Troubleshooting

131

Orbi

WiFi System

Quick Tips

This section describes tips for troubleshooting some common problems.

Sequence to Restart Your Network

When you restart your network, follow this sequence:

1.

Turn off

and

unplug the modem.

2.

Turn off the router.

3.

Plug in the modem and turn it on. Wait two minutes.

4.

Turn on the router and wait two minutes.

WiFi Settings

Make sure that the WiFi settings in the WiFi-enabled computer or mobile device and the

router match. The WiFi network name (SSID) and WiFi security settings must match exactly.

If you set up an access list, you must add each WiFi-enabled computer or mobile device’s

MAC address to the router’s access list.

Network Settings

Make sure that the network settings of the computer are correct. Wired and wirelessly

connected computers must use network (IP) addresses on the same network as the router.

The simplest way to do this is to configure each computer to obtain an IP address

automatically using DHCP.

Some cable modem service providers require you to use the MAC address of the computer

initially registered on the account. You can view the MAC address on the Attached Devices

page.

The Router and Satellite Do Not Sync

If you are experiencing difficulty syncing the router and the satellite, we recommend that you

move the satellite into the same room as the router during the sync. Then move the satellite

to a different location.



To sync the router and the satellite:

1.

Place the satellite in the same room as the Orbi router.

Use this satellite location only during the sync process.

2.

Connect the satellite to a power source.

3.

If the Power LED on the back of the satellite does not light, press the

Power On/Off

button.

4.

Wait for the satellite’s ring LED to light solid white or magenta.

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5.

Press the

Sync

button on the router and then within two minutes, press the

Sync

button on

the satellite.

The satellite’s ring LED pulses white, then lights one of the following colors for about

three minutes and then turns off:

•

Blue

. The Orbi router and satellite successfully synced, and the connection between

the router and satellite is good.

•

Amber

. The Orbi router and satellite successfully synced, and the connection

between the router and satellite is fair. Consider moving the Orbi satellite closer to the

Orbi router.

6.

Move the satellite to a location closer to the middle of your home.

7.

Connect the satellite to a power source.

8.

If the Power LED on the back of the satellite does not light, press the

Power On/Off

button.

The satellite’s ring LED pulses white, then lights one of the following colors for about

three minutes and then turns off:

•

Blue

. The Orbi router and satellite successfully synced, and the connection between

the router and satellite is good.

•

Amber

. The Orbi router and satellite successfully synced, and the connection

between the router and satellite is fair. Consider moving the Orbi satellite closer to the

Orbi router.

•

Magenta

. The Orbi router and satellite failed to sync. Move the satellite closer to the

router and try again.

Cannot Log In to the Router

Make sure that your computer or mobile device is connected to the Orbi WiFi network. If you

do not want to use a WiFi connection, you can connect your computer to the Orbi router with

an Ethernet cable.

If you changed the admin password and you forgot what it is, see

Recover the admin

Password

on page

97.

Cannot Access the Internet



Check your network and Internet connections:

1.

Make sure that your WiFi-enabled computer or mobile device is connected to the Orbi

network.

2.

If you are connected to Orbi but you cannot access the Internet, check to see if your Internet

connection is working.

3.

Launch a web browser from a computer or WiFi device that is connected to the network.

4.

Enter

orbilogin.com

.

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A login window opens.

5.

Enter the router admin user name and password.

The user name is

admin

. The default password is

password

. The user name and

password are case-sensitive.

The BASIC Home page displays.

6.

Click the

ADVANCED

tab.

The ADVANCED Home page displays.

7.

Check that an IP address is shown for the Internet port.

If 0.0.0.0 is shown, your router did not obtain an IP address from your Internet service

provider (ISP).

If your router cannot obtain an IP address from the ISP, you can force your cable or DSL

modem to recognize your new router by restarting your network. For more information,

see

Sequence to Restart Your Network

on page

131.

If your router is still unable to obtain an IP address from the ISP, the problem might be one of

the following:

•

Your Internet service provider (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 on the Internet Setup page.

•

If your ISP allows only one Ethernet MAC address to connect to Internet and checks for

your computer’s MAC address, do one of the following:

-

Inform your ISP that you bought a new network device and ask them to use the

router’s MAC address.

-

Configure your router to clone your computer’s MAC address.

Troubleshoot Internet Browsing

If your router can obtain an IP address but your computer is unable to load any web pages

from the Internet, it might be for one of the following reasons:

•

The traffic meter is enabled, and the limit was reached.

By configuring the traffic meter not to block Internet access when the traffic limit is

reached, you can resume Internet access. If your ISP sets a usage limit, they might

charge you for the overage.

•

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, restart your computer.

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Alternatively, you can configure your computer manually with a DNS address, as

explained in the documentation for your computer.

•

The router might not be configured as the default gateway on your computer.

Reboot the computer and verify that the router address (www.routerlogin.net) is listed by

your computer as the default gateway address.

•

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 router.You might need to go to Internet Explorer and select

Tools > Internet Options

, click the

Connections

tab, and select

Never dial a

connection

. Other browsers provide similar options.

Troubleshoot PPPoE

If you are using PPPoE, try troubleshooting your Internet connection.



To troubleshoot a PPPoE connection:

1.

Launch a web browser from a computer or WiFi device that is connected to the network.

2.

Enter

orbilogin.com

.

A login window opens.

3.

Enter the router admin user name and password.

The user name is

admin

. The default password is

password

. The user name and

password are case-sensitive.

The BASIC Home page displays.

4.

Click the

ADVANCED

tab.

The ADVANCED Home page displays.

5.

In the Internet Port pane, click the

Connection Status

button.

The Connection Status window opens.

6.

Check the Connection Status window to see if your PPPoE connection is active and

working.

If the router is not connected, click the

Connect

button.

The router continues to attempt to connect indefinitely.

7.

If you cannot connect after several minutes, the router might be set up with an incorrect

service name, user name, or password, or your ISP might be experiencing a provisioning

problem.

Unless you connect manually, the router does not authenticate using PPPoE until data is

transmitted to the network.

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WiFi System

WiFi Connectivity

If you are experiencing trouble connecting to the Orbi WiFi network, try to isolate the

problem:

•

Does the WiFi-enabled computer or mobile device that you are using find your WiFi

network?

If you disabled the router’s SSID broadcast, then your WiFi network is hidden and does

not display in the list of networks that your computer or WiFi device finds. (By default,

SSID broadcast is enabled.)

•

Does your WiFi-capable device support the security that you are using for your WiFi

network (WPA or WPA2)?

•

To view the WiFi settings for the router, use an Ethernet cable to connect a computer to a

LAN port on the router. Then log in to the router, and select

BASIC > Wireless

.

Note:

Be sure to click the

Apply

button if you change settings.

•

If you are trying to connect to the 5 GHz 1 or 5 GHz 2 band, does your WiFi-enabled

computer or mobile device support this standard?

•

Did your computer or WiFi device automatically connect to a different WiFi network in

your area, such as a WiFi hotspot?

Troubleshoot Your 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 using the ping utility in your computer or workstation.

Test 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 Windows computer:

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:

ping www.routerlogin.net

3.

Click the

OK

button.

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