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Page 86 / 106 Scroll up to view Page 81 - 85
Troubleshooting
84
Problem:
The Easy Install Wizard cannot find my Router.
Solution:
If the Easy Install Wizard is not able to find the Router during the
installation process, please check the following items:
1.
If the Easy Install Wizard is not able to find the Router during the
installation process, there may be third-party firewall software installed
on the computer attempting to access the Internet.
Examples of third-
party firewall software are ZoneAlarm, BlackICE PC Protection, McAfee
Personal Firewall, and Norton Personal Firewall.
If you do have firewall software installed on your computer, please make
sure that you properly configure it. You can determine if the firewall
software is preventing Internet access by temporarily turning it off. If,
while the firewall is disabled, Internet access works properly, you will
need to change the firewall settings to function properly when it is
turned on.
Please refer to the instructions provided by the publisher of your
firewall software for instructions on configuring the firewall to allow
Internet access.
2.
Unplug power to the Router for 10 seconds, and then plug the power
back into the Router. Ensure that the Router’s Power light is on; it
should be solid blue. If not, check to make sure that the AC adapter is
correctly connected to the Router and plugged into a wall outlet.
3.
Ensure that you have a cable (use the cable included with the Router)
connected between (1) the network (Ethernet) port on the back of the
computer and (2) one of the LAN ports, labeled “1” through “4”, on the
back of the Router.
Note:
The computer should NOT be connected to the port labeled
“Internet/WAN” on the back of the Router.
4.
Try shutting down and restarting your computer, then rerunning the Easy
Install Wizard.
If the Easy Install Wizard is still unable to find the Router, reference
the section titled “Manually Configuring Network Settings” for
installation steps.
Page 87 / 106
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section
Troubleshooting
Problem:
The Easy Install Wizard cannot connect my Router to the Internet.
Solution:
If the Easy Install Wizard is not able to connect the Router to the Internet,
please check the following items:
1.
Use the troubleshooting suggestions within the Easy Install Wizard. If
the troubleshooting screen does not open automatically, click on the
“Troubleshoot” button in the lower, right-hand corner of the Easy Install
Wizard window.
2.
If your ISP requires a user name and password, make sure that you have
typed in your user name and password correctly. Some user names
require that the ISP’s domain be at the end of the name. Example:
“[email protected]”. The “@myisp.com” part of the user name may
need to be typed as well as your user name.
If you continue to have no Internet connection, reference the section
titled “Manually Configuring Network Settings” (page 76 of this User
Manual) for an alternate setup method.
Problem:
•
The Easy Install Wizard completed installation, but my web browser
doesn’t work.
•
I am unable to connect to the Internet. The Router’s “WAN” light is off
and the “Connected” light is blinking.
Solution:
If you cannot connect to the Internet, the “WAN” light is off, and the
“Connected” light is blinking, the problem may be that your modem and
Router are not connected properly.
1.
Make sure the network cable between the modem and the Router is
connected. We strongly recommend using the cable that was supplied
with your cable or DSL modem for this purpose. The cable should be
connected at one end to the Router’s “Internet/WAN” port, and at the
other end to the network port on your modem.
Page 88 / 106
Troubleshooting
86
2.
Unplug the cable or DSL modem from its power source for three
minutes. After three minutes, plug the modem back into its power
source. This may force the modem to properly recognize
the Router.
3.
Unplug the power to your Router, wait 10 seconds, and then reconnect
the power. This will cause the Router to reattempt communication with
the modem.
If the “WAN” light on the Router is not lit after completing these steps,
please contact Ativa Technical Support.
4.
Try shutting down and restarting your computer.
Problem:
•
The Easy Install Wizard completed installation, but my web browser
doesn’t work.
•
I am unable to connect to the Internet. The Router’s “WAN” light is on
and the “Connected” light is blinking.
Solution:
If you cannot connect to the Internet, the “WAN” light is on, and the
“Connected” light is blinking, the problem may be that your connection type
may not match the ISP’s connection.
•
If you have a “static IP address” connection, your ISP must assign
you the IP address, subnet mask, and gateway address. Please refer to
the section entitled “Alternate Setup Method” for details on changing
this setting.
•
If you have a “PPPoE” connection, your ISP will assign you a user name
and password and sometimes a service name. Make sure the Router
connection type is configured to PPPoE and the settings are entered
properly. Please refer to the section entitled “Alternate Setup Method”
for details on changing this setting.
•
You may need to configure your Router to meet the specific
requirements of your ISP.
Page 89 / 106
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section
Troubleshooting
If you are still unable to access the Internet after verifying these settings,
please contact Ativa Technical Support.
Problem:
•
The Easy Install Wizard completed, but my web browser
doesn’t work.
•
I am unable to connect to the Internet. The “WAN” light on my Router is
blinking and the “Connected” light is solid.
Solution:
If the “WAN” light is blinking and the “Connected” light is solid, but you are
unable to access the Internet, there may be third-party firewall software
installed on the computer attempting to access the Internet. Examples of
third-party firewall software are ZoneAlarm, BlackICE PC Protection, McAfee
Personal Firewall, and Norton Personal Firewall.
If you do have firewall software installed on your computer, please make
sure that you properly configure it. You can determine if the firewall
software is preventing Internet access by temporarily turning it off. If, while
the firewall is disabled and Internet access works properly, you will need to
change the firewall settings to function properly when it is turned on.
Please refer to the instructions provided by the publisher of your
firewall software for instructions on configuring the firewall to allow
Internet access.
If you are still unable to access the Internet after disabling any firewall
software, please contact Ativa Technical Support.
Problem:
I can’t connect to the Internet wirelessly.
Solution:
If you are unable to connect to the Internet from a wireless computer,
please do the following:
1.
Look at the lights on your Router. Your Ativa Router’s lights should be as
follows:
•
The “Power” light should be on.
•
The “Connected” light should be on and not blinking.
•
The “WAN” light should be either on or blinking.
Page 90 / 106
Troubleshooting
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2.
Open your wireless utility software by clicking on the icon in the system
tray at the bottom, right-hand corner of the screen. If you are also
using an Ativa Wireless G Card or Adapter with this Router, the tray icon
should look like this [place image here] (the icon may be red or green):
3.
The exact window that opens will vary depending on the model of
wireless card you have; however, any of the utilities should have a list of
“Available Networks”—those wireless networks it can connect to.
Does the name of your wireless network appear in the results?
Yes, my network name is listed—
go to the troubleshooting solution titled
“I can’t connect to the Internet wirelessly, but my network name
is listed”.
No, my network name is not listed—
go to the troubleshooting solution
titled “I can’t connect to the Internet wirelessly, and my network name is
not listed”.

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