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Troubleshooting
169
AC1750
Smart
WiFi
Router
Quick Tips
This section describes tips for troubleshooting some common problems.
Sequence to Restart Your Network
When you must 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 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
page.
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Troubleshoot with the LEDs
By default, the router is set with standard LED settings. If you disabled blinking for the LEDs
or turned off all LEDs except the Power LED, you must return the LEDs to their standard
settings for troubleshooting. For information about controlling the LED settings, see
Disable
LED Blinking or Turn Off LEDs
on page
107.
Standard LED Behavior When the Router Is Powered On
After you turn on power to the router, verify that the following sequence of events occurs:
1.
When power is first applied, verify that the Power LED
is lit.
2.
After approximately 2 minutes, verify the following:
•
The Power LED is solid white.
•
The Internet LED 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, this indicates 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 lights amber for about 2 minutes and then turns
white. If the LED does not turn white, a problem occurred in the router.
If the Power LED is still amber one minute 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
Troubleshoot Your Network Using the Ping Utility
on page
175.
If the error persists, a hardware problem might be the cause. Contact technical support at
www.netgear.com/support.
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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 lit, 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
Troubleshoot Your Network Using the Ping Utility
on page
175.
If the error persists, this might indicate a hardware problem. 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 the
WiFi On/Off
button on the router was pressed.
This button turns the wireless radios in the router on and off. The WiFi LED is lit when at least
one 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, this is becasue 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
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Troubleshooting
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Smart
WiFi
Router
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 factory defaults. This sets the router’s IP address to
192.168.1.1. For more information, see
Factory Settings
on page
179.
•
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 behind an existing router in your network,
use bridge mode or set up the router as an access point.
•
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 Router Status page.
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.
Click the
ADVANCED
tab.
4.
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
169.
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.
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•
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 page.
•
Your ISP allows only one Ethernet MAC address to connect to Internet and might check
for your computer’s MAC address. In this case, 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 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
.
•
Your computer might not be set up with the router as router its TCP/IP gateway.
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 an Internet browser from a computer or wireless device that is connected to the
network.
2.
Type
or
.
A login window opens.
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 page displays.
4.
Click the ADVANCED tab.

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