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VMG3926-B10A User’s Guide
271
C
HAPTER
40
Troubleshooting
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
•
VMG Access and Login
•
Internet Access
•
Wireless Internet Access
•
USB Device Connection
•
UPnP
40.1
Power, Hardware Connections, and LEDs
The VMG does not turn on. None of the LEDs turn on.
1
Make sure the VMG is turned on.
2
Make sure you are using the power adaptor or cord included with the VMG.
3
Make sure the power adaptor or cord is connected to the VMG and plugged in to an appropriate
power source. Make sure the power source is turned on.
4
Turn the VMG off and on.
5
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 1.5 on page 19
.
2
Check the hardware connections.
3
Inspect your cables for damage. Contact the vendor to replace any damaged cables.
4
Turn the VMG off and on.
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272
5
If the problem continues, contact the vendor.
40.2
VMG Access and Login
I forgot the IP address for the VMG.
1
The default LAN IP address is 192.168.1.1.
2
If you changed the IP address and have forgotten it, you might get the IP address of the VMG 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 VMG (it depends on the network), so enter this IP address
in your Internet browser.
3
If this does not work, you have to reset the device to its factory defaults. See
Section 1.6 on page
21
.
I forgot the password.
1
See the cover page for the default login names and associated passwords.
2
If those do not work, you have to reset the device to its factory defaults. See
Section 1.6 on page
21
.
I cannot see or access the
Login
screen in the web configurator.
1
Make sure you are using the correct IP address.
•
The default IP address is
192.168.1.1
.
•
If you changed the IP address (
Section 8.2 on page 121
), use the new IP address.
•
If you changed the IP address and have forgotten it, see the troubleshooting suggestions for
I
forgot the IP address for the VMG.
2
Check the hardware connections, and make sure the LEDs are behaving as expected. See
Section
1.5 on page 19
.
3
Make sure your Internet browser does not block pop-up windows and has JavaScripts and Java
enabled.
4
If it is possible to log in from another interface, check the service control settings for HTTP and
HTTPS (
Maintenance > Remote MGMT
).
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273
5
Reset the device to its factory defaults, and try to access the VMG with the default IP address. See
Section 1.6 on page 21
.
6
If the problem continues, contact the network administrator or vendor, or try one of the advanced
suggestions.
Advanced Suggestions
•
Make sure you have logged out of any earlier management sessions using the same user account
even if they were through a different interface or using a different browser.
•
Try to access the VMG using another service, such as Telnet. If you can access the VMG, check
the remote management settings and firewall rules to find out why the VMG does not respond to
HTTP.
I can see the
Login
screen, but I cannot log in to the VMG.
1
Make sure you have entered the password correctly. See the cover page for the default login names
and associated passwords. The field is case-sensitive, so make sure [Caps Lock] is not on.
2
You cannot log in to the web configurator while someone is using Telnet to access the VMG. Log out
of the VMG in the other session, or ask the person who is logged in to log out.
3
Turn the VMG off and on.
4
If this does not work, you have to reset the device to its factory defaults. See
Section 40.1 on page
271
.
I cannot Telnet to the VMG.
See the troubleshooting suggestions for
I cannot see or access the Login screen in the web
configurator.
Ignore the suggestions about your browser.
I cannot use FTP to upload / download the configuration file. / I cannot use FTP to upload
new firmware.
See the troubleshooting suggestions for
I cannot see or access the Login screen in the web
configurator.
Ignore the suggestions about your browser.
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274
40.3
Internet Access
I cannot access the Internet.
1
Check the hardware connections, and make sure the LEDs are behaving as expected. See the
Quick Start Guide
and
Section 1.5 on page 19
.
2
Make sure you entered your ISP account information correctly in the
Network Setting >
Broadband
screen. These fields are case-sensitive, so make sure [Caps Lock] is not on.
3
If you are trying to access the Internet wirelessly, make sure that you enabled the wireless LAN in
the VMG and your wireless client and that the wireless settings in the wireless client are the same
as the settings in the VMG.
4
Disconnect all the cables from your device and reconnect them.
5
If the problem continues, contact your ISP.
I cannot access the Internet through a DSL connection.
1
Make sure you have the
DSL WAN
port connected to a telephone jack (or the DSL or modem jack
on a splitter if you have one).
2
Make sure you configured a proper DSL WAN interface (
Network Setting > Broadband
screen)
with the Internet account information provided by your ISP and that it is enabled.
3
Check that the LAN interface you are connected to is in the same interface group as the DSL
connection (
Network Setting > Interface Group
).
4
If you set up a WAN connection using bridging service, make sure you turn off the DHCP feature in
the
LAN
screen to have the clients get WAN IP addresses directly from your ISP’s DHCP server.
I cannot connect to the Internet using a second DSL connection.
ADSL and VDSL connections cannot work at the same time. You can only use one type of DSL
connection, either ADSL or VDSL connection at one time.
I cannot connect to the Internet using an Ethernet connection.
1
The DSL connection has priority. If the DSL connection is up, then the Ethernet connection will be
down.
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275
2
Make sure you have the Ethernet WAN port connected to a MODEM or Router.
3
Make sure you converted LAN port number four as WAN. Click
Enable
in
Network Setting
>
Broadband
>
Ethernet WAN
screen.
4
Make sure you configured a proper EthernetWAN interface (
Network Setting > Broadband
screen) with the Internet account information provided by your ISP and that it is enabled.
5
Check that the WAN interface you are connected to is in the same interface group as the Ethernet
connection (
Network Setting > Interface Group
).
6
If you set up a WAN connection using bridging service, make sure you turn off the DHCP feature in
the
LAN
screen to have the clients get WAN IP addresses directly from your ISP’s DHCP server.
I cannot connect to the Internet using a 3G connection.
1
The DSL and Ethernet connections have priority in that order. If the DSL or Ethernet connection is
up, then the 3G connection will be down.
2
Make sure you have connected a compatible 3G dongle to the USB port.
3
Make sure you have configured
Network Setting > Broadband > 3G Backup
correctly.
Check that the VMG is within range of a 3G base station.
I cannot access the VMG anymore. I had
access to the
VMG, but my connection is not available anymore.
1
Your session with the VMG may have expired. Try logging into the VMG again.
2
Check the hardware connections, and make sure the LEDs are behaving as expected. See the
Quick Start Guide
and
Section 1.5 on page 19
.
3
Turn the VMG off and on.
4
If the problem continues, contact your vendor.
40.4
Wireless Internet Access
What factors may cause intermittent or unstabled wireless connection? How can I solve this
problem?
The following factors may cause interference:
•
Obstacles: walls, ceilings, furniture, and so on.

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