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Page 96 / 132 Scroll up to view Page 91 - 95
iNID -- i3812V User Guide
92
Table 4: Connection Issues
Symptoms
Problems
What to Do…
The
POWER
indicator on the
i38HG does not light.
Faulty power supply
1.
Verify that the AC power cable is
securely connected to the i38HG
(
Connecting the Power Cable
on
page 12
).
2.
Ensure that the AC power cable is
not plugged in to a switched outlet
that is turned off.
3.
Power up the i38HG with a known
good power outlet.
4.
Call your service provider if the
i38HG does not power up with a
known good power outlet.
The
POWER
indicator on the
i38HG remains solid red.
System Post Failure
1.
Press the
Reset
button on the
i38HG for 10 seconds.
2.
Call your service provider if the
i38HG does not power up into a
normal state.
No connection to the Internet
via the Ethernet connection.
No communication between
the i3812V and i38HG
1.
Check the data cable is properly
connected (
Connecting the Data
Cable
on
page 11
).
2.
Check the
NID
,
BROADBAND
, and
SERVICE
indicators on the i38HG,
they should light green.
3.
Call your service provider if
problem persists.
Loose Ethernet cable
connection
1.
Check the Ethernet cable
connection on your computer and
i38HG, and make sure that it is
securely seated in both ports
(
Connecting Your Computer to the
i38HG
on
page 12
).
2.
Check the
ETHERNET
indicator on
the i38HG, it should light green.
3.
Verify that you can connect to the
Internet via wireless connection.
4.
Call your service provider if
problem persists.
Page 97 / 132
Finding Solutions
93
No connection to the Internet
via the wireless connection.
No communication between
the i3812V and i38HG
1.
Check the data cable is properly
connected (
Connecting the Data
Cable
on
page 11
).
2.
Check the
NID
,
BROADBAND
, and
SERVICE
indicators on the i38HG,
they should light green.
3.
Check the
WIRELESS
indicator on
the i38HG, it should light green.
4.
Call your service provider if
problem persists.
Mis-match network name and/
or encryption key
1.
Verify the network name (
Setting
up the Wireless Network Name
on
page 25
).
2.
Verify the encryption key (
Securing
your Wireless Network
on
page 26
).
3.
View the wireless AP status
(
Viewing the Wireless AP Statistics
on
page 101
).
4.
Check the
SERVICE
indicator on
the i38HG, it should light green.
5.
Call your service provider if
problem persists.
MAC address is blocked
Verify that the MAC address in
question is allowed (
Allowing Individual
MAC Address
on
page 32
).
Weak wireless signals.
Hissing or static sounds.
Radio interference
1.
Change the wireless settings
(
Customize Private Wireless
Settings
on
page 34
).
2.
Change the access point location
(
Determining Wireless Access
Points Location
on
page 10
).
3.
Click
on the
Home
page and
click
Rescan
to scan for a new
channel.
Table 4: Connection Issues (Continued)
Symptoms
Problems
What to Do…
Page 98 / 132
iNID -- i3812V User Guide
94
The
BROADBAND
indicator
blinks green for an extended
period of time, then turns solid
red.
Broadband connection Failure
Call your service provider if the
broadband connection failed to
connect after 10 minutes.
The
SERVICE
indicator lights
red.
Broadband service
authentication failure
Call your service provider if the
broadband connection failed to
connect after 10 minutes.
Table 5: VoIP Services Issues
Symptoms
Problems
What to Do…
No VoIP service
VoIP services are not
subscribed.
1.
Check your line status (
Viewing
the VoIP Service Status
on
page 98
).
2.
Call your service provider for VoIP
service.
No dial tone.
Service is down.
1.
Check your line status (
Viewing
the VoIP Service Status
on
page 98
).
2.
Verify if the phone is in the Active
mode.
−
If yes, click
Ring Now
to test
the ring tone.
−
If the phone does not ring,
check and make sure that the
RJ-11 is securely connected to
the phone port.
−
If no, call your service
provider.
Table 4: Connection Issues (Continued)
Symptoms
Problems
What to Do…
Page 99 / 132
Finding Solutions
95
Table 6: The Power Supply Unit Common Issues
Symptoms
Problems
What to Do…
The iPSU emits chirping
sound.
The backup battery life is
exhausted.
1.
Check to see if the
BATTERY
indicator on the IPSU is flashing
red.
2.
Replace the battery (
Replacing the
Battery
on
page 58
).
The
POWER
indicator is
flashing red.
Normal behavior.
1.
Flashing red indicates that the
power is provided by the backup
battery. The
POWER
button returns
to green when the AC power is
switched back.
2.
If the home is not experiencing a
power outage, check to make sure
that the iPSU is plugged into a
working outlet.
3.
No action is required.
Table 7: System Information Issues
Symptoms
Problems
What to Do…
Cannot change the i38HG
settings
Incorrect password.
1.
Go to the
Home
page.
2.
Click
System Password
at the
bottom of the
Home
page; the
Login
page opens.
3.
Click
I forgot the password
; the
Login
page opens displaying your
password hint.
4.
Enter your password and click
Submit
.
5.
Click
I still can’t remember the
password
if you still do not
remember the password, the
Reset System Password
page
opens.
6.
Enter information in all fields.
7.
Click
Submit
.
Page 100 / 132
iNID -- i3812V User Guide
96
Viewing Individual DSL and Aggregate Bandwidth
1.
Open a Web browser and enter
to access the 2Wire i3812V user interface; the
Home
page opens, displaying the aggregate upstream and downstream bandwidths.
2.
Click the
Broadband
icon (
) on the
Home
page; the
Broadband
Status
page opens.
3.
Scroll down the page to view the DSL line 1 and line 2 detailed information.

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