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Internet Security
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8
Troubleshooting
8
Troubleshooting
Introduction
This chapter suggests solutions for problems you may encounter while installing or configuring your
Thomson Gateway.
If the suggestions do not resolve the problem, look at the support pages on
http://www.thomson-
broadband.com
or contact your service provider.
Topics
This chapter describes the following topics:
Topic
Page
Setup wizard Troubleshooting
72
General Thomson Gateway Troubleshooting
73
Voice over IP Troubleshooting
76
Reset to Factory Defaults
77
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Troubleshooting
8.1
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
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Troubleshooting
8.2
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
“8.4 Reset to Factory Defaults” on page 77
.
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.
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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.
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