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Troubleshooting
9-1
202-10098-01, April 2005
Chapter 9
Troubleshooting
This chapter gives information about troubleshooting your FVS114 ProSafe VPN Firewall. After
each problem description, instructions are provided to help you diagnose and solve the problem.
Basic Functioning
After you turn on power to the firewall, the following sequence of events should occur:
1.
When power is first applied, verify that the PWR LED is on.
2.
After approximately 30 seconds, verify that:
a.
The TEST LED is not lit.
b.
The LAN port LEDs are lit for any local ports that are connected.
c.
The Internet port LED is lit.
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 green.
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 firewall is turned on:
•
Make sure that the power cord is properly connected to your firewall and that the power
supply adapter is properly connected to a functioning power outlet.
•
Check that you are using the 12 V DC power adapter supplied by NETGEAR for this product.
If the error persists, you have a hardware problem and should contact technical support.
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Troubleshooting
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LEDs Never Turn Off
When the firewall is turned on, the LEDs turn on briefly and then turn off. If all the LEDs stay on,
there is a fault within the firewall.
If all LEDs are still on one minute after power up:
•
Cycle the power to see if the firewall recovers.
•
Clear the firewall’s configuration to factory defaults. This will set the firewall’s IP address to
192.168.0.1. This procedure is explained in
“Restoring the Default Configuration and
Password” on page 9-7
.
If the error persists, you might have a hardware problem and should contact technical support.
LAN or Internet Port LEDs Not On
If either the LAN LEDs or Internet LED do not light when the Ethernet connection is made, check
the following:
•
Make sure that the Ethernet cable connections are secure at the firewall 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 firewall’s Internet port to a cable or DSL modem, use the cable that was
supplied with the cable or DSL modem. This cable could be a standard straight-through
Ethernet cable or an Ethernet crossover cable.
Page 143 / 212
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Troubleshooting
9-3
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Troubleshooting the Web Configuration Interface
If you are unable to access the firewall’s Web Configuration interface from a PC on your local
network, check the following:
•
Check the Ethernet connection between the PC and the firewall as described in the previous
section.
•
Make sure your PC’s IP address is on the same subnet as the firewall. If you are using the
recommended addressing scheme, your PC’s address should be in the range of 192.168.0.2 to
192.168.0.254.
Note:
If your PC’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 PC to the firewall and reboot your PC.
•
If your firewall’s IP address has been changed and you don’t know the current IP address,
clear the firewall’s configuration to factory defaults. This will set the firewall’s IP address to
192.168.0.1. This procedure is explained in
“Restoring the Default Configuration and
Password” on page 9-7
.
•
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 firewall 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.
Page 144 / 212
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Troubleshooting
202-10098-01, April 2005
Troubleshooting the ISP Connection
If your firewall is unable to access the Internet, you should first determine whether the firewall is
able to obtain a WAN IP address from the ISP. Unless you have been assigned a static IP address,
your firewall must request an IP address from the ISP. You can determine whether the request was
successful using the Web Configuration Manager.
To check the WAN IP address:
1.
Launch your browser and select an external site such as http://www.netgear.com
2.
Access the main menu of the firewall’s configuration at
3.
Under the Maintenance heading, select
Router Status
4.
Check that an IP address is shown for the WAN Port
If 0.0.0.0 is shown, your firewall has not obtained an IP address from your ISP.
If your firewall is unable to obtain an IP address from the ISP, you may need to force your cable or
DSL modem to recognize your new firewall by performing the following procedure:
1.
Turn off power to the cable or DSL modem.
2.
Turn off power to your firewall.
3.
Wait five minutes and reapply power to the cable or DSL modem.
4.
When the modem’s LEDs indicate that it has reacquired sync with the ISP, reapply power to
your firewall.
If your firewall is still unable to obtain an IP address from the ISP, the problem may be one of the
following:
•
Your ISP may 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, you may have incorrectly set the login name and password.
•
Your ISP may check for your PC's host name.
Assign the PC Host Name of your ISP account as the Account Name in the Basic Settings
menu.
•
Your ISP only allows one Ethernet MAC address to connect to Internet, and may check for
your PC’s MAC address. In this case:
Inform your ISP that you have bought a new network device, and ask them to use the firewall’s
MAC address.
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Reference Manual for the ProSafe VPN Firewall FVS114
Troubleshooting
9-5
202-10098-01, April 2005
OR
Configure your firewall to spoof your PC’s MAC address. This can be done in the Basic
Settings menu. Refer to
“How to Manually Configure Your Internet Connection” on
page 3-11
.
If your firewall can obtain an IP address, but your PC is unable to load any Web pages from the
Internet:
•
Your PC may 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 will provide the addresses of one or two DNS
servers for your use. Alternatively, you may configure your PC manually with DNS addresses,
as explained in your operating system documentation
.
•
Your PC may not have the firewall configured as its TCP/IP gateway.
If your PC obtains its information from the firewall by DHCP, reboot the PC and verify the
gateway address.
Troubleshooting a TCP/IP Network Using a Ping Utility
Most TCP/IP terminal devices and firewalls 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 PC or workstation.
Testing the LAN Path to Your Firewall
You can ping the firewall from your PC to verify that the LAN path to your firewall is set up
correctly.
To ping the firewall 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 firewall, as in this example:
3.
Click on
OK
.
You should see a message like this one:
Pinging <IP address> with 32 bytes of data

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