>>FAQ
We try to provide a few trouble shooting tips and configuration HOWTOs with this list. If you run into any problem while using our products, please consult this list before contacting our technical support team.

Hardware integrity quick-check

• Power on the product and see if the LED indicator for power lights up.
• Connect the product with a pc or router (of course, please make sure the router is functional) using regular or cross-over network cable (again, please make sure there is nothing wrong with the cable also). Please check and see if the LED indicator for the connection lights up. For example, if you connect the product's LAN interface with a pc, please see if the LED indicator of LAN interface lights up. If you connect the WAN interface with a router, please check and see if the LED indicator for lights up.

Why can I upgrade the firmware? What does “Firmware Incompatible” mean?

Please note that our product does not allow you to upgrade your machine with a firmware with a different product name. If you attempt to upgrade the machine with a firmware that has a different product name from the firmware is loaded in the machine, then you will get a “Firmware Incompatible” error message and the process will be terminated. Please make sure the firmware you have at hand is the correct one.

Why can't I setup the time of the system?

To setup the time of the system, besides the steps described in the manual, you will also need to set a valid DNS. To set a valid DNS server, please go to the Network Setup -> WAN Interface page. Scroll to the bottom of the page and you will see a DNS Relay function. You do not have to worry about this setting if you are using DHCP or PPPoE connection because the DHCP server and the PPPoE server will assign a valid DNS when your system is connected with it, provided that the DHCP server or the PPPoE server is correctly configured. However, when you are using the Fixed IP connection, you WILL have to set the DNS server manually. Once you have a valid DNS setup, the Time function will work correctly.

Methods of Restoring Factory-Defaults?

There are three ways:

• By UI: Go the System Service > Restore page. There is a Restore to Default button close to the bottom of the page. Press it and answer yes when prompted to restore the settings.

• By Reset button: you can see this button on the machine next to the WAN interfaces. Each time when you press the reset button, you can see the LED indicators flash orange and then turns green before they go off. What you need to do is press the reset button, wait for the LED indicator to turn green and then press the button again. You need to press the button 5 times IN TOTAL to reset the configuration of the machine. After resetting, please allow about 90 seconds boot time before you try and access the machine again.
  


• By Console port: you can connect the machine and PC with the console port and then restart the machine. The terminal will display a list like the following example. Please select the action "r" to restore factory setting. After resetting, you can try and access the machine again.

  ------------main menu--------------

  l - List current status |

  r - Restore factory setting |

  q – Quit |

  ---------------------------------------

How does the SMTP redirect function work?

This function routes all the out-bound email to a specified SMTP server rather than the default SMTP server configured on each of the mail-senders Outlook/Outlook Express/Thunderbird. If this function is not configured, then all clients will use their own default SMTP server.

PPPoE Setup

1. Of course, please make sure the account information you entered is correct.
2. UTM Setting. Theoretically, the maximum value for UTM could be set at 1492. However, depending on your ISP's limitation and the environment. If your company uses PPPoE to get access to the Internet and you have trouble using a certain services, MTU setting might be a problem. Try setting it lower, such as 1452, 1412 and 1372. If the situation does not improve at setting of 1372, then UTM setting probably is not the cause.

DNS Relay

The UI prevents you from changing the DNS relay setting when your WAN is under DHCP or PPPoE mode. The reason for this design is that your ISP should provide you with the DNS service when you are using the above two modes. However, when you set your WAN interface to Fixed IP mode, you can change the DNS relay setting. Please make sure you point to a correct DNS server with your ISP.

How come when I ping a non-exist host, your product reply in the place of that host?

This issue has something to do with our DNS relay function. Please disable it if you do not need to use any particular DNS server. Please note that DNS relay function basically captures all the DNS query packets from LAN and redirects it to the DNS server specifically configured. If you do not have any preference as to which DNS server you want to use, please disable it.

My email server does not deliver the out-going mails?

This usually happens when you setup your email server under the LAN of our product and the email server uses a virtual IP. If you set your email server up this way and have DNS relay function enabled, this might happen. The reason is that, as I described above, the DNS relay function captures all the DNS query packets from LAN and redirects it to a specific DNS server. When the reply comes back, the reply would be redirected by the DNS relay process to the original querying host. However, some email servers might deem this redirected DNS reply as unauthorized and drop it. As a result, all the DNS requests from your email sever will not be resolved and therefore it will not be able to know where to send all the out-going mails. Therefore, please disable the DNS relay function if you need to setup your email server with a virtual IP under the LAN of our product.

How come I did not need to authenticate myself again when I try to browse the Internet?

This usually happens when you have the MAC Binding option enabled for the local account authentication. If you have that option enabled, and it is enabled by default unless you configure it otherwise, you will only need to authenticate yourself at the first time your try gain access to the Internet. The system would then bind the MAC of PC to this account and when next time you try to access the Internet from the same PC, or should I say, the same MAC, the system would grant you access automatically. Therefore, please do not enable this option when the PCs in your environments are shared.

There is another case where this situation might happen. That is, when you try to access the Internet from any PC that is configured under Software DMZ. Any PC under software DMZ would be granted access with any authentication needed. The reason for this design is that, the usual application for software DMZ is to allow you to set up severs, may them be FTP, WEB or other types of servers, under the LAN. When these servers get request, they must respond. In order for the respond to go through, they must be granted access to the Internet no matter what.

How come your “Disable All” and “Enable All” buttons do not work?

Please note that, just clicking the two buttons does not really “Enable” or “Disable” anything. You must also click on “Update” to finalize the setting.

How come your XXX function does not work with other brand of routers?

Please note that a certain of our special features, such as remote centralized management via CMS, utilizes some proprietary protocols. Other brand of routers do not come with these protocols and hence would not work.

Does your Wireless Guard (WG100g+) operate under 802.11b (or 802.11g) mode?

Yes, it does operate under both 802.11b/g mode.

How come I don't see the UI menu on your HotSpot Server?

So far we promise compatibility of all the UIs of our product with IE only. If you use other types UI, you might experience some irregularities such as unable to see the UI menu.

Do your dual-WAN products come with load-balancing function?

Yes, we implemented the load-balancing feature based on 1-to-1 round-robin algorithm for all our dual-WAN products.

I can’t connect the management page through wan port.

Axtronics Product does not allow access to management page via WAN port by default. However, the administrator could set the Remote Management item under SYSTEM SERVICE > Administrator page to "Allow All" option to allow access to management page via WAN port.

How To Backup Config file?

Please select Yes for "Backup Now" option under SYSTEM SERVICE > Backup page, then Press "Update" on the same page. The Backup File List will generate a configuration backup file in the system. To download it and save it on your PC, please press "Download" button.

Does UTM 6000 Series Product Support Auto Fail-Over?

The UTM 6000 Series Products All Support Auto Fail-Over for Wan port. When there are traffic on both WAN1 and WAN2 port, all the traffic will be redirected to one port when the other one fails.

My engineer see the option to put the IP for the CMS Server so he is wondering what kind of central management system you have.

Central Management System, or CMS, is an Axtronics product that allows administrators to remotely and centrally manage multiple Axtronics products at different locations.

Where can we get virus definition updates for anti virus for UTM 6000 series? How does Axtronics provide virus definition updates?

All UTM series products come with virus signature update scheduler.

You can configure the virus signature scheduler under the Anti Virus module by setting the Virus Definition Update Schedule option.

This option allows you to set periodical checks for virus definition update. You can set it to attempt update daily, weekly, every other day or every third day. If you choose to check daily, then you also have to set how often. For example, you can set the system to check for updates every 5 hours. If you choose weekly, then select a day of the week on the drop-down menu and then choose to check for virus definition update at a certain time of the day. For example, Every Friday at 23:00.

If you choose every other day or every third day, then you also have to set the time for the system to check for virus definition update. For example, 23:00 every day or 23:00 every third day.

You can see the update result in Status > Anti Virus Profile page.

This page shows the operation status of the Anti-Virus function, and the Edit button redirects the browser to the configuration page of the Anti-Virus function.

If the administrator can’t connect to management page, what can I do?

Please using console port to restore default configuration.

How to logout if user has lost the logout window?

Please use this URL to logout: http://lan_ip:9953/logout lan_ip is the IP address of the Product’s LAN interface.