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Page 56 / 64 Scroll up to view Page 51 - 55
E-DOC-CTC-20080118-0011 v3.0
50
7
Troubleshooting
7.1
Setup wizard Troubleshooting
The Setup CD does not start automatically
If your computer runs:
±
Microsoft Windows:
1
Click the Windows
Start
button.
2
Click
Run
.
3
In the
Open
field, type the following path:
D:\Setup.exe
, where D stands for the drive letter of your
CD- or DVD-ROM drive.
±
Mac OS X:
1
On your desktop, double-click the CD icon.
2
Double-click
Menu
.
Your Thomson Gateway has not been found
If you see this error during setup, check whether:
±
The Thomson Gateway is turned on and fully initialized.
±
Your computer has a valid IP address, that is any address but 0.0.0.0. For more information, consult the
help of your operating system.
±
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
Page 57 / 64
E-DOC-CTC-20080118-0011 v3.0
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7
Troubleshooting
7.2
General Thomson Gateway Troubleshooting
Thomson Gateway does not work
If none of the LEDs light up, make sure that:
±
The Thomson Gateway is plugged into a power socket outlet.
±
You are using the correct power supply for your Thomson Gateway device.
±
The Thomson Gateway is turned on via the push button or rocker switch on the back panel.
Thomson Gateway unreachable
If your Thomson Gateway cannot be reached due to misconfiguration, you might consider a hardware reset
to factory defaults as described in
“7.3 Reset to Factory Defaults” on page 54
.
Poor Thomson Gateway performance
Make sure that the Thomson Gateway is installed and configured as instructed in
“1 Installation” on page 3
or as instructed by the Service Provider.
The power requirements for your Thomson Gateway are clearly indicated on the identification
label on the bottom of the Thomson Gateway. Only use the power adaptor supplied with your
Thomson Gateway.
Page 58 / 64
E-DOC-CTC-20080118-0011 v3.0
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7
Troubleshooting
7.2.1
Wired Connection Troubleshooting
Ethernet LED does not light up
Make sure that:
±
The Ethernet cable is securely connected to the Ethernet port on your Thomson Gateway and your
computer.
±
You are using the correct cable type for your Ethernet equipment, that is at least UTP CAT5 with RJ-45
connectors.
Page 59 / 64
E-DOC-CTC-20080118-0011 v3.0
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7
Troubleshooting
7.2.2
Wireless Connection Troubleshooting
No Wireless Connectivity
Make sure that:
±
Both the wireless client adapter and the Thomson Gateway are allowed to connect through wireless
channels as defined for local regulatory domain.
±
The wireless client is configured for the correct wireless settings (SSID, security settings).
±
Check the signal strength, indicated by the wireless client manager. If the signal is low, try repositioning
the Thomson Gateway or directing the Thomson Gateway’s antenna(s) for optimal performance.
±
Make sure that the wireless client adapter is enabled (message like “radio on”).
Poor Wireless Connectivity or Range
Try the following:
±
Change the wireless channel
.
±
Make sure both the wireless client adapter and the Thomson Gateway are allowed to connect through
wireless channels as defined for local regulatory domain.
±
Check the location of the Thomson Gateway in the building.
±
Check the signal strength, indicated by the wireless client manager. If the signal is low, try to place the
Thomson Gateway or to direct the Thomson Gateway’s antenna(s) for optimal performance.
±
Use WPA(2)-PSK as encryption.
For more information, see
“4.3 Securing Your Wireless Connection” on page 25
.
Change the wireless channel
Proceed as follows:
1
Browse to the
Thomson Gateway Web Interface
.
2
On the left menu, click
Home Network
.
3
Under
Wireless
, click your access point.
4
The
Wireless Access Point
page appears.
5
In the
Location bar
, click
Configure
.
6
Under
Configuration
, select the channel of your choice in the
Channel Selection
list.
7
Click
Apply
.
Can not connect via WPS
If you are having trouble connecting your wireless client via WPS, try to configure it manually. For more
information, see
“4.2 Connecting Your Wireless Client without WPS” on page 24
.
Your access point will be listed in the following format: “WLAN:<Network Name> (<Actual
Speed>)”. For example,
WLAN: Thomson83C7C7 (54Mbps)
.
Page 60 / 64
E-DOC-CTC-20080118-0011 v3.0
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7
Troubleshooting
7.3
Reset to Factory Defaults
Resetting your Thomson Gateway
If at some point you can no longer connect to the Thomson Gateway or you want to make a fresh install, it
may be useful to perform a reset to factory defaults.
Warning
A reset to factory default settings deletes all configuration changes you made. Therefore, after the reset, a
reconfiguration of your Thomson Gateway will be needed.
Also your WLAN clients will have to be re-associated, as described in
“4 Wireless” on page 21
.
Methods
You can choose between:
±
Software Reset
±
Hardware Reset
Software Reset
Proceed as follows:
1
Browse to the
Thomson Gateway Web Interface
.
2
On the
Thomson Gateway
menu, click
Configuration
.
3
In the
Pick a task
list, click
Reset my Thomson Gateway to default settings
.
4
The Thomson Gateway restores the initial configuration and restarts.
5
The Thomson Gateway returns to the Thomson Gateway home page (unless the IP address of your
computer is not in the same subnet as the default IP address of the Thomson Gateway, being
192.168.1.254).

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