Troubleshooting an Internet Connection through a Wireless DSL Router

For the purpose of this troubleshooting procedure, a wireless DSL router is a device that combines the functions of a wireless router with those of a DSL modem.

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 the wireless adapter's connection to the router. If your wireless adapter cannot communicate with the router, your computer cannot access the Internet.
   2. Verify the router's connection to the Internet. Your Internet connection must be up and functioning.

Verify the Wireless Adapter's Connection to the Router

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

   • If you can connect to the router's configuration pages: The problem is not in the connection between the wireless adapter and the router. Go to "Verify the Router's Connection to the Internet".

   • If you cannot connect to the router's configuration pages:
     1. Try a wired connection between the computer and the router:
        1. Connect an Ethernet cable between the 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 the wired adapter's network connection.
        3. Try to access the Internet with the wired connection.
           • If you can connect to the router's configuration pages: The problem is in the wireless adapter or its connection to the router. Go to Step B.
           • If you cannot connect to the router's configuration pages: The problem is in the router. You can continue troubleshooting with the wired connection. Go to Step 2.
     2. Go to the status information of the router 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 router.
     3. Make sure that the router allows wireless connections and is set to broadcast its Network Name.
     4. Determine whether the router 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 router's MAC filtering list.
     5. Disconnect the computer from the router and re-establish the wireless connection to the router.
     6. Try again to access the router's configuration pages.
        • If you can connect to the router's configuration pages and still cannot access the internet: Go to "Verify the Router's Connection to the Internet".
        • If you cannot connect to the router's configuration pages: continue with Step 2 of this procedure.

2. Reset the router. If the 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.

   1. Wait for the LEDs on the router to stabilise.
   2. Release and renew the adapter's network connection.
3. Try again to access the router's configuration pages. If you can access the router's configuration pages, try again to access the Internet.
   • If you can connect to the router's configuration pages but not the Internet: The problem is most likely in the connection to the router. Go to "Verify the Router's Connection to the Internet".
   • If you cannot connect to the router's configuration pages: Restore the router to the factory default settings.

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

4. Unless you are troubleshooting with a wired connection, set the Network Name (SSID) and security settings of the wireless adapter to match the factory default settings of the router.
5. Try again to access the router's configuration pages.
   • If you can connect to the router's configuration pages: Repeat the installation procedure for the router.
   • If you cannot connect to the router's configuration pages: The problem is in the router. See the router's documentation to correct the problem.

Verify the Router's Connection to the Internet

In the router's configuration pages, find the WAN status information and verify that the router has a WAN IP address. This IP address indicates whether the router is communicating with the Internet Service Provider (ISP).

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.

• If the router has a WAN IP address: The problem is at the ISP. Contact the customer support department of your ISP to correct the problem.

• If the router does not have a WAN IP address: Try to acquire a WAN IP address as follows:

  1. Reset the router. If the 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.
  2. In the router's configuration pages, verify that the router has a WAN IP address.
  3. If the router still does not have a WAN IP address, verify the router's Internet connection information. You may be required to enter the login information your ISP provided.
  4. Refresh the status information and verify that the router has a WAN IP address.
  • If the router has a WAN IP address: If you still cannot access the Internet, the problem is most likely at the ISP. Contact the customer support department of your ISP to correct the problem.
  • If the router's does not have a WAN IP address: Restore the router to the factory default settings.

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

  5. If the router still cannot obtain a WAN IP address, the problem is most likely at the ISP. Contact the customer support department of your ISP to correct the problem.

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