Netgear orporated 10100129 Users Manual

9. Troubleshooting

Diagnosing and solving problems

This chapter provides information to help you diagnose and solve problems you might have with
your wireless modem router. If you do not find the solution here, check the NETGEAR support
site at http://support.netgear.com for product and contact information.

This chapter contains the following sections:

• Router Not On

• No ISP Connection

• TCP/IP Network Not Responding

• Cannot Log in

• Changes Not Saved

• Firmware Needs to Be Reloaded

• Incorrect Date or Time

9

Chapter 9. Troubleshooting | 143

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

Router Not On

When you turn the power on, the power, LAN, wireless, DSL, and Internet LEDs should light
as described here. If they do not, refer to the sections that follow for help.

1. When power is first applied, the Power LED lights.

2. After approximately 10 seconds, other LEDs light as follows:

a. The LAN ports LED lights when any local port is connected.
b. The 2.4 GHz and 5 GHz Wireless LEDs light.
c. The DSL LED lights when there is a link via the ADSL phone lines.
d. The Internet LED lights to indicate a connection to the ISP.

WPS On/Off button
Wireless On/Off button
USB port
Internet

DSL

5 GHZ Wireless

2.4 GHz Wireless

USB

LAN ports
Power

Figure 60. Front panel LEDs

Power LED Is Off

If the Power and other LEDs are off when your router is turned on:

• Check that the power cord is correctly connected to your router and the power supply

adapter is correctly connected to a functioning power outlet.

• Check that you are using the 12-V DC power adapter supplied by NETGEAR for this

product.

144 | Chapter 9. Troubleshooting

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

If the error persists, you could have a hardware problem and should contact NETGEAR
Technical Support.

Power LED Is Red

When the router is turned on, it performs a power-on self-test. If the Power LED turns red
after a few seconds or at any other time during normal operation, there is a fault within the
router.

If the Power LED turns red to indicate a router fault, turn the power off and on to see if the
wireless modem router recovers. If the power LED is still red 1 minute after power-up:

• Turn the power off and on one more time to see if the wireless modem router recovers.

• Clear the router’s configuration to factory defaults as explained in Factory Settings on

page 154. This sets the router’s IP address to 192.168.0.1.

If the error persists, you could have a hardware problem and should contact NETGEAR
Technical Support.

LAN LED Is Off

If the LAN LED does not light when the Ethernet connection is made, check the following:

• The Ethernet cable connections are secure at the wireless modem router and at the hub

or workstation.

• The power is turned on to the connected hub or workstation.

Wireless LEDs Are Off

If the 2.4 GHz and 5 GHz Wireless LEDs do not light, the radios may be turned off. Press the
Wireless On/Off button on its front panel

to turn the radios back on.

DSL or Internet LED Is Off

If the DSL or Internet LED does not light, check to make sure you are using the correct cable.
When connecting the ADSL or Ethernet WAN port, use the cables that were supplied with the
wireless modem router. If the DSL or Internet LED is still off, this could mean that there is no
ADSL or Fiber/Cable modem service or the cable connected to the ADSL or Ethernet WAN
port is bad.

See also DSL LED Is Off on page 146.

Chapter 9. Troubleshooting | 145

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

No ISP Connection

If your router cannot access the Internet, first check the ADSL connection, and then check
the WAN TCP/IP connections. See Figure 4, Front panel LEDs on page 14 for the location of
the LEDs.

ADSL Link

First determine whether you have a ADSL link with the service provider. The state of this
connection is indicated by the DSL LED.

DSL LED Is Green or Blinking Green

You have a good ADSL connection. The service provider has connected your line correctly,
and your wiring is correct.

DSL LED Is Blinking Amber

Your wireless modem router is attempting to make a ADSL connection with the service
provider. The LED should turn green within several minutes.

If the DSL LED does not turn green, disconnect all telephones on the line. If this solves the
problem, reconnect the telephones one at a time and use a microfilter on each telephone as
described in ADSL Microfilters on page 18. If you connect the microfilters correctly, you
should be able to connect all your telephones.

If disconnecting telephones does not result in a green DSL LED, there might be a problem
with your wiring. If the telephone company has tested the ADSL signal at your network
interface device (NID), you might have poor-quality wiring in your house.

DSL LED Is Off

First disconnect all telephones on the line. If this solves the problem, reconnect the
telephones one at a time and use a microfilter on each telephone. If the microfilters are
connected correctly, you should be able to connect all your telephones.

If disconnecting telephones does not result in a green DSL LED, check for the following:

• Check that the telephone company has made the connection to your line and tested it.

• Verify that you are connected to the correct telephone line. If you have more than one

phone line, be sure that you are connected to the line with the ADSL service. It could be
necessary to use a swapper if your ADSL signal is on pins 1 and 4 or the RJ-11 jack. The
wireless modem router uses pins 2 and 3.

146 | Chapter 9. Troubleshooting

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

Internet LED Is Red

If the Internet LED is red, the device could not connect to the Internet. Verify the following:

• Check that your log-in credentials are correct. See Log In to the N600 Modem Router on

page 24 for more information.

• Check that the information you entered on the Basic Settings screen is correct. See

Manual Setup (Basic Settings) on page 28.

• Check with your ISP to verify that the multiplexing method, VPI, and VCI settings on the

ADSL settings screen are correct.

• Find out if the ISP is having a problem. If it is, wait until that problem is cleared up and try

again.

Cannot Obtain an Internet IP Address

If your wireless modem router cannot access the Internet, and your Internet LED is green or
blinking green, check whether the wireless modem router can obtain an Internet IP address
from the ISP. Unless you have been assigned a static IP address, your wireless modem
router must request an IP address from the ISP. You can determine whether the request was
successful as follows:

1. Access the router menus at http://192.168.0.1 and log in.

2. Under Maintenance, select Router Status and check that an IP address shows for the WAN

port. If 0.0.0.0 shows, your wireless modem router has not obtained an IP address from your
ISP.

If your router cannot obtain an IP address from the ISP, the problem might be one of the
following:

• If you have selected a login program, the service name, user name, or password might be

incorrect. See Debug PPPoE or PPPoA on page 148.

• Your ISP might check for your computer’s host name. Assign the computer host name of

your ISP account to the wireless modem router in the browser-based Setup Wizard. See

Setup Wizard on page 27 for more information.

• Your ISP allows only one Ethernet MAC address to connect to the 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 spoof your computer’s MAC address through the Basic

Settings screen. See Manual Setup (Basic Settings) on page 28.

Chapter 9. Troubleshooting | 147

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

Debug PPPoE or PPPoA

Debug the PPPoE or PPPoA connection as follows:

1. Access the router menus at http://192.168.0.1 and log in.

2. Under Maintenance, select Router Status.

3. Click the Connection Status button.

4. If all of the steps indicate OK, your PPPoE or PPPoA connection is working.

5. If any of the steps indicate Failed, you can attempt to reconnect by clicking Connect.

The wireless modem router continues to attempt to connect indefinitely. If you do not
connect after several minutes, check that the service name, user name, and password
you are using are correct. Also check with your ISP to be sure that there is no problem
with their service.

Note: Unless you connect manually, the wireless modem router does not

authenticate with PPPoE or PPPoA until data is transmitted to the
network.

Cannot Load an Internet Web Page

If your wireless modem router can obtain an IP address, but your browser cannot load any
Internet Web pages:

• 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 wireless modem
router’s configuration, reboot your computer, and verify the DNS address. Alternately, you
can configure your computer manually with DNS addresses, as explained in your
operating system documentation.

• Your computer might not have the wireless modem router configured as its TCP/IP

wireless modem router.
If your computer obtains its information from the wireless modem router by DHCP, reboot

the computer, and verify the wireless modem router address.

TCP/IP Network Not Responding

Most TCP/IP terminal devices and routers have a ping utility for sending an echo request
packet to the designated device. The device responds with an echo reply to tell whether a
TCP/IP network is responding to requests.

148 | Chapter 9. Troubleshooting

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

Test the LAN Path to Your Wireless Modem Router

You can ping the router from your computer to verify that the LAN path to your router is set up
correctly.

To ping the router from a PC running Windows 95 or later:

1. From the Windows task bar, click the Start button, and select Run.

2. In the field provided, type ping followed by the IP address of the router, as in this example:

ping 192.168.0.1

3. Click OK.

You should see a message like this one:
“Pinging <IP address> with 32 bytes of data”
If the path is working, you see this message:
“Reply from < IP address >: bytes=32 time=NN ms TTL=xxx”
If the path is not working, you see this message:
“Request timed out”
If the path is not functioning correctly, you could have one of the following problems:

• Wrong physical connections

- Make sure that the LAN port LED is on. If the LED is off, follow the instructions in LAN

LED Is Off on page 145.

- Check that the corresponding link LEDs are on for your network interface card and for

the hub ports (if any) that are connected to your workstation and router.

• Wrong network configuration

- Verify that the Ethernet card driver software and TCP/IP software are both installed

and configured on your PC or workstation.

- Verify that the IP address for your router and your workstation are correct and that the

addresses are on the same subnet.

Chapter 9. Troubleshooting | 149

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

Test the Path from Your Computer to a Remote Device

After you verify that the LAN path works correctly, test the path from your PC to a remote
device. In the Windows Run screen, type:

ping -n 10 IP address

where IP address is the IP address of a remote device such as your ISP’s DNS server.
If the path is functioning correctly, replies as described in Test the LAN Path to Your Wireless

Modem Router on page 149 display. If you do not receive replies:

• Check that your PC has the IP address of your router listed as the default wireless

modem router. If the IP configuration of your PC is assigned by DHCP, this information is
not visible in your PC’s Network Control Panel. Verify that the IP address of the router is
listed as the default wireless modem router.

• Check that the network address of your PC (the portion of the IP address specified by the

netmask) is different from the network address of the remote device.

• Check that your cable or ADSL modem is connected and functioning.

• If your ISP assigned a host name to your PC, enter that host name as the account name

in the Basic Settings screen.

• Your ISP could be rejecting the Ethernet MAC addresses of all but one of your PCs. Many

broadband ISPs restrict access by allowing traffic only from the MAC address of your
modem, but some additionally restrict access to the MAC address of a single PC
connected to that modem. In this case, configure your router to clone or spoof the MAC
address from the authorized PC.

Cannot Log in

If you cannot log in to the wireless modem router from a computer on your local network,
check the following:

• The router is plugged in and it is on.

• You are using the correct login information. The login name is admin, and the password

is password. Make sure that Caps Lock is off when you enter this information.

• If you cannot connect wirelessly, try an Ethernet connection and view the router wireless

settings and set up your wireless computer with corresponding wireless settings.

• If you are using an Ethernet-connected computer, check the Ethernet connection

between the computer and the router. The LAN LED for the port you are using on the
router should light up to show your connection.

• 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

192.168.0.2 to 192.168.0.254.

• If the computer IP address is 169.254.x.x, recent versions of Windows and Mac OS

generate and assign an IP address when the computer cannot reach a DHCP server. The

150 | Chapter 9. Troubleshooting

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

auto-generated addresses are in the range 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 as explained in Factory Settings on
page 154. This sets the router’s IP address to 192.168.0.1.

• 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 relaunching it.

Changes Not Saved

If the router does not save the changes you make in the router interface, check the following:

• When entering configuration settings, always click the Apply button before moving to

another screen or tab, or your changes are lost.

• Click the Refresh or Reload button in the Web browser. The changes might have

occurred, but the old settings might be in the Web browser’s cache.

Firmware Needs to Be Reloaded

When you attempt to connect to the Internet, the browser might display a message similar to
the one below telling you that you need to reload the router’s firmware. This means a
problem has been detected with the router’s firmware.

Figure 61. Reload firmware

1. If you already have the firmware file on your PC, go directly to step 2. If you do not have

the firmware file on your PC, obtain the firmware from the NETGEAR support site at

http://www.netgear.com/support through another working Internet connection.

2. Click Browse.

3. Navigate to the firmware file.

4. Click Upgrade. A progress bar displays. The reload takes about 5 minutes to complete.

When the firmware recovery is completed, the login screen displays so you can log in.

Chapter 9. Troubleshooting | 151

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

Incorrect Date or Time

Select Security > Schedule to display the current date and time. The wireless modem router
uses the Network Time Protocol (NTP) to obtain the current time from one of several network
time servers on the Internet. Each entry in the log is stamped with the date and time of day.
Problems with the date and time function can include the following:

• Date shown is January 1, 2000. This means the router has not yet successfully reached a

network time server. Check that your Internet access is configured correctly. If you have
just completed configuring the router, wait at least 5 minutes, and check the date and time
again.

• Time is off by one hour. The router does not automatically sense daylight savings time. In

the Schedule screen, select the Adjust for Daylight Savings Time check box.

152 | Chapter 9. Troubleshooting

A. Supplemental Information

This appendix includes the factory default settings and technical specifications for the
N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700, and
instructions for wall-mounting the unit.

This appendix contains the following sections:

• Factory Settings

• Technical Specifications

A

Appendix A. Supplemental Information | 153

N600 Wireless Dual Band Gigabit ADSL2+ Modem Router DGND3700 User Manual

Factory Settings

You can return the wireless modem router to its factory settings. On the bottom of the
wireless modem router, use the end of a paper clip or some other similar object to press and
hold the Restore Factory Settings button
router resets, and returns to the factory settings.
configuration settings shown in the following table.

Table 22. Factory Settings Description

Feature Default Behavior
Router Login

User Login URL http://www.routerlogin.net or http://www.routerlogin.com
User Name (case-sensitive) admin
Login Password (case-sensitive) password

Internet Connection

for at least 7 seconds. The wireless modem

Your device will return to the factory

WAN MAC Address Use default address
WAN MTU Size 1492
Port Speed AutoSense

Local Network (LAN)

Lan IP 192.168.0.1
Subnet Mask 255.255.255.0
RIP Direction None
RIP Version Disabled
RIP Authentication None
DHCP Server Enabled
DHCP Starting IP Address 192.168.0.2
DHCP Ending IP Address 192.168.0.254
DMZ Disabled
Time Zone GMT
Time Zone Adjusted for Daylight Saving

Time

Disabled

SNMP Disabled

154 | Appendix A. Supplemental Information