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7 Support

Introduction

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

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

www

.

technicolor

.

com or contact your service

provider.

Topics

This chapter describes the following topics:

Topic

Page

7.1

Wireless connection troubleshooting

54

7.2

Network diagnostic tools

55

7.3

Gateway reset and restore options

56

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7.1 Wireless connection troubleshooting

No wireless connectivity

Try the following:



Make sure that the wireless client is enabled (message like “radio on”).



Make sure that the wireless client is configured with the correct wireless settings (Network Name, security settings).



If the signal is low or not available, try to reposition the Gateway or (if available) redirect the antenna(s) of the Gateway

for optimal performance.



Change the wireless channel

.

Poor wireless connectivity or range

Try the following:



Check the signal strength, indicated by the wireless client manager. If the signal is low, try to reposition the Gateway or (if

available) redirect the antenna(s) of the Gateway for optimal performance.



Change the wireless channel

.



Use

WPAWPA2-PSK (TKIP/AES)

as encryption.

For more information, see

“4.1 How to configure the wireless settings” on page 30

.

Change the wireless channel

Proceed as follows:

1

Browse to the Admin Tool.

For more information, see

“Accessing the Admin Tool” on page 25

.

2

Under

Gateway

, click

Connection

and then click

WiFi

.

3

The

WiFi

page appears. Click the

EDIT

button.

4

The Edit page appears.

5

In the

Channel Selection

list, click

Manual

.

6

In the

Channel

list, click on one of the channels.

7

Click

SAVE SETTINGS

.

Cannot connect via WPS

If you are having trouble connecting your wireless client via WPS, try to configure it manually. For more information, see

“2.4.2 How to manually connect your wireless client” on page 20

.

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7.2 Network diagnostic tools

Introduction

The Admin Tool offers a number of diagnostics tools to test your network connectivity.

How to access the network diagnostics tools

1

Browse to the Admin Tool.

For more information, see

“3 Admin Tool” on page 25

.

2

On the

Troubleshooting

menu, click

Diagnostic Tools

.

3

The

Network Diagnostic Tools

page appears. The following tools are available:



Test Connectivity Results



Check for IPV4 Address Results



Check for IPV6 Address Results

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7.3

Gateway reset and restore options

Reset

By performing a

reset

you will restart a specific set of services (or the complete Gateway).

Restore

By performing a

restore

you will reset a specific set of services (or the complete Gateway)

and

reapply their factory default

settings.

Methods

You can choose between:



Performing a reset/restore via the Admin Tool

.

With this method you can choose to only reset/restore a specific module of the Gateway or perform a complete reset/

restore of the Gateway.



Reset/restore the Gateway via the Reset button

With this method you can only perform a complete reset/restore of the Gateway

Performing a reset/restore via the Admin Tool

Proceed as follows:

1

Browse to the Admin Tool.

For more information, see

“3 Admin Tool” on page 25

.

2

On the

Troubleshooting

menu, click

Reset/Reboot Gateway

.

3

The

Reset/Reboot Gateway

page appears. Click:



RESET

to restart the Gateway.



RESET WIFI MODULE

to restart just the WiFi module only.



RESET WIFI ROUTER

to restart the WiFi and router modules.



RESTORE WIFI SETTINGS

to activate the Gateway default settings for WiFi only. Only your WiFi settings will be

lost.



RESTORE FACTORY SETTINGS

to activate all Gateway default settings. All your previous settings will be lost.

4

The Gateway prompts you to confirm your choice. Click

OK

.

5

If you selected

Restore Factory Settings,

the Gateway will restart. In all other cases, no restart is needed.

Reset/restore the Gateway via the Reset button

Proceed as follows:

1

Make sure that the Gateway is turned on.

2

If you want to:



Reset the Gateway, use a pen or an unfolded paperclip to push the recessed

Reset

button on the back panel of the

Gateway for approximately 5 seconds and then release it.

A reset to factory default settings deletes all configuration changes you made. Therefore, after the reset a

reconfiguration of your Gateway will be needed.

Also your wireless clients will have to be re-associated, as described in

“2.4 Connect your wireless devices” on page 17

.

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

Restore the factory default settings of the Gateway, use a pen or an unfolded paperclip to push the recessed

Reset

button on the back panel of the Gateway for at least 15 seconds and then release it.

3

The Gateway restarts.

105+

SN: 8700383561

CM MAC : 00

100ABCD

E-MTA MAC : 0022

100ABCD

WAN MAC : 0044

100ABCD