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Appendix A: Troubleshooting

Common Problems and Solutions

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 Forwarding

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.

11. I forgot my password, or the password prompt always appears when saving settings to the Router.

Reset the Router to factory defaults by pressing the Reset button for five seconds and then releasing it. If

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

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.

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Appendix A: Troubleshooting

Common Problems and Solutions

12. 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.

13. To start over, I need to set the Router to its router factory defaults.

Hold the Reset button for approximately five 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.

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 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.

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Appendix A: Troubleshooting

Common Problems and Solutions

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).

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.

15. 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.

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, look for the MTU option, and select

Enable

. 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

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Appendix A: Troubleshooting

Common Problems and Solutions

16. 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 Triggering

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.

17. 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

.

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67

Appendix A: Troubleshooting

Frequently Asked Questions

Frequently Asked Questions

How do I make a phone call?

Pick up the phone and dial. Use 7-, 10-, or 11-digit dialing for calls within the same area code as your

babyTEL

phone number. Use 10- or 11-digit dialing for calls outside of your area code.

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.

What is the maximum number of IP addresses that the Router will support?

The Router will support up to 253 IP addresses.

Where is the Router installed on the network?

In a typical environment, the Router is installed between the cable/DSL modem and the local area network (LAN).

Plug the Router into the cable/DSL modem’s Ethernet port.