Technicolor - Thomson TG787 General Thomson Gateway Troubleshooting, Thomson Gateway unreachable

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7 Troubleshooting

7.2General 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 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.

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.

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Contents Setup and User Guide Page Thomson TG787 Trademarks Contents Universal Plug and Play Configuring WEP Encryption Configuring WPA-PSK EncryptionUsed Symbols Terminology About this Setup and User GuideDocumentation and software updates Typographical ConventionsAbout this Setup and User Guide Introduction InstallationPreliminary Steps DSL serviceComputer requirements Internet connection detailsPlacing your Thomson Gateway PossibilitiesWall mount Installation methods Installing your Thomson GatewayGuided Installation Manual InstallationConnecting devices wait Guided InstallationCase of problems Starting the wizardCD menu Procedure Manual InstallationConfigure the Thomson Gateway Click Setup my Thomson GatewayInstallation This chapter Thomson Gateway BasicsWireless/WLAN LED Power LEDThomson Gateway LED Behaviour Status LEDsInternet LED Broadband/DSL LEDPhone/Voice LED Ethernet LED Ethernet portAccessing the Thomson Gateway Web Interface Thomson Gateway Web InterfaceRequirements Components MenuLanguage Bar Navigation Bar Content paneNotification Area TasksBacking Up/Restoring your Configuration Backing up your configurationRestoring your configuration Thomson Gateway Basics Adding New Devices to your Network Adding a Computer to your Network Where can I find the SSID? Connecting a computer using WirelessWhere can I find the encryption? Forgot your wireless settings?Connecting a computer using Ethernet Adding a Phone to your Network After the InstallationEmergency calls Connecting Phones to the Thomson GatewayEnable the Telephony Service Configuring your Thomson GatewayConfigure the Telephony Service Select Service EnabledVerifying Telephone Connectivity Pick a task list, click Use multiple identities Multiple IdentitiesAdding New Devices to your Network Getting the Most Out of Your Thomson Gateway Feature availabilitySharing Content on your Network What do I need?Connect your USB storage device to the Thomson Gateway Configure Content Sharing on the Thomson Gateway On the Tools menu, click Content Sharing Setting Up the File ServerServer Description WorkgroupOpen Windows Explorer How to access the shared content on WindowsHow to access the shared content on Mac Managing your Shared Content Managed PartitionResult Enable UPnP AV on the Thomson Gateway Using UPnP AV to Share Content with Media DevicesUnder UPnP AV Media Server, click Server Enabled Thomson UPnP AV ServerAccessing your Shared Content by FTP Configure FTP access for your shared contentUnder FTP Server, click Server Enabled Additional configuration Contents Telephony FeaturesUsing the Address book Accessing the Address Book page?Address Book Managing contactsChecking which services that you can use? Telephony servicesActivating services Pick a task list, click View Telephony ServicesActivating services on the web pages Using switching order commandsCall Forwarding To retrieve the call on hold when there is No active call During 3 pty retrieve B and C Accessing the Telephony Statistics Viewing Telephony StatisticsCall Statistics Universal Plug and Play Supported Operating SystemsUPnP and the Thomson Gateway Windows Vista Accessing Your Thomson Gateway with UPnPWindows XP Go to My Network PlacesManaging your Internet connection with UPnP On the Windows Start menu, click Settings Control PanelDisabling this feature Enable/Disable UPnP Configuring UPnP on the Thomson GatewayExtended Security Enabling Extended SecurityInstalling UPnP on Windows XP Start menu, click Settings Control PanelAdding UPnP Adding IGD Discovery and Control Assigning a service HTTP, FTP,... to a computer ProblemSolution Assign a game or application to a local networking device UPnPWhat you need Dynamic DNSGetting the Most Out of Your Thomson Gateway Methods Wireless SecurityConfiguring the wireless encryption EncryptionEncryption methods Select Use WEP Encryption Configuring WEP EncryptionSelect Use WPA-PSK Encryption Configuring WPA-PSK EncryptionAccess Control Search for wireless devices task Pick a task list, click Search for wireless devicesNew stations are not allowed Registering Clients via the Association Button Disabling Ssid Broadcast Under Home Network, click WirelessWhat does this mean? SecurityOverview Internet SecurityChanging the security level FirewallCreating a new security level Pick a task list, click Create a new Security LevelConfigure the exceptions Enable Web site filtering and specify a default actionWeb site Filtering StrategiesUse cases Denying access to a specific Web siteAllowing access to a specific Web site Redirecting a Web site Redirecting all Web sites Click Redirect in the Action listClick Allow in the Action list Internet Security Topics TroubleshootingSetup wizard Troubleshooting Setup CD does not start automaticallyYour Thomson Gateway has not been found Thomson Gateway does not work General Thomson Gateway TroubleshootingThomson Gateway unreachable Poor Thomson Gateway performanceLAN LED does not light up Wired Connection TroubleshootingNot Able to Connect Wireless Clients Wireless Connection TroubleshootingNo Wireless Connectivity Poor Wireless Connectivity or RangeProblems with Supplementary Services Voice over IP TroubleshootingCalling over VoIP Calling over PstnReset to Factory Defaults Resetting your Thomson GatewaySoftware Reset Hardware Reset Page Thomson Telecom Belgium