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ADSL Line Troubleshooting IEIR_011

If you encounter connectivity problems with the Netopia 3300, please note that the router includes built-in tools to test the ADSL line. Take a moment to diagnose the problem so that it can be fixed more quickly. If If you follow the 5 easy steps below, the problem can be more quickly isolated and corrected.

This Technote assumes you already have a 10 BaseT or 10/100 BaseT Ethernet adapter installed in your PC, and you have already bound TCP/IP to the adapter. If your PC does not have an Ethernet adapter installed properly, you will need to purchase and install this device before you can get Internet access via your Netopia router. For instructions on installing an Ethernet adapter, please refer to the manufacturer of the adapter.

This Technote is applicable to any computer running a current version Operating System, whether running Windows, Mac OS, Linux or Unix based programming. The primary objective for this document is TCP/IP layer connectivity for internet access.

Firmware Reference v7.2 and (later) -- Netopia 3300 Series

Browse into the Netopia's web interface at http://192.168.1.254 (if using the default IP setting). If your network has a different IP addressing scheme, modify this accordingly.

Once logged in, click on the Expert Mode link in the left-hand side menu (if that link is visible). In the Expert Mode Confirmation screen click on Ok to continue. This menu bar will be visible at the top of your screen if you are in Expert Mode.

Before you start

Remember to click the button to save any entries. Hitting the back button without clicking will undo any changes.

Once you have completed your configuration, click on the symbol in your upper right hand corner to validate the changes. Then click on Save and Restart.

The Netopia Web GUI Home Page in Expert Mode (Firmware v7.2 and later)

Troubleshooting the ADSL Line
  1. Open up a web browser on any PC connected directly to the Netopia gateway, and access the Netopia's Web User Interface by typing http://192.168.1.254 in the address bar and pressing Enter. This is the factory default setting of the Netopia router. If this value has been changed for your network, modify this entry accordingly.

    1. If you are unable to browse into the opening menu screen, then double check the ethernet cable connection from PC to Router, unplug it from the PC and then plug it back in. Examine the front of the Netopia; do you see one of the LAN Ethernet indicator lights illuminated green?
    2. These indicators are numbered
      LAN 1 through LAN 4 and give an indication that you have a physical layer connection from the PC to the router.
    3. Further details on establishing a physical connection to the router can be found in IEQG_100 Getting Started.
      (If you have no alternative internet connection, Netopia Customer Service can fax a copy to you. Their number is 510-597-5400, ext.1).
      Gordon, what do you want here for contact info?
    4. Repeat Step #1 above if you were unable to browse into the router.
    5. If you are still unable to connect, then there may be a CPE-related issue. You may wish to contact Netopia Technical Support at 510-597-5400, ext. 1 for further troubleshooting.
      Gordon, what do you want here for contact info?

  2. You should now be looking at a screen similar to the screenshot below (the Home Page). Look for the Status bar in the middle of the page (WAN Section). It will be colored, either green, red or yellow:

    1. If status bar is RED, then you are connected via PPPoE connection with Dynamic IP and you have an invalid PPPoE username and password configured in the Netopia 3300. Continue to Step #4 to verify/change PPPoE Username and Password.
    2. If the status bar is GREEN and you can now surf the internet, the purpose of this document is completed.
    3. If you are now able to surf the internet, go to www.Netopia.ie: Eircom Support and select your model for additional support material and feature use and configuration instructions.
    4. If the status bar is GREEN or YELLOW, and you still cannot access the internet, then you can run the Self Diagnostics to isolate the problem. Jump ahead to Step #5.

  3. To verify/change PPPoE Username and Password, follow these steps:

    1. From Home Page, click on the Configure tab at the top of the screen.
    2. Click on the QuickStart link.
    3. You will be prompted to enter ISP username and password. Verify proper ISP username/password with your service provider. Only they can provide you with this information.
    4. Click on the Submit button. A warning and a yellow triangle will appear at top of the configuration screen. Click the Yellow Triangle.
    5. In the new screen, click the link Save and Restart.
    6. Router will take 30-60 seconds to reboot and reset configuration. When Home Page comes back up, check the Status bar again.
      • If it is still RED, then there may be a problem in ISP network. Contact the service provider for further assistance.
      • If it is now YELLOW, then continue down to Step #5.
      • If it is now GREEN, then you should now be able to surf the internet. Try going to any website. If the browser times out, try entering the following IP Address in the browser address bar: 163.176.4.32.
      • If the Netopia, Inc. website comes up, then you are connected to the internet, and there is a problem with the DNS Server addresses that should be configured in the router. This could be they are missing, incorrect or the servers are not responding. Contact the ISP to resolve this issue.
      • If there is still no internet access, then continue to Step #5.

      Please Note: If this account is not PPPoE, then your ISP would not have provided an ISP Username and ISP Password to be configured in the router. This would be for the purpose of logging into the service provider's network, not for access into the router menu screens. If this is the case, you may want to refer to /support/technotes/intl/ie/IEQG_121.html">IEQG_121: Configuring Your Netopia 3300 Series Internet Gateway for other configuration options.

  4. We're now going to use Troubleshooting tools on the Netopia 3300 to test the ADSL line. This will take only a minute. Note that we're testing the ADSL line.

    1. From the Home Page, click on the Troubleshoot tab at the top of the screen.

    2. From the 3 options now listed, select Diagnostics.
    3. At the new screen that pops up, click on Run Diagnostics.
    4. This will take about 20 seconds to complete the testing. Please wait.
    5. You will now see the test results, similar to the screenshot below. Note that multiple tests were run at each layer, and the result was posted to the right hand side, allowing you to see at what point it failed. Once it fails, all the other tests are skipped.
    6. You don't need to understand all the terms and test results. You'll be looking for 3 specific scenarios below:
      NOTE: In some network configurations, the ATM layer test may show failure, but it is only due to network setup. For your purposes, you may disregard these results.

      • Look at the test labeled Check DSL Synchronization. If this test FAILED (and you have verified that you are properly plugged in to the wall jack), then you now know the problem is likely with the ADSL line. Contact the ISP for further troubleshooting and escalation, if necessary.
      • Look at test labeled Check DNS. If this test failed (but the ones above Passed), then you know that the ADSL is working, and that the problem is likely with the DNS server in the ISP's network. Contact the ISP for further assistance.
      • If all the tests indicate PASS, then the ADSL line should be working as the diagnostics indicate no apparent problem. If you are still unable to surf the Internet then the problem is likely with your PC configuration settings or with the internal router configuration for your local area network, or LAN, IP address.

Conclusion
If, after running through these tests, you are still unable to surf the internet, it would be advisable to confirm the configuration of the workstation and the ethernet card and browser you are using to connect to the internet. There are several documents posted on the Netopia website that are provided to assist you in this phase of troubleshooting. These documents are posted as a courtesy to our customers. However, Netopia Technical Support cannot troubleshoot any issues that are related to the LAN or to the operating system of the computer or any third-party device. The following documents should be helpful:

IEQG_100 Getting Started.

IEQG_121 Initial Setup.

If you still have no internet access, Netopia Customer Service can fax these documents to you. Please have the operating system information ready at this time as there are links to specific documentation. Customer Service can also inform you of the various Technical Support options available to you.

Netopia Customer Service is available Monday through Friday, 6:00am to 5:30pm Pacific Time, at 510-597-5400, ext. 1.


Related Links
Getting Started; TCP/IP Properties
Installing a Feature Key for the 3300 Series

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