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Page 31 / 44 Scroll up to view Page 26 - 30
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
25
4
Troubleshooting
What to check
The first things to check if you cannot access the Internet, are:
>
Power
>
Hardware connections
>
LEDs
Configuration problems
If your Thomson Gateway is unreachable due to misconfiguration, you might consider a hardware reset to
factory defaults as described in
“4.6 Reset to Factory Defaults” on page 35
.
If the suggestions in this chapter do not resolve the Internet connection problem, please contact your Internet
Service Provider.
!
However, note that resetting the Thomson Gateway to its factory settings will revoke all the
changes you made to the configuration.
Page 32 / 44
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
26
4.1
Checking the Hardware
Check the wiring
Plug in properly all the cables you need. Make sure that the cables between your Thomson Gateway,
computers and telephone socket are plugged in firmly. Loose connections can affect your Internet
connection.
Damaged cables can interfere with your Internet connection. Check for damage along the cables and loose
connections at the end of the cable. Replace any damaged cables.
Test the telephone line
To eliminate the possibility of a fault with the telephone line itself, check for a dialling tone by using a
telephone connected to the telephone master socket.
If you are using ADSL, check whether a splitter has been installed or that micro-filters have been correctly
fitted.
Contact your telephone company if there is no dialling tone.
Restart your computer
Loss of Internet or network connectivity may be caused by the computer. Restarting your computer may
solve the problem.
Power-cycle the Thomson Gateway
To restart your Thomson Gateway, simply turn it off. Wait five seconds and turn it back on.
Page 33 / 44
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
27
4.2
LED Diagnostics
Checking the LEDs
After establishing a connection with the Internet, at least the following LEDs should solidly light green:
Power, DSL, Internet.
LED status
Possible solutions
No LEDs are lit
The Thomson Gateway is not turned on, or turned off.
>
Make sure the Thomson Gateway is plugged into an electrical outlet.
>
Make sure you are using the correct power supply for your Thomson
Gateway. The Thomson Gateway electrical power requirements are
indicated on the label on the bottom of your Thomson Gateway.
>
Make sure the Thomson Gateway is turned on.
>
Unplug the Thomson Gateway, restart your computer and then plug the
Thomson Gateway back in.
Power LED is lit red or
flashing amber
The Thomson Gateway is malfunctioning or not able to start up.
>
Fully unplug the Thomson Gateway from your computer and disconnect
it from its power supply. Wait five seconds, connect the Thomson
Gateway again and turn it back on.
DSL LED is flashing green
or no DSL LED
Your DSL service is unable to synchronise.
>
Make sure the Thomson Gateway is plugged into the DSL-enabled phone
line.
>
Make sure micro-filters are correctly fitted (if not, it is very likely that your
regular telephone service is not working properly).
>
Make sure you have the correct Thomson Gateway variant (ISDN or
POTS) according the DSL/phone service provided to your premises.
>
If you have previously had a working connection, call your ISP to check
for service outages.
No Ethernet LED
No Ethernet connectivity:
>
Make sure the Ethernet cable(s) are firmly connected to the 10/100Base-T
port.
>
Make sure you are using the correct cable type for your Ethernet
equipment.
>
Make sure the Ethernet NIC driver is correctly installed and enabled on
your computer. Power safe options for the Ethernet NIC should preferably
be disabled.
Red Internet LED or No
Internet LED
>
There was an authentication failure. This will usually present itself as an
error message regarding an incorrect password.
±
Check whether your user name is correct. For ADSL connections, the
user name is normally in the form of username@ISP.
±
Check whether your password is correctly entered. The password is
case sensitive.
If you continue to get password failures, contact your ISP.
>
The wrong service profile was selected. Restart the setup of your
Thomson Gateway, and make sure to select the correct service profile.
Page 34 / 44
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
28
You can find a comprehensive LED overview in the User’s Guide.
Page 35 / 44
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
29
4.3
Web Diagnostics
Testing your Internet Connection
After setting up the Internet connection, there is an easy way to check whether your configuration is fine.
Proceed as follows:
1
Go to the Thomson Gateway home page (
http://dsldevice.lan
or
192.168.1.254
).
2
In the menu, click
SpeedTouch
.
3
In the
Pick a task
list
,
click
Check connectivity to the Internet
.
4
In the
Internet Service to Check
box, select the Internet service you want to check.
5
Click
Check Connectivity
.
If the test is successful, you will see a list of green check marks as shown in the example below:
Otherwise a red cross will help you to diagnose the problem:
Test result
Explanation
Your DSL line is not synchronised.
>
Check whether your telephone line is correctly connected to
your Thomson Gateway.
>
Check the DSL LED, as described in
“ Checking the LEDs” on
page 27
.
No ATM activity detected on your DSL line.

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