Zyxel NBG6716 Router Manual PDF (Setup & Configuration Guide)

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Chapter 24 Troubleshooting

NBG6716 User’s Guide

176

2

Check the hardware connections, and make sure the LEDs are behaving as expected. See the Quick

Start Guide.

3

Make sure your Internet browser does not block pop-up windows and has JavaScript and Java

enabled. See

Appendix A on page 181

.

4

Make sure your computer is in the same subnet as the NBG6716. (If you know that there are

routers between your computer and the NBG6716, skip this step.)

•

If there is a DHCP server on your network, make sure your computer is using a dynamic IP

address. See

Section 12.4 on page 106

.

•

If there is no DHCP server on your network, make sure your computer’s IP address is in the

same subnet as the NBG6716. See

Section 12.4 on page 106

.

5

Reset the device to its factory defaults, and try to access the NBG6716 with the default IP address.

See

Section 1.5 on page 14

.

6

If the problem continues, contact the network administrator or vendor, or try one of the advanced

suggestions.

Advanced Suggestions

•

Try to access the NBG6716 using another service, such as Telnet. If you can access the

NBG6716, check the remote management settings and firewall rules to find out why the

NBG6716 does not respond to HTTP.

•

If your computer is connected to the

WAN

port or is connected wirelessly, use a computer that is

connected to a

LAN

/

ETHERNET

port.

I can see the

Login

screen, but I cannot log in to the NBG6716.

1

Make sure you have entered the password correctly. The default password is

1234

. This field is

case-sensitive, so make sure [Caps Lock] is not on.

2

This can happen when you fail to log out properly from your last session. Try logging in again after

5 minutes.

3

Disconnect and re-connect the power adaptor or cord to the NBG6716.

4

If this does not work, you have to reset the device to its factory defaults. See

Section 24.5 on page

178

.

24.4

Internet Access

I cannot access the Internet.

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Chapter 24 Troubleshooting

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177

1

Check the hardware connections, and make sure the LEDs are behaving as expected. See the Quick

Start Guide.

2

Go to

Maintenance > Sys OP Mode

. Check your System Operation Mode setting.

•

If the NBG6716 is in

Router Mode

, make sure the WAN port is connected to a broadband

modem or router with Internet access. Your computer and the NBG6716 should be in the same

subnet.

•

If the NBG6716 is in

Access Point Mode

, make sure the WAN port is connected to a

broadband modem or router with Internet access and your computer is set to obtain a dynamic

IP address.

3

If the NBG6716 is in

Router Mode

, make sure you entered your ISP account information correctly

in the wizard or the WAN screen. These fields are case-sensitive, so make sure [Caps Lock] is not

on.

4

If you are trying to access the Internet wirelessly, make sure the wireless settings in the wireless

client are the same as the settings in the AP.

5

Disconnect all the cables from your device, and follow the directions in the Quick Start Guide again.

6

If the problem continues, contact your ISP.

I cannot access the Internet anymore. I had access to the Internet (with the NBG6716), but

my Internet connection is not available anymore.

1

Check the hardware connections, and make sure the LEDs are behaving as expected. See the Quick

Start Guide and

Section 1.7 on page 15

.

2

Reboot the NBG6716.

3

If the problem continues, contact your ISP.

The Internet connection is slow or intermittent.

1

There might be a lot of traffic on the network. Look at the LEDs, and check

Section 1.7 on page 15

.

If the NBG6716 is sending or receiving a lot of information, try closing some programs that use the

Internet, especially peer-to-peer applications.

2

Check the signal strength. If the signal strength is low, try moving the NBG6716 closer to the AP if

possible, and look around to see if there are any devices that might be interfering with the wireless

network (for example, microwaves, other wireless networks, and so on).

3

Reboot the NBG6716.

4

If the problem continues, contact the network administrator or vendor, or try one of the advanced

suggestions.

Advanced Suggestion

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Chapter 24 Troubleshooting

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178

•

Check the settings for QoS. If it is disabled, you might consider activating it.

24.5

Resetting the NBG6716 to Its Factory Defaults

If you reset the NBG6716, you lose all of the changes you have made. The NBG6716 re-loads its

default settings, and the password resets to

1234

. You will have to make all of your changes again.

You will lose all of your changes when you push the

RESET

button.

To reset the NBG6716:

1

Make sure the power LED is on.

2

Press the

RESET

button for one to four seconds to restart/reboot the NBG6716.

3

Press the

RESET

button for longer than five seconds to set the NBG6716 back to its factory-default

configurations.

If the NBG6716 restarts automatically, wait for the NBG6716 to finish restarting, and log in to the

Web Configurator. The password is “1234”.

If the NBG6716 does not restart automatically,

di

sconnect and reconnect the NBG6716’s power.

Then, follow the directions above again.

24.6

Wireless Connections

I cannot access the NBG6716 or ping any computer from the WLAN.

1

Make sure the wireless LAN is enabled on the NBG6716.

2

Make sure the wireless adapter on your computer is working properly.

3

Make sure the wireless adapter installed on your computer is IEEE 802.11 compatible and supports

the same wireless standard as the NBG6716.

4

Make sure your computer (with a wireless adapter installed) is within the transmission range of the

NBG6716.

5

Check that both the NBG6716 and the wireless adapter on your computer are using the same

wireless and wireless security settings.

6

Make sure traffic between the WLAN and the LAN is not blocked by the firewall on the NBG6716.

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7

Make sure you allow the NBG6716 to be remotely accessed through the WLAN interface. Check

your remote management settings.

•

See the chapter on

Wireless LAN

in the User’s Guide for more information.

I set up URL keyword blocking, but I can still access a website that should be blocked.

Make sure that you select the

Enable URL Keyword Blocking

check box in the Content Filtering

screen. Make sure that the keywords that you type are listed in the

Keyword List

.

If a keyword that is listed in the

Keyword List

is not blocked when it is found in a URL, customize

the keyword blocking using commands. See the

Customizing Keyword Blocking URL Checking

section in the

Content Filtering

chapter.

I cannot access the Web Configurator after I switched to AP mode.

When you change from router mode to AP mode, your computer must have an IP address in the

range between “192.168.1.3” and “192.168.1.254”.

Refer to

Appendix B on page 190

for instructions on how to change your computer’s IP address.

What factors may cause an intermittent or unstable wireless connection? How can I solve this

problem?

The following factors may cause interference:

•

Obstacles: walls, ceilings, furniture, and so on.

•

Building Materials: metal doors, aluminum studs.

•

Electrical devices: microwaves, monitors, electric motors, cordless phones, and other wireless

devices.

To optimize the speed and quality of your wireless connection, you can:

•

Move your wireless device closer to the AP if the signal strength is low.

•

Reduce wireless interference that may be caused by other wireless networks or surrounding

wireless electronics such as cordless phones.

•

Place the AP where there are minimum obstacles (such as walls and ceilings) between the AP and

the wireless client.

•

Reduce the number of wireless clients connecting to the same AP simultaneously, or add

additional APs if necessary.

•

Try closing some programs that use the Internet, especially peer-to-peer applications. If the

wireless client is sending or receiving a lot of information, it may have too many programs open

that use the Internet.

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Chapter 24 Troubleshooting

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180

•

Position the antennas for best reception. If the AP is placed on a table or floor, point the antennas

upwards. If the AP is placed at a high position, point the antennas downwards. Try pointing the

antennas in different directions and check which provides the strongest signal to the wireless

clients.

24.7

USB Device Problems

I cannot access or see a USB device that is connected to the NBG6716.

1

Disconnect the problematic USB device, then reconnect it to the NBG6716.

2

Ensure that the USB device has power.

3

Check your cable connections.

4

Restart the NBG6716 by disconnecting the power and then reconnecting it.

5

If the USB device requires a special driver, install the driver from the installation disc that came

with the device. After driver installation, reconnect the USB device to the NBG6716 and try to

connect to it again with your computer.

6

If the problem persists, contact your vendor.

What kind of USB devices do the NBG6716 support?

1

It is strongly recommended to use version 2.0 or lower USB storage devices (such as memory

sticks, USB hard drives) and/or USB devices. Other USB products are not guaranteed to function

properly with the NBG6716.

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