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N600 Wireless Dual Band Router WNDR3400 User Manual
Troubleshooting
8-1
v1.0, August 2010
Chapter 8
Troubleshooting
This chapter provides information about troubleshooting your N600 Wireless Dual Band Router
WNDR3400. After each problem description, instructions are provided to help you diagnose and
solve the problem. As a first step, review the Quick Tips.
This chapter includes the following sections:
•
“Quick Tips”
•
“Troubleshooting Basic Functions” on page 8-3
•
“Cannot Access the Internet” on page 8-5
•
“Troubleshooting a Network Using the Ping Utility” on page 8-6
•
“Problems with Date and Time” on page 8-8
•
“Wireless Connectivity” on page 8-9
•
“Restoring the Default Configuration and Password” on page 8-14
Quick Tips
This section describes tips for troubleshooting some common problems.
Tip:
NETGEAR provides helpful articles, documentation, and the latest software
updates at
.
Table 8-1.
Quick Tips
Recommendation
Instructions
Be sure to restart your network in this sequence.
1.
Turn off
and
unplug the modem.
2.
Turn off the wireless router and computers.
3.
Plug in the modem and turn it on. Wait 2 minutes.
4.
Turn on the wireless router and wait 2 minutes.
5.
Turn on the computers.
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Page 127 / 149
N600 Wireless Dual Band Router WNDR3400 User Manual
Troubleshooting
8-2
v1.0, August 2010
Make sure that the Ethernet cables are securely
plugged in.
•
The Internet status light on the wireless router is on
if the Ethernet cable connecting the wireless router
and the modem is plugged in securely and the
modem and wireless router are turned on.
•
For each powered-on computer connected to the
wireless router by an Ethernet cable, the
corresponding numbered router LAN port light is
on.
Make sure that the
in the computer and router match
exactly.
•
For a wirelessly connected computer, 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 in the Advanced
screen, you must add each wireless computer’s
MAC address to the router’s access list.
Make sure that the network settings of the computer
are correct.
•
Wired and wirelessly connected computers
must
have 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. Click the link to the
online document
“Preparing Your Network” in
Appendix B
, or see the documentation that came
with your computer
.
•
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 screen.
Check the Power light to verify correct router
operation.
If the Power light does not turn off within 2 minutes
after you turn the router on, reset the router
according to the instructions in
“Restoring the Default
Configuration and Password” on page 8-14
.
Table 8-1.
Quick Tips
(continued)
Recommendation
Instructions
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Page 128 / 149
N600 Wireless Dual Band Router WNDR3400 User Manual
Troubleshooting
8-3
v1.0, August 2010
Troubleshooting Basic Functions
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 light
is on.
2.
After approximately 2 minutes, verify that:
•
The Power light is solid green.
•
The Internet light is on.
•
A numbered Ethernet port light is on for any local port that is connected to a computer.
This indicates that a link has been established to the connected device.
If any of the above conditions does not occur, see the following table.
Table 8-2.
Troubleshooting Basic Functions
Situation
Recommended Action
Power light is off or is blinking.
•
Make sure that the power cord is properly connected to your router
and that the power adapter is properly connected to a functioning
power outlet.
•
Check that you are using the 12V DC, 1.5A power adapter that
NETGEAR supplied for this product.
•
If the Power light alternately blinks green every second, the router
software 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, you have a hardware problem. For recovery
instructions, or help with a hardware problem, contact Technical
Support at
www.netgear.com/support
.
Lights never turn off.
When the router is turned on, the lights turns on for about 10 seconds
and then turn off. If all the lights stay on, there is a fault within the
router.
If all lights are still on 1 minute after power up:
•
Cycle the power to see if the router recovers.
•
Clear the router’s configuration to factory defaults as explained in
“Restoring the Default Configuration and Password” on page 8-14
.
If the error persists, you might have a hardware problem and should
contact Technical Support at
www.netgear.com/support
.
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N600 Wireless Dual Band Router WNDR3400 User Manual
Troubleshooting
8-4
v1.0, August 2010
Cannot Access the Router Main Menu
If you are unable to access the router’s main menu 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. Make sure that the
cable connections are secure, and that you are using the correct cable.
•
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.
The Internet or Ethernet port lights
are off.
If either the Ethernet port lights or the Internet light 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 could be a standard straight-through Ethernet cable or an
Ethernet crossover cable.
Wireless light is off.
If the Wireless light does not come on, verify that the
Enable Wireless
Router Radio
check box is selected in the Advanced
screen (see
“Restricting Access to Your Router” on page 2-19
). Or, you can press
the Wi-Fi on/off button on the wireless router to enable the Wireless
function. The 2.4GHz and 5GHz lights will be lit when the Wireless
function is turned on.
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.
Table 8-2.
Troubleshooting Basic Functions
Situation
Recommended Action
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Page 130 / 149
N600 Wireless Dual Band Router WNDR3400 User Manual
Troubleshooting
8-5
v1.0, August 2010
•
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 configuration changes that you have made, 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.
Cannot Access the Internet
If you can access your router but you are unable to access the Internet, first determine whether the
router can obtain an IP address from your Internet Service Provider (ISP). Unless your ISP
provides a fixed IP address, your router must request an IP address from the ISP. You can
determine whether the request was successful using the Router Status screen.
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 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, as described in
Table 8-1 on
page 8-1
.
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.
•
If your ISP requires a login, the login name and password might be set incorrectly.
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