General Troubleshooting for Routers:

Before starting:
How many lights are working in front of the router?
What is the Symbol of working LEDs?
What is the color of the working LEDs?

Unable to Access Router GUI:

1. Ask Cx if he/she can hardwired a computer directly to the router (must be LAN port or yellow Port).
2. Ask Cx if he can detect the Wi-Fi – Also check if the Wi-Fi LED is working, if not press the Wi-Fi on/off button to turn on if the
router has it. Verify if the Wi-Fi password is correct. Check for error message as Cx connects to the Wi-Fi.
3. Ask Cx if he can go to router.asus.com or 192.168.1.1.
4. Ask Cx to hardwired a computer to the modem (if MAC system, ask if he can wirelessly connect into other internet source) so he
can download the device discovery.
5. If all of the process still fails to access the router, escalate to L2.

Can access the Router GUI but Cx is unable to sign-in to the Router sign-in page:

1. Ask Cx to check first if he can access the router GUI using the methods for Unable to Access Router GUI.
2. Ask Cx to use admin/admin, admin/asus1234 or admin/[Wi-Fi password]. Also ask if Cx already configured the router before.
3. Ask Cx to do a factory reset the router then assist Cx in configuring the router Settings. Test connection.
4. If settings won’t save, the router goes into a GUI loop or test connection fails, Need to escalate to L2

Slow Internet/Dropping of connection/No wireless detection for wireless/wired network:

1. Ask Cx to connect the computer hardwired to the modem then test connection. If slow connection, contact the ISP
2. Ask Cx to connect to the router GUI using the method Unable to Access Router GUI.
3. Ask Cx if the firmware of the router has been updated. Need to recheck update. Ask Cx the firmware version before or after the
firmware update.
4. Ask Cx the following depending on the router condition: (Test connection after)
4.1. For wireless network: change the control channel and if possible, the wireless mode of the router for 2.4GHz and/or 5GHz
4.2. For wired network: configure the LAN settings Jumbo frame into Enable.
5. If everything fails, escalate the case to TSD with the feedback form process from the router GUI. If no feature on the router,
manual send the feedback form on his email.

PCE and USB Wireless Adapters are having Slow Internet/Dropping of connection/No wireless detection for wireless connection:

1. Ask Cx to install, reinstall or update drivers. Accept the system restart when the driver ask for the restart.
2. Follow the instructions given for Slow Internet/Dropping of connection/No wireless detection for wireless/wired network.
3. If everything else failed. Escalate to L2.

No internet connection passing through the router:

1. Ask Cx if the modem has router capabilities. If it is, ask if the router is already on bridge mode. If not yet on bridge mode,
contact ISP.
2. Ask Cx to connect a computer hardwired to the modem (if it does not have router capability) directly then test connection. If no
internet connection, contact ISP.
3. If there is an internet connection from the modem:
3.1. If WAN LED is color blue: Do sequential power cycle on both the modem and the router.
3.2. If WAN LED is color blue: Click on the MAC clone to generate MAC address then apply settings. Do a sequential power cycle
after.
3.3. IF WAN LED is color red: Go to the DHCP Query Frequency and choose on Normal Mode. Test Connection.
3.4. If everything else fails, Escalate to L2