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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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Troubleshooting
132
Orbi
WiFi System
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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Troubleshooting
133
Orbi
WiFi System
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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Troubleshooting
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Orbi
WiFi System
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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Troubleshooting
135
Orbi
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

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