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Page 36 / 44 Scroll up to view Page 31 - 35
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
30
No Ethernet activity.
If you are connected through a protocol other than PPPoE, this
check is not applicable as the result will always be ‘No Ethernet
activity’.
>
Authentication failed: check your user name and password.
The user name is in most cases in the form of
username@ISP.
>
Your connection is disconnected.
>
Could not bring up link.
No IP
No IP address or no DNS server has been configured. During IP
address negotiation, there was an IPCP error or a DHCP error.
No Internet
This test sends 1 ping to each address of a configured list of IP
addresses. The test succeeds if all addresses can be reached. If
your primary and secondary DNS server are part of the list,
reaching one of both is enough.
No DNS
The DNS service provided by your ISP may have a problem.
Test result
Explanation
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E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
31
4.4
Thomson Gateway Setup CD Troubleshooting
The Thomson Gateway CD does not start automatically
Proceed as follows:
>
In Microsoft Windows:
1
In the Windows task bar, click the
Start
button.
2
Select
Run
.
3
In the
Open
field, enter the following path:
D:\Setup.exe
, where D stands for the drive letter of your
CD-ROM drive.
>
In Mac OS X:
1
On your desktop, double-click the CD icon.
2
Double-click
Menu
.
The wizard does not detect a connection
If the Home Install Wizard does not detect a connection to your Thomson Gateway, an error window appears.
If this is the case, check whether:
>
The Thomson Gateway is turned on and fully initialised.
>
Your computer has a valid IP address, that is any address but 0.0.0.0.
±
In Microsoft Windows:
1
In the taskbar, click the
Start
button.
2
Select
Run
.
3
In the
Open
field, type
cmd
.
4
Click
OK
.
A black window will appear with a flashing cursor.
Page 38 / 44
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
32
5
Type
ipconfig /all
and press ENTER.
Your IP address is displayed.
±
In Mac OS X:
1
Go to
Dock > System Preferences
.
2
Click
Network
.
3
Click the
TCP/IP
tab.
Your IP address is displayed.
>
No dedicated firewall device or router is placed between your computer and the Thomson Gateway.
>
No personal network security software (for example firewall software) is running on your computer.
>
Your computer is correctly connected to the Thomson Gateway.
To repeat the search for your Thomson Gateway, click
Back
or restart the wizard. As soon as the wizard finds
your Thomson Gateway, you can continue with
“ Configuring the Thomson Gateway (and your computer)”
on page 13
.
The Thomson Gateway is not responding
If the completion window does not appear after running the Thomson Gateway Home Install Wizard, this
means that the Thomson Gateway is not responding or not accessible anymore.
There are two possibilities:
>
This might be due to the reconfiguration of the Thomson Gateway’s IP settings. In this case, the last
window of the Home Install Wizard will not be shown. Your Thomson Gateway is correctly set up though
and you will be able to surf the Internet.
>
If you did not reconfigure the Thomson Gateway’s IP settings, restart the Home Install Wizard.
If the problem persists, refer to the Service Provider’s instructions for more information.
I cannot view the Thomson Gateway documentation
To be able to view the Thomson Gateway documentation pages on the Setup CD, JavaScript must be enabled
in your Web browser. For more information, refer to the
Help
of your Web browser.
To allow active content on a Microsoft Windows XP system, see
“ I get a warning about active content in
Internet Explorer” on page 33
.
i
In Microsoft Windows 98 or Microsoft Windows Millennium, type
winipcfg
and then
press ENTER.
i
If the setup fails over a wireless connection, try to set up your Thomson Gateway using a wired
connection.
Page 39 / 44
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
33
I get a warning about active content in Internet Explorer
When opening documentation pages from the Setup CD, a warning might be displayed. This may be the case
when the pages are opened in Internet Explorer and you are using Microsoft Windows XP with Service Pack
2.
Proceed as follows to view the documentation:
1
In Internet Explorer, the following message will appear in the Information Bar:
2
Click the Information Bar (with the warning).
3
Select
Allow Blocked Content
.
A security warning is displayed:
4
Click
Yes
.
You can now view or print the Thomson Gateway documentation pages.
i
This warning will be displayed every time you consult the documentation. If you do not want this
message to be shown in the future, you must allow CDs to run active content on your computer:
1
In the Internet Explorer menu, select
Tools > Internet Options
.
2
Click the
Advanced
tab.
3
Under
Security
, select
Allow active content from CDs to run on My Computer
.
Page 40 / 44
E-DOC-CTC-20060911-0017 v2.0
Chapter 4
Troubleshooting
34
4.5
Easy Setup Troubleshooting
Prerequisites
Before you run the Easy Setup on the embedded Thomson Gateway pages, make sure that:
>
The necessary connections are made.
>
The Thomson Gateway is turned on.
>
Your host computer is configured as DHCP client or with a valid fixed IP address.
Supported Web browsers
Your Web browser must be able to run JavaScript.
Disable proxy server
The Easy Setup only works if the proxy server is disabled or bypassed for local addresses. For more
information, refer to the
Help
of your Web browser.
Proceed as follows to disable a proxy server in Internet Explorer:
1
In the Internet Explorer menu, choose
Tools > Internet Options
.
2
Click the
Connections
tab.
3
Click the
LAN settings...
button.
4
Clear the
Use proxy server
box and the
Use automatic script
box.
i
If you have any problems, you can give the host computer a fixed IP address in the same subnet as
your Thomson Gateway (If the Thomson Gateway is in its default settings, that is an address
between 192.168.1.1 and 192.168.1.253).
If you use fixed IP addresses, the Thomson Gateway has to be configured as DNS server (default).
!
It is recommended to disable all other network connections on your computer first, except the one
connecting to your Thomson Gateway.
Proceed as follows to disable a network connection:
1
In the Windows XP taskbar, click the
Start
button.
2
Choose
(All) Programs > Control Panel > (Network and Internet Connections >) Network
Connections.
3
Right-click the network interface icon you want to disable and choose
Disable
.

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