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Diagnostics and Troubleshooting
151
AC1900, N900, and N450 WiFi
Cable Data Gateways
Perform Diagnostics
The cable data gateway lets you perform various diagnostic tasks. For normal operation,
these tasks are not required.
Ping an IP Address
Use this test to send a ping packet request to an IP address to test the connection. If the
request times out because no reply is received, the destination might be unreachable.
However, some network devices can be configured not to respond to a ping.
To ping an IP address:
1.
On your computer, launch an Internet browser such as Mozilla Firefox or Microsoft
Internet Explorer.
2.
In the address field of your browser, enter
http://routerlogin.net
.
You are prompted to enter a user name and password.
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 screen displays.
5.
Select
ADVANCED > Administration > Diagnostics
.
The Diagnostics screen displays.
By default,
Ping
is selected from the
Utility
menu.
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Diagnostics and Troubleshooting
152
AC1900, N900, and N450 WiFi
Cable Data Gateways
6.
Enter the ping settings.
The following table describes the fields for the ping settings on the Diagnostics screen.
Field
Description
Target
Enter the IP address of the device that you want to ping.
Ping Size (in bytes)
Enter the size of the ping packet. By default, the packet size is 64 bytes.
No. of Pings
Enter the number of times that the IP address is pinged. By default, the ping is sent
three times.
Ping Interval (in ms)
Enter the interval between the consecutive pings. By default, the interval is 1000 ms.
7.
Click the
Start Test
button.
The Results field displays the results of the ping test.
8.
If the test does not complete, click the
Abort Test
button and try again.
9.
To refresh the results in the Results field, click the
Refresh
button at the bottom of the
field.
10.
To remove all information from the Results field, click the
Clear Results
button.
Trace a Route
Use this test to trace a route to an IP address or host name to test the connection. If you use
a host name, you can also use this test to resolve the name to an IP address. If the request
times out because no reply is received, the destination might be unreachable. However,
some network devices can be configured not to respond to a traceroute request.
To trace a route:
1.
On your computer, launch an Internet browser such as Mozilla Firefox or Microsoft
Internet Explorer.
2.
In the address field of your browser, enter
http://routerlogin.net
.
You are prompted to enter a user name and password.
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 screen displays.
5.
Select
ADVANCED > Administration > Diagnostics
.
The Diagnostics screen displays.
6.
From the
Utility
menu, select
Traceroute
.
The screen adjusts.
Page 153 / 168
Diagnostics and Troubleshooting
153
AC1900, N900, and N450 WiFi
Cable Data Gateways
7.
Enter the traceroute settings.
The following table describes the fields for the traceroute settings on the Diagnostics
screen.
Field
Description
Target (IP address or
Name)
Enter the IP address or host name of the device that you want to trace.
Max Hops
Enter the maximum number of hops for the trace. By default, the maximum number
of hops is 30.
Data Size (in bytes)
Enter the size of the probe packet. By default, the probe packet size is 32 bytes.
Base Port
Enter the port from which the probe packet is sent. By default, the port number is
33434.
Resolve Host
If you enter a host name, specify whether the name is resolved to an IP address by
selecting one of the following options from the
Resolve Host
menu:
•
Off
. The name is not resolved to an IP address.
•
On
. The name is resolved to an IP address.
8.
Click the
Start Test
button.
The Results field displays the results of the ping test.
Note:
After 30 hops, a traceroute times out.
9.
To refresh the results in the Results field, click the
Refresh
button at the bottom of the
field.
10.
To remove all information from the Results field, click the
Clear Results
button.
Page 154 / 168
Diagnostics and Troubleshooting
154
AC1900, N900, and N450 WiFi
Cable Data Gateways
Quick Tips for Troubleshooting
The following table includes tips for troubleshooting some common problems.
Table 4.
Quick tips for troubleshooting
Problem
Possible Solution
Your WiFi network is
unresponsive or does not
function normally.
Restart your WiFi network:
1.
Turn off and unplug the cable data gateway.
2.
Plug in the cable data gateway and turn it on.
Wait two minutes.
You cannot connect over WiFi
to the cable data gateway.
•
Make sure that the WiFi settings in your WiFi device and cable data
gateway match exactly.
For a device that is connected over WiFi, the WiFi network name (SSID)
and WiFi security settings of the cable data gateway and WiFi computer
must match exactly. The default SSID and password are on the cable data
gateway product label (see
Chapter 1, Hardware Overview
).
•
Make sure that your WiFi device supports the security that you are using
for your WiFi network (WPA2-PSK [AES] or WPA-PSK [TKIP] +
WPA2-PASK [AES]). For information about WiFi security settings, see
View
or Change the Basic Settings for the Main WiFi Network
on page
31.
•
Make sure that the cable data gateway is not too far from your WiFi device
or too close.
-
Move your WiFi device near the cable data gateway but at least 6 feet
(about 2 meters) away and see if the signal strength improves.
-
Make sure that the WiFi signal is not blocked by objects between the
cable data gateway and your WiFi device.
•
Make sure that the 2.4 GHz LED or 5 GHz LED (or, for model N450, the
WiFi LED) on the cable data gateway is not off.
If this LED is off, the WiFi radio might be disabled. For more information
about the WiFi radio, see
Control the WiFi Radios
on page
109.
•
Make sure that the cable data gateway’s SSID broadcast is not disabled.
If the cable data gateway’s SSID broadcast is disabled, the WiFi network
name is hidden and does not display in your WiFi device’s scanning list. To
connect to a hidden network, you must type the network name and the WiFi
password. For more information about the SSID broadcast, see
View or
Change the Basic Settings for the Main WiFi Network
on page
31.
•
If you set up an access list on the advanced Wireless Settings screen (see
Set Up a WiFi Access List by MAC Address
on page
112), add the MAC
address of each WiFi device to the cable data gateway’s access list.
•
Make sure that your WiFi device is not configured with a static IP address
but is configured to receive an IP address automatically with DHCP.
All LEDs are off when the
cable data gateway is plugged
in.
Make sure that the power cord is properly connected to your cable data
gateway and that the power supply adapter is properly connected to a
functioning power outlet.
Check that you are using the power adapter that came in the product package
and not any other power adapter.
If the error persists, a hardware problem occurred. Contact Cox Support.
Page 155 / 168
Diagnostics and Troubleshooting
155
AC1900, N900, and N450 WiFi
Cable Data Gateways
Troubleshoot with the LEDs
When you turn on the power, the LEDs light as described here.
1.
When power is first applied, all LEDs light solid.
Whether an Ethernet LED lights depends on whether an Ethernet device is connected to
the cable data gateway.
2.
After approximately 12 seconds, all LEDs start blinking green except for the Power LED,
which blinks red.
3.
After approximately one minute, the following LED behavior occurs:
•
The Power LED turns solid green, indicating that the boot process is complete.
•
The Downstream LED starts blinking green.
•
The 2.4 GHz and 5 GHz LEDs (or, for model N450, the WiFi LED) start blinking green
or light solid green.
4.
After the cable data gateway establishes a downstream connection, the following LED
behavior occurs:
•
The Downstream LED lights solid blue or green.
•
The Upstream LED starts blinking green.
5.
After the cable data gateway establishes an upstream connection, the Upstream LED
lights solid blue or green.
All LEDs stay on.
•
Clear the configuration of the cable data gateway to its factory defaults.
This operation sets the IP address of the cable data gateway to
192.168.0.1.
•
If the error persists, it is possible that a hardware problem occurred.
Contact Cox Support.
Ethernet LED is off for a port
with an Ethernet connection.
•
Make sure that the connected Ethernet device does not use a static IP
address but is configured to receive an IP address automatically with
DHCP.
•
Make sure that the Ethernet cable connections are secure at the cable data
gateway and at the Ethernet device.
•
Make sure that power is turned on to the connected Ethernet device.
•
Be sure that you are using the correct cable.
Internet LED (or, for model
AC1900, the Online LED) is
off even though the cable data
gateway is connected to the
cable wall jack.
•
Make sure that the coaxial cable connections are secure at the cable data
gateway and at the wall jack.
•
Make sure that your cable service provider provisioned your cable Internet
service. Your provider can verify that the signal quality is good enough for
cable data gateway service.
•
Remove any excessive splitters that you installed on your cable line. Run a
“home run” back to the point where the cable enters your home.
Table 4.
Quick tips for troubleshooting
Problem
Possible Solution

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