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Using Network Monitoring Tools v1.0, March 2008 Chapter 7 Troubleshooting This chapter provides information about troubleshooting your RangeMax Wireless-N Gigabit Router WNR3500. After each problem description, instructions are provided to help you diagnose and solve the problem. As a first step, please review the Quick Tips. Tip: NETGEAR provides helpful articles, documentation, and the latest software updates at This chapter includes the following sections: • “Troubleshooting Quick Tips” • “Troubleshooting Basic Functions” on page 7-3 • “Troubleshooting the Web Configuration Interface” on page 7-4 • “Troubleshooting the Internet Connection” on page 7-5 • “Troubleshooting a Network Using the Ping Utility” on page 7-7 • “Problems with Date and Time” on page 7-9 • “Solving Wireless Connection Problems” on page 7-9 • “Restoring the Default Configuration and Password” on page 7-13 Troubleshooting Quick Tips This section describes tips for troubleshooting some common problems: Be sure to restart your network in this sequence. 1. Turn off and unplug the modem. 2. Turn off the wireless router and computers. 3. Plug in the modem and turn it on. Wait 2 minutes. v1.0, March 2008 NETGEAR RangeMax™ Wireless-N Gigabit Router WNR3500 User Manual 4. Turn on the wireless router and wait 1 minute. 5. Turn on the computers. Make sure that the Ethernet cables are securely plugged in. • The Internet status light on the wireless router is on if the Ethernet cable connecting the wireless router and the modem is plugged in securely and the modem and wireless router are turned on. • For each powered-on computer connected to the wireless router by an Ethernet cable, the corresponding numbered router LAN port light is on. Make sure that the wireless settings in the computer and router match exactly. • For a wirelessly connected computer, the wireless network name (SSID) and WEP or WPA security settings of the router and wireless computer must match exactly. • If you have enabled the wireless router to restrict wireless access by MAC address, you must add the wireless computer’s MAC address to the router’s wireless card access list. Make sure that the network settings of the computer are correct. • Wired and wirelessly connected computers must have network (IP) addresses on the same network as the router. The simplest way to do this is to configure each computer to obtain an IP address automatically using DHCP. Click the link to the online document “Preparing Your Network” in Appendix B, or see the documentation that came with your computer. • Some cable modem service providers require you to use the MAC address of the computer initially registered on the account. Your wireless router can capture and use that MAC address, as described in “Configuring Your Internet Connection Using the Smart Setup Wizard” on page 1-5. Check the Test light to verify correct router operation. If the Test light does not turn off within 2 minutes after you turn the router on, reset the router according to the instructions in “Restoring the Default Configuration and Password” on page 7-13. Troubleshooting v1.0, March 2008 NETGEAR RangeMax™ Wireless-N Gigabit Router WNR3500 User Manual Troubleshooting Basic Functions After you turn on power to the router, the following sequence of events should occur: 1. When power is first applied, verify that the Power light is on. 2. After approximately 10 seconds, verify that: a. The Power light is solidly on. b. The Internet light is on. c. A numbered LAN port light is on for any local port that is connected to a computer. This indicates that a link has been established to the connected device. If any of the above conditions does not occur, see the appropriate following section. The Power light is not on or is blinking. If the Power and other lights are off when your router is turned on: • Make sure that the power cord is properly connected to your router and that the power adapter is properly connected to a functioning power outlet. • Check that you are using the 12V DC 1A power adapter that NETGEAR supplied for this product. • If the Power light blinks alternately green and amber every second, the router software is corrupted. This can happen if a firmware upgrade is interrupted, or if the router detects a problem with the firmware. For recovery instructions, contact Technical Support at If the error persists, you have a hardware problem and should contact Technical Support at The lights never turn off. When the router is turned on, the lights turn on for about 10 seconds and then turn off. If all the lights stay on, there is a fault within the router. If all lights are still on 1 minute after power-up: • Cycle the power to see if the router recovers. • Clear the router’s configuration to factory defaults as explained in “Restoring the Default Configuration and Password” on page 7-13. Troubleshooting v1.0, March 2008 NETGEAR RangeMax™ ...