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Diagnostics and Troubleshooting
156
AC1900, N900, and N450 WiFi
Cable Data Gateways
Power LED Is Off
If the Power LED and other LEDs are off when your cable data gateway is turned on, do the
following:
Check that the power cord is correctly connected to your cable data gateway and that the
power supply adapter is correctly connected to a functioning power outlet.
Check that you are using the power adapter that NETGEAR supplied for this product.
If the error persists, a hardware problem might exist. For recovery instructions or help with a
hardware problem, contact Cox Support.
Power LED Is Red (Solid or Blinking) at Any Time Other Than
While Booting
When the cable data gateway is turned on, it performs a power-on self-test, during which time
the Power LED blinks red. If the Power LED does not turn green within a minute or so, or if it
turns red (solid or blinking) at any other time during normal operation, a fault exists within the
cable data gateway.
If the Power LED turns red to indicate a cable data gateway fault, turn the power off and on to
see if the cable data gateway recovers. If the Power LED is still red one minute after
power-up, do the following:
Turn the power off and on one more time to see if the cable data gateway recovers.
Clear the cable data gateway’s configuration to factory defaults (see
Return the WiFi
Cable Data Gateway to Its Factory Default Settings
on page
94). This sets the cable data
gateway’s IP address to 192.168.0.1.
If the error persists, an unrecoverable firmware or hardware problem occurred. For recovery
instructions or help with a hardware problem, contact Cox Support.
2.4 GHz or 5 GHz LED or WiFi LED Is Off
If the 2.4 GHz or 5 GHz LED (or, for model N450, the WiFi LED) stays off, the WiFi radio in
the cable data gateway is off. For information about turning on the WiFi radio, see
Control the
WiFi Radios
on page
109. When the WiFi radio is turned on, the LED starts blinking green or
lights solid green.
LAN LED Is Off
If the LAN LED for a port does not light when you connect a device, check the following:
The Ethernet cable connections are secure at the cable data gateway and at the device.
The power is turned on to the connected device.
You are using the correct cable.
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Diagnostics and Troubleshooting
157
AC1900, N900, and N450 WiFi
Cable Data Gateways
Cannot Log In to the Cable Data Gateway
If you are unable to log in to the cable data gateway from a device on your local network,
check the following:
If you are using an Ethernet-connected computer, check the Ethernet connection
between the computer and the cable data gateway (see
LAN LED Is Off
on page
156).
Make sure that Java, JavaScript, or ActiveX is enabled in your web 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 factory default login name
is
admin
, and the password is
password
. Make sure that Caps Lock is off when you
enter this information.
Make sure that your computer’s IP address is on the same subnet as the cable data
gateway. If you are using the recommended addressing scheme, your computer’s
address is in the range of 192.168.0.2 to 192.168.0.254. For more information, see
Manage the Internet Setup
on page
42.
If your computer’s IP address is shown as 169.254.x.x: 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 cable data gateway and reboot
your computer.
If your cable data gateway’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 cable data gateway’s configuration to factory defaults. This sets the
cable data gateway’s IP address to 192.168.0.1. For more information, see
Factory
Default Settings
on page
164.
View and Manage the Event Log
The event log is a detailed record of events that occur between the cable data gateway 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. Cox Support might ask about events that are listed in the event log.
To view or clear the event log:
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.
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Diagnostics and Troubleshooting
158
AC1900, N900, and N450 WiFi
Cable Data Gateways
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 > Event Log
.
The Event Log screen displays.
The Event Log screen 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.
6.
To refresh the screen, 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 Cable Internet Connection
If your cable data gateway cannot access the Internet but the Internet LED (or, for model
AC1900, the Online LED) lights green, contact Cox Support.
For more information about Internet connection problems, see
TCP/IP Network Not
Responding
on page
161.
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Diagnostics and Troubleshooting
159
AC1900, N900, and N450 WiFi
Cable Data Gateways
Internet LED or Online LED Is Off
If the Internet LED (or, for model AC1900, the Online LED) is off, the cable data gateway was
unable to connect to the Internet. Verify the following:
Check that the Internet information is correct (see
Manage the Internet Setup
on
page
42).
Check to see if your cable service provider is experiencing a service problem. It might not
be that the cable data gateway cannot connect to the Internet, but rather that your cable
service provider cannot provide an Internet connection.
Obtain an Internet IP Address
If your cable data gateway cannot access the Internet and your Internet LED lights green,
see if the cable data gateway can obtain an Internet IP address from the cable service
provider. Unless you were assigned a static IP address, your cable data gateway requests an
IP address from the cable service provider. You can determine whether the request was
successful using the web management interface.
To check the Internet 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 > ADVANCED Home
.
The ADVANCED Home screen displays.
6.
In the Internet Port pane, check that an IP address is shown in the IP address/Mask field.
If 0.0.0.0 is shown, the cable data gateway did not obtain an IP address from the cable
service provider.
If the cable data gateway cannot obtain an IP address from the cable service provider, the
cable service provider might check for a host name, a domain name, or both.
Assign the host name, domain name, or both. For more information, see
Manage the Internet
Setup
on page
42.
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Diagnostics and Troubleshooting
160
AC1900, N900, and N450 WiFi
Cable Data Gateways
Troubleshoot Internet Browsing
If your cable data gateway 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:
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 cable service provider provides the
addresses of one, two, or three DNS servers for your use. If you entered a DNS address
when you set up the cable data gateway, 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 cable data gateway might not be configured as the computer’s TCP/IP cable data
gateway.
If your computer obtains its information from the cable data gateway by DHCP, reboot the
computer and verify the cable data gateway address.
For information about TCP/IP problems, see
TCP/IP Network Not Responding
on
page
161.
Changes Not Saved
If the cable data gateway does not save the changes you make in the cable data gateway
web management interface, do the following:
When entering configuration settings, always click the
Apply
button before moving to
another screen or tab, or your changes are lost.
Click the
Refresh
or
Reload
button in the web browser. The changes occurred, but the
old settings might be in the web browser’s cache.
WiFi Connectivity
If you experience trouble connecting over WiFi to the cable data gateway, try to isolate the
problem.
Does the WiFi device that you are using find your WiFi network?
If not, check the 2.4 GHz LED or 5 GHz LED (or, for model N450, the WiFi LED) on the
front panel of the cable data gateway. If a LED is off, the corresponding WiFi radio in the
cable data gateway is off. For information about turning on the WiFi radio, see
Control the
WiFi Radios
on page
109. When the WiFi radio is turned on, the LED starts blinking green
or lights solid green.
If you disabled the cable data gateway’s SSID broadcast, your WiFi network is hidden
and does not display in your WiFi client’s scanning list. (By default, SSID broadcast is

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