MSBBN: How to troubleshoot Microsoft Broadband Internet connection problems (812951)

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Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.
Use the following methods in the order that they appear in until you resolve the problem.

Repair the connection

If your computer is running Microsoft Windows XP, repair your network connection. To do this, follow these steps:

1. Click Start, and then click Control Panel.
2. Click Network and Internet Connections, click Network Connections, and then double-click the network that you want to repair.
3. Click the Support tab, and then click Repair.

Examine the equipment

Look to see if the base station's port light is on. If the port light is not on, examine the connection at both ends of the Ethernet cable. Disconnect and then reconnect the cable at each end to see whether the light comes on. Try to use a different port or cable, if one is available.

Change the IP address lease time

1. Start the Microsoft Broadband Network Utility.
2. On the Tools menu, click Management Tool.
3. When you are prompted to, log on to the base station. To do this, use the password that you created when you ran the Setup Wizard the first time. If you did not run the Setup Wizard, use the following default base station password:

   admin

4. On the Management menu, click Local Area Network.
5. Under Local Area Network (LAN) Settings, click 2 weeks next to Lease time for assigned IP address.
6. Click Apply.

Determine whether the base station has a Wide Area Network (WAN) IP address

1. Start the Microsoft Broadband Network Utility.
2. On the Tools menu, click Management Tool.
3. When you are prompted to, log on to the base station. To do this, use the password that you created when you ran the Setup Wizard the first time. If you did not run the Setup Wizard, use the following default base station password:

   admin

4. On the Home page, examine the settings under Wide Area Network (WAN) Settings.

If your computer does not have a WAN IP address assigned to it, your base station may not be communicating correctly with your modem. If a WAN IP address is not listed, follow the steps that are listed in the "Reset or restore the device" section to reset your device. For additional information about what to do if there still is no WAN IP address, click the following article number to view the article in the Microsoft Knowledge Base:

Download and install the latest firmware update

For additional information about how to update the firmware on your base station, click the following article number to view the article in the Microsoft Knowledge Base:

Reset or restore the base station

Turn your modem off, turn it back on, and then reset the base station. To reset base station, follow these steps:

1. Start the Microsoft Broadband Network Utility.
2. On the Tools menu, click Management Tool.
3. When you are prompted to, log on to the base station. To do this, use the password that you created when you ran the Setup Wizard the first time. If you did not run the Setup Wizard, use the following default base station password:

   admin

4. On the Management menu, click Reset Base Station.
5. On the Reset Base Station page, click Reset.
6. While the reset is in progress, the power light on the base station blinks and then turns orange. When the light is solid green, the reset is completed.

If this does not resolve the issue, you may want to restore the base station to factory defaults, and then test your connection again. To do this, follow these steps:

1. Start the Microsoft Broadband Network Utility.
2. On the Tools menu, click Management Tool.
3. When you are prompted to, log on to the base station. To do this, use the password that you created when you ran the Setup Wizard the first time. If you did not run the Setup Wizard, use the following default base station password:

   admin

4. On the Management menu, click Back Up and Restore Settings.
5. On the Back Up and Restore Settings page, click Restore Factory Default Settings.
6. While the original factory default settings are restored, the power light on the base station blinks and then turns orange. When the light is solid green, the settings are restored.

If you cannot log on to the Base Station Management Tool, restore the base station to factory defaults. To do this, follow these steps:

1. Use a pointed object, like a ball-point pen, to press and hold the recessed Reset button on the back of the base station.
2. When the Power light on the front of the base station starts to blink green and orange, release the Reset button. The Power light turns solid orange. When it turns solid green, the restoration is completed. This process takes about a minute.

For additional information about how to troubleshoot issues that are specific to wireless connections, click the following article number to view the article in the Microsoft Knowledge Base: For additional information about how to troubleshoot your network by using the Windows Ping utility, click the following article number to view the article in the Microsoft Knowledge Base: