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66
7
7.
Troubleshooting
Finding and fixing common issues
This chapter provides information about troubleshooting your gateway. This chapter contains the
following sections:
•
Troubleshoot with LEDs
•
Cannot Log In to the Gateway
•
Troubleshoot the ISP Connection
•
Troubleshoot a TCP/IP Network Using the Ping Utility
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Troubleshoot with LEDs
After you have turned on power to the gateway, 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.
The following table provides help when using the LEDs for troubleshooting.
Table 2.
LED behavior
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 12 V-DC power adapter from NETGEAR
for this product.
If the error persists, you have a hardware problem.
All LEDs stay on.
•
Clear the configuration of the gateway to its factory defaults. This
operation sets the IP address of the gateway to 192.168.0.1. See
Factory Default Settings
on page
72.
•
If the error persists, you have a hardware problem.
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 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
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 can verify that the signal
quality is good enough for gateway service.
•
Remove any excessive splitters that you have on your cable line.
Run a “home run” back to the point where the cable enters your
home.
Cannot Log In to the Gateway
If you are unable to access the gateway 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.
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•
Make sure that the IP address of your computer is on the same subnet as the gateway. 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.
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 gateway and reboot your computer.
•
If the IP address of your gateway has been changed and you do not know the current IP
address, clear the configuration of the gateway to its factory defaults. This operation sets
the IP address of the gateway to 192.168.0.1. For more information, see
Factory Default
Settings
on page
72.
•
Make sure that your browser has Java, JavaScript, or ActiveX enabled. 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 gateway user name is
admin
and the default password is password. Make sure Caps Lock is off when you enter
this information.
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 have occurred, but
the web browser might be caching the old configuration.
Troubleshoot the ISP Connection
When your gateway is unable to access the Internet and your Internet LED is on, register the
cable MAC address or device MAC address of your gateway with your cable service provider.
Additionally, your computer does not have the gateway that is configured as its TCP/IP
gateway. If your computer obtains its information from the gateway by DHCP, reboot the
computer and verify the gateway address.
Troubleshoot a TCP/IP Network Using the 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
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easily troubleshoot a TCP/IP network by using the ping utility in your computer 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 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 gateway, as in this
example:
3.
Click the
OK
button.
You 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 that the LAN port LED is on. If the LED is off, see
Troubleshoot with
LEDs
on page
67.
-
Check to see if the corresponding LEDs are on for your network interface card
and 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 computer or workstation.
-
Verify that the IP address for your gateway and your workstation are correct and
that the addresses are on the same subnet.
Test the Path from Your Computer to a Remote Device
After verifying that the LAN path works correctly, test the path from your computer to a
remote device.
To test the path from your 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
and then the IP address of the gateway, as in this
example:
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ping -n 10
<IP address>
where <
IP address
> is the IP address of a remote device such as the DNS server of your
ISP.
If the path is functioning correctly, replies as in the previous section are displayed. If you
do not receive replies:
•
Check that your computer has the IP address of your gateway listed as the default
gateway. If the IP configuration of your computer is assigned by DHCP, this
information is not visible in the Network Control Panel of your computer.
•
Check 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.
•
Check that your Internet LED is on.
•
If your ISP assigned a host name to your computer, enter that host name as the
account name in the Internet Setup screen.

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