Troubleshooting an Internet Connection through a Wireless Router

  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 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 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.
  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.
  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.

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

  1. Check the 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.

Verify the Modem's Connection to the Internet

  1. Check the LEDs on the 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 the cable or DSL modem is connected to the wall jack.
  3. Restart the cable or DSL modem. See the documentation for your modem for information on how to restart the modem.
  4. After the LEDs on the modem have stabilised, 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.
  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 the modem or Internet connection.

 

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