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5 Troubleshooting Guide
Tips for Cable/DSL Modem Users
No Internet Access
If you are experiencing problems connecting to the Internet after installing your SonicWALL,
you should turn off your cable modem for five (5)minutes, and then turn it back on. Restart the
SonicWALL and try to access it using the LAN IP address. This is an easy fix that's worth trying
before contacting tech support.
If you are using NAT with DHCP Client network configuration, log into the SonicWALL and
click General, then Network. Verify that the Host Name field has information in it. Your ISP
may require a Host Name to connect to the Internet.
Some ISPs require the MAC address or the Ethernet address of the SonicWALL before the IP
lease can be established. The MAC address of the SonicWALL is the serial number located on
the bottom of the appliance. It is also displayed on the Status page of the General window.
Cannot Maintain IP Address
Typically, cable modem users obtain an IP address dynamically via DHCP. The IP address is
leased for a specific period of time and then renewed by the DHCP server. If you are
experiencing trouble maintaining your lease from your service provider, configure the
SonicWALL to be "pingable" from the WAN. Some ISPs assume that if they cannot ping you,
you must not be online and the lease is not renewed by the DHCP server. Use the following
steps to solve this problem:
1. Open your Web browser and enter the LAN IP address of the SonicWALL to access the
Management interface.
2. Log into the Management interface using the user name and password you created during
configuration.
3. Click Access, then Rules.
4. Click Add New Rule.
5. Select Allow from the Action choices.
Page 64 SonicWALL TELE3 MultiPath Installation Guide
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