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Page 111 / 126 Scroll up to view Page 106 - 110
Wireless-N ADSL2+ Modem Router DGN2000 Reference Manual
Troubleshooting
6-5
v1.0, July 2008
ADSL Link LED Is Green or Blinking Green
If your ADSL link 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.
ADSL Link LED Is Blinking Amber
If your ADSL link LED is blinking amber, then your modem router is attempting to make an
ADSL connection with the service provider. The LED should turn green within several minutes.
If the ADSL link LED does not turn green, disconnect all telephones on the line. If this solves the
problem, reconnect the telephones one at a time, being sure 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 ADSL link LED, there might be a problem
with your wiring. If the telephone company has tested the ADSL signal at your network interface
device (NID), then you might have poor-quality wiring in your house.
ADSL Link LED Is Off
If the ADSL link LED is off, disconnect all telephones on the line. If this solves the problem,
reconnect the telephones one at a time, being sure 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 ADSL link LED, check for 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 might be necessary to
use a swapper if your ADSL signal is on pins 1 and 4 or the RJ-11 jack. The modem router
uses pins 2 and 3.
Internet LED is Red
If the Internet LED is red, the device was unable to connect to the Internet. Verify the following:
•
Check that your log-in credentials are correct, or that the information you entered on the Basic
Settings screen is correct.
•
Check with your ISP to verify that the Multiplexing method, VPI, and VCI settings on the
ADSL settings screen are correct.
•
Check if your ISP has a problem—it may not be the router that cannot connect to the Internet
but your ISP that cannot provide an Internet connection.
Page 112 / 126
Wireless-N ADSL2+ Modem Router DGN2000 Reference Manual
6-6
Troubleshooting
v1.0, July 2008
Obtaining an Internet IP Address
If your modem router is unable to access the Internet, and your Internet LED is green or blinking
green, you should determine whether the modem router is able to obtain an Internet 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 Internet 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 router’s configuration at http://192.168.0.1.
3.
In the main menu, under Maintenance, click Router Status and 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:
•
If you have selected a login program, the service name, user name, or password might be
incorrectly set. See the following section,
“Troubleshooting PPPoE or PPPoA
.
•
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 allows only one Ethernet MAC address to connect to Internet, and might check for
your computer’s MAC address. In this case, do one 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. See the
Wireless-N ADSL2+ Modem Router DGN2000 Setup
Manual
.
Troubleshooting PPPoE or PPPoA
The PPPoE or PPPoA connection can be debugged as follows:
1.
Access the main menu of the router at http://192.168.0.1.
2.
Under Maintenance, select
Router Status
.
3.
Click the
Connection Status
button.
4.
If all of the steps indicate OK, then your PPPoE or PPPoA connection is up and working.
Page 113 / 126
Wireless-N ADSL2+ Modem Router DGN2000 Reference Manual
Troubleshooting
6-7
v1.0, July 2008
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, you might be using an incorrect service name, user
name, or password. 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 the online document that you can
access from
“Preparing Your Network” in Appendix B
. 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 online document that you
can access from
“Preparing Your Network” in Appendix B
.
Resolving a ‘Reload Firmware’ Message
When you attempt to connect to the Internet, Windows may display a message that you must
reload the router’s firmware. If this situation occurs, a problem has been detected with the router’s
firmware.
To recover the firmware:
1.
If you already have the firmware file on your PC, go directly to
step 2
. If you do not have the
firmware file on your PC, obtain the firmware from the NETGEAR support site at
.
2.
Click
Browse
.
Note:
Unless you connect manually, the modem router will not authenticate using PPPoE
or PPPoA until data is transmitted to the network.
Page 114 / 126
Wireless-N ADSL2+ Modem Router DGN2000 Reference Manual
6-8
Troubleshooting
v1.0, July 2008
3.
Navigate to the firmware file. (If you used the Setup CD, recovery firmware is located in the
C:\Netgear directory.)
4.
Click
Upgrade
.
5.
The recovery process takes about 5 minutes. Wait for the progress bar to complete. After the
firmware recovery is complete, the login screen for the Smart Wizard displays, allowing you
to log in to the modem router to check its status.
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. You can easily troubleshoot
a TCP/IP network 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:
•
Wrong physical connections
–
Make sure that the LAN port LED is on. If the LED is off, follow the instructions in
“LAN or ADSL Port LED Is Not On” on page 6-3
.
Page 115 / 126
Wireless-N ADSL2+ Modem Router DGN2000 Reference Manual
Troubleshooting
6-9
v1.0, July 2008
–
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.
In the Windows Run screen, 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 will not be 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 that you can access from
“Preparing Your
Network” in Appendix B
.
•
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 screen.
•
Your ISP could be rejecting the Ethernet MAC addresses of all but one of your PCs. Many
broadband ISPs restrict access by allowing traffic only 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 your
Wireless-N ADSL2+ Modem
Router DGN2000 Setup Manual
.

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