GemTek Technology ADV980114G DDR2201 v1 ADSL2+ Residential Gateway User Manual Manual 3

Gemtek Technology Co., Ltd. DDR2201 v1 ADSL2+ Residential Gateway Manual 3

Contents

Manual 3

Parental Control Setup - Filtering Function 4030765 Rev 01 1471Click Security on the main screen. The MAC Filtering screen opens by default. 2Click the Firewall tab. The Filtering Function screen opens. 3-6-2009 Draft
Chapter 6 Security Configuration 148 4030765 Rev 013Check the Enable Filtering Function check box to enable the filtering function. The Client IP Mac Filtering screen populates with any time restrictions that are set. 4Click Add PC. The Add Filtering Function screen opens. 3-6-2009 Draft
Parental Control Setup - Filtering Function 4030765 Rev 01 1495In the Client PC Description field, enter a description of the PC for which you want to block services. 6In the Choose mode field, Click IP mode or MAC mode from the drop-down menu. 7Enter the IP address in the Client PC IP Address field, or enter the MAC address in the MAC address field depending upon the mode you selected in step 6. 8Under Service Name area, check the Blocking check box for every service thatyou wish to filter. 9In the Scheduling Week Day area, check the check the check boxes next to each day where you want to set up time of day restrictions. If you want to apply the time of day restrictions to everyday, check the Everyday check box. For example, check the F, Sa, and Su check boxes to apply time of day restrictions to Friday, Saturday, and Sunday.10 In the Time area set the time as follows: Click the 24Hours option to apply the restrictions 24 hours a day Click the option where you select the time from the drop-down menus. Use the drop down menus to enter the time when you want the restriction to start and end.11 Click Save/Apply to enable the time of day restrictions. Removing Time of Day Restrictions To remove time of day restrictions, complete the following steps. 1Click Security on the main screen. The MAC Filtering screen opens by default. 3-6-2009 Draft
Chapter 6 Security Configuration 150 4030765 Rev 012Click the Firewall tab. The Filtering Function screen opens. 3Check the Enable Filtering Function check box to enable the filtering function. The Mac Filtering screen populates with any time restrictions that are set. Q. to reviewers. screen changed test steps. 4From the Configure field select Remove in the Remove column next to the time of day restriction that you wish to remove. 5Click Remove to remove the restriction. 3-6-2009 Draft
URL Filtering Function4030765 Rev 01 151URL Filtering Function The URL Filtering Function screen allows you to block websites based on the URL address and/or key words used in the website. For example, if you have children in the home, you may want to block websites that are inappropriate for children by entering the URL or key words. Path: Security > Firewall > URL Filter Enabling URL Filtering To enable URL filtering for the firewall, complete the following steps. 3-6-2009 Draft
Chapter 6 Security Configuration 152 4030765 Rev 011Click Security on the main screen. The MAC Filtering screen opens by default. 2Click the Firewall tab. The Filtering Function screen opens by default. 3-6-2009 Draft
URL Filtering Function4030765 Rev 01 1533Click the URL Filter tab. The URL Filtering Function screen opens. 4Click Enable URL Filtering Function. The URL Filtering Function screen updates with blank fields for entering the URLs that you want to block. 5For each rule, enter the URL or keyword that you want to block. 6Under Week Day, select Everyday or select the individual days on which you want the filter to take effect. 7Under Time, select 24Hours or select the individual times that you want the filter to take effect. 8Click Save. Removing a URL Filter To remove a URL filter from the firewall, complete the following steps. 3-6-2009 Draft
Chapter 6 Security Configuration 154 4030765 Rev 011Click Security on the main screen. The MAC Filtering screen opens by default. 2Click the Firewall tab. The Filtering Function screen opens by default. 3Click the URL Filter tab. The URL Filtering Function screen opens. 3-6-2009 Draft
URL Filtering Function4030765 Rev 01 1554Click Enable URL Filtering Function. The URL Filtering Function screen updates with blank fields for entering the URLs that you want to block. 5Click Del next to each rule that you want to delete. If you want to remove all the rules, click Remove All. 6Click Save. 3-6-2009 Draft
Chapter 6 Security Configuration 156 4030765 Rev 01Stateful Packet Inspection The Stateful Packet Inspection screen allows you to use stateful packet inspection (SPI) to detect and prevent certain types of network attacks such as DoS (denial-of-service) attacks. Q. to reviewers provide more detail. Path: Security > Firewall > Stateful Packet Inspection Enabling Stateful Packet Inspection To enable stateful packet inspection (SPI), complete the following steps.1Click Security on the main screen. The MAC Filtering screen opens by default. 3-6-2009 Draft
Stateful Packet Inspection 4030765 Rev 01 1572Click the Firewall tab. The Filtering Function screen opens by default. 3Click the Stateful Packet Inspection tab. The Intrusion Detection screen opens. 4Select the Enable SPI, Hacker Pattern and Anti-Dos Firewall field. Q. to reviewers: What about the Enable Email ALert field? 5Click Save/Apply to enable stateful packet inspection. 3-6-2009 Draft
Chapter 6 Security Configuration 158 4030765 Rev 01Local Certificates The Local Certificates screen allows you to load certificates onto the residential gateway. Local certificates are used by peers to verify your identity. A maximum of four certificates can be stored on the residential gateway. Path: Security > Certificate > Local > Local Certificates Creating Certificates The Create Certificate screen allows you to generate a certificate by specifying certificate parameters shown in this screen. To create a certificate, complete the following steps. 1Click Security on the main screen. The MAC Filtering screen opens by default. 3-6-2009 Draft
Local Certificates 4030765 Rev 01 1592Click Certificate. The Local Certificates screen opens. 3Click Create Certificate Request. The Create New Certificate Request screen opens. 4In the Certificate Name field, enter the name for the certificate. 5In the Common Name field, enter the common name of the certificate. 6In the Organization Name field, enter the name of the organization that owns thecertificate. 7In the State/Province Name field, enter the state or province where you want to register the certificate. 8In the Country/Region Name field, use the drop-down list to select the country or region where you want to register the certificate. 9Click Apply to create the certificate. The certificate signing request screen opens. 3-6-2009 Draft
Chapter 6 Security Configuration 160 4030765 Rev 0110 Click Load Signed Certificate to save the certificate on the residential gateway. Importing Local Certificates The Import Certificate screen allows you to import a pre-existing certificate to the residential gateway. To import a certificate, complete the following steps. 1Click Security on the main screen. The MAC Filtering screen opens by default. 3-6-2009 Draft
Local Certificates 4030765 Rev 01 1612Click Certificate. The Local Certificates screen opens. 3Click Import Certificate. The Import certificate screen opens.4In the Certificate Name field, enter the name of the certificate. 3-6-2009 Draft
Chapter 6 Security Configuration 162 4030765 Rev 015In the Certificate area, copy and paste the contents of the certificate file provided by the service provider. 6In the Private Key area, copy and paste the private key from the certificate file provided by the service provider. 7Click Apply to save the certificate on the residential gateway. 3-6-2009 Draft
Trusted CA Certificates 4030765 Rev 01 163Trusted CA Certificates The Trusted CA (Certificate Authority) Certificates screen allows you to load certificates onto the residential gateway. You can use CA certificates to verify peers' certificates. A maximum of four certificates can be stored.Path: Security > Certificate > Trusted CA > Trusted CA (Certificate Authority) Certificates Importing Trusted CA Certificates The Import CA certificate screen allows you to import a pre-existing trusted CA certificate to the residential gateway. 1Click Security on the main screen. The MAC Filtering screen opens by default. 3-6-2009 Draft
Chapter 6 Security Configuration 164 4030765 Rev 012Click Certificate. The Local Certificates screen opens. 3Click the Trusted CA tab. The Trusted CA (Certificate Authority) Certificates screen opens. 3-6-2009 Draft
Trusted CA Certificates 4030765 Rev 01 1654Click Import Certificate. The Import CA Certificate screen opens. 5In the Certificate Name field, enter the name of the certificate. 6In the Certificate area, copy and paste the contents of the certificate file provided by the service provider. 7Click Apply to save the CA certificate on the residential gateway. 3-6-2009 Draft
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4030765 Rev 01 167The Advanced tab lets you to check the quality of service and IP traffic over your network and to change the configuration. Use this chapter to check the status of the more advanced features of your residential gateway, such as port mapping and DNS server configuration, and to change the configuration. 7Chapter 7Advanced Configuration In This Chapter Upstream Quality of Service ............................................................. 168 Remote Management ......................................................................... 171 Port Mapping ...................................................................................... 173 Creating Certificates........................................................................... 176 Virtual Servers Setup.......................................................................... 178 Port Triggering Setup......................................................................... 182 DMZ Host Setup................................................................................. 186 DNS Server Configuration ................................................................ 187 Dynamic DNS...................................................................................... 188 Default Gateway Routing.................................................................. 191 Internet Group Management Protocol............................................. 193 IPSec Settings....................................................................................... 194 3-6-2009 Draft
Chapter 7 Advanced Configuration 168 4030765 Rev 01Upstream Quality of Service The Upstream Quality of Service screen allows you to configure the Quality of Service (QoS) settings for the residential gateway. Path: Advanced > QoS > Upstream Quality of Service Q. to reviewers: Screen alignment is off. Adding Upstream Quality of Service Settings To add upstream Quality of Service settings, complete the following steps. 1Click Advanced on the main screen. The Upstream Quality of Service screen opens. 3-6-2009 Draft
Upstream Quality of Service 4030765 Rev 01 1692Click Add. The Add Upstream QoS Rule screen opens. 3In the Name field, enter the name of the QoS rule. 4In the LAN Port field, select the LAN port for which you want to apply the rule. 5In the Protocol field, select the protocol that you want to use from the following options: TCP/UDP TCP UDP ICMP 6In the IP Address field, enter the source and destination addresses. 7In the Subnet Mask field, enter the source and destination subnet masks.8In the Port Number field, enter the source and destination ports. 9In the MAC address field, enter the MAC address for the source from which the packets are being sent. 10 In the MAC Mask field, enter the mask for the source from which the packets are being sent. Q. to reviewers Fields changed update 3-6-2009 Draft
Chapter 7 Advanced Configuration 170 4030765 Rev 0111 Select the Marker field and choose from the list of Diffserv code point (DSCP) values. 12 Select the Queue field and choose from the list of queues. 13 Click Save. 3-6-2009 Draft
Remote Management4030765 Rev 01 171Remote Management The Remote Management -- TR-O69 Client screen allows an autoconfiguration server (ACS) to perform autoconfiguration, provisioning, collection of statistics, and diagnostics for this residential gateway. Path: Advanced > Remote Management Configuring the TR-069 Client Options To configure the TR-069 client options, complete the following steps. 3-6-2009 Draft
Chapter 7 Advanced Configuration 172 4030765 Rev 011Click Advanced on the main screen. The Remote Management -- TR-069 Client screen opens. 2In the Inform field, choose one of the following options: Click Enable to to enable the periodic "inform" messages from the residential gateway.Click Disable to disable the inform messages to the residential gateway.3In the Inform Interval field, enter frequency that the inform messages are sentfrom the residential gateway to the autoconfiguration server. 4In the ACS URL field, enter the URL for the autoconfiguration server. 5In the ACS User Name field, enter the user name for autoconfiguration server. 6In the ACS Password field, enter the password for the autoconfiguration server. 7Select the Connection Request Authentication field. 8In the Connection Request User Name field, enter the name of the connection request. 9In the Connection Request Password field, enter the password for the connection request. 10 Click GetRPCMethods to obtain the list of remote procedural calls (RPC) supported by the autoconfiguration server. 11 Click Save/Apply to save the configuration changes. 3-6-2009 Draft
Port Mapping 4030765 Rev 01 173Port Mapping The Port Mapping screen allows you to specify which traffic will be transmitted over the WAN interface. Traffic is classified by ingress port, such as Ethernet port, or by DHCP option settings. Port Mapping supports multiple ports to PVC and bridging groups. Each group will perform as an independent network. To support this feature, you must create mapping groups with appropriate LAN and WAN interfaces. Path: Advanced > Port Mapping Adding Port Mapping To add port mapping, complete the following steps. CAUTION:This procedure is for administrators only. Incorrectly using this function can adversely affect your system operation.1Click Advanced on the main screen. The Upstream Quality of Service screen opens. 3-6-2009 Draft
Chapter 7 Advanced Configuration 174 4030765 Rev 012Click the Port Mapping tab. The Port Mapping screen opens.3Select the Enable virtual ports on field if you want to use the port mapping feature. 4Select Enable Diffserv to 802.1p conversion if you want to convert diffserv code points to 802.1p tags. 3-6-2009 Draft
Port Mapping 4030765 Rev 01 1755Click Add. The Port Mapping Configuration screen opens. 6In the Group Name field, enter the name of the group. The group name must be unique. For example, enter IPTV. 7For the Grouped Interfaces field, select interfaces from the Available Interfaces list and add them to the grouped interface list using the arrow buttons to create the required mapping of the ports. 8In the Automatically Add Clients With the following DHCP Vendor IDs, add the DHCP option 60 [vendor ID option] string for the devices (typically IP set-tops) attached to the residential gateway.9Click Save/Apply. 3-6-2009 Draft
Chapter 7 Advanced Configuration 176 4030765 Rev 01Creating Certificates The Create Certificate screen allows you to generate a certificate by specifying certificate parameters shown in this screen. To create a certificate, complete the following steps. 1Click Security on the main screen. The MAC Filtering screen opens by default. 2Click Certificate. The Local Certificates screen opens. 3-6-2009 Draft
Creating Certificates 4030765 Rev 01 1773Click Create Certificate Request. The Create New Certificate Request screen opens. 4In the Certificate Name field, enter the name for the certificate. 5In the Common Name field, enter the common name of the certificate. 6In the Organization Name field, enter the name of the organization that owns thecertificate. 7In the State/Province Name field, enter the state or province where you want to register the certificate. 8In the Country/Region Name field, use the drop-down list to select the country or region where you want to register the certificate. 9Click Apply to create the certificate. The certificate signing request screen opens. 10 Click Load Signed Certificate to save the certificate on the residential gateway. 3-6-2009 Draft
Chapter 7 Advanced Configuration 178 4030765 Rev 01Virtual Servers Setup The NAT -- Virtual Servers Setup screen allows you to configure servers to which you want to forward IP packets that belong to a specific service. Path: Advanced > IP Networking > NAT > Virtual Servers Adding a Virtual Server To add and configure a virtual server, complete the following steps. 1Click Advanced on the main screen.2Click IP Networking. The NAT screen opens. 3-6-2009 Draft
Virtual Servers Setup 4030765 Rev 01 1793Click Virtual Servers.The Virtual Servers screen opens. 3-6-2009 Draft
Chapter 7 Advanced Configuration 180 4030765 Rev 014From the Virtual Servers Setup screen, click Add. The NAT Virtual Servers screen opens. 5Under Server Name, choose one of the following: Click Select a Service, and choose a service from the drop-down list. OR Click Custom Server, and enter a server name and the Server IP Address. 6In the Server IP Address field, enter the IP address for the server. 7Under Protocol, select TCP, UDP, TCP/UDP. 8Click Save/Apply to add the virtual server. Removing a Virtual Server To remove a virtual server, complete the following steps. 1Click Advanced on the main screen.3-6-2009 Draft
Virtual Servers Setup 4030765 Rev 01 1812Click IP Networking. The NAT screen opens. 3Click Virtual Servers.The Virtual Servers screen opens. 4From the NAT Virtual Servers Setup screen, select Remove in the Remove column next to the server you wish to remove. 5Click Remove to remove the NAT Virtual Server. 3-6-2009 Draft
Chapter 7 Advanced Configuration 182 4030765 Rev 01Port Triggering Setup Some applications require that specific ports in the router's firewall be opened for access by the remote parties. The Port Triggering feature dynamically opens up the "Open Ports" in the firewall when an application on the LAN initiates a TCP/UDP connection to a remote party using the Triggering Ports feature. The router allows the remote party from the WAN side to establish new connections with the application on the LAN side using the open ports. A maximum of 32 entries can be configured.The NAT -- Port Triggering screen allows you to configure servers to which you want to forward IP packets that belong to a specific service. Path: Advanced > IP Networking > NAT > Port Triggering > NAT -- Port Triggering Opening a Port on the Firewall To open a port on the firewall, complete the following steps. 1CClick Advanced on the main screen. 2Click IP Networking. The NAT screen opens. 3-6-2009 Draft
Port Triggering Setup 4030765 Rev 01 1833Click Port Triggering. The NAT -- Port Triggering screen opens. 4From the NAT -- Port Triggering screen, click Add. The NAT Port Triggering screen opens with a list of available protocols. 5Under Application Name, choose one of the following: Click Select an Application and choose an application from the drop-down list. OR Click Custom Application, and enter a name for the application. 3-6-2009 Draft
Chapter 7 Advanced Configuration 184 4030765 Rev 016Complete the fields on the screen as follows: Under Trigger Port Start, enter the time that you want to open the trigger port on the firewall. Under Trigger Port End, enter the time that you want to close the trigger port on the firewall. Under Trigger Protocol, select TCP/UDP, TCP or UDP. Under Open Port Start, enter the starting port number for the ports that you want to open on the firewall. Under Open Port End, enter the ending port number for the ports that you want to open on the firewall. Under Open Protocol, select TCP/UDP, TCP or UDP.7Click Save/Apply to open the ports on the firewall. Closing a Port on the Firewall To close a port on the firewall, complete the following steps. 1Click Advanced on the main screen.2Click IP Networking. The NAT screen opens. 3-6-2009 Draft
Port Triggering Setup 4030765 Rev 01 1853Click Port Triggering. The NAT -- Port Triggering screen opens. 4From the NAT -- Port Triggering screen, click Remove in the Remove column next to the port you wish to close. 5Click Remove. The port you selected is closed. 3-6-2009 Draft
Chapter 7 Advanced Configuration 186 4030765 Rev 01DMZ Host Setup The NAT -- DMZ Host screen allows the IP packets from the WAN that do not belong to any of the applications configured in the Virtual Servers table to be forwarded to the DMZ (demilitarized zone) host computer. Path: Advanced > IP Networking > NAT > DMZ Host > NAT -- DMZ Host Activate the DMZ Host In the DMZ Host IP Address field, enter the computer's IP address and click Save/Apply to activate the DMZ host. Deactivate the DMZ Host Clear the DMZ Host IP Address field and click Save/Apply to deactivate the DMZ host. 3-6-2009 Draft
DNS Server Configuration 4030765 Rev 01 187DNS Server Configuration The DNS Server Configuration screen allows you to configure the Domain Name Server (DNS). If the Enable Automatic Assigned DNS check box is selected, this router will accept the first received DNS assignment from one of the PPPoA, PPPoE or MER/DHCP enabled PVC(s) during the connection establishment. If the check box is not checked, enter the primary and optional secondary IP address or domain name address of the DNS server to establish connection. Click Save to save the new configuration. You must reboot the router to make the new configuration effective. Path: Advanced > IP Networking > DNS > DNS Server 3-6-2009 Draft
Chapter 7 Advanced Configuration 188 4030765 Rev 01Dynamic DNS The Dynamic DNS screen allows you to alias a dynamic IP address to a static hostname in any of the many domains. The alias allows your DSL router to be more easily accessed from various locations on the Internet. Path: Advanced > IP Networking > DNS > Dynamic DNS Adding an Alias for A Dynamic IP Address to a Static Host Name To alias a dynamic IP address to a static host name, complete the following steps. 1Click Advanced on the main screen.2Click IP Networking. The NAT screen opens. 3-6-2009 Draft
Dynamic DNS 4030765 Rev 01 1893Click DNS. The DNS screen opens. 4Click Dynamic DNS. The Dynamic DNS screen opens. 5Click Add on the Dynamic DNS screen. The Add dynamic DDNS screen opens. Q. to reviewers Dynamic should be a capital D on screen. 6In the D-DNS provider field, select the provider from the drop-down list. 7In the Hostname field, enter the name of the host. 3-6-2009 Draft
Chapter 7 Advanced Configuration 190 4030765 Rev 018In the Interface field, select the interface from the drop-down list. 9Under DynNDS Settings, enter your user name and password. 10 Click Save/Apply. 3-6-2009 Draft
Default Gateway Routing 4030765 Rev 01 191Default Gateway Routing The Default Gateway screen allows you to make gateway assignments for devices that are connected to the residential gateway. Note: If you change the Enable Automatic Assigned Default Gateway check boxfrom unselected to selected, you must reboot the router to get the automatic assigned default gateway. Path: Advanced > IP Networking > Routing > Default Gateway Assigning Default Gateways To assign a default gateway, complete the following steps.1Click Advanced on the main screen.2Click IP Networking. The NAT screen opens. 3-6-2009 Draft
Chapter 7 Advanced Configuration 192 4030765 Rev 013Click Routing. The Routing screen opens. 4Click Default Gateway. The Default Gateway screen opens. 5Do you want to enable the automatic assigned defautl gateway? If yes, be sure the Enable Automatic Assigned Default Gateway check box is checked. If this check box is checked, the residential gateway will accept the first received default gateway assignment from one of the PPPoA, PPPoE or MER/DHCP enabled PVC(s). If no, be sure the Enable Automatic Assigned Default Gateway check box is not checked. If the check box is not checked, enter the static default gateway AND/OR a WAN interface. 6 Click Save/Apply to save your selection. 3-6-2009 Draft
Internet Group Management Protocol 4030765 Rev 01 193Internet Group Management Protocol IGMP screen allows you to configure the Internet group management protocol (IGMP) parameters. The Internet Group Management Protocol is a communications protocol that is used to manage the membership of Internet Protocol multicast groups. Routers use IGMP to manage multicasting. The IGMP messages are used todetermine which hosts are part of which multicast groups. Path: Advanced > IP Networking > IGMP The Enabling IGMP Snooping IGMP snooping is???? Reviewer questionTo enable IGMP snooping, complete the following steps. 1Select the Enable IGMP snooping field. 2In the Query Interval field, enter the interval in seconds. 3In the Query Response Interval field, enter the interval in seconds. 4In the Query Version field, choose the version from the drop-down list. 5In the Last member Query Interval field, enter the interval in seconds. 6In the Last member Query Count field, enter the number of times you want the system to query. 7Click Save/Reboot to save your changes and reboot the system. 3-6-2009 Draft
Chapter 7 Advanced Configuration 194 4030765 Rev 01IPSec Settings The IPSec Settings screen allows you to configure IP security settings for the residential gateway. Path: Advanced > IP Networking > IPSec Adding an IPSec Connection To add an IPSec connection, complete the following steps. 1Click Advanced on the main screen.2Click IP Networking. The NAT screen opens. 3Click IPSec. The IPSec Settings screen opens. 3-6-2009 Draft
IPSec Settings 4030765 Rev 01 1954Click Add New Connection. The IPSec Settings screen opens. 5In the IPSec Connection Name field, enter the name of the connection. 6In the Remote IPSec Gateway Address field, enter the gateway address for the remote IPSec gateway. 7In the Tunnel access from local IP addresses field, select Subnet or Single Address. 8In the IP Address for VPN, enter the IP address for the VPN connection. 9In the IP Subnetmask field, enter the subnet mask for the VPN IP address. 10 In the Key Exchange Method field, select Auto(IKE) or manual. 11 In the Authentication Method field, select Pre-Shared Key or Certificate (X.509). 12 Depending upon the authentication method that you selected, do one of the following: If you selected Pre-Shared Key, enter the name of the key in the Pre-Shared Key field. OR If you selected Certificate (X.509), select a certificate from the drop-down list of certificates in the Certificate field.13 In the Perfect Forward Secrecy field, select one of the following options: If you select Enable, Perfect Forward Secrecy is enabled. OR If you select Disable, Perfect Forward Secrecy is disabled. 3-6-2009 Draft
Chapter 7 Advanced Configuration 196 4030765 Rev 0114 Do you want to configure the advanced settings? If yes, in the Advanced IKE Settings field, click Show Advanced Settings to populate the screen with advanced settings. If no, go to step 17. 15 Complete the advanced settings as follows: aIn the Phase 1 Mode field, select Main or Aggressive. bIn the Encryption Algorithm field, select one of the following encryption algorithms: – 3DES – AES -128 – AES - 192 – AES - 256 cIn the Integrity Algorithm field, select MD5 or SHA1. dIn the Select Diffie-Hellman Group for Key Exchange field, select one of the following options: – 768 bit – 1024 bit – 1536 bit – 2048 bit – 3072 bit – 4096 bit – 6144 bit – 8192 bit eIn the Key Life Time, enter the life of the key in seconds. 16 Repeat step 15 for each phase. 17 Click Save/Apply to save your settings. 3-6-2009 Draft
4030765 Rev 01 197Introduction This chapter provides contact information to obtain product support and return products for service. 8Chapter 8Customer Information In This Chapter Customer Support .............................................................................. 198 Return Products for Repair................................................................ 200 3-6-2009 Draft
Chapter 8 Customer Information 198 4030765 Rev 01Customer Support If You Have Questions If you have questions about this product, contact the representative who handles your account for information. If you have technical questions, telephone your nearest technical support office at one of the following telephone numbers. The AmericasUnited States Cisco® Services Atlanta, Georgia Technical SupportFor Digital Broadband Delivery System products only, call: – Toll-free: 1-800-283-2636 – Local: 770-236-2200– Fax: 770-236-2488For all products other than Digital Broadband Delivery System, call: – Toll-free: 1-800-722-2009 – Local: 678-277-1120– Fax: 770-236-2306Customer Service Toll-free: 1-800-722-2009 Local: 678-277-1120Fax: 770-236-5477The United Kingdom and Europe Europe European Technical Assistance Center (EuTAC), Belgium Product InformationTelephone: 32-56-445-444Technical Support Telephone: 32-56-445-197 or 32-56-445-155Fax: 32-56-445-061Asia-PacificChina Hong Kong Technical SupportTelephone: 011-852-2588-4745Fax: 011-852-2588-31393-6-2009 Draft
Customer Support 4030765 Rev 01 199AustraliaAustralia Sydney Technical SupportTelephone: 011-61-2-8446-5374Fax: 011-61-2-8446-8015Japan Japan Tokyo Technical SupportTelephone: 011-81-3-5322-2067Fax: 011-81-3-5322-1311Additional Information Access your company's extranet site to view or order additional technical publications. For accessing instructions, contact the representative who handles your account. Check your extranet site often as the information is updated frequently. 3-6-2009 Draft
Chapter 8 Customer Information 200 4030765 Rev 01Return Products for Repair You must obtain a return material authorization (RMA) number before you send products to us for repair or upgrade. To return a product for repair or upgrade, complete the following steps. 1Obtain the following information about the product that you want to return for repair or upgrade: The name and model number (if applicable) of the product and the quantity of returns A reason for the return, such as upgrade or failure symptom Your company name, contact, telephone number, email address, fax number, repair disposition authority, and any service contract details A purchase order number Notes: – If you are unable to issue a purchase order at the time you request an RMA number, a proforma invoice will be sent to you at the completion of repair. This invoice lists all costs incurred. – We must receive a purchase order within 15 days of receipt of proforma. Important: In-warranty products can accrue costs through damage or misuse, or if no problem is found. Products incurring costs will not be returned to the customer without a valid purchase order. 2Telephone or fax Factory Services at one of the following numbers to request an RMA number: From North America, call:– Tel: 1-800-722-2009– Fax: 770-236-5477From Europe, Middle East, or Africa, call: – Tel: 32-56-445-444– Fax: 32-56-445-051From Latin America, call: – Tel: 1-770-236-5662– Fax: 1-770-236-5888From Asia Pacific, call: – Tel: 852-2588-4746– Fax: 852-2588-3139Result: The customer service representative will provide the RMA number and the shipping instructions to you. Note: RMA numbers are only valid for 60 days. You must contact a customer service representative to revalidate your RMA numbers if the number is older than 60 days. After the RMA number is revalidated, you can return the product. 3-6-2009 Draft
Return Products for Repair 4030765 Rev 01 2013Pack the product in its original container and protective packing material.Important:If the original container and packing material are no longer available, pack the product in a sturdy, corrugated box and cushion it with packing material that is appropriate for the method of shipping. You are responsible for delivering the returned goods to us safely and undamaged. Improperly packaged shipments, which may have caused additional damage, may be refused and returned to you at your expense. Do not return any power cords or accessories. 4Write the following information on the outside of the container: Your name Your complete address Your Telephone number RMA number Problem description (for product failures) Important: Absence of the RMA number may delay processing your product for repair. Include the RMA number in all correspondence. 5Ship the product to the address you receive from the customer service representative. Important: We do not accept freight collect. Be sure to prepay all shipments. 3-6-2009 Draft
Service Provider Video Technology Group 5030 Sugarloaf Parkway, Box 465447 Lawrenceville, GA 30042 678.277.1000 www.scientificatlanta.comThis document includes various trademarks of Cisco Systems, Inc. Please see the Notices section of this document for a list of the Cisco Systems, Inc. trademarks used in this document. Product and service availability are subject to change without notice. © 2009 Cisco Systems, Inc. All rights reserved. March 2009 Printed in United States of America Part Number 4030765 Rev 013-6-2009 Draft

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