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15
15.
Troubleshooting
This chapter provides information to help you diagnose and solve problems you might
experience with your modem router. If you do not find the solution here, check the NETGEAR
support site at
support.netgear.com
for product and contact information.
This chapter contains the following sections:
•
Quick Tips for Troubleshooting
•
Troubleshoot with the LEDs
•
You Cannot Log In to the Modem Router
•
Troubleshoot the Internet Connection
•
Changes Are Not Saved
•
Troubleshoot the WiFi Connectivity
•
Troubleshoot Your Network Using the Ping Utility
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AC1600 WiFi VDSL/ADSL Modem Router Model D6400
Quick Tips for Troubleshooting
The following table includes tips for troubleshooting some common problems.
Table 4.
Quick tips for troubleshooting
Problem
Possible Solution
Your network is unresponsive
or does not function normally.
Restart your network:
1.
Turn off and unplug the DSL, cable, or fiber modem.
2.
Turn off the modem router.
3.
Plug in the DSL, cable, or fiber modem and turn it on. Wait two minutes.
4.
Turn on the modem router and wait two minutes.
If network problems still occur, make sure that your ISP does not require you to
use the MAC address of the computer that was used to initially register the ISP
account. If your ISP does require that you do this, you must change the modem
router MAC address that the modem router uses. For more information, see
one of the following sections:
•
Manually Set Up an ADSL Internet Connection
on page
47
•
Manually Set Up a VDSL Internet Connection
on page
56
•
Manually Set Up a Cable of Fiber Internet Connection
on page
64
Your cannot connect over an
Ethernet cable to the modem
router.
•
Make sure that the Ethernet cables are securely plugged in.
•
Make sure that your computer or device does not use a static IP address
but is configured to receive an IP address automatically with DHCP. (For
most devices, DHCP is the default setting.)
You cannot connect over WiFi
to the modem router.
•
Make sure that the WiFi settings in your WiFi device and modem router
match exactly.
For a device that is connected over WiFi, the WiFi network name (SSID)
and WiFi security settings of the modem router and WiFi computer must
match exactly. The default SSID and password are on the product label (see
Bottom Panel Product Label
on page
15).
•
Make sure that your WiFi device supports the security that you are using
for your WiFi network (WEP, WPA, or WPA2). For information about WiFi
security settings, see
Manage the Basic WiFi Settings and WiFi Security of
the Main Network
on page
91.
•
Make sure that the modem router is not too far from your WiFi device or too
close:
-
Move your WiFi device near the modem router but at least 6 feet
(1.8
meters) away and see if the signal strength improves.
-
Make sure that the WiFi signal is not blocked by objects between the
modem router and your WiFi device.
•
Make sure that the WiFi LED on the modem router is not off.
If this LED is off, both WiFi radios might be disabled. For more information
about the WiFi radios, see
Control the WiFi Radios
on page
108.
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AC1600 WiFi VDSL/ADSL Modem Router Model D6400
Troubleshoot with the LEDs
When you turn on the power, the LEDs light as described here.
1.
When power is first applied, the Power LED lights solid amber
.
2.
After about 50 seconds, the following occurs:
•
The Power LED lights solid green
, indicating that the startup procedure finished.
•
The WiFi LED lights solid blue
, indicating the WiFi network is available.
3.
After approximately one minute, the DSL LED blinks green
to indicate that the modem
router is negotiating the best possible speed on the DSL line. If the negotiation completes
and a DSL link is established, the LED turns solid green. If you do not use a DSL modem
but a cable or fiber modem, the LED remains off.
4.
When the DSL, cable, or fiber connection is established, the Internet LED blinks amber
.
When an Internet connection is established, the Internet LED lights solid green
.
Note:
Whether the USB LED
lights depends on whether a USB device
is connected to one of the USB ports.
Power LED Remains Solid Amber
When you turn on the modem router, the Power LED turns solid amber
. After about
50
seconds, the Power LED lights solid green
, indicating that the startup procedure
finished. If the LED still does not turn green after two minutes, a power-on self-test (POST)
failure occurred or the modem router is malfunctioning.
If the Power LED does not turn green, do the following:
1.
Turn the power off and back on to see if the modem router recovers.
2.
If the Power LED still does not turn green, reset the modem router to factory default
settings.
For more information, see
Use the Reset Button
on page
227.
You cannot connect over WiFi
to the modem router.
(continued)
•
Make sure that the modem router’s SSID broadcast is not disabled.
If the modem router’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 enter the network name and the WiFi
password. For more information about the SSID broadcast, see
Manage the
Basic WiFi Settings and WiFi Security of the Main Network
on page
91.
•
Make sure that your WiFi device does not use a static IP address but is
configured to receive an IP address automatically with DHCP. (For most
devices, DHCP is the default setting.)
Table 4.
Quick tips for troubleshooting
Problem
Possible Solution
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If the error persists, a hardware problem might exist. For recovery instructions or help with a
hardware problem, contact technical support at
netgear.com/support
.
Power LED Is Off
If the Power LED
and other LEDs remain off when you turn on the modem router, do the
following:
•
Check that the
Power
On/Off
button on the back is in the on position, that is, it is pushed
in.
•
Check that the power cord is correctly connected to your modem router and that the
power supply adapter is correctly connected to a functioning power outlet.
•
Check that you are using the 12 VDC 2.5A 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 technical support at
netgear.com/support
.
WiFi LED Is Off
If the WiFi LED stays off
, check to see if both radios on the modem router are disabled
(see
Control the WiFi Radios
on page
108). By default, both radios are enabled and the WiFi
LED lights solid blue.
You Cannot Log In to the Modem Router
If you are unable to log in to the modem router from a computer on your local network and
use the web management interface, check the following:
•
If you are using an Ethernet-connected computer, check the Ethernet connection
between the computer and the modem router.
•
If the computer is set to a static or fixed IP address (this setting is uncommon), either
change the computer to obtain an IP address automatically from the modem router
through DHCP, or change the IP address of the computer to a static or fixed IP address in
the 192.168.0.2–192.168.0.254 range.
•
Make sure that your computer can reach the modem router’s DHCP server. Recent
versions of 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 modem router and reboot your computer.
•
If your modem router’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 modem router’s configuration to factory defaults. This sets the
modem router’s IP address to 192.168.0.1. For more information, see
Return the Modem
Router to Its Factory Default Settings
on page
227 and
Factory Settings
on page
289.
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AC1600 WiFi VDSL/ADSL Modem Router Model D6400
•
Make sure that Java, JavaScript, or ActiveX is enabled in your 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 user name is
admin
, and
the default password is
password
. Make sure that Caps Lock is off when you enter this
information.
•
If you are attempting to set up your modem router behind an existing router in your
network, set up the modem router as a WiFi access point (see
Use the Modem Router as
a WiFi Access Point
on page
115).
Troubleshoot the Internet Connection
If your modem router cannot access the Internet, check the DSL connection, then the WAN
TCP/IP connection.
Troubleshoot the DSL Link
If your modem router is unable to access the Internet, first determine whether the DSL link
with the service provider is working. The DSL LED indicates the state of this connection.
DSL LED Is Green
If the DSL link LED lights green
, the ADSL connection is good. You can be confident that
the service provider connected your line correctly and that your wiring is correct.
DSL LED Is Blinking Green
If the DSL LED is blinking green
, your modem router is attempting to make a DSL (ADSL
or VDSL) connection with the service provider. If the modem router establishes a DSL
connection, the DSL LED turns solid green. This connection process generally lasts several
minutes.
If the DSL LED does not turn solid green, disconnect all telephones on the line. If this solves
the problem, reconnect the telephones one at a time, being sure to use a microfilter on each
telephone. If the microfilters are connected correctly, you can connect all your telephones.
If disconnecting telephones does not result in a green DSL LED, a problem with your wiring
might exist. If the telephone company tested the ADSL or VDSL signal at your network
interface device (NID), then wiring in your house might be of poor quality.
DSL LED Is Off or Internet LED Is Off
If the DSL LED is off
, the Internet LED is off
, or both are off, disconnect all
telephones on the line. If this solves the problem, reconnect the telephones one at a time,
being sure to use a microfilter on each telephone. If the microfilters are connected correctly,
you can connect all your telephones.

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