41

Appendix A: Troubleshooting

Common Problems and Solutions

ADSL2 Gateway with 4-Port Switch

For Windows 98 and Me:

•

Click

Start

and

Run

. In the Open field, type in command. Press the

Enter

key or click the

OK

button.

For Windows NT, 2000, and XP:

•

Click

Star

t and

Run

. In the Open field, type cmd. Press the

Enter

key or click the

OK

button. In the

command prompt, type ping 192.168.1.1 and press the Enter key.

•

If you get a reply, the computer is communicating with the Gateway.

•

If you do NOT get a reply, please check the cable, and make sure Obtain an IP address automatically is

selected in the TCP/IP settings for your Ethernet adapter.

C.

In the command prompt, type ping followed by your Internet or WAN IP address and press the

Enter

key.

The Internet or WAN IP Address can be found on the Status screen of the Gateway’s web-based utility. For

example, if your Internet or WAN IP address is 1.2.3.4, you would enter ping 1.2.3.4 and press the Enter

key.

•

If you get a reply, the computer is connected to the Gateway.

•

If you do NOT get a reply, try the ping command from a different computer to verify that your original

computer is not the cause of the problem.

D.

In the command prompt, type ping www.yahoo.com and press the

Enter

key.

•

If you get a reply, the computer is connected to the Internet. If you cannot open a webpage, try the ping

command from a different computer to verify that your original computer is not the cause of the problem.

•

If you do NOT get a reply, there may be a problem with the connection.

Try the ping command from a

different computer to verify that your original computer is not the cause of the problem.

3.

I am not getting an IP address on the Internet with my Internet connection.

•

Refer to “Problem #2, I want to test my Internet connection” to verify that you have connectivity.

1.

Make sure you are using the right Internet connection settings. Contact your ISP to see if your Internet

connection type is RFC 1483 Bridged, RFC 1483 Routed, RFC 2516 PPPoE, or RFC 2364 PPPoA.

Please

refer to the Setup section of “Chapter 5: Configuring the Gateway” for details on Internet connection

settings.

2.

Make sure you have the right cable. Check to see if the Gateway column has a solidly lit ADSL LED.

3.

Make sure the cable connecting from your Gateway’s ADSL port is connected to the wall jack of the

ADSL service line. Verify that the Status page of the Gateway’s web-based utility shows a valid IP

address from your ISP.

4.

Turn off the computer and Gateway. Wait 30 seconds, and then turn on the Gateway, and computer.

Check the Status tab of the Gateway’s web-based utility to see if you get an IP address.

4.

I am not able to access the Setup page of the Gateway’s web-based utility.

•

Refer to “Problem #2, I want to test my Internet connection” to verify that your computer is properly

connected to the Gateway.

1.

Refer to “Appendix D: Finding the MAC Address and IP address for Your Ethernet Adapter” to verify

that your computer has an IP Address, Subnet Mask, Gateway, and DNS.

2.

Set a static IP address on your system; refer to “Problem #1: I need to set a static IP address.”

42

Appendix A: Troubleshooting

Common Problems and Solutions

ADSL2 Gateway with 4-Port Switch

3.

Refer to “Problem #10: I need to remove the proxy settings or the dial-up pop-up window (for PPPoE

users).”

5.

I can’t get my Virtual Private Network (VPN) working through the Gateway.

Access the Gateway’s web interface by going to http://192.168.1.1 or the IP address of the Gateway, and go

to the Security tab.

Make sure you have IPsec passthrough and/or PPTP pass-through enabled.

•

VPNs that use IPSec with the ESP (Encapsulation Security Payload known as protocol 50) authentication

will work fine. At least one IPSec session will work through the Gateway; however, simultaneous IPSec

sessions may be possible, depending on the specifics of your VPNs.

•

VPNs that use IPSec and AH (Authentication Header known as protocol 51) are incompatible with the

Gateway.

AH has limitations due to occasional incompatibility with the NAT standard.

•

Change the IP address for the Gateway to another subnet to avoid a conflict between the VPN IP address

and your local IP address. For example, if your VPN server assigns an IP address 192.168.1.X (X is a

number from 1 to 254) and your local LAN IP address is 192.168.1.X (X is the same number used in the

VPN IP address), the Gateway will have difficulties routing information to the right location.

If you change

the Gateway’s IP address to 192.168.2.1, that should solve the problem. Change the Gateway’s IP address

through the Setup tab of the web interface.

•

If you assigned a static IP address to any computer or network device on the network, you need to change

its IP address accordingly to 192.168.2.Y (Y being any number from 1 to 254). Note that each IP address

must be unique within the network.

•

Your VPN may require port 500/UDP packets to be passed to the computer that is connecting to the IPSec

server. Refer to “Problem #7, I need to set up online game hosting or use other Internet applications” for

details.

•

Check the Linksys international website for more information at www.linksys.com/international.

6.

I need to set up a server behind my Gateway and make it available to the public.

To use a server like a web, ftp, or mail server, you need to know the respective port numbers they are using.

For example, port 80 (HTTP) is used for web; port 21 (FTP) is used for FTP, and port 25 (SMTP outgoing) and

port 110 (POP3 incoming) are used for the mail server.

You can get more information by viewing the

documentation provided with the server you installed.

•

Follow these steps to set up port forwarding through the Gateway’s web-based utility. We will be setting

up web, ftp, and mail servers.

1.

Access the Gateway’s web-based utility by going to http://192.168.1.1 or the IP address of the

Gateway. Go to the Applications and Gaming => Port Range Forwarding tab.

2.

Enter any name you want to use for the Customized Application.

3.

Enter the External Port range of the service you are using. For example, if you have a web server, you

would enter the range 80 to 80.

4.

Check the protocol you will be using, TCP and/or UDP.

5.

Enter the IP address of the computer or network device that you want the port server to go to. For

example, if the web server’s Ethernet adapter IP address is 192.168.1.100, you would enter 100 in the

43

Appendix A: Troubleshooting

Common Problems and Solutions

ADSL2 Gateway with 4-Port Switch

field provided. Check “Appendix D: Finding the MAC Address and IP Address for Your Ethernet

Adapter” for details on getting an IP address.

6.

Check the Enable option for the port services you want to use. Consider the example below:

Customized Application

External Port

TCP

UDP

IP Address

Enable

Web server

80 to 80

X

192.168.1.100

X

FTP server

21 to 21

X

192.168.1.101

X

SMTP (outgoing)

25 to 25

X

192.168.1.102

X

POP3 (incoming)

110 to 110

X

192.168.1.102

X

When you have completed the configuration, click the

Save Settings

button.

7.

I need to set up online game hosting or use other Internet applications.

If you want to play online games or use Internet applications, most will work without doing any port

forwarding or DMZ hosting.

There may be cases when you want to host an online game or Internet

application. This would require you to set up the Gateway to deliver incoming packets or data to a specific

computer.

This also applies to the Internet applications you are using. The best way to get the information on

what port services to use is to go to the website of the online game or application you want to use. Follow

these steps to set up online game hosting or use a certain Internet application:

1.

Access the Gateway’s web interface by going to http://192.168.1.1 or the IP address of the Gateway.

Go to the Applications and Gaming => Port Range Forwarding tab.

2.

Enter any name you want to use for the Customized Application.

3.

Enter the External Port range of the service you are using. For example, if you want to host Unreal

Tournament (UT), you would enter the range 7777 to 27900.

4.

Check the protocol you will be using, TCP and/or UDP.

5.

Enter the IP address of the computer or network device that you want the port server to go to. For

example, if the web server’s Ethernet adapter IP address is 192.168.1.100, you would enter 100 in the

field provided. Check “Appendix D: Finding the MAC Address and IP Address for Your Ethernet

Adapter” for details on getting an IP address.

6.

Check the

Enable

option for the port services you want to use. Consider the example below:

Customized Application

External Port

TCP

UDP

IP Address

Enable

UT

7777 to 27900

X

X

192.168.1.100

X

Halflife

27015 to 27015

X

X

192.168.1.105

X

PC Anywhere

5631 to 5631

X

192.168.1.102

X

VPN IPSEC

500 to 500

X

192.168.1.100

X

When you have completed the configuration, click the

Save Settings

button.

44

Appendix A: Troubleshooting

Common Problems and Solutions

ADSL2 Gateway with 4-Port Switch

8.

I can’t get the Internet game, server, or application to work.

If you are having difficulties getting any Internet game, server, or application to function properly, consider

exposing one computer to the Internet using DeMilitarized Zone (DMZ) hosting. This option is available when

an application requires too many ports or when you are not sure which port services to use. Make sure you

disable all the forwarding entries if you want to successfully use DMZ hosting, since forwarding has priority

over DMZ hosting. (In other words, data that enters the Gateway will be checked first by the forwarding

settings. If the port number that the data enters from does not have port forwarding, then the Gateway will

send the data to whichever computer or network device you set for DMZ hosting.)

•

Follow these steps to set DMZ hosting:

1.

Access the Gateway’s web-based utility by going to http://192.168.1.1 or the IP address of the

Gateway. Go to the Applications and Gaming => DMZ tab. Click Enabled and enter the IP of the

computer.

2.

Check the Port Forwarding pages and disable or remove the entries you have entered for forwarding.

Keep this information in case you want to use it at a later time.

•

Once completed with the configuration, click the

Save Settings

button.

9.

I forgot my password, or the password prompt always appears when I am saving settings to the

Gateway.

•

Reset the Gateway to factory default by pressing the Reset button for 10 seconds and then releasing it. If

you are still getting prompted for a password when saving settings, then perform the following steps:

1.

Access the Gateway’s web-based utility by going to http://192.168.1.1 or the IP address of the

Gateway. Enter the default username and password

admin

, and click the

Administrations

=>

Management

tab.

2.

Enter a different password in the Gateway Password field, and enter the same password in the

second field to confirm the password.

3.

Click the

Save Settings

button.

10.I am a PPPoE user, and I need to remove the proxy settings or the dial-up pop-up window.

If you have proxy settings, you need to disable these on your computer. Because the Gateway is the gateway

for the Internet connection, the computer does not need any proxy settings to gain access.

Please follow

these directions to verify that you do not have any proxy settings and that the browser you use is set to

connect directly to the LAN.

•

For Microsoft Internet Explorer 5.0 or higher:

1.

Click

Start,

Settings

, and

Control Panel

. Double-click Internet Options.

2.

Click the

Connections

tab.

3.

Click the

LAN settings

button and remove anything that is checked.

4.

Click the

OK

button to go back to the previous screen.

5.

Click the option

Never dial a connection

.

This will remove any dial-up pop-ups for PPPoE users.

45

Appendix A: Troubleshooting

Common Problems and Solutions

ADSL2 Gateway with 4-Port Switch

•

For Netscape 4.7 or higher:

1.

Start

Netscape Navigator

, and click

Edit

,

Preferences

,

Advanced

, and

Proxies

.

2.

Make sure you have Direct connection to the Internet selected on this screen.

3.

Close all the windows to finish.

11.To start over, I need to set the Gateway to factory default.

Hold the

Reset

button for 10 seconds and then release it. This will return the Internet settings, password,

forwarding, and other settings on the Gateway to the factory default settings. In other words, the Gateway will

revert to its original factory configuration.

12.I need to upgrade the firmware.

In order to upgrade the firmware with the latest features, you need to go to the Linksys international website

and download the latest firmware at www.linksys.com/international.

•

Follow these steps:

1.

Go to the Linksys international website at http://www.linksys.com/international and select your

region or country.

2.

Click the

Products

tab and select the Gateway.

3.

On the Gateway’s webpage, click

Firmware

, and then download the latest firmware for the Gateway.

4.

To upgrade the firmware, follow the steps in the Administration section found in “Chapter 5:

Configuring the Gateway.”

13.The firmware upgrade failed, and/or the Power LED is flashing.

The upgrade could have failed for a number of reasons.

Follow these steps to upgrade the firmware and/or

make the Power LED stop flashing:

•

If the firmware upgrade failed, use the TFTP program (it was downloaded along with the firmware). Open

the pdf that was downloaded along with the firmware and TFTP program, and follow the pdf’s

instructions.

•

Set a static IP address on the computer; refer to “Problem #1, I need to set a static IP address.” Use the

following IP address settings for the computer you are using:

IP Address: 192.168.1.50

Subnet Mask: 255.255.255.0

Gateway: 192.168.1.1

•

Perform the upgrade using the TFTP program or the Gateway’s web-based utility through its

Administration tab.

14.My DSL service’s PPPoE is always disconnecting.

PPPoE is not actually a dedicated or always-on connection.

The DSL ISP can disconnect the service after a

period of inactivity, just like a normal phone dial-up connection to the Internet.

•

There is a setup option to “keep alive” the connection.

This may not always work, so you may need to re-

establish connection periodically.