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Page 116 / 128 Scroll up to view Page 111 - 115
Resetting the Gateway
108
HomePortal 3801HGV Gateway User Guide
Using Diagnostics Features
Resetting Configuration
To reset the configuration:
1.
Navigate to
Settings > Diagnostics > Resets
. The
Resets
page appears. The following
figure displays the
Configuration Resets
section in the
Resets
page.
2.
In the
Configuration Resets
section:
a.
Click
Reset
for
Wireless Configuration Reset
if you want to reset the wireless AP
settings to factory default.
b.
Click
Reset
for
Firewall Configuration Reset
if you want to reset the firewall settings to
factory default.
Resetting Device to Factory Default
In the
Reset to Factory Default State
section, click
Reset
for
Reset to Factory Default State
if you
want to reset the firewall settings to factory default.
Note
Resetting device to factory default will erase all saved changes and revert all configuration
parameters to their default status.
See Also
Configuring LAN Devices
on page 50
Configuring Firewall Settings
on page 72
Configuring Broadband Settings
on page 34
Troubleshooting 3801HGV Gateway
on page 109
Page 117 / 128
109
CHAPTER 13
Troubleshooting 3801HGV
Gateway
This chapter provides information about troubleshooting the HomePortal 3801HVG gateway
hardware and firmware issues. It lists the issues, possible cause(s), and solution(s) in a tabular
format. The issues mentioned in this chapter are based on likely user scenarios.
Connection Issues
The following table provides information to troubleshoot connection issues:
Issue
Possible Cause(s)
What to Do
No POWER light
Power supply is faulty
•
Verify that the AC power cable is securely connected to
the gateway
•
Ensure that the AC power cable is not plugged in to a
switched outlet that is powered off
•
Power up the gateway with a known good power outlet
•
Replace the location of the gateway if it does not power
up with a known good power outlet
•
If the issue persists, the AC power cable needs
replacement
POWER LED blinks just after
starting the device and then
turns solid green
Power on self test (POST)
Normal behavior.
POWER LED is solid red
System POST Failure
•
Press the Reset button on the gateway for 10 seconds
•
Replace the gateway if it does not power up into a
normal state
BROADBAND LED blinking
VDSL connection not
established
Verify if VDSL service is activated on the phone cable
connected to the gateway. To do so, contact the ISP.
Loose Ethernet or DSL cable
Check the Ethernet cable connection on the gateway
and the phone jack, and make sure that it is securely
seated in both ports.
SERVICE LED blinking
Internet service is not
activated
Contact your ISP to activate Internet service.
BROADBAND LED blinks
green for an extended period
of time, then turns solid red
Failed broadband link
synchronization between the
gateway and the DSLAM with
which it is directly connected
•
Check the Ethernet cable connection on the computer
and gateway, and make sure that it is securely seated in
both ports
•
Verify if VDSL service is activated on the phone cable
connected to the gateway. To do so, contact the ISP
SERVICE LED is solid red
Internet service authentication
failure and/or failure to receive
address assignment
•
Contact your ISP to check if the Internet connection is
activated
•
Check if the PPPoE or DHCP server is assigning an IP
address to your gateway
No ETHERNET light
Inadequate connectivity
Check the Ethernet cable connection on the computer
and gateway, and make sure that it is securely seated in
both the ports.
Ethernet interface is disabled
Select the
Ethernet Networking
check box from
Settings
>
LAN
>
Wired Interfaces
.
Page 118 / 128
VoIP Issues
110
HomePortal 3801HGV Gateway User Guide
Troubleshooting 3801HGV Gateway
VoIP Issues
The following table provides information to troubleshoot VoIP issues:
Home PNA Issues
The following table provides information to troubleshoot Home PNA issues:
No WIRELESS light
LAN clients are not connected
to the gateway through the
wireless interface
Ensure that at least one LAN client is connected to the
wireless connection of the gateway.
Wireless Interface is disabled
Select the
Enable Wireless Interface
check box from
Settings
>
LAN
>
Wireless
.
Internet is not accessible but
user interface of the gateway
is accessible
Inadequate connectivity
Check the physical connectivity of the RJ11 cable to the
phone line port of the gateway device. Try using a
different cable.
Incorrect broadband settings
•
Check the connectivity status of Internet and DSL Link
on the user interface by navigating to
Settings >
Broadband > Status
•
Restart the gateway to refresh the broadband
connection
Incorrect LAN computer
settings
Ensure that the correct settings are configured on the
LAN computer.
No HOME PNA light
Inadequate connectivity
Check the COAX cable connection on the CABLE port
of the gateway and the COAX adapter and make sure
that it is securely seated in both ports.
Home PNA networking is
disabled
Select the
HomePNA Networking
check box from
Settings
>
LAN
>
Wired Interfaces
.
Issue
Possible Cause(s)
What to Do
No VOICE 1 and VOICE 2
lights
Inadequate connectivity
Check the RJ-14 cable connection from the gateway to
the phone port(s) and make sure that it is securely
seated in both ports.
No VoIP service
VoIP services are not
subscribed
•
Check your line status. Navigate to
Services
>
Voice
>
Status
•
Call for VoIP service
No dial tone
Service is down
Check your line status. Navigate to
Services
>
Voice
>
Status
.
Verify if the phone is in the Active mode:
•
If yes, click
Ring Now
to test the ring tone
•
If the phone does not ring, check that the RJ-11 is
securely connected to the phone port
•
If the issue persists, call the service provider
Issue
Possible Cause(s)
What to Do
No HOME PNA service
HOME PNA service is not
activated
Check with your ISP for activating IPTV services.
Issue
Possible Cause(s)
What to Do
Page 119 / 128
System Information Issues
111
HomePortal 3801HGV Gateway User Guide
Troubleshooting 3801HGV Gateway
System Information Issues
The following table provides information to troubleshoot system information issues:
Broadband Issues
The following table provides information to troubleshoot broadband issues:
NOTE TO REVIEWER:
Suggest Routing and Multicast related issues to be added to this section.
Issue
Possible Cause(s)
What to Do
Unable to set time and date
manually
Override Automatic Time
Configuration check box is not
selected
Select the
Override Automatic Time Configuration
check box to apply the manually configured time and
date settings. Ensure that you configure the time in
hh:mm:ss format and date in yyyy/mm/dd format before
selecting the check box.
Device does not detect and
log broadband connection
issues
Broadband status notification
not enabled
Navigate to
Settings
>
System Info
>
Event
Notifications
. Select the
Broadband Status
Notification
check box.
Device does not detect tailed
router
Router-behind-router
detection not enabled
Navigate to
Settings
>
System Info
>
Event
Notifications
. Select the
Router-Behind-Router
Detection
check box.
Issue
Possible Cause(s)
What to Do
Unable to connect to the
Internet
Incorrect interface type
Navigate to
Settings
>
Broadband
>
Link
Configuration
. Select the correct interface type from
the
Choose Interface type
drop-down list box.
Incorrect line type
Navigate to
Settings
>
Broadband
>
Link
Configuration
. Select the correct line type from the
DSL Line Selection
drop-down list box.
Incorrect connection type
Navigate to
Settings
>
Broadband
>
Link
Configuration
. Select the correct connection type from
the
Connection Type
drop-down list box.
Incorrect PPP authentication
settings
Navigate to
Settings
>
Broadband
>
Link
Configuration
. Enter the correct
Username
and
Password
in the text boxes.
Routing is disabled. This
results in the device not
getting the IP address
automatically from the ISP
Navigate to
Settings
>
Broadband
>
Link
Configuration
. Select the
Routing
check box.
Unable to get public IP
address on
LAN computers
Gateway in route mode
Disable the route mode. This disables Routing and NAT
on the gateway.
Page 120 / 128
LAN Issues
112
HomePortal 3801HGV Gateway User Guide
Troubleshooting 3801HGV Gateway
LAN Issues
The following table provides information to troubleshoot LAN issues:
Issue
Possible Cause(s)
What to Do
Unable to connect to the
gateway through the local
Ethernet port
Loose Ethernet cable
connection
•
Check the Ethernet cable connection on the computer
and gateway, and make sure that it is securely seated in
both ports
•
Check the
ETHERNET
indicator on the gateway; it
should blink green
Incorrect Ethernet mode
selected
Navigate to
Settings
>
LAN
>
Wired Interfaces
. Select
the appropriate mode from the
Port Mode
drop-down
list box.
Auto-detect
is the recommended mode for
configuring
Local Ethernet
connection.
LAN clients are not getting IP
addresses to connect to the
gateway
DHCP server is disabled
Navigate to
Settings
>
LAN
>
DHCP
. Select the
DHCP
Server Enabled
check box for enabling the gateway to
assign IP addresses to the LAN clients automatically.
IP address conflict between
LAN computers on the
network
Duplication of IP address on
the network
If the LAN computer has static IP configured, ensure
that DHCP IP addressing on the gateway is not
assigning an identical IP address. Change the DHCP
server IP addressing range and try assigning a different
static IP address to the LAN computers.
If the issue persists, then configure DHCP on the LAN
computer to obtain the IP address automatically.
No HomePNA service
HOME PNA services are not
activated
Check with your ISP for activating IPTV services.
Home PNA networking is
disabled
Select the
HomePNA Networking
check box from
Settings
>
LAN
>
Wired Interfaces
.
Wireless client is not locating
the gateway
SSID Broadcast is disabled
Navigate to
Settings
>
LAN
>
Wireless
. Select the
SSID Broadcast
check box in the Network section.
Wireless client is not getting
an IP address
Wireless networking is
disabled
Navigate to
Settings
>
LAN
>
Wireless
. Select the
Enable Wireless Interface
checkbox.
Incorrect authentication type
is used
Ensure that you select the relevant authentication type
for configuring your wireless client.
Wireless modes on client and
access point are not
compatible
Ensure that the wireless mode on the wireless client is
compatible to the wireless mode on the gateway.
Wireless signal strength is
weak
Wireless client is not in the
wireless range
Ensure that your wireless client is within the wireless
range of the gateway.
Incorrect power settings
Change the
Power Setting
value to increase the signal
strength.
Wireless channel interference
Change the
Wireless Channel
value. Alternatively, you
can also change the Wireless Channel Mode to auto.
Setting custom encryption key
on the user interface gives an
error
Custom encryption key is not
conforming with the security
mode, key length, key type, or
value type
Configure the custom encryption key in a way that it
conforms to the security mode, key length, key type, or
value type.
LAN clients are unable to
access specific applications or
Web sites
Firewall is preventing the LAN
clients from accessing specific
applications or Web sites
Navigate to
Settings
>
LAN
>
IP Address Allocation
.
Browse to the LAN client where access is restricted.
Select
Disabled
from the
Firewall
drop-down list box.

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