Netgear D6400 Ac1600 Wifi Vdsl Adsl Modem Router 802 11ac Dual Band Gigabit User Manual

							Manage Port Forwarding and Port Triggering 
271  AC1600 WiFi VDSL/ADSL Modem Router Model D6400
from its session table, and incoming traffic is no longer accepted on port numbers 33333 or 
113. 
						

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15
15.   Troubleshooting
This chapter provides information to help you diagnose and solve problems you might 
experience with your modem router. If you do not find the solution here, check the NETGEAR 
support site at 
support.netgear.com for product and contact information.
This chapter contains the following sections:
•Quick Tips for Troubleshooting
•Troubleshoot with the LEDs
•You Cannot Log In to the Modem Router
•Troubleshoot the Internet Connection
•Changes Are Not Saved
•Troubleshoot the WiFi Connectivity
•Troubleshoot Your Network Using the Ping Utility 
						

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273  AC1600 WiFi VDSL/ADSL Modem Router Model D6400
Quick Tips for Troubleshooting
The following table includes tips for troubleshooting some common problems. 
Table 4.  Quick tips for troubleshooting
ProblemPossible Solution
Your network is unresponsive 
or does not function normally.Restart your network:
1.Turn off and unplug the DSL, cable, or fiber modem.
2.Turn off the modem router.
3.Plug in the DSL, cable, or fiber modem and turn it on. Wait two minutes.
4.Turn on the modem router and wait two minutes.
If network problems still occur, make sure that your ISP does not require you to 
use the MAC address of the computer that was used to initially register the ISP 
account. If your ISP does require that you do this, you must change the modem 
router MAC address that the modem router uses. For more information, see 
one of the following sections:
• Manually Set Up an ADSL Internet Connection on page 47
• Manually Set Up a VDSL Internet Connection on page 57
• Manually Set Up a Cable of Fiber Internet Connection on page 66
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.
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 
Bottom Panel Product Label on page
 15).
• 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 93.
• 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 on the modem router is not off.
If this LED is off, both WiFi radios might be disabled. For more information 
about the WiFi radios, see Control the WiFi Radios on page
 11 0 . 
						

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AC1600 WiFi VDSL/ADSL Modem Router Model D6400 
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 solid amber 
.
2.  After about 50 seconds, the following occurs:
• The Power LED lights solid green 
, indicating that the startup procedure finished.
• The WiFi LED lights solid blue 
, indicating the WiFi network is available.
3.  After approximately one minute, the DSL LED 
 blinks green  to indicate that the modem 
router is negotiating the best possible speed on the DSL line. If the ne\
gotiation completes 
and a DSL link is established, the LED turns solid green. If you do not \
use a DSL modem 
but a cable or fiber modem, the LED remains of

f.
4.  When the DSL, cable, or fiber connection is established, the Internet LE\
D blinks amber 
. 
When an Internet connection is established, the Internet LED lights soli\
d green 
.
Note: Whether the USB LED  lights depends on whether a USB device 
is connected to one of the USB ports.
Power LED Remains Solid Amber
When you turn on the modem router, the Power LED turns solid amber . After  about 
50   seconds, the Power LED lights solid green 
, indicating that the startup procedure 
finished. If the LED still does not turn green after two minutes, a powe\
r-on self-test (POST) 
failure occurred or the modem router is malfunctioning. 
If the Power LED does not turn green, do the following:
1.  T
urn the power off and back on to see if the modem router recovers.
2.  If the Power LED still does not turn green, reset the  modem router to factory default 
settings. 
For more information, see Use the Reset Button on page  222.
You cannot connect over WiFi 
to the modem router. 
(continued) • 
Make sure that the modem router’ s SSID broadcast is not disabled.
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  93.
•  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.)
Table 4.  Quick tips for troubleshooting
ProblemPossible Solution 
						

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 AC1600 WiFi VDSL/ADSL Modem Router Model D6400
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 Off
If the Power LED  and other LEDs remain off when you turn on the modem router, do the 
following:
• Check that the Power  On/Off button on the back is in the on position, that is, it is pushed 
in.
• 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 .
WiFi LED Is Off
If the WiFi LED stays off , check to see if both radios on the modem router are disabled 
(see  Control the WiFi Radios on page  11 0). By default, both radios are enabled and the WiFi 
LED lights solid blue.
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 modem router’s web pages, 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.
• 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  222 and Factory Settings on page  284. 
						

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AC1600 WiFi VDSL/ADSL Modem Router Model D6400 
•
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.
• T
ry 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 rou\
ter in your 
network, set up the modem router as a WiFi access point (see Use the Modem Router as 
a WiFi Access Point on page  11 7).
Troubleshoot the Internet Connection
If your modem router cannot access the Internet, check the DSL connectio\
n, then the WAN 
TCP/IP connection. 
Troubleshoot the DSL Link
If your modem router is unable to access the Internet, first determine w\
hether the DSL link 
with the service provider is working. The DSL LED indicates the state of this connection.
DSL LED Is Green
If the DSL link LED lights green , the ADSL connection is good. You can be confident that 
the service provider connected your line correctly and that your wiring \
is correct.
DSL LED Is Blinking Green
If the DSL LED is blinking green , your modem router is attempting to make a DSL (ADSL 
or VDSL) connection with the service provider. If the modem router establishes a DSL 
connection, the DSL LED turns solid green. 
 This connection process generally lasts several 
minutes.
If the DSL LED does not turn solid green, disconnect all telephones on t\
he line. If this solves 
the problem, reconnect the telephones one at a time, being sure to use a\
 microfilter on each 
telephone. If the microfilters are connected correctly

, you can connect all your telephones.
If disconnecting telephones does not result in a green DSL LED, a proble\
m with your wiring 
might exist. If the telephone company tested the 
 ADSL or VDSL signal at your network 
interface device (NID), then wiring in your house might be of poor qua\
lity.
DSL LED Is Off or Internet LED Is Off
If the DSL LED is off , the Internet LED is off , or both are off, disconnect all 
telephones on the line. If this solves the problem, reconnect the teleph\
ones one at a time, 
being sure to use a microfilter on each telephone. If the microfilters a\
re connected correctly
 , 
you can connect all your telephones. 
						

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If disconnecting telephones does not result in a green DSL LED, check th\
e following:
•
Check that the telephone company made the connection to your line and te\
sted it.
• V
erify that you are connected to the correct telephone line. If more than\
 one phone line is 
installed, be sure that you are connected to the line with the ADSL or VDSL service. It 
might be necessary to use a swapper if your ADSL or VDSL signal is on pins 1 and 4 or 
the RJ-11 jack. The modem router uses pins 2 and 3.
Internet LED Is Off
If the Internet LED is off , the modem router cannot connect to the Internet. Verify the 
following:
• Check that your login credentials are correct or that the information yo\
u entered for the 
ISP connection is correct. For more information, see one of the followin\
g sections:
- Manually Set Up an ADSL Internet Connection  on page
  47
- Manually Set Up a VDSL Internet Connection  on page
  57
- Manually Set Up a Cable of Fiber Internet Connection  on page
  66
• 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 g\
reen , 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 modem router’\
s web pages.
To check the Internet IP address:
1.  Launch a web browser from a computer or WiFi device that is connected to\
 the network.
2.  T
ype  http://www.routerlogin.net .
A login window opens.
3.  Enter the user name and password for the  modem router.
The user name is  admin. 
 The default password is password. The user name and 
password are case-sensitive.
4.  Click the  OK button.
The BASIC Home page displays.
5.  Select  ADV
 ANCED > 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 addre\
ss from your ISP. 
						

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278 AC1600 WiFi VDSL/ADSL Modem Router Model D6400 
If your modem router cannot obtain an IP address from the ISP, the problem might be one of 
the following:
•Your Internet service provider (ISP) might require a login program.  
Ask your ISP whether they require PPP over Ethernet (PPPoE) or some other type of 
login. 
•If you selected a login program, the service name, user name, or password might be 
incorrectly set. 
 
For more information, see Troubleshoot PPPoE or PPPoA on page 278.
•Your ISP might check for your computer’s host name.  
Assign the computer host name of your ISP account as the account name. For more 
information, see one of the following sections:
-Manually Set Up an ADSL Internet Connection on page 47
-Manually Set Up a VDSL Internet Connection on page 57
-Manually Set Up a Cable of Fiber Internet Connection on page 66
•If your ISP allows only one Ethernet MAC address to connect to Internet and checks for 
your computer’s MAC address, inform your ISP that you bought a new network device 
and ask them to use the modem router’s MAC address.
•Configure your modem router to clone your computer’s MAC address. For more 
information, see one of the following sections:
-Manually Set Up an ADSL Internet Connection on page 47
-Manually Set Up a VDSL Internet Connection on page 57
-Manually Set Up a Cable of Fiber Internet Connection on page 66
Troubleshoot PPPoE or PPPoA
If you use a PPPoE or PPPoA connection to your ISP, make sure that the connection works.
To verify that your PPPoE or PPPoA connection is working:
1. Launch a web browser from a computer or WiFi device that is connected to the network.
2. Type http://www.routerlogin.net.
A login window opens.
3. Enter the user name and password for the modem router.
The user name is admin. The default password is password. The user name and 
password are case-sensitive.
4. Click the OK button.
The BASIC Home page displays.
5. Select ADVANCED > ADVANCED Home.
The ADVANCED Home page displays. 
						

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6. In the Internet Port pane, check that the IP Address field shows a valid IP address and that 
the Connection field shows PPPoE or PPPoA.
7. In the Internet Port pane, click the Connection Status button.
The Connection Status pop-up window displays.
8. Check the following:
•The Connection Status field shows Connected.
•The Connection Time field does not show 00:00:00.
If all of the information is correct, your PPPoE or PPPoA connection is working.
To reconnect if your PPPoE or PPPoA connection does not function:
1. Launch a web browser from a computer or WiFi device that is connected to the network.
2. Type http://www.routerlogin.net.
A login window opens.
3. Enter the user name and password for the modem router.
The user name is admin. The default password is password. The user name and 
password are case-sensitive.
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, click the Connection Status button.
The Connection Status pop-up window displays.
7. Click the Connect button.
The modem router attempts to reconnect.
If you cannot connect after several minutes, you might be using an incorrect service name, 
user name, or password. Or your ISP might not be able to provide an Internet connection.
Unless you connect manually, the modem router does not authenticate using PPPoE or 
PPPoA until data is transmitted to the network.
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 242). If your ISP sets a usage limit, they might charge you for 
the overage. 
						

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•
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 operatin\
g system 
documentation.
• The modem router might not be configured as the 
 TCP/IP router on your computer.
For information about TCP/IP problems, see  Troubleshoot Your Network Using the Ping 
Utility on page   281.
If your computer obtains its information from the modem router by DHCP, reboot the 
computer and verify the modem router address. 
Changes Are Not Saved
If the modem router does not save the changes that you make on the modem\
 router’s web 
pages, do the following:
• When entering configuration settings, always click the  Apply button before moving to 
another page or tab or your changes are lost. 
• Click the Refresh  or Reload button in the web browser
 . It is possible that the changes 
occurred but that the old settings remain in the web browser’s cache.
Troubleshoot the WiFi Connectivity
If you are experiencing trouble connecting over WiFi to the modem router\
, try to isolate the 
problem:
• Make sure that the WiFi settings in your WiFi device and modem router ma\
tch exactly
 .
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 exact\
ly
 . The default 
SSID and password are on the product label (see Bottom Panel Product Label on 
page   15).
• Does the WiFi device that you are using find your WiFi network?
If not, check the WiFi LED 
 on the front of the modem router. If this LED is off, both 
WiFi radios might be disabled. For more information about the WiFi radio\
s, see Control 
the WiFi Radios on page  11 0.
• If you disabled the modem router’
 s SSID broadcast, your WiFi network is hidden and 
does not display in your WiFi client’s scanning list. (By default, SSID broadcast is 
enabled.) For more information, see  Manage the Basic WiFi Settings and WiFi Security of 
the Main Network on page  93.