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16
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:
•
Reboot the Modem Router From Its Web Page
on page 282
•
Quick Tips for Troubleshooting
on page 282
•
Troubleshoot With the LEDs
on page 284
•
You Cannot Log In to the Modem Router
on page 286
•
Troubleshoot the Internet Connection
on page 286
•
Changes Are Not Saved
on page 290
•
Troubleshoot the WiFi Connectivity
on page 291
•
Troubleshoot Your Network Using the Ping Utility
on page 291
281
Page 282 / 299
Reboot the Modem Router From Its Web Page
You or NETGEAR technical support can reboot the modem router from its web page, either locally or remotely, for
example, when the modem router seems to be unstable or is not operating normally.
To reboot the modem router from its web page:
1.
Launch a web browser from a computer or WiFi device that is connected to the network.
2.
Enter
.
A login window opens.
3.
Enter the modem router user name and password.
The user name is
admin
.The default password is
password
.The user name and password are case-sensitive.
The BASIC Home page displays.
4.
Click the
ADVANCED
tab.
The ADVANCED Home page displays.
5.
In the Router Information pane, click the
Reboot
button.
A confirmation pop-up window displays.
6.
Click the
OK
button.
The modem router reboots.
Quick Tips for Troubleshooting
The following table includes tips for troubleshooting some common problems.
Troubleshooting
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Nighthawk X4S AC2600 WiFi VDSL/ADSL Modem Router Model D7800
Page 283 / 299
Table 4. Quick tips for troubleshooting
Possible Solution
Problem
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 50
•
Manually Set Up a VDSL Internet Connection
on page 59
•
Manually Set Up a Cable or Fiber Internet Connection
on page 68
Your network is unresponsive or does
not function normally.
•
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 an Ethernet
cable to the modem router.
You cannot connect over WiFi to the
modem router.
Troubleshooting
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Possible Solution
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 17).
•
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 97.
•
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 115.
•
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 97.
•
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.)
Troubleshoot With the LEDs
When you turn on the power, the LEDs light as described here:
1.
One second after the power is first applied, the Power LED
lights solid amber for about 10 seconds, turns
off for about 2 seconds, and then lights solid amber again.
2.
About two minutes after the power is first applied, the Power LED lights solid white, indicating that the startup
procedure is complete and the modem router is ready.
Verify the following:
•
The DSL/Internet LED
is solid white.
•
The 2.4 GHz WiFi LED
and 5 GHz WiFi LED
are blinking white or solid white (unless you turned off
the WiFi radios).
Troubleshooting
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Nighthawk X4S AC2600 WiFi VDSL/ADSL Modem Router Model D7800
Page 285 / 299
•
The WiFi LED
is solid white (unless you turned off the WiFi radios).
•
The WPS LED
is solid white.
If USB devices and an eSATA device are attached to the modem router, their associated
LEDs also light.
Note
You can use the LEDs for troubleshooting. For more information, see the following sections:
•
Power LED Is Off
on page 285
•
Power LED Remains Solid Amber
on page 285
•
WiFi LED Is Off
on page 286
•
Troubleshoot the Internet Connection
on page 286
Power LED Is Off
If the Power LED
and other LEDs are off when your modem router is turned on, do the following:
•
Make sure that the
Power On/Off
button on the back is in the on position, that is, it is pushed in.
•
Make sure 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.
•
Make sure that you are using the 12 VDC 3.5A 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
.
Power LED Remains Solid Amber
One second after the power is first applied, the Power LED
lights solid amber for about 10 seconds, turns off for
about 2 seconds, and then lights solid amber again. About two minutes after the power is first applied, the Power
LED lights solid white, indicating that the startup procedure is complete and the modem router is ready.
If the Power LED remains solid amber and does not turn solid white, a failure occurred or the modem router is
malfunctioning.
If the Power LED does not turn solid white, do the following:
1.
Turn the power off and back on and wait several minutes to see if the modem router recovers.
2.
If the modem router does not recover, press and hold the
Reset
button to return the modem router to its factory
settings.
Troubleshooting
285
Nighthawk X4S AC2600 WiFi VDSL/ADSL Modem Router Model D7800

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