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Page 81 / 88 Scroll up to view Page 76 - 80
E-DOC-CTC-20080118-0051 v2.0
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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
“7.4 Reset to Factory Defaults” on page 79
.
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 82 / 88
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7
Troubleshooting
7.2.1
Wired Connection Troubleshooting
LAN LED does not light up
Make sure that:
±
The LAN cable is securely connected to the 10/100Base-T port.
±
You are using the correct cable type for your Ethernet equipment, that is UTP CAT5 with RJ-45
connectors.
Page 83 / 88
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Troubleshooting
7.2.2
Wireless Connection Troubleshooting
Not Able to Connect Wireless Clients
Check the following:
±
If registration is enabled, you must press the 'Association' button to register the wireless client or search
for wireless devices via the embedded web pages.
±
Make sure the Thomson Gateway Association Control List is not locked. You can check this on the web
pages. On the Wireless Access Point settings, make sure
New stations are not allowed
is NOT selected.
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.
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
Navigation Bar
, click
Configure
.
6
Under
Configuration
, select the channel of your choice in the
Channel Selection
list.
7
Click
Apply
.
Your access point will be listed in the following format: “WLAN:<Network Name> (<Actual
Speed>)”. For example,
WLAN: Thomson83C7C7 (54Mbps)
.
Page 84 / 88
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Troubleshooting
7.3
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 PSTN network:
²
Connect your phone directly to PSTN (not via the Thomson Gateway).
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
Voice
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.
If VoIP is enabled (VoIP Ready LED is on), and when making a forced FXO call, you will hear
a click, indicating the switch from VoIP to PSTN.
Page 85 / 88
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Troubleshooting
7.4
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
“3.1.1 Connecting a computer using
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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