Connectivity

I cannot access the Internet. What should I do?

• Verify that the Safe@Office appliance is operating. If not, check the power connection to the Safe@Office appliance.
• Check if the LED for the WAN port is green. If not, check the network cable to the modem and make sure the modem is turned on.
• Check if the LED for the LAN port used by your computer is green. If not, check if the network cable linking your computer to the Safe@Office appliance is connected properly. Try replacing the cable or connecting it to a different LAN port.
• Using your Web browser, go to http://my.firewall and see whether "Connected" appears on the Status Bar. Make sure that your Safe@Office appliance network settings are configured as per your ISP directions.
• Check your TCP/IP configuration according to Installing and Setting up the Safe@Office Appliance.
• If Web Filtering or Email Filtering are on, try turning them off.
• Check if you have defined firewall rules which block your Internet connectivity.
• Check with your ISP for possible service outage.
• Check whether you are exceeding the maximum number of computers allowed by your license, by viewing the My Computers page.

I cannot access my DSL broadband connection. What should I do?

DSL equipment comes in two flavors: bridges (commonly known as DSL modems) and routers. Some DSL equipment can be configured to work both ways.

• If you connect to your ISP using a PPPoE or PPTP dialer defined in your operating system, your equipment is most likely configured as a DSL bridge. Configure a PPPoE or PPTP type DSL connection.
• If you were not instructed to configure a dialer in your operating system, your equipment is most likely configured as a DSL router. Configure a LAN connection, even if you are using a DSL connection.

For instructions, see Configuring the Internet Connection.

I cannot access my Cable broadband connection. What should I do?

• Some cable ISPs require you to register the MAC address of the device behind the cable modem. You may need to clone your Ethernet adapter MAC address onto the Safe@Office appliance. For instructions, see Configuring the Internet Connection.
• Some cable ISPs require using a hostname for the connection. Try reconfiguring your Internet connection and specifying a hostname. For further information, see Configuring the Internet Connection.

I cannot access my ADSL connection from an ADSL appliance. What should I do?

• Check that a micro-filter is used on all the phone sockets on the line (required in most locations).
• Check that the DSL Standard setting configured for your appliance is compatible with your service provider. You can view this setting in the Network > Internet Setup page.
• Advanced ADSL configuration fine tuning options are available via the CLI. For information, refer to the Embedded NGX CLI Reference Guide.

I cannot access http://my.firewall or http://my.vpn. What should I do?

• Verify that the Safe@Office appliance is operating.
• Check if the LED for the LAN port used by your computer is green. If not, check if the network cable linking your computer to the Safe@Office appliance is connected properly.
• By default, unencrypted HTTP access is not allowed from the wireless LAN to http://my.firewall or http://my.vpn. Therefore, if you are connecting from the wireless LAN, try connecting to https://my.firewall instead.
• Try surfing to 192.168.10.1 instead of to my.firewall.

• Check your TCP/IP configuration according to Installing and Setting up the Safe@Office Appliance.
• Restart your Safe@Office appliance and your broadband modem by disconnecting the power and reconnecting after 5 seconds.
• If your Web browser is configured to use an HTTP proxy to access the
  Internet, add my.firewall or my.vpn to your proxy exceptions list.

My network seems extremely slow. What should I do?

• The Ethernet cables may be faulty. For proper operation, the Safe@Office appliance requires STP CAT5 (Shielded Twisted Pair Category 5) Ethernet cables. Make sure that this specification is printed on your cables.
• Your Ethernet card may be faulty or incorrectly configured. Try replacing your Ethernet card.
• There may be an IP address conflict in your network. Check that the TCP/IP settings of all your computers are configured to obtain an IP address automatically.

I changed the network settings to incorrect values and am unable to correct my error. What should I do?

Reset the network to its default settings using the button on the back of the Safe@Office appliance unit. See Resetting the Safe@Office Appliance to Defaults.

I am using the Safe@Office appliance behind another NAT device, and I am having problems with some applications. What should I do?

By default, the Safe@Office appliance performs Network Address Translation (NAT). It is possible to use the Safe@Office appliance behind another device that performs NAT, such as a DSL router or Wireless router, but the device will block all incoming connections from reaching your Safe@Office appliance.

To fix this problem, do ONE of the following. (The solutions are listed in order of preference.)

• Consider whether you really need the router. The Safe@Office appliance can be used as a replacement for your router, unless you need it for some additional functionality that it provides.
• If possible, disable NAT in the router. Refer to the router’s documentation for instructions on how to do this.
• If the router has a “DMZ Computer” or “Exposed Host” option, set it to the Safe@Office appliance’s external IP address.
• Open the following ports in the NAT device:
  • UDP 9281/9282
  • UDP 500
  • UDP 2746
  • TCP 256
  • TCP 264
  • ESP IP protocol 50
  • TCP 981

I cannot receive audio or video calls through the Safe@Office appliance. What should I do?

To enable audio/video, you must configure an IP Telephony (H.323) virtual server. For instructions, see Configuring Servers.

I run a public Web server at home but it cannot be accessed from the Internet. What should I do?

Configure a virtual Web Server. For instructions, see Configuring Servers.

I cannot connect to the LAN network from the DMZ or primary WLAN network. What should I do?

By default, connections from the DMZ or primary WLAN network to the LAN network are blocked. To allow traffic from the DMZ or primary WLAN to the LAN, configure appropriate firewall rules. For instructions, see Using Rules.