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91
9
9.
Troubleshooting
This chapter gives information about troubleshooting your modem router.
This chapter includes the following sections:
•
Use LEDs to Troubleshoot
•
Cannot Log In to the Modem Router
•
Troubleshoot the Cable Internet Connection
•
Troubleshoot a TCP/IP Network Using a Ping Utility
Tip:
NETGEAR provides helpful articles, documentation, and the latest
software updates at
support.netgear.com
.
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92
AC1750 WiFi Cable Modem Router
Use LEDs to Troubleshoot
The following table provides help when you are using the LEDs for troubleshooting.
LED Behavior
Action
All LEDS are off when the modem
router is plugged in.
Make sure that the power cord is properly connected to your modem
router and that the power supply adapter is properly connected to a
functioning power outlet.
Check that you are using the 12 VDC power adapter from NETGEAR
for this product.
If the error persists, this indicates a hardware problem. Contact
technical support.
All LEDs stay on.
•
Clear the configuration of the modem router to its factory defaults.
This operation sets the IP address of the modem router to
192.168.0.1. See
Factory Default Settings
on page
97.
•
If the error persists, this indicates a hardware problem. Contact
technical support.
LAN LED is off for a port with an
Ethernet connection.
•
Make sure that the Ethernet cable connections are secure at the
modem router and at the hub or computer.
•
Make sure that power is turned on to the connected hub or
computer.
•
Be sure that you are using the correct cable.
Internet LED is off and the modem
router is connected to the cable
television cable.
•
Make sure that the coaxial cable connections are secure at the
modem router and at the wall jack.
•
Make sure that your cable Internet provider provisioned your cable
Internet service. Your provider can verify that the signal quality is
good enough for modem router service.
•
Remove any excessive splitters that on your cable line. Run a
“home run” back to the point where the cable enters your home.
Cannot Log In to the Modem Router
If you cannot access the modem router from a computer on your local network, check the
following:
•
If you are using a WiFi connection, check to make sure that your computer or mobile
device is connected to the correct WiFi network.
•
If your computer is connected to the modem router with an Ethernet cable, check the
connection.
•
Make sure that your computer’s IP address is on the same subnet as the modem router.
If you are using the recommended addressing scheme, the address of your computer is
in the range of 192.168.0.10 to 192.168.0.254.
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Note:
If the IP address of your computer is shown as 169.254.x.x:
Recent versions of Windows and Mac OS generate and assign an IP
address when 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.
•
If the IP address of your modem router changed and you do not know its current IP
address, clear the configuration of the modem router to its factory defaults. This sets the
IP address of the modem router to 192.168.0.1. For more information, see
Factory
Default Settings
on page
97.
•
Make sure that Java, JavaScript, or ActiveX is enabled in your browser. If you are using
Internet Explorer, click the
Refresh
button to make 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 modem router user name
admin
is lowercase (
Caps Lock
is off). The default password is
password
.
If the modem router does not save changes you made, do the following:
•
When entering configuration settings, be sure to click the
Apply
button before moving to
another screen, or your changes are lost.
•
Click the
Refresh
or
Reload
button in the web browser. The changes occurred, but the
web browser might be caching the old configuration.
Troubleshoot the Cable Internet Connection
When your modem router cannot access the Internet and your Internet LED is on, register
the cable MAC address or device MAC address of your modem router with your cable
Internet provider.
Additionally, check the setting for your computer’s TCP/IP gateway. It should be set to use
the modem router. modem router. If your computer obtains its information from the modem
router by DHCP, reboot the computer and verify the gateway address.
Troubleshoot a TCP/IP Network Using a Ping Utility
Most TCP/IP terminal devices and routers contain a ping utility that sends an echo request
packet to the designated device. The device then responds with an echo reply. You can
easily troubleshoot a TCP/IP network by using the ping utility in your computer or
workstation.
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AC1750 WiFi Cable Modem Router
Use Ping to Test the LAN Path to Your Modem Router
You can use ping to verify that the LAN path to your modem router is set up correctly.
To ping the modem router from a computer running Windows 95 or later:
1.
From the Windows toolbar, click the
Start
button and select
Run
.
2.
In the field that is provided, type
ping
and then the IP address of the modem router, as in
this example:
3.
Click the
OK
button.
You see a message like the following:
Pinging <IP address> with 32 bytes of data
If the path is working, you see this message:
Reply from < IP address >: bytes=32 time=NN ms TTL=xxx
If the path is not working, you see this message:
Request timed out
If the path is not working correctly, you one of the following problems might be the cause:
•
Wrong physical connections.
-
Make sure that the LAN LED is lit. If this LED is off, for more information, see
Use
LEDs to Troubleshoot
on page
92.
-
Check the corresponding link LEDs are on for your network interface card and the
hub ports (if any) that are connected to your workstation and modem router.
•
Wrong network configuration.
-
Verify that the Ethernet card driver software and TCP/IP software are both
installed and configured on your computer or workstation.
-
Verify that the IP address for your modem router and your workstation are correct
and that the addresses are on the same subnet.
Use Ping to Test the Path from a Windows Computer to a
Remote Device
After verifying that the LAN path works correctly, test the path from the Windows computer to
a remote device.
To test the path from a Windows computer to a remote device:
1.
From the Windows toolbar, click the
Start
button and select
Run
.
2.
In the field that is provided, type:
ping -n 10
<IP address>
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where <
IP address
> is the IP address of a remote device such as the DNS server of your
Internet provider.
If the path is working, you see this message:
Reply from < IP address >: bytes=32 time=NN ms TTL=xxx
3.
If you do not receive this reply, check the following:
•
Make sure that the Internet LED is lit.
•
If your Internet provider assigned a host name to your computer, enter that host name
as the account name in the Internet Setup screen.
•
Make sure that your computer has the IP address of your modem router listed as the
default gateway. If DHCP assigns the IP configuration of your computer, this
information is not visible in the Network Control Panel of your computer. Verify that
the IP address of the modem router is listed as the default gateway.
•
Make sure that the network address of your computer (the portion of the IP address
specified by the netmask) is different from the network address of the remote device.

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