ADSL2+ Modem/Router + Wi-Fi: Troubleshooting Guide

ADSL2+ Modem/Router + Wi-Fi
Troubleshooting Guide
2006 by UTSTARCOM.
All Rights Reserved
Confidential and Proprietary
ADSL2+ Troubleshooting Guide
Copyright
DCN: 02-575-722-016
Revision: A
2006 by UTSTARCOM.
All Rights Reserved. Confidential & Proprietary
Page 2 of 11
Table of Contents
1
INTRODUCTION .............................................................................................................................................4
1.1
1.2
1.3
1.4
1.5
Purpose .................................................................................................................................................4
Scope.....................................................................................................................................................4
Definitions ..............................................................................................................................................4
Acronyms...............................................................................................................................................5
Document Organization.........................................................................................................................5
TROUBLESHOOTING ....................................................................................................................................6
2.1
2.1.1
2.2
2.2.1
2.3
2.3.1
2.4
2.4.1
2.5
2.5.1
2.6
2.6.1
2.7
2.7.1
2.8
2.8.1
2.9
2.9.1
2.9.2
2.9.3
2.10
Problems Starting Up the Modem .........................................................................................................6

Troubleshooting the Start-Up of Your Modem ..................................................................................6
Problems with the LAN LED ..................................................................................................................6
Troubleshooting the LAN LED ..........................................................................................................6
Problems with the DSL LED ..................................................................................................................6
Troubleshooting the DSL LED ..........................................................................................................6
Problems with the LAN Interface ...........................................................................................................7
Troubleshooting the LAN Interface ...................................................................................................7
Problems with the WAN Interface .........................................................................................................7
Troubleshooting the WAN Interface ..................................................................................................7
Problems with Internet Access ..............................................................................................................8
Troubleshooting Internet Access.......................................................................................................8
Problems with the Password .................................................................................................................8
Troubleshooting the Password..........................................................................................................8
Problems with the Web Configurator.....................................................................................................9
Troubleshooting the Web Configurator .............................................................................................9
Troubleshooting TCP/IP Related Problem. ...........................................................................................9
How do I check the connectivity from my PC to my ADSL Router? .................................................9
I can ping the Modem from my PC, but I cannot access the Modem WEB interface? ...................10
I can ping the ADSL Router but I still cannot browse the Internet. .................................................10
Flow Chart for troubleshooting the ADSL Connection ........................................................................10
2006 by UTSTARCOM.
Page 3 of 11
1 Introduction
This document helps in troubleshooting of ADSL 2+ Modem/Router with/without Wi-Fi.
1.1 Purpose
The purpose of this document is to help the user in troubleshooting ADSL2+
Modem/Router with/without Wi-Fi.
1.2
Scope
The scope of this document is limited to the troubleshooting of ADSL2+ Modem/Router
with/without Wi-Fi.
1.3
Definitions
ADSL
ADSL stands for Asymmetric Digital Subscriber Line. ADSL offers a

broadband connection technology. This technology uses existing
copper wires installed for telephone systems. Through the use of a
wide range of frequencies, ADSL can deliver speeds up to 40 times
faster then standard modem circuits.
DSL
(Digital Subscriber Line) is a technology for bringing high-bandwidth

information to homes and small businesses over ordinary copper
telephone lines
Broadband
Broadband is a term used to refer to high speed data transmission

services, including ADSL, SDSL, and cable internet. Widespread take
up of ADSL broadband is encouraging businesses to use new
technologies such as internet videoconferencing and telephony, real
time booking systems, and stock control.
Ethernet
Ethernet is large and diverse family of frame-based computer

networking technologies for local area networks (LANs). It defines a
number of wiring and signaling standards.
2006 by UTSTARCOM.
Page 4 of 11
1.4
1.5
Acronyms
ADSL
Asymmetric Digital Subscriber Line
DSL
Digital Subscriber Line
LAN
Local Area Network
LED
Light Emitting Diode
PPPoE
Point to Point Protocol over Ethernet
TCP/IP
Transmission Control Protocol/Internet Protocol
WAN
Wide Area Network
Document Organization
This document is organized into the following sections:
The Introduction section details the purpose, scope, definitions, acronyms, and
document organization of this document.
The Troubleshooting section explains different kinds of problems and the actions
to be taken.
2006 by UTSTARCOM.
Page 5 of 11
2 Troubleshooting
2.1
2.1.1
Problems Starting Up the Modem

Troubleshooting the Start-Up of Your Modem
PROBLEM
CORRECTIVE ACTION
None of the LEDs turn on
Make sure that the Modems power adaptor is connected
when I switch on the
to the Modem and plugged in to an appropriate power
Modem.
source. Check that the Modem and the power source are
both turned on.
Turn the Modem off and on.
If the error persists, you may have a hardware problem.

In this case, you should contact your Service provider.
2.2
2.2.1
Problems with the LAN LED

Troubleshooting the LAN LED
PROBLEM
CORRECTIVE ACTION
The LAN LEDs do not turn

on.
Check your Ethernet cable connections.
Check for faulty Ethernet cables.
Make sure your computers Ethernet card is working

properly.
2.3
2.3.1
Problems with the DSL LED

Troubleshooting the DSL LED
PROBLEM
The DSL LED is off.
CORRECTIVE ACTION
Check the telephone wire and connections between the

Modem DSL port and the wall jack.
2006 by UTSTARCOM.
Make sure that the telephone company has checked

Page 6 of 11

your phone line and set it up for DSL service.
Remove your ADSL line from the modem and reinsert

back to reinitialize the link to the DSLAM.
If the error persists, you may have a hardware problem.

In this case, you should contact your Service provider.
2.4
2.4.1
Problems with the LAN Interface

Troubleshooting the LAN Interface
PROBLEM
I cannot access the
CORRECTIVE ACTION
refer to the Problems with the LAN LED section.
Modem from the LAN.

I cannot ping any
If the 10M/100M LEDs on the front panel are both off,
Make sure that the IP address and the subnet mask of

the Modem and your computer(s) are on the same
Computer on the LAN.
subnet.
2.5
2.5.1
Problems with the WAN Interface

Troubleshooting the WAN Interface
PROBLEM
I cannot get a WAN IP
CORRECTIVE ACTION
address From the ISP.
The
ISP
provides
the
WAN
IP
address
after
authenticating you. Authentication may be through the

user name and password, the MAC address or the host
name.
The username and password apply to PPPoE and

PPPoA encapsulation only. Make sure that you have
entered the correct Service Type, User Name and
Password (be sure to use the correct casing.
2006 by UTSTARCOM.
Page 7 of 11
2.6
2.6.1
Problems with Internet Access

Troubleshooting Internet Access
PROBLEM
I cannot access the
CORRECTIVE ACTION
Internet.
Make sure the Modem is turned ON and connected to

the network.
If the DSL LED is OFF, refer to the Problems with the

DSL LED section.
Internet connection
Disconnects
Verify your WAN settings.
Make sure you entered the correct user name and

password.
If you use PPPoE pass through, make sure that bridge is

turned on.
For wireless stations, check that both the Modem and

wireless station(s) are using the same SSID, channel,
WEP keys (if WEP encryption is activated) and
authentication method.
Check the schedule rules.
If you use PPPoA or PPPoE encapsulation, check the

idle time-out setting.
2.7
2.7.1
Contact your ISP.
Problems with the Password

Troubleshooting the Password
PROBLEM
I cannot access the
CORRECTIVE ACTION
Modem.
The username is admin. The default password is

admin. The Password and Username fields are casesensitive. Make sure that you enter the correct password
and username using the proper casing.
If you have changed the password and have now

forgotten it, you will need to upload the default
configuration file. This restores all of the factory defaults
including the password.
2006 by UTSTARCOM.
Page 8 of 11
2.8
2.8.1
Problems with the Web Configurator

Troubleshooting the Web Configurator
PROBLEM
I cannot access the web
CORRECTIVE ACTION
configurator.
Check that you have enabled web service access. If you

have configured a secured client IP address, your
computers IP address must match it.
For
WAN
access,
you
must
configure
remote
management to allow server access from the Wan (or

all). You must also configure a firewall rule to allow
access from the WAN.
Your computers and the Modems IP addresses must be

on the same subnet for LAN access.
If you changed the Modems LAN IP address, then enter

the new one as the URL.
Also check the settings of your browser and see if the

Proxy option is enabled. If so disable.
2.9
2.9.1
Troubleshooting TCP/IP Related Problem.

How do I check the connectivity from my PC to my ADSL Router?
1. With default configuration ADSL Router functions as a DHCP Server.
2. The default DHCP Address range is 192.168.1.2 192.168.1.254.
3. The Management IP for the modem is 192.168.1.1
Use Ping utility to check the connectivity from PC to the ADSL Router. (eg: Ping
192.168.1.1 ) From the PC connected to the modem, you should get a successful ping
reply from the modem.
2006 by UTSTARCOM.
Page 9 of 11
2.9.2
I can ping the Modem from my PC, but I cannot access the Modem WEB
interface?
This could be due to Proxy Server Settings defined in the WEB Browser. Disable
Proxy Server Settings on the WEB Browser.
1. In case of Internet Explorer under
Tools Internet Options
Connections LAN Settings uncheck the Use a Proxy Server for your
LAN option.
2. In case of Netscape communicator this will be under Edit preferences
advanced Settings proxies
3. In case of Mozilla this will be under Tools Options general. Choose
direct connection to the Internet option.
2.9.3
I can ping the ADSL Router but I still cannot browse the Internet.
1. DNS entries: - This can be due to the problem with the DNS Entries, assign the
DNS entries under Network properties TCP/IP. Assign the DNS entries
provided by the ISP.
2. Please refer to the section 2.
2006 by UTSTARCOM.
Page 10 of 11
2.10 Flow Chart for troubleshooting the ADSL Connection
Start
Problem with Internet

Connectivity
Yes
Is the Problem with

Cable ?
Rectify the
Problem and
Check
Is the
Problem
resolved
No
No
Is the PC getting
DHCP Address?
Problem with
DHCP Server
on Modem.
Check the
settings on
Modem
Yes
Is Power on
ADSL Modem
OK ?
No
Check the DC
Adapter and
the AC Power
End
Yes
Could be problem
from the Provider
End. Open a
Trouble Ticket with
the Provider
2006 by UTSTARCOM.
Correspond
with the
Provider to
Fix the
Problem
Page 11 of 11

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ADSL2+ Troubleshooting Guide

ADSL2+ Troubleshooting Guide

Problems Starting Up the Modem .........................................................................................................6

ADSL2+ Troubleshooting Guide

ADSL stands for Asymmetric Digital Subscriber Line. ADSL offers a

(Digital Subscriber Line) is a technology for bringing high-bandwidth

Broadband is a term used to refer to high speed data transmission

Ethernet is large and diverse family of frame-based computer

ADSL2+ Troubleshooting Guide

Asymmetric Digital Subscriber Line

Digital Subscriber Line

Local Area Network

Light Emitting Diode

Point to Point Protocol over Ethernet

Transmission Control Protocol/Internet Protocol

Wide Area Network

ADSL2+ Troubleshooting Guide

Problems Starting Up the Modem

None of the LEDs turn on

Make sure that the Modems power adaptor is connected

when I switch on the

to the Modem and plugged in to an appropriate power

Turn the Modem off and on.

If the error persists, you may have a hardware problem.

Problems with the LAN LED

The LAN LEDs do not turn

Check your Ethernet cable connections.

Check for faulty Ethernet cables.

Make sure your computers Ethernet card is working

Problems with the DSL LED

Check the telephone wire and connections between the

Make sure that the telephone company has checked

ADSL2+ Troubleshooting Guide

Remove your ADSL line from the modem and reinsert

If the error persists, you may have a hardware problem.

Problems with the LAN Interface

refer to the Problems with the LAN LED section.

Modem from the LAN.

If the 10M/100M LEDs on the front panel are both off,

Make sure that the IP address and the subnet mask of

Computer on the LAN.

Problems with the WAN Interface

address From the ISP.

authenticating you. Authentication may be through the

The username and password apply to PPPoE and

ADSL2+ Troubleshooting Guide

Problems with Internet Access

Make sure the Modem is turned ON and connected to

If the DSL LED is OFF, refer to the Problems with the

Verify your WAN settings.

Make sure you entered the correct user name and

If you use PPPoE pass through, make sure that bridge is

For wireless stations, check that both the Modem and

Check the schedule rules.

If you use PPPoA or PPPoE encapsulation, check the

Contact your ISP.

Problems with the Password

The username is admin. The default password is

If you have changed the password and have now

ADSL2+ Troubleshooting Guide

Problems with the Web Configurator

Check that you have enabled web service access. If you