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45
Appendix A: Troubleshooting
Common Problems and Solutions
Broadband Router with 2 Phone Ports
A.
Access the Router’s Web-based Utility by going to
or the IP address of the Router. Go
to the
Applications & Gaming
=>
Port Range Forward
tab.
B.
Enter any name you want to use for the Application.
C.
Enter the port range of the service you are using. For example, if you have a web server, you would enter
the range 80 to 80.
D.
Select the protocol you will be using,
TCP
or
UDP
, or select
Both
.
E.
Enter the IP address of the PC or network device that you want the port server to go to. For example, if the
web server’s Ethernet adapter IP address is 192.168.15.100, you would enter 100 in the field provided.
Check “Appendix C: Finding the MAC Address and IP Address for Your Ethernet Adapter” for details on
getting an IP address.
F.
Check the
Enable
option for the port services you want to use. Consider the examples below:
When you have completed the configuration, click the
Save Settings
button.
11.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 Router 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:
A.
Access the Router’s Web-based Utility by going to
or the IP address of the Router. Go
to the
Applications & Gaming
=>
Port Range Forward
tab.
B.
Enter any name you want to use for the Application.
C.
Enter the port range of the service you are using. For example, if you have a web server, you would enter
the range 80 to 80.
D.
Select the protocol you will be using,
TCP
or
UDP
, or select
Both
.
E.
Enter the IP address of the PC or network device that you want the port server to go to. For example, if the
web server’s Ethernet adapter IP address is 192.168.15.100, you would enter 100 in the field provided.
Application
Start and End
Protocol
IP Address
Enable
Web server
80 to 80
Both
192.168.15.100
X
FTP server
21 to 21
TCP
192.168.15.101
X
SMTP (outgoing)
25 to 25
Both
192.168.15.102
X
POP3 (incoming)
110 to 110
Both
192.168.15.102
X
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46
Appendix A: Troubleshooting
Common Problems and Solutions
Broadband Router with 2 Phone Ports
Check “Appendix C: Finding the MAC Address and IP Address for Your Ethernet Adapter” for details on
getting an IP address.
F.
Check the
Enable
option for the port services you want to use. Consider the examples below:
When you have completed the configuration, click the
Save Settings
button.
12.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 PC 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 Router will be checked first by the forwarding
settings. If the port number that the data enters from does not have port forwarding, then the Router will send
the data to whichever PC or network device you set for DMZ hosting.)
Follow these steps to set DMZ hosting:
A.
Access the Router’s Web-based Utility by going to
or the IP address of the Router. Go
to the
Applications & Gaming
=>
Port Range Forward
tab.
B.
Disable or remove the entries you have entered for forwarding. Keep this information in case you want to
use it at a later time.
C.
Click the
DMZ
tab.
D.
Enter the Ethernet adapter’s IP address of the computer you want exposed to the Internet.
This will
bypass the NAT security for that computer. Please refer to “Appendix C: Finding the MAC Address and IP
Address for Your Ethernet Adapter” for details on getting an IP address.
Once completed with the configuration, click the
Save Settings
button.
13.I forgot my password, or the password prompt always appears when saving settings to the Router.
Reset the Router to factory default by pressing the Reset button for 30 seconds and then releasing it. If you
are still getting prompted for a password when saving settings, then perform the following steps:
Application
Start and End
Protocol
IP Address
Enable
UT
7777 to 27900
Both
192.168.15.100
X
Halflife
27015 to 27015
Both
192.168.15.105
X
PC Anywhere
5631 to 5631
UDP
192.168.15.102
X
VPN IPSEC
500 to 500
UDP
192.168.15.100
X
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Page 53 / 71
47
Appendix A: Troubleshooting
Common Problems and Solutions
Broadband Router with 2 Phone Ports
A.
Access the Router’s web interface by going to
or the IP address of the Router. Enter
the default password
admin
, and click the
Administration
=>
Management
tab.
B.
Enter a different password in the
Router Password
field, and enter the same password in the second field
to confirm the password.
C.
Click the
Save Settings
button.
14.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 Router 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:
A.
Click
Start
,
Settings
, and
Control Panel
. Double-click
Internet Options
.
B.
Click the
Connections
tab.
C.
Click the
LAN settings
button and remove anything that is checked.
D.
Click the
OK
button to go back to the previous screen.
E.
Click the option
Never dial a connection
.
This will remove any dial-up pop-ups for PPPoE users.
For Netscape 4.7 or higher:
A.
Start
Netscape Navigator
, and click
Edit
,
Preferences
,
Advanced
, and
Proxies
.
B.
Make sure you have
Direct connection to the Internet
selected on this screen.
C.
Close all the windows to finish.
15.To start over, I need to set the Router to factory default.
Hold the Reset button for up to 30 seconds and then release it. This will return the password, forwarding, and
other settings on the Router to the factory default settings. In other words, the Router will revert to its original
factory configuration.
16.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.
A.
To connect to the Router, go to the web browser, and enter
or the IP address of the
Router.
B.
Enter the password, if asked. (The default password is admin.)
C.
On the
Basic Setup
tab, select the option
Keep Alive
, and set the
Redial Period
option at
20
(seconds).
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48
Appendix A: Troubleshooting
Common Problems and Solutions
Broadband Router with 2 Phone Ports
D.
Click the
Save Settings
button.
E.
Click the
Status
tab, and click the
Connect
button.
F.
You may see the login status display as Connecting. Press the
F5
key to refresh the screen, until you see
the login status display as Connected.
If the connection is lost again, follow steps E and F to re-establish connection.
17.I can't access my email, web, or VPN, or I am getting corrupted data from the Internet.
The Maximum Transmission Unit (MTU) setting may need to be adjusted. By default, the MTU is set at 1500.
For most DSL users, it is strongly recommended to use MTU 1492.
If you are having some difficulties,
perform the following steps:
A.
Open the web browser, and enter
or the IP address of the Router.
B.
Enter the password, if asked. (The default password is
admin
.)
C.
On the
Basic Setup
tab, look for the MTU option, and select
Manual
. In the
Size
field, enter 1492.
D.
Click the
Save Settings
button to continue.
If your difficulties continue, change the Size to different values. Try this list of values, one value at a time, in
this order, until your problem is solved:
1462
1400
1362
1300
18.I need to use port triggering.
Port triggering looks at the outgoing port services used and will trigger the Router to open a specific port,
depending on which port an Internet application uses.
Follow these steps:
A.
To connect to the Router, go to the web browser, and enter
or the IP address of the
Router.
B.
Enter the password, if asked. (The default password is
admin
.)
C.
Click the
Applications & Gaming
=>
Port Trigger
tab.
D.
Enter any name you want to use for the Application Name.
E.
Enter the Start and End Ports of the Triggered Port Range. Check with your Internet application provider
for more information on which outgoing port services it is using.
F.
Enter the Start and End Ports of the Forwarded Port Range. Check with your Internet application provider
for more information on which incoming port services are required by the Internet application.
G.
Check the
Enable
option for the port services you want to use.
When you have completed the configuration, click the
Save Settings
button.
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49
Appendix A: Troubleshooting
Frequently Asked Questions
Broadband Router with 2 Phone Ports
19.When I enter a URL or IP address, I get a time-out error or am prompted to retry.
Go through this checklist until your problem is solved:
•
Check if other PCs work. If they do, ensure that your workstation’s IP settings are correct (IP Address,
Subnet Mask, Default Gateway, and DNS). Restart the computer that is having a problem.
•
If the PCs are configured correctly, but still not working, check the Router. Ensure that it is connected and
powered on. Connect to it and check its settings. (If you cannot connect to it, check the LAN and power
connections.)
•
If the Router is configured correctly, check your Internet connection (DSL/cable modem, etc.) to see if it is
working correctly. You can remove the Router to verify a direct connection.
•
Manually configure the TCP/IP with a DNS address provided by your ISP.
•
Make sure that your browser is set to connect directly and that any dial-up is disabled. For Internet
Explorer, click
Tools
,
Internet Options
, and then the
Connection
tab. Make sure that Internet Explorer is
set to
Never dial a connection
. For Netscape Navigator, click
Edit
,
Preferences
,
Advanced
, and
Proxy
.
Make sure that Netscape Navigator is set to
Direct connection to the Internet
.
Frequently Asked Questions
How do I configure the Router for Internet phone service?
Run the Setup Wizard or follow the instructions of the Quick Installation or User Guide to install and configure the
Router for your type of Internet connection. To configure the Router for Internet phone service, visit
and sign up for or activate your account.
How do I make a phone call?
Pick up your phone and dial 1 + area code + phone number. You must dial 1 and the area code for all calls, even
local ones.
Can I make calls if my Internet connection is down?
No. Your high-speed Internet connection must be active when you make Internet phone or fax calls.
Can I make calls while I’m browsing the Internet?
Yes. You can make Internet phone or fax calls while browsing the Internet. However, your web browsing may
affect the quality of your telephone call, depending on the amount of upstream data traffic passing through your
Internet connection.
How do I change the features of my Internet phone service account?
For features such as call-waiting or call-forwarding, go to
and access your
account online.
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