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TROUBLESHOOTING

DMS3-CTC-25-115 v1.0

7 Troubleshooting

Introduction

This chapter suggests solutions for issues that you may encounter while installing, configuring or using your
TG-1 Gateway.
If the suggestions do not resolve the problem, contact your service provider.

Topics

This chapter describes the following topics:

Topic

Page

7.1 General TG-1 Gateway troubleshooting

7.2 Ethernet connection troubleshooting

7.3 Wireless connection troubleshooting

7.4 Reset to factory defaults

Содержание TG-1

Страница 1: ...USER MANUAL TG 1 Broadband Gateway ...

Страница 2: ...is a registered trademark DLNA disc logo is a service mark and DLNA Certified is a trademark of the Digital Living Network Alliance Digital Living Network Alliance is a service mark of the Digital Living Network Alli ance Ethernet is a trademark of the Xerox Corporation EuroDOCSIS EuroPacketCable and PacketCable are trademarks of CableLabs Inc HomePNA and HPNA are trademarks of HomePNA Inc Linux i...

Страница 3: ...PS 19 3 2 How to manually connect a wireless client 21 3 3 Connecting your wireless client by scanning a QR code 22 3 4 Changing the wireless security settings 24 3 4 1 Configuring WPA PSK encryption 25 3 4 2 Configuring WPA encryption 26 3 5 Using the guest access point 27 4 The TG 1 Gateway GUI 28 4 1 Access from your local network 29 4 2 Remote assistance 30 4 3 Account settings 31 4 4 Cards 32...

Страница 4: ...0 6 Internet security 52 6 1 Time of Day ToD access control 53 6 2 DMZ 54 7 Troubleshooting 55 7 1 General TG 1 Gateway troubleshooting 56 7 2 Ethernet connection troubleshooting 57 7 3 Wireless connection troubleshooting 58 7 4 Reset to factory defaults 60 Support 61 ...

Страница 5: ... entire network For more information see 6 Internet security on page 52 Local networking features Wireless access for your local network devices via the integrated IEEE 802 11n wireless access point For more information see 3 Wireless networking on page 18 Wired access via Ethernet cable for your local network devices via the Ethernet interface For more information see 2 3 Connecting your wired de...

Страница 6: ...v1 0 1 1 1 Components Overview This section provides an overview of the different components of the TG 1 Gateway Topic Page 1 1 1 Power 3 1 1 2 Local network connection 4 1 1 3 Broadband connection 5 1 1 5 Buttons 7 1 1 6 Status LEDs 8 ...

Страница 7: ...5 v1 0 3 1 1 1 1 Power Overview Power inlet The power inlet allows you to connect the power supply Power switch The power switch allows you to power on off your TG 1 Gateway Only use the power supply delivered with your TG 1 Gateway ...

Страница 8: ... your local network For more information see 2 3 Connecting your wired devices on page 15 All Ethernet ports on the TG 1 Gateway are Gigabit Ethernet ports and have a maximum speed of 1 Gbps Gigabit per second Each of the Ethernet port has a LED to indicate link integrity or activity USB Port The USB port can be used to connect a USB mass storage device to share your content for example music movi...

Страница 9: ... your service provider s DSL network For more information see 2 1 Connecting the TG 1 Gateway to your service provider s network on page 12 WAN port The Gigabit Ethernet WAN port allows you to use your TG 1 Gateway as local router For more information see 2 1 Connecting the TG 1 Gateway to your service provider s network on page 12 WAN DSL ...

Страница 10: ...age 16 PSTN Port The PSTN port allows you to connect the TG 1 Gateway to the traditional telephone network i e the Public Switched Telephone Network PSTN When the VoIP connection is not available the TG 1 Gateway will automatically switch from VoIP to the traditional telephone network For more information see 2 4 Setting up your telephone network on page 16 PSTN Phone Be aware that if you are not ...

Страница 11: ...ton allows you to disable your wireless access point You can do this when you are not using the wireless access point This allows you to save the energy that the TG 1 Gateway would be using for the wireless access point To turn the wireless interface on or off briefly press the Wireless button When the wireless interface is turned Off the Wireless LED is off On the Wireless LED is on Reset button ...

Страница 12: ... Phone Wireless WAN Internet WPS Colour State Description Green Solid on All services are available The wireless access point is enabled Red Solid on Some services are not available Orange Solid on Bootloader selftest Blinking Bootloader active during upgrade Off The TG 1 Gateway is powered off Colour State Description Green Solid on DSL line synchronised Blinking Trying to detect carrier signal o...

Страница 13: ...eiving data Red Solid on Failed to setup the Internet connection Off No Internet connection Colour State Description Green Solid on Network device s connected to the Ethernet switch Blinking Network device s connected to the Ethernet switch and sending receiving data Off No Ethernet connection on your local network Colour State Description Green Solid on The wireless interface is enabled no wirele...

Страница 14: ...ARTED DMS3 CTC 25 115 v1 0 1 Phone LED Colour State Description Green Solid on Registered at your VoIP provider no activity Blinking Registered at your VoIP provider activity Off Not registered to your VoIP provider ...

Страница 15: ... 15 A wired connection see 3 Wireless networking on page 18 4 Connect your phones see 2 4 Setting up your telephone network on page 16 5 After completing the setup procedure the TG 1 Gateway is ready for use Optionally you can further configure the TG 1 Gateway to your needs for example change the wireless security using the TG 1 Gateway GUI For more information see 4 The TG 1 Gateway GUI on page ...

Страница 16: ... Gateway as DSL Gateway on page 12 Place the TG 1 Gateway behind another Internet access device for example an optical network terminal for NBN or Fibre In this setup the TG 1 Gateway is used as local router Follow the instructions from Option B Setup the TG 1 Gateway as local router on page 13 Option A Setup the TG 1 Gateway as DSL Gateway Proceed as follows 1 Take the DSL cable This is the grey ...

Страница 17: ...tup the TG 1 Gateway as local router Proceed as follows 1 Take an Ethernet cable If your box contains an Ethernet cable with red connectors you can use that cable 2 Plug one end of the cable in the red WAN port on the back of your TG 1 Gateway 3 Plug the other end of the cable into the Ethernet port of your Internet access device for example an optical network terminal for NBN or Fibre WAN Interne...

Страница 18: ... the connector of the electric Power Supply Unit PSU into the TG 1 Gateway power inlet port Plug the PSU into a nearby power outlet 2 Press the power button to turn on the TG 1 Gateway 3 The Status LED lights up Wait two minutes to allow the TG 1 Gateway to complete the start up phase Power outlet PSU ...

Страница 19: ...ellow connectors This is the Ethernet cable Procedure Proceed as follows 1 Connect one end of the Ethernet cable to one of the yellow Ethernet ports of your TG 1 Gateway 2 Connect the other end of the Ethernet cable to your network device 3 Your device is now connected to your network To connect a wireless devices see 3 Wireless networking on page 18 The TG 1 Gateway does not support Power over Et...

Страница 20: ... 1 Connect your corded phone DECT base station or fax to the green Phone port s on the back panel of your TG 1 Gateway 2 Optionally you can connect your TG 1 Gateway to the traditional network as a fall back solution when the Internet connection is down To do this connect the PSTN port to the Phone output of your filter or splitter ...

Страница 21: ...ge appears 3 In the user name and password box type admin 4 The TG 1 Gateway web interface appears and automatically starts the Setup Wizard The Setup Wizard will now guide you through the configuration of your TG 1 Gateway 5 After completing the Setup Wizard your TG 1 Gateway is ready for use 10 1 1 1 is the default IP address of the TG 1 Gateway If you have changed the IP address of the TG 1 Gat...

Страница 22: ...nt on page 27 Wireless client The wireless client allows you to connect a device typically a computer to a wireless access point Both built in and external for example via USB clients are available Check the documentation of your device if you are not sure if your device is equipped with a wireless client Configuring your wireless clients For more information on how to establish a wireless connect...

Страница 23: ...roceed as follows 1 Shortly press the WPS button on the TG 1 Gateway 2 The WPS LED starts blinking orange This indicates that the TG 1 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 PBC on your wireless client 4 The TG 1 Gateway is now exchanging all wireless settings 5 At the end of the procedur...

Страница 24: ...s manually For more information see 3 2 How to manually connect a wireless client on page 21 Your wireless client is out of range If possible move your wireless client closer to your TG 1 Gateway or use a wireless repeater to extend the range of your wireless network and try again Another device is interfering on the selected wireless channel Change the radio channel of your TG 1 Gateway access po...

Страница 25: ... wireless client with the wireless settings network name and wireless key used by the access point If your TG 1 Gateway is still using the default wireless settings use network name SSID and wireless key that is printed on the TG 1 Gateway s bottom panel label You can always find back the wireless settings via the TG 1 Gateway GUI For more information see Forgot your wireless key on page 58 ...

Страница 26: ...rtphones Requirements Your wireless device must have A camera to scan the code An application app to interpret the QR code and connect to a wireless network For example if you are using Android on your device you may download QR Droid from Google Play Procedure Proceed as follows 1 Browse to the TG 1 Gateway GUI For more information see 4 1 Access from your local network on page 29 2 Click Wireles...

Страница 27: ...WIRELESS NETWORKING DMS3 CTC 25 115 v1 0 23 3 5 Your app shows you the wireless settings used by your TG 1 Gateway and offers you to connect to its wireless network Connect to the network ...

Страница 28: ...tion type Choose this option if not all of your wireless clients support WPA2 PSK or if you are not sure Wireless clients that support WPA2 PSK will use WPA2 PSK the others will use WPA PSK WPA Enterprise WPA encryption Wireless clients will authenticate to the Remote Authentication Dial In User Service RADIUS server The RADIUS server then provides the wireless key that must be used to encrypt its...

Страница 29: ...SK WPA2 PSK For more information see Encryption types on page 24 4 In the Wireless Password box type a the key of your choice The key must be in one of the following formats 8 to 63 alphanumeric characters For example MyKey123 8 to 64 hexadecimal characters characters from 0 to 9 and from A to F For example C54F48A5 5 Click Save 6 Reconnect your wireless client s to the TG 1 Gateway using these ne...

Страница 30: ...see Encryption types on page 24 4 The following RADIUS settings are now available for configuration Radius Authentication Server s IP enter the IP address of your RADIUS server Radius Authentication Server s port enter the WPA Radius Port Radius Authentication Server s secret enter the WPA Radius Key 5 Click Save to immediately apply your changes 6 Reconnect your wireless client s to the TG 1 Gate...

Страница 31: ...he guest access point is now up and running You can now connect to this access point with the wireless settings that are listed under access point Assigning WPS function to the guest access point Proceed as follows 1 Browse to the The TG 1 Gateway GUI For more information see 4 1 Access from your local network on page 29 2 Click Wireless The Wireless page appears 3 On the left menu select the firs...

Страница 32: ... Introduction The TG 1 Gateway web interface allows you to configure your TG 1 Gateway using your web browser Topics This chapter describes the following topics Topic Page 4 1 Access from your local network 29 4 2 Remote assistance 30 4 3 Account settings 31 4 4 Cards 32 ...

Страница 33: ...page appears 3 Enter your user name and password Click Sign In 4 The TG 1 Gateway GUI appears Home page To make it possible to quickly access the settings of specific features the features have been grouped in a number of cards 10 1 1 1 is the default IP address of the TG 1 Gateway If you have changed the IP address of the TG 1 Gateway use this IP address instead If you did not change the default ...

Страница 34: ... the technical support disables remote assistance after restarting your TG 1 Gateway or after 30 minutes of inactivity 5 Specify the password in either if the following ways Click the Use Random Password check box to let the TG 1 Gateway generate a password Clear the Use Random Password check box and enter the password of your choice in the Password box 6 Click Apply How to access the TG 1 Gateway...

Страница 35: ...ord The Change Password page appears Type your current password in the first box type your new password in the last two text boxes and then click Change Password Sign out Click this option to close the session and sign out It is recommended to change the default password settings Choose a password that your can easily remember or write it down If you forget your password the only option is to rese...

Страница 36: ...e information see 4 4 7 WAN Services on page 40 Firewall For more information see 4 4 8 Firewall on page 41 Telephony For more information see 4 4 9 Telephony on page 42 Diagnostics For more information see 4 4 10 Diagnostics on page 43 Assistance For more information see 4 4 11 Assistance on page 44 Mobile 3G 4G For more information see 4 4 12 Mobile 3G 4G on page 45 Management For more informati...

Страница 37: ...33 4 Toggle buttons Some cards have an on off switch in the header Button Description The service is currently enabled Clicking this button will disable the service The service is currently disabled Clicking this button will disable the service ...

Страница 38: ...G 1 Gateway The Gateway page To open the Gateway page click the Gateway card The Gateway page allows you to View basic information about the TG 1 Gateway View or change the time settings used by the TG 1 Gateway Restart the TG 1 Gateway Reset the TG 1 Gateway to factory defaults For more information see 7 4 Reset to factory defaults on page 60 Export your current configuration Import a previously ...

Страница 39: ...et Access Device IAD The IAD brings the Internet into your home and the TG 1 Gateway acts as a local router The Broadband card The Broadband card displays the status of the DSL or Ethernet WAN connection If the DSL line is connected the Broadband card will also display the upload and download bandwidth in Megabits per second Mbps The Broadband page To open the Broadband page click the Broadband ca...

Страница 40: ...ion The WAN IP address This is the IP address that the TG 1 Gateway uses for communication on the Internet The Internet Access Page To open the Internet Access page click the Internet Access card The Internet Access page has two tabs IPv4 Configuration groups all the settings related to IPv4 IPv6 Configuration groups all the settings related to IPv6 ...

Страница 41: ... access point is the main access point and allows you to connect you home network devices The second access point is the guest access point and allows you to provide wireless Internet access to guests For more information see 3 5 Using the guest access point on page 27 For each of these access points you can View or change the wireless interface settings View or change the access point settings St...

Страница 42: ... On the left of the Local Network page you can select the local network that you want to configure lan is the local network used by devices connected to The main access point One of the Ethernet ports One of the USB ports Guest1 is the local network used by devices connected to the guest access point For each of these networks you can View or change the IP address of the TG 1 Gateway View or chang...

Страница 43: ...nterface Viewing additional settings To open the Devices page click the Devices card The Devices page allows you to View a list of all devices in your local network Configure Internet access rules for the devices in your local network For more information see 6 1 Time of Day ToD access control on page 53 To view update the list click refresh date in the upper right corner ...

Страница 44: ...on that device The WAN Services page To open the WAN services click the WAN Services card The WAN Services page allows you to View or change the port forwarding rules View the active UPnP rules Advanced WAN Services settings On the WAN Services page click show advanced in the upper right corner to Configure a DMZ host For more information see 6 2 DMZ on page 54 Enable or disable UPnP services Conf...

Страница 45: ...ll to your needs The default mode is normal In normal mode the firewall will Allow all outbound connections and will silently drop all unknown incoming connections Protect your TG 1 Gateway and local network against intrusions The Firewall card The Firewall card displays current firewall level used The Firewall page Click Firewall The Firewall page appears and allows you to Change the firewall lev...

Страница 46: ... Telephony The Telephony card The Telephony card displays the status of your voice subscriptions The Telephony page To open the Telephony page click the Telephony The Telephony page allows you to Configure your voice service and options View the call log ...

Страница 47: ...4 4 10 Diagnostics The Diagnostics card Click the Diagnostics card to use one of the following diagnostics tools View DSL connection statistics if applicable Run ping and trace route test Run connection checks View port state and network statistics ...

Страница 48: ... displayed The port number that needs to be used to access the TG 1 Gateway GUI from the Internet The user name and password that has to be used when signing in from the Internet The Assistance switch If the switch in these Assistance card header is set to then the temporary or permanent remote assistance is enabled Clicking the switch will disable it then the remote assistance is disabled Clickin...

Страница 49: ... the TG 1 Gateway will offer you the possibility to switch to the mobile Internet connection when your main Internet connection is down The Mobile 3G 4G card The Mobile card displays the status of your mobile connection The Mobile 3G 4G page To open the Mobile 3G 4G page click the Mobile 3G 4G card The Mobile 3G 4G page allows you to View information about the line and the mobile network status Co...

Страница 50: ...agement The Management page To open the Management page click the Management card The Management page has two tabs The User manager tab you to manage the user accounts for the TG 1 Gateway GUI The Log viewer tab displays the log messages of your TG 1 Gateway ...

Страница 51: ...vices via a USB hub Content Sharing Servers The TG 1 Gateway offers two types of services to share your content The following table gives a you a brief overview of the main functions Samba server DLNA server Function Store and access your data on your local network Make media files available for DLNA capable devices like Media players set top boxes from your local network Access Read and write Rea...

Страница 52: ...an change the following settings Samba enabled Allows you to enable or disable the Samba file sharing server Samba description Add a short description for the TG 1 Gateway shared content DLNA enabled Select this option to enable the network file server 3 If you click show advanced the following settings will also become available for configuration Samba workgroup Enter the same workgroup as used b...

Страница 53: ...Network window appears Double click Home_Network_Gateway 3 Open the usbdisk folder 4 The storage devices that are attached to your TG 1 Gateway are listed as folders 5 If you plan to frequently use this folder it might be useful to map this folder as a network drive For more information see the help of your operating system Accessing the Samba server on Mac Proceed as follows 1 Open a Finder windo...

Страница 54: ...w items from this list On your DLNA renderer the TG 1 Gateway s DLNA media server will be listed as Home Network Gateway Below you can find a screenshot taken on an Android smartphone with a DLNA capable app Via this entry you can browse to your media files Windows 8 and Windows 7 Windows 8 and Windows 7 have native support for DLNA They automatically detect DLNA and make your media files availabl...

Страница 55: ...nd the TG 1 Gateway s DLNA media server displayed as TG 1 Gateway 3 Double click Home Network Gateway to access your media files 4 Windows Media Player starts up Your TG 1 Gateway s DLNA media server is listed in the tree structure on the left on the left This entry allows you to browse your media files ...

Страница 56: ...NET SECURITY DMS3 CTC 25 115 v1 0 6 6 Internet security Overview The TG 1 Gateway offers various options to secure your network and network connection Topic Page 6 1 Time of Day ToD access control 53 6 2 DMZ 54 ...

Страница 57: ...s The Devices page appears and lists all devices that have been connected to the TG 1 Gateway 3 Click the button of the device for which you want to create a rule 4 The Time of day access control section appears 5 Switch Enabled to 6 In the Mode list click Allow if you want to specify when this device is allowed to access the Internet Block if your want if you want to specify when this device is a...

Страница 58: ...ce might get a new IP address after some time and the port forwarding rule will no longer be applied to the device and another device may suddenly be acting as DMZ host How to configure a device as DMZ host 1 Browse to the TG 1 Gateway GUI For more information see 4 1 Access from your local network on page 29 2 Click WAN Services The WAN services page appears 3 In the upper right corner click show...

Страница 59: ...stalling configuring or using your TG 1 Gateway If the suggestions do not resolve the problem contact your service provider Topics This chapter describes the following topics Topic Page 7 1 General TG 1 Gateway troubleshooting 56 7 2 Ethernet connection troubleshooting 57 7 3 Wireless connection troubleshooting 58 7 4 Reset to factory defaults 60 ...

Страница 60: ...the Broadband card header make sure that the switch is in the position c Click Broadband and then click show advanced If you are using the TG 1 Gateway as DSL gateway make sure that ADSL2 or VDSL is selected Make sure to select the correct DSL type Local router make sure that Ethernet is selected d Click Switch connection mode e After a few minutes the Status should switch to connected If needed c...

Страница 61: ...bleshooting Ethernet LED does not light up Make sure that The Ethernet cable is correctly connected to the Ethernet port on your TG 1 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 ...

Страница 62: ... 1 Gateway wireless interface is enabled a Browse to the The TG 1 Gateway GUI For more information see 4 1 Access from your local network on page 29 b In the Wireless card header make sure that the switch is If the signal is low or not available try to reposition the TG 1 Gateway for optimal performance Change the wireless channel The TG 1 Gateway access point no longer available If you were able ...

Страница 63: ... page 29 2 Click Wireless The Wireless page appears 3 In the Channel list under Interface click a channel other than displayed in Current channel 4 Click Save Cannot connect via WPS Make sure that WPS is enabled on the TG 1 Gateway Proceed as follows To enable WPS proceed as follows 1 Browse to the The TG 1 Gateway GUI For more information see 4 1 Access from your local network on page 29 2 Click ...

Страница 64: ...age 29 2 Click Gateway The Gateway page appears 3 Click Reset 4 The TG 1 Gateway restores the factory default configuration and restarts Reset the TG 1 Gateway via the Reset button Proceed as follows 1 Make sure the TG 1 Gateway is turned on 2 Push the Reset button for at least 7 seconds and then release it 3 The TG 1 Gateway restarts A reset to factory default settings deletes all configuration c...

Страница 65: ...staff for a hand Support iiNet Support Available 24 7 13 22 58 support iinet net au Westnet Support Available 24 7 1300 786 068 support westnet com au Adam Support 8am 10pm CST Mon Fri 9am 5pm CST Weekends 1300 002 326 support adam com au Internode Support 7am Midnight CST 7 days 1300 788 233 support internode on net ...

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