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Appendix A.
Troubleshooting
|
141
N300 Wireless Dual Band ADSL2+ Modem Router DGND3300v2 User Manual
Cannot Access the Internet
Note:
If you are installing the N300 wireless modem router and have not
yet configured the Internet connection, see
Chapter 1, Router
Internet Setup
, or the
N300 Wireless Dual Band ADSL2+ Modem
Router Installation Guide
.
If your Internet connection was working previously, it is possible that this is due to a problem
at your Internet Service Provider (ISP). If you can access your router but you are unable to
access the Internet, you can check its configuration, and you can determine whether the
router can obtain an IP address from your ISP.
Checking the Configuration
To check the router configuration to make sure that it is correct:
1.
Start your browser, and select an external site such as
.
2.
Access the main menu of the router at
.
•
Select
Basic Settings
to view the Basic Settings screen.
•
Select
ADSL
to view the Multiplexing method, VPI, and VCI settings.
•
You can select
Setup Wizard
and allow the N300 wireless modem router to
automatically detect your Internet connection.
Checking the WAN IP Address
Unless your ISP provides a fixed IP address, your router must request an IP address from
the ISP. You can determine whether the request was successful using the Router Status
screen.
To check the WAN IP address:
1.
Start your browser, and select an external site such as
.
2.
Access the main menu of the router at
.
3.
Under Maintenance, select
Router Status
.
4.
Check that an IP address is shown for the Internet port. If 0.0.0.0 is shown, your router has
not obtained an IP address from your ISP.
If your router cannot obtain an IP address from the ISP, you might need to force your cable or
DSL modem to recognize your new router by restarting your network, as described in
Quick
Tips
on page
137.
If your router is still unable to obtain an IP address from the ISP, the problem might be one of
the following:
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Appendix A.
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N300 Wireless Dual Band ADSL2+ Modem Router DGND3300v2 User Manual
•
Your ISP might require a login program.
Ask your ISP whether they require PPP over Ethernet (PPPoE) or some other type of
login.
•
If your ISP requires a login, the login name and password might be set incorrectly.
•
Your ISP might check for your computer’s host name.
Assign the computer host name of your ISP account as the account name in the Basic
Settings screen.
•
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.
If your 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 router’s
configuration, reboot your computer, and verify the DNS address as described in the
online document you can access from
Preparing Your Network
in Appendix
E. You can
also configure your computer manually with DNS addresses, as explained in your
operating system documentation
.
•
Your computer might not have the router configured as its TCP/IP gateway.
If your computer obtains its information from the router by DHCP, reboot the computer,
and verify the gateway address as described in the online document you can access from
Preparing Your Network
in Appendix
E.
•
You might be running login software that is no longer needed.
If your ISP provided a program to log you in to the Internet (such as WinPoET), you no
longer need to run that software after installing your N300 wireless modem router. You
might need to go to Internet Explorer and select
Tools > Internet Options
, click the
Connections
tab, and select
Never dial a connection
.
Troubleshooting a Network Using the Ping Utility
Most network 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 network by using the ping utility in your computer or workstation.
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Appendix A.
Troubleshooting
|
143
N300 Wireless Dual Band ADSL2+ Modem Router DGND3300v2 User Manual
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 running Windows PC:
1.
From the Windows toolbar, click the
Start
button, and then select
Run
.
2.
In the field provided, type
ping
followed by the IP address of the router, as in this example:
ping www.routerlogin.net
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
-
For a wired connection, make sure the numbered Ethernet port LED is on for the
port to which you are connected. If the LED is off, follow the instructions in
Quick
Tips
on page
137.
-
Check that the corresponding Link LEDs are on for your network interface card. If
your router and computer are connected to a separate Ethernet switch, make sure
the Link LEDs are on for the switch ports that are connected to your computer and
router.
•
Wrong network configuration
-
Verify that the Ethernet card driver software and TCP/IP software are both
installed and configured on your computer.
-
Verify that the IP address for your router and your computer 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 computer to a remote
device.
1.
From the Windows toolbar, click the
Start
button, and then 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.
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Appendix A.
Troubleshooting
N300 Wireless Dual Band ADSL2+ Modem Router DGND3300v2 User Manual
If the path is functioning correctly, replies like those shown in the previous section are
displayed. If you do not receive replies:
•
Check that your computer has the IP address of your router listed as the default gateway.
If the IP configuration of your computer is assigned by DHCP, this information is not
visible in your computer’s Network Control Panel. Verify that the IP address of the router
is listed as the default gateway as described in the online document you can access from
Preparing Your Network
in Appendix
E.
•
Check to see that the network address of your computer (the portion of the IP address
specified by the subnet mask) 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 computer, 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 computers.
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 computer connected to that modem. If this is the case, you must configure
your router to “clone” or “spoof” the MAC address from the authorized computer.
Problems with Date and Time
Under Security in the main menu, select
Schedule
to view the current date and time of day.
The N300 wireless modem 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
the following:
•
Date shown is January 1, 2000.
Cause: The N300 wireless modem router has not yet successfully reached a Network
Time Server. Check that your Internet access is configured correctly. If you have just
completed configuring the N300 wireless modem router, wait at least 5 minutes, and
check the date and time again.
•
Time is off by one hour.
Cause: The N300 wireless modem router does not automatically adjust for daylight
savings time. In the Schedule screen, select the
Adjust for Daylight Savings Time
check
box.
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Appendix A.
Troubleshooting
|
145
N300 Wireless Dual Band ADSL2+ Modem Router DGND3300v2 User Manual
Wireless Connectivity
Note:
If you are installing the N300 wireless modem router and have not
yet set up a wireless connection, see
Chapter 2, Wireless Settings
,
or the
N300 Wireless Dual Band ADSL2+ Modem Router Installation
Guide
.
To add a wireless computer to an existing wireless network, you must set up its wireless card
to match the N300 wireless modem router’s settings. You can use Push 'N' Connect (WPS)
(
Connecting Additional Wireless Client Devices after WPS Setup
on page
27) if your
computer supports it. You can also manually configure the computer’s wireless settings.
When you install a NETGEAR wireless card in your computer, a Smart Wizard is installed
that can provide helpful information about your wireless network. You can find this program in
your Windows Program menu or as an icon in your system tray. Other wireless card
manufacturers might include a similar program.
If you have no specific wireless card setup program installed, you can use the basic setup
utility in Windows by following these steps:
1.
Open the Windows Control Panel, and double-click
Network Connections
.
2.
In the LAN section, double-click
Wireless Network Connection
.
3.
Follow the instructions.
Viewing Available Networks
If your wireless computer is configured for the network, but you cannot connect, use the
computer’s wireless setup program to scan for available wireless networks. Look for network
names (SSIDs) of NETGEAR-DualBand-N and NETGEAR-2.4-G, or your custom SSIDs if you
have changed them. If your wireless networks do not appear, check these conditions:
•
Is your N300 wireless modem router’s wireless radio enabled? See
Configuring
Advanced WPS Settings
on page
27.
•
Is your N300 wireless modem router’s SSID broadcast enabled? See
Configuring
Advanced WPS Settings
on page
27.
•
Is your N300 wireless modem router set to a wireless standard that is not supported by
your wireless card? Check the Mode setting, as described in
Manually Configuring Your
Wireless Settings
on page
18.
If your wireless network appears, but the signal strength is weak, check these conditions:
•
Is your N300 wireless modem router too far from your computer, or too close? Place your
computer near the router, but at least 6 feet away, and see whether the signal strength
improves.
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