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111
9
9.
Troubleshooting
This chapter provides information to help you diagnose and solve problems you might have with
your router. If you do not find the solution here, check the NETGEAR support site at
for product and contact information.
This chapter contains the following sections:
•
Quick Tips
•
Troubleshooting with the LEDs
•
Cannot Log In to the Router
•
Cannot Access the Internet
•
Changes Not Saved
•
Incorrect Date or Time
•
Wireless Connectivity
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N600 Wireless Dual Band Gigabit Router Premium Edition WNDR3800
Quick Tips
This section describes tips for troubleshooting some common problems.
Sequence to Restart Your Network
Be sure to restart your network in this sequence:
1.
Turn off
and
unplug the modem.
2.
Turn off the router and computers.
3.
Plug in the modem and turn it on. Wait 2 minutes.
4.
Turn on the router and wait 2 minutes.
5.
Turn on the computers.
Power LED
Check the Power LED to verify correct router operation.
If the Power LED does not turn solid green within 2 minutes after you turn the router on, reset
the router according to the instructions in
Factory Default Settings
on page 119.
Check Ethernet Cable Connections
Make sure that the Ethernet cables are securely plugged in.
•
The Internet LED on the router is on if the Ethernet cable connecting the wireless router
and the modem is plugged in securely and the modem and router are turned on.
•
If a powered-on computer is connected to the router by an Ethernet cable, the LAN LED
is on.
Wireless Settings
Make sure that the wireless settings 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 need to match exactly.
•
If you set up an access list in the Advanced Wireless Settings screen, you have to add
each wireless computer’s MAC address to the router’s access list.
Network Settings
Make sure that the network settings of the computer are correct.
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N600 Wireless Dual Band Gigabit Router Premium Edition WNDR3800
•
Wired and wirelessly connected computers need to 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.
•
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.
Troubleshooting with the LEDs
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 2 minutes, verify that:
•
The Power LED is solid green.
•
The Internet LED is on.
•
The Ethernet LAN LED is on if any local port is connected to a computer. This
indicates that a link has been established to the connected device.
The LEDs on the front panel of the router can be used for troubleshooting.
Power LED Is Off or Blinking
•
Make sure that the power cord is securely connected to your router and that the power
adapter is securely connected to a functioning power outlet.
•
Check that you are using the 12V DC, 2.5A power adapter that NETGEAR supplied for
this product.
•
If the Power LED 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.
LEDs Never Turn Off
When the router is turned on, the LEDs turn 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 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
Factory Default
Settings
on page 119.
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 Gigabit Router Premium Edition WNDR3800
Internet or Ethernet Port LEDs Are Off
If either the Ethernet port LEDs or the Internet LED 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 LED Is Off
If the Wireless LED stays off, check to see if the Wireless On/Off button on the router has
been pressed. This button turns the wireless radios in the router on and off. The 2.4 GHz and
5 GHz LEDs are lit when the wireless radio is turned on.
Cannot Log In to the Router
If you are unable to log in to the router from a computer on your local network, check the
following:
•
If you are using an Ethernet-connected computer, check the Ethernet connection
between the computer and the router as described in the previous section.
•
Make sure that your computer’s IP address is on the same subnet as the router. If you are
using the recommended addressing scheme, your computer’s address should be in the
range of 192.168.1.2 to 192.168.1.254.
•
If your computer’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 autogenerated addresses are in the range of 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.
•
If your router’s IP address was changed and you do not know the current IP address,
clear the router’s configuration to factory defaults. This sets the router’s IP address to
192.168.1.1. This procedure is explained in
Factory Default Settings
on page 119.
•
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 quitting the browser and launching it again.
•
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 you
enter this information.
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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 router’s configuration at
.
3.
Select
Advanced > Administration > 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.
If your router is still unable to obtain an IP address from the ISP, the problem might be one of
the following:
•
Your Internet service provider (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.
•
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 clone your computer’s MAC address.
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.You can 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.

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