Netopia R5100, R5300, R5200 manual Appendix a Troubleshooting, Configuration problems

Troubleshooting A-1

Appendix A

Troubleshooting

This appendix is intended to help you troubleshoot problems you may encounter while setting up and using the Netopia R5000 Series Router. It also includes information on how to contact Netopia Technical Support.

Important information on these problems can be found in the event histories kept by the Netopia R5000 Series Router. These event histories can be accessed in the Statistics & Logs screen.

This section covers the following topics:

■“Configuration problems” on page A-1

■“How to reset the router to factory defaults” on page A-3

■“Power outages” on page A-3

■“Technical support” on page A-4

Configuration problems

If you encounter problems during your initial configuration process, review the following suggestions before calling for technical support. There are four zones to consider when troubleshooting initial configuration:

1.The computer’s connection to the router

2.The router’s connection to the telecommunication line(s)

3.The telecommunication line’s connection to your ISP

4.The ISP’s connection to the Internet

If the connection from the computer to the router was not successful, verify that the following conditions are in effect:

■The Netopia R5000 Series Router is turned on.

■An Ethernet cable connects your PC’s Ethernet card or built-in Ethernet port to the Netopia R5000 Series Router.

■The SmartStart application is running and able to access the Netopia R5000 Series Router.

■Telnet is available on your PC or Macintosh. (On a PC, it must be specified in your system path. You can usually find the application as “c:\windows\telnet.exe”.)

■Your PC or Macintosh is properly configured for TCP/IP.

■Your PC or Macintosh has an IP address.

■Your PC or Macintosh has a subnet mask that matches or is compatible with the Netopia R5000 Series Router’s subnet mask.