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Page 66 / 72 Scroll up to view Page 61 - 65
E-DOC-CTC-20080527-0004 v2.0
60
8
Troubleshooting
8.2.1
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 67 / 72
E-DOC-CTC-20080527-0004 v2.0
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8
Troubleshooting
8.2.2
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 68 / 72
E-DOC-CTC-20080527-0004 v2.0
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8
Troubleshooting
8.3
Voice over IP Troubleshooting
Introduction
If you cannot establish a phone call via your Thomson Gateway, try the suggestions below.
Calling over VoIP
If you have problems calling via VoIP, check whether:
±
Your telephone is correctly connected to the Thomson Gateway.
±
Your telephone is working on the regular phone line (PSTN):
²
Connect your phone directly to the telephone wall outlet.
²
Try to make a phone call.
±
Your phone number, user name, and password is configured correctly.
±
The registrar’s and proxy server’s IP address and port number are configured correctly.
±
The
Power
,
Broadband/DSL
and
Voice
LEDs are on.
Calling over PSTN
If you have problems calling via the regular phone line, check whether:
±
Your telephone is correctly connected to the Thomson Gateway.
±
Your telephone is working on the PSTN network:
²
Connect your phone directly to PSTN.
²
Try to make a phone call.
±
The Forced FXO service is activated, or whether your service provider requested you to dial an extra
prefix for making calls via PSTN.
Problems with Supplementary Services
If you have a problem with a supplementary telephony service, check whether the service is activated.
As soon as the
LED turns on, you will hear a click, indicating the switch from PSTN to VoIP.
If the Thomson Gateway is turned off, phone calls are always routed over PSTN.
Page 69 / 72
E-DOC-CTC-20080527-0004 v2.0
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8
Troubleshooting
8.4
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).
Page 70 / 72
E-DOC-CTC-20080527-0004 v2.0
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8
Troubleshooting
Hardware Reset
Proceed as follows:
1
Make sure the Thomson Gateway is turned on.
2
Use a pen or an unfolded paperclip to push the recessed
Reset
button. Push it until the
Power
LED lights
red - this will take about 7 seconds.
3
Release the
Reset
button.
4
The Thomson Gateway restarts.
Your system administrator may have disabled the physical reset button of the Thomson
Gateway. In this case, a hardware reset to defaults is not possible.

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