Router – BASIC HARDWARE CHECK – LAN/DHCP server issue

Below steps should be performed to check the LAN/DHCP server of a Router:

1.    Router should be connected to the power source and must be plugged in using the power adapter provided by Netgear

2.    Make sure the power adapter is properly plugged into a power source and the power button should be in the “ON” state

3.    Power LED must turn solid green/white depending upon the router’s model

4.    If power LED failed to turn solid green/white, try different power outlet. If the power LED doesn’t turn solid green/white after changing the power outlet, perform a hard reset (Router should be plugged into the power source while performing reset)

5.    If the issue persists, hard wire a laptop or desktop to the router and assign static IP in the range of the router (192.168.1.xx), subnet mask as 255.255.255.0 and gateway as 192.168.1.1

6.    Ping the default gateway 192.168.1.1 and see if there are ping responses received from the gateway IP address. If response is received from the gateway, configure the router by logging into the GUI

(Or)

If no response is obtained during the ping test, educate customer that router is defective

7.    If ping response was successful while pinging 192.168.1.1, but cannot access GUI, try performing TFTP firmware upgrade

8.    If TFTP firmware upgrade fails, perform it again after doing reset to the router

9.    If TFTP firmware upgrade fails again, educate customer that router is defective

LED status:

                         

Description of Light Status:

LED	Description
Power	• Solid amber. The router is starting.
	• Blinking amber. The firmware is upgrading, or the Reset button was pressed.
	• Solid white. The router is ready.
	• Blinking white. The firmware is corrupted.
	• Off. Power is not supplied to the router.
Internet	• Solid white. The Internet connection is ready.
	• Solid amber. The router has detected an Ethernet cable connection to the modem.
	• Off. No Ethernet cable is connected between the router and the modem.
2.4 GHz Wireless	• Solid white. The 2.4 GHz WiFi radio is operating.
	• Blinking. The router is sending or receiving WiFi traffic.
	• Off. The 2.4 GHz WiFi radio is off.
5 GHz WiFi1	• Solid white. The 5 GHz-1 WiFi radio is operating.
	• Blinking. The router is sending or receiving WiFi traffic.
	• Off. The 5 GHz-1 WiFi radio is off.
5 GHz WiFi2	• Solid white. The 5 GHz-2 WiFi radio is operating.
	• Blinking. The router is sending or receiving WiFi traffic.
	• Off. The 5 GHz-2 WiFi radio is off.
USB 2.0 and 3.0 port	The USB 1 LED is for the USB 3.0 USB port on the front panel. The USB 2 LED is for the USB 2.0 port on the rear panel.
	• Solid white. A USB device is connected and is ready.
	• Blinking. A USB device is plugged in and is trying to connect.
	• Off. No USB device is connected or someone clicked the Safely Remove Hardware button, and it is now safe to remove the attached USB device.
Ethernet ports 1-4	The LED color indicates the speed: white for Gigabit Ethernet connections and amber for 100 Mbps or 10 Mbps Ethernet connections.
	• Solid. A powered-on device is connected to the Ethernet port.
	• Blinking. The port is sending or receiving traffic.
	• Off. No device is connected to this Ethernet port.
WiFi On/Off button with LED	Pressing this button for two seconds turns the 2.4 GHz and 5 GHz WiFi radios on and off.
	If this LED is lit, the WiFi radios are on. If this LED is off, the WiFi radios are turned off and you cannot use WiFi to connect to the router.
WPS button with LED	This button lets you use WPS to join the WiFi network without typing the WiFi password. The WPS LED blinks white during this process and then lights solid white.

Experts needs to confirm the following on a call:

Power                                        – Should be light (Solid Green/White)

Internet                                      – Need to confirm if issue is based on WAN/internet connectivity

Wireless (2.4 & 5GHz – 1 & 2)        – Need to confirm only if issue is based on wireless connectivity

LAN (1 through 4 or 6)                  – Should be light (Solid Green/White)

WPS                                         – Need not confirm

USB                                          – Need not confirm

Router – BASIC HARDWARE CHECK – WLAN (Wireless issue)

Below steps should be performed to check the WLAN (Wireless) of a Router:

1.    Router should be connected to the power source and must be plugged in using the power adapter provided by Netgear

2.    Make sure the power adapter is properly plugged into a power source and the power button should be in the “ON” state

3.    Power LED must turn solid green/white depending upon the router’s model (If it fails, please refer to first article)

4.    WLAN (Wireless) LED must turn Green/Amber/White based on model of the router

5.    If it doesn’t turn on, hold the Wi-Fi button at the front/back (based on router’s model) for few seconds till you see the Wi-Fi LED/s turn on

6.    If it doesn’t turn on, access GUI of router and check if “Enable router radio” is checked

7.    If problem persist, check for firmware update for router if any followed by soft reset

Router – BASIC HARDWARE CHECK – WAN (Internet port issue)

Below steps should be performed to check the WAN (Internet port) of a Router:

1.    Router should be connected to the power source and must be plugged in using the power adapter provided by Netgear

2.    Make sure the power adapter is properly plugged into a power source and the power button should be in the “ON” state

3.    Power LED must turn solid green/white depending upon the router’s model (If it fails, please refer to first article)

4.    Make sure to connect the Ethernet cable from internet resource (Modem/Gateway/Wall – If it is an apartment) to the WAN port of the router

5.    WAN LED must turn Amber/Green/White based on model of the router

6.    If it doesn’t turn on, try different cable followed by loop back test (only if issue persist) by running cable between WAN to LAN port of router and check if WAN and appropriate LAN LED turns on

7.    If it doesn’t turn on, educate customer that the WAN port on router is defective

8.    If it turns on, disconnect cable from WAN to LAN and connect it between internet resource (Modem/Gateway/Wall – If it is an apartment) to the WAN port of the router

9.    Access GUI and run setup wizard to complete setup

10. If it throws error “No internet connection detected”, try to configure the router manually based on the settings of ISP/Modem

11. If internet LED remains OFF, perform network power cycle

12. If problem persist, upgrade firmware followed by reset

13. Try configuring internet connection again using wizard and educate customer that WAN port is defective if issue persist