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Chapter 4

Troubleshooting and Technical
Support

This chapter:

• Provides troubleshooting tips for common problems

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

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

• 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

Страница 1: ...Trend Micro GateLock Getting Started Guide...

Страница 2: ......

Страница 3: ...PC Hub Port 1 5 Internet Port 1 5 Reset Button 1 5 Power Input 1 6 Indicator Lights on Front Panel 1 6 Power 1 7 Antivirus 1 7 Anti Hacker 1 7 Internet 1 7 PC HUB 1 7 Chapter 2 Installing GateLock Req...

Страница 4: ...ate 3 21 Product Update 3 21 Update History 3 22 Settings 3 23 Email Notification 3 23 Password Protection 3 24 Time Zone 3 25 Advanced 3 26 IP Port Forwarding 3 26 Network Traffic Control 3 31 Suppor...

Страница 5: ...roxy Servers in Your Browser A 1 Disabling the Proxy Server using Internet Explorer A 1 Enabling the Proxy Server with an Exception using Internet Explorer A 2 Disabling the Proxy Server using Netscap...

Страница 6: ...Trend Micro GateLock Getting Started Guide iv...

Страница 7: ...t and to the products described herein without any obligation to notify any person or entity of such changes Trend Micro GateLock is a registered trademark of Trend Micro Incorporated All other brand...

Страница 8: ...ecific features within the software are 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 ha...

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

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

Страница 11: ...and available GateLock software updates Internet access sharing Multiple PCs up to 32 computers can access the Internet through a single xDSL or cable modem line Network Address Translation with only...

Страница 12: ...eLock port to Ethernet port on PC or Uplink port on hub switch This GateLock Getting Started Guide Layout of GateLock s Back Panel Figure 1 2 shows the back panel of your GateLock unit This is where y...

Страница 13: ...one end of this cable to GateLock s PC Hub port and connect the other end to the Ethernet port on the PC or Hub Internet Port This is where you will connect your cable or xDSL modem Connect one end o...

Страница 14: ...kage Output 5 volt direct current 3 amperes Indicator Lights on Front Panel Shown below is the front panel of the GateLock box This is where the various indicator lights are located All indicator ligh...

Страница 15: ...how to change this setting Anti Hacker If GateLock s Anti Hacker feature is enabled the Anti Hacker light will be illuminated By default the Anti Hacker function is enabled and will block unsolicited...

Страница 16: ...Trend Micro GateLock Getting Started Guide 1 8...

Страница 17: ...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 most computer...

Страница 18: ...work cable that comes with your GateLock package a Plug one end of the red network cable into the Internet port on GateLock s rear panel b Plug the other end of the red network cable into your xDSL or...

Страница 19: ...n the rear panel and plug the other end into a power socket Step 2 of 2 Make Sure Your PC Can Talk to GateLock For each PC that is directly connected to GateLock or indirectly connected to GateLock th...

Страница 20: ...rvers in Your Browser on page A 1 Toggle the PC HUB dipswitch 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...

Страница 21: ...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 sidebar have been provided for eas...

Страница 22: ...owser will display the first setup screen as shown in Figure 3 1 FIGURE 3 1 GateLock s Welcome Screen 3 GateLock ships with a blank password by default Simply click Enter to open the configuration con...

Страница 23: ...asily set up GateLock by providing you with step by step onscreen instructions Specify how GateLock will obtain its IP address Click one of the three option buttons on this screen Metered xDSL Static...

Страница 24: ...en Metered xDSL If you are an xDSL broadband user and your Internet Service Provider uses PPPoE Point to Point Protocol over Ethernet click the Metered xDSL button Remember to remove any existing PPPo...

Страница 25: ...y for the specified length of time Using the drop down menu you can change the default length of time to any of these 5 minutes 10 minutes 30 minutes or 1 hour Click Disable maximum idle time if you d...

Страница 26: ...nnection using On Demand Connection on GateLock s configuration console You will stay connected to the Internet even if you turn off your PC as long as GateLock is on You will only be automatically di...

Страница 27: ...till select Obtain an IP address automatically in your PC s TCP IP Properties GateLock will automatically assign each of your PC an IP address between 192 168 1 100 and 192 168 1 131 For detailed inst...

Страница 28: ...teway primary DNS and secondary DNS You must use GateLock s setup screens to specify this information so that it can be recognized by GateLock Tip Dynamic IP Address Selecting Dynamic IP address means...

Страница 29: ...nd you should now be able to connect to the Internet You can confirm this by successfully connecting to http www antivirus com with your Web browser Antivirus Options One of GateLock s powerful featur...

Страница 30: ...protection on you must specify the action that GateLock will take when it detects a virus in your email messages 1 Specify the action that you want GateLock to take if it finds a virus in your email m...

Страница 31: ...thing to it 2 Click Next to save your antivirus protection settings The information screen shown in Figure 3 10 appears displaying the settings you have just saved FIGURE 3 10 Antivirus Protection inf...

Страница 32: ...er attacks Click Low if you want to use minimum firewall features 2 Click Next The anti hacker information screen loads as shown in Figure 3 11 FIGURE 3 11 Anti Hacker Protection information screen 3...

Страница 33: ...e your email address es in the field provided This is where GateLock will send the email notifications If you are typing more than one email address separate each entry with a semicolon e g mail1 isp...

Страница 34: ...playing the information you have just provided This information has already been saved FIGURE 3 13 Email Notification information screen 7 Click Next to open the next configuration screen Online Regis...

Страница 35: ...teLock 1 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 information We recommend that you als...

Страница 36: ...ion Successful screen 3 The screen shown in Figure 3 15 will appear if your registration successfully completed After a few seconds a second screen shown in Figure 3 16 will load informing you that yo...

Страница 37: ...llows you to change your Quick Setup configuration about how GateLock obtains its IP address For example assume that you were using a dynamic IP address to connect to the Internet but later decided to...

Страница 38: ...utomatically connect to your ISP if disconnected and if you want it to automatically disconnect your Internet connection when there is no activity for a specified length of time See Metered xDSL on pa...

Страница 39: ...Logs Antivirus Options Antivirus Options allows you to change your antivirus protection settings You can disable GateLock s antivirus protection or change the action GateLock will take when a virus is...

Страница 40: ...he sender and the other recipient s and the name of the file that contained the virus FIGURE 3 19 Sample of an Antivirus Log Anti Hacker Options Anti Hacker Options allows you to change your anti hack...

Страница 41: ...date hyperlink on the sidebar loads 2 more hyperlinks Product Update and Update History Product Update To maintain up to date antivirus and anti hacker protection you should regularly update your Gate...

Страница 42: ...x will show the message No available updates FIGURE 3 21 The Product Update screen If you want GateLock to automatically check for and download available updates whenever you are connected to the Inte...

Страница 43: ...Email Notification Email Notification allows you to change your settings for receiving email messages about detected hacker attacks or available software updates To open the email notification screen...

Страница 44: ...ock s settings thus allowing you to continually secure your computing or network environment To enable the GateLock console s password protection 1 Click Settings Password Protection on the sidebar 2...

Страница 45: ...ection screen Time Zone For accurately recording of the date and time on GateLock s various logs you need to specify your correct time zone To specify your time zone 1 Click Settings Time Zone 2 Selec...

Страница 46: ...f you are connecting GateLock to your home network and you have servers e g Web FTP email that you want to publish outside your network you need to configure GateLock for this purpose This configurati...

Страница 47: ...outside your network Click Add Service FIGURE 3 25 Use the IP Port Forwarding screen to control access to your servers Adding a service The Add Service screen shown in Figure 3 26 is where you assign...

Страница 48: ...list b Assign an IP address to the server that will host the Internet service you are adding by completing the blank field for Service IP address GateLock will direct connection requests for this Inte...

Страница 49: ...e server that will host the Internet service you are adding by completing the blank field for Service IP address GateLock will direct connection requests for this Internet service to this IP address d...

Страница 50: ...rvice 1 Click the corresponding icon for the service A confirmation dialog box appears 2 Click OK Editing an existing service To edit an existing service 1 Click the corresponding icon The Edit Servic...

Страница 51: ...s you must configure GateLock to drop or reject connection requests from your network to specific Web sites or Internet destinations By default all outgoing traffic is allowed to pass through GateLock...

Страница 52: ...ansfer Tranfer Protocol HTTP which is used to connect to the Internet You must thus select HTTP from the drop down list to apply the rule to ALL computers on your network that use HTTP In Destination...

Страница 53: ...entries in Source and Destination ports or the specified Action 3 Click Save when finished FIGURE 3 29 The Add Outgoing Traffic page with sample data Support Information If you have any questions con...

Страница 54: ...Trend Micro GateLock Getting Started Guide 3 34 FIGURE 3 30 Support Information screen FIGURE 3 31 Send your questions to Trend Micro using this email format...

Страница 55: ...eLock s main functions Support When you click the Support button a new Web browser window will open displaying Trend Micro s Technical Support home page Security Info When you click the Security Info...

Страница 56: ...3 33 The About screen Log Off Clicking the Log Off button opens the Welcome screen of GateLock s configuration console We recommend that you password protect and log off the console every time you fi...

Страница 57: ...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...

Страница 58: ...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 easier to re...

Страница 59: ...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 60: ...working properly and if GateLock is correctly configured 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 w...

Страница 61: ...oblems When the blinking stops it indicates that self test is complete The whole self test process takes only about a minute to complete 5 If your GateLock does not have any hardware problems the Anti...

Страница 62: ...ster over the Internet use the following URL http www antivirus com vinfo To register by regular postal mail fill out and send the self addressed stamped Registration Card included with the product No...

Страница 63: ...termine if a virus detection is a false alarm Trend Micro s Virus Encyclopedia which includes a comprehensive list of names and symptoms for known viruses and malicious mobile code A basic guide to co...

Страница 64: ...Trend Micro GateLock Getting Started Guide 4 8...

Страница 65: ...and environmental specifications Provides a glossary of terms used in this document Setting the Proxy Servers in Your Browser Since the IP address of GateLock s PC HUB port http 192 168 1 254 is a pr...

Страница 66: ...1 254 will be bypassed because it is on the same LAN as the IP address from the ISP 4 Click the Advanced button The Proxy Settings window will open 5 In the Exceptions field type 192 168 1 254 this is...

Страница 67: ...TCP IP skip to the next section now to set it up for use with GateLock 1 Click the Start button The Start menu will open 2 Point to Settings on the Start menu then select Control Panel from the menu...

Страница 68: ...l appear as shown in Figure A 3 FIGURE A 3 Specifying Protocol for TCP IP Installation 6 In the Select Network Component Type window select Protocol as shown above and then click the Add button Or sim...

Страница 69: ...ock has TCP IP running as its active network protocol you need to set the IP Address properties in addition to checking other settings as explained below 1 Click the Start button The Start menu will o...

Страница 70: ...rted Guide A 6 FIGURE A 5 Selecting TCP IP in the Network Window 5 Click the Properties button The TCP IP Properties window will appear as shown in Figure A 6 FIGURE A 6 Configuring the IP Address Tab...

Страница 71: ...cific IP address or Subnet Mask to your PC in this tab If you do you will not be able to access the Internet when using GateLock 7 Click the WINS Configuration tab in the TCP IP Properties window and...

Страница 72: ...ng Started Guide A 8 FIGURE A 8 Configuring the Gateway Tab 5 Click the DNS Configuration tab and make sure the Disable DNS button is selected as shown in the illustration below FIGURE A 9 Configuring...

Страница 73: ...all of the TCP IP settings you specified You will be returned to the Network window 7 Click the OK button in the Network window to close it You will then be prompted to restart the PC At this time pow...

Страница 74: ...EE 802 3 10BaseT 802 3u 100BaseTX Local PC HUB Port 10BaseT RJ 45 Ethernet Uplink Internet Port 10BaseT Broadband Cable Type 10BaseT Category 3 or 5 UTP STP 100BaseTX Category 5 UTP STP Speed WAN Rout...

Страница 75: ...1 7 inches Unit weight 14 ounces 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 Tem...

Страница 76: ...t into 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 Ga...

Страница 77: ...nnected 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 ha...

Страница 78: ...Trend Micro GateLock Getting Started Guide A 14...

Страница 79: ...Caution Changes or modifications not expressly approved by the party responsible for compliance could void the user s authority to operate the equipment...

Страница 80: ...ying action to take on vi ruses 10 Testing the virus detecting function 6 B Button Bar About button 36 Help button 35 C Connecting GateLock to multiple PCs 3 GateLock to one PC 2 connecting 2 Connecti...

Страница 81: ...ecifications 10 Testing the virus detecting function 6 Gateway IP address 12 H Help button on Button Bar 35 Hub device connecting to 12 I Indicator lights top panel 6 Installing GateLock Connecting th...

Страница 82: ...alling Gate Lock 1 S Security Information Center of Trend Micro 7 Select Network Component Type window 4 Select Network Protocol window 5 Server Proxy setting 1 Setup screens Anti Virus 9 Connecting t...

Страница 83: ...SP button Filling in the five fields 6 Use the PPPoE Protocol to Connect to Your ISP button User Name and Password fields 4 6 V Verifying the GateLock connection 3 Virus Encyclopedia of Trend Micro 7...

Страница 84: ...o Incorporated 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...

Страница 85: ...ii Trend Micro GateLock Getting Started Guide...

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