Complete PDF manual Table of Contents Previous Next Index Search Knowledge Base
PDF of this chapter

Troubleshooting the ISP Connection
If your router is unable to access the Internet, you should check the ADSL connection, then the WAN TCP/IP connection.
ADSL Link
If your router is unable to access the Internet, you should first determine whether you have an ADSL link with the service provider. The state of this connection is indicated with the Internet LED.
ADSL Link LED Is Green or Blinking Green
If your ADSL link LED is green or blinking green, then you have a good ADSL connection.You can be confident that the service provider has connected your line correctly and that your wiring is correct.
ADSL Link LED Is Blinking Amber
If your ADSL link LED is blinking amber, then your modem router is attempting to make an ADSL connection with the service provider. The LED should turn green within several minutes.
If the ADSL link LED does not turn green, disconnect all telephones on the line. If this solves the problem, reconnect the telephones one at a time, being sure to use a microfilter on each telephone. If the microfilters are connected correctly, you should be able to connect all your telephones.
If disconnecting telephones does not result in a green ADSL link LED, there might be a problem with your wiring. If the telephone company has tested the ADSL signal at your network interface device (NID), then you might have poor-quality wiring in your house.
ADSL Link LED Is Off
If the ADSL link LED is off, disconnect all telephones on the line. If this solves the problem, reconnect the telephones one at a time, being sure to use a microfilter on each telephone. If the microfilters are connected correctly, you should be able to connect all your telephones.
If disconnecting telephones does not result in a green ADSL link LED, check for the following:
Verify that you are connected to the correct telephone line. If you have more than one phone line, be sure that you are connected to the line with the ADSL service. It might be necessary to use a swapper if your ADSL signal is on pins 1 and 4 or the RJ-11 jack. The modem router uses pins 2 and 3.
Internet LED is Red
If the Internet LED is red, the device was unable to connect to the Internet. Verify the following:
Obtaining an Internet IP Address
If your modem router is unable to access the Internet, and your Internet LED is green or blinking green, you should determine whether the modem router is able to obtain an Internet IP address from the ISP. Unless you have been assigned a static IP address, your modem router must request an IP address from the ISP. You can determine whether the request was successful using the browser interface.
To check the Internet IP address from the browser interface:
1.
2.
3.
In the main menu, under Maintenance, click Router Status and check that an IP address is shown for the Internet port. If 0.0.0.0 is shown, your modem router has not obtained an IP address from your ISP.
If your router is unable to obtain an IP address from the ISP, the problem might be one of the following:
Your ISP might check for your computer’s host name.
Assign the computer host name of your ISP account to the modem router in the browser-based Setup Wizard.
Your ISP allows only one Ethernet MAC address to connect to Internet, and might check for your computer’s MAC address. In this case, do one of the following:
Configure your router to spoof your computer’s MAC address. This can be done in the Basic Settings screen. See the ADSL Modem Wireless Router Setup Manual.
Troubleshooting PPPoE or PPPoA
The PPPoE or PPPoA connection can be debugged as follows:
1.
2.
3.
Click the Connection Status button.
4.
5.
If any of the steps indicates “Failed”, you can attempt to reconnect by clicking Connect. The modem router will continue to attempt to connect indefinitely.
If you cannot connect after several minutes, you might be using an incorrect service name, user name, or password. There also might be a provisioning problem with your ISP.
Note:
 
Troubleshooting Internet Browsing
If your modem router can obtain an IP address, but your computer is unable to load any Web pages from the Internet:
A DNS server is a host on the Internet that translates Internet names (such as www addresses) to numeric IP addresses. Typically your ISP provides the addresses of one or two DNS servers for your use. If you entered a DNS address during the modem router’s configuration, reboot your computer, and verify the DNS address as described in the online document that you can access from Preparing Your Network in Appendix A. Alternatively, you can configure your computer manually with DNS addresses, as explained in your operating system documentation.
If your computer obtains its information from the modem router by DHCP, reboot the computer, and verify the modem router address as described in the online document that you can access from Preparing Your Network in Appendix A.
Resolving a ‘Reload Firmware’ Message
When you attempt to connect to the Internet, Windows may display a message that you must reload the router’s firmware. If this situation occurs, a problem has been detected with the router’s firmware.
To recover the firmware:
1.
If you already have the firmware file on your PC, go directly to step 2. If you do not have the firmware file on your PC, obtain the firmware from the NETGEAR support site at
http://www.netgear.com/support.
2.
Click Browse.
3.
4.
Click Upgrade.
5.
The recovery process takes about 5 minutes. Wait for the progress bar to complete. After the firmware recovery is complete, the login screen for the Smart Wizard displays, allowing you to log in to the modem router to check its status.

Table of Contents Previous Next Index Search Knowledge Base
NETGEAR, Inc.
http://www.netgear.com