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Reference Manual for the Model Wireless ADSL Firewall Router DG834G
Troubleshooting
9-5
202-10006-05, June 2005
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 you ADSL signal is on pins 1 and 4 or the RJ-11 jack. The DG834G wireless
router uses pins 2 and 3.
Obtaining a WAN IP Address
If your router is unable to access the internet, and your WAN LED is green or blinking green, you
should determine whether the router is able to obtain a WAN IP address from the ISP. Unless you
have been assigned a static IP address, your router must request an IP address from the ISP. You
can determine whether the request was successful using the browser interface.
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 router’s configuration at
.
3.
Under the Maintenance heading check that an IP address is shown for the WAN Port.
If 0.0.0.0 is shown, your router 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 router in the browser-based Setup
Wizard.
Page 162 / 268
Reference Manual for the Model Wireless ADSL Firewall Router DG834G
9-6
Troubleshooting
202-10006-05, June 2005
•
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.
OR
Configure your router to spoof your computer’s MAC address. This can be done in the Basic
Settings menu. Refer to
“Manually Configuring Your Internet Connection” on page 3-14
.
Troubleshooting PPPoE or PPPoA
The PPPoA or PPPoA connection can be debugged as follows:
1.
Access the Main Menu of the router at
.
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
router will continue to attempt to connect indefinitely.
If you cannot connect after several minutes, you may be using an incorrect Service Name, User
Name or Password. There also may be a provisioning problem with your ISP.
Troubleshooting Internet Browsing
If your router can obtain an IP address but your computer is unable to load any Web pages from the
Internet:
•
Your computer may not recognize any DNS server addresses.
Note:
Unless you connect manually, the router will not authenticate using PPPoE or
PPPoA until data is transmitted to the network.
Page 163 / 268
Reference Manual for the Model Wireless ADSL Firewall Router DG834G
Troubleshooting
9-7
202-10006-05, June 2005
A DNS server is a host on the Internet that translates Internet names (such as www addresses)
to numeric IP addresses. Typically your ISP will provide the addresses of one or two DNS
servers for your use. If you entered a DNS address during the router’s configuration, reboot
your computer and verify the DNS address as described in
“Verifying TCP/IP Properties” on
page C-6
. Alternatively, you can configure your computer manually with DNS addresses, as
explained in your operating system documentation
.
•
Your computer may not have the router configured as its TCP/IP router.
If your computer obtains its information from the router by DHCP, reboot the computer and
verify the router address as described in
“Verifying TCP/IP Properties” on page C-6
.
Troubleshooting 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. Troubleshooting a TCP/IP
network is made very easy by using the ping utility in your computer.
Testing the LAN Path to Your Router
You can ping the router from your computer to verify that the LAN path to your router is set up
correctly.
To ping the router from a PC running Windows 95 or later:
1.
From the Windows toolbar, click the Start button and select Run.
2.
In the field provided, type Ping followed by the IP address of the router, as in this example:
3.
Click OK.
You should 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 functioning correctly, you could have one of the following problems:
Page 164 / 268
Reference Manual for the Model Wireless ADSL Firewall Router DG834G
9-8
Troubleshooting
202-10006-05, June 2005
•
Wrong physical connections
—
Make sure the LAN port LED is on. If the LED is off, follow the instructions in
“LAN
or WAN Port LEDs Not On”
on
page 9-2
.
—
Check that the corresponding Link LEDs are on for your network interface card and
for the hub ports (if any) that are connected to your workstation and router.
•
Wrong network configuration
—
Verify that the Ethernet card driver software and TCP/IP software are both installed
and configured on your PC or workstation.
—
Verify that the IP address for your router and your workstation are correct and that the
addresses are on the same subnet.
Testing the Path from Your Computer to a Remote Device
After verifying that the LAN path works correctly, test the path from your PC to a remote device.
From the Windows run menu, type:
PING -n 10
<
IP address
>
where <
IP address
> is the IP address of a remote device such as your ISP’s DNS server.
If the path is functioning correctly, replies as in the previous section are displayed. If you do not
receive replies:
—
Check that your PC has the IP address of your router listed as the default router. If the IP
configuration of your PC is assigned by DHCP, this information will not be visible in your
PC’s Network Control Panel. Verify that the IP address of the router is listed as the default
router as described in
“Verifying TCP/IP Properties” on page C-6
.
—
Check to see that the network address of your PC (the portion of the IP address specified
by the netmask) is different from the network address of the remote device.
—
Check that your cable or DSL modem is connected and functioning.
—
If your ISP assigned a host name to your PC, enter that host name as the Account Name in
the Basic Settings menu.
—
Your ISP could be rejecting the Ethernet MAC addresses of all but one of your PCs. Many
broadband ISPs restrict access by only allowing traffic from the MAC address of your
broadband modem, but some ISPs additionally restrict access to the MAC address of a
single PC connected to that modem. If this is the case, you must configure your router to
“clone” or “spoof” the MAC address from the authorized PC. Refer to
“Manually
Configuring Your Internet Connection” on page 3-14
.
Page 165 / 268
Reference Manual for the Model Wireless ADSL Firewall Router DG834G
Troubleshooting
9-9
202-10006-05, June 2005
Restoring the Default Configuration and Password
This section explains how to restore the factory default configuration settings, changing the
router’s administration password to
password
and the IP address to 192.168.0.1. You can erase the
current configuration and restore factory defaults in two ways:
•
Use the Erase function of the Web Configuration Manager (see
“Backing Up, Restoring, or
Erasing Your Settings” on page 6-1
).
•
Use the Default Reset button on the rear panel of the router. Use this method for cases when
the administration password or IP address is not known.
Using the Reset button
To restore the factory default configuration settings without knowing the administration password
or IP address, you must use the Default Reset button on the rear panel of the router.
1.
Press and hold the Default Reset button until the Test LED turns on (about 10 seconds).
2.
Release the Default Reset button and wait for the router to reboot.
Problems with Date and Time
The E-mail menu in the Content Filtering section displays the current date and time of day. The
DG834G wireless router uses the Network Time Protocol (NTP) to obtain the current time from
one of several Network Time Servers on the Internet. Each entry in the log is stamped with the date
and time of day. Problems with the date and time function can include:
•
Date shown is January 1, 2000
Cause: The router has not yet successfully reached a Network Time Server. Check that your
Internet access settings are configured correctly. If you have just completed configuring the
router, wait at least five minutes and check the date and time again.
•
Time is off by one hour
Cause: The router does not automatically sense Daylight Savings Time. In the E-mail menu,
check or uncheck the box marked “Adjust for Daylight Savings Time”.

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