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Page 146 / 176 Scroll up to view Page 141 - 145
ProSafe 802.11g Wireless VPN Firewall FVG318 Reference Manual
9-4
Troubleshooting
v1.0, September 2007
If your firewall is unable to obtain an IP address from the ISP, you may need to force your cable or
DSL modem to recognize your new firewall by performing the following procedure:
1.
Turn off power to the cable or DSL modem.
2.
Turn off power to your firewall.
3.
Wait five minutes and reapply power to the cable or DSL modem.
4.
When the modem’s LEDs indicate that it has reacquired sync with the ISP, reapply power to
your firewall.
If your firewall is still unable to obtain an IP address from the ISP, the problem may be one of the
following:
•
Your ISP may require a login program.
Ask your ISP whether they require PPP over Ethernet (PPPoE) or some other type of login.
•
If your ISP requires a login, you may have incorrectly set the login name and password.
•
Your ISP may check for your PC's host name.
Assign the PC Host Name of your ISP account as the Account Name in the Basic Settings
menu.
•
Your ISP only allows one Ethernet MAC address to connect to Internet, and may check for
your PC’s MAC address. In this case:
Inform your ISP that you have bought a new network device, and ask them to use the firewall’s
MAC address.
OR
Configure your firewall to spoof your PC’s MAC address. This can be done in the Basic
Settings menu. Refer to
“Manually Configuring your Internet Connection” on page 2-7
.
If your firewall can obtain an IP address, but your PC is unable to load any Web pages from the
Internet:
•
Your PC may not recognize any DNS server addresses.
A DNS server is a host on the Internet that translates Internet names (such as www addresses)
to numeric IP addresses. Typically your ISP will provide the addresses of one or two DNS
servers for your use. Alternatively, you may configure your PC manually with DNS addresses,
as explained in your operating system documentation
.
•
Your PC may not have the firewall configured as its TCP/IP gateway.
If your PC obtains its information from the firewall by DHCP, reboot the PC and verify the
gateway address.
Page 147 / 176
ProSafe 802.11g Wireless VPN Firewall FVG318 Reference Manual
Troubleshooting
9-5
v1.0, September 2007
Troubleshooting a TCP/IP Network Using a Ping Utility
Most TCP/IP terminal devices and firewalls contain a ping utility that sends an echo request packet
to the designated device. The device then responds with an echo reply. Troubleshooting a TCP/IP
network is made very easy by using the ping utility in your PC or workstation.
Testing the LAN Path to Your Firewall
You can ping the firewall from your PC to verify that the LAN path to your firewall is set up
correctly.
To ping the firewall from a PC running Windows 95 or later:
1.
From the Windows toolbar, click the
Start
button and select
Run
.
2.
In the field provided, type ping followed by the IP address of the firewall, as in this example:
3.
Click on
OK
.
You should see a message like this one:
Pinging <IP address> with 32 bytes of data
If the path is working, you see this message:
Reply from < IP address >: bytes=32 time=NN ms TTL=xxx
If the path is not working, you see this message:
Request timed out
If the path is not functioning correctly, you could have one of the following problems:
•
Wrong physical connections
–
Make sure the LAN port LED is on. If the LED is off, follow the instructions in
“LAN
or Internet Port LEDs Not On” on page 9-2
”.
–
Check that the corresponding Link LEDs are on for your network interface card and
for the hub ports (if any) that are connected to your workstation and firewall.
•
Wrong network configuration
–
Verify that the Ethernet card driver software and TCP/IP software are both installed
and configured on your PC or workstation.
Page 148 / 176
ProSafe 802.11g Wireless VPN Firewall FVG318 Reference Manual
9-6
Troubleshooting
v1.0, September 2007
–
Verify that the IP address for your firewall and your workstation are correct and that
the addresses are on the same subnet.
Testing the Path from Your PC to a Remote Device
After verifying that the LAN path works correctly, test the path from your PC to a remote device.
From the Windows run menu, type:
PING -n 10
<
IP address
>
where <
IP address
> is the IP address of a remote device such as your ISP’s DNS server.
If the path is functioning correctly, replies as in the previous section are displayed. If you do not
receive replies:
•
Check that your PC has the IP address of your firewall listed as the default gateway. If the IP
configuration of your PC is assigned by DHCP, this information will not be visible in your
PC’s Network Control Panel. Verify that the IP address of the firewall is listed as the default
gateway.
•
Check to see that the network address of your PC (the portion of the IP address specified by
the netmask) is different from the network address of the remote device.
•
Check that your cable or DSL modem is connected and functioning.
•
If your ISP assigned a host name to your PC, enter that host name as the Account Name in the
Basic Settings menu.
•
Your ISP could be rejecting the Ethernet MAC addresses of all but one of your PCs. Many
broadband ISPs restrict access by only allowing traffic from the MAC address of your
broadband modem, but some ISPs additionally restrict access to the MAC address of a single
PC connected to that modem. If this is the case, you must configure your firewall to “clone” or
“spoof” the MAC address from the authorized PC. Refer to
“Manually Configuring your
Internet Connection” on page 2-7
.
Restoring the Default Configuration and Password
This section explains how to restore the factory default configuration settings, changing the
firewall’s administration password to
password
and the IP address to 192.168.0.1. You can erase
the current configuration and restore factory defaults in two ways:
•
Use the Revert to Factory default settings function of the firewall (see
“Backing Up and
Restoring Settings” on page 7-5
).
Page 149 / 176
ProSafe 802.11g Wireless VPN Firewall FVG318 Reference Manual
Troubleshooting
9-7
v1.0, September 2007
•
Use the
Reset
button on the rear panel of the firewall. Use this method for cases when the
administration password or IP address are not known.
a.
Press and hold the
Reset
button until the Test LED turns on and begins blinking (about 10
seconds).
b.
Release the
Reset
button and wait for the firewall to reboot.
Problems with Date and Time
The E-Mail menu in the Content Filtering section displays the current date and time of day. The
VPN firewall uses the Network Time Protocol (NTP) to obtain the current time from one of
several Network Time Servers on the Internet. Each entry in the log is stamped with the date and
time of day. Problems with the date and time function can include:
•
Date shown is January 1, 2000. Cause: The firewall has not yet successfully reached a
Network Time Server. Check that your Internet access settings are configured correctly. If you
have just completed configuring the firewall, wait at least five minutes and check the date and
time again.
•
Time is off by one hour. Cause: The firewall does not automatically sense Daylight Savings
Time. In the E-Mail menu, check or uncheck the box marked
Adjust for Daylight Savings
Time
.
Page 150 / 176
ProSafe 802.11g Wireless VPN Firewall FVG318 Reference Manual
9-8
Troubleshooting
v1.0, September 2007

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