NETGEAR DG480 Virgin-Media Router Manual PDF (Setup & Configuration Guide)

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Troubleshooting

7-1

Chapter 7

Troubleshooting

This chapter gives information about troubleshooting your DG632 ADSL Modem Router. After

each problem description, instructions are provided to help you diagnose and solve the problem.

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

•

Is the router on?

•

Have I connected the router correctly?

Go to

“Basic Functioning” on page 7-1

.

•

I can’t access the router’s configuration with my browser.

Go to

“Troubleshooting the Web Configuration Interface” on page 7-2

.

•

I’ve configured the router but I can’t access the Internet.

Go to

“Troubleshooting the ISP Connection” on page 7-3

.

•

I can’t remember the router’s configuration password.

Go to

“Restoring the Default Configuration and Password” on page 7-8

.

•

I want to clear the configuration and start over again.

Go to

“Restoring the Default Configuration and Password” on page 7-8

.

Basic Functioning

After you turn on power to the router, the following sequence of events should occur:

1.

When power is first applied, verify that the Power LED is on (see

“The Front Panel” on page

2-6

for an illustration and explanation of the LEDs).

2.

After approximately 10 seconds, verify that:

a.

The LAN port LEDs are lit for any local ports that are connected.

b.

The WAN port LED is lit.

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Reference Manual for the Model DG632 ADSL Modem Router

7-2

Troubleshooting

If a port’s LED is lit, a link has been established to the connected device. If a LAN port is

connected to a 100 Mbps device, verify that the port’s LED is green. If the port is 10 Mbps, the

LED will be amber.

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

Power LED Not On

If the Power and other LEDs are off when your router is turned on:

•

Make sure that the power cord is properly connected to your router and that the power supply

adapter is properly connected to a functioning power outlet.

•

Check that you are using the 7.5V DC power adapter supplied by NETGEAR for this product.

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

LAN or WAN Port LEDs Not On

If either the LAN LEDs or WAN LED do not light when the Ethernet or USB connection is made,

check the following:

•

Make sure that the Ethernet or USB cable connections are secure at the router and at the hub or

workstation.

•

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

•

Be sure you are using the correct cable:

—

When connecting the router’s WAN ADSL port, use the cable that was supplied with the

DG632.

Troubleshooting the Web Configuration Interface

If you are unable to access the router’s Web Configuration interface from a computer on your local

network, check the following:

•

If you are using an Ethernet-connected computer, check the Ethernet connection between the

computer and the router as described in the previous section.

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Reference Manual for the Model DG632 ADSL Modem Router

Troubleshooting

7-3

•

Make sure your computer’s IP address is on the same subnet as the router. If you are using the

recommended addressing scheme, your computer’s address should be in the range of

192.168.0.2 to 192.168.0.254. Refer to

“Verifying TCP/IP Properties” on page C-6

or

“Verifying TCP/IP Properties for Macintosh Computers” on page C-17

to find your

computer’s IP address. Follow the instructions in

Appendix C

to configure your computer.

Note:

If your computer’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 computer to the

router and reboot your computer.

•

If your router’s IP address was changed and you do not know the current IP address, clear the

router’s configuration to factory defaults. This will set the router’s IP address to 192.168.0.1.

This procedure is explained in

“Using the Reset button” on page 7-8

.

•

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

Explorer, click Refresh to be sure the Java applet is loaded.

•

Try quitting the browser and launching it again.

•

Make sure you are using the correct login information. The factory default login name is

admin

and the password is

password

. Make sure that CAPS LOCK is off when entering this

information.

If the router does not save changes you have made in the Web Configuration Interface, check the

following:

•

When entering configuration settings, be sure to click the APPLY button before moving to

another menu or tab, 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.

Troubleshooting the ISP Connection

If your router is unable to access the Internet, you should check the ADSL connection, then the

WAN TCP/IP connection.

ADSL link

If your router is unable to access the Internet, you should first determine whether you have an

ADSL link with the service provider. The state of this connection is indicated with the WAN LED.

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Reference Manual for the Model DG632 ADSL Modem Router

7-4

Troubleshooting

WAN LED Green or Blinking Green

If your WAN LED is green or blinking green, then you have a good ADSL connection. You can be

confident that the service provider has connected your line correctly and that your wiring is

correct.

WAN LED Blinking Yellow

If your WAN LED is blinking yellow, then your modem is attempting to make an ADSL

connection with the service provider. The LED should turn green within several minutes.

If the WAN LED does not turn green, disconnect all telephones on the line. If this solves the

problem, reconnect the telephones one at a time, being careful to use a microfilter on each

telephone. If the microfilters are connected correctly, you should be able to connect all your

telephones.

If disconnecting telephones does not result in a green WAN LED, there may be a problem with

your wiring. If the telephone company has tested the ADSL signal at your Network Interface

Device (NID), then you may have poor quality wiring in your house.

WAN LED Off

If the WAN LED is off, disconnect all telephones on the line. If this solves the problem, reconnect

the telephones one at a time, being careful to use a microfilter on each telephone. If the microfilters

are connected correctly, you should be able to connect all your telephones.

If disconnecting telephones does not result in a green WAN LED the problem may be one of the

following:

•

Check that the telephone company has made the connection to your line and tested it.

•

Verify that you are connected to the correct telephone line. If you have more than one phone

line, be sure that you are connected to the line with the ADSL service. It may be necessary to

use a swapper if your ADSL signal is on pins 2 and 5 or the RJ-11 jack. The DG632 modem

router uses pins 3 and 4.

Obtaining a WAN IP Address

If your modem is unable to access the internet, and your WAN LED is green or blinking green, you

should determine whether the modem is able to obtain a WAN IP address from the ISP. Unless you

have been assigned a static IP address, your modem must request an IP address from the ISP. You

can determine whether the request was successful using the browser interface.

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Reference Manual for the Model DG632 ADSL Modem Router

Troubleshooting

7-5

To check the WAN IP address from the browser interface:

1.

Launch your browser and select an external site such as www.netgear.com.

2.

Access the Main Menu of the modem’s configuration at http://192.168.0.1.

3.

Under the Maintenance heading check that an IP address is shown for the WAN Port.

If 0.0.0.0 is shown, your modem has not obtained an IP address from your ISP.

If your router is unable to obtain an IP address from the ISP, the problem may be one of the

following:

•

Your ISP may require a Multiplexing Method or Virtual Path Identifier/Virtual Channel

Identifier parameter.

Verify with your ISP the Multiplexing Method and parameter value, and update the router’s

ADSL Settings accordingly.

•

Your ISP may require a login program.

Ask your ISP whether they require PPP over Ethernet (PPPoE) or PPP over ATM (PPPOA)

login.

•

If you have selected a login program, you may have incorrectly set the Service Name, User

Name and Password. See

“Troubleshooting PPPoE or PPPoA”

, below.

•

Your ISP may check for your computer's host name.

Assign the computer Host Name of your ISP account to the modem in the browser-based

Setup Wizard.

•

Your ISP only allows one Ethernet MAC address to connect to Internet, and may check for

your computer’s MAC address. In this case:

Inform your ISP that you have bought a new network device, and ask them to use the router’s

MAC address.

Troubleshooting PPPoE or PPPoA

The PPPoA or PPPoA connection can be debugged as follows:

1.

Access the Main Menu of the router at http://192.168.0.1.

2.

Under the Maintenance heading, select the Router Status link.

3.

Click the Connection Status button.

4.

If all of the steps indicate “OK” then your PPPoE or PPPoA connection is up and working.

5.

If any of the steps indicates “Failed”, you can attempt to reconnect by clicking “Connect”. The

modem will continue to attempt to connect indefinitely.

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