Troubleshooting; Technical Support - TP-Link TD-W8961N Quick Installation Manual

Web-based Quick Setup Wizard
6
Select the corret time zone for the modem router, and
then click NEXT.
Select the Connection Type given by your ISP and then
7
click NEXT. Here we use PPPoE/PPPoA as an example.

Troubleshooting

T1. How can I set my computer to Obtain an IP
address / DNS server address automatically?
For Mac OS X
1) Click the Apple icon on the upper left corner of the screen.
2) Go to "System Preferences -> Network".
3) Select Airport on the left menu bar, and then click Advanced for
wireless con guration; or select Ethernet for wired con guration.
4) In the Con gure IPv4 box under TCP/IP, select Using DHCP.
5) Click Apply to save the settings.
For Windows 7
1) Click "Start -> Control Panel -> Network and Internet -> View
network status -> Change adapter settings".
Right-click Wireless Network Connection (or Local Area
2)
Connection), and then click Properties.
Select Internet Protocol Version 4 (TCP/IPv4), and then click
3)
Properties.
4) Select Obtain an IP address automatically and Obtain DNS
server address automatically. Then click OK.
For Windows XP
1) Click "Start -> Control Panel -> Network and Internet
Connections -> Network Connections".
2) Right-click Wireless Network Connection (or Local Area
Connection), and then click Properties.
3) Select Internet Protocol (TCP/IP), and then click Properties.
4) Select Obtain an IP address automatically and Obtain DNS
server address automatically. Then click OK.
( For users unable to run the Resoure CD )
8 Enter the Username and Password provided by your ISP
and then click NEXT.
Record your PPPoE information here:
Username:
Password:
For Windows 8
1) Move your mouse to the lower right corner and click the Search icon
in the Popups.
2) Go to Apps, type Control Panel in the search box and press Enter.
3) Go to "Control Panel -> View network status and tasks > Change
adapter settings".
4) Right-click Ethernet, select Properties. Then double-click Internet
Protocol Version 4 (TCP/IPv4).
5) Select Obtain an IP address automatically and Obtain DNS server
address automatically. Then click OK.
T2. What can I do if I cannot access the Internet?
1) Check your cables and make sure they are all plugged in correctly,
including the telephone line, Ethernet cables and power adapter.
2) Check to see if you can log on to the web management page of the
modem router. The default address of the web management page is
http://192.168.1.1. If you can, try the following steps. (If you can
not, please refer to T1 to configure TCP/IP Properties and then try to
access the Internet again.)
3) Consult your ISP and make sure all the VPI/VCI, Connection Type,
account username and password are correct. If they are not, please
repleace them with the correct settings and try again.
4) If you still cannot access the Internet, please restore your modem
router to its factory default settings and reconfigure your modem
router following the instructions in this QIG.
5) Please feel free to contact our Technical Support if the problem still
exists.
9 The WLAN function is enabled by default. It is strongly
recommended to change the SSID (Wireless Network
Name) and set a Pre-Shared Key for network security.
Keep other settings by default, then click NEXT.
Disable Wireless Security is not recommended.
Record your wireless information here:
SSID(Wireless Network Name):
Pre-Shared key:
For the advanced con gurations, please refer to the User Guide at http://www.tp-link.com．
T3. How can I restore my modem router's con guration
to its factory default settings?
Once the modem router is reset, the current settings will be lost and you will
need to reconfigure the modem router. We strongly suggest you back up
the current settings before resetting the modem router. For more Backup
information, please refer to 4.6.3 Firmware on User Guide.
With the modem router powered on, use a pin to press and hold the RESET
button on the rear panel for 8 to 10 seconds before releasing it.
T4. What can I do if I forget my password?
Reset the modem router rst and then use the default user name and
password: admin/admin.
For more details about Troubleshooting and
Technical Support contact information, please
log on to our Technical Support website:
http://www.tp-link.com/en/support
10
Complete the con guration and click NEXT.
Quick Start has completed. Click CLOSE to make your
11
9 settings take e ect.
The basic settings for your modem router are
completed. Please open the web browser and try to log
on to http://www.tp-link.com to test your Internet
connection.

Technical Support

For more troubleshooting help, go to http://www.tp-link.com/en/support/faq
To download the latest Firmware, Driver, Utility and User Guide, go to
http://www.tp-link.com/en/support/download
For all other technical support, please contact us by using the following details:
Global
Australia / New Zealand
Tel: +86 755 2650 4400
Tel: NZ 0800 87 5465(Toll Free)
Fee: Depending on rate of di erent carriers, IDD.
AU 1300 87 5465(Depending on 1300 policy.)
E-mail: support@tp-link.com E-mail: support.au@tp-link.com (Australia)
Service time: 24hrs, 7 days a week support.nz@tp-link.com (New Zealand)
Malaysia Service time: 24hrs, 7 days a week
Toll Free: 1300 88 875 465 Singapore
E-mail: support.my@tp-link.com
Tel: +65 6284 0493
Service time: 24hrs, 7days a week
Fee: Depending on rate of di erent carriers.
UK
E-mail: support.sg@tp-link.com
Tel: +44 (0) 845 147 0017
Service time: 24hrs, 7 days a week
Fee: Landline: 1p-10.5p/min, depending on
Ukraine
the time of day. Mobile: 15p-40p/min,
Tel: 0800 505 508
depending on your mobile network.
Fee: Free for Landline; Mobile: Depending on rate
E-mail: support.uk@tp-link.com
of di erent carriers.
Service time: 24hrs, 7days a week
E-mail: support.ua@tp-link.com
Turkey
Service time: Monday to Friday, 10:00 to 22:00
Tel: 0850 72 444 88（Turkish Service）
USA / Canada
Fee: Depending on rate of di erent carriers.
Toll Free: +1 866 225 8139
E-mail: support.tr@tp-link.com
E-mail: support.usa@tp-link.com(USA)
Service time: 09:00 to 21:00 , 7days a week
support.ca@tp-link.com(Canada)
Brazil
Service time: 24hrs, 7days a week
Toll Free: 0800 608 9799(Portuguese Service)
Poland
E-mail: suporte.br@tp-link.com
Tel: +48 (0) 801 080 618
Service time: Monday to Friday,09:00 to 20:00;
+48 223 606 363 (if calls from mobile phone)
Saturday, 09:00 to 15:00
Fee: Depending on rate of di erent carriers.
Italy
E-mail: support.pl@tp-link.com
Tel: +39 023 051 9020
Service time: Monday to Friday, 09:00 to 17:00. GMT+1 or
Fee: Depending on rate of di erent carriers.
GMT+2 (DST)
E-mail: support.it@tp-link.com
Switzerland
Service time: Monday to Friday, 09:00 to 13:00;
Tel: +41 (0)848 800 998 (German Service)
14:00 to 18:00
Fee: 4-8 Rp/min, depending on rate of di erent time.
Indonesia
E-mail: support.ch@tp-link.com
Tel: (+62 ) 021 6386 1936
Service time: Monday to Friday, 09:00 to 12:30 and
Fee: Depending on rate of di erent carriers.
13:30 to 18:00. GMT+ 1 or GMT+ 2 (DST)
E-mail: support.id@tp-link.com
Service time: Sunday to Friday, 09:00 to12:00; France
13:00 to18:00 *Except public holidays Tel: 0820 800 860 (French service)
Germany / Austria Fee: 0.118 EUR/min from France
Email: support.fr@tp-link.com
Tel :+49 1805 875 465 (German Service)
Service time: Monday to Friday, 09:00 to 18:00
+49 1805 TPLINK
*Except French Bank holidays
+43 820 820 360
Fee: Landline from Germany: 0.14EUR/min. Russian Federation
Landline from Austria: 0.20EUR/min. Tel: 8 (499) 754 5560(Moscow NO.)
E-mail: support.de@tp-link.com
8 (800) 250 5560 (Toll-free within RF)
Service Time: Monday to Friday, 09:00 to 12:30 and
E-mail: support.ru@tp-link.com
13:30 to 18:00. GMT+1 or GMT+2 ( DST in Germany)
Service time: From 9:00 to 21:00 (Moscow time)
* Except bank holidays in Hesse
*Except weekends and holidays in RF
www.tp-link.com
TP-LINK TECHNOLOGIES CO., LTD.