User's Manual

Chapter 18 Maintenance and Troubleshooting
Resolving problems
SmartClass TPS User’s Guide
154 22035456, Rev 001 May 2014
Verify that the IP address and gateway are on the same network as defined by the netmask.
Check the netmasks if Ethernet IP = DSL IP. The netmasks must be different.
Verify that the Netmask is not set to 0.0.0.0.
Issue
The Frame LED is green, but IP pings are not working.
Resolution
A green Data status indicator does not guarantee an IP ping (or any routed/bridged packet) will be
treated properly once it leaves the unit. In an Ethernet bridged or IP over ATM environment with
static addressing, there is no initial communication with the far end, so as soon as ATM sync occurs
the interface is deemed active to pass user data.
Make sure that the VPI and VCI is correct.
Make sure that the encapsulation is correct.
Try pinging a different host.
Make sure the DNS server is active with another PC.
Set the ping packet size smaller.
Make sure the Data mode is set correctly for the type of circuit under test (such as PPPoE versus
IPoE).
Make sure you are not behind a firewall; they can block ping responses from reaching the host.
Check to see if the connection is unnumbered. If it is, verify that the connection is configured
correctly.
View the IP Ping results menu. It can often give important clues as to why the ping is not successful.
VoIP test problems
The following section addresses questions about VoIP testing.
Issue
The VoIP call didn’t go through.
Resolution
Check your connections to verify that they are hooked up properly.
Check the status LEDs. The Sync and Frame LEDs should be green.
Verify the LAN settings (IP address, netmask, DNS name).
Verify the call control. Most equipment uses Fast Connect.
If you do not have a gatekeeper, verify the outgoing alias and IP address.
If you are using a gatekeeper, verify you are registered with the gatekeeper.