ADSL2+ Modem/Router

Troubleshooting Guide

2008 by ITI Limited.

All Rights Reserved
Confidential and Proprietary

ADSL2+ Troubleshooting Guide

Copyright
2008 by ITI Limited. All Rights RESERVED.

The information contained in this document is subject to change without prior notice.
No part of this manual may be reproduced, copied, translated or transmitted in any form or by any
means without the prior written permission of ITI Limited.
ITI Limited. shall not be liable for errors contained herein or for incidental or consequential damages
in connection with the furnishing, performance or use of this material.
The information contained herein has been prepared by ITI Limited, solely for use by ITI Limited.
employees, agents, and customers.
However, ITI Limited assumes no responsibility for its use, nor for any infringements upon the rights
of third parties, which may result from its use.

ITI Ltd, ITI Limited AND ITI CAN AND ARE USED INTERCHANGEABLY THROUGHOUT THIS
DOCUMENT.

DCN: 02-575-722-076
Revision: A
Date: 02-03-2008
2008 by ITI Limited
All Rights Reserved. Confidential & Proprietary

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ADSL2+ Troubleshooting Guide

Table of Contents
1

INTRODUCTION ..........................................................................................................................................4
1.1
1.2
1.3
1.4
1.5

Purpose ..............................................................................................................................................4
Scope..................................................................................................................................................4
Definitions ...........................................................................................................................................4
Acronyms............................................................................................................................................5
Document Organization ......................................................................................................................5

TROUBLESHOOTING .................................................................................................................................6
2.1
Problems Starting Up the Modem .......................................................................................................6
2.2
Problems with the Ethernet LED .........................................................................................................6
2.3
Problems with the USB LED ...............................................................................................................6
2.4
Problems with the DSL LED................................................................................................................7
2.5
Problems with the WLAN LED ............................................................................................................7
2.6
Problems with the LAN (Ethernet) Interface ........................................................................................7
2.7
Problems with the USB Interface ........................................................................................................8
2.8
Problems with the WAN Interface .......................................................................................................8
2.9
Problems with Internet Access ............................................................................................................8
2.10
Problems with the Password ...............................................................................................................9
2.11
Problems with the Web Configurator...................................................................................................9
2.12
Troubleshooting TCP/IP Related Problem. .......................................................................................10
2.12.1 How do I check the connectivity from my PC to my ADSL Router?...............................................10
2.12.2 I can ping the Modem from my PC, but I cannot access the Modem WEB interface?...................10
2.12.3 I can ping the ADSL Router but I still cannot browse the Internet. ................................................11
2.13
I have problem with installing the USB Drivers..................................................................................11
2.14
I have problem with Wi-Fi connectivity ..............................................................................................11
2.15
Flow Chart for troubleshooting the ADSL Connection .......................................................................12

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ADSL2+ Troubleshooting Guide

1 Introduction
This document helps in troubleshooting of ADSL 2+ Modem/Router with/without Wi-Fi.

1.1 Purpose
The purpose of this document is to help the user in troubleshooting ADSL2+
Modem/Router with/without Wi-Fi.

1.2

Scope
The scope of this document is limited to the troubleshooting of ADSL2+ Modem/Router
with/without Wi-Fi.

1.3

Definitions
ADSL

ADSL stands for Asymmetric Digital Subscriber Line. ADSL offers a

broadband connection technology. This technology uses existing
copper wires installed for telephone systems. Through the use of a
wide range of frequencies, ADSL can deliver speeds up to 40 times
faster then standard modem circuits.

DSL

(Digital Subscriber Line) is a technology for bringing high-bandwidth

information to homes and small businesses over ordinary copper
telephone lines

Broadband

Broadband is a term used to refer to high speed data transmission

services, including ADSL, SDSL, and cable internet. Widespread take
up of ADSL broadband is encouraging businesses to use new
technologies such as internet videoconferencing and telephony, real
time booking systems, and stock control.

Ethernet

Ethernet is large and diverse family of frame-based computer

networking technologies for local area networks (LANs). It defines a
number of wiring and signaling standards.

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ADSL2+ Troubleshooting Guide

1.4

1.5

Acronyms
ADSL

Asymmetric Digital Subscriber Line

DSL

Digital Subscriber Line

LAN

Local Area Network

LED

Light Emitting Diode

PPPoE

Point to Point Protocol over Ethernet

TCP/IP

Transmission Control Protocol/Internet Protocol

WAN

Wide Area Network

Wi-Fi

Wireless Fidelity

Document Organization
This document is organized into the following sections:
The Introduction section details the purpose, scope, definitions, acronyms, and
document organization of this document.
The Troubleshooting section explains different kinds of problems and the actions
to be taken.

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ADSL2+ Troubleshooting Guide

2 Troubleshooting
2.1

Problems Starting Up the Modem

PROBLEM
None of the LEDs turn on

SOLUTION

Make sure that the Modems power adaptor is connected

when I switch on the

to the Modem and plugged in to an appropriate power

Modem.

source. Check that the Modem and the power source are
both turned ON.

Turn the Modem OFF and ON.

If the error persists, you may have a hardware problem.

In this case, you should contact your service provider.

2.2

Problems with the Ethernet LED

PROBLEM

SOLUTION

The Ethernet LED does not

Check your Ethernet cable connections.

turn on.

Check for faulty Ethernet cables.

Make sure your computers Ethernet card is working

properly.

2.3

Problems with the USB LED

PROBLEM

SOLUTION

The USB LED does not

Check your USB cable connections.

turn on.

Check for faulty USB cables.

Make sure your computers USB interface is working

properly.

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ADSL2+ Troubleshooting Guide

2.4

Problems with the DSL LED

PROBLEM
The DSL LED is not
trained.

SOLUTION

Check the telephone wire and connections between the

Modem DSL port and the wall jack.

Make sure that the telephone company has checked

your phone line and set it up for DSL service.

Remove your ADSL line from the modem and reinsert

back to reinitialize the link to the DSLAM.

If the error persists, you may have a hardware problem.

In this case, you should contact your service provider.

2.5

Problems with the WLAN LED

PROBLEM
The WLAN LED does not
turn on.

SOLUTION

In the Modem Web GUI check if Wireless is enabled or

not. If not Enable.

Make sure the Modem is powered up using the right

power adaptor supplied along with the Modem.

Contact your service provider this could be a hardware

problem.

2.6

Problems with the LAN (Ethernet) Interface

PROBLEM
I cannot access the

SOLUTION

with the Ethernet LED section.

Modem.
I cannot ping any
Computer on the LAN.

If the LED on the front panel is off, refer to the Problems

Make sure that the IP address and the subnet mask of

the Modem and your computer(s) are on the same
subnet.

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ADSL2+ Troubleshooting Guide

2.7

Problems with the USB Interface

PROBLEM
I cannot access the

SOLUTION

USB LED section.

Modem.
I cannot ping any

If the USB LED is off, refer to the Problems with the

Make sure that the IP address and the subnet mask of

the Modem and your computer(s) are on the same

Computer on the USB.

subnet.

Make sure the correct USB drivers are installed in the

Computer.

2.8

Problems with the WAN Interface

PROBLEM
I cannot get a WAN IP

SOLUTION

address From the ISP.

The

ISP

provides

the

WAN

IP

address

after

authenticating you. Authentication may be through the

user name and password, the MAC address or the host
name.

The username and password apply to PPPoE and

PPPoA encapsulation only. Make sure that you have
entered the correct Service Type, User Name and
Password (be sure to use the correct casing.

2.9

Problems with Internet Access

PROBLEM
I cannot access the

SOLUTION

Internet.

Make sure the Modem is turned ON and connected to

the network.

If the DSL LED is OFF, refer to the Problems with the

DSL LED section.

Internet connection
Disconnects
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Verify your WAN settings.

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ADSL2+ Troubleshooting Guide

Make sure you entered the correct user name and

password.

If you use PPPoE pass through, make sure that bridge is

turned on.

For wireless stations, check that both the Modem and

wireless station(s) are using the same SSID, channel,
WEP keys (if WEP encryption is activated) and
authentication method.

Check the security rules.

If you use PPPoA or PPPoE encapsulation, check the

idle time-out setting.

Contact your ISP.

2.10 Problems with the Password

PROBLEM
I cannot access the

SOLUTION

Modem.

The username is admin. The default password is

admin. The Password and Username fields are casesensitive. Make sure that you enter the correct password
and username using the proper casing.

If you have changed the password and have now

forgotten it, you will need to upload the default
configuration file. This restores all of the factory defaults
including the password.

2.11 Problems with the Web Configurator

PROBLEM
I cannot access the web

SOLUTION

configurator.

Check that you have enabled web service access. If you

have configured a secured client IP address, your
computers IP address must match it.

2008 by ITI Limited

All Rights Reserved. Confidential & Proprietary

For

WAN

access,

you

must

configure

remote

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ADSL2+ Troubleshooting Guide

management to allow server access from the WAN (or
all). You must also configure a firewall rule to allow
access from the WAN.

Your computers and the Modems IP addresses must be

on the same subnet for LAN access.

If you changed the Modems LAN IP address, then enter

the new one as the URL.

Also check the settings of your browser and see if the

Proxy option is enabled. If so disable.

2.12 Troubleshooting TCP/IP Related Problem.

2.12.1 How do I check the connectivity from my PC to my ADSL Router?
1. With default configuration ADSL Router functions as a DHCP Server.
2. The default DHCP Address range is 192.168.1.2 192.168.1.254.
3. The Management IP for the modem is 192.168.1.1
Use Ping utility to check the connectivity from PC to the ADSL Router. (eg: Ping
192.168.1.1 ) From the PC connected to the modem, you should get a successful ping
reply from the modem.
2.12.2 I can ping the Modem from my PC, but I cannot access the Modem WEB
interface?
This could be due to Proxy Server Settings defined in the WEB Browser. Disable
Proxy Server Settings on the WEB Browser.
1. In case of Internet Explorer under

Tools Internet Options

Connections LAN Settings uncheck the Use a Proxy Server for your
LAN option.
2. In case of Netscape communicator this will be under Edit preferences
advanced Settings proxies
3. In case of Mozilla this will be under Tools Options general. Choose
direct connection to the Internet option.

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ADSL2+ Troubleshooting Guide

2.12.3 I can ping the ADSL Router but I still cannot browse the Internet.
1. DNS entries: - This can be due to the problem with the DNS Entries, assign the
DNS entries under Network properties TCP/IP. Assign the DNS entries
provided by the ISP.
2. Please refer to the section 2.8.

2.13 I have problem with installing the USB Drivers.

1. Make sure you have user privilege to install drivers. If not contact your System
Administrator.
2. Make sure you have the correct CDROM with drivers that are supplied along with
your package. Use this CDROM and follow the instructions to install drivers.

2.14 I have problem with Wi-Fi connectivity

1. Make sure that the Wireless is enabled in the Modem. (WLAN LED should glow)
2. Make sure your Wireless Adaptor in the PC/Laptop is working fine.
3. Make sure that you are in the Wi-Fi accessible range and your Wireless adaptor
is able to detect the Modem and have enough link power.
4. Make sure that you are connecting to the correct wireless access point. (If Incase
you have other wireless devices in range). Check the SSID.
5. Make sure whether security is enabled in the Modem or not. If yes use the
correct network key and authentication defined in the Modem.
6. Ping the Modem and see if you are able to access the modem.

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ADSL2+ Troubleshooting Guide

2.15 Flow Chart for troubleshooting the ADSL Connection

Start

Problem with Internet

Connectivity

Yes

Is the Problem with

Cable ?

Rectify the
Problem and
Check

Is the
Problem
resolved

No

No

Is the PC getting
DHCP Address?

Problem with
DHCP Server
on Modem.
Check the
settings on
Modem

Yes

Is Power on
ADSL Modem
OK ?

No

Check the DC
Adapter and
the AC Power

End

Yes

Could be problem
from the Provider
End. Open a
Trouble Ticket with
the Provider

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Correspond
with the
Provider to
Fix the
Problem

Page 12 of 12