your own content level Proceed as follows 1 In the Pick a task lis...

Page 76: ... Allow access to a specific Web site Proceed as follows 1 Browse to the Thomson Gateway Web Interface 2 On the Toolbox menu click Web Site Filtering 3 Make sure the Use Address Based Filter check box is selected 4 Type the URL of the Web site you want to allow for example netbanking bank com in the Web Site box 5 Click Allow in the Action list 6 Click Add Redirect a Web site Proceed as follows 1 B...

Page 77: ...eway Web Interface 2 On the Toolbox menu click Web Site Filtering 3 Make sure the Use Address Based Filter check box is selected 4 Type in the Web Site box 5 Click Redirect in the Action list 6 Type the URL of the Web site you want to redirect to for example mycompany com internetpolicy htm in the Redirect box 7 Click Add ...

Page 78: ...E DOC CTC 20080421 0018 v1 0 72 7 Internet Security ...

Page 79: ...nfiguring 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 Topics This chapter describes the following topics Topic Page Setup wizard Troubleshooting 74 General Thomson Gateway Troubleshooting 75 Voice over IP Troubleshooting 78 Reset to Factory Defaults 79 ...

Page 80: ... 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 For more information consult the help of your operating system No dedicated firewall device or router is placed between your computer and the Thomso...

Page 81: ...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 8 4 Reset to Factory Defaults on page 79 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 82: ...oubleshooting Ethernet LED does not light up Make sure that The Ethernet cable is securely connected to the Ethernet port on your Thomson Gateway and your computer You are using the correct cable type for your Ethernet equipment that is at least UTP CAT5 with RJ 45 connectors ...

Page 83: ...local regulatory domain Check the location of the Thomson Gateway in the building Check the signal strength indicated by the wireless client manager If the signal is low try to place the Thomson Gateway or to direct the Thomson Gateway s antenna s for optimal performance Use WPA 2 PSK as encryption For more information see 4 3 Securing Your Wireless Connection on page 27 Change the wireless channe...

Page 84: ...mber are configured correctly The Power Broadband DSL and Voice LEDs 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...

Page 85: ... needed Also your WLAN clients will have to be re associated as described in 4 Wireless on page 23 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 Gateway restores th...

Page 86: ...en or an unfolded paperclip to push the recessed Reset button Push it until the Power LED lights red this will take about 7 seconds 3 Release the Reset button 4 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 ...

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