NETGEAR CG3000DCR Comcast Router Manual PDF (Setup & Configuration Guide)

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41

6

6.

Troubleshooting

This chapter gives information about troubleshooting your NETGEAR Wireless Cable Gateway

CG3000. For the common problems listed, go to the section indicated.

•

Have I connected the gateway correctly?

Go to

Basic Functions

on page

42.

•

I cannot access the gateway configuration with my browser.

Go to

Access the Gateway Configuration

on page

43.

•

I have configured the gateway but I cannot access the Internet.

Go to

Troubleshoot the ISP Connection

on page

44.

•

I cannot remember the gateway’s configuration password or I want to clear the

configuration and start over again.

Go to

Factory Default Settings

in Appendix

A.

Tip:

NETGEAR provides helpful articles, documentation, and the latest

software updates at

http://www.netgear.com/support

.

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Troubleshooting

42

NETGEAR Wireless Cable Gateway CG3000

Basic Functions

After you have turned on power to the gateway, you should do the following:

1.

Check to see that the Power LED is on.

2.

Check that the numbered Ethernet LEDs come on momentarily.

3.

After a few seconds, check that the local port link LEDs are lit for any local ports that are

connected.

If any of these conditions does not occur, refer to the appropriate following section.

Using LEDs to Troubleshoot

The following table provides help when using the LEDs for troubleshooting.

LED Behavior

Action

All LEDS are off when the gateway

is plugged in.

Make sure that the power cord is properly connected to your gateway

and that the power supply adapter is properly connected to a

functioning power outlet.

Check that you are using the 12VDC power adapter supplied by

NETGEAR for this product.

If the error persists, you have a hardware problem and should contact

technical support.

All LEDs Stay On

• Clear the gateway’s configuration to factory defaults. This will set the

gateway’s IP address to 192.168.0.1. See

Factory Default Settings

in

Appendix

A.

• If the error persists, you might have a hardware problem and should

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

gateway and at the hub or PC.

• Make sure that power is turned on to the connected hub or PC.

• Be sure you are using the correct cable.

Internet LED is off and the

gateway is connected to the cable

television cable.

• Make sure that the coaxial cable connections are secure at the

gateway and at the wall jack.

• Make sure that your cable internet service has been provisioned by

your cable service provider. Your provider should verify that the

signal quality is good enough for cable modem service.

• Remove any excessive splitters you may have on your cable line. It

may be necessary to run a “home run” back to the point where the

cable enters your home.

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Troubleshooting

43

NETGEAR Wireless Cable Gateway CG3000

Access the Gateway Configuration

If you are unable to access the gateway’s configuration from a computer on your local

network, check the following:

•

Check the Ethernet connection between the computer and the gateway as described in

the previous section.

•

Make sure that your PC’s IP address is on the same subnet as the gateway. If you are

using the recommended addressing scheme, your PC’s address should be in the range

of 192.168.0.2 to 192.168.0.254.

Note:

If your PC’s IP address is shown as 169.254.x.x:

Recent versions of Windows and MacOS will generate and assign

an IP address if the computer cannot reach a DHCP server. These

auto-generated addresses are in the range of 169.254.x.x. If your IP

address is in this range, check the connection from the PC to the

gateway and reboot your PC.

•

If your gateway’s IP address has been changed and you don’t know the current IP

address, clear the gateway’s configuration to factory defaults. This will set the gateway’s

IP address to 192.168.0.1. This procedure is explained in

Factory Default Settings

in

Appendix

A.

•

Make sure your browser has Java, JavaScript, or ActiveX enabled. If you are using

Internet Explorer, click Refresh to make sure that the Java applet is loaded.

•

Try quitting the browser and launching it again.

•

Make sure you are using the correct login information. The gateway user name

admin

is

lower-case (

Caps Lock

should be off). The default password of

password

.

If the gateway does not save changes you have made, check 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 may have occurred,

but the Web browser may be caching the old configuration.

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Troubleshooting

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NETGEAR Wireless Cable Gateway CG3000

Troubleshoot the ISP Connection

If your gateway cannot access the Internet and your Cable Link LED is on, you might need to

register the cable MAC address and/or device MAC address of you gateway with your cable

service provider. Your PC might not have the gateway configured as its TCP/IP gateway. If

your PC obtains its information from the gateway by DHCP, reboot the PC 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 responds with an echo reply. Troubleshooting a

TCP/IP network is made easier by using the ping utility in your PC or workstation.

Test the LAN Path to Your Gateway

You can use ping to verify that the LAN path to your gateway is set up correctly.

To ping the gateway from a PC running Windows 95 or later:

1.

From the Windows toolbar, click on the Start button and select Run.

2.

In the field provided, type Ping followed by the IP address of the gateway like this:

ping 192.168.0.1

3.

Click

OK

.

You should see a message like this one:

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 could have one of the following problems:

•

Wrong physical connections.

-

Make sure the LAN port LED is on. If the LED is off, see

Using LEDs to

Troubleshoot

on page

42.

-

Check that the corresponding Link LEDs are on for your network interface card

and for the hub ports (if any) that are connected to your workstation and gateway.

•

Wrong network configuration.

-

Verify that the Ethernet card driver software and TCP/IP software are both

installed and configured on your PC or workstation.

-

Verify that the IP address for your gateway and your workstation are correct and

that the addresses are on the same subnet.

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Troubleshooting

45

NETGEAR Wireless Cable Gateway CG3000

Test the Path from Your PC to a Remote Device

After verifying that the LAN path works correctly, test the path from your PC to a remote

device. From the Windows run menu, type:

PING -n 10

where <

IP address

> is the IP address of a remote device such as your ISP’s DNS server.

If the path is functioning correctly, replies as in the previous section are displayed. If you do

not receive replies:

•

Check that your PC has the IP address of your gateway listed as the default gateway. If

the IP configuration of your PC is assigned by DHCP, this information will not be visible in

your PC’s Network Control Panel. Verify that the IP address of the gateway is listed as

the default gateway.

•

Check to see that the network address of your PC (the portion of the IP address specified

by the netmask) is different from the network address of the remote device.

•

Check that your Cable Link LED is on.

•

If your ISP assigned a host name to your PC, enter that host name as the Account Name

in the Basic Settings screen.

Wireless Performance and Gateway Location

The range of your wireless connection can vary significantly based on the physical placement

of the gateway. The latency, data throughput performance, and notebook power consumption

of wireless adapters also vary depending on your configuration choices.

For best results, place your gateway according to the following guidelines:

•

Near the center of the area in which your computers will operate.

•

In an elevated location such as a high shelf where the wirelessly connected PCs have

line-of-sight access (even if through walls).

•

Away from sources of interference, such as PCs, microwave ovens, and 2.4 GHz

cordless phones.

•

Away from large metal surfaces.

•

Put the antenna in a vertical position to provide the best side-to-side coverage. Put

the antenna in a horizontal position to provide the best up-and-down coverage.

•

To reduce interference when using more than one access point, NETGEAR

recommends using 5 channel spacing between adjacent access points (for example,

use Channels 1 and 6, or 6 and 11).

The time it takes to establish a wireless connection can vary depending on both your security

settings and the gateway location. WEP connections can take slightly longer to establish.

Also, WEP encryption can consume more battery power on a notebook computer.

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