Troubleshooting

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Chapter 7

Troubleshooting

This chapter gives information about troubleshooting your WGT624 v3 108 Mbps Wireless

Firewall Router. After each problem description, instructions are provided to help you diagnose

and solve the problem.

Basic Functioning

After you turn on power to the router, the following sequence of events should occur:

1.

When power is first applied, verify that the Power LED is on.

2.

After approximately 10 seconds, verify that:

a.

The Local port LEDs are lit for any local ports that are connected.

If a port’s LED is lit, a link has been established to the connected device. If a LAN port is

connected to a 100 Mbps device, verify that the port’s LED is green. If the port is 10

Mbps, the LED will be amber.

b.

The Wireless port LED is lit. (

Note

: The LED is off in factory default setting and is

enabled/LIT after you run the Configuration Assistant.)

c.

The Internet port LED is lit.

If any of these conditions does not occur, refer to the appropriate following section.

Power LED Not On

If the Power and other LEDs are off when your router is turned on:

•

Make sure that the power cord is properly connected to your router and that the power supply

adapter is properly connected to a functioning power outlet.

Note:

Product updates are available on the NETGEAR Web site at

www.netgear.com/support/main.asp

. Documentation updates are available on the

NETGEAR, Inc. Web site at

www.netgear.com/docs

.

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•

Check that you are using the 12 V DC 1A 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 router 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 router.

If all LEDs are still on one minute after power up:

•

Cycle the power to see if the router recovers.

•

Clear the router’s configuration to factory defaults. This will set the router’s IP address to

192.168.1.1. This procedure is explained in

“Restoring the Default Configuration and

Password” on page 7-7

.

If the error persists, you might have a hardware problem and should contact technical support.

Local or Internet Port LEDs Not On

If either the LAN LEDs or WAN LED do 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 hub or

workstation.

•

Make sure that power is turned on to the connected hub or workstation.

•

Be sure you are using the correct cable:

When connecting the router’s WAN 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.

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Troubleshooting the Web Configuration Interface

If you are unable to access the router’s web Configuration interface from a PC on your local

network, check the following:

•

Check the Ethernet connection between the PC and the router as described in the previous

section.

•

Make sure your PC’s IP address is on the same subnet as the router. 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. Refer to

“Verifying TCP/IP Properties” on page C-6

or

“Verifying TCP/IP

Properties for Macintosh Computers” on page C-17

to find your PC’s IP address. Follow the

instructions in

Appendix C

to configure your PC.

Note:

If your PC’s IP address is shown as 169.254.x.x: Recent versions of 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 router and reboot your PC.

•

If your router’s IP address has been changed and you don’t know the current IP address, clear

the router’s configuration to factory defaults. This will set the router’s IP address to

192.168.1.1. This procedure is explained in

“Restoring the Default Configuration and

Password” on page 7-7

.

•

Make sure 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.

•

Make sure 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 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.

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Troubleshooting the ISP Connection

If your router is unable to access the Internet, you should first determine whether the router is able

to obtain a WAN IP address from the ISP. Unless you have been assigned 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.

Launch your browser.

2.

Access the Main Menu of the router’s configuration at http://192.168.1.1.

3.

Under the Maintenance heading, select Router Status.

4.

Check that an IP address is shown for the WAN 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 may need to force your cable or

DSL modem to recognize your new router by performing the following procedure:

1.

Turn off power to the cable or DSL modem.

2.

Turn off power to your router.

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 router.

If your router 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 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 router’s

MAC address.

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OR

Configure your router to spoof your PC’s MAC address. This can be done in the Basic Settings

menu.

If your router 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. If you entered a DNS address during the router’s configuration, reboot

your PC and verify the DNS address as described in

“Verifying TCP/IP Properties” on

page C-6

. Alternatively, you may configure your PC manually with DNS addresses, as

explained in your operating system documentation

.

•

Your PC may not have the router configured as its TCP/IP gateway.

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

gateway address as described in

“Verifying TCP/IP Properties” on page C-6

.

Troubleshooting a TCP/IP Network Using a Ping Utility

Most TCP/IP terminal 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 TCP/IP

network is made very easy by using the ping utility in your PC or workstation.

Testing the LAN Path to Your Router

You can ping the router from your PC to verify that the LAN path to your router is set up correctly.

To ping the router from a PC running Windows 95 or later:

1.

From the Windows toolbar, click on 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 192.168.1.1

3.

Click on OK.

You should see a message like this one:

Pinging <IP address> with 32 bytes of data