General

General Troubleshooting

1.     How do I find out the IP address and MAC address of my computer?
  
Finding out an IP and MAC address of a computer
1)    In Windows, press Start.
2)    Click Run.
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3)    Type in CMD and then press the OK button.
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4)    In the command prompt, type in ipconfig/all and press enter.
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5)    The IP address and MAC Address (listed as Physical Address) will be displayed here
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2.     I cannot connect to the Internet using Cable. What can I do?
Your Internet Provider may be binding your MAC address to your Internet connection. Due to this, you need to spoof your Cable modem MAC address on the XGate.
  
Using your Cable modem MAC address on your XGate
1)    Find the MAC address of your Cable Modem. This typically on the underside of your device.
2)    On the Cable screen in the XGate Control Centre, tick the Use this MAC address tick box.
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3)    Type in the MAC address of your Cable Modem in the Use this MAC address field.
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4)    Press the Save button.
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5)    Press the Connect to Internet button.
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3.     How can I use XGate Secure Banking and Anti-Fraud with Firefox or Opera?
Currently, XGate Secure Banking and Anti-Fraud does not support Firefox or Opera.


4.    How can I view logs using the XGate Log Viewer?
You may need to enable and set up Remote Logging on the XGate Control Centre. You must also make sure that the XGate Syslog Server (Log Listener) has been started on the computer that you wish to deliver logs to.
  
Enabling and setting up Remote Logging
1)    On the main screen, click Admin Tools.
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2)    Press the Logs & Reports tab.
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3)    Tick the Enable Remote Logging tick box.
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4)    Type in the IP address of the computer you wish the logs to be sent to.
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5)    Press the Save button.
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6)    Press the Launch Log Viewer button.
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Starting the XGate Syslog Server
1)    Press the Start button.
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2)    Click Run.
3)    Type in services.msc and press OK.
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4)    Scroll down to the bottom of the list and select XGate Syslog Server. This will highlight the entry.
5)    Press the Play button.
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5.    The XGate Sensor will not install on my computer. What can I do?
Make sure that your computer has the latest service pack for your operating system. For more details, please visit the Microsoft website.