Troubleshooting an Internet Connection through a Wireless DSL Gateway
For the purpose of this troubleshooting procedure, a wireless DSL gateway is a device that combines the functions of a wireless router with those of a DSL modem.
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.
The following procedures cover troubleshooting for each of the connections between your computer and the Internet:
Verify the Wireless Adapter's Connection to the Gateway
Try to access the gateway's configuration interface. If you can access the gateway's configuration pages, try again to access the Internet.
If you can connect to the gateway's configuration pages: The problem is not in the connection between the wireless adapter and the gateway. Go to "Verify the Gateway's Connection to the Internet".
If you cannot connect to the gateway's configuration pages:
Try a wired connection between the computer and the gateway:
Connect an Ethernet cable between the computer's LAN port and a LAN port on the gateway. Ensure that the corresponding LAN LED on the gateway is lit.
Try to access the Internet with the wired connection.
If you can connect to the gateway's configuration pages: The problem is in the wireless adapter or its connection to the gateway. Go to Step B.
If you cannot connect to the gateway's configuration pages: The problem is in the gateway. You can continue troubleshooting with the wired connection. Go to Step 2.
Go to the status information of the gateway 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 gateway.
Make sure that the gateway allows wireless connections and is set to broadcast its Network Name.
Determine whether the gateway 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 gateway's MAC filtering list.
Disconnect the computer from the gateway and re-establish the wireless connection to the gateway.
Try again to access the gateway's configuration pages.
If you cannot connect to the gateway's configuration pages:
continue with Step 2 of this procedure.
Reset the gateway. If the gateway has a Reset button, follow the instructions of the gateway manufacturer for using the button to reset the gateway; otherwise, reboot the gateway by disconnecting and then reconnecting its power supply.
If you cannot connect to the gateway's configuration pages: Restore the gateway to the
factory default settings.
Note: When you restore the factory defaults, all your current settings of the gateway will be lost and you will have to repeat the installation of the gateway.
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 gateway.
Try again to access the gateway's configuration pages.
If you can connect to the gateway's configuration pages: Repeat the installation procedure for the gateway.
If you cannot connect to the gateway's configuration pages: The problem is in the gateway. See the gateway's documentation to correct the problem.
Verify the Gateway's Connection to the Internet
In the gateway's configuration pages, find the WAN status information and verify that the gateway has a WAN IP address. This IP address indicates whether the gateway 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 gateway 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 gateway.
If the gateway 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 gateway does not have a WAN IP address: Try to acquire a WAN IP address as follows:
Reset the gateway. If the gateway has a Reset button, follow the instructions of the gateway manufacturer for using the button to reset the gateway; otherwise, reboot the gateway by disconnecting and then reconnecting its power supply.
In the gateway's configuration pages, verify that the gateway has a WAN IP address.
If the gateway still does not have a WAN IP address, verify the gateway's Internet connection information. You may be required to enter the login information your ISP provided.
Refresh the status information and verify that the gateway has a WAN IP address.
If the gateway 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 gateway's does not have a WAN IP address: Restore the gateway to the factory default settings.
Note: When you restore the factory defaults, all your current settings of the gateway will be lost and you will have to repeat the installation of the gateway.
If the gateway 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.