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ProSafe Wireless-N VPN Firewall SRXN3205 Reference Manual
Troubleshooting
12-1
v1.0, October 2008
Chapter 12
Troubleshooting
This chapter provides troubleshooting tips and information for your ProSafe Wireless-N VPN
Firewall. After each problem description, instructions are provided to help you diagnose and solve
the problem.
This chapter contains the following sections:
•
“Basic Functions”
•
“Troubleshooting the Web Configuration Interface”
•
“Troubleshooting the ISP Connection”
•
“Troubleshooting a TCP/IP Network Using a Ping Utility”
•
“Restoring the Default Configuration and Password”
•
“Problems with Date and Time”
•
“Diagnostics Functions”
Basic Functions
After you turn on power to the VPN firewall, the following sequence of events should occur:
1.
When power is first applied, verify the PWR LED is on.
2.
After approximately two minutes, verify:
a.
The TEST LED is not lit.
b.
The LAN port LINK/ACT LEDs are lit for any local ports connected.
c.
The WAN port LINK/ACT LEDs are lit on the WAN port.
If a port’s LINK/ACT LED is lit, a link has been established to the connected device. If a LAN
port is connected to a 1000 Mbps device, verify the port’s SPEED LED is green. If the port is
100 Mbps, the LED will be amber. If the port is 10 Mbps, the LED will be off.
If any of these conditions does not occur, refer to the appropriate following section.
Page 192 / 218
ProSafe Wireless-N VPN Firewall SRXN3205 Reference Manual
12-2
Troubleshooting
v1.0, October 2008
Power LED Not On
If the Power and other LEDs are off when your VPN firewall is turned on:
•
Verify the power adapter cord is properly connected to your VPN firewall and the power
adapter is properly connected to a functioning power outlet.
•
Verify you are using the 12VDC, 1.5A power adapter supplied by NETGEAR for this product.
If the error persists, you have a hardware problem and should contact technical support.
LEDs Never Turn Off
When the firewall is turned on, the LEDs turns on for about 10 seconds and then turn off. If all the
LEDs stay on, there is a fault within the firewall.
If all LEDs are still on one minute after power up:
•
Cycle the power to see if the firewall recovers.
•
Clear the firewall’s configuration to factory defaults. This will set the firewall’s IP address to
192.168.1.1. This procedure is explained in
“Restoring the Default Configuration and
Password” on page 12-7
.
If the error persists, you might have a hardware problem and should contact technical support.
LAN or WAN Port LEDs Not On
If either the LAN LEDs or WAN LEDs do not light when the Ethernet connection is made, check
the following:
•
Verify the Ethernet cable connections are secure at the firewall and at the hub or workstation.
•
Verify the power is turned on to the connected workstation.
•
Ensure you are using the correct cable:
When connecting the firewall’s Internet port to a cable or DSL modem, use the cable that was
supplied with the cable or DSL modem. This cable could be a standard straight-through
Ethernet cable or an Ethernet crossover cable.
Troubleshooting the Web Configuration Interface
If you are unable to access the firewall’s Web Configuration interface from a PC on your local
network, check the following:
Page 193 / 218
ProSafe Wireless-N VPN Firewall SRXN3205 Reference Manual
Troubleshooting
12-3
v1.0, October 2008
•
Check the Ethernet connection between the PC and the firewall as described in the previous
section.
•
Ensure your PC’s IP address is on the same subnet as the firewall. If you are using the
recommended addressing scheme, your PC’s address should be in the range of 192.168.1.2 to
192.168.1.254.
•
If your firewall’s IP address has been changed and you don’t know the current IP address,
clear the firewall’s configuration to factory defaults. This will set the firewall’s IP address to
192.168.1.1. This procedure is explained in
“Restoring the Default Configuration and
Password” on page 12-7
.
•
Ensure you are using the SSL
https://address
login rather than
http://address
.
•
Ensure your browser has Java, JavaScript, or ActiveX enabled. If you are using Internet
Explorer, click Refresh to be sure the Java applet is loaded.
•
Try quitting the browser and launching it again.
•
Ensure you are using the correct login information. The factory default login name is
admin
and the password is
password
. Verify CAPS LOCK is off when entering this information.
If the firewall does not save changes you have made in the Web Configuration Interface, check the
following:
•
When entering configuration settings, be sure to click the APPLY button before moving to
another menu or tab, or your changes are lost.
•
Click the Refresh or Reload button in the Web browser. The changes may have occurred, but
the Web browser may be caching the old configuration.
Note:
If your PC’s IP address is shown as 169.254.x.x: Windows and MacOS will
generate and assign an IP address if the computer cannot reach a DHCP
server. These auto-generated addresses are in the range of 169.254.x.x. If your
IP address is in this range, check the connection from the PC to the firewall
and reboot your PC.
Tip:
If you don’t want to revert to the factory default settings and lose your
configuration settings, you can reboot the firewall and use a sniffer to capture
packets sent during the reboot. Look at the ARP packets to locate the firewall’s
LAN interface address.
Page 194 / 218
ProSafe Wireless-N VPN Firewall SRXN3205 Reference Manual
12-4
Troubleshooting
v1.0, October 2008
Troubleshooting the ISP Connection
If your firewall is unable to access the Internet, you should first determine whether the firewall is
able to obtain a WAN IP address from the ISP. Unless you have been assigned a static IP address,
your firewall must request an IP address from the ISP. You can determine whether the request was
successful using the Web Configuration Manager.
To check the WAN IP address:
1.
Launch your browser and navigate to an external site such as www.netgear.com
2.
Access the Main Menu of the firewall’s configuration at https://192.168.1.1
3.
Under the Monitoring menu, click Router Status.
4.
Check that an IP address is shown for the WAN Port.
If 0.0.0.0 is shown, your firewall has not obtained an IP address from your ISP.
If your firewall is unable to obtain an IP address from the ISP, you may need to force your cable or
DSL modem to recognize your new firewall by performing the following procedure:
1.
Turn off power to the cable or DSL modem.
2.
Turn off power to your firewall.
3.
Wait five minutes and reapply power to the cable or DSL modem.
4.
When the modem’s LEDs indicate that it has reacquired sync with the ISP, reapply power to
your firewall.
If your firewall is still unable to obtain an IP address from the ISP, the problem may be one of the
following:
•
Your ISP may 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, you may have incorrectly set the login name and password.
•
Your ISP may check for your PC's host name.
Assign the PC Host Name of your ISP account as the Account Name in the Basic Settings
menu.
•
Your ISP only allows one Ethernet MAC address to connect to the Internet, and may check for
your PC’s MAC address. In this case:
–
Inform your ISP that you have bought a new network device, and ask them to use the
firewall’s MAC address; or
Page 195 / 218
ProSafe Wireless-N VPN Firewall SRXN3205 Reference Manual
Troubleshooting
12-5
v1.0, October 2008
–
Configure your firewall to spoof your PC’s MAC address. This can be done in the Basic
Settings menu. Refer to
“Manually Configuring the Internet Connection” on page 2-6
.
If your firewall can obtain an IP address, but your PC is unable to load any Web pages from the
Internet:
•
Your PC may 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 will provide the addresses of one or two DNS
servers for your use. You may configure your PC manually with DNS addresses, as explained
in your operating system documentation
.
•
Your PC may not have the firewall configured as its TCP/IP gateway.
Troubleshooting a TCP/IP Network Using a Ping Utility
Most TCP/IP terminal devices and firewalls contain a ping utility that sends an echo request packet
to the designated device. The device then responds with an echo reply. Troubleshooting a TCP/IP
network is made very easy by using the Ping utility in your PC or workstation.
Testing the LAN Path to Your VPN Firewall
You can ping the firewall from your PC to verify that the LAN path to your firewall is set up
correctly.
To ping the firewall from a PC running Windows 95 or later:
1.
From the Windows toolbar, click
Start
and choose
Run
.
2.
In the field provided, type “ping” followed by the IP address of the firewall; for example:
3.
Click
OK.
A message, similar to the following, should display:
Pinging <
IP address
> with 32 bytes of data
If the path is working, you will see this message:
Reply from <
IP address
>: bytes=32 time=NN ms TTL=xxx
If the path is not working, you will see this message:
Request timed out
If the path is not functioning correctly, you could have one of the following problems:

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