User Manual
Get to know your Modem 1 Modem Technical Overview 3 Managing your Modem Settings How to view your Modem settings 5 Understanding the front page 6 Changing your Modem login password 7 Upgrading the firmware 8 Using Modem Features Setting up the parental controls 9 Blocking internet access for a computer 13 Blocking access to specific websites 15 Setting up a file server 17 Accessing your file server 19 Enabling remote management 21 Setting up a third-party VoIP service 23 Troubleshooting You can t connect to the Internet 25 Performing an Isolation Test 29 If connection resumes during the isolation test 30 Connection dropouts 31 Slow speeds 32 Performing a factory reset 33 Contacting Customer Support 35
Get to know Modem 1 2 3 4 5 6 1. ADSL sync light: Indicates if Jiva is talking to your Modem. Blue Connected to Jiva Off/red/flashing No connection 2. Internet light: Shows you if your Modem is connected to the internet. Blue Connected to the internet Off/flashing/red Not connected to the internet 3. Wired light: Lights up when a computer is connected to a wired socket on the side of Modem. On A computer is connected Off No computer is connected Flashing The connected computer is being used 1
Get to know Modem 4. Wireless light: Shows you when Modem wireless network is enabled. On Wireless enabled Off Wireless disabled 5. Storage/3G light: Indicates when a USB hard drive or 3G wireless USB modem is connected to Modem. On Attached device is connected and ready for use Off No attached device detected 6. Phone light: Shows whether or not your third party VoIP service has been set up correctly, and also indicates when a call is in progress. On VoIP service set up correctly Off No VoIP service set up Flashing blue Call in progress Flashing orange No VoIP service set up correctly 2
Modem Technical Overview You might encounter some tech-speak ahead; if that s not your cup of tea, then skip to page 5. Modem 4-port integrated modem and wireless router Compatibility - Modem supports a variety of operating systems including Mac OS 8.x, 9.x & 10.x, Linux, and Windows 98SE, ME, NT, 2000, XP, Vista, 7 & 8. Your computer will need an internet browser installed and a network adapter that supports TCP/IP (the standard language of the internet). Internet Access - Modem supports internet access through any ADSL or fibre connection, with built-in clients for PPPoE or PPPoA protocols for ADSL. Browser-based Settings Interface - You can manage Modem settings easily through your web browser without having to install additional software. There are no disks to keep track of and you can make changes and perform setups from any computer on your home network quickly and easily. DMZ Host Support - DMZ Host Support allows a networked computer to be fully exposed to the internet. This function is used when Network Address Translation (NAT) and firewall security prevent an internet browser from functioning correctly. NAT IP Address Sharing - Modem employs Network Address Translation (NAT) to share the single IP address it uses to get you online with the other computers on your home network. SPI Firewall - Modem is equipped with a firewall that protects your network from a wide array of common hacker attacks. Universal Plug-and-Play (UPnP) Compatibility - Universal Plug-and-Play is a technology that allows operation of voice messaging, video messages, games and other applications that are UPnP-compatible on your connected devices. 3
Modem Technical Overview USB/3G Charge Ports - Modem has two USB ports. The first USB port on the right-hand side of your Modem (labelled storage/charger) is for charging USB devices such as mobile phones, or for plugging in a USB hard drive. This port is not designed for a full Network Attached Service (NAS) storage function; it is designed for backing up or sharing files around your home network. The storage port supports FATI6/32 and NTFS USB Mass Storage devices. The second USB port (labelled 3g) is situated under the cover on the back of Modem. It s designed for 3G USB modems. This port will supply a maximum of 5V 500mA. Connecting a third party USB device which requires more than 500mA of power for charging may result in damage to your equipment. Computer Filter Rule - For added security, you can set up a list of MAC addresses (unique client identifiers) that are allowed access to your network. Every computer, smartphone and tablet has its own MAC address, so you can control access to your network by knowing which devices can connect and which can t. WEP, WPA and WPA2 Encryption Protocols for Wireless - Modem features WPA2 as a default, a superior protocol of wireless security. It combines advanced network authentication and stronger Advanced Encryption Standard (AES) encryption methods. Modem also supports the legacy security standard called Wired Equivalent Privacy (WEP) to allow you to use wireless securely with any older devices you may have. Alternate wireless security protocols can be found in the Advanced wireless section of the Modem settings. Virtual Local Area Network - Virtual Local Area Network (VLAN) adds the ability to manage multiple connections with one modem. The LED indicators are easily visible on the front of the modem to provide you with information about your home network s status at a glance. 4
Managing your Modem settings Modem has a settings page that you can use to manage its settings and features through your web browser. Your computer must be connected to Modem with a cable or a wireless signal before you can access the settings page. Check your Quick Setup Guide if you need to get connected. How to go to your Modem settings page 1. Open your computer s web browser and type http://10.1.1.1 in the address bar. Then hit the Enter key on your keyboard. 2. You ll see the Modem settings home page. 3. Type the default password admin in the box at the top of the screen, then click log in. 5
Managing your Modem settings Understanding the front page Before you log in to the Modem settings page, you ll see some quick information about your internet connection. 1. The connection with my ISP is active? Yes means you have an active connection with Jiva. No means that no connection with Jiva is detected. 2. Should I be able to surf the internet? Yes indicates that you should be able to surf the internet. 3. My internet speed is approximately - Your speed will be shown in this box as download/upload kilobits per second (kbps). For example, 2112/384kbps would indicate a download speed of 2112kbps and an upload speed of 384kbps. 4. My modem is using firmware version This shows you the version of software currently running on your Modem. At the bottom of the front page, you ll also see three tabs. When you click on any of these you ll be asked for the login password. The default password is admin. 5. My modem has been connected for this long Shows you how long your current session has been connected to the internet in hours:minutes:seconds. Diagnostics - Allows you to test your internet connection. For example, if you type in www.iinet.net.au and click execute, your Modem will test if it can access that website. Security log - This page will show you a history of the connection activity on your Modem. ADSL Status - This page shows the status of your ADSL line, as well as some basic information about your internet connection. 6
Managing your Modem settings Changing your Modem login password If you d like to ensure that no one else in the household can change your Modem settings, you can change the password to log in to the settings page. 1. Select 5. Advanced settings from the black menu bar, then click on Modem password and remote management in the left-hand column. 2. Type your desired password in the text box underneath Modem Password. Write this password down and keep it somewhere safe. 3. Click the Save Settings button to finish. 7
Upgrading the firmware Managing your Modem settings Jiva may release new software to update your Modem. This is known as firmware, and upgrades are usually done automatically. You should only upgrade firmware yourself at the recommendation of a Jiva Team member. 1. Select 6. Handy tools from the black menu bar. 2. Click the Continue button next to A. Firmware upgrade. 3. Click on the link to the Router Firmware page on the Jiva support website. 4. Select and save the latest firmware file to a place on your computer that is easy to find, such as the desktop. 5. On the Handy tools page, click the Browse button. In the popup window, locate the firmware file you just saved and then click Open. 6. Click the Upgrade firmware button. This upgrade may take several minutes to complete and then Modem will restart automatically. 8
Modem Features Please be aware that any smartphones or tablet devices may still have access to the internet if they use a SIM card with mobile broadband. Setting up the parental controls You can set Modem to prevent internet access at certain times of the day for specific computers, smartphones or tablets that are primarily used by your child. You ll first need to assign a specific IP address to the device you want to block. 1. Select 7. Status/diagnostic from the black menu bar, then click on DHCP list in the left-hand column. 2. As shown on page 10, you ll see a list of all computers and devices currently connected. Determine which devices need blocking by checking the Computer name. 3. Write down the IP address for each computer to be blocked, and ensure that Fix IP address is ticked. 4. Select 5. Advanced settings from the black menu bar, then select Access control and parental control tools from the left-hand column. 5. Click the Configure button next to Internet schedule rule. 9
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Modem Features 6. You ll see a schedule table as shown on page 12. Enter the start and end times in 2400 hour time (Hour:Minutes) for the period the computer is not allowed internet access each day. 7. Enter the last 2 digits from the IP address you wrote down in the right-hand column. If the last digit is a single digit (i.e.1-9), place a zero in front of it. 8. To schedule multiple computers, enter the range of the last 2 digits (e.g. enter 08 and 10 to block IP addresses 10.1.1.8, 10.1.1.9 and 10.1.1.10). 9. Click Save Settings to finish. 11
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Modem Features Blocking internet access for a computer If you want a computer, smartphone or tablet to stay offline (be it for safety or discipline), you ll need to know the unique MAC (Media Access Control) address for that device. 1. Select 7. Status/diagnostic from the black menu bar, then click on DHCP list in the left-hand column. 2. You ll see a list of all computers and devices currently connected, as shown on page 14. Determine which devices need blocking by checking the Computer name. 3. Write down the MAC address for each computer or device you d like to keep offline. 4. Select 5. Advanced settings from the black menu bar, then select Access control and parental control tools from the left-hand column. 5. Click the Configure button next to Computer filter rule, then make sure MAC Address Control is set to Enable. 6. Enter the MAC Address for each device you d like to keep offline, and then click Save Settings to finish. 13
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Modem Features Blocking access to specific websites 1. Select 5. Advanced settings from the black menu bar, then select Access control and parental control tools from the left-hand column. 2. Click the Configure button next to URL Website filtering rule. 3. You ll see a table of filtering rules as shown on page 16. Enter a keyword or the full website address (i.e. http://www. website.com in the text boxes under URL or keyword. You may have up to 22 blocking rules. 4. To block this website for all computers and devices connected to Modem, ensure the box in the All PCs? column is ticked. 5. To block specific computers, follow steps 1 to 3 on page 11. Then enter the range of the last 2 digits of the IP addresses fixed to those computers. 6. Click Save Settings to finish. 15
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Modem Features Setting up a file server If you plug an external USB hard drive into the USB port on the righthand side of your Modem, you can share the files on the hard drive with any computers on your network. 1. Select 4. Configure my USB port from the black menu bar, then select Set up my FTP server from the left-hand column. 2. You ll see the file server settings as shown on page 18. Ensure that the box next to Enable FTP Server Function is ticked. 3. Please use the default port 21 for Port number to use, but it s fine to alter the other options on this page to suit your needs. 4. Save your basic options clicking Save Settings, then click the Add FTP User button one the page has refreshed. 5. Make up a username and password to use for accessing your file server. Select Full access from the drop down menu to allow editing of files on your server. 6. For Volume, Modem will automatically detect the format (FATI6, FAT32, or NTFS) of your hard drive, so just select it from the drop down menu. 7. Click the Browse button next to Path, then find and select the folder that you want to keep your shared files in. Click Save Settings to finish. 17
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Modem Features Accessing your file server Here s an example of how to access your new file server using Windows: 1. Open up the Start menu by clicking the button in the bottom left-hand corner of your screen. Select Computer from the righthand list of options. 2. In the Search programs and files text box (as shown on page 20), type run and hit the enter key on your keyboard. This will open the Run program. 3. Type \\10.1.1.1\ in the text box and click OK. Your computer will open the folder that is used as your file server. 19
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Modem Features Enabling remote management Remote management allows you to access and manage Modem settings from a computer that is in a remote location, such as your office. 1. Select 5. Advanced settings from the black menu bar, and ensure the default port 2420 is entered underneath Remote Management as shown on page 22. 2. Enter the fixed IP address of the computer you want to use to remotely access Modem. Leave this set to 0.0.0.0 to allow flexible access. 3. Ensure that the box next to 4. Select this button is ticked, and then write down the IP address displayed on the next line. 4. Follow the instructions on page 7 to change your modem settings password, as enabling remote management can create a security risk. 5. To remotely access your modem, use a web browser to go to http://xxx.xxx.xxx.xx:2420 (replacing xxx.xxx.xxx. xx with the IP address you wrote down). 21
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Modem Features If you have any issues with this set up, please contact your VoIP service provider for support. Setting up a third party VoIP service 1. Select 3. Set up a VoIP from the black menu bar. You ll see the VoIPsetup options as shown on page 24. 2. Enter your VoIP number (username) and VoIP password supplied to you by your VoIP provider. 3. Select the state you are in from the drop-down menu, and then enter the VoIP SIP domain, SIP server, proxy IP and port for your VoIP provider. 4. Click Save Settings to finish. You ll need to plug a phone handset into the green Phone socket on Modem to use your VoIP service. 23
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Troubleshooting We hope they don t, but this section is here to help you if things go wrong. If your Modem can get a steady blue sync light at another location but not at your property, or a different modem can get online at your property; please call our Support Team on 13 88 88. You can t connect to the Internet When the ADSL sync light is off, red or flashing: 1. Ensure your Modem has power, and then run a power cycle by switching it off then turning it back on after 30 seconds. 2. Confirm that all cables are in good condition and plugged in securely. 3. Perform an Isolation Test for your Modem using the instructions on page 29. 4. If possible, use different phone cables to connect your Modem to the phone socket. 5. If possible, test a different modem at your property, or test your Modem at a different location with a working internet connection. 25
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Troubleshooting If you still can t view websites, receive email or do anything else online; please call our Support Team on 13 88 88. When the ADSL sync and Internet lights are on, but you can t view websites 1. Attempt to access the Modem settings page using the instructions on page 5. If you can access this page, skip to step 5. 2. Ensure that your computer is securely connected to Modem with an ethernet cable instead of a wireless signal, then repeat step 1. 3. If using a cable works but wirelessly doesn t, change your wireless password and then reconnect your computer using the instructions in your Quick Setup Guide. 4. If possible, use a different ethernet cable to connect your computer to your Modem. 5. Temporarily disable any firewalls or antivirus software you have on your computer. Contact your antivirus provider for support if it appears to be stopping you from getting online. 27
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Troubleshooting If you have no dial tone or ADSL sync on any phone socket in your home, then please call our Support Team on 13 88 88. Performing an Isolation Test Isolation tests can help you to determine if there is an issue with your hardware or your phone line. 1. Unplug all devices from every phone socket, including Modem, telephones, fax machines, other modems, pay TV boxes and EFTPOS terminals. 2. Plug a standard telephone handset (without a filter) into the phone socket. Listen for a dial tone and make sure you can make a call without hearing noise interference. 3. If you have no dial tone or you hear noise interference, test a different handset if possible and then contact our Support Team using the information on page 35. 4. Unplug the telephone handset and instead plug your Modem directly into the phone socket. 5. Check to see if your Modem has a steady blue ADSL sync light. If not, repeat steps 1 to 5 for all other phone sockets in your home. 29
Troubleshooting If connection resumes during the isolation test If your Modem gets a stable blue ADSL sync light at any point during the isolation test, you can start plugging your other equipment back in, piece by piece. Always start with any filters that were used to plug equipment into a phone socket and wait a minute or two after each device is plugged back in to see if the ADSL sync light goes out. If the ADSL sync light goes out, the cable or device you ve just plugged in is probably faulty or interfering with your home network. We recommend replacing it if it is faulty, or adding a filter to it if it didn t have one. Why your devices could be interfering with your broadband: The equipment is not being filtered at all. Please ensure you have filters on all telephone and fax devices. The equipment is using a faulty filter. Test this by swapping filters between devices. The equipment is overpowering the filter. Please ensure you are using compatible equipment. 30
Troubleshooting Connection dropouts Dropouts occur when you can get online, but only for a short amount of time before the ADSL sync light turns red or starts flashing again. If you still have dropouts after isolating one computer on your network for 24 hours, then please call our Support Team on 13 88 88. 1. Test your phone and isolate your Modem by following steps 1 to 4 on page 29. 2. Connect one computer to your Modem with an ethernet cable, and then use it to go to the Modem settings page. 3. Temporarily set the Wireless function to Disable on the Wireless Wizard page. You ll now have just one computer cable-connected to your Modem. 4. Leave this modem connected and turned on for at least 24 hours, making a note of the time your connection drops out, and for how long. 5. If you connection didn t drop out, set the Wireless function back to Enable on the Wireless Wizard page, then follow the advice on page 30. 31
Troubleshooting If you re still experiencing slow speeds, please call our Support Team on 13 88 88. Slow speeds Slow speeds can be caused by congestion, which occurs when too many computers try to access an internet connection at once. This can also occur on your Modem s wireless signal. 1. Test your phone and isolate your Modem by following steps 1 to 4 on page 29. 2. Connect one computer to your Modem with an ethernet cable, and then use it to go to the Modem settings page. 3. Temporarily set the Wireless function to Disable on the Wireless Wizard page. You ll now have a computer cable-connected to your Modem. 4. Run a full virus scan on your computer using your antivirus software. If you are unsure how to do this, please consult a computer technician. 5. Temporarily disable any firewalls or antivirus software you have on your computer. Contact your antivirus provider for support if it appears to be affecting your speed. 6. If your speeds improve, set the Wireless function back to Enable on the Wireless Wizard page, then follow the advice on page 30 to reconnect your equipment. 32
Troubleshooting Performing a factory reset 1. Locate the reset button next to the power socket on the side of your Modem. 2. Using a pen or paperclip, hold the reset button down for 8 seconds. Unless instructed to by a member of the Jiva Support Team, you should only factory reset your modem if you want to remove all of your customised settings. 3. The lights on Modem will start flashing. Wait 2-5 minutes for it to reboot. 4. All settings will be restored to factory defaults. Check the instructions in your Quick Setup Guide if you need to connect again. 33
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Having trouble? If you have any issues with your Modem or technology just isn t your strong point, you can always call our friendly staff using the contact information below. Jiva Customer Support 13 88 88 8am to 8pm (local time) support@jiva.com.au Jiva Online Support Jiva.com.au/support