Wireless-G Router WGR614v9 Reference Manual

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Troubleshooting

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If the error persists, you might have a hardware problem and should contact Technical Support at

www.netgear.com/support

.

The Internet or Ethernet port lights are not on.

If either the Ethernet port lights or the Internet light does not come on 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.

•

Make 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 could be a standard straight-through

Ethernet cable or an Ethernet crossover cable.

The Wireless light is not on.

If the Wireless light does not come on, verify that the wireless feature is turned on according to the

instructions in

“Viewing Advanced Wireless Settings” on page 2-10

.

Troubleshooting the Web Configuration Interface

If you are unable to access the router’s Web Configuration Interface from a computer on your local

network, check the following:

•

If you are connecting from a wireless computer, try connecting from a wired computer.

•

Check the Ethernet connection between the wired computer and the router as described in

“Troubleshooting Basic Functions” on page 7-3

.

•

Make sure that your computer’s IP address is on the same subnet as the router. For

instructions, click the link to the online document

“Preparing Your Network” in Appendix B

to

configure your computer.

Note:

If your computer’s IP address is shown as 169.254.x.x: Windows and Mac OS

generate and assign an IP address if the computer cannot reach a DHCP server.

These autogenerated addresses are in subnet 169.254.x.x. If your IP address is

in this range, check the connection from the computer to the router, and reboot

your computer.

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•

Make sure that your browser has Java, JavaScript, or ActiveX enabled. If you are using

Internet Explorer, click

Refresh

to be sure that the Java applet is loaded.

•

Try closing the browser and opening it again, or try a different browser.

•

Make sure that you are using the correct login information. The factory default login name is

admin

, and the password is

password

. Make sure that Caps Lock is off when entering this

information.

If the router does not save changes you have made in the Web Configuration Interface, check the

following:

•

When entering configuration settings, be sure to click

Apply

before moving to another screen

or tab, or your changes could be lost.

•

Click

Refresh

or

Reload

in the Web browser. The changes might have occurred, but the Web

browser might be caching the old configuration.

Troubleshooting the Internet Connection

If you can access your router but you are unable to access the Internet, you should first determine

whether the router can obtain an IP address from your Internet Service Provider (ISP). Unless your

ISP provides a static IP address, your router 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.

Start your browser, and select an external site such as

.

2.

Access the main menu of the router’s configuration at

.

3.

Under Maintenance, select

Router Status

.

4.

Check that an IP address is shown for the Internet port. If 0.0.0.0 is shown, your router has not

obtained an IP address from your ISP.

If your router is unable to 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, as described in

“Be sure to

restart your network in this sequence.” on page 7-1

.

If your router is still unable to obtain an IP address from the ISP, the problem might be one of the

following:

•

Your ISP might require a login program.

Ask your ISP whether they require PPP over Ethernet (PPPoE) or some other type of login.

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•

If your ISP requires a login, the login name or 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 Basic Settings

screen.

•

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 have bought a new network device, and ask them to use the

router’s MAC address.

–

Configure your router to spoof your computer’s MAC address. This procedure is

explained in

“Configuring Your Internet Connection Using the Smart Setup Wizard” on

page 1-1

.

If your router can obtain an IP address, but your computer is unable to load any Web pages from

the Internet:

•

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 as described in the online document you can access

from

“Preparing Your Network” in Appendix B

. You can also configure your computer

manually with DNS addresses, as explained in your operating system documentation

.

•

Your computer might not have the router configured as its TCP/IP gateway.

If your computer obtains its information from the router by DHCP, reboot the computer, and

verify the gateway address as described in the online document you can access from

“Preparing Your Network” in Appendix B

.

•

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

.

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Troubleshooting a 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. Troubleshooting a network is

made very easy by using the ping utility in your computer or workstation.

Testing 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 running Windows PC:

1.

From the Windows toolbar, click Start, and then 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

OK

.

You should 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, you could have one of the following problems:

•

Wrong physical connections

–

For a wired connection, make sure that the numbered LAN port light is on for the port

to which you are connected. If the light is off, follow the instructions in

“The Internet

or Ethernet port lights are not on.” on page 7-4

.

–

Check that the corresponding Link lights are on for your network interface card. If

your router and computer are connected to a separate Ethernet switch, make sure that

the Link lights are on 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.

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–

Verify that the IP address for your router and your computer are correct and that the

addresses are on the same subnet.

Testing 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 then 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’s DNS server.

If the path is functioning correctly, replies like those shown in the previous section are displayed.

If you do not receive replies:

•

Check that your computer has the IP address of your router listed as the default gateway. If the

IP configuration of your computer is assigned by DHCP, this information is not be visible in

your computer’s Network Control Panel. Verify that the IP address of the router is listed as the

default gateway as described in the online document you can access from

“Preparing Your

Network” in Appendix B

.

•

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 Basic Settings screen.

•

Your ISP could 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, but some ISPs additionally restrict access to the MAC address of a single

computer connected to that modem. If this is the case, you must configure your router to

“clone” or “spoof” the MAC address from the authorized computer. For more information, see

“Configuring Your Internet Connection Using the Smart Setup Wizard” on page 1-1

.