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8 Support

DMS3-CTC-25-154 v1.0

8 Support

Introduction

This chapter suggests solutions for issues that you may encounter while installing, configuring or using your TG389ac.

If the suggestions do not resolve the problem, contact your service provider.

Topics

This chapter describes the following topics:

Topic

Page

8.1 General TG389ac troubleshooting

8.2 Ethernet connection troubleshooting

8.3 Wireless connection troubleshooting

8.4 Reset to factory defaults

Содержание MediaAccess TG389ac

Страница 1: ...Setup and User Guide TG389ac ...

Страница 2: ...trademark of ETSI DLNA 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 Alliance Ethernet is a trademark of the Xerox Corporation EuroDOCSIS EuroPacketCable and PacketCable are trademarks of CableLabs Inc HomePNA and HPNA are trademarks ...

Страница 3: ...hone network 17 2 5 Configure your TG389ac services 18 2 6 Set up a mobile fallback connection 19 3 Wireless networking 22 3 1 Connecting your wireless client via WPS 23 3 2 How to manually connect a wireless client 26 3 3 Connecting your wireless client by scanning a QR code 27 3 4 Securing your wireless connection 28 3 4 1 Configuring WPA 2 PSK encryption 29 3 4 2 Configuring WPA Enterprise encr...

Страница 4: ...G 49 4 3 13 Management 50 4 3 14 Content Sharing 51 4 4 Backing up restoring your configuration 52 5 Sharing content 53 5 1 Accessing the Samba server 55 5 2 Accessing the DLNA server 56 6 Internet security 58 6 1 Time of Day ToD access control 59 6 2 DMZ 60 7 Telephony 61 7 1 Phone book 62 7 2 Viewing call logs 63 8 Support 64 8 1 General TG389ac troubleshooting 65 8 2 Ethernet connection trouble...

Страница 5: ...ple If you want to know more about this Setup and User Guide see About this Setup and User Guide on page 1 This sample text indicates an important content related word Example To enter the network you must authenticate yourself This 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 T...

Страница 6: ...he installation Before you start Carefully read the Safety Instructions and Regulatory Notices document included in your package before continuing with the installation of your TG389ac Topics This chapter describes the following topics Do not connect any cables to or power on your TG389ac until instructed to do so in this Setup and User Guide Topic Page 1 1 Features at a glance 3 1 2 Product overv...

Страница 7: ...ation see 7 Telephony on page 61 ECO Technicolor is proud to offer you high standard products with a variety of eco friendly attributes Next to carefully selected plastics and packaging to minimize our ecological footprint our products benefit from a unique combination of hardware and software features that reduce energy consumption substantially The accompanying product documentation not only pro...

Страница 8: ...v1 0 1 2 Product overview Overview This section provides an overview of the different components of your TG389ac Topic Page 1 2 1 Power 5 1 2 2 Local network connections 6 1 2 3 Broadband connection 7 1 2 5 Buttons 9 1 2 6 Status LEDs 10 ...

Страница 9: ...5 154 v1 0 1 2 1 Power Overview Power inlet The power inlet allows you to connect the power supply unit Power switch The power switch allows you to power on off your TG389ac Only use the power supply unit delivered with your TG389ac ...

Страница 10: ...necting your wired devices on page 16 All Ethernet ports on your TG389ac are Gigabit Ethernet ports Each Ethernet port has 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 movies Connect a mobile Internet dongle to set...

Страница 11: ...router For more information see 2 1 Connecting your TG389ac to your service provider s network on page 14 Mobile Internet dongle optional If you purchased the optional mobile Internet dongle you can set up a mobile data connection that can serve as a fallback Internet connection For more information see 2 6 Set up a mobile fallback connection on page 19 WAN ...

Страница 12: ...5 154 v1 0 1 2 4 Voice connection Overview Phone Port The Phone port allows you to connect a traditional phone DECT base station or fax to your TG389ac For more information see 2 4 Setting up your telephone network on page 17 Phone ...

Страница 13: ...button WPS button The WPS button allows you to add new wireless clients to your network in a swift and easy yet secure way without the need to enter any of your wireless settings manually For more information see 3 1 Connecting your wireless client via WPS on page 23 Reset pinhole button The Reset pinhole button allows you to reset your TG389ac to factory defaults For more information see 8 4 Rese...

Страница 14: ...2 4 GHz Wireless 5 GHz Internet WPS TV Colour State Description Green Solid on Power on normal operation Red Solid on Power on self test failed indicating device malfunction Orange Solid on Your TG389ac is starting up Off Your TG389ac is powered off Colour State Description Green Solid on Connected to the Internet no activity Blinking Connected to the Internet sending receiving data Red Solid on N...

Страница 15: ...king WPS registration ongoing Red Blinking Error occurred Colour State Description Green Solid on At least one active network device is connected to the Ethernet switch Blinking At least one Network device is connected to the Ethernet switch and sending receiving data Off No active Ethernet devices connected to the Ethernet switch Colour State Description Green Solid on Your Digital TV service is ...

Страница 16: ...12 1 Getting started DMS3 CTC 25 154 v1 0 ...

Страница 17: ...g your wired devices on page 16 4 Configure your TG389ac using the built in web interface For more information see 2 5 Configure your TG389ac services on page 18 Setting up additional services When you subscribed you may have purchased additional services or items For more information on how to Connect your phones see 2 4 Setting up your telephone network on page 17 Set up a mobile data fallback c...

Страница 18: ...at cable 2 Plug one end of the cable in the red WAN port on the back of your TG389ac 3 Plug the other end of the cable into the Ethernet port of your Internet access device for example an optical network terminal for Fiber If you use another Ethernet cable than the one included in you package make sure that the Ethernet cable is a fully wired CAT5E or CAT6 Ethernet cable The WAN port can only be u...

Страница 19: ...c power inlet port 2 Plug the power supply unit into a nearby power outlet 3 Press the power button to turn on your TG389ac 4 The LED turns on Wait at least two minutes to allow your TG389ac to complete the startup phase Only use the power supply unit that is supplied with your TG389ac If your current power supply unit is broken contact your service provider or reseller ...

Страница 20: ...n Ethernet printer etc Procedure Proceed as follows 1 Connect one end of the Ethernet cable to one of the yellow Ethernet ports of your TG389ac 2 Connect the other end of the Ethernet cable to your network device 3 Your device is now connected to your network To connect wireless clients see 3 Wireless networking on page 22 To connect a set top box for digital TV first look for instructions in the ...

Страница 21: ... up your telephone network Connecting corded phones Connect your corded phone DECT base station or fax to the green Phone port of your TG389ac Be aware that emergency calls will not be possible when your Internet connection is down or your TG389ac is powered off ...

Страница 22: ...GHz access point is selected in menu on the left 2 Change the following settings under Access Point a In the SSID name box type the network name that you want to use for this access point if you do not want to use the default one b In the Security Mode list under Access Point select the security mode that you want to use for this access point We recommend to use WPA WPA2 PSK c In the Wireless Pass...

Страница 23: ...A mobile Internet dongle A registered Security Identity Module SIM card Connect your mobile Internet dongle to the TG389ac Proceed as follows 1 Make sure that the SIM card is correctly inserted in your mobile Internet dongle 2 Plug the mobile Internet dongle into the USB port of your TG389ac 3 Wait for two minutes to allow your TG389ac to detect the mobile Internet dongle Configure the mobile Inte...

Страница 24: ...r instructed you to select another mode PIN The PIN code of your SIM card 5 Under Network Authentication provide the username and password provided by your service provider 6 Click Save and then click Connect 7 The mobile connection is now up but will not be used for Internet access unless your main Internet connection goes down Your main connection is always the preferred connection to the Intern...

Страница 25: ...21 2 Setting up your TG389ac DMS3 CTC 25 154 v1 0 ...

Страница 26: ...z Configuring your wireless clients For more information on how to make a wireless connection to your TG389ac see 3 1 Connecting your wireless client via WPS on page 23 3 2 How to manually connect a wireless client on page 26 3 2 How to manually connect a wireless client on page 26 Secure your wireless connection By default the wireless access points of your TG389ac are not secured This means that...

Страница 27: ...ly push the WPS button on both your wireless client and your TG389ac to connect them to each other See Connect your wireless client WPS PBC on page 24 PIN code entry on the wireless client You enter the PIN code of your TG389ac on the configuration utility of your wireless client to connect them to each other See Connect your wireless client using WPS PIN code entry on the wireless client on page ...

Страница 28: ... not find any wireless client in WPS pairing mode or that the exchange of the wireless settings and or registration failed For more information see Cannot connect via WPS on page 68 Connect your wireless client using WPS PIN code entry on the wireless client Proceed as follows 1 Check the label on your TG389ac and note the following information For each access point a PIN code that is printed next...

Страница 29: ...se to the TG389ac web interface For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 3 Click Wireless The Wireless page appears 4 On the left menu select the access point to which you want to connect the wireless client to 5 In the WPS Device PIN code box under Access Point type the PIN code of your wireless client and click Set PIN code In case of ...

Страница 30: ...eless settings network name and wireless key of your access point If your TG389ac is still using the default wireless settings use the network name SSID and wireless key that is printed on the product label of your TG389ac or product ID card if included You can always find back the current wireless settings via the TG389ac web interface For more information see Forgot your wireless key on page 67 ...

Страница 31: ...ra to scan the code An application app to interpret the QR code and connect to a wireless network Procedure Proceed as follows 1 Browse to the TG389ac web interface For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 2 Click Wireless The Wireless page appears 3 On the left menu select the access point for which want to create the QR code 4 Under QR...

Страница 32: ...onnection is secured with a pre shared key that has been defined by the user Wireless clients must be configured with this key before they can connect to your TG389ac Your TG389ac supports the following WPA PSK versions ordered by descending security WPA2 PSK the most recent and most secure version of WPA PSK Choose this version if you are sure that all your wireless clients support WPA2 PSK WPA W...

Страница 33: ... configure 4 In the Security Mode list under Access Point select one of the following modes WPA2 PSK WPA PSK WPA2 PSK For more information see Encryption types on page 28 5 In the Wireless Password box type a the key of your choice The key must consist of 8 to 63 alphanumeric characters For example MyKey123 6 Click Save 7 Reconnect your wireless client s to your TG389ac using the new security sett...

Страница 34: ...int that you want to configure 4 In the Security Mode list under Access Point select one of the following modes WPA2 WPA WPA2 For more information see Encryption types on page 28 5 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 Authent...

Страница 35: ...ction The TG389ac web interface allows you to configure your TG389ac using your web browser Overview This chapter contains the following topics Topic Page 4 1 Accessing the TG389ac web interface 33 4 2 Account settings 36 4 3 Cards 37 4 4 Backing up restoring your configuration 52 ...

Страница 36: ...llowing locations From your local network For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 From the Internet Access from the Internet is disabled by default and can only be activated for a limited time For more information see 4 1 2 Accessing your TG389ac from the Internet Remote Assistance on page 34 ...

Страница 37: ...interface appears By default you are logged in as guest This means that some items may be hidden To view all items click Sign In and enter your user name and password 3 All cards are now available 192 168 1 1 is the default IP address of your TG389ac If you have changed the IP address of your TG389ac use this IP address instead If you did not change the default credentials the user name is admin a...

Страница 38: ...en a web browser on a computer that is connected to your local network and TG389ac 2 Browse to your TG389ac web interface 3 In the Assistance card click the switch to put it in the position 4 Your TG389ac enables remote assistance and displays the connection details in the assistance card Pass the connection details to the person that will be accessing your TG389ac from the Internet How to access ...

Страница 39: ...35 4 TG389ac web interface DMS3 CTC 25 154 v1 0 How to disable remote assistance In the Assistance card click the switch to put it in the position ...

Страница 40: ...to change your password The Change Password page appears Type your current password in the first box type your new password and confirm it 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 you can easily remember If you forget your password the only option is to reset your TG389ac For ...

Страница 41: ... page 42 Devices 4 3 6 Devices on page 43 WAN Services 4 3 7 WAN Services on page 44 Firewall 4 3 8 Firewall on page 45 Telephony 4 3 9 Telephony on page 46 Diagnostics 4 3 10 Diagnostics on page 47 Assistance 4 3 11 Assistance on page 48 Mobile 3G 4G 4 3 12 Mobile 3G 4G on page 49 Management 4 3 13 Management on page 50 Content Sharing 4 3 14 Content Sharing on page 51 Button Description Click th...

Страница 42: ... page click the Gateway card header The Gateway page allows you to View basic information about your TG389ac View or change the time settings used by your TG389ac Restart your TG389ac Reset your TG389ac to factory defaults For more information see 8 4 Reset to factory defaults on page 69 Export your current configuration Import a previously saved configuration Upgrade the firmware of your TG389ac ...

Страница 43: ...s the current status of your broadband interface The Broadband page To open the Broadband page click the Broadband card header The Broadband page displays information about your broadband connection In the upper right corner you can click show advanced to Configure the broadband type View additional statistics ...

Страница 44: ... Internet Access switch In the Internet Access card header you can see whether your broadband interface is enabled or not If the switch is set to then your main Internet connection is enabled Clicking the switch will disable your main Internet connection then your main Internet connection is disabled Clicking the switch will enable your main Internet connection Viewing additional settings Click In...

Страница 45: ...n the Wireless page On the left of the Wireless page you can select the access point that you want to configure For each access point you can View or change the wireless interface settings View or change the access point settings Start a WPS push button configuration Generate a QR code to connect a wireless client Configuration examples In this Setup and User Guide you can find information on how ...

Страница 46: ...e local IP address and netmask of your TG389ac The Local Network page To open the Local Network page click the Local Network card header On the Local Network you can View or change the IP address of your TG389ac View or change the DHCP settings of your TG389ac Add or remove static DHCP leases for devices To view advanced settings click show advanced in the upper right corner ...

Страница 47: ...interface Viewing additional settings Click Devices card and click The Local network page appears and 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 59 To view update the list click refresh data in the upper right corner ...

Страница 48: ...s to run services on that device Viewing additional settings Click WAN services The WAN Services page appears and allows you to View or change the port forwarding rules View the active UPnP rules In the upper right corner you can click show advanced to Configure a DMZ host For more information see 6 2 DMZ on page 60 Enable or disable UPnP services Configure Dynamic DNS The dynamic DNS service allo...

Страница 49: ...the firewall 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 TG389ac and local network against intrusions The Firewall card The Firewall card displays current firewall level used Viewing additional settings Click Firewall The Firewall page appears and allows you to Change t...

Страница 50: ...tus 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 Manage the phone book For more information see 7 1 Phone book on page 62 View the call log For more information see 7 2 Viewing call logs on page 63 ...

Страница 51: ...e Diagnostics card displays the following troubleshooting tools Click on the icon to open the corresponding tool Alternatively you can click Diagnostics and then select the required tool Tool Function Run ping and trace route test Run connection checks View port state and network statistics ...

Страница 52: ... 25 154 v1 0 4 3 11 Assistance Introduction Remote assistance allows you to make your TG389ac web interface accessible from the Internet For more information see 4 1 2 Accessing your TG389ac from the Internet Remote Assistance on page 34 ...

Страница 53: ...automatically switch to the mobile Internet connection when your main Internet connection is down The Mobile card The Mobile card displays The status of your mobile connection The public IP address of the TG389ac The Mobile page To open the Mobile page click Mobile The Mobile page allows you to View information about the line and the mobile network status Configure you mobile connection For more i...

Страница 54: ... DMS3 CTC 25 154 v1 0 4 3 13 Management The Management card The Management page To open the Management page click Management The Management page allows you to Manage the user accounts of the TG389ac web interface View event logs ...

Страница 55: ...ng Introduction If you connect a USB storage device to the USB port of your TG389ac you can share the content on your USB storage device s with other devices that are connected to your local network mostly computers For more information see 5 Sharing content on page 53 ...

Страница 56: ...interface For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 5 The TG389ac prompts you to save your backup file 6 Save your file to a location of your choice Restoring your configuration Proceed as follows 1 Browse to your TG389ac web interface For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 2 ...

Страница 57: ...B storage devices via a USB hub Content Sharing Servers Your TG389ac 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 w...

Страница 58: ...atus you can change the following settings Samba name Your TG389ac will share the content to the Samba devices under this name Samba enabled Allows you to enable or disable the Samba file sharing server DLNA enabled Allows you to enable or disable the DLNA service DLNA name Your TG389ac will share the content with other DLNA devices under this name 3 When you click show advanced you will be able t...

Страница 59: ...d then click Network 2 The Network window appears Double click OPENWRT 3 The storage devices that are attached to your TG389ac are listed as folders 4 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 window Under SHARED cl...

Страница 60: ...igured in How to set up content sharing on page 54 Windows 10 Windows 8 and Windows 7 Windows 10 Windows 8 and Windows 7 have native support for DLNA They automatically detect DLNA and make your media files available for playback on your Windows Media Player and Windows Media Center Proceed as follows 1 Open File Explorer and then click Network 2 The Network window appears Under Media Devices you ...

Страница 61: ...ring content DMS3 CTC 25 154 v1 0 4 Windows Media Player starts up The DLNA media server of your TG389ac is listed in the tree structure on the left on the left This entry allows you to browse your media files ...

Страница 62: ...nternet security DMS3 CTC 25 154 v1 0 6 Internet security Overview The TG389ac offers various options to secure your network and network connection Topic Page 6 1 Time of Day ToD access control 59 6 2 DMZ 60 ...

Страница 63: ...ces page appears and lists all devices that have been connected to the TG389ac 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 at what time frames the device should have access the Internet Block if you want to specify at what time frames the device should...

Страница 64: ...amic IP address the device 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 unexpectedly be acting as the DMZ host How to configure a device as DMZ host 1 Browse to the TG389ac web interface For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 2 Click WAN Services ...

Страница 65: ...G389ac allows you to make phone calls via VoIP VoIP is a technology in which telephone calls are made over the Internet This allows you to save on communication costs especially for long distance calls With the TG389ac you can make VoIP calls using a regular phone In this chapter This chapter covers following topics Topic Page 7 1 Phone book 62 7 2 Viewing call logs 63 ...

Страница 66: ...ace can view and use the address book Accessing the Address Book page Proceed as follows 1 Browse to the TG389ac web interface For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 2 Click Telephony 3 The Telephony page appears Click the Phone Book tab 4 The Contacts table appears For each contact you can provide the following information First name ...

Страница 67: ...f the last Successful incoming calls Missed incoming calls Successful outgoing calls Failed outgoing calls How to view the call logs 1 Browse to the TG389ac web interface For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 2 Click Telephony 3 The Telephony page appears Click the Call Log tab ...

Страница 68: ...using your TG389ac If the suggestions do not resolve the problem contact your service provider Topics This chapter describes the following topics Topic Page 8 1 General TG389ac troubleshooting 65 8 2 Ethernet connection troubleshooting 66 8 2 Ethernet connection troubleshooting 66 8 3 Wireless connection troubleshooting 67 8 4 Reset to factory defaults 69 ...

Страница 69: ...TG389ac device The TG389ac is turned on via the push button or rocker switch on the back panel TG389ac unreachable If you cannot access your TG389ac via your web browser you might consider a hardware reset as described in 8 4 Reset to factory defaults on page 69 The power requirements for your TG389ac are clearly indicated on the identification label of the TG389ac Only use the power supply unit t...

Страница 70: ...eshooting Ethernet LED does not light up Make sure that The Ethernet cable is correctly connected to the Ethernet port on your TG389ac and your computer You are using the correct cable type for your Ethernet equipment which is at least UTP CAT5 with RJ 45 connectors ...

Страница 71: ...oint list Make sure that the TG389ac wireless interface is enabled a Browse to the TG389ac web interface For more information see 4 1 1 Accessing the TG389ac web interface from your local network on page 33 b In the Wireless card header make sure that the switch is If the signal is low or not available try to reposition the TG389ac for optimal performance Change the wireless channel The TG389ac ac...

Страница 72: ... your wireless client via WPS try one of the following The WPS session only lasts 2 minutes make sure to press the WPS button on both devices within this time slot Wait until the WPS LEDs of the TG389ac and other devices are off and then try again Move the devices closer to each other Make sure that WPS is enabled on the TG389ac Proceed as follows a Browse to the TG389ac web interface For more inf...

Страница 73: ...network on page 33 2 Click Gateway The Gateway page appears 3 Click Reset 4 The TG389ac restores the factory default configuration and restarts Reset the TG389ac via the Reset button Proceed as follows 1 Make sure the TG389ac is turned on 2 Push the Reset button for at least 7 seconds and then release it 3 The TG389ac restarts A reset to factory default settings deletes all configuration changes y...

Страница 74: ...renced are service marks trademarks or registered trademarks of their respective companies Specifications subject to change without notice DMS3 CTC 25 154 v1 0 TECHNICOLOR DELIVERY TECHNOLOGIES 1 5 rue Jeanne d Arc 92130 Issy les Moulineaux France www technicolor com ...

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