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106
9
9.
Troubleshooting
This chapter provides information to help you diagnose and solve problems you might have with
your router. If you do not find the solution here, check the NETGEAR support site at
for product and contact information.
This chapter contains the following sections:
•
Quick Tips
•
Troubleshoot with the LEDs
•
Cannot Log In to the Router
•
Cannot Access the Internet
•
Changes Not Saved
•
Wireless Connectivity
•
Troubleshoot Your Network Using the Ping Utility
Page 107 / 122
Troubleshooting
107
R6100 WiFi Router
Quick Tips
This section describes tips for troubleshooting some common problems.
Sequence to Restart Your Network
When you need to 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 2 minutes.
4.
Turn on the router and wait 2 minutes.
Check Ethernet Cable Connections
If your device does not power on, make sure that the Ethernet cables are securely plugged
in.
•
The Internet LED on the router is on if the Ethernet cable connecting the router and the
modem is plugged in securely and the modem and router are turned on.
•
For each powered-on computer connected to the router by an Ethernet cable, the
corresponding numbered router LAN port LED is on.
Wireless Settings
Make sure that the wireless settings in the computer and router match exactly.
•
For a wirelessly connected computer, the wireless network name (SSID) and wireless
security settings of the router and wireless computer need to match exactly.
•
If you set up an access list in the Advanced Wireless Settings screen, you have to add
each wireless computer’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 need to have 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 in the
Attached Devices screen.
Page 108 / 122
Troubleshooting
108
R6100 WiFi Router
Troubleshoot with the LEDs
After you turn on power to the router, the following sequence of events should occur:
1.
When power is first applied, verify that the Power/Test LED
is lit.
2.
Verify that the Power/Test LED turns amber within a few seconds, indicating that the self-test
is running.
3.
After approximately 30 seconds, verify the following:
•
The Power/Test LED is solid green.
•
The Internet LED is lit.
•
A numbered Ethernet port LED is lit for any local port that is connected to a computer.
A link has been established to the connected device.
The LEDs on the front panel of the router can be used for troubleshooting.
Power LED Is Off or Blinking
•
Make sure that the power cord is securely connected to your router and that the power
adapter is securely connected to a functioning power outlet.
•
Check that you are using the 12 VDC, 5A power adapter that NETGEAR supplied for this
product.
•
If the Power/Test LED blinks slowly and continuously, the router firmware is corrupted.
This can happen if a firmware upgrade is interrupted, or if the router detects a problem
with the firmware. If the error persists, you have a hardware problem. For recovery
instructions, or help with a hardware problem, contact technical support at
www.netgear.com/support.
Power LED Stays Amber
When the router is turned on, the Power LED turns amber for about 20 seconds and then
turns green. If the LED does not turn green, the router has a problem.
If the Power LED is still amber one minute after you turned on power to the router:
1.
Turn off the power and then turn it back on to see if the router recovers.
2.
Press and hold the
Reset
button to return the router to its factory settings.
See
Troubleshoot Your Network Using the Ping Utility
on page
113.
If the error persists, you might have a hardware problem. Contact technical support at
www.netgear.com/support.
Page 109 / 122
Troubleshooting
109
R6100 WiFi Router
LEDs Never Turn Off
When the router is turned on, the LEDs turn on for about 10 seconds and then turn off. If all
the LEDs stay on, there is a fault within the router.
If all LEDs are still on one minute after power-up:
•
Cycle the power to see if the router recovers.
•
Press and hold the
Reset
button to return the router to its factory settings. For more
information, see
Troubleshoot Your Network Using the Ping Utility
on page
113.
If the error persists, you might have a hardware problem. Contact technical support at
www.netgear.com/support
.
Internet LED Is Off
If the Internet LED does not light when the router has power, check the following:
•
Make sure that the Ethernet cable connections are secure at the router and at the
modem.
•
Make sure that power is turned on to the connected modem.
•
Be sure that you are using the correct cable.
When connecting the router’s Internet port to a cable or DSL modem, use the cable that
was supplied with the cable or DSL modem.
WiFi LED Is Off
If the Wireless LED stays off, check to see if the WFi On/Off button on the router has been
pressed. This button turns the wireless radios in the router on and off. The WiFi LED is lit
when the wireless radio is turned on.
Cannot Log In to the Router
If you are unable to log in to the router from a computer on your local network, check the
following:
If you are unable to log in to the router from a computer on your local network, check the
following:
•
If you are using an Ethernet-connected computer, check the Ethernet connection
between the computer and the router.
•
Make sure that your browser has Java, JavaScript, or ActiveX enabled. If you are using
Internet Explorer, click
Refresh
to be sure that the Java applet is loaded.
•
Try quitting the browser and launching it again.
Page 110 / 122
Troubleshooting
110
R6100 WiFi Router
•
Make sure that you are using the correct login information. The login name is
admin
, and
the default password is
password
. Make sure that Caps Lock is off when you enter this
information.
•
If you are attempting to set up your router and there is another router in your network,
make sure that you have set up the router as a wireless access point. See
Wireless
Access Point
on page
85.
•
If you want to set up your router as a replacement for an ADSL gateway in your network,
the router cannot perform many gateway services. For example, the router cannot
convert ADSL or cable data into Ethernet networking information. NETGEAR does not
support such a configuration.
•
If you specify IP addresses in your network:
-
Make sure that the IP address of your computer is on the same subnet as the router.
If you are using the recommended addressing scheme, your computer’s address
should be in the range of 192.168.1.2 to 192.168.1.254.
-
If your computer’s IP address is shown as 169.254.x.x, recent versions of Windows
and Mac OS generate and assign an IP address if the computer cannot reach a
DHCP server. These autogenerated addresses are in the range of 169.254.x.x. If your
IP address is in this range, check the connection from the computer to the router, and
reboot your computer.
•
If your router’s IP address was changed and you do not know the current IP address,
clear the router’s configuration to its factory settings. This sets the router’s IP address to
192.168.1.1. For more information, see
Factory Settings
on page
117.
Cannot Access the Internet
If you can access your router but not the Internet, check to see if the router can obtain an IP
address from your Internet service provider (ISP). Unless your ISP provides a fixed IP
address, your router requests 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
www.netgear.com
.
2.
Access the router interface at
www.routerlogin.net
.
3.
Select
Administration > 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. For more information,
see
Sequence to Restart Your Network
on page
107.
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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