Troubleshooting an Internet Connection through an Access Point

1. Complete the "Basic Troubleshooting Procedure" section on the main Troubleshooting page.
2. Run the USRobotics Network Test from the Troubleshooting folder on the USRobotics Installation CD-ROM.

   If you run the USRobotics Network Test, follow the instructions in the utility, and still cannot connect to the Internet, manually step through the remaining procedures below.

3. The following procedures cover troubleshooting for each of the connections between your computer and the Internet:

   1. Verify wireless adapter's connection to the access point. If your adapter cannot communicate with the access point, your computer cannot access the Internet.
   2. Verify the router's connection to the Cable or DSL modem. Your router must be communicating with the modem.
   3. Verify the modem's connection to the Internet. Your Internet connection must be up and functioning.

Verify the Wireless Adapter's Connection to the Access Point

1. Try to access the access point's configuration interface. If you can access the configuration pages, try again to access the Internet.

   • If you can connect to the access point's configuration pages: The problem is not in the connection between the wireless adapter and the access point. Go to"Verify the Router's Connection to the Cable or DSL Modem".

   • If you cannot connect to the access point's configuration pages:
   1. Try a wired connection between the computer and the router.
      1. Connect an Ethernet cable between your computer's LAN port and a LAN port on the router. Ensure that the corresponding LAN LED on the router is lit.
      2. Release and renew your wired adapter's network connection.
      3. Try to access the access point's configuration pages with the wired connection.
         • If you can connect to the access point's configuration pages: The problem is in the wireless adapter or its connection to the access point. Go to Step B.
         • If you cannot connect to the access point's configuration pages: The problem is in the access point. Go to Step E.
   2. Go to the status information of the access point and verify that the wireless adapter is using the correct Network Name (SSID) and that the wireless security settings of the wireless adapter match those of the access point.
   3. Make sure that the access point is set to broadcast its Network Name.
   4. Determine whether the access point has a MAC filter enabled. If the filter is set to allow only specific devices, add the MAC address of the wireless adapter to the access point's MAC filtering list.
   5. Disconnect the computer from the router and re-establish the wireless connection from your computer to the access point.
2. Reset the access point. If the access point has a Reset button, follow the instructions of the access point manufacturer for using the button to reset the access point; otherwise, reboot the access point by disconnecting and then reconnecting its power supply.
   1. Wait for the LEDs on the access point to stabilise.
   2. Release and renew the adapter's network connection.
3. Try again to access the access point's configuration pages. If you can access the access point's configuration pages, try again to access the Internet.
   • If you can connect to the configuration pages but not the Internet: The problem is not in the connection to the access point. Go to "Verify the Router's Connection to the Cable or DSL Modem".
   • If you cannot connect to the configuration pages: Restore the access point to the factory default settings.

     Note: When you restore the factory defaults, all your current settings of the access point will be lost and you will have to repeat the installation of your access point.

4. Set the Network Name (SSID) and security settings of the wireless adapter to match the factory default settings of the access point.
5. Try again to access the access point's configuration pages. If you can access the access point's configuration pages, try again to access the Internet.
   • If you can connect to the configuration pages but not the Internet: The problem is not in the connection to the access point. Go to "Verify the Router's Connection to the Cable or DSL Modem".
   • If you cannot connect to the configuration pages: Contact the customer support department of the access point's manufacturer.

Verify the Router's Connection to the Cable or DSL Modem

1. Check your cable or DSL modem's power and status LEDs to verify that the modem is powered on and connected to the Internet. Refer to your modem's documentation for information on its LEDs.
2. In the router's configuration pages, find the WAN status information and verify that the router has an IP address (such as 235.42.181.5). This IP address indicates whether the router is communicating with the cable or DSL modem.
   • If the router has an IP address: Go to "Verify your modem's connection to the Internet".
   • If the router does not have an IP address:
     1. Reboot the router.
     2. In the router's configuration pages, refresh the WAN status information and verify that the router has an IP address.
     3. If there is still no IP address, verify the router's Internet connection information. If you have a DSL modem, you may be required to enter the login information your ISP provided.

        Note: If your ISP uses a static WAN protocol, make sure that the WAN IP address of the router is the one that is provided by your ISP or is in the same subnet as the device that is connected to the WAN port of the router.

     4. Refresh the Status page and verify that the router has an IP address.
     5. If the router cannot obtain a WAN IP address, the problem is most likely in the cable or DSL modem or your ISP. Go to "Verify your modem's connection to the Internet".

Verify the Modem's Connection to the Internet

1. Check the LEDs on your cable or DSL modem to determine if the cable or DSL modem is connected to the Internet. See the documentation for modem for information on the LEDs.
2. Verify that your cable or DSL modem is connected to your wall jack.
3. Restart your cable or DSL modem. See the documentation for your modem for information on how to restart your modem.
4. After the LEDs on the modem have stabilised, reset the router. If your router has a Reset button, follow the instructions of the router manufacturer for using the button to reset the router; otherwise, reboot the router by disconnecting and then reconnecting its power supply.
5. Restart your computer.
6. After the LEDs on the router and DSL or cable modem have stabilised, try to access the Internet again.

   If you still cannot access the Internet: The problem is in the cable or DSL modem or your ISP. Contact the customer support department of your ISP to determine whether there is a problem with your modem or Internet connection.

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