Troubleshooting Guide

I am not getting any connection. click for answer
My Power LED does not light. click for answer
I am getting poor ADSL speed performance from my Router. click for answer
I get 'Request timed out' response when I ping to my Router. click for answer
I am prompted with the following error message when trying to connect to the Internet.

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I am prompted with the following error message when trying to connect to the Internet.

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I am prompted with the following error message when running the Diagnostics Test.

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I am prompted with the following error message when running the Diagnostics Test.

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I am prompted with the following error message when running the Diagnostics Test.

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I am prompted with the following error message when running the Diagnostics Test.

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I am prompted with software not compatible error message when running Diagnostics Test.

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I am prompted with the following message when I run Diagnostics Test for Line Test.

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My Modem Test fails when I run the Diagnostics Test.

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My Line Test fails when I run the Diagnostics Test. click for answer
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I am not getting any connection.

Ensure that you have powered on your Router.  You should see your Power LED lights up.  Proceed with the following checks:

  1. Check that your ADSL Link LED lights up.  The LED flickers when the Router is trying to establish an ADSL connection.  Upon successful connection, the LED should remain lit up.  If the LED still flickers or does not light up,

  • ensure that you have properly connected your telephone extension cable to your Telephone Wall socket as illustrated in the manual - Step 1.2 Connecting to the ADSL Line.

  • ensure that you have already signed up with your ADSL Service Provider and that they have activated your service.

  1. Check that your Ethernet Link LED lights up. If it doesn't, ensure that you have properly connected your Ethernet cable to your Router as illustrated in the manual - Step 1.1 Connecting to the Ethernet.

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My Power Led does not light up.

Your power adapter could be faulty.  Please check with your dealer. 

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I am getting poor ADSL speed performance from my Router.

  1. Place your Router away from devices or appliances such as monitors, exposed computer systems (with chassis covers removed) or another Router which exhibit magnetic fields that may cause interference to your ADSL line.

  2. Ensure that Micro-Filters are used for phone sockets that are sharing the same ADSL line.

If your Router speed or performance is still unsatisfactory, please contact your ADSL Service Provider. 

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I get 'Request timed out' response when I ping to my Router.

Check that you have selected the option Obtain an IP address automatically for your Ethernet Card. See Frequently Asked Question, 'How do I check the IP settings of my Ethernet card ?'

Restart your system for the IP Address to take effect and try to ping again. 

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I am prompted with the following error message when trying to connect to the Internet.

Check that the telephone extension cable is firmly connected from the LINE jack on your Router to your Telephone Wall Socket (ADSL line).  

If there is nothing wrong with the connections, it is largely due to your ADSL line being 'interrupted', such as when someone picked up your Telephone handset.
This interruption generally happens if your Router is sharing the same line with your Telephone set and you did not connect a Micro-Filter to it.  Refer to the manual - Step 1.3 - Connecting to the Telephone Set (optional) for the Micro-Filter connection or Frequently Asked Questions on the usage of Micro-Filter.

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I am prompted with the following error message when trying to connect to the Internet.

You may have entered the wrong username and/or password. Load in the Installation CD to run the Installation Wizard again.  Click Next to proceed to the username and password dialog box.  Ensure that you have keyed in the username and password as given by your ADSL Service Provider.  (Password entry is case-sensitive).

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I am prompted with the following error message when running the Diagnostics Test.

Your Network Card could be faulty. Click OK. Replace your Network Card and try running the Diagnostics Test again. 

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I am prompted with the following error message when running the Diagnostics Test.

Click OK. Check that you have entered the correct IP Address for your Ethernet Card. See Frequently Asked Question, 'How do I check the IP settings of my Ethernet card ?'.

Restart your system for the IP Address to take effect. Try running the Diagnostics Test again. 

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I am prompted with the following error message when running the Diagnostics Test.

  1. Follow the error message instructions that is prompted on your screen.
  2. Check your Ethernet connections by referring to the manual Step 1.1 - Connecting to the Ethernet. Ensure that you are using the same kind of Ethernet cable that comes with your Router package.  
  3. Click OK and run your Diagnostics Test again.

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I am prompted with the following error message when running the Diagnostics Test.

Click OK. Make sure that you have connected the telephone cable (RJ-11) from the LINE jack on your Router to your Telephone Wall Socket. Refer to your manual on Step 1.2  Connecting to the ADSL Line.

Try running the Diagnostics Test again. If it still fails, it could be that you are having a faulty phone cable. Replace the phone cable and try again. 

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I am prompted with software not compatible error message when running Diagnostics Test.

This error message is prompted when system detects that your Diagnostics Test is not compatible with your Router firmware version. Please contact your dealer. 

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I am prompted with the following message when I run Diagnostics Test for Line Test.

You will not be able to use this feature if it is not supported by your Internet Service Provider. 

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My Modem Test fails when I run the Diagnostics Test.

Check that your ADSL line is connected properly as illustrated in the manual - Step 1.2 - Connecting to the ADSL Line. If your Modem Test still fail, carry out the following steps:

  1. Click on the icon (at the top-left corner) of the DSL Test dialog box. Select Settings.

  2. From the DSL Settings dialog box, click Calibrate.

The Upstream and DownStream values (default listed in the dialog box is 96kbps) should not be lower than 96kbps. Else, contact your ADSL Service Provider immediately.

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My Line Test fails when I run the Diagnostics Test.

Carry out the following steps:

  1. Click on the icon (at the top-left corner) of the DSL Test dialog box. From the menu, select Settings.

  2. Ensure that your VPI and VCI values indicated are as assigned by your ADSL Service Provider.  If not, overwrite the values with your assigned ones.

  1. Click OK and run your Diagnostics Test again

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