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146
13
13.
Troubleshooting
This chapter provides information to help you diagnose and solve problems you might
experience 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
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AC1200 Smart WiFi Router with External Antennas
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 two minutes.
4.
Turn on the router and wait two 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 lit if the Ethernet cable connecting the router and the
modem is plugged in securely and the modem and router are turned on. If one or more
powered-on computers are connected to the router by an Ethernet cable, the corresponding
numbered router LAN port LED lights.
Wireless Settings
Make sure that the wireless settings in the computer and router match exactly. The wireless
network name (SSID) and wireless security settings of the router and wireless computer must
match exactly.
If you set up an access list in the Advanced Wireless Settings screen, you must 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 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 in the Attached Devices
screen.
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AC1200 Smart WiFi Router with External Antennas
Troubleshoot with the LEDs
You can use the LEDs to identify setup or performance problems in the router and to isolate
the cause.
Standard LED Behavior When the Router Is Powered On
After you turn on power to the router, make sure that the following sequence of events
occurs:
1.
When power is first applied, verify that the Power LED
is lit.
2.
After about two minutes, verify the following:
•
The Power LED is solid green.
•
The WANLED is lit.
•
The WiFi LED is lit unless you turned off the wireless radio.
You can use the LEDs on the front panel of the router for troubleshooting.
Power LED Is Off or Blinking
Do the following:
•
Make sure that the power adapter is securely connected to your router and securely
connected to a working power outlet.
•
Check that you are using the power adapter that NETGEAR supplied for this product.
•
If the Power 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, it is likely that a hardware problem exists. 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 up to two minutes and then
turns green. If the LED does not turn green, this indicates a problem with the router.
If the Power LED is still amber three minutes after you turn on power to the router, do the
following:
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
Factory Settings
on page
157.
If the error persists, a hardware problem might be the cause. Contact technical support at
www.netgear.com/support.
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AC1200 Smart WiFi Router with External Antennas
LEDs Never Turn Off
When the router is turned on, the LEDs light for about 10 seconds and then turn off. If all the
LEDs stay on, this indicates a fault within the router.
If all LEDs are still lit one minute after power-up, do the following:
•
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
Factory Settings
on page
157.
If the error persists, a hardware problem might be the cause. Contact technical support at
www.netgear.com/support
.
Internet or Ethernet Port LEDs Are Off
If either the Ethernet port LEDs or the Internet LED does not light when the Ethernet
connection is made, check the following:
•
Make sure that the Ethernet cable connections are secure at the router and at the modem
or computer.
•
Make sure that power is turned on to the connected modem or computer.
•
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. This cable can be a standard
straight-through Ethernet cable or an Ethernet crossover cable.
WiFi LED Is Off
If the WiFi LED stays off, check to see if someone pressed the
WiFi On/Off
button on the
router. This button turns the wireless radios in the router on and off. The WiFi LED is lit when
a 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 using an Ethernet-connected computer, check the Ethernet connection
between the computer and the router.
•
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 is 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
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AC1200 Smart WiFi Router with External Antennas
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 factory defaults. This sets the router’s IP address to
192.168.1.1. For more information, see
Factory Settings
on page
157.
•
Make sure that Java, JavaScript, or ActiveX is enabled in your browser. If you are using
Internet Explorer, click the
Refresh
button to be sure that the Java applet is loaded.
•
Try quitting the browser and launching it again.
•
Make sure that you are using the correct login information. The user 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 NETGEAR 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.
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 ADVANCED Home screen.
To check the WAN IP address:
1.
Launch a web browser from a computer or wireless device that is connected to the
network.
2.
Select an external site such as
www.netgear.com
.
3.
Type
or
.
A login screen displays.
4.
Enter the router 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 screen displays.
5.
Click the
ADVANCED
tab.
The ADVANCED Home screen displays.
6.
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 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
147.

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