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Troubleshooting
281
AC1600 WiFi VDSL/ADSL Modem Router Model D6400
If disconnecting telephones does not result in a green DSL LED, check the following:
•
Check that the telephone company made the connection to your line and tested it.
•
Verify that you are connected to the correct telephone line. If more than one phone line is
installed, be sure that you are connected to the line with the ADSL or VDSL service. It
might be necessary to use a swapper if your ADSL or VDSL signal is on pins 1 and 4 or
the RJ-11 jack. The modem router uses pins 2 and 3.
Internet LED Is Off
If the Internet LED is off
, the modem router cannot connect to the Internet. Verify the
following:
•
Check that your login credentials are correct or that the information you entered for the
ISP connection is correct. 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
•
Check to see if your ISP is experiencing a problem—it might not be that the modem
router cannot connect to the Internet, but rather that your ISP cannot provide an Internet
connection.
Obtain an Internet IP Address
If the modem router cannot access the Internet but the Internet LED is green
, see if the
modem router can obtain an Internet IP address from the ISP. Unless the modem router is
assigned a static IP address, the modem router requests an IP address from the ISP. You
can determine whether the request was successful using the web management interface.
To check the Internet IP address:
1.
Launch an Internet browser from a computer or WiFi device that is connected to the
network.
2.
Type
.
A login screen displays.
3.
Enter the user name and password for the modem router.
The user name is
admin
. The default password is
password
. The user name and
password are case-sensitive.
4.
Click the
OK
button.
The BASIC Home screen displays.
5.
Select
ADVANCED > ADVANCED Home
.
The ADVANCED Home screen displays.
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Troubleshooting
282
AC1600 WiFi VDSL/ADSL Modem Router Model D6400
6.
In the Internet Port pane, check that the IP Address field shows a valid IP address.
If the field shows 0.0.0.0, your modem router did not obtain an IP address from your ISP.
If your modem router cannot obtain an IP address from the ISP, the problem might be one of
the following:
•
Your Internet service provider (ISP) might require a login program.
Ask your ISP whether they require PPP over Ethernet (PPPoE) or some other type of
login.
•
If you selected a login program, the service name, user name, or password might be
incorrectly set.
For more information, see
Troubleshoot PPPoE or PPPoA
on page
282.
•
Your ISP might check for your computer’s host name.
Assign the computer host name of your ISP account as the account name. 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
•
If your ISP allows only one Ethernet MAC address to connect to Internet and checks for
your computer’s MAC address, inform your ISP that you bought a new network device
and ask them to use the modem router’s MAC address.
•
Configure your modem router to clone your computer’s MAC address. 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
Troubleshoot PPPoE or PPPoA
If you use a PPPoE or PPPoA connection to your ISP, make sure that the connection works.
To verify that your PPPoE or PPPoA connection is working:
1.
Launch an Internet browser from a computer or WiFi device that is connected to the
network.
2.
Type
.
A login screen displays.
3.
Enter the user name and password for the modem router.
The user name is
admin
. The default password is
password
. The user name and
password are case-sensitive.
4.
Click the
OK
button.
The BASIC Home screen displays.
Page 283 / 292
Troubleshooting
283
AC1600 WiFi VDSL/ADSL Modem Router Model D6400
5.
Select
ADVANCED > ADVANCED Home
.
The ADVANCED Home screen displays.
6.
In the Internet Port pane, check that the IP Address field shows a valid IP address and that
the Connection field shows PPPoE or PPPoA.
7.
In the Internet Port pane, click the
Connection Status
button.
The Connection Status screen displays.
8.
Check the following:
•
The Connection Status field shows Connected.
•
The Connection Time field does not show 00:00:00.
If all of the information is correct, your PPPoE or PPPoA connection is working.
To reconnect if your PPPoE or PPPoA connection does not function:
1.
Launch an Internet browser from a computer or WiFi device that is connected to the
network.
2.
Type
.
A login screen displays.
3.
Enter the user name and password for the modem router.
The user name is
admin
. The default password is
password
. The user name and
password are case-sensitive.
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, click the
Connection Status
button.
The Connection Status screen displays.
7.
Click the
Connect
button.
The modem router attempts to reconnect.
If you cannot connect after several minutes, you might be using an incorrect service name,
user name, or password. Or your ISP might not be able to provide an Internet connection.
Unless you connect manually, the modem router does not authenticate using PPPoE or
PPPoA until data is transmitted to the network.
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Troubleshooting
284
AC1600 WiFi VDSL/ADSL Modem Router Model D6400
Troubleshoot Internet Browsing
If your modem router 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:
•
The traffic meter is enabled, and the limit was reached.
By configuring the traffic meter not to block Internet access when the traffic limit is
reached, you can resume Internet access (see
Unblock the Traffic Meter After the Traffic
Limit Is Reached
on page
247). If your ISP sets a usage limit, they might charge you for
the overage.
•
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 ISP provides the addresses of one or
two DNS servers for your use. If you entered a DNS address when you set up the modem
router, 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 modem router might not be configured as the TCP/IP router on your computer.
For information about TCP/IP problems, see
Troubleshoot Your Network Using the Ping
Utility
on page
285.
If your computer obtains its information from the modem router by DHCP, reboot the
computer and verify the modem router address.
Changes Are Not Saved
If the modem router does not save the changes that you make in the 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. It is possible that the changes
occurred but that the old settings remain in the web browser’s cache.
Troubleshoot the WiFi Connectivity
If you are experiencing trouble connecting over WiFi to the modem router, try to isolate the
problem:
•
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).
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Troubleshooting
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AC1600 WiFi VDSL/ADSL Modem Router Model D6400
•
Does the WiFi device that you are using find your WiFi network?
If not, check the WiFi LED
on the front of the modem router. 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.
•
If you disabled the modem router’s SSID broadcast, your WiFi network is hidden and
does not display in your WiFi client’s scanning list. (By default, SSID broadcast is
enabled.) For more information, see
Manage the Basic WiFi Settings and WiFi Security of
the Main Network
on page
91.
•
Does your WiFi device support the security that you are using for your WiFi network
(WEP, WPA, or WPA2)? For information about changing the WiFi security, see
Manage
the Basic WiFi Settings and WiFi Security of the Main Network
on page
91.
Tip:
If you want to change the WiFi settings of the modem router’s main
network, use a wired connection to avoid being disconnected when
the new WiFi settings take effect.
If your WiFi device finds your network but the signal strength is weak, check these conditions:
•
Is your modem router too far from your WiFi device or too close? Place your WiFi device
near the modem router but at least 6 feet (1.8 meters) away and see whether the signal
strength improves.
•
Are objects between the modem router and your WiFi device blocking the WiFi signal?
Troubleshoot Your Network Using the Ping Utility
Most network 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 easily
troubleshoot a network using the ping utility in your computer or workstation.
Test the LAN Path to Your Modem Router
You can ping the modem router from your computer to verify that the LAN path to your
modem router is set up correctly.
To ping the modem router from a Windows computer:
1.
From the Windows taskbar, click the
Start
button and select
Run
.
2.
In the field provided, enter
ping
followed by the IP address of the modem router, as in this
example:
3.
Click the
OK
button.
A message such as the following one displays:
Pinging <IP address> with 32 bytes of data

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