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                                                                               Chapter  4

 

Troubleshooting and Technical 
Support

Chapter Overview

This chapter:

• Provides troubleshooting tips for common problems

• Tells you how to perform a self-test on GateLock

• Presents various on-line resources provided by Trend Micro, where you can 

register your product, test it and find additional information

• Tells you how you can contact Trend Micro if you need to speak with a support 

engineer

Troubleshooting

This section lists possible solutions to problems that might arise while installing, 
configuring, or using GateLock.

Ethernet Cables

GateLock’s ports are wired similar to a network adapter’s port. First, check if all 
connected devices are powered on. Then verify if the cables are properly connected 
as described in Chapter 2.     

Содержание Gatelock X200

Страница 1: ......

Страница 2: ......

Страница 3: ...TrendLabs are registered trademarks of Trend Micro Incorporated and are registered in certain jurisdictions All other brand and product names are trademarks or registered trademarks of their respecti...

Страница 4: ...GateLock s specific features is available in the online help file and online Solution Bank at Trend Micro s Web site At Trend Micro we are always seeking to improve our documentation If you have quest...

Страница 5: ...of GateLock s Back Panel 1 4 Power Input 1 5 Reset Self Test Button 1 5 Internet Port 1 6 Hub PC Switch 1 6 PC Hub Port 1 6 Indicator Lights on GateLock s Front Panel 1 7 Power 1 7 Antivirus 1 8 Anti...

Страница 6: ...ions 3 8 Connection 3 10 Connection Settings 3 10 On Demand Connection 3 11 ISP Requirements 3 12 Security 3 14 Antivirus Options 3 14 Antivirus Logs 3 18 Anti Hacker Options 3 18 Anti Hacker Logs 3 2...

Страница 7: ...tionBank Knowledge Base 4 8 TrendLabs 4 10 Sending Your Infected Files to Trend Micro 4 11 Appendix Viewing your MAC address A 1 On a Windows 95 98 machine A 1 On a Windows NT 2000 machine A 2 Setting...

Страница 8: ...Trend Micro GateLock User s Guide iv...

Страница 9: ...is an all in one plug and play Internet security appliance designed for home and small office home office SOHO networks that use a broadband connection GateLock protects you from hackers with its pow...

Страница 10: ...details of up to 30 of the most recently detected viruses and component updates Sharing Capability Your GateLock also functions as a router that makes it very easy for you to set up your home network...

Страница 11: ...Internet Provides robust anti hacker protection and customizable intrusion detection and network traffic control rules Sends email notifications for suspected hacker attacks and available GateLock so...

Страница 12: ...GateLock port to Ethernet port on PC or Uplink port on hub switch Trend Micro GateLock Quick Installation Guide This Trend Micro GateLock User s Guide Layout of GateLock s Back Panel Figure 1 2 shows...

Страница 13: ...GateLock s configuration values will be restored to its default values To prevent accidental activation the Reset button is slightly recessed within the rear GateLock panel To reach the Reset button...

Страница 14: ...lock with a hub which is connected to multiple PCs move the switch to the HUB side However if you will be using GateLock with a router you should move the switch to the PC side A hub is different from...

Страница 15: ...of your GateLock unit The five LEDs on the front panel are Power Antivirus Anti Hacker PC Hub Internet Power When GateLock is connected to a power source the Power LED will be illuminated The Power L...

Страница 16: ...affic according to GateLock s internal pre defined rules and make your PC or network invisible from outside See Anti Hacker Options on page 3 18 to learn how to change this setting When GateLock detec...

Страница 17: ...this indicates that a network cable is plugged into the Internet port If it is off it indicates that the network cable is unplugged from the Internet port If the Internet LED is blinking this means th...

Страница 18: ...Trend Micro GateLock User s Guide 1 10...

Страница 19: ...tarting on page A 3 You may have to follow a different procedure to be able to connect to the Internet Before Installing GateLock Before you set up and connect your GateLock to your PC or hub there ar...

Страница 20: ...ntrol Panel 3 Double click the Network icon in the Control Panel window The Network window appears FIGURE 2 1 Select TCP IP in the Configuration Tab 4 Display the Configuration tab of the Network wind...

Страница 21: ...erties Configuring your DHCP settings After ensuring that every PC you wish to use in conjunction with GateLock has TCP IP running as its active network protocol you need to configure your DHCP settin...

Страница 22: ...2 5 Select Obtain an IP address automatically 6 Make sure the Obtain an IP address automatically button is selected This will ensure that your PC will get its IP address from GateLock via DHCP Dynamic...

Страница 23: ...must be between 192 168 253 2 to 192 168 253 99 or 192 168 253 132 to 192 168 253 254 and the subnet mask 255 255 255 0 7 Click the WINS Configuration tab in the TCP IP Properties window and select Di...

Страница 24: ...lled 9 Click the DNS Configuration tab and make sure the Disable DNS button is selected FIGURE 2 8 Select Disable DNS 10 Click OK which will close the TCP IP Properties window and at the same time wil...

Страница 25: ...ADSL SDSL IDSL or VDSL modem or cable modem If you are using GateLock to connect multiple PCs to the Internet you will need a hub The hub is not included in the GateLock package You can purchase it at...

Страница 26: ...GateLock to your xDSL or cable modem using your old network cable a Plug one end of the network cable into the Internet port on GateLock s rear panel b Plug the other end of the network cable into yo...

Страница 27: ...ur GateLock to the PWR port on the back panel and plug the other end into a power socket Step 2 Make Sure Your PC Can Talk to GateLock For each PC that is directly connected to GateLock or indirectly...

Страница 28: ...in Your Browser on page A 2 Toggle the HUB PC dip switch on GateLock s rear panel and repeat Steps 1 and 2 For further assistance contact your GateLock dealer If you see the Welcome screen of the con...

Страница 29: ...a Quick Setup wizard that makes changes after asking questions about your environment For those who have to perform advanced setup tasks or who want to change GateLock s settings hyperlinks on the si...

Страница 30: ...s http 192 168 253 1 2 Press the Enter key Your Web browser will display GateLock s Welcome screen FIGURE 3 1 The Welcome Screen 3 Click Quick Setup on the sidebar The Quick Setup screen loads There a...

Страница 31: ...creen opens when you click Quick Setup on the sidebar It allows you to easily set up your GateLock by providing you step by step onscreen instructions Specifying how GateLock obtain its IP address Cli...

Страница 32: ...P Click Do not connect automatically if you want to manually connect to your ISP whenever you are disconnected This option is selected by default Click Disconnect if idle for __ minutes if you want Ga...

Страница 33: ...ven if you turn off your PC as long as GateLock is on You will only be automatically disconnected when the maximum idle time you have specified is reached Static IP Address If your ISP has assigned yo...

Страница 34: ...or detailed instructions on how to set the TCP IP Properties see Configuring your DHCP settings starting on page 2 3 FIGURE 3 6 Quick Setup Static IP Address Screen 2 Click Next after you finish typin...

Страница 35: ...successfully connect to the Internet If you are not required by your ISP to provide this information DO NOT specify any MAC address or host name MAC Address A MAC address is the unique hardware numbe...

Страница 36: ...nce to Email Notification Options Email Notification Options You can configure GateLock to send you email notifications about suspected hacker attacks and available GateLock software updates Although...

Страница 37: ...message that you will receive from GateLock 4 Click the Available Software Updates check box if you want to receive information about new software versions of GateLock Click the sample email hyperlink...

Страница 38: ...page 3 33 After you complete Quick Setup and finish registering your GateLock online you may close the GateLock configuration console by closing your browser window or perform other configuration tas...

Страница 39: ...ields provided See Static IP Address on page 3 5 for details Click PPPoE xDSL if you use PPPoE to connect your ISP Type Your email address and the Password you use to connect to the Internet Indicate...

Страница 40: ...the page If you are connected from the Internet and want to disconnect click Disconnect at the bottom of the page FIGURE 3 12 On Demand Connection Connection Settings Information ISP Requirements Use...

Страница 41: ...me Information To open the ISP Requirements screen 1 Click Connection ISP Requirements on the sidebar The ISP Requirements page loads 2 Modify the MAC address or host name information 3 Click Apply to...

Страница 42: ...protection or change the action GateLock will take when a virus is detected in your incoming and outgoing email messages We recommend that you keep the antivirus protection enabled to secure your comp...

Страница 43: ...environment protected against viruses If you keep POP3 and SMTP mail scanning enabled you must specify the action that GateLock will take when it detects a virus in your email messages 1 Specify the...

Страница 44: ...ectiveness of a server based antivirus application to home users via the Internet Using HouseCall with GateLock guarantees superior protection against viruses While GateLock scans your SMTP and POP3 m...

Страница 45: ...e harm it can do to your PC Click Clean to remove the virus code from the file If you want HouseCall to automatically clean infected files when they are detected select the Auto Clean check box Certai...

Страница 46: ...ortant security feature of GateLock is anti hacker protection It can protect your computer from hacker attacks with its built in firewall and intrusion detection features GateLock uses port blocking t...

Страница 47: ...minimum anti hacker features At this security level the entry points of your computer are visible to users outside your network GateLock cannot block all hacker attacks and will not record suspected...

Страница 48: ...iew your anti hacker logs click Security Anti Hacker Logs The log loads displaying the most recent suspected hacker attacks that were detected by GateLock The record includes the date and time of the...

Страница 49: ...for GateLock to check for updates To check for available updates 1 Click Update Product Update GateLock will automatically connect to Trend Micro s Internet update site and look for new GateLock comp...

Страница 50: ...ailable updates Note When attempting to download GateLock updates make sure you can connect to the Internet Update History You can track how many times you have updated your GateLock components by acc...

Страница 51: ...tection To control access to the GateLock configuration console you can enable password protection This will ensure that only you can change GateLock s settings thus allowing you to continually secure...

Страница 52: ...ettings if you ever forget to log off the configuration console Time Zone For GateLock to accurately record the date and time in its antivirus and anti hacker logs you need to specify your correct tim...

Страница 53: ...ng the Advanced hyperlink on the sidebar loads 2 hyperlinks that allow you configure GateLock s advanced options IP Port Forwarding and Network Traffic Control IP Port Forwarding If you are connecting...

Страница 54: ...t Forwarding Adding a Service Adding a service The Add Service screen shown in Figure 3 27 is where you assign a port for an Internet service that you want to publish 1 Choose the type of service that...

Страница 55: ...ill direct connection requests for this Internet service to this IP address c If there are specific IP addresses that you want to prevent from accessing the service you are publishing add these IP add...

Страница 56: ...ress d If there are specific Web addresses or IP addresses that you do not want to access the service you are publishing add these sources in the Deny Service List You can choose to Reject or Drop the...

Страница 57: ...description for the service You may also add or delete Web or IP addresses to the Deny Service List 3 Click Save when finished 4 Click Apply Changes to save your changes Network Traffic Control In add...

Страница 58: ...digit or set of digits of the IP address If you want to apply the rule to all PCs on your network type the wildcard character which is the asterisk symbol In Protocol specify the type of protocol to...

Страница 59: ...have created as shown in Figure 3 31 FIGURE 3 30 Network Traffic Control Viewing Rules That Have Been Added 5 Set the Priority for your rules by clicking the or button The topmost rule in the table s...

Страница 60: ...ports or the specified Action 3 Click Modify when finished 4 Click Apply Changes to save your changes FIGURE 3 31 Network Traffic Control Modifying a Rule Support Information If you have any question...

Страница 61: ...experiencing Then click Send Online Registration Your GateLock comes with one year free software upgrades and maintenance service However you must register your GateLock online before you can receive...

Страница 62: ...tration form shown in Figure 3 34 2 Type your First name Last name Email address and Telephone number in the fields provided and select your Country from the drop down menu This is required informatio...

Страница 63: ...The Button Bar Online Help When you click the Online Help button a new Web browser window opens It contains a link that allows you to access HTML based help files about all of GateLock s main function...

Страница 64: ...3 37 The About Screen Log Off Clicking the Log Off button closes the configuration console and loads the screen shown in Figure 3 38 To open the configuration console again click the Logon Page butto...

Страница 65: ...roduct test it and find additional information Tells you how you can contact Trend Micro if you need to speak with a support engineer Troubleshooting This section lists possible solutions to problems...

Страница 66: ...owser s address bar and your Web browser will take you to the Trend Micro home page In addition sometimes an Internet Service Provider will shorten the server address to a single word to make it easie...

Страница 67: ...URE 4 1 Using PING to Determine the IP Address for a Sample Mail Server The example tells you the IP address of your ISP s mail server Now to determine the Web address of this IP address precede it wi...

Страница 68: ...red to connect to your ISP If you can successfully PING your ISP s gateway but cannot PING a site on the Internet the problem is probably located within the ISP Performing A Self Test On GateLock Your...

Страница 69: ...your GateLock has a hardware problem Call your GateLock vendor or contact Trend Micro s support center 3 If you want to use GateLock after self test is complete restart GateLock by unplugging the powe...

Страница 70: ...lley Trend Micro Inc 10101 N De Anza Blvd Cupertino CA 95014 Please register your software before contacting our offices for support Use any of the four easy ways to register Register online from the...

Страница 71: ...ave installed and configured GateLock you can check its antivirus function and see how it handles viruses The European Institute of Computer Antivirus Research EICAR along with antivirus vendors has d...

Страница 72: ...nd malicious mobile code are currently in the wild or active Computer virus hoaxes A list of computer virus advisories Virus weekly report Trend Micro s Virus Encyclopedia which includes a comprehensi...

Страница 73: ...ay be accessed using Internet Explorer versions 4 0 or later and Netscape Navigator version 4 5 or later Just sign up by entering your email address name phone number and company The contents of Solut...

Страница 74: ...ry Trend Micro customer with service and support 24x7x365 FIGURE 4 6 Global Antivirus Research and Support Center You can rely on the following post sales service Regular virus pattern updates for all...

Страница 75: ...send the suspected file to TrendLabs at virus_doctor trendmicro com Please include in the message text a brief description of the symptoms you are experiencing Our team of virus engineers will dissect...

Страница 76: ...Trend Micro GateLock User s Guide 4 12...

Страница 77: ...ironmental specifications Provides a glossary of terms used in this document Viewing your MAC address You have to find out your computer s MAC address before entering it into the GateLock console Choo...

Страница 78: ...is a private IP address it is important that you set up your proxy server setting correctly You can either Disable the proxy server setting OR Use a proxy server but make 192 168 253 1 an exception Di...

Страница 79: ...ress then click OK On Netscape 1 Select Preferences from the Edit Menu 2 In the left frame click Advanced then click Proxies under Advanced 3 Select Manual Proxy Configuration 4 In the Exceptions fiel...

Страница 80: ...s power adapter into a power source 5 Plug your router s power adapter into a power source 6 Verify that PC you will use to configure GateLock s connection settings is using DHCP Then restart this PC...

Страница 81: ...IP address automatically DHCP if you want your router to automatically assign an IP address to each of your PCs If you can only use static IP address configure your router settings to LAN IP address...

Страница 82: ...s when retrieving mail or connecting to servers 2 I want to save a virus notification for an infected Webmail attachment on Netscape for reference I tried right clicking the attachment and using Save...

Страница 83: ...ur Web browser to open your Hotmail messages 7 GateLock works well with ICQ messaging but not with ICQ File Transfer How do I fix this You must use IP Port Forwarding to make ICQ File Transfer work wi...

Страница 84: ...Internet Explorer s menu bar The Internet Options window opens ii Click the Advanced tab iii Under HTTP 1 1 settings clear the Use HTTP 1 1 check box iv Click OK 9 POP3 SMTP and HTTP are normally ass...

Страница 85: ...Micro s Web site at www antivirus com If your Internet connection has no problem but you get the Unknown error message on the GateLock configuration console the files on the Trend Micro update server...

Страница 86: ...aseT 802 3u 100BaseTX Local PC HUB Port 10 100BaseT RJ 45 Ethernet Uplink Internet Port 10 100BaseT Broadband Cable Type 10BaseT Category 3 or 5 UTP STP 100BaseTX Category 5 UTP STP Speed WAN Router 1...

Страница 87: ...lograms Gross Weight 1 15 kilograms Certifications FCC Class B CE Mark Commercial Operating Temperature 0 to 40 degrees Celsius 32 to 104 degrees F Operating Humidity 10 to 80 non condensing Storage T...

Страница 88: ...o serial data It then sends the data via 10BASE T cable on the LAN in packet format Also referred to as a Network Interface Card NIC Gateway IP The IP address of the gateway device that allows GateLoc...

Страница 89: ...nected to a private local area network is never made public on the Internet In addition to this protection NAT provides another benefit to users of GateLock If you are using a cable xDSL modem and hav...

Страница 90: ...Trend Micro GateLock User s Guide A 14...

Страница 91: ...virus func tion 4 7 Using HouseCall 3 16 Webmail scanning 3 14 B Button bar About 3 36 Log off 3 36 Online Help 3 35 Security 3 35 Support 3 35 C Configuration console Layout 3 1 Opening 3 2 Connectin...

Страница 92: ...ovider IP address via DHCP 3 7 IP Address Defined A 12 Determining using PING 4 3 Dynamic A 13 Static A 13 IP Address of GateLock 2 9 3 2 A 2 M Maximum Idle Time field 3 4 N NAT Network Address Transl...

Страница 93: ...3 23 Time Zone 3 24 SolutionBank Knowledge Base 4 8 Static IP Address 3 5 Static IP address A 13 Static IP Address screen 3 6 Subnet Mask defined A 13 Support Information 3 32 T TCP IP Properties win...

Страница 94: ...Trend Micro GateLock User s Guide I 4...

Страница 95: ...ncorporated 10101 N De Anza Blvd 2nd Floor Cupertino CA 95014 USA www antivirus com For Sales Tel 1 800 228 5651 US and Canada Tel 1 408 257 1500 outside US and Canada Fax 1 408 257 2003 Item Code GLE...

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