FCC ID: NQ8A5520N A5520N Home Network Interface System

A5500 Configuration Guide S r i R a m K i s h o r e F e b r u a r y 2 0 1 2 Table of contents Gateway Configuration ............................................................... 3 Accessing your gateway configuration tool................................................................... 3 Configuring your broadband Internet access ................................................................ 3 Configuring your local network ..................................................................................... 4 Configuring your wireless network ................................................................................ 5 Securing your wireless network .................................................................................... 7 Authorising programs to access the Internet ................................................................ 9 Configuring port forwarding ........................................................................................ 10 Defining a DMZ .......................................................................................................... 11 Configuring phone lines .............................................................................................. 11 Displaying the activated services ............................................................................... 13 Displaying the broadband status ................................................................................ 13 Home Network ........................................................................... 16 Displaying the devices connected to your gateway .................................................... 16 Administration ........................................................................... 17 Creating system password ......................................................................................... 17 Restarting your gateway ............................................................................................. 17 Restoring the factory settings ..................................................................................... 18 Displaying diagnostic information ............................................................................... 18 Using built-in IP utilities .............................................................................................. 19 GATEWAY CONFIGURATION Accessing your gateway configuration tool Connect a computer to your home gateway using an Ethernet cable or WiFi. Open an Internet browser and enter the "http://192.168.1.254" or http://app.singnet.com.sg web address to access your home gateway configuration tool. Configuring your broadband Internet access To configure your internet connection:

 Under the Box heading, click Configuration, and then click Internet.

 Select the Physical Link type:

If your broadband connectivity is through the Ethernet port of your gateway, leave the setting as Ethernet, which is the default. If your broadband connectivity is through the ADSL port of your gateway, click ADSL.

 Select your preferred Connection Protocol: DHCP (for Ethernet connectivity), PPPoE, or PPPoA (for ADSL connectivity).

If you set the connection protocol to PPPoE or PPPoA, enter the connection identifiers (PPP Login and PPP Password) given to you by your Internet service provider. If you set the connection protocol to DHCP, you do not need to enter your username and password. If necessary, change the DNS server address.

 For configuring static IP address, select the Use the following IP address radio button in the EOA / IPoA Parameters panel. Enter the IP address, subnet mask, and default gateway in the respective text boxes.

 Click OK to confirm. Note that your gateway then restarts to affect your changes. Configuring your local network The default local IP address of your gateway is 192.168.1.254. The DHCP server is enabled by default and your connected hardware items will have an IP address in the range 192.168.1.1 to 192.168.1.253. The default lease time for an IP address is 240 minutes. To change these default settings:

 Click LAN under the Configuration sub-heading. The LAN Configuration page shows up.

If necessary, change the IP address of your gateway and the subnet mask of your wireless network. If necessary, change the IP address range. You can also change the default lease time, which represents the number of minutes you can use the assigned IP address before the DHCP lease expires.

 To disable the DHCP server, click Disabled next to DHCP server. Some LAN clients require fixed IP addresses. For such clients, you must reserve and assign an IP address on the DHCP server. These reservations are permanent lease assignments, which are used to ensure that a specified LAN client on your network is always assigned the same IP address. To reserve an IP address for a LAN client:

 Navigate to the Fixed IP addresses assigned by the DHCP server panel.

 Click + Add a DHCP rule.

 Edit the default name of the LAN client, its MAC address, and the IP address you want to reserve for it.

 Click OK to confirm. Configuring your wireless network Your gateway supports WiFi standard 802.11g and 802.11n, but is also compatible with standard 802.11b. To change your WiFi mode, click Wireless under the Configuration sub-heading. On the Wireless Configuration page that shows up, use the Wireless Mode drop-down list to change your WiFi mode:

 802.11b: to connect with 802.11b devices only.

 802.11g: to connect with 802.11g devices only.

 802.11n: to connect with 802.11n devices only.

 802.11b+g: to connect with both 802.11b and 802.11g WiFi device types.

 80211g+n: to connect with both 802.11g and 802.11n WiFi device types.

 80211b+g+n: to connect with all WiFi device types.

 Auto: to let your gateway select the best WiFi mode. Note that, by default, your gateway is configured to allow wireless connections. You can disable this by setting Wireless State to Disabled. By default, your gateway automatically selects the best WiFi channel. However, you can select a channel manually. Transmit Power 1 2 3 4 5 6 7 Radio Output Power (dBm) Select an appropriate power level for your wireless connection from the Transmit Power drop-down box. The available range is 1 through 7. Higher the setting, higher is the power the transmitted signals and, therefore, coverage of your wireless network. The table below shows the relation between the transmit power value and its associated radio output power levels. Enter a name assigned to your wireless network in the Name of SSID text box. The default name is SINGTEL-XXXX, where XXXX represents the last four digits of your gateway serial number (for example, SINGTEL-1659). By default, your gateway broadcasts the SSID, which enables the visibility of your gateway to users who scan to connect to a wireless network. You can choose to disable the broadcast by selecting the Mask SSID check box. Note that when you disable the SSID broadcast, you will have to manually add a wireless profile in the LAN client to connect to your wireless network instead of selecting your SSID from a typical scan. 14 15 16 17 18 19 23 Securing your wireless network To secure your wireless network, click Wireless under the Configuration sub-heading. On the Wireless Configuration page that shows up, navigate to the Security panel. The default encryption type is WPA/WPA2, but you can choose another. The default WPA2 password is printed on the label on the right bottom side of your gateway. WEP WPA PSK) with the same encryption types:

configured to use Wi-Fi down list to select between 64-bit level of security. For security reasons, do not Authentication type Description Description The Wireless Encryption Protocol (WEP) is an older security The Wireless Encryption Protocol (WEP) is an older security The Wireless Encryption Protocol (WEP) is an older security protocol that allows any wireless clients within the radio range to protocol that allows any wireless clients within the radio range to access your network without an encryption key. This setting access your network without an encryption key. This setting provides the least provides the least level of security. For security select this setting unless there is a compatibility issue with an select this setting unless there is a compatibility issue with an select this setting unless there is a compatibility issue with an older wireless client. For added protection, set an encryption key older wireless client. For added protection, set an encryption key older wireless client. For added protection, set an encryption key on your access point and enter the same key into your other on your access ter the same key into your other wireless clients. wireless clients. Use the Use the Select Option drop-down list to select between and and 128-bit encryption mechanisms for WEP. This setting provides good security and works with most This setting provides good security and works with most This setting provides good security and works with most recent wireless clients. This setting requires an encryption key on the wireless clients. requires an encryption key on the access point and the wireless client access point and the wireless client configured to use Wi Protected Access Protected Access Pre-Shared Key (WPA-PSK) with the encryption key. encryption key. With WPA, you can use only the Temporal Key Integrity Protocol With WPA, you can use only Temporal Key Integrity Protocol

(TKIP TKIP) encryption mechanism. This setting requires that wireless clients use only WPA2 to This setting requires that wireless clients use only WPA2 to This setting requires that wireless clients use only WPA2 to access your networks. An encryption key must be configured on access your networks. An encryption key must be configured on the access point and entered the access point and entered into the wireless client. WPA2 currently t currently the most secure Wi-Fi encryption protocol b be available on older wireless clients. be available on older wireless clients. With WPA2, you can use only the Advanced Encryption With WPA2, you can use only the Advanced Encryption Standard Standard (AES) encryption mechanism. This setting allows a wireless client to use either WPA This setting allows a wireless client to use either WPA This setting allows a wireless client to use either WPA or WPA2 access your network. An encryption key must be configured to access your network. An encryption key must be configured on the access point on the access point and the same key must be entered on the and the same key must be entered on the wireless client. wireless client. Use the Use the Select Option drop-down list to select between

(for clients that support WPA) and AES (for clients that support

(for clients that support WPA)

(for clients that support WPA2) encryption mechanisms. We recommend you to leave WPA2) encryption mechanisms. We recommend you to leave the setting as Auto (default), which will enable your gateway to the setting as

(default), which will enable your gateway to use the appropriate encryption mechanism depending on the use the appropriate encryption mechanism depending on the use the appropriate encryption mechanism depending on the wireless client. wireless client. The following table provides more information about the The following table provides more information about the supported encryption types You can also secure your wireless network using the Wi-Fi Protected Setup (WPS). When You can also secure your wireless network using the Wi Fi Protected Setup (WPS). When WPS is enabled, your gateway automatically detects the presence of a WPS WPS is enabled, your gateway automatically detects the presence of a WPS WPS is enabled, your gateway automatically detects the presence of a WPS-enabled LAN process of accessing your wireless network client; thus, simplifying the process of accessing your wireless network process of accessing your wireless network. Your gateway supports both the WPS configuration methods: PIN-based and Push Button Configuration supports both the WPS configuration methods: PIN based and Push Button Configuration

(PBC) based. To set up WPS:

down list to select between TKIP into the wireless client. WPA2 is protocol but may not WPA/WPA2 WPA2

 Select the Enable WPS Enable WPS check box. This enables the configuration of WPS using the PBC check box. This enables the configuration of WPS using the PBC method.

 Click either the Push Button Push Button on the page or the WPS button on the front panel of your button on the front panel of your gateway. You can then use the PUSH method on your LAN client (as advised by its gateway. You can then use the PUSH method on your LAN client (as advised by its gateway. You can then use the PUSH method on your LAN client (as advised by its manufacturer). The synchronization between the access point and the client should The synchronization between the access point and the client should The synchronization between the access point and the client should be complete within 120 seconds.

If you want to use the PIN method instead, select If you want to use the PIN method instead, select PIN from the WPS Method box. Enter the PIN generated by the LAN client in the Enter PIN text box. Click box. Enter the PIN generated by the LAN client in the Enter PIN text box. Click box. Enter the PIN generated by the LAN client in the Enter PIN text box. Click Connect to establish the wireless connection. establish the wireless connection. WPS Method drop-down list MAC address filtering is disabled by default. When enabled, the wireless connection is MAC address filtering is disabled by default. When enabled, the wireless connection is MAC address filtering is disabled by default. When enabled, the wireless connection is granted only to those LAN clients whose MAC addresses are registered. granted only to those LAN clients whose MAC addresses are registered. granted only to those LAN clients whose MAC addresses are registered. The Delivery Traffic Indication Message period (DTIM Period) determines the interval at The Delivery Traffic Indication Message period (

) determines the interval at which the access point sends its broadcast traffic. which the access point sends its broadcast traffic. Authorising programs to access the Internet Authorising programs to access the Internet

, by default, configured to block all communications initiated from outside. communications initiated from outside. Your gateway is, by default, This function may affect how some applications operate: online games, communication This function may affect how some a pplications operate: online games, communication tools (email, chat, video conferencing, etc.), To allow some of your applications to To allow some of your applications to access your network from outside conferencing, etc.), and server applications (FTP, SMTP). server applications (FTP, SMTP). from outside:

 Under the Box heading, click

 On the Configuring Applications heading, click Security, and then click Applications Applications. Configuring Applications page, select the applications you need you need from the drop-

down lists.

 Click OK to confirm. Configuring port forwarding The forwarding table allows all the packets received via a specific port to be transmitted to a specific machine on the internal network. Therefore, if you want to be able to access a web server operating on machine 192.168.1.135 from outside, you will have to define a forwarding rule that redirects all the TCP packets received via port 80 to another defined port on machine 192.168.1.135. To configure port forwarding:

If required, edit the default application name by clicking on it.

 Under the Box heading, click Security, and then click Port Forwarding.

 On the Port Forwarding page, click + Add a Port Forwarding Rule.

 Select the protocol type: TCP or UDP.

 Enter the port that has to be forwarded to the internal service.

Indicate the address of the hardware on the local network, followed by the destination port. The request will be forwarded to this private address. Defining a DMZ The DMZ enables you to show a machine on the Internet with no restriction on the ports used. It allows you to open all previously undefined ports (port forwarding) to a single LAN machine:

 Under the Box heading, click Security, and then click DMZ.

 On the DMZ configuration page, click Enabled to enable the service.

 Enter the IP address of the machine that will be in the DMZ. You can also select the name of the host from the drop-down list.

 Click OK to confirm. Configuring phone lines You can configure one or two phone lines at a time on your gateway. In addition, you can configure the user name and password of your VOIP account to prevent unauthorized access. To configure your phone lines:

 Under the Box heading, click Configuration, and then click Voice.

 On the Router: Voice Configuration page, select the voice profile (singtel1 or singtel2) you want to edit or set up.

 On the Line Configuration tab, click Line 1 or Line 2 and then select the Enable This Line checkbox. This activates the line for use.

 Enter the Phone Number, Username, and Password provided by the Internet Service Provider in the corresponding text boxes.

 Click Save Current Profile. Click OK in the confirmation window that pops up.

 The page refreshes and status of the phone line along with a refresh button displays next to the Enable This Line checkbox:

Inactive or registering: Click the refresh button after some time. If the problem persists, verify the details you entered and try again.

 Registration error: The phone lines have not been registered successfully. Verify the details you entered and try again.

 Registered: The phone lines have been registered successfully. After you successfully register your phone lines, you can click the Line Statistics tab to view detailed information such as the number of incoming and outgoing calls, duration of calls, etc. Displaying the activated services Under the Box heading, click Status, and then click Services Status. This interface will allow you to view the services that are currently activated on your gateway. Displaying the broadband status Under the Box heading, click Status, and then click Broadband Status. This interface will allow you to view the connectivity status, Internet connection details, and traffic statistics. The following is an example of the Broadband Statistics page when the physical link is set to ADSL. For information on how to configure the physical link, see the Configuring your broadband Internet access section on page 3. The following is an example of the Broadband Statistics page when the physical link is set to Ethernet. HOME NETWORK Displaying the devices connected to your gateway To display the devices connected to your gateway, click Connected Devices under the Home Network heading. The devices that are currently connected and active are shown in green, whereas the devices that are not currently connected but have been part of your network are shown in red. You can view more information (such as IP address, MAC address, etc.) about the connected devices by hovering your mouse pointer over the hostname. ADMINISTRATION Creating system password To set or change your gateways administrative password, click System Password under the Management heading. Note that the password is case-sensitive and must have at least 8 alpha-numeric characters. You can also include any of the following symbols: $ @ ! | & { }

Restarting your gateway To restart your gateway, click Restart under the Management heading. Your settings will be saved. Restoring the factory settings To force your gateway to return to its original factory settings, click Reset under the Management heading. All your gateway settings will then be lost. Displaying diagnostic information To view detailed diagnostic information about your gateway and Internet connection, click Box Diagnostics under the Troubleshooting heading. Using built-in IP utilities You can use the inbuilt IP utilities such as ping, traceroute, and dnsquery to determine if there are any communication issues between your gateway and the host/Internet. To access these utilities:

 Under the Administration heading, click Troubleshooting, and then click IP Utilities.

 Select the test you want to run from the Test Type drop-down list:

If you select ping, you can test whether a particular host is reachable across an IP network. In addition, you can self-test the network interface card of your gateway or use the tool for latency test. If you select traceroute, you can determine the route taken by the data packets across an IP network. If you select dnsquery, you can test if your gateway is resolving domain names to IP addresses.

 Enter the IP address of the destination in the Host Address text box.

 Click Start or Stop testing. You can view the results in the Test Results text box.

 To clear previous test logs, click Clear Results.

INSTALLATIONGUIDE A5500Gateway 2012 Pace plc. All rights reserved. Pace and the Pace logo are registered trademarks of Pace plc. All other trademarks are the property of their respective owners. Pace 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 Pace be liable for any incidental, consequential, or special damages, whether based on tort, contract, or otherwise, arising out of or in connection with this manual, the software, or other information contained herein or the use thereof. 02212012 5100-001094-000 Contents Chapter 1 Introduction. 4 Gathering items for installation . 5 Finding a suitable location . 5 Chapter 2 Installing your gateway . 6 Connecting the power adapter. 6 Connecting the broadband interface through the Ethernet port. 7 Connecting the broadband interface through the DSL port . 8 Connecting computers to your gateway. 9 Connecting devices using a wired connection . 9 Connecting devices using a wireless connection. 10 Connecting phones . 11 Connecting an IPTV set-top box . 12 Configuring the gateway . 13 Chapter 3 Troubleshooting . 14 Connection issues . 14 LAN issues. 15 Voice issues. 16 Appendix A Regulatory and Safety Information . 17 Declaration of conformity . 17 FCC/Industry Canada compliance . 17 Part 15 of FCC rules . 17 TIA 968 (Part 68 of FCC rules)/IC CS-03. 18 MPE/SAR/RF exposure information. 19 Safety information . 19 AC adapter . 19 Telecommunication cord . 20 Internal telephone ports (VoIP) . 20 Repairs. 20 Location electrical considerations . 20 Location environmental considerations. 20 3 Introduction 1 Your A5500 gateway is an advanced networking device that can be installed by you or your service provider. This all-in-one device includes the modem, router, wireless access point, firewall, and voice gateway. Your gateway supports ADSL, ADSL2, and ADSL2+ technology. It has four wired Ethernet ports, 802.11b/g/n wireless networking, and voice capabilities. POWER ETHERNET WIRELESS WPS VOICE 1 VOICE 2 IPTV BROADBAND INTERNET W P S Status Indicators WPS button DSL USB LAN 1 2 3 4 W A N FXS 1&2 RESET POWER 1/0 DSL broadband port USB port Ethernet ports Ethernet broadband port Phone line port Reset button Power port Standby button Use WPS (Wi-Fi Protected Setup) to simplify the process of connecting wireless devices to the network. For more information, go to your gateway configuration page at http://192.168.1.254 4 Chapter 1 Introduction Gathering items for installation To install your gateway, you will need:

Gateway Power adapter DSL cable Ethernet cables (optional), to connect your gateway to the Broadband interface or a computer directly to your gateway using a wired connection Phone cable (optional), for connecting voice telephone service Gateway stand (optional), for installing your gateway vertically DSL filter (optional), for each phone on the same line as your gateway Voice line splitter (optional), for connecting two phones to the FXS port (voice) of your gateway Finding a suitable location Before you install your gateway, find an appropriate location for it. Set up your gateway near the main computer or any other device that will connect to it through the wired Ethernet ports. Your gateway also serves as a wireless access point. Wireless signals are affected by many items in homes and offices. Consider the following while determining the location of your gateway:

Place your gateway at least 5 ft (1.5 m) from cordless phones, microwave ovens, or other electronic devices to avoid potential interference, and at least 6 in (15 cm) from your television to avoid audio hissing or static. Place your gateway in an open area to minimize interference from its surroundings. Wireless signal strength is much stronger in an open area than an area with obstructions. In a single-story building, place your gateway as high and as close to each wireless device as possible. Keep your gateway away from large metal objects. Metal objects can reflect or obstruct signals, which can negatively impact wireless signal quality. Keep your gateway away from water sources like water coolers or aquariums. Note: We recommend that you use the included stand to install your gateway vertically. This prevents you from stacking things on top of it, which can block vents and cause your gateway to overheat. Chapter 1 Introduction 5 Installing your gateway 2 Use the information in this chapter to connect your gateway to the Internet and to your home network. To install the gateway, complete the following steps:

1. Connecting the power adapter on page 6 2. 3. 4. 5. 6. 7. Connecting the broadband interface through the Ethernet port on page 7 Connecting the broadband interface through the DSL port on page 8 Connecting computers to your gateway on page 9 Connecting phones on page 11 Connecting an IPTV set-top box on page 12 Configuring the gateway on page 13 Connecting the power adapter The power adapter supplies power to your gateway. Always use the power adapter that was packaged with your gateway because it matches the power requirements of your gateway and it complies with local requirements. 1. Connect one end of the power adapter to the power port on your gateway. 2. Connect the other end of the cable to an electrical outlet. After your gateway is powered on, the POWER indicator blinks green for a moment and then turns steady green. 6 Chapter 2 Installing your gateway DSL USB LAN 1 2 3 4 W A N FXS 1&2 RESET POWER 1/0 Power outlet Power adapter Connecting the broadband interface through the Ethernet port To connect your gateway to a RJ-45 jack of your broadband router or Ethernet wall socket:

1. Connect one end of the blue Ethernet cable to the Ethernet port (labelled WAN) on your gateway. 2. Connect the other end of the Ethernet cable to your broadband router or Ethernet wall socket. After your gateway recognizes the connection, the BROADBAND indicator on the front panel blinks green for a few seconds and then turns steady green. Chapter 2 Installing your gateway 7 DSL USB LAN 1 2 3 4 W A N FXS 1&2 RESET POWER 1/0 Wall Ethernet socket or Broadband router Connecting the broadband interface through the DSL port To connect your gateway to a Asymmetric Digital Subscriber Line (ADSL) wall jack:

1. Connect one end of the phone cable/twisted pair cable to the DSL port on your gateway. 2. Connect the other end of the cable to the DSL port of the DSL filter, which must be plugged into the ADSL-enabled wall jack outlet. After your gateway recognizes the connection, the BROADBAND indicator blinks green for a few seconds and then turns steady green. 8 Chapter 2 Installing your gateway Phone cable DSL filter Phone line Phone socket DSL USB LAN 1 2 3 4 W A N FXS 1&2 RESET POWER 1/0 Connecting computers to your gateway You can connect your computers and devices to your gateway using a wired connection or a wireless connection. With either type of connection, you can use the first computer that you connect to the network to set up your gateway. Connecting devices using a wired connection Your gateway has four wired Ethernet ports that you can use to connect computers or other devices. 1. Connect one end of the yellow Ethernet cable to one of the yellow Ethernet ports on the gateway. 2. Connect the other end of the cable to the Ethernet port on your computer. You can connect up to 4 computers to your gateway using the wired Ethernet ports. Note: A 6-foot yellow Ethernet cable is provided with the gateway. If you need an additional or longer cable, use a Cat 5 or Cat 5e Ethernet cable. After your gateway recognizes your computer, the ETHERNET indicator turns steady green, and blinks when your computer starts communicating with your gateway. Chapter 2 Installing your gateway 9 Computer Ethernet cable Not required for wireless setup DSL USB LAN 1 2 3 4 W A N FXS 1&2 RESET POWER 1/0 Connecting devices using a wireless connection Your gateway has an integrated wireless access point that you can use to connect wireless devices to your gateway. By default, your gateway is configured with a network name (SSID) and WPA-PSK/WPA2-PSK security. 1. On the wireless device, view the available wireless networks. The specifics of how you do this depend on the device you are connecting. The default network name (SSID) and the encryption key (64-bit hex) are printed on the label on the bottom right side of your gateway. Mac OS X users might have to enter the $ character at the beginning of the encryption key. Location of the label containing the SSID and WiFi key 2. Select the appropriate network name and connect. 3. At the prompt, enter the encryption key. 10 Chapter 2 Installing your gateway After your gateway recognizes the wireless device, the WIRELESS indicator turns steady green, and blinks when the wireless device starts communicating with your gateway. You can use WPS (Wi-Fi Protected Setup) to simplify the process of connecting wireless devices to the network. For more information, go to the gateway configuration page at http://192.168.1.254 Connecting phones The gateway includes one RJ-14 port (Phone 1 & 2) with the capacity to support 2 phone lines using a splitter or multi-jack adapter. WARNING: Do not connect the VoIP lines to your current home telephone wiring, especially if your home has an alarm system. Ensure that you are subscribed to VoIP service before configuring VoIP on the gateway. 1. Connect one end of the phone cable to the gray FXS 1 & 2 port on your gateway. 2. Do one of the following:

For one phone, connect the phone cable directly to the telephone. For two phones, connect the phone cable to a splitter and then to the telephones. DSL USB LAN 1 2 3 4 W A N FXS 1&2 RESET POWER 1/0 Chapter 2 Installing your gateway 11 DSL USB LAN 1 2 3 4 W A N FXS 1&2 RESET POWER 1/0 Two phones Telephone cable FXS phone splitter After your gateway recognizes the phones (Line 1 and Line 2), the VOICE 1 and VOICE 2 indicators turn steady green and blink when the associated phone is active. Connecting an IPTV set-top box Your gateway can be configured to use IPTV services through the Ethernet port. To connect your gateway and set-top box:

1. Connect one end of the Ethernet cable to one of the yellow Ethernet ports on your gateway. 2. Connect the other end of the cable to the Ethernet port of your set-top box. After your gateway recognizes your set-top box, the ETHERNET indicator turns steady green, and blinks when your computer starts communicating with your set-top box. 12 Chapter 2 Installing your gateway IPTV set-top box Ethernet cable DSL USB LAN 1 2 3 4 W A N FXS 1&2 RESET POWER 1/0 Configuring the gateway If necessary, you can use the gateway configuration page to view or change the gateway settings. On a computer connected to your gateway, enter the following into the address bar of a Web browser: http://192.168.1.254 Chapter 2 Installing your gateway 13 Troubleshooting 3 This chapter provides information about common gateway installation issues. If an issue has more than one potential cause, the most common cause is listed first. Connection issues Use the information in this section to identify and resolve issues related to connectivity. The POWER indicator is not on The power cable may be loose or disconnected. Check the power cable to ensure that the cable is securely connected. If the power cable is plugged in to a power strip or switched outlet, ensure that it is on. Ensure that you are using the power supply that came with your gateway. The power supply may be faulty. Verify that the light on the power supply is green. The AC outlet may be faulty. Try plugging your gateway in to a known good outlet. The POWER indicator blinks immediately after the device starts, and then turns steady green The POWER indicator blinks during POST (Power on self-test). This is normal behavior. The POWER indicator is red The POST (Power on self-test) may have failed. Press the RESET button and hold it for 10 seconds to reset your gateway. The BROADBAND indicator blinks The Ethernet or DSL cable may be loose or disconnected. Check the connections to ensure that the cable is securely connected. The DSL connection may not be established. Press the RESET button and hold it for 10 seconds to reset your gateway. If resetting your gateway does not fix the problem, contact your service provider. 14 Chapter 3 Troubleshooting The BROADBAND indicator blinks green for a long time, then turns red Your gateway may have failed to synchronize with the service provider network. Check the connections to ensure that the cable is securely connected. Your Internet service may not be activated. Contact your Internet service provider. The INTERNET indicator blinks Your Internet service may not be activated. Contact your service provider. The INTERNET indicator is red The user name and password may have been entered incorrectly. Verify the user name and password on the gateway configuration page, and try again. Your Internet service may not be activated. Contact your service provider. The ETHERNET indicator is not on The Ethernet cable may be loose or disconnected. Check the connections to ensure that the cable is securely connected. The WIRELESS indicator is not on No devices on your home network are currently connected to your gateway over the wireless connection. Ensure that the wireless feature is enabled. For more information, go to the gateway configuration page at http://192.168.1.254 The Internet is not accessible but the gateway configuration page is accessible The Ethernet or DSL cable may be loose or disconnected. Check the connections to ensure that the cable is securely connected. LAN issues Use the information in this section to identify and resolve issues related to the home network. Cant connect to your gateway through the Ethernet port The Ethernet cable may be loose or disconnected. Check the connections to ensure that the cable is securely connected. The ETHERNET indicator blinks green when there is a working link to a device. A wireless device cannot get an IP address The device may not be set up with the appropriate security type or security key. Ensure that the wireless device is using the appropriate credentials. The wireless device and your gateway may be using different wireless modes, such as 802.11b, 802.11g, or 802.11n. Ensure that the wireless device and your gateway are using compatible modes. Chapter 3 Troubleshooting 15 The wireless signal is weak The wireless device may be out of range. Ensure that the wireless device is within the range of your gateway. I cannot set a custom encryption key on the gateway user interface The custom encryption key may not conform with the security mode, key length, key type, or value type. Configure the custom encryption key so that it conforms to the security mode, key length, key type, or value type. Voice issues Use the information in this section to identify and resolve common issues related to VoIP (Voice over Internet Protocol). The VOICE 1 and VOICE 2 indicators are not on The data cable may be loose or disconnected. Check the connections to ensure that the cable is securely connected. The lines or SIP server may be configured incorrectly. For more information, see the A5500 Configuration Guide. No dial tone The service may be down or not activated. Verify that the phone is in Active mode. If the issue persists, contact your service provider. 16 Chapter 3 Troubleshooting Regulatory and Safety Information A Declaration of conformity The following sections describe regulatory compliance by region. FCC/Industry Canada compliance This device has been tested and certified as compliant with the regulations and guidelines set forth in the Federal Communication commission - FCC part 15, FCC part 68 and Industry Canada - ICES003 and RSS-210 Radio and telecommunication regulatory requirements. Le prsent materiel est conforme aux specifications techniques applicables d'Industrie Canada. Cet appareil numrique de la classe [*] est conforme la norme NMB-003 du Canada. Manufacturer: Pace plc Model(s): A5500 Part 15 of FCC rules This device complies with part 15 of the FCC Rules and Industry Canada license-

exempt RSS standard(s). Operation is subject to the following two conditions:

(1) this device may not cause harmful interference, and

(2) this device must accept any interference received, including interference that may cause undesired operation of the device. Le prsent appareil est conforme aux normes CNR d'Industrie Canada applicables aux appareils radio exempts de licence. L'exploitation est autorise aux deux conditions suivantes:

(1) l'appareil ne doit pas produire de brouillage, et

(2) l'utilisateur de l'appareil doit accepter tout brouillage radiolectrique subi, mme si le brouillage est susceptible d'en compromettre le fonctionnement. This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. Appendix A Regulatory and Safety Information 17 This equipment generates uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

Reorient or relocate the receiving antenna. Connect the equipment into an outlet on a circuit different from that to which the Increase the separation between the equipment and receiver. receiver is connected. Consult the dealer or an experienced radio/TV technician for help. Caution: Changes or modifications not expressly approved by the party responsible for compliance could void your authority to operate this equipment. TIA 968 (Part 68 of FCC rules)/IC CS-03 This equipment complies with the Telecommunication Industry Association TIA-968

(FCC part 68) and Industry Canada CS-03 Telecommunication requirements. On the product is a label that contains, among other information, the IC and FCC registration number and ringer equivalence number (REN) for this equipment. If requested, this information may be provided to the telephone company. The REN is used to determine the quantity of devices that may be connected to the telephone line. Excessive RENs on the telephone line may result in the device not ringing in response to an incoming call. In most, but not all areas, the sum of the RENs should not exceed five (5.0) L'indice d'quivalence de la sonnerie (IES) sert indiquer le nombre maximal de terminaux qui peuvent tre raccords une interface tlphonique. La terminaison d'une interface peut consister en une combinaison quelconque de dispositifs, la seule condition que la somme d'indices d'quivalence de la sonnerie de tous les dispositifs n'excde pas 5. To be certain of the number of devices that may be connected to the line, as determined by the total RENs, contact the telephone company to determine the maximum RENs for the calling area. This product cannot be used on telephone-company-provided coin service. Connection to Party Line Service is subject to state tariffs. An FCC-compliant telephone cord and modular plug is provided with this equipment. This equipment is designed to be connected to the telephone network or premises wiring using a compatible modular jack that is Part 68 compliant. If this equipment causes harm to the telephone network, the telephone company will notify you in advance that temporary discontinuance of service may be required. If advance notice is not practical, the telephone company will notify the customer as soon as possible. Also, you will be advised of your right to file a complaint with the FCC if you believe it 18 Appendix A Regulatory and Safety Information is necessary. The telephone company may make changes in its facilities, equipment, operations, or procedures that could affect the operation of this equipment. If this happens, the telephone company will provide advance notice in order for you to make the necessary modifications to maintain uninterrupted service. If trouble is experienced with this equipment, please contact Pace Americas, or your local Pace Americas distributor or service center in the U.S.A. for repair and/or warrant information. If the trouble is causing harm to the telephone network, the telephone company may request you to remove this equipment from the network until the problem is resolved. No repairs can be done by a customer on this equipment. It is recommended that the customer install an AC surge arrestor in the AC outlet to which this device is connected. This is to avoid damage to the equipment caused by local lightning strikes and other electrical surges. MPE/SAR/RF exposure information This device was verified for RF exposure and found to comply with Council Recommendation 1999/519/EC and FCC OET-65 RF exposure requirements. This equipment complies with FCC radiation exposure limits set forth for an uncontrolled environment. WARNING: While this device is in operation, a separation distance of at least 20 cm

(8 inches) must be maintained between the radiating antenna inside the EUT and the bodies of all persons 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. Safety information The following sections describe the safety guidelines for this product. AC adapter This product is intended to be supplied with a listed Pace or 2Wire Direct Plug-In AC/

DC power adapter marked Class 2 or LPS and rated 12V, 3A or 14.5VDC, 2.5A for all 50xxNV-xxx and 50xxN-xxx models. The AC/DC power adapter supplied with this product is designed to ensure your personal safety and to be compatible with this equipment. Appendix A Regulatory and Safety Information 19 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. Allow adequate ventilation around the adapter. Avoid locations with restricted airflow. Connect the adapter to a proper power source. The voltage and grounding requirements are found on the product case and/or packaging. Do not use the adapter if the cord becomes damaged. Do not attempt to service the adapter. There are no serviceable parts inside. Replace the unit if it is damaged or exposed to excess moisture. Telecommunication cord Caution: To reduce the risk of fire, use only No. 26 AWG or larger UL Listed or CSA Certified Telecommunication Line Cord. Internal telephone ports (VoIP) Telecommunication equipment connected to this port (e.g., via Voice 1 & 2 port) should be UL Listed and the connections shall be made in accordance with Article 800 of the NEC. Repairs Do not, under any circumstances, attempt any service, adjustments, or repairs on this equipment. Instead, contact your local Pace Americas distributor or service provider for assistance. Failure to comply may void the product warranty. Location electrical considerations CAUTION: Due to risk of electrical shock or damage, do not use this product near water, including a bathtub, wash bowl, kitchen sink or laundry tub, in a wet basement, or near a swimming pool. Also, avoid using this product during electrical storms. Avoid locations near electrical appliances or other devices that cause excessive voltage fluctuations or emit electrical noise (for example, air conditioners, neon signs, high-

frequency or magnetic security devices, or electric motors). Location environmental considerations Do not plug the AC/DC power adapter into an outdoor outlet or operate the residential gateway outdoors. It is not waterproof or dustproof, and is for indoor use only. Any damage to the unit from exposure to rain or dust may void your warranty. 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. 20 Appendix A Regulatory and Safety Information