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Wireless ADSL2+ Modem Router DG834Gv5 User Manual
7-4
Troubleshooting
v1.0, March 2010
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 DSL LED.
DSL LED Is Solid Green
If your DSL LED is solid 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.
DSL LED Is Blinking
If your DSL LED is blinking, then your modem router is attempting to make an ADSL connection
with the service provider. The LED should turn solid green within a few 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 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 solid green DSL 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.
DSL LED Is Off
If the DSL 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 solid green DSL 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 modem router uses
pins 2 and 3.
Page 127 / 157
Wireless ADSL2+ Modem Router DG834Gv5 User Manual
Troubleshooting
7-5
v1.0, March 2010
Obtaining a WAN IP Address
If your modem router is unable to access the Internet, and your Internet LED is green or blinking
green, determine whether the modem router is able to obtain a WAN IP address from the ISP.
Unless you have been assigned a static IP address, your modem 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 modem router main menu 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 modem 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 might be one of the
following:
•
Your ISP might require a multiplexing method or virtual path identifier or virtual channel
identifier parameter.
Verify with your ISP the multiplexing method and parameter value, and update the router’s
ADSL settings accordingly.
•
Your ISP might 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, the service name, user name, and password might be set
incorrectly. See
“Troubleshooting PPPoE or PPPoA”
, below.
•
Your ISP might check for your computer’s host name.
Assign the computer host name of your ISP account to the modem router in the browser-based
Setup Wizard.
•
Your ISP only allows one Ethernet MAC address to connect to Internet, and might check for
your computer’s MAC address. In this case try either of the following:
–
Inform your ISP that you have bought a new network device, and ask them to use the
router’s MAC address.
–
Configure your router to spoof your computer’s MAC address. This can be done in the
Basic Settings screen.
Page 128 / 157
Wireless ADSL2+ Modem Router DG834Gv5 User Manual
7-6
Troubleshooting
v1.0, March 2010
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 Router Status.
3.
Click
Connection Status
.
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 router will continue to attempt to connect indefinitely.
If you cannot connect after several minutes, the service name, user name, or password might be
incorrect. There also might be a provisioning problem with your ISP.
Troubleshooting Internet Browsing
If your modem router can obtain an IP address but your computer is unable to load any Web pages
from the Internet:
•
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 during the modem router’s configuration, reboot
your computer and verify the DNS address as described in
“Preparing a Computer for
Network Access” in Appendix C
. Alternatively, you can configure your computer manually
with DNS addresses, as explained in your operating system documentation
.
•
Your computer might not have the modem router configured as its TCP/IP modem router.
If your computer obtains its information from the modem router by DHCP, reboot the
computer, and verify the modem router address as described in the link to the online document
“Preparing a Computer for Network Access” in Appendix C
.
Note: Unless you connect manually, the modem router will not authenticate using
PPPoE or PPPoA until data is transmitted to the network.
Page 129 / 157
Wireless ADSL2+ Modem Router DG834Gv5 User Manual
Troubleshooting
7-7
v1.0, March 2010
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 PC 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 working correctly, you could have one of the following problems:
•
Wrong physical connections
–
Make sure that the LAN port LED is on. If the LED is off, follow the instructions in
“LAN or DSL or Internet Port LEDs Are Not On” on page 7-2
.
–
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.
Page 130 / 157
Wireless ADSL2+ Modem Router DG834Gv5 User Manual
7-8
Troubleshooting
v1.0, March 2010
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.
1.
From the Windows toolbar, click the
Start
button, and select
Run
.
2.
In the Windows Run window, 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 modem router. If the
IP configuration of your PC is assigned by DHCP, this information is not visible in your PC’s
Network Control Panel. Verify that the IP address of the router is listed as the default modem
router as described in the online document listed in
“Preparing a Computer for Network
Access” in Appendix C
.
•
Make sure 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 screen.
•
Your ISP could be rejecting the Ethernet MAC addresses of all but one of your PCs. Many
broadband ISPs restrict access by allowing only 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. See the
Wireless ADSL2+ Modem Router
Setup Manual
.
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 (see
“Backing Up, Restoring, or Erasing Your Settings” on page 4-1
).

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