Zyxel NBG6817 Router Manual PDF (Setup & Configuration Guide)

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NBG6817 User’s Guide

161

C

HAPTER

16

Troubleshooting

16.1

Overview

This chapter offers some suggestions to solve problems you might encounter. The potential

problems are divided into the following categories.

•

Power, Hardware Connections, and LEDs

•

NBG6817 Access and Login

•

Internet Access

•

Resetting the NBG6817 to Its Factory Defaults

•

Wireless Connections

•

USB Device Problems

16.2

Power, Hardware Connections, and LEDs

The NBG6817 does not turn on. None of the LEDs turn on.

1

Make sure you are using the power adaptor or cord included with the NBG6817.

2

Make sure the power adaptor or cord is connected to the NBG6817 and plugged in to an appropriate

power source. Make sure the power source is turned on.

3

Disconnect and re-connect the power adaptor or cord to the NBG6817.

4

If the problem continues, contact the vendor.

One of the LEDs does not behave as expected.

1

Make sure you understand the normal behavior of the LED. See

Section 1.7 on page 12

.

2

Check the hardware connections. See the Quick Start Guide.

3

Inspect your cables for damage. Contact the vendor to replace any damaged cables.

4

Disconnect and re-connect the power adaptor to the NBG6817.

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5

If the problem continues, contact the vendor.

16.3

NBG6817 Access and Login

I don’t know the IP address of my NBG6817.

6

The default IP address of the NBG6817 in

Router Mode

is

192.168.1.1

. If the NBG6817 obtains a

WAN IP address in the same subnet as the LAN IP address 192.168.1.1, the default LAN IP address

will be changed to 10.0.0.1 automatically. See

Auto-IP Change on page 73

for more information.

The default IP address of the NBG6817 in

Access Point Mode

is

192.168.1.2

.

7

If you changed the IP address and have forgotten it, you might get the IP address of the NBG6817

in

Router Mode

by looking up the IP address of the default gateway for your computer. To do this

in most Windows computers, click

Start > Run

, enter

cmd

, and then enter

ipconfig

. The IP

address of the

Default Gateway

might be the IP address of the NBG6817 (it depends on the

network), so enter this IP address in your Internet browser.

8

If your NBG6817 in

Access Point Mode

is a DHCP client, you can find your IP address from the

DHCP server. This information is only available from the DHCP server which allocates IP addresses

on your network. Find this information directly from the DHCP server or contact your system

administrator for more information.

9

Reset your NBG6817 to change all settings back to their default. This means your current settings

are lost. See

Section 16.5 on page 165

in the

Troubleshooting

for information on resetting your

NBG6817.

I forgot the password.

1

The default password is

1234

.

2

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

Section 16.5 on page

165

.

I cannot see or access the

Login

screen in the Web Configurator.

1

Make sure you are using the correct IP address.

2

The default IP address of the NBG6817 in

Router Mode

is

192.168.1.1

. If the NBG6817 obtains a

WAN IP address in the same subnet as the LAN IP address 192.168.1.1, the default LAN IP address

will be changed to 10.0.0.1 automatically. See

Auto-IP Change on page 73

for more information.

The default IP address of the NBG6817 in

Access Point Mode

is

192.168.1.2

.

•

If you changed the IP address (

Section 12.4 on page 113

), use the new IP address.

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163

•

If you changed the IP address and have forgotten it, see the troubleshooting suggestions for

I

don’t know the IP address of my NBG6817.

3

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

Start Guide.

4

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

enabled. See

Appendix B on page 171

.

5

Make sure your computer is in the same subnet as the NBG6817. (If you know that there are

routers between your computer and the NBG6817, 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 113

.

•

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

same subnet as the NBG6817. See

Section 12.4 on page 113

.

6

Reset the device to its factory defaults, and try to access the NBG6817 with the default IP address.

See

Section 1.5 on page 11

.

7

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

suggestions.

Advanced Suggestions

•

Try to access the NBG6817 using another service, such as Telnet. If you can access the

NBG6817, check the remote management settings and firewall rules to find out why the

NBG6817 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 NBG6817.

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 NBG6817.

4

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

Section 16.5 on page

165

.

16.4

Internet Access

I cannot access the Internet.

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164

1

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

Start Guide.

2

Go to

Expert

>

Maintenance > Operation Mode

. Check your System Operation Mode setting.

•

If the NBG6817 is in

Router Mode

, make sure the WAN port is connected to a broadband

modem or router with Internet access. Your computer and the NBG6817 should be in the same

subnet.

•

If the NBG6817 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 an

dynamic IP address.

3

If the NBG6817 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 NBG6817), 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 12

.

2

Reboot the NBG6817.

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 12

.

If the NBG6817 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 NBG6817 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 NBG6817.

4

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

suggestions.

Advanced Suggestion

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165

•

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

16.5

Resetting the NBG6817 to Its Factory Defaults

If you reset the NBG6817, you lose all of the changes you have made. The NBG6817 re-loads its

default settings, and the password resets to

1234

. You have to make all of your changes again.

You will lose all of your changes when you push the

RESET

button.

To reset the NBG6817:

1

Make sure the power LED is on.

2

Press the

RESET

button for one to four seconds to restart/reboot the NBG6817.

3

Press the

RESET

button for longer than five seconds to set the NBG6817 back to its factory-default

configurations.

If the NBG6817 restarts automatically, wait for the NBG6817 to finish restarting, and log in to the

Web Configurator. The password is “1234”.

If the NBG6817 does not restart automatically,

di

sconnect and reconnect the NBG6817’s power.

Then, follow the directions above again.

16.6

Wireless Connections

I cannot access the NBG6817 or ping any computer from the WLAN.

1

Make sure the wireless LAN is enabled on the NBG6817.

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 NBG6817.

4

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

NBG6817.

5

Check that both the NBG6817 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 NBG6817.

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