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2Wire HomePortal 3801HGV User Manual

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HomePortal 3801HGV Gateway User Guide
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Summary of Contents for 2Wire HomePortal 3801HGV

  • Page 1 HomePortal 3801HGV Gateway User Guide Release 1.0...
  • Page 2 Notice to Users ©2005–2010 2Wire, Inc. All rights reserved. This manual in whole or in part, may not be reproduced, translated, or reduced to any machine-readable form without prior written approval. 2WIRE PROVIDES NO WARRANTY WITH REGARD TO THIS MANUAL, THE SOFTWARE, OR OTHER INFORMATION CONTAINED HEREIN AND HEREBY EXPRESSLY DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE WITH REGARD TO THIS MANUAL, THE SOFTWARE, OR SUCH OTHER INFORMATION, IN NO EVENT SHALL 2WIRE, INC.

  • Page 3: Table Of Contents

    Connecting Your Computer to the Gateway ........5...
  • Page 4 Configuring Application Layer Gateway ........83...
  • Page 5 Resetting Device to Factory Default........108 Troubleshooting 3801HGV Gateway ....... . . 109 CHAPTER 13 Connection Issues.

  • Page 6: About This Guide

    About This Guide The HomePortal 3801HGV Gateway Installation and Configuration Guide is designed to serve as a reference to install and set up the HomePortal 3801HGV gateway. This guide contains the following major sections: Introducing the HomePortal 3801HGV Gateway on page 1...

  • Page 7: Style Conventions

    Command syntax and code Monospace Variables within command syntax and code Monospace Italic Related Documents In addition to this guide, the HomePortal 3801HGV gateway documentation library includes: • HomePortal 3801HGV Hardware Functional Specifications: Communicates the high level hardware related information •...

  • Page 8: Support

    HomePortal 3801HGV Gateway User Guide About This Guide Support Technical support is available from the 2Wire Website: http://support.2wire.com/index.php. Support viii...

  • Page 9: Introducing The Homeportal 3801Hgv Gateway

    The gateway has 4 10/100 Ethernet ports to connect to computers or devices in the home. It comes loaded with hardware capabilities that enable you to use VoIP and Video Streaming technologies.

  • Page 10: Components

    Web Remote Access: You can gain fast, easy access to your local network remotely using an Internet browser. Download files securely from anywhere using an Internet connection and network password. You can also view and manage all gateway settings, including those for other applications like Parental Controls and Firewall Monitoring •...
  • Page 11 HomePortal 3801HGV Gateway User Guide Introducing the HomePortal 3801HGV Gateway Figure 1: Installation Components Your HomePortal 3801HGV gateway has the following components in the box: • 1 HomePortal 3801HGV Gateway • 1 Power Cord & Adapter See Also Installing the HomePortal 3801HGV Gateway...

  • Page 12: Installing The Homeportal 3801Hgv Gateway

    If you have subscribed for IPTV and High Speed Internet, then the preferred location for installing the HomePortal 3801HGV gateway is near the first video set top box. If you have subscribed only for High Speed Internet access, then the HomePortal 3801HGV gateway should be installed near the first computer.

  • Page 13: Connecting The Power Adapter

    1. Connect one end of the power adapter to the POWER port of your gateway. 2. Connect the other end of the power adapter to an electrical outlet. Once the gateway is powered on, the power LED flashes green for a brief period of time and then turns solid green.

  • Page 14: Connecting Through Wireless

    The default network name (SSID) is the encryption key, a 64-bit hex value located beneath the bar code on the side of the 2Wire gateway (for example, 1234567891). For Mac OS X users, you may need to enter the “$” character at the beginning of the encryption key (for example, $1234567891).

  • Page 15: Connecting The Broadband Interface

    Figure 4: Wireless Network Key Location Connecting the Broadband Interface Follow these steps to connect the gateway to Very High Bit-rate DSL (VDSL) wall jack: 1. Connect one end of the phone cord/twisted pair cable to the DSL port (green) on your gateway.

  • Page 16: Connecting Voip Interface

    This requires special installation, especially if your home has an alarm system, which requires special wiring. Follow these steps to connect the VoIP phone to the Voice 1 & 2 port of the gateway: 1. To connect 1 phone: a.

  • Page 17: Connecting Hpna Interface To Iptv Set Top Box

    Installing the HomePortal 3801HGV Gateway 2. To connect 2 phones: a. Connect one end of the line splitter to the HomePortal 3801HGV gateway Voice 1&2 port. b. Connect the phone cables to the first and second jack of the splitter.
  • Page 18 HomePortal 3801HGV Gateway User Guide Installing the HomePortal 3801HGV Gateway Figure 8: IPTV Connection VDSL over Coax See Also Introducing the HomePortal 3801HGV Gateway on page 1 Accessing the User Interface on page 11 Connecting HPNA Interface to IPTV set top Box...

  • Page 19: Accessing The User Interface

    CHAPTER 3 Accessing the User Interface To launch the HomePortal 3801HGV gateway user interface, access the Home page of the gateway by entering one of the following URLs into a compatible browser on the computer connected to the gateway: •...

  • Page 20: System Link Tabs

    The Summary pane displays the bandwidth status beside the Broadband icon, network name (SSID) of the gateway beside the Wireless icon, security status beside the Firewall icon, and serial number beside the gateway icon. Click an icon to access the relevant page directly.

  • Page 21: Home Network Devices

    Accessing the User Interface Home Network Devices The Home Network Devices pane displays all devices that are connected to the gateway. You can click the links to view the device details or view the shared files of the connected devices.

  • Page 22: Configuring Internet Connection

    To configure the Internet connection on the gateway. You must have PPP Authentication credentials to complete this configuration. Also, ensure the Broadband LED on the front panel of the gateway is solid green and the first computer is communicating with the gateway.
  • Page 23 HomePortal 3801HGV Gateway User Guide Configuring Internet Connection...
  • Page 24 10. Leave the Upstream MTU value as is. This is the maximum size allowed on data packets, that are communicated on the network of your ISP . 11. Click Save. The Internet LED on the gateway becomes solid green and you can access the Internet.

  • Page 25: Viewing Subscribed Services Status

    CHAPTER 5 Viewing Subscribed Services Status NOTE TO REVIEWER: We need images of the Status tab with all services enabled. We also need information about the following sections: Web Servers, TELCO Digital Voice, TELCO TV. What do these sections display? Will the user be able to see all these sections if he has not subscribed for a particular service? This chapter provides information about the Status tab.
  • Page 26 Refer to the following table for description of the parameters listed on the Status page: Parameter Description File Sharing Displays all devices connected to the HomePortal 3801HGV gateway. You can share files among these devices. Web Servers Displays the Web servers configured to the gateway.

  • Page 27: Configuring Voice-Based Services

    CHAPTER 6 Configuring Voice-Based Services This chapter provides information about the tasks that you can perform in the Voice tab. Following are the links under the Voice tab, and associated tasks: • Status • Viewing Status on page 19 • Server •...

  • Page 28: Configuring Sip Server

    Displays the name of the configured line. Number Displays the phone number of the configured line. Status Displays the status of the configured line on the gateway. The status can be Registering, Enabled, or Disabled. Configuring SIP Server Objective To configure the SIP server.
  • Page 29 HomePortal 3801HGV Gateway User Guide Configuring Voice-Based Services Steps 1. Navigate to Services > Voice > Server. The Server page appears. 2. Select the Enable check box. 3. Type in a name for the server in the Server Name text box.

  • Page 30: Configuring Phone Lines

    To configure the phone lines. You can configure your telephone number on this page. You can confgure 2 telephone lines at a time in the HomePortal 3801HGV gateway. You can also configure a user name and password for your account to prevent unauthorized access.

  • Page 31: Configuring Phones

    HomePortal 3801HGV Gateway User Guide Configuring Voice-Based Services 3. Enter the phone number, user name, and the password in corresponding text boxes. This will be given by the service provider. 4. Select the appropriate bandwidth setting as directed by the service provider.

  • Page 32: Viewing External Line Statistics

    HomePortal 3801HGV Gateway User Guide Configuring Voice-Based Services Steps 1. Navigate to Services >Voice > Phone. The Phone page appears. 2. Enter the location of the phone in the corresponding text box in the Phone: Phone 1 section. 3. Select a line that you have configured in the Association drop-down list box.
  • Page 33 HomePortal 3801HGV Gateway User Guide Configuring Voice-Based Services To reset information about each configured line on this page, scroll down and click the Reset button at the end of the information for that particular line. You can view the following information on this page:...
  • Page 34 HomePortal 3801HGV Gateway User Guide Configuring Voice-Based Services All incoming calls Displays complete call statistics of all incoming calls. All outgoing calls Displays complete call statistics of all incoming calls. See Also Viewing Subscribed Services Status on page 17 Troubleshooting 3801HGV Gateway...

  • Page 35: Setting Up System Information

    CHAPTER 7 Setting Up System Information This chapter provides information about the tasks you can perform in the System Info tab. Following are the links under the System Info tab, and associated tasks: • Status • Viewing System Information on page 27 •...
  • Page 36 Version number of the software used for the gateway. Key Code Key code of the gateway. First Use Date Date when the gateway was powered on for the first time out of factory. Cureent Date and Time Your current date and time. Time Since Last Boot Time elapsed since you last booted the system.

  • Page 37: Setting Up System Password

    To set the default system password: 1. Select the Enable Password Protection box. 2. Click Use Default System password (printed on the side of the gateway). The following figure shows the default password printed on the side of the gateway device. Setting Up System Password...

  • Page 38: Creating Your System Password

    HomePortal 3801HGV Gateway User Guide Setting Up System Information Creating Your System Password To create your own system password: 1. Select the Enable Password Protection box. 2. Click Create or Edit a Custom Password. 3. Enter a password in the Enter New Password text box. The password is case-sensitive, and can contain up to 31 alpha-numeric characters with no spaces.

  • Page 39: Automatically Setting Up Date And Time

    HomePortal 3801HGV Gateway User Guide Setting Up System Information Automatically Setting up Date and Time To automatically set up date and time: 1. Navigate to Settings > System Info > Date & Time. The Date & Time page appears. 2. Select your time zone in the Current Time Settings area.

  • Page 40: Manually Configuring Date And Time

    HomePortal 3801HGV Gateway User Guide Setting Up System Information Manually Configuring Date and Time To manually configure the date and time: 1. Navigate to Settings > System Info > Date & Time. The Time Configuration section appears. 2. Select the Override automatic time configuration box in the Time Configuration section.

  • Page 41: Enabling Notifications

    HomePortal 3801HGV Gateway User Guide Setting Up System Information Enabling Notifications To enable notifications: 1. Navigate to Settings > System Info > Event Notifications. The Event Notifications page appears. 2. Select the Broadband Status Notification and/or Router-Behind-Router Detection check boxes.

  • Page 42: Chapter 8 Configuring Broadband Settings

    CHAPTER 8 Configuring Broadband Settings This chapter provides information about the tasks you can perform in the Broadband tab. Following are the links under the Broadband tab, and associated tasks: • Status • Viewing Broadband Status on page 34 • Link Configuration •...
  • Page 43 DSL Link Status of the DSL connection. This displays Connected when the DSL port of the gateway is connected to the telephone jack. Ensure that your service provider activates the VDSL connection. The following figure displays the Internet Details section of the Status page.
  • Page 44 The correct user name is required to successfully connect to the Internet. Current Internet Connection IP Address IP address assigned by the ISP to the gateway for connecting to the Internet. Subnet Mask Used in conjunction with your Internet address. Default Gateway Default gateway is a server that assigns an IP address to your gateway for accessing the Internet.
  • Page 45 Modem Type Displays modem type: either built-in VDSL modem or external broadband modem through Ethernet. Connection Type Method by which the gateway connects to the ISP . The method can be: • Direct IP • PPPoE DSL Line (Wire Pair) Line 1 (inner pair), Line 2 (outer pair), or searching for DSL signal.
  • Page 46 Output Power Current downstream and upstream DSL transmit and receive power in dB. Protocol Protocol used to communicate between your gateway and your ISP . Channel Setting in this field is determined by your ISP’s DSLAM equipment. Values are Fast or Interleaved.
  • Page 47 Parameter Description Link Retrains Number of DSL retrains since the gateway was last restarted, and the time elapsed since the last retrain. DSL Training Errors Number of failed DSL retrains since the gateway was last restarted, and the elapsed time since the last failed retrain.

  • Page 48: Resetting Statistics On Status Page

    To configure bridge mode. Bridge mode is used to configure devices on the LAN with a broadband IP . When the gateway is into bridge mode you can use a supplementary network or a third party router to handle the traffic. The gateway will only function as a direct connection to the phone line.
  • Page 49 The recommended subnet mask address is 255.255.255.0. 4. Select the Auto Firewall Open check box. This disables the firewall of the gateway. Make sure that you select this option because the firewall must be disabled for the bridge mode to function.

  • Page 50: Adding Static Routes

    The bridge mode is enabled on the gateway, and LAN devices are configured to take the Broadband IP address. The service LED on the front panel of the device remains off when the gateway is in bridge mode. The supplementary network represented by the router is tailed to the gateway.

  • Page 51: Configuring Ip Multicast Sessions

    4. Enter the gateway address of the destination network in the Gateway IP text box. 5. Click Add To List. The Static Route List section displays the new Subnet IP , Subnet Mast, Gateway IP , and Interface name. Configuring IP Multicast Sessions Objective To configure IP multicast sessions.

  • Page 52: Viewing Multicast Statistics

    IGMP host messages on behalf of the hosts discovered through standard IGMP interfaces. In other words, the gateway acts as a proxy for its hosts. 3. Select the IGMP Snooping check box to enable the feature. When IGMP Snooping is enabled, the gateway analyzes all IGMP packets and selectively forwards multicast traffic only to those ports where particular IP Multicast streams are accepted.
  • Page 53 HomePortal 3801HGV Gateway User Guide Configuring Broadband Settings Refer to the following table to understand the IGMP parameters listed on the multicast page: IGMP Parameter Description IGMP Interface Name Name of the interface for which statistics are being reported. IGMP Enable Query Displays whether the interface has IGMP querying enabled or disabled.
  • Page 54 Configuring Broadband Settings IGMP Parameter Description IGMP Robustness Time interval that the gateway waits for a report in response to a group- specific query. IGMP Query Interval Time interval at which the gateway sends membership queries when it is the querier.

  • Page 55: Resolving Domain Name

    HomePortal 3801HGV Gateway User Guide Configuring Broadband Settings Resolving Domain Name Objective To manually add a domain name for resolving the IP address of the networked devices. This task allows you to name network devices (such as printers or Web servers), so that they can be easily accessed by other users on the network.
  • Page 56 HomePortal 3801HGV Gateway User Guide Configuring Broadband Settings Steps 1. Navigate to Settings > Broadband > DNS Resolution. The Domain Name Server Resolution page appears. 2. Enter a name for the network device in the DNS Name text box. 3. Enter the IP address of the network device in the IP Address text box.
  • Page 57 HomePortal 3801HGV Gateway User Guide Configuring Broadband Settings Using Diagnostics Features on page 93 Troubleshooting 3801HGV Gateway on page 109 Resolving Domain Name...

  • Page 58: Configuring Lan Devices

    Configuring LAN Devices NOTE TO REVIEWER: [JIRA 1515: ...Unable to determine the steps to set up multiple SSIDs and associated information on the UI of 3801HGV.]. Please provide the necessar y info to document this. How do we configure multiple SSIDs through the UI? This chapter provides information about the tasks you can perform in the LAN tab.

  • Page 59: Viewing Lan Status

    HomePortal 3801HGV Gateway User Guide Configuring LAN Devices Viewing LAN Status To view the LAN status page, navigate to Settings > LAN > Status. The Status page appears. The following figure displays the Private Network section of the Status page.
  • Page 60 Power level for your wireless connection. SSID Name Name assigned to your wireless network. The default is 2WIREXXX, where XXX represents the last three digits of the serial number of your gateway (for example, 2WIRE008). Status Displays whether the wireless connection is enabled or disabled.

  • Page 61: Setting Up Wireless Network

    HomePortal 3801HGV Gateway User Guide Configuring LAN Devices The following figure displays the Devices section of the Status page. Refer to the following table to hide inactive devices and clear the list of devices appearing on the Status page: Step Result Click Hide Inactive Devices.
  • Page 62 HomePortal 3801HGV Gateway User Guide Configuring LAN Devices Setting Up Wireless Network...

  • Page 63: Securing The Wireless Network Using Encryption Key

    (for example, 2WIRE008). This name appears next to the Wireless icon on the Home page. Note The HomePortal 3801HGV gateway can support up to 4 SSIDs. It can support upto 4 wireless devices at a time. 4. Enable the broadcast of the SSID over the wireless network by selecting the SSID Broadcast check box.
  • Page 64 4. Select the Use default encryption key printed on the System Label radio button to use the encryption key that came with your gateway. Select the Set custom encryption key radio button to create a custom encryption key. You can define a 64-bit or 128-bit encryption key.

  • Page 65: Securing The Wireless Network Using Mac Filtering

    HomePortal 3801HGV Gateway User Guide Configuring LAN Devices hexadecimal number uses the characters 0-9, a-f, or A-F. This security key will be used by all clients to access your wireless network. 5. Click Save. This ensures that the configured security setting is saved.

  • Page 66: Allowing Mac Addresses

    HomePortal 3801HGV Gateway User Guide Configuring LAN Devices 3. Enable or disable the MAC filtering by selecting or clearing the Enable MAC Filtering check box. MAC filtering is disabled as a default setting. Disabling MAC address filtering allows all the wireless clients to access the device.

  • Page 67: Blocking Mac Addresses

    HomePortal 3801HGV Gateway User Guide Configuring LAN Devices Steps 1. Navigate to Settings > LAN > Wireless. The Wireless page to configure the MAC filtering settings appears. 2. Add the MAC address of the device in the Enter MAC address text box.

  • Page 68: Refreshing The List Of Devices

    HomePortal 3801HGV Gateway User Guide Configuring LAN Devices Refreshing the List of Devices Objective This feature enables you to refresh the list of devices while allowing or blocking wireless connection based on the MAC Addresses of the devices. Steps 1. Navigate to Settings > LAN > Wireless. The Wireless page appears.

  • Page 69: Configuring Advance Wireless Settings

    802.11g (mW) 1 (maximum) 3. Select the Wireless Mode from the drop-down list. This allows you to force the gateway to use 802.11b/g, 802.11b-only, or 802.11g-only modes of operation. Check the wireless mode supported by the wireless adapter before configuring this option.

  • Page 70: Configuring Wi-Fi Protected Setup

    This configuration simplifies the process of connecting any home device to the wireless network. As an access point (AP), the gateway issues and revokes credentials to a network. WPS supports both push button and PIN-based configuration methods. When WPS is enabled, the gateway automatically detects the presence of a WPS-enabled client device.

  • Page 71: Setting Up Wps Through The Push Button Method

    AP and the client. You do not have to connect any devices to the gateway to enable it - simply push the button on the gateway followed by pushing the button on the client device.

  • Page 72: Configuring Local Ethernet Ports

    2. Enable or disable the local Ethernet networking by selecting or clearing the Ethernet Networking check box. 3. Match the mode of the Local Ethernet port located at the back panel of the gateway with the Ethernet port of the LAN client. Select one of the following options from the Port 1 Mode drop-down list: •...

  • Page 73: Configuring Homepna 3.1

    2. Enable or disable HPNA by selecting or clearing the HomePNA Networking check box. 3. Select Coax or DSL from the Select Output Jack drop-down list. This is the type of gateway port that you use to connect to the set top box. If you select Coax it implies that you are using CABLE port.

  • Page 74: Viewing Homepna Status

    DHCP server. DHCP allows dynamic allocation of network addresses. Your gateway can be both a DHCP client and a DHCP server. When communicating with the local network devices, such as computers and printers, your gateway functions as a DHCP server.
  • Page 75 HomePortal 3801HGV Gateway User Guide Configuring LAN Devices By default, the gateway uses the 192.168.1.0/255.255.0.0 IP address range. You can select from two additional IP address ranges, or configure the network settings manually. When you select either of them, the LAN clients are assigned IP addresses within the specified range.
  • Page 76 HomePortal 3801HGV Gateway User Guide Configuring LAN Devices Steps 1. Navigate to Settings > LAN > DHCP . The DHCP Configuration page appears. 2. Enable or disable the DHCP server by selecting or clearing the DHCP Server Enabled check box.

  • Page 77: Allocating Ip Addresses

    LAN clients. To populate the text fields under this section, refer to the following information: a. Enter the IP address of your gateway (default is 192.168.1.254) used for all communication on your local devices in the Router Address text box.
  • Page 78 HomePortal 3801HGV Gateway User Guide Configuring LAN Devices Steps 1. Navigate to Settings > LAN > IP Address Allocation. The Public-Private NAT Mappings and Device IP Allocation page appears. 2. Navigate to the relevant device for changing the configuration to override the default DHCP settings.
  • Page 79 Need inputs for the same. 6. Click Save. This saves the allocated IP address to a specific device or devices. 7. Restart the gateway to view the updated configuration on this page. See Also...

  • Page 80: Configuring Firewall Settings

    Controlling Inbound and Outbound Traffic on page 82 • Configuring Firewall Security Enhancements on page 83 • Configuring Application Layer Gateway on page 83 Viewing Firewall Status To view the Firewall status page, navigate to Settings > Firewall > Status. The Status page appears.

  • Page 81: Configuring Firewall Settings

    To grant internet access to special applications, you need to open firewall pinholes and associate the intended application(s) with a computer connected to your gateway. If you cannot find a listing for your application, you can define an application with the protocol and port information. Also, you can delete the application profile you have saved.
  • Page 82 HomePortal 3801HGV Gateway User Guide Configuring Firewall Settings Configuring Firewall Settings...

  • Page 83: Creating An Application Profile

    2. Click Add a new user-defined application in the Edit firewall settings for this computer section. This lets you create an application profile that is not included in the application list. An application profile configures the gateway firewall to let the application-specific data pass through. The Firewall Application Profile Definition page appears.
  • Page 84 HomePortal 3801HGV Gateway User Guide Configuring Firewall Settings 3. Enter a name for the application profile in the Application Profile Name text box. 4. Click the TCP or UDP radio button to select the protocol for the application profile. If the application you are adding requires both, you need to create a separate definition for each.
  • Page 85 HomePortal 3801HGV Gateway User Guide Configuring Firewall Settings sent to 4000. Subsequent ports will be mapped accordingly; 101 will be sent to 4001, 102 will be sent to 4002, and so on. 8. Select the application type from the Application Type drop-down list.
  • Page 86 HomePortal 3801HGV Gateway User Guide Configuring Firewall Settings 14. Modify the information as per your requirement. 15. Click Add to List. The configuration changes appear in the Definition List section of the same page. 16. Repeat step 8 to 15 for each port or range of ports required for the application profile.

  • Page 87: Deleting User-Defined Applications

    HomePortal 3801HGV Gateway User Guide Configuring Firewall Settings Deleting User-defined Applications To delete a user defined application: 1. Click Edit or delete user-defined application in the Edit firewall settings for this computer section. This lets you delete an existing profile. The Edit or Delete a User-Defined Application page appears.

  • Page 88: Disabling Attack Detection

    To disable a specific port in the attack detection section. By default, attack detection is enabled on these ports by the firewall. However, some applications and devices may require the use of specific data ports listed here. The gateway allows users to open the necessary ports through the firewall.
  • Page 89 When disabled, the firewall does not detect applications on the local network that are creating excessive sessions to the Internet. This activity is due to a virus infected computer and on detection, the gateway displays a HURL warning page. 3. Clear the TCP/UDP Port Scan check box.

  • Page 90: Controlling Inbound And Outbound Traffic

    HomePortal 3801HGV Gateway User Guide Configuring Firewall Settings Controlling Inbound and Outbound Traffic Objective To control inbound and outbound protocol control services, so that the firewall blocks or passes the traffic from/to the network to/from the Internet. Steps 1. Navigate to Settings > Firewall > Advanced Configuration. The Advanced configuration page to configure the outbound and inbound protocols appears: 2.

  • Page 91: Configuring Firewall Security Enhancements

    When you enable restricted UDP session, security is enhanced and the gateway does not accept packets sent from an unknown source over an existing connection. 5. Enter the duration in seconds in the UDP Session Timeout text box. The gateway terminates the UDP connection request after that duration.
  • Page 92 1. Navigate to Settings > Firewall > Advanced Configuration. The Advanced configuration page to configure the SIP ALG settings appears. 2. Enable or disable the SIP ALG on the gateway firewall by selecting or clearing the check box. 3. Click Save. This saves the configuration changes.

  • Page 93: Chapter 11 Viewing Logs

    CHAPTER 11 Viewing Logs The Logs tab displays all types of logs which you can use to diagnose a problem, if any. This section gives information about the following tabs: • Event Log • System Log • Upgrade Log • Firewall Log Viewing Event Log Objective:...
  • Page 94 HomePortal 3801HGV Gateway User Guide Viewing Logs You can see all the event logs on this page. Note Make sure that the option all is selected in the Display Filter list. The following table displays information about the logs that you can view on the Event Logs page.

  • Page 95: Filtering Logs

    HomePortal 3801HGV Gateway User Guide Viewing Logs Filtering Logs Steps To filter logs: 1. On the Event Logs page, select an option in the Display Filter drop-down list box. 2. Click Submit to view logs pertaining to the option that you selected.

  • Page 96: Filtering And Viewing System Logs

    HomePortal 3801HGV Gateway User Guide Viewing Logs Filtering and Viewing System Logs Steps: To filter and view system logs: 1. Navigate to Settings>Logs>System Log. The following page appears. 2. Select a log type in the Display Filter drop-down list box.

  • Page 97: Inserting Mark

    HomePortal 3801HGV Gateway User Guide Viewing Logs The following table displays information about the logs that you can view on the System Log page: Name Description Type The type of event for example, ALM, DBG, and so on. Date/Time The date and time when the event occurs, with the latest date on the top.

  • Page 98: Viewing Firewall Log

    HomePortal 3801HGV Gateway User Guide Viewing Logs Steps: To view the upgrade information, navigate to Settings>Logs>Upgrade Log. The following page appears. You can view the initial software version and the current software version of the system on this page. Viewing Firewall Log Objective: To view the firewall log.

  • Page 99: Viewing Log

    HomePortal 3801HGV Gateway User Guide Viewing Logs Viewing Log Steps: To view the firewall log: 1. Navigate to Settings>Logs>Firewall Log. The following page appears. The following table displays information about the logs that you can view on the Firewall Log page:...

  • Page 100: Clearing Log

    HomePortal 3801HGV Gateway User Guide Viewing Logs Clearing Log You can clear logs on the Firewall Log page and minimize the clutter from previous events when you try to diagnose a problem. To clear the firewall log, click the Clear Log button.

  • Page 101: Using Diagnostics Features

    Syslog • Enabling Syslog on page 105 • Resets • Resetting the Gateway on page 106 Testing Broadband Link Objective To test your broadband connection. You can run a series of diagnostic tests on your broadband connection on this page.
  • Page 102 HomePortal 3801HGV Gateway User Guide Using Diagnostics Features Steps 1. Navigate to Settings > Diagnostics > Link Test. The Link Test page appears. 2. Click Start to start running diagnostic tests on your broadband connection. 3. Click Refresh Page to view the results of your test.

  • Page 103: Viewing Link Tree

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features Viewing Link Tree To view Link Tree, navigate to Settings > Diagnostics > Link Tree. The Link Tree page appears. Viewing Link Tree...

  • Page 104: Viewing Dsl Diagnostic Information

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features You can click any link to view its details at the bottom of the page. This is shown in the figure below: Viewing DSL Diagnostic Information The DSL page displays disgnostic information about DSL which you can use in case of any problems.

  • Page 105: Testing Ip Utilities

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features You can view the following information on this page: Parameter Description General Information Technical information about the DSL. Training History Information about DSL training history. Bitloading Graphic representation of DSL bitloading. Note Explanation of terms used in DSL training history.

  • Page 106: Testing Ping

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features • Ping: A computer network tool used to test whether a particular host is reachable across an IP network; it is also used to self test the network interface card of the computer, or as a latency test •...
  • Page 107 HomePortal 3801HGV Gateway User Guide Using Diagnostics Features 5. Click Stop to stop testing. Note To clear logs, select all logs in the provided space, and press Delete on your keyboard. Testing IP Utilities...

  • Page 108: Testing Traceroute

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features Testing Traceroute To test traceroute: 1. Navigate to Settings > Diagnostics> IP Utilities, and traceroute in the Test Type drop- down list. The following page appears. 2. Type the host address in the Host Address text box.
  • Page 109 HomePortal 3801HGV Gateway User Guide Using Diagnostics Features 5. Click Stop to stop testing. Note To clear logs, select all logs in the provided space, and press Delete on your keyboard. Testing IP Utilities...

  • Page 110: Testing Dnsquery

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features Testing Dnsquery To test dnsquery: 1. Navigate to Settings > Diagnostics > IP Utilities, and dnsquery in the Test Type drop-down list. The following page appears. 2. Type the host address in the Host Address text box.

  • Page 111: Viewing Nat Information

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features 5. Click Stop to stop testing. Note To clear logs, select all logs in the provided space, and press Delete on your keyboard. Viewing NAT Information Network Address Translation (NAT) is the process of modifying network address information in datagram packet headers while in transit across a traffic routing device for remapping a given address space into another.
  • Page 112 HomePortal 3801HGV Gateway User Guide Using Diagnostics Features Viewing NAT Information...

  • Page 113: Enabling Syslog

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features You can view the following information on this page: Name Description Pinholes A firewall pinhole is a port that is opened through a firewall to allow a particular application/Web site to gain controlled access to the protected network.

  • Page 114: Resetting The Gateway

    Objective To reset the gateway. You may need to reset the HomePortal 3801HGV gateway if one or all the LEDs is/are solid red. This indicates that there is some failure within the system. It is recommended that you discuss your problems with customer service before attempting to reset your device.

  • Page 115: Resetting System And Links

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features Resetting System and Links To reset the system and links: 1. Navigate to Settings > Diagnostics > Resets. The Resets page appears. The following figure displays the System and Link Resets section in the Resets page.

  • Page 116: Resetting Configuration

    HomePortal 3801HGV Gateway User Guide Using Diagnostics Features Resetting Configuration To reset the configuration: 1. Navigate to Settings > Diagnostics > Resets. The Resets page appears. The following figure displays the Configuration Resets section in the Resets page. 2. In the Configuration Resets section: a.

  • Page 117: Chapter 13 Troubleshooting 3801Hgv Gateway

    • Power up the gateway with a known good power outlet • Replace the location of the gateway if it does not power up with a known good power outlet • If the issue persists, the AC power cable needs...

  • Page 118: Voip Issues

    Internet is not accessible but Inadequate connectivity Check the physical connectivity of the RJ11 cable to the user interface of the gateway phone line port of the gateway device. Try using a is accessible different cable. Incorrect broadband settings • Check the connectivity status of Internet and DSL Link on the user interface by navigating to Settings >...

  • Page 119: System Information Issues

    HomePortal 3801HGV Gateway User Guide Troubleshooting 3801HGV Gateway System Information Issues The following table provides information to troubleshoot system information issues: Issue Possible Cause(s) What to Do Unable to set time and date Override Automatic Time Select the Override Automatic Time Configuration...

  • Page 120: Lan Issues

    Loose Ethernet cable • Check the Ethernet cable connection on the computer gateway through the local connection and gateway, and make sure that it is securely seated in Ethernet port both ports • Check the ETHERNET indicator on the gateway; it...

  • Page 121: Firewall Issues

    HomePortal 3801HGV Gateway User Guide Troubleshooting 3801HGV Gateway Firewall Issues The following table provides information to troubleshoot firewall issues: Issue Possible Cause(s) What to Do HTTP service not available HTTP traffic is disabled Navigate to Settings > Firewall > Advanced Configuration.

  • Page 122: Appendix A Glossary

    A device that is placed between network segments (or “subnets”) to ensure that traffic is properly routed between different subnets. To communicate with a device on another network, users need to know the default gateway’s IP address. DHCP (Dynamic Host...
  • Page 123 HomePortal 3801HGV Gateway User Guide Glossary Term Description NAT (Network Address Enables a LAN to use one set of IP addresses for internal traffic and a second set of Translation) IP addresses for external traffic. This feature is used by the system so an end user...
  • Page 124 Wireless Transmission of data over radio waves rather than wiring. Wireless Channel The 2Wire gateway supports up to 13 wireless channels (based on country restrictions). For example, the United States and Canada support channels 1 to 11; Europe and Australia support channels 1 to 13.

  • Page 125: Appendix B Regulatory Information

    APPENDIX B Regulatory Information Electrical AC Adapter The AC adapter is designed to ensure your personal safety and to be compatible with this equipment. Please follow these guidelines: • Do not use the adapter in a high moisture environment. Never touch the adapter when your hands or feet are wet •...

  • Page 126: Equipment

    Do not use the residential gateway where there is high heat, dust, humidity, moisture, or caustic chemicals or oils. Keep the gateway away from direct sunlight and anything that radiates heat, such as a stove or a motor.

  • Page 127: Tia 968 (Part 68 Of Fcc Rules) / Ic Cs-03

    HomePortal 3801HGV Gateway User Guide Regulatory Information • Connect the equipment into an outlet on a circuit different from that to which the receiver is connected • Consult the dealer or an experienced radio/TV technician for help Changes or modifications not expressly approved by the party responsible for compliance could void your authority to operate this equipment.
  • Page 128 HomePortal 3801HGV Gateway User Guide Regulatory Information exposed to the transmitter in order to meet the FCC RF exposure guidelines. Making changes to the antenna or the device is not permitted. Doing so may result in the installed system exceeding RF exposure requirements. This device must not be co-located or operated in conjunction with any other antenna or radio transmitter.

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