Netgear C6250 Ac1600 Wifi Cable Modem Router User Manual

							Diagnostics and Troubleshooting 181
 AC1600 WiFi Cable Modem Router
Perform Diagnostics
The modem router lets you perform various diagnostic tasks. For normal o\
peration, these 
tasks are not required.
Ping an IP Address
Use this test to send a ping packet request to an IP address to test the\
 connection. If the 
request times out because no reply is received, the destination might be\
 unreachable. 
However, some network devices can be configured not to respond to a ping.
To ping an IP address:
1.  Launch an Internet browser from a computer or WiFi device that is connec\
ted to the 
network. 
2.  T
ype  http://www.routerlogin.net .
A login window opens.
3.  T
ype  admin for the user name and type your password.
If you did not yet personalize your password, type  password for the password.
4.  Click the  OK button. 
The BASIC Home page displays.
5.  Select  ADV
 ANCED > Administration > Diagnostics.
By default, Ping is selected from the Utility menu.
6.  Enter the ping settings. 
						

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AC1600 WiFi Cable Modem Router 
The following table describes the fields for the ping settings on the Di\
agnostics page.
FieldDescription
Target Enter the IP address of the device that you want to ping.
Ping Size (in bytes) Enter the size of the ping packet. By default, the packet size is 64 byt\
es.
No. of Pings Enter the number of times that the IP address is pinged. By default, the\
 ping is sent 
three times.
Ping Interval (in ms) Enter the interval between the consecutive pings. By default, the interv\
al is 1000 ms.
7. Click the  Start Test button.
The Results field displays the results of the ping test.
8.  If the test does not complete, click the  Abort T
 est button and try again.
9.  T
o refresh the results in the Results field,  click the REFRESH button at the bottom of the 
field.
10.  T
o remove all information from the Results field, click the  Clear Results button.
Trace a Route
Use this test to trace a route to an IP address or host name to test the\
 connection. If you use 
a host name, you can also use this test to resolve the name to an IP add\
ress. If the request 
times out because no reply is received, the destination might be unreach\
able. However, 
some network devices can be configured not to respond to a traceroute re\
quest.
To trace a route:
1. Launch an Internet browser from a computer or WiFi device that is connec\
ted to the 
network. 
2.  T
ype  http://www.routerlogin.net .
A login window opens.
3.  T
ype  admin for the user name and type your password.
If you did not yet personalize your password, type password for the password.
4.  Click the  OK button. 
The BASIC Home page displays.
5.  Select  ADV
 ANCED > Administration > Diagnostics.
The Diagnostics page displays.
6.  From the Utility menu, select  T
 raceroute. 
						

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 AC1600 WiFi Cable Modem Router
7. 
Enter the traceroute settings.
The following table describes the fields for the traceroute settings on \
the Diagnostics  page.
FieldDescription
Target (IP address or  Name) Enter the IP address or host name of the device that you want to trace.
Max Hops Enter the maximum number of hops for the trace. By default, the maximum \
number 
of hops is 30.
Data Size (in bytes) Enter the size of the probe packet. By default, the probe packet size is\
 32 bytes.
Base Port Enter the port from which the probe packet is sent. By default, the port\
 number is 
33434.
Resolve Host If you enter a host name, specify whether the name is resolved to an IP \
address by 
selecting one of the following options from the  Resolve Host menu:
•  Off. The 
 name is not resolved to an IP address.
•  On. The 
 name is resolved to an IP address.
8. Click the  Start Test button.
The Results field displays the results of the ping test. 
Note: By default, after 30 hops, a traceroute times out.
9.  T
o refresh the results in the Results field,  click the REFRESH button at the bottom of the 
field.
10.  T
o remove all information from the Results field, click the  Clear Results button. 
						

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AC1600 WiFi Cable Modem Router 
Quick Tips for Troubleshooting
The following table includes tips for troubleshooting some common proble\
ms. 
Table 5.  Quick tips for troubleshooting
ProblemPossible Solution
Your network is unresponsive  or does not function normally
 .Restart your network:
1.
T
urn off the modem router.
2.T
urn on the modem router
3. W
ait two minutes.
Your cannot connect over an  Ethernet cable to the modem 
router. • 
Make sure that the Ethernet cables are securely plugged in.
•  Make sure that your computer or device does not use a static IP address \
but is configured to receive an IP address automatically with DHCP

. (For 
most devices, DHCP is the default setting.)
You cannot connect over WiFi  to the modem router. • 
Make sure that the WiFi settings in your WiFi device and modem router 
match exactly

.
•  Make sure that your WiFi device supports the security that you are using\
 
for your WiFi network (WEP

, WPA, or WPA2). For information about WiFi 
security settings, see  Manage the Basic WiFi Settings and WiFi Security of 
the Main Network  on page  36.
•  Make sure that the modem router is not too far from your WiFi device or \
too 
close:
-  Move your WiFi device near the modem router but at least 6 feet 
(1.8   meters) away and see if the signal strength improves.
-   Make sure that the WiFi signal is not blocked by objects between the 
modem router and your WiFi device.
•  Make sure that the WiFi LED for the 2.4 GHz radio or 5 GHz radio that yo\
u 
want to connect to is not of

f.
•  Make sure that the modem router’
 s SSID broadcast is not disabled.
•  Make sure that your WiFi device does not use a static IP address but is \
configured to receive an IP address automatically with DHCP

. (For most 
devices, DHCP is the default setting.) For a device that is connected over WiFi, the WiFi network name (SSID)\
 
and WiFi security settings of the modem router and WiFi computer must 
match exactly

. The default SSID and password are on the product label (see 
Product Label on page  23).
If WiFi LED for a radio is off, the WiFi radio might be disabled. For more 
information about the WiFi radios, see Control the W
 iFi Radios on 
page  155.
If the modem router’s SSID broadcast is disabled, the WiFi network name is 
hidden and does not display in your WiFi device’
 s scanning list. To connect 
to a hidden network, you must enter the network name and the WiFi 
password. For more information about the SSID broadcast, see  Manage the 
Basic WiFi Settings and WiFi Security of the Main Network on page  36. 
						

							Diagnostics and Troubleshooting 185
 AC1600 WiFi Cable Modem Router
Troubleshoot with the LEDs
When you turn on the power, the LEDs light as described here:
1. 
When power is first applied, the Power LED 
 lights red for a second and then turns 
green.
2.  After about 15 seconds, the Downstream LED 
, Upstream LED , and Internet 
LED 
 start blinking green.
3.  After about 35 seconds, the 2.4 GHz LED 
 lights green.
4.  After about 45 seconds, the 5 GHz LED 
 lights green.
5.  When the modem router establishes external connections, the following oc\
curs:
• After the modem router establishes a downstream connection, the Downstre\
am 
LED
 
 lights solid amber or solid green.
• After the modem router establishes an upstream connection, the Upstream \
LED 
 
lights solid amber or solid green.
• After the modem router establishes an Internet connection, the Internet \
LED 
 
lights solid green. At this point, the  modem router is ready for use.
Note: Whether the Ethernet LED 
 lights depends on whether an Ethernet 
device is connected to the modem router.
Power LED Is Off
If the Power LED   and other LEDs are off when your modem router is turned on, do the 
following:
• Check that the power cord is correctly connected to your modem router an\
d that the 
power supply adapter is correctly connected to a functioning power outle\
t. 
• Check that you are using the 12 VDC 2.5A power adapter that NETGEAR supp\
lied for 
this product.
If the error persists, a hardware problem might exist. For recovery inst\
ructions or help with a 
hardware problem, contact technical support at netgear.com/support .
Power LED Is Red
When the modem router is turned on, the Power LED  lights red for one second and then 
turns green. If the Power LED does not turn green, a fault exists within\
 the modem router. In 
this situation, turn the power of
 f and on to see if the modem router recovers. If the Power LED 
still does not turn green, do the following:
• T
urn the power off and on one more time to see if the modem router recovers.
• Clear the modem router’
 s configuration to factory defaults (see  Return the Modem Router 
to Its Factory Default Settings on page  11 3). This sets the modem router’s IP address to 
192.168.0.1. 
						

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AC1600 WiFi Cable Modem Router 
If the error persists, an unrecoverable firmware or hardware problem occ\
urred. For recovery 
instructions or help with a hardware problem, contact technical support.\
If the Power LED turns red in any other situation, the modem router beca\
me overheated and 
entered thermal cutof

f mode. In this situation, do the following:
1.  T
urn the power off.
2.  Let the  modem router cool.
Move the modem router away from heat sources (such as a TV, DVD player, or speakers) 
and keep it vertical in open air
 .
3.  After the modem router cooled, t urn the power on.
WiFi LED Is Off
If a WiFi LED stays off, the associated WiFi radio in the modem router is off. For information 
about turning on the WiFi radio, see Control the WiFi Radios  on page
  155.
If you turn on the 2.4 GHz WiFi radio, the 2.4 GHz WiFi LED 
 lights green.
If you turn on the 5 GHz WiFi radio, the 5 GHz WiFi LED 
 lights green.
Ethernet LED Is Off
If the Ethernet LED   does not light when you connect a device, check the following:
• The Ethernet cable connections are secure at the modem router and at the\
 device.
• The power is turned on to the connected device.
• Y
ou are using the correct cable.
You Cannot Log In to the Modem Router
If you are unable to log in to the modem router from a computer on your \
local network and 
use the web management interface, check the following:
• If you are using an Ethernet-connected computer
 , check the Ethernet connection 
between the computer and the modem router.
• If the computer is set to a static or fixed IP address (this setting is\
 uncommon), either 
change the computer to obtain an IP address automatically from the modem\
 router 
through DHCP

, or change the IP address of the computer to a static or fixed IP addre\
ss in 
the 192.168.0.2–192.168.0.254 range.
• Make sure that your computer can reach the modem router’
 s DHCP server. Recent 
versions of Windows and Mac OS generate and assign an IP address if the \
computer 
cannot reach a DHCP server. These autogenerated addresses are in the range of 
169.254.x.x. If your IP address is in this range, check the connection f\
rom the computer 
to the modem router and reboot your computer. 
						

							Diagnostics and Troubleshooting 
187  AC1600 WiFi Cable Modem Router
•If your modem router’s IP address was changed and you do not know the current IP 
address, use an IP scanner application to detect the IP address. If you still cannot find the 
IP address, clear the modem router’s configuration to factory defaults. This sets the 
modem router’s IP address to 192.168.0.1. For more information, see 
Return the Modem 
Router to Its Factory Default Settings on page 11 3 and Factory Default Settings on 
page 195.
•Make sure that Java, JavaScript, or ActiveX is enabled in your browser. If you are using 
Internet Explorer, click the Refresh button to be sure that the Java applet is loaded.
•Try quitting the browser and launching it again.
•Make sure that you are using the correct login information. The user name is admin, and 
the default password is password. Make sure that Caps Lock is off when you enter this 
information.
•If you are attempting to set up your modem router behind an existing router in your 
network, turn on router mode to enable the modem router to function as a bridge to the 
router (see 
Cable the Modem Router to a Router and Use Bridge Mode on page 17).
View and Manage the Event Log
The event log is a detailed record of events that occur between the modem router and the 
cable service provider’s cable modem termination system (CMTS). Such events include 
firmware downloads, DOCSIS time-outs, WiFi channel changes, and login authentications to 
the CMTS.
The event log might help your cable service provider to troubleshoot problems and isolate 
faults that might occur. Technical support might ask about events that are listed in the event 
log.
To view or clear the event log:
1. Launch an Internet browser from a computer or WiFi device that is connected to the 
network. 
2. Type http://www.routerlogin.net.
A login window opens.
3. Type admin for the user name and type your password.
If you did not yet personalize your password, type password for the password.
4. Click the OK button. 
The BASIC Home page displays.
5. Select ADVANCED > Administration > Event Log. 
						

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AC1600 WiFi Cable Modem Router 
The Event Log page displays a table that shows, for each event, the time\
 that the event 
occurred, the priority of the event (0 being the highest priority and 6\
 the lowest), and a 
detailed description.
The previous figure show an event with priority 3 that occurs when the m\
odem router  cannot synchronize its time with a server
 .
6.  T
o refresh the page, click the  Refresh button.
The information onscreen is updated.
7.  T
o clear the log entries, click the  Clear Log button.
All entries are removed from the table.
Troubleshoot the Internet Connection
If your modem router cannot access the Internet, check the cable connect\
ion.
Troubleshoot the Cable Link
If your modem router is unable to access the Internet, first determine w\
hether the cable link 
with the service provider is working. The  Downstream LED 
 and Upstream LED ) 
indicate the state of this connection. 
						

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 AC1600 WiFi Cable Modem Router
Downstream and Upstream LEDs Are Amber or Green
If the Downstream and Upstream LEDs light solid amber or solid green (o\
r one LED lights 
solid green and the other lights solid amber), the cable connection is \
good. You can be 
confident that the service provider connected your line correctly and th\
at your wiring is 
correct.
The Downstream LED or Upstream LED Is Blinking Green
If the Downstream LED is blinking green, the modem router is attempting \
to make a 
downstream cable connection (which allows you to receive information) \
with the service 
provider.
If the Upstream LED is blinking green, the modem router is attempting to\
 make an upstream 
cable connection (which allows you to send information) with the servi\
ce provider

. 
If the modem router establishes a cable connection, the Downstream and U\
pstream LEDs 
turns solid amber or solid green (or one LED lights solid green and the\
 other lights solid 
amber). 

This connection process generally lasts several minutes.
Downstream and Upstream LEDs Are Off
If both the Downstream and Upstream LEDs are off, the modem router cannot get a 
connection with your cable Internet provider.
Make sure that you cabled the modem router correctly (see Cable the Modem Router on 
page  14). If the cabling is correct but the modem router cannot get a connecti\
on, contact your 
cable Internet provider.
Internet LED Is Off
If the Internet LED  is off, the modem router cannot connect to the Internet. Verify the 
following:
• Check that the IP address information for the ISP connection is correct \
(see  View or 
Manually Set Up the IPv4 Internet Settings  on page
  30). In most cases, the ISP assigns 
IP addresses dynamically.
• Check to see if your ISP is experiencing a problem—it might not be th\
at the modem 
router cannot connect to the Internet, but rather that your ISP cannot p\
rovide an Internet 
connection.
Obtain an Internet IP Address
If the modem router cannot access the Internet but the Internet LED  is green, see if the 
modem router can obtain an Internet IP address from the ISP. Unless the modem router is 
assigned a static IP address, the modem router requests an IP address fr\
om the ISP
 . You 
can determine whether the request was successful using the web managemen\
t interface. 
						

							Diagnostics and Troubleshooting 
190 AC1600 WiFi Cable Modem Router 
To check the Internet IP address:
1. Launch an Internet browser from a computer or WiFi device that is connected to the 
network.
2. Type http://www.routerlogin.net.
A login window opens.
3. Type admin for the user name and type your password.
If you did not yet personalize your password, type password for the password.
4. Click the OK button.
The BASIC Home page displays.
5. Select ADVANCED > ADVANCED Home.
The ADVANCED Home page displays.
6. In the Internet Port pane, check that the IP Address field shows a valid IP address.
If the field shows 0.0.0.0, your modem router did not obtain an IP address from your ISP.
If your modem router cannot obtain an IP address from the ISP, check that the IP address 
information for the ISP connection is correct (see 
View or Manually Set Up the IPv4 Internet 
Settings on page 30). In most cases, the ISP assigns IP addresses dynamically.
Troubleshoot Internet Browsing
If your modem router can obtain an IP address but your computer is unable to load any web 
pages from the Internet, it might be for one of the following reasons:
•The traffic meter is enabled, and the limit was reached.
By configuring the traffic meter not to block Internet access when the traffic limit is 
reached, you can resume Internet access (see 
Unblock the Traffic Meter After the Traffic 
Limit Is Reached on page 120). If your ISP sets a usage limit, they might charge you for 
the overage.
•Your computer might not recognize any DNS server addresses. 
A DNS server is a host on the Internet that translates Internet names (such as www 
addresses) to numeric IP
 addresses. Typically your ISP provides the addresses of one or 
two DNS servers for your use. If you entered a DNS address when you set up the modem 
router, reboot your computer and verify the DNS address. Alternatively, you can configure 
your computer manually with DNS addresses, as explained in your operating system 
documentation.
•The modem router might not be configured as the TCP/IP router on your computer.
For information about TCP/IP problems, see TCP/IP Network Not Responding on 
page 192.
If your computer obtains its information from the modem router by DHCP, reboot the 
computer and verify the modem router address.