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ProSecure Unified Threat Management UTM10 or UTM25 Reference Manual
12-6 Troubleshooting and Using Online Support
v1.0, September 2009
If your UTM is still unable to obtain an IP address from the ISP, the problem might be one of the
following:
• Your ISP might require a login program.
Ask your ISP whether they require PPP over Ethernet (PPPoE) or some other type of login.
• If your ISP requires a login, you might have incorrectly set the login name and password.
• Your ISP might check for your PC's host name.
Enter the host name, system name, or account name that was assigned to you by your ISP in
the Account Name field on the WAN1 ISP Settings or WAN2 ISP Settings screen of the
UTM25, or on the WAN ISP Settings screen of the UTM10. You might also have to enter the
assigned domain name or workgroup name in the Domain Name field, and you might have to
enter additional information (see “Manually Configuring the Internet Connection” on page 3-
5).
• Your ISP allows only one Ethernet MAC address to connect to the Internet, and might check
for your PC’s MAC address. In this case:
– Inform your ISP that you have bought a new network device, and ask them to use the
UTM’s MAC address; or
– Configure your UTM to spoof your PC’s MAC address. You can do this in the Router’s
MAC Address section of the WAN1 Advanced Options or WAN2 Advanced Options
screen of the UTM25, or in the Router’s MAC Address section of the WAN Advanced
Options screen of the UTM10 (see “Configuring Advanced WAN Options” on page 3-22).
If your UTM can obtain an IP address, but an attached PC is unable to load any Web pages from
the Internet:
• Your PC might not recognize any DNS server addresses.
A DNS server is a host on the Internet that translates Internet names (such as
www.netgear.com) to numeric IP addresses. Typically your ISP provides the addresses of one
or two DNS servers for your use. You may configure your PC manually with DNS addresses,
as explained in your operating system documentation.
• Your PC might not have the UTM configured as its TCP/IP gateway.
Troubleshooting a TCP/IP Network Using a Ping Utility
Most TCP/IP terminal devices and firewalls contain a ping utility that sends an echo request packet
to the designated device. The device then responds with an echo reply. Troubleshooting a TCP/IP
network is made very easy by using the Ping utility in your PC or workstation.