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Troubleshooting
151
AC1200 Smart WiFi Router with External Antennas
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 in the Internet
Setup screen.
•
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.
If your router obtained an IP address, but your computer is does not load any web pages
from the Internet, it might be due to one or more of the following reasons:
•
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, reboot your computer, and verify the DNS address. You can configure your
computer manually with DNS addresses, as explained in your operating system
documentation
.
•
The router might not be configured as the TCP/IP gateway on your computer.
If your computer obtains its information from the router by DHCP, reboot the computer
and verify the 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 wireless device that is connected to the
network.
2.
Type
or
.
A login screen displays.
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Troubleshooting
152
AC1200 Smart WiFi Router with External Antennas
3.
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.
4.
Click the
ADVANCED
tab.
The ADVANCED Home screen displays.
5.
In the Internet Port pane, click the
Connection Status
button.
The Connection Status screen displays.
6.
Check the Connection Status screen to see if your PPPoE connection is 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.
Troubleshoot Internet Browsing
If your router can obtain an IP address but your computer is unable to load any web pages
from the Internet, check the following:
•
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.
Alternatively, you can configure your computer manually with a DNS address, as
explained in the documentation for your computer.
•
The router 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 the
Never dial a
connection
. Other browsers provide similar options.
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Troubleshooting
153
AC1200 Smart WiFi Router with External Antennas
Changes Not Saved
If the router does not save the changes that you make in the router interface, do the
following:
•
When entering configuration settings, always click the
Apply
button before moving to
another screen or tab, or your changes are lost.
•
Click the
Refresh
or
Reload
button in the web browser. It is possible that the changes
occurred, but the old settings might be in the web browser’s cache.
Wireless Connectivity
If you are experiencing trouble connecting wirelessly to the router, try to isolate the problem:
•
Does the wireless device or computer that you are using find your wireless network?
If not, check the WiFi LED on the front of the router. If it is off, you can press the
WiFi
On/Off
button on the router to turn the router wireless radios back on.
If you disabled the router’s SSID broadcast, then your wireless network is hidden and
does not display in your wireless client’s scanning list. (By default, SSID broadcast is
enabled.)
•
Does your wireless device support the security that you are using for your wireless
network (WPA or WPA2)?
•
If you want to view the wireless 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 your wireless device finds your network but the signal strength is weak, check these
conditions:
•
Is your router too far from your computer or too close? Place your computer near the
router but at least 6 feet (1.8 meters) away and see whether the signal strength improves.
•
Are objects between the router and your computer blocking the wireless signal?
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.
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Troubleshooting
154
AC1200 Smart WiFi Router with External Antennas
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 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
If the path is not working, you see this message:
Request timed out
If the path is not functioning correctly, one of the following problems might be present:
•
Wrong physical connections
For a wired connection, make sure that the numbered LAN port LED is lit for the port to
which you are connected.
Check that the appropriate LEDs are on for your network devices. If your router and
computer are connected to a separate Ethernet switch, make sure that the link LEDs are
lit for the switch ports that are connected to your computer and router.
•
Wrong network configuration
Verify that the Ethernet card driver software and TCP/IP software are both installed and
configured on your computer.
Verify that the IP address for your router and your computer are correct and that the
addresses are on the same subnet.
Test the Path from Your Computer to a Remote Device
After verifying that the LAN path works correctly, test the path from your computer to a remote
device.
1.
From the Windows toolbar, click the
Start
button and select
Run
.
2.
In the Windows Run window, type
ping -n 10
<
IP address
>
where
<IP address>
is the IP address of a remote device such as your ISP DNS server.
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Troubleshooting
155
AC1200 Smart WiFi Router with External Antennas
If the path is functioning correctly, messages display that are similar to those shown in
Test
the LAN Path to Your Router
on page
154.
If you do not receive replies, check the following:
•
Check that IP address of your router is listed as the default gateway for your computer. If
DHCP assigns the IP configuration of your computers, this information is not visible in
your computer Network Control Panel. Verify that the IP address of the router is listed as
the default gateway.
•
Check to see that the network address of your computer (the portion of the IP address
specified by the subnet mask) is different from the network address of the remote device.
•
Check that your cable or DSL modem is connected and functioning.
•
If your ISP assigned a host name to your computer, enter that host name as the account
name in the Internet Setup screen.
•
Your ISP might be rejecting the Ethernet MAC addresses of all but one of your
computers.
Many broadband ISPs restrict access by allowing traffic only from the MAC address of
your broadband modem. Some ISPs additionally restrict access to the MAC address of a
single computer connected to that modem. If your ISP does this, configure your router to
“clone” or “spoof” the MAC address from the authorized computer.

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