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53
7 SUPPORT
DMS-CTC-20130228-0000 v1.0
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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54
7 SUPPORT
DMS-CTC-20130228-0000 v1.0
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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55
7 SUPPORT
DMS-CTC-20130228-0000 v1.0
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
Page 64 / 68
56
7 SUPPORT
DMS-CTC-20130228-0000 v1.0
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
.
Page 65 / 68
57
7 SUPPORT
DMS-CTC-20130228-0000 v1.0
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

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