| 1. |
Are any computers on your network not connected?
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Are any of the computers normally connected to the
network currently not on-line? If no computer on the
network is connected, then the problem may be with the DSL circuit itself. If this is the case no changes to any local computers will be needed.
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| 2. |
Check and make sure all cables are securely
plugged in.
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This may seem obvious, but it is probably the biggest cause of all computer technical issues. Make
sure that every connection between your router, computer, wall jack, hubs, etc. is securely in place before doing anything else.
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| 2a. |
Flowpoint Routers
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On the back of your Flowpoint router you have a port labeled DSL. This is where you plug your DSL
cable into the wall jack. As always, make sure these connections are not loose.
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| 2b. |
Netopia Routers
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On the back of your Netopia router you have a port labeled Line 1. This is where you plug your
DSL cable into the wall jack. As always, make sure these connections are not loose.
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| 3. |
Check the lights on your router.
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When working properly your router should have all green lights. If you see a red or orange light you may need to power cycle it.
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| 4. |
Power cycle the router by pressing the power button only.
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| Power cycling is a fancy term for rebooting (which itself is a fancy term for shuting down
something and then restarting it) your router. The best way to do this is to just hit the power
switch, waiting about 5 seconds, and then turning the power switch back on. Be aware that power
cycling a router usually takes up to 4 minutes. While the router is synching up (another fancy
term) the light will be amber. When they return to green, the router is synched up and online.
If the lights turn back on but remain amber please
report the problem.
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| 5. |
Pinging the LAN / WAN IP address
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| The WAN and the LAN IP may be one and the same. If the WAN IP returns within an acceptable time
(<50ms) there is no line issue. If the LAN IP returns within this acceptable time, there is no
line issue. You might be using the wrong subnet or gateway on the LAN. Also, if you have a Flowpoint
router, you can run the Flowpoint Portmonitor software to see if they getting full or near full
throughput from the circuit. It does not work with Netopias for a not so obvious reason.
If the WAN IP is not pingable, contact us at 212-982-9800 and we will call
the provisioner of the DSL to file a trouble ticket. If
the WAN or LAN pings above an acceptable time (>50ms), then
a trouble ticket should be filed.
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