Vigor Troubleshooter

 

Dray T ek  ADSL Routers Internet Connectivity Troubleshooting & Problem Flowchart

© 2006 SEG. Version 1.02

 

“I can’t access the Internet… HELP !”

Internet Connectivity Troubleshooting

Check PSU No lights

1.

2.

10.

Vigor cannot see line... Cable, Filter / ISP related

Yes

 ADSL SHOWTIME

No

Can you access the Router Web Config Con fig ?

TFTP mode

Check

No

lights on Vigor 

.RST Reflash

3.

Yes

LEDs LE Ds OK

Telnet 11.

12a.

Fixed IP from ISP

Up

Down

WAN Status

12.

5.

No Telnet  Access

DSL Settings ISP (SNR / UK2)

Management Ports ~ Find out or Reset

4.

ISP

Ping Reply (no HTTP / Telnet)

13.

Page not found

Check DSL Settings

IP Address Subnet Mask Gateway

Looks OK

18.

DNS

OK

ISP can block Pings, check website by IP Address in Browser 

Looks wrong

OK, still no access

Ping to Web by Hostname

Destination Unreachable

Request

Could not find

Timeout

Host / Request Timeout

17.

IP Ping from Telnet

Request Timeout

OK

Gateway / Firewall / AntiVirus AntiV irus / Proxy on PC

www.support.draytek.co.uk 

Still no access

15. 14.

16.

Check Ping by IP  Address

Use DHCP / Set Statically

Check Gateway of PC

Ping (to Vigor) No Reply 6.

Check Network Setup Software Firewall  Anti-Virus Proxy

Could not find Host

No reply 7.

8.

Try diff PC / Cable

OK

No reply

DNS

Reset Vigor back to 192.168.1.1 Setup PC with correct IP / GW

No reply 9.

NIC / PC faulty

No reply

Ping 127.0.0.1

OK

.RST Reflash © 2005 SEG V1.02

 

(Pleaseaccess read these notes in conjunction with the flowchart) “I can’t the Internet… HELP!”

1. Can y you ou access the Router Web Configur Configurator? ator? The Router Web Configurator is where the majority of the Vigor setup takes place. Access the Router Web Conf Configurator igurator by opening any standard Web Browser (Microsoft Internet Explorer, Mozilla Firefox etc.) and enter the Vigor’s local IP Address into the t he Address Bar. This should prompt you for a Username and Password, which by default are both blank. 2. Check the LED LEDs s on the V Vigor igor The LEDs (lights) on the Vigor Routers can give a very quick indication of the current state state of the Vigor. The mos mostt important LED is the A ACT. CT. In normal operation mode the ACT will be blinking approximately once per second. If the ACT is O On n solid or Off com completely pletely this would suggest a hardware failure. Check that there is a LAN LED on, indicating that a PC is plugged into the Vigor by Ethernet Cable. Cable. If the PC is co connecting nnecting Wirelessly to tthe he Vigor, simplify the scenario by Disabling Wireless and plugging in an Ethernet Cable.

The LED immediately to the right of the ACT (usually labelled QoS, depending on the model) model) can indicate a d different ifferent mode of operation. If the  ACT and QoS are blinking simultaneously simultaneously (approx once per second) second) this indicates TFTP Firmware Mode. TFTP Mode is a “safe m mode” ode” which the Vigors use when receiving Updates. In TFTP Mode there will not be any access to the Router Web Configurator (either by HTTP or Telnet) but the t he Vigor should accept a Firmware from a standard standard TFTP Upload Ut Utility. ility. After the upload the V Vigor igor should reboot and return to the normal operating mode. TFTP Mode can be forced manually by powering the Vigor on while holding in the Factory Reset Reset button at the rear. This is som sometimes etimes useful if the ACT has turned solid (On or Off) and there is no access to the Router Web Configurator. Forcing TFTP M Mode ode should then allow a Firmw Firmware are Upgrade to restore the Vigor. Note: Forcing TFTP Mode manually will only last for 30 seconds, so have your TFTP Utility ready to send send the Firmw Firmware are first ! There is mo more re www.support.draytek.co.uk site  site information on reflashing on the www.support.draytek.co.uk

 

  3. Telnet It is fairly commo common n to change the Management Management Port for tthe he Router Web Configurator, and so trying to access the Vigor on http://192.168.1.1 http://192.168.1.1 alone  alone will fail if this has been done. Changing the Telnet Port however is far less common, so if you can Telnet into the Vigor and perform the following command this will tell you what the current HTTP Management Port is: mngt httpport ?

You would then suffix the Management Port to the IP Address when accessing the Router Web Configurator, eg: http://192.168.1.1:8080  http://192.168.1.1:8080  

4. IP A Address, ddress, S Subnet ubnet Mask, Gateway The IP Address of the PC must be in the same logical Subnet as the Vigor. From a Command / DOS Prompt on the PC run the ‘ipconfig’ command command to see what the current TCP/IP details are: C:\>ipconfig Windows IP Configuration Configuration Ethernet adapter Local Area Connection Connection: :

Connection-specific DNS Suffix : IP Address. . . . . . . . . . . : 192.168.1.10 Subnet Mask . . . . . . . . . . : 255.255.255.0 Default Gateway . . . . . . . . : 192.168.1.1

The Default Gateway should be set to the Vigor’s IP Address, which tells the PC to send all traffic tr affic destined for the Internet to the Vigor. 5. Management Ports ~ Find out or Re Reset set If Pings to the Vigor reply from a PC on the LAN but you cannot access the Vigor bybeen HTTP or Telnet this suggests both Management Ports in the Vigor have changed. Try guessing a few common HTTP Ports; 81, 88, 8000, 8080, 8888 but if you cannot gain access you will have to Reset the Vigor back to Factory Defaults. 6. Check: Network Setup, S Software oftware Firewall, Anti-Virus, P Proxy roxy If Pings to the Vigor do not reply, but all the LEDs appear to be OK (ACT is flashing once per second and the unit is not in TFTP Mode) this suggests that the either the Network is not a ‘simple’ PC to Vigor scenario, or that something on the PC is i s purposefully blocking outbound access. Check that the PC is connected directly into the Vigor; not through t hrough an additional Hub, Switch, Hardware Firewall or Proxy Server etc. If the PC is connected Wirelessly try to simplify the situation by disabling the Wireless on the PC and connecting by Ethernet Cable.

 

Check that there are no Software Firewalls (Windows XP, Norton Internet Security, ZoneAlarm, Panda etc.) or Anti-Virus Utilities running on the PC (either could potentially be blocking access to the Vigor). In Microsoft Internet Explorer go to the -> Tools menu option -> Internet Options -> Connections Tab Connections should be set on ‘Never dial a connection’ and then go into the LAN Settings button at the bottom.  All these options should be Disabled. Disabled. Un-tick any options that are currently enabled and Click OK. 7. Hold ResetinVigor to 192.168.1.1 the Factory Reset button at the rear until the ACT starts flickering rapidly. This will Reset the V Vigor igor back to 192. 192.168.1.1 168.1.1 with default Management Ports. Ports. Ensure that the IP Addre Address ss and Gateway of th the e PC is updated with the new details if necessary. 8. Try a different P PC C and/or Ethernet Cable If Pings continue to fail after you have Reset the Vigor and ensured the IP  Addresses are correct this suggests some some kind of Hardware Fault between the Vigor and the PC.

Test with a different PC and Ethernet Cable. 9. Ping 127.0.0.1 127.0.0.1 is the Loopback address. By Pinging th this is address your PC will send a Ping to its own Ethernet adapto adaptor. r. This is usefu usefull in extreme circumstances when you are not sure if an Ethernet Adaptor is functioning correctly. 10. ADSL Showtime From the Main Menu of the Router Web Configurator go to the Online Status link. The ADSL S Status tatus at the bottom will tell you if the Vigor has synchronised on the ADSL. Synchronisation is indicated by the SHOWTIME message appearing in Green under the State.  All the ADSL Vigorshave try etobeen synchronise automatica automatically lly to the ADSL (even before any settings hav conf configured). igured). If the Vigor is no not t reporting Showtime this suggests some form of physical / hardware issue relating directly to the ADSL Line.