GemTek Technology ADV980114G DDR2201 v1 ADSL2+ Residential Gateway User Manual Manual 3
Gemtek Technology Co., Ltd. DDR2201 v1 ADSL2+ Residential Gateway Manual 3
Contents
- 1. Manual 1
- 2. Manual 2
- 3. Manual 3
Manual 3
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| Document ID | 1081644 |
| Application ID | Gw3vpPTmiRkx/K+vdLXvQQ== |
| Document Description | Manual 3 |
| Short Term Confidential | No |
| Permanent Confidential | No |
| Supercede | No |
| Document Type | User Manual |
| Display Format | Adobe Acrobat PDF - pdf |
| Filesize | 263.85kB (3298108 bits) |
| Date Submitted | 2009-03-17 00:00:00 |
| Date Available | 2009-03-17 00:00:00 |
| Creation Date | 2009-03-13 11:48:31 |
| Producing Software | Acrobat Distiller 7.0 (Windows) |
| Document Lastmod | 2009-03-13 11:48:38 |
| Document Title | DDR2201 Series Residential Gateway Installation and Operation Guide |
| Document Creator | Acrobat PDFMaker 7.0 for Word |
| Document Author: | WagnerCA |
3-6-2009 Draft Parental Control Setup - Filtering Function 4030765 Rev 01 Click Security on the main screen. The MAC Filtering screen opens by default. Click the Firewall tab. The Filtering Function screen opens. 147 3-6-2009 Draft Chapter 6 Security Configuration 148 Check 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. Click Add PC. The Add Filtering Function screen opens. 4030765 Rev 01 3-6-2009 Draft Parental Control Setup - Filtering Function In the Client PC Description field, enter a description of the PC for which you want to block services. In the Choose mode field, Click IP mode or MAC mode from the drop-down menu. Enter 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. Under Service Name area, check the Blocking check box for every service that you wish to filter. In 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. 4030765 Rev 01 Click Security on the main screen. The MAC Filtering screen opens by default. 149 3-6-2009 Draft Chapter 6 Security Configuration Click the Firewall tab. The Filtering Function screen opens. Check 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. 150 From the Configure field select Remove in the Remove column next to the time of day restriction that you wish to remove. Click Remove to remove the restriction. 4030765 Rev 01 3-6-2009 Draft URL Filtering Function URL 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. 4030765 Rev 01 151 3-6-2009 Draft Chapter 6 Security Configuration 152 Click Security on the main screen. The MAC Filtering screen opens by default. Click the Firewall tab. The Filtering Function screen opens by default. 4030765 Rev 01 3-6-2009 Draft URL Filtering Function Click the URL Filter tab. The URL Filtering Function screen opens. Click Enable URL Filtering Function. The URL Filtering Function screen updates with blank fields for entering the URLs that you want to block. For each rule, enter the URL or keyword that you want to block. Under Week Day, select Everyday or select the individual days on which you want the filter to take effect. Under Time, select 24Hours or select the individual times that you want the filter to take effect. Click Save. Removing a URL Filter To remove a URL filter from the firewall, complete the following steps. 4030765 Rev 01 153 3-6-2009 Draft Chapter 6 Security Configuration 154 Click Security on the main screen. The MAC Filtering screen opens by default. Click the Firewall tab. The Filtering Function screen opens by default. Click the URL Filter tab. The URL Filtering Function screen opens. 4030765 Rev 01 3-6-2009 Draft URL Filtering Function 4030765 Rev 01 Click Enable URL Filtering Function. The URL Filtering Function screen updates with blank fields for entering the URLs that you want to block. Click Del next to each rule that you want to delete. If you want to remove all the rules, click Remove All. Click Save. 155 3-6-2009 Draft Chapter 6 Security Configuration Stateful 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-ofservice) 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. 156 Click Security on the main screen. The MAC Filtering screen opens by default. 4030765 Rev 01 3-6-2009 Draft Stateful Packet Inspection Click the Firewall tab. The Filtering Function screen opens by default. Click the Stateful Packet Inspection tab. The Intrusion Detection screen opens. Select the Enable SPI, Hacker Pattern and Anti-Dos Firewall field. Q. to reviewers: What about the Enable Email ALert field? 4030765 Rev 01 Click Save/Apply to enable stateful packet inspection. 157 3-6-2009 Draft Chapter 6 Security Configuration Local 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. 158 Click Security on the main screen. The MAC Filtering screen opens by default. 4030765 Rev 01 3-6-2009 Draft Local Certificates 4030765 Rev 01 Click Certificate. The Local Certificates screen opens. Click Create Certificate Request. The Create New Certificate Request screen opens. In the Certificate Name field, enter the name for the certificate. In the Common Name field, enter the common name of the certificate. In the Organization Name field, enter the name of the organization that owns the certificate. In the State/Province Name field, enter the state or province where you want to register the certificate. In the Country/Region Name field, use the drop-down list to select the country or region where you want to register the certificate. Click Apply to create the certificate. The certificate signing request screen opens. 159 3-6-2009 Draft Chapter 6 Security Configuration 10 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. 160 Click Security on the main screen. The MAC Filtering screen opens by default. 4030765 Rev 01 3-6-2009 Draft Local Certificates 4030765 Rev 01 Click Certificate. The Local Certificates screen opens. Click Import Certificate. The Import certificate screen opens. In the Certificate Name field, enter the name of the certificate. 161 3-6-2009 Draft Chapter 6 Security Configuration 162 In the Certificate area, copy and paste the contents of the certificate file provided by the service provider. In the Private Key area, copy and paste the private key from the certificate file provided by the service provider. Click Apply to save the certificate on the residential gateway. 4030765 Rev 01 3-6-2009 Draft Trusted CA Certificates Trusted 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. 4030765 Rev 01 Click Security on the main screen. The MAC Filtering screen opens by default. 163 3-6-2009 Draft Chapter 6 Security Configuration 164 Click Certificate. The Local Certificates screen opens. Click the Trusted CA tab. The Trusted CA (Certificate Authority) Certificates screen opens. 4030765 Rev 01 3-6-2009 Draft Trusted CA Certificates 4030765 Rev 01 Click Import Certificate. The Import CA Certificate screen opens. In the Certificate Name field, enter the name of the certificate. In the Certificate area, copy and paste the contents of the certificate file provided by the service provider. Click Apply to save the CA certificate on the residential gateway. 165 3-6-2009 Draft 3-6-2009 Draft 7 Chapter 7 Advanced Configuration The 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. In This Chapter 4030765 Rev 01 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....................................................................................... 194 167 3-6-2009 Draft Chapter 7 Advanced Configuration Upstream 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. 168 Click Advanced on the main screen. The Upstream Quality of Service screen opens. 4030765 Rev 01 3-6-2009 Draft Upstream Quality of Service Click Add. The Add Upstream QoS Rule screen opens. In the Name field, enter the name of the QoS rule. In the LAN Port field, select the LAN port for which you want to apply the rule. In the Protocol field, select the protocol that you want to use from the following options: TCP/UDP TCP UDP ICMP In the IP Address field, enter the source and destination addresses. In the Subnet Mask field, enter the source and destination subnet masks. In the Port Number field, enter the source and destination ports. In 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 4030765 Rev 01 169 3-6-2009 Draft Chapter 7 Advanced Configuration 11 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. 170 4030765 Rev 01 3-6-2009 Draft Remote Management Remote 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. 4030765 Rev 01 171 3-6-2009 Draft Chapter 7 Advanced Configuration Click Advanced on the main screen. The Remote Management -- TR-069 Client screen opens. In 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. In the Inform Interval field, enter frequency that the inform messages are sent from the residential gateway to the autoconfiguration server. In the ACS URL field, enter the URL for the autoconfiguration server. In the ACS User Name field, enter the user name for autoconfiguration server. In the ACS Password field, enter the password for the autoconfiguration server. Select the Connection Request Authentication field. In the Connection Request User Name field, enter the name of the connection request. In 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. 172 4030765 Rev 01 3-6-2009 Draft Port Mapping Port 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. 4030765 Rev 01 Click Advanced on the main screen. The Upstream Quality of Service screen opens. 173 3-6-2009 Draft Chapter 7 Advanced Configuration 174 Click the Port Mapping tab. The Port Mapping screen opens. Select the Enable virtual ports on field if you want to use the port mapping feature. Select Enable Diffserv to 802.1p conversion if you want to convert diffserv code points to 802.1p tags. 4030765 Rev 01 3-6-2009 Draft Port Mapping 4030765 Rev 01 Click Add. The Port Mapping Configuration screen opens. In the Group Name field, enter the name of the group. The group name must be unique. For example, enter IPTV. For 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. In 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. Click Save/Apply. 175 3-6-2009 Draft Chapter 7 Advanced Configuration 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. 176 Click Security on the main screen. The MAC Filtering screen opens by default. Click Certificate. The Local Certificates screen opens. 4030765 Rev 01 3-6-2009 Draft Creating Certificates Click Create Certificate Request. The Create New Certificate Request screen opens. In the Certificate Name field, enter the name for the certificate. In the Common Name field, enter the common name of the certificate. In the Organization Name field, enter the name of the organization that owns the certificate. In the State/Province Name field, enter the state or province where you want to register the certificate. In the Country/Region Name field, use the drop-down list to select the country or region where you want to register the certificate. Click Apply to create the certificate. The certificate signing request screen opens. 10 Click Load Signed Certificate to save the certificate on the residential gateway. 4030765 Rev 01 177 3-6-2009 Draft Chapter 7 Advanced Configuration Virtual 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. 178 Click Advanced on the main screen. Click IP Networking. The NAT screen opens. 4030765 Rev 01 3-6-2009 Draft Virtual Servers Setup 4030765 Rev 01 Click Virtual Servers.The Virtual Servers screen opens. 179 3-6-2009 Draft Chapter 7 Advanced Configuration From the Virtual Servers Setup screen, click Add. The NAT Virtual Servers screen opens. Under 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. In the Server IP Address field, enter the IP address for the server. Under Protocol, select TCP, UDP, TCP/UDP. Click Save/Apply to add the virtual server. Removing a Virtual Server To remove a virtual server, complete the following steps. 180 Click Advanced on the main screen. 4030765 Rev 01 3-6-2009 Draft Virtual Servers Setup 4030765 Rev 01 Click IP Networking. The NAT screen opens. Click Virtual Servers.The Virtual Servers screen opens. From the NAT Virtual Servers Setup screen, select Remove in the Remove column next to the server you wish to remove. Click Remove to remove the NAT Virtual Server. 181 3-6-2009 Draft Chapter 7 Advanced Configuration Port 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. 182 CClick Advanced on the main screen. Click IP Networking. The NAT screen opens. 4030765 Rev 01 3-6-2009 Draft Port Triggering Setup Click Port Triggering. The NAT -- Port Triggering screen opens. From the NAT -- Port Triggering screen, click Add. The NAT Port Triggering screen opens with a list of available protocols. Under Application Name, choose one of the following: Click Select an Application and choose an application from the drop-down list. OR 4030765 Rev 01 Click Custom Application, and enter a name for the application. 183 3-6-2009 Draft Chapter 7 Advanced Configuration Complete 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 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. Under Open Port Start, enter the starting port number for the ports that you want to open on the firewall. Click 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. 184 Click Advanced on the main screen. Click IP Networking. The NAT screen opens. 4030765 Rev 01 3-6-2009 Draft Port Triggering Setup 4030765 Rev 01 Click Port Triggering. The NAT -- Port Triggering screen opens. From the NAT -- Port Triggering screen, click Remove in the Remove column next to the port you wish to close. Click Remove. The port you selected is closed. 185 3-6-2009 Draft Chapter 7 Advanced Configuration DMZ 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. 186 4030765 Rev 01 3-6-2009 Draft DNS Server Configuration DNS 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 4030765 Rev 01 187 3-6-2009 Draft Chapter 7 Advanced Configuration Dynamic 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. 188 Click Advanced on the main screen. Click IP Networking. The NAT screen opens. 4030765 Rev 01 3-6-2009 Draft Dynamic DNS Click DNS. The DNS screen opens. Click Dynamic DNS. The Dynamic DNS screen opens. Click Add on the Dynamic DNS screen. The Add dynamic DDNS screen opens. Q. to reviewers Dynamic should be a capital D on screen. 4030765 Rev 01 In the D-DNS provider field, select the provider from the drop-down list. In the Hostname field, enter the name of the host. 189 3-6-2009 Draft Chapter 7 Advanced Configuration In the Interface field, select the interface from the drop-down list. Under DynNDS Settings, enter your user name and password. 10 Click Save/Apply. 190 4030765 Rev 01 3-6-2009 Draft Default Gateway Routing Default 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 box from 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. 4030765 Rev 01 Click Advanced on the main screen. Click IP Networking. The NAT screen opens. 191 3-6-2009 Draft Chapter 7 Advanced Configuration Click Routing. The Routing screen opens. Click Default Gateway. The Default Gateway screen opens. Do you want to enable the automatic assigned defautl gateway? 192 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. Click Save/Apply to save your selection. 4030765 Rev 01 3-6-2009 Draft Internet Group Management Protocol Internet 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 to determine which hosts are part of which multicast groups. Path: Advanced > IP Networking > IGMP The Enabling IGMP Snooping IGMP snooping is???? Reviewer question To enable IGMP snooping, complete the following steps. 4030765 Rev 01 Select the Enable IGMP snooping field. In the Query Interval field, enter the interval in seconds. In the Query Response Interval field, enter the interval in seconds. In the Query Version field, choose the version from the drop-down list. In the Last member Query Interval field, enter the interval in seconds. In the Last member Query Count field, enter the number of times you want the system to query. Click Save/Reboot to save your changes and reboot the system. 193 3-6-2009 Draft Chapter 7 Advanced Configuration IPSec 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. 194 Click Advanced on the main screen. Click IP Networking. The NAT screen opens. Click IPSec. The IPSec Settings screen opens. 4030765 Rev 01 3-6-2009 Draft IPSec Settings Click Add New Connection. The IPSec Settings screen opens. In the IPSec Connection Name field, enter the name of the connection. In the Remote IPSec Gateway Address field, enter the gateway address for the remote IPSec gateway. In the Tunnel access from local IP addresses field, select Subnet or Single Address. In the IP Address for VPN, enter the IP address for the VPN connection. In 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 4030765 Rev 01 If you select Disable, Perfect Forward Secrecy is disabled. 195 3-6-2009 Draft Chapter 7 Advanced Configuration 14 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: In the Phase 1 Mode field, select Main or Aggressive. In the Encryption Algorithm field, select one of the following encryption algorithms: – 3DES – AES -128 – AES - 192 – AES - 256 In the Integrity Algorithm field, select MD5 or SHA1. In 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 In 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. 196 4030765 Rev 01 3-6-2009 Draft 8 Chapter 8 Customer Information Introduction This chapter provides contact information to obtain product support and return products for service. In This Chapter 4030765 Rev 01 Customer Support .............................................................................. 198 Return Products for Repair................................................................ 200 197 3-6-2009 Draft Chapter 8 Customer Information Customer 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 Americas United 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: 770-236-2306 Customer Service Toll-free: 1-800-722-2009 Local: 678-277-1120 Fax: 770-236-5477 The United Kingdom and Europe Europe European Technical Product Information Assistance Center Telephone: 32-56-445-444 (EuTAC), Belgium Technical Support Telephone: 32-56-445-197 or 32-56-445-155 Fax: 32-56-445-061 Asia-Pacific China Hong Kong Technical Support Telephone: 011-852-2588-4745 Fax: 011-852-2588-3139 198 4030765 Rev 01 3-6-2009 Draft Customer Support Australia Australia Sydney Technical Support Telephone: 011-61-2-8446-5374 Fax: 011-61-2-8446-8015 Japan Japan Tokyo Technical Support Telephone: 011-81-3-5322-2067 Fax: 011-81-3-5322-1311 Additional 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. 4030765 Rev 01 199 3-6-2009 Draft Chapter 8 Customer Information Return 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. Obtain 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 A purchase order number Your company name, contact, telephone number, email address, fax number, repair disposition authority, and any service contract details 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. Telephone or fax Factory Services at one of the following numbers to request an RMA number: From North America, call: From Latin America, call: – Tel: 1-800-722-2009 – Tel: 1-770-236-5662 – Fax: 770-236-5477 – Fax: 1-770-236-5888 From Europe, Middle East, or Africa, call: – Tel: 32-56-445-444 From Asia Pacific, call: – Tel: 852-2588-4746 – Fax: 852-2588-3139 – Fax: 32-56-445-051 Result: 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. 200 4030765 Rev 01 3-6-2009 Draft Return Products for Repair Pack 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. Write 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. Ship 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. 4030765 Rev 01 201 3-6-2009 Draft Service Provider Video Technology Group 5030 Sugarloaf Parkway, Box 465447 Lawrenceville, GA 30042 678.277.1000 www.scientificatlanta.com This 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. Part Number 4030765 Rev 01 March 2009 Printed in United States of America
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