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Page 186 / 198 Scroll up to view Page 181 - 185
Diagnostics and Troubleshooting
186
AC1600 WiFi Cable Modem Router
If the error persists, an unrecoverable firmware or hardware problem occurred. For recovery
instructions or help with a hardware problem, contact technical support.
If the Power LED turns red in any other situation, the modem router became overheated and
entered thermal cutoff mode. In this situation, do the following:
1.
Turn the power off.
2.
Let the modem router cool.
Move the modem router away from heat sources (such as a TV, DVD player, or speakers)
and keep it vertical in open air.
3.
After the modem router cooled, turn the power on.
WiFi LED Is Off
If a WiFi LED stays off, the associated WiFi radio in the modem router is off. For information
about turning on the WiFi radio, see
Control the WiFi Radios
on page
155.
If you turn on the 2.4 GHz WiFi radio, the 2.4 GHz WiFi LED
lights green.
If you turn on the 5 GHz WiFi radio, the 5 GHz WiFi LED
lights green.
Ethernet LED Is Off
If the Ethernet LED
does not light when you connect a device, check the following:
•
The Ethernet cable connections are secure at the modem router and at the device.
•
The power is turned on to the connected device.
•
You are using the correct cable.
You Cannot Log In to the Modem Router
If you are unable to log in to the modem router from a computer on your local network and
use the web management interface, check the following:
•
If you are using an Ethernet-connected computer, check the Ethernet connection
between the computer and the modem router.
•
If the computer is set to a static or fixed IP address (this setting is uncommon), either
change the computer to obtain an IP address automatically from the modem router
through DHCP, or change the IP address of the computer to a static or fixed IP address in
the 192.168.0.2–192.168.0.254 range.
•
Make sure that your computer can reach the modem router’s DHCP server. Recent
versions of Windows and Mac OS generate and assign an IP address if the computer
cannot reach a DHCP server. These autogenerated addresses are in the range of
169.254.x.x. If your IP address is in this range, check the connection from the computer
to the modem router and reboot your computer.
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Diagnostics and Troubleshooting
187
AC1600 WiFi Cable Modem Router
•
If your modem router’s IP address was changed and you do not know the current IP
address, use an IP scanner application to detect the IP address. If you still cannot find the
IP address, clear the modem router’s configuration to factory defaults. This sets the
modem router’s IP address to 192.168.0.1. For more information, see
Return the Modem
Router to Its Factory Default Settings
on page
113 and
Factory Default Settings
on
page
195.
•
Make sure that Java, JavaScript, or ActiveX is enabled in your browser. If you are using
Internet Explorer, click the
Refresh
button to be sure that the Java applet is loaded.
•
Try quitting the browser and launching it again.
•
Make sure that you are using the correct login information. The user name is
admin
, and
the default password is
password
. Make sure that Caps Lock is off when you enter this
information.
•
If you are attempting to set up your modem router behind an existing router in your
network, turn on router mode to enable the modem router to function as a bridge to the
router (see
Cable the Modem Router to a Router and Use Bridge Mode
on page
17).
View and Manage the Event Log
The event log is a detailed record of events that occur between the modem router and the
cable service provider’s cable modem termination system (CMTS). Such events include
firmware downloads, DOCSIS time-outs, WiFi channel changes, and login authentications to
the CMTS.
The event log might help your cable service provider to troubleshoot problems and isolate
faults that might occur. Technical support might ask about events that are listed in the event
log.
To view or clear the event log:
1.
Launch an Internet browser from a computer or WiFi device that is connected to the
network.
2.
Type
.
A login window opens.
3.
Type
admin
for the user name and type your password.
If you did not yet personalize your password, type
password
for the password.
4.
Click the
OK
button.
The BASIC Home page displays.
5.
Select
ADVANCED > Administration > Event Log
.
Page 188 / 198
Diagnostics and Troubleshooting
188
AC1600 WiFi Cable Modem Router
The Event Log page displays a table that shows, for each event, the time that the event
occurred, the priority of the event (0 being the highest priority and 6 the lowest), and a
detailed description.
The previous figure show an event with priority 3 that occurs when the modem router
cannot synchronize its time with a server.
6.
To refresh the page, click the
Refresh
button.
The information onscreen is updated.
7.
To clear the log entries, click the
Clear Log
button.
All entries are removed from the table.
Troubleshoot the Internet Connection
If your modem router cannot access the Internet, check the cable connection.
Troubleshoot the Cable Link
If your modem router is unable to access the Internet, first determine whether the cable link
with the service provider is working. The Downstream LED
and Upstream LED
)
indicate the state of this connection.
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Diagnostics and Troubleshooting
189
AC1600 WiFi Cable Modem Router
Downstream and Upstream LEDs Are Amber or Green
If the Downstream and Upstream LEDs light solid amber or solid green (or one LED lights
solid green and the other lights solid amber), the cable connection is good. You can be
confident that the service provider connected your line correctly and that your wiring is
correct.
The Downstream LED or Upstream LED Is Blinking Green
If the Downstream LED is blinking green, the modem router is attempting to make a
downstream cable connection (which allows you to receive information) with the service
provider.
If the Upstream LED is blinking green, the modem router is attempting to make an upstream
cable connection (which allows you to send information) with the service provider.
If the modem router establishes a cable connection, the Downstream and Upstream LEDs
turns solid amber or solid green (or one LED lights solid green and the other lights solid
amber). This connection process generally lasts several minutes.
Downstream and Upstream LEDs Are Off
If both the Downstream and Upstream LEDs are off, the modem router cannot get a
connection with your cable Internet provider.
Make sure that you cabled the modem router correctly (see
Cable the Modem Router
on
page
14). If the cabling is correct but the modem router cannot get a connection, contact your
cable Internet provider.
Internet LED Is Off
If the Internet LED
is off, the modem router cannot connect to the Internet. Verify the
following:
•
Check that the IP address information for the ISP connection is correct (see
View or
Manually Set Up the IPv4 Internet Settings
on page
30). In most cases, the ISP assigns
IP addresses dynamically.
•
Check to see if your ISP is experiencing a problem—it might not be that the modem
router cannot connect to the Internet, but rather that your ISP cannot provide an Internet
connection.
Obtain an Internet IP Address
If the modem router cannot access the Internet but the Internet LED
is green, see if the
modem router can obtain an Internet IP address from the ISP. Unless the modem router is
assigned a static IP address, the modem router requests an IP address from the ISP. You
can determine whether the request was successful using the web management interface.
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Diagnostics and Troubleshooting
190
AC1600 WiFi Cable Modem Router
To check the Internet IP address:
1.
Launch an Internet browser from a computer or WiFi device that is connected to the
network.
2.
Type
.
A login window opens.
3.
Type
admin
for the user name and type your password.
If you did not yet personalize your password, type
password
for the password.
4.
Click the
OK
button.
The BASIC Home page displays.
5.
Select
ADVANCED > ADVANCED Home
.
The ADVANCED Home page displays.
6.
In the Internet Port pane, check that the IP Address field shows a valid IP address.
If the field shows 0.0.0.0, your modem router did not obtain an IP address from your ISP.
If your modem router cannot obtain an IP address from the ISP, check that the IP address
information for the ISP connection is correct (see
View or Manually Set Up the IPv4 Internet
Settings
on page
30). In most cases, the ISP assigns IP addresses dynamically.
Troubleshoot Internet Browsing
If your modem router can obtain an IP address but your computer is unable to load any web
pages from the Internet, it might be for one of the following reasons:
•
The traffic meter is enabled, and the limit was reached.
By configuring the traffic meter not to block Internet access when the traffic limit is
reached, you can resume Internet access (see
Unblock the Traffic Meter After the Traffic
Limit Is Reached
on page
120). If your ISP sets a usage limit, they might charge you for
the overage.
•
Your computer might not recognize any DNS server addresses.
A DNS server is a host on the Internet that translates Internet names (such as www
addresses) to numeric IP
addresses. Typically your ISP provides the addresses of one or
two DNS servers for your use. If you entered a DNS address when you set up the modem
router, reboot your computer and verify the DNS address. Alternatively, you can configure
your computer manually with DNS addresses, as explained in your operating system
documentation
.
•
The modem router might not be configured as the TCP/IP router on your computer.
For information about TCP/IP problems, see
TCP/IP Network Not Responding
on
page
192.
If your computer obtains its information from the modem router by DHCP, reboot the
computer and verify the modem router address.

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