Appendix A - Troubleshooting; Configuration Problems - Netopia R2020 User Reference Manual

A A A A p p p p p p p p e e e e n n n n d d d d i i i i x x x x A A A A
T T T T r r r r o o o o u u u u b b b b l l l l e e e e s s s s h h h h o o o o o o o o t t t t i i i i n n n n g g g g
This appendix is intended to help you troubleshoot problems you may encounter while setting up and using the
Netopia R2020. It also includes information on how to contact Netopia Technical Support.
Important information on these problems may be found in the event histories kept by the Netopia R2020.
These event histories can be accessed in the Statistics, Utilities, Tests screen.
This section covers the following topics:
"Configuration problems" on page A-1
"Power outages" on page A-3
"Technical support" on page A-3
Configuration problems
If you encounter problems during your initial configuration process, review the following suggestions before
calling for technical support. There are four zones to consider when troubleshooting initial configuration:
1. the computer's connection to the router;
2. the router's connection to the telecommunication line(s);
3. the telecommunication line's connection to your ISP, and
4. the ISP's connection to the Internet.
If the connection from the computer to the router was not successful, check the following:
The Netopia R2020 is turned on.
An Ethernet cable connects your PC's Ethernet card or built-in Ethernet port to the Netopia R2020.
The SmartStart application is running and able to access the Netopia R2020.
Telnet is available on your PC or Macintosh. (On a PC, it must be specified in your system path. You can
usually find the application as "c:\windowselnet.exe".)
Your PC or Macintosh is properly configured for TCP/IP.
Your PC or Macintosh has an IP address.
Your PC or Macintosh has a subnet mask that matches or is compatible with the Netopia R2020's subnet
mask.
If you are entering a new IP address via SmartStart be sure the correct serial number was entered.
Note: If you are attempting to modify the IP address or subnet mask from a previous, successful configuration
attempt, you will need to clear the IP address or reset your Netopia R2020 to the factory default before
reinitiating the configuration process. For further information on resetting your Netopia R2020 to factory
default, see "Factory defaults" on page 15-7.
Troubleshooting A-1