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E-DOC-CTC-20080118-0035 v4.0

39

5

Troubleshooting

5

Troubleshooting

Introduction

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

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

www.thomson.net

or contact

your service provider.

Topics

This chapter describes the following topics:

Topic

Page

Setup Troubleshooting

General Thomson Gateway Troubleshooting

Reset to Factory Defaults

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Содержание TG608

Страница 1: ...P o w e r E th e rn e t W L A N P lu g i n D S L In te rn e t Setup and User Guide THOMSON TG608 Business DSL Router ...

Страница 2: ......

Страница 3: ...THOMSON TG608 Setup and User Guide ...

Страница 4: ... the Wi Fi Alliance UPnP is a certification mark of the UPnP Implementers Corporation 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 Microsoft MS DOS Windows Windows NT and Windows Vista are either registered trademarks o...

Страница 5: ...3 Backing Up Restoring your Configuration 20 3 Thomson Gateway Tools 21 3 1 UPnP 22 3 1 1 Accessing Your Thomson Gateway with UPnP 23 3 1 2 Managing your Internet connection with UPnP 24 3 1 3 Configuring UPnP on the Thomson Gateway 25 3 1 4 Installing UPnP on Windows XP 26 3 2 Assigning a service HTTP FTP to a Computer 28 3 3 Dynamic DNS 30 4 Internet Security 31 4 1 Firewall 32 4 2 Web Site Filt...

Страница 6: ...E DOC CTC 20080118 0035 v4 0 ii Contents 5 3 Connection Troubleshooting 42 5 4 Reset to Factory Defaults 43 ...

Страница 7: ...1 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 co...

Страница 8: ...E DOC CTC 20080118 0035 v4 0 2 About this Setup and User Guide ...

Страница 9: ...ur Thomson Gateway you will be able to benefit from all the services offered by your Thomson Gateway This Setup and User Guide will focus on the following features Broadband Internet connection The first chapter describes how to connect your Thomson Gateway to the Internet Useful networking tools like UPnP Dynamic DNS and many more For more information see 3 Thomson Gateway Tools on page 21 Intern...

Страница 10: ...ound when using your phone Filters and splitters To split the DSL signal from the telephone line you can use one of the following solutions A splitter that splits the telephone signal into a DSL and Voice signal A filter between your telephone outlet and your phone This filter removes the DSL signal and passes the Voice signal Wired connection If you want to connect one or more computer using a wi...

Страница 11: ...he 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 Optionally your service provider may indicate the service profile t...

Страница 12: ...et up your Thomson Gateway Guided Installation The Setup wizard included on the Setup CD will guide you through all configuration aspects of your Thomson Gateway This is the recommended way to install your Thomson Gateway Manual Installation The Setup and User Guide will first help you to connect your computer to the Thomson Gateway After this is done you can configure your Thomson Gateway using y...

Страница 13: ...Starting the wizard To start the wizard 1 Insert the Setup CD into your computer s CD or DVD ROM drive 2 If your computer runs Microsoft Windows The CD should autostart If the CD does not autostart see The Setup CD does not start automatically on page 40 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...

Страница 14: ...you are connected to the Internet Visit thomson net to visit the online support sections In case of problems If you encounter problems during this installation please refer to 5 1 Setup Troubleshooting on page 40 If you reconfigure your Thomson Gateway via the CD menu the Thomson Gateway will be reconfigured from scratch All your current settings will be lost If you only want to make small changes...

Страница 15: ...ble in the grey DSL port on the back of your Thomson Gateway 3 If you are Using a splitter plug the other end of the cable into the Modem ADSL out put of your splitter Not using a splitter plug the other end of the cable directly in the wall outlet For more information about splitters see Filters and splitters on page 4 Power on the Thomson Gateway Proceed as follows 1 Connect the power cord to th...

Страница 16: ...our 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 Thomson Gateway 4 The Easy Setup wizard appears This wizard will guide you through the configuration of your Thomson Gateway Click Next and follow the instructions ...

Страница 17: ...lly 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 ports 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 additional configurat...

Страница 18: ...E DOC CTC 20080118 0035 v4 0 12 1 Installation ...

Страница 19: ...OC CTC 20080118 0035 v4 0 13 2 Thomson Gateway Basics 2 Thomson Gateway Basics In this chapter Topic Page Thomson Gateway LED Behaviour 14 Thomson Gateway GUI 17 Backing Up Restoring your Configuration 20 ...

Страница 20: ...E DOC CTC 20080118 0035 v4 0 14 2 Thomson Gateway Basics 2 1 Thomson Gateway LED Behaviour Content This chapter describes the behaviour of Status LEDs Ethernet LEDs ...

Страница 21: ... on self test failed indicating device malfunction Orange Blinking Bootloader active during upgrade Off Power off Colour State Description Green Solid on Ethernet connection no activity Blinking Ethernet activity Off No Ethernet connection Colour State Description Green Solid on DSL line synchronised Blinking Pending DSL line synchronisation Off No DSL line Colour State Description Green Solid on ...

Страница 22: ...LEDs Ethernet LEDs Indicator LED Status Description Label Name 1 Integrity Activity Off No connection on this port Solid on Ethernet link up Blinking Data is flowing from to this port 2 10 100Base T Off 10Base T Ethernet connection Solid on 100Base T Ethernet connection 2 1 ...

Страница 23: ...llows 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 GUI appears Access the Thomson Gateway via UPnP You can also access the Th...

Страница 24: ...homson Gateway Broadband Connection Allows you to view configure your broadband connections Toolbox Allows you to configure the network services and Internet security settings of your Thomson Gateway Office Network Allows you to manage your local network Help Allows you to view context related help information Label Description 1 Menu 2 Display level 3 Language bar 4 Login section 5 Navigation bar...

Страница 25: ...r name you can Change your password Switch to another user Navigation bar The location bar displays your current position on the Thomson Gateway GUI Notification area The notification 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 informat...

Страница 26: ... Restore Configuration 4 Under Backup current configuration click Backup Configuration Now 5 The Thomson Gateway prompts you to save your backup file 6 Save your file to a location of your choice Warning Do not edit the backup files this may result in corrupt files making them worthless as a configuration backup Restoring your configuration Proceed as follows 1 Browse to the Thomson Gateway GUI 2 ...

Страница 27: ...ll take a closer look at following features Feature availability Depending on the configuration offered by your service provider some features may not be available on your Thomson Gateway For more information contact your service provider Topic Page UPnP 22 Assigning a service HTTP FTP to a Computer 28 Dynamic DNS 30 ...

Страница 28: ...or more information see 3 1 1 Accessing Your Thomson Gateway with UPnP on page 23 You can connect disconnect without having to open the Thomson Gateway GUI For more information see 3 1 2 Managing your Internet connection with UPnP on page 24 You do not have to manually create port mappings to run services on a computer The automatic port configuration mechanism for UPnP enabled games and applicati...

Страница 29: ... 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 GUI 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 GUI appears ...

Страница 30: ...t 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 you right click the Internet Connection icon you can connect disconnect your connection to the Inter...

Страница 31: ...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 GUI Address translation mappings can only be added or changed via UPnP for the host...

Страница 32: ...emove 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 Windows Compone...

Страница 33: ... 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 installation and foll...

Страница 34: ... 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 the Thomson Gateway has to decide to which computer he s...

Страница 35: ...cific game or application it has to forward these messages to a specific computer Proceed as follows to do so 1 Browse to the Thomson Gateway GUI 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 ...

Страница 36: ...ce provider For example www dyndns org www no ip com www dtdns com Procedure Proceed as follows 1 Browse to the Thomson Gateway GUI 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 name and password ...

Страница 37: ...E DOC CTC 20080118 0035 v4 0 31 4 Internet Security 4 Internet Security Overview The Thomson Gateway offers you various options to secure your network Topic Page Firewall 32 Web Site Filtering 33 ...

Страница 38: ... to adjusted the firewall to your needs The Firewall is disabled by default Changing the security level Proceed as follows 1 Browse to the Thomson Gateway GUI 2 On the Toolbox menu click Firewall 3 The Firewall page appears In the upper right corner click Configure 4 A list with security settings with a brief description is displayed 5 Select the security level of your choice and click Apply ...

Страница 39: ...based on their content category for example pornography instead of their URL This way you only need to select the appropriate categories 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 specific catego...

Страница 40: ...35 6 If you want to make exceptions for specific web sites add the necessary rules in the address based filter For more information see 4 2 2 Adding Rules for the Address Based Filter on page 36 Option 2 address based filter only Take this option if content filtering is not available on your Thomson Gateway or you don t want to use it To configure address based filtering 1 Browse to the Thomson Ga...

Страница 41: ...next to the content level If needed you can change the Name Description and Configuration of the content level 4 Click Apply after you have made your changes Creating your own content level Proceed as follows 1 In the Pick a task list click Create a new content level 2 Enter a Name and Description for your content level and click Next 3 Under Configuration select Clone Existing Level if you want t...

Страница 42: ... specific web site Proceed as follows 1 Browse to the Thomson Gateway GUI 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 block for example mail provider com in the Web Site box 5 In the Action list click Block 6 Click Add Allow access to a specific web site Proceed as follows 1 Browse to the T...

Страница 43: ...e mycompany com internetpolicy htm in the Redirect box 7 Click Add Redirect all web sites Proceed as follows 1 Browse to the Thomson Gateway GUI 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 i...

Страница 44: ...E DOC CTC 20080118 0035 v4 0 38 4 Internet Security ...

Страница 45: ...r while installing configuring or using your Thomson Gateway If the suggestions do not resolve the problem look at the support pages on www thomson net or contact your service provider Topics This chapter describes the following topics Topic Page Setup Troubleshooting 40 General Thomson Gateway Troubleshooting 41 Reset to Factory Defaults 43 ...

Страница 46: ...ck the CD icon 2 Double click Menu Your Thomson Gateway has not been found If you see this error during setup make sure that 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 Thomson G...

Страница 47: ...ce Provider The Internet LED does not light up Make sure that your user name and password are correct Proceed as follows 1 Browse to the Thomson Gateway GUI 2 On the Broadband menu click Internet Services 3 Under Internet click View More 4 Check your user name 5 Re enter your password 6 Click Connect Thomson Gateway unreachable If your Thomson Gateway cannot be reached you might consider a hardwar...

Страница 48: ...roubleshooting 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 UTP CAT5 with RJ 45 connectors ...

Страница 49: ...e needed Methods You can choose between Resetting the Thomson Gateway via the Thomson Gateway GUI Reset the Thomson Gateway via the Reset button Resetting the Thomson Gateway via the Thomson Gateway GUI Proceed as follows 1 Browse to the Thomson Gateway GUI 2 On the Thomson Gateway menu click Configuration 3 In the Pick a task list click Reset my Thomson Gateway 4 The Thomson Gateway restores the ...

Страница 50: ...ay is turned on 2 Push the Reset button 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 Reset ON OFF 2 3 4 1 Console 22V DC ...

Страница 51: ......

Страница 52: ...THOMSON Telecom Belgium Prins Boudewijnlaan 47 2650 Edegem Belgium www thomson net THOMSON 2010 All rights reserved E DOC CTC 20080118 0035 v4 0 ...

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