I am no longer able to access the Internet.

  1. If you can no longer access the Internet, first see the "Basic Troubleshooting Procedure" section on the main Troubleshooting page.
  2. If you are on a computer running Windows, 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. When your computer connects to the Internet using the router, a number of devices have to work together. There are a number of places where the connection from your computer to the Internet might fail.

The following procedure covers the areas where we're going to troubleshooting the connections in your network and the router to figure out where the network problems is:

  1. Verify the wired or wireless adapter can connect 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 Wired or Wireless Adapter Can Connect to the Router

  1. Start a Web browser. In the location or address line type 192.168.2.1 and press ENTER. If you can access the router's configuration pages, try again to access the Internet.

Note: If you have modified the router's IP address, enter the new IP address instead of 192.168.2.1.

Wired connections:

Wireless connections:

        Note: If you have modified the router's IP address, enter the new IP address instead of 192.168.2.1.

        • If you can connect to the router's configuration pages and the internet: The problem is with your wireless adapter. See the documentation for your wireless adapter.
        • If you cannot connect to the router's configuration pages: Go to Step B.
        • If you can connect to the router's configuration pages: Continue with this procedure.
      1. Go to the Status page of the router and verify that the wireless utility for the adapter is using the correct Network Name (SSID) and that the wireless security settings match wireless security settings of the router. See the documentation of your wireless adapter for information on how to find and change your wireless security settings.
      2. On the Wireless page, verify that Allow wireless connections and Broadcast Network name are checked. Click Save at the bottom of the page if you make any changes.
      3. Go to Security page to determine if you have a MAC Filter enabled on your router. If the filter is set to Allow only these devices you need to add the MAC address of the network adapter that cannot connect to the network to the filtering list.
      4. Disconnect the computer from the router and re-establish your wireless connection to the router.
      5. Try again to access the router's configuration pages at 192.168.2.1.
  1. Release and renew your adapter's network connection.

    Windows Vista Users

    1. Click Windows Start.
    2. In the Search box, type Command Prompt and press ENTER.
    3. In the resulting list, right-click Command Prompt and select Run as Administrator.
    4. Type ipconfig /release and press ENTER.
    5. Type ipconfig /renew and press ENTER.

      Your wireless adapter should acquire an IP address (such as 192.168.2.5) from the router.

    6. Type exit and press ENTER.
    7. Go to step B.

    Windows XP, 2000 and NT Users

    1. Click Windows Start > Run.
    2. In the Run dialog box, type cmd and click OK.
    3. Type ipconfig /release and press ENTER.
    4. Type ipconfig /renew and press ENTER.

      Your wireless adapter should acquire an IP address (such as 192.168.2.5) from the router.

    5. Type exit and press ENTER.
    6. Go to step B.

    Windows Me and 98

    1. Click Windows Start > Run.
    2. In the Run dialog box, type command and click OK.
    3. Enter winipcfg and press ENTER.
    4. Press Release.
    5. Press Renew.

      Your wireless adapter should acquire an IP address (such as 192.168.2.5) from the router.

    6. Close the window.
    7. Go to step B.
  2. Try again to access the router's configuration pages at 192.168.2.1. If you can access the router's configuration pages, try again to access the Internet.
    • If the router's configuration pages appear but you still cannot connect to the Internet : The problem is most likely with the connection to your cable or DSL modem. Go to "Verify the Router's Connection to the Cable or DSL Modem".
    • If the router's configuration pages do not appear: You need to restart your router.
      1. With a thin tool, such as a paper clip, briefly press the Reset button on the back of the router for 1 second.

        Note: If you press the Reset button for more than 5 seconds, the router will return to its factory default settings.

      2. Wait about 30 seconds for the LEDs on the router to stabilize.
      3. Release and renew your wireless adapter's network connection information again.
  3. Try again to access the router's configuration pages at 192.168.2.1. If you can access the router's configuration pages, try again to access the Internet.
    • If the router's configuration pages appear but you still cannot connect to the Internet : The problem is most likely with the connection to your cable or DSL modem. Go to "Verify the Router's Connection to the Cable or DSL Modem".
    • If the router's configuration pages do not appear: Restore your router to the factory default settings.

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

    1. With a thin tool, such as a paper clip, press the Reset button on the back of the router for 7 seconds.
    2. Wait about 30 seconds for the LEDs on the router to stabilize.
  4. Try again to access the router's configuration pages at 192.168.2.1.

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, click the Status tab.
  3. Go to the WAN section of the page 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.
    • The router does have an IP address: Go to "Verify your modem's connection to the Internet".
    • The router does not have an IP address:
      1. Press the Reset button on the back of the router for 1 second to reboot the router.
      2. Refresh the Status page and look for the WAN IP address.
      3. If there is still no IP address, click the Internet tab and 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, you will need to make sure 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 look for the WAN IP address.
      5. If the router cannot obtain a WAN IP address, it is likely there is a problem with 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 stabilized, press the Reset button on the back of your router for 1 second to restart your router.

    Note: If you press the Reset button for more than 5 seconds, the router will return to its factory default settings.

  5. Restart your computer.
  6. After the LEDs on the router and DSL or cable modem have stabilized, try to access the Internet again.

If you still cannot access the Internet: The problem is with the cable or DSL modem or your ISP. Contact your ISP's Customer Support to determine if there is a problem with your modem or Internet connection.

 

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