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Page 111 / 123 Scroll up to view Page 106 - 110
111
8
8.
Troubleshooting
This chapter provides information to help you diagnose and solve problems you might
experience with your router.
This chapter includes the following sections:
•
Access a Forgotten WiFi Password
•
WiFi Connections
•
Changes Not Saved
•
Troubleshoot with the LEDs
•
Cannot Log In to the Gateway
•
The Gateway Cannot Access the Internet
•
Troubleshoot Your Network Using the Ping Utility
•
Troubleshoot IP Addresses
•
Problems with Date and Time
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Troubleshooting
112
Dual Band Wireless VDSL2 + Ethernet Gateway
Access a Forgotten WiFi Password
The gateway comes preset with a unique WiFi network name and WiFi password. This
information is on the product label. You can also set up a guest network to allow visitors to
access your Internet connection.
If you changed the WiFi settings and do not remember what they are, you can use a wired
Ethernet connection to log in to the gateway to view the WiFi settings.
To use a wired connection to view WiFi settings:
1.
Use an Ethernet cable to connect your computer to an Ethernet LAN port on the
gateway.
2.
Launch a web browser from the connected computer.
3.
Type
or
www.routerlogin.com
.
A login screen displays.
4.
Enter the gateway 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.
To view the WiFi settings, select
Wireless
.
The Wireless Settings screen displays.
6.
To view guest network settings, select
Guest
.
The Guest Network Settings screen displays.
WiFi Connections
If you are experiencing trouble connecting with WiFi, try to isolate the problem it might be due
to one of the following reasons:
•
The WiFi signal strength is weak.
Check these conditions:
-
Is your gateway too far from your computer or too close? Move your computer near
the gateway, but at least 6 feet (2 meters) away, and see if the signal strength
improves.
-
Is your WiFi signal blocked by objects between the gateway and your computer?
•
Your computer or wireless devices does not find your WiFi network.
Check the following:
-
Is the WiFi LED on the gateway lit?
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Troubleshooting
113
Dual Band Wireless VDSL2 + Ethernet Gateway
If this LED is off, it is possible that someone disabled the wireless radios. For more
information about these settings, see
Enable or Disable the WiFi Radios
on page
82.
-
Did you disable the gateway’s SSID broadcast?
If you cleared the
Enable SSID Broadcast
check box in the Wireless Setup screen,
your wireless network is hidden and does not display in your wireless client’s
scanning list. To connect to a hidden network, you must type the network name and
the WiFi password. For more information about the SSID broadcast, see
Specify
Basic WiFi Settings
on page
76.
-
Does your computer or wireless device support the security that you are using for
your WiFi network (WEP, WPA, or WPA2)?
For information about wireless security settings, see
Specify Basic WiFi Settings
on
page
76.
-
Did you block access to your network?
If you used access control and set up an access list, check to see if the computer or
wireless device that cannot connect is in the list. For more information about access
list settings, see
Allow or Block Access to Your Network
on page
75.
Changes Not Saved
If the gateway does not save the changes you make through the NETGEAR genie screens,
do the following:
•
When you log in to the gateway and change the settings on a screen, always click the
Apply
button before you move 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 e
occurred but the old settings are in the web browser’s cache.
Troubleshoot with the LEDs
The LEDs on the front panel of the gateway indicate its status.
Apply Power to the Gateway and Check the LEDs
To apply power to the gateway and check the LEDs:
1.
Connect the power adapter cord that came with the gateway and plug it in to a power
outlet.
The LEDs light within a few seconds. This indicates that the gateway has power.
2.
After approximately 30 seconds, verify that the LEDS are lit as follows:
•
The Internet LED is lit solid blue, indicating that the gateway is connected to the
Internet.
Page 114 / 123
Troubleshooting
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Dual Band Wireless VDSL2 + Ethernet Gateway
•
The WiFi LED is lit solid blue, indicating that the WiFi radio is on.
If the LEDs do not light as expected, use the LED behavior to troubleshoot the problem.
All LEDs Remain Lit
When the gateway is turned on, the LEDs light for about 10 seconds and then turn off. If all
the LEDs stay lit, a fault exists within the gateway.
If all LEDs are still lit one minute after power-up, try the following:
•
Unplug the gateway’s power adapter cord. Plug it in again and see if the gateway
recovers.
•
To return the gateway to its factory settings, press and hold the
Reset
button.
For more information, see
Factory Settings
on page
122.
If the error persists, you might have a hardware problem.
WiFi LED Is Off
If the WiFi LED stays off, check to see if someone disabled the wireless radios or set up a
wireless schedule. For more information about these settings, see
Enable or Disable the WiFi
Radios
on page
82. The WiFi LED is lit when the wireless radios are turned on.
Cannot Log In to the Gateway
If you cannot log in to the gateway from a computer or wireless device on your local network,
do the following:
1.
Make sure that your computer or wireless device is connected to the gateway’s network:
-
For a WiFi connection, select the network and enter its WiFi password.
-
For a wired connection, use an Ethernet cable to connect your computer to an
Ethernet LAN port on the gateway (not the Ethernet WAN port).
2.
Launch a web browser and enter
www.routerlogin.net
.
3.
If a login prompt does not display, try the following:
•
Close the browser and launch it again.
•
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.
•
If you are using a wired connection, check the Ethernet connection between the
computer and the gateway. The LAN LED lights to show that your computer is
connected.
4.
If the login prompt displays, but you cannot log in, try the following:
•
Make sure that you are using the correct login information.
Page 115 / 123
Troubleshooting
115
Dual Band Wireless VDSL2 + Ethernet Gateway
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 customized the IP address scheme that the gateway uses, see
Troubleshoot IP
Addresses
on page
119.
The Gateway Cannot Access the Internet
If you can log in to your gateway but it cannot access the Internet, see if the gateway can
obtain an IP address from your Internet service provider (ISP). Unless your ISP assigned you
a fixed IP address, your gateway requests an IP address from the ISP. You can see if the
request was successful using the Advanced Home screen.
Note:
The Setup Wizard can detect your Internet connection during
installation, but if the gateway cannot get a WAN IP address, the
Setup Wizard cannot automatically resolve this issue.
If you are attempting to set up your NETGEAR gateway as a replacement for an ADSL
gateway in your network, the gateway cannot perform many gateway services. For example,
the gateway cannot convert ADSL or cable data into Ethernet networking information.
To check the WAN IP address:
1.
Launch a web browser from a computer or wireless device that is connected to the
network.
2.
Type
or
.
A login screen displays.
3.
Enter the gateway 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 WAN pane, check that an IP address is shown for the Internet port.
If 0.0.0.0 is shown, your gateway did not obtain an IP address from your ISP.
For more information about the Internet connection, see
View WAN Information
on
page
94.
6.
If your gateway cannot obtain an IP address from the ISP, try to force your cable or DSL
broadband modem to recognize your new gateway by restarting your network in this order:
a.
Unplug
and
turn off the cable or DSL broadband modem.

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