LInksys RMA Checklistx 22. L1 Checklist

2018-09-17

: Linksys 22. Linksys L1 Rma Checklist 22. Linksys L1 RMA Checklist process s

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ISSUE AFFECTED DEVICES
ASSOCIATED
MANIFESTATIONS /
POSSIBLE REASONS
MINIMUM L1 TROUBLESHOOTING STEPS REQUIRED PRIOR TO
RMA OR ESCALATION
FIRMWARE UPGRADE
REQUIRED?
L2
TROUBLESHOOTING
REQUIRED PRIOR TO
RMA?
Device will not power
on.
* Routers
* Gateways
* Modems
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Using incorrect power
adapter
* Device's power adapter is
broken
* Device's power port is
broken
* DoA
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Isolate the issue by using different power outlet.
* Isolate further by using other power adapter, if there is any.
* Hard reset the device using the reset button.
* If same issue, device is defective.
NO NO
Port LED will not lit.
* Routers
* Gateways
* Modems * Access
Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Port lights are disabled
* Loose ethernet cabling
* Defective ethernet cable
* Defective WAN/LAN port
* Defective NIC (computer)
* Broken port LED
* Some devices have a feature to turn-off the LEDs, make sure it's set to
on.
* Make sure that the ethernet cable is in good condition. Use another
ethernet cable if necessary.
* Make sure that both ends of the ethernet cable is properly connected,
not loose.
* Perform a loop test on the device. Connect one end of the ethernet
cable to one of the ethernet ports, and connect the other end to another
port of that same device.
* Check the ethernet port of the connected computer, make sure it's
enabled.
* Hard reset the device using the reset button.
* Upgrade or reflash the firmware. Use the TFTP utility or follow the
recovery procedure, if you cannot access the GUI.
* If same issue, device is defective.
YES NO
Wireless LED will not lit.
* Wireless Routers
* Wireless Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Wireless Network
Cameras
* Device's wireless function is
disabled
* Wireless LED is broken
* No wireless client connected
* Firmware issue
*Check wireless settings of the device, make sure SSID broadcast is
enabled.
* Check if a wireless client can detect the wireless broadcast of the
device; try to connect wirelessly. Some devices will not lit its wireless LED
if no wireless client is using it.
* Hard reset the device using the reset button.
* Upgrade or reflash the firmware. Use the TFTP utility or follow the
recovery procedure, if you cannot access the GUI.
* If same issue, device is defective.
YES NO
HARDWARE ISSUES
All lights are blinking.
* Routers
* Gateways
* Modems
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Using incorrect power
adapter
* Power surges
* Firmware issue
* DoA
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Hard reset the device using the reset button.
* Upgrade or reflash the firmware. Use the TFTP utility or follow the
recovery procedure, if you cannot access the GUI.
* If same issue, device is defective.
YES NO
Blinking power light.
* Routers
* Gateways
* Modems
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Using incorrect power
adapter
* Power surges
* Firmware issue
* DoA
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Hard reset the device using the reset button.
* Upgrade or reflash the firmware. Use the TFTP utility or follow the
recovery procedure, if you cannot access the GUI.
* If same issue, device is defective.
YES NO
Device smells burnt / on
fire / releases smoke /
overheating.
* Routers
* Gateways
* Modems
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Using incorrect power
adapter
* Power surges
* Device is exposed to
extreme conditions.
* Follow the product safety process in AP, http://forums-
tac.linksys.com/t5/North-America/Product-Safety-Process/m-
p/419970#M5
NO YES
Device reboots
randomly.
* Routers
* Gateways
* Modems
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Using incorrect power
adapter
* Loose power connection
* Broken power adapter
* Broken power port
* Firmware issue
* Device is overheating
* If device is overheating, follow the product safety process mentioned
above.
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Isolate the issue by using different power outlet.
* Isolate further by using other power adapter, if there is any.
* Hard reset the device using the reset button.
* Upgrade or reflash the firmware. Use the TFTP utility or follow the
recovery procedure, if you cannot access the GUI.
* If same issue, device is defective.
YES
NO (unless it's a product
safety issue)
Device creates a
beeping/hissing sound.
* Routers
* Gateways
* Modems
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Using incorrect power
adapter
* Broken power adapter
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Isolate the issue by using different power outlet.
* Isolate further by using other power adapter, if there is any.
* Hard reset the device using the reset button.
* Upgrade or reflash the firmware. Use the TFTP utility or follow the
recovery procedure, if you cannot access the GUI.
* If same issue, device is defective.
YES NO
Device reset button will
not work.
* Routers
* Gateways
* Modems
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Broken reset button
* DoA
* Reset the device using an option in the device's GUI.
* Upgrade or reflash the firmware. Use the TFTP utility or follow the
recovery procedure, if you cannot access the GUI.
* If same issue, device is defective.
YES NO
Device external antenna
is broken.
* Wireless Routers
* Wireless Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Wireless Network
Cameras
* Antenna not properly
installed
* Improper handling of device
* DoA
* Try to reinstall the antenna following the instructions provided in the
documentation (User Guide).
* If same issue, device is defective.
NO NO
Wireless NIC or wireless
adapter cannot be
detected by the
computer.
* Wireless USB Adapters
* Defective USB port on the
computer
* DoA
* Isolate the issue by using different USB ports on the same computer.
* Isolate further by using other computers' USB ports.
* If same issue, device is defective.
NO NO
Wireless LED of the
wireless NIC or wireless
adapter will not lit.
* Wireless USB Adapters
* USB port on the computer
has a version lower than 2
* Defective USB port on the
computer
* Driver issue
* DoA
* Isolate the issue by using different USB ports on the same computer.
* Isolate further by using other computers' USB ports.
* Make sure that the computer can detect the wireless NIC.
* Upgrade the wireless NIC driver.
* If same issue, device is defective.
YES NO
CONNECTIVITY ISSUES
Wireless client cannot
connect to the network
wirelessly - other
wireless clients are
working perfectly.
* Wireless Routers
* Wireless Gateways
* Access Points (AP)
* Wireless Range
Extenders
* Wireless security key is
incorrect
* SSID/wireless security key
have special characters
* MAC filter is enabled on the
AP/wireless router
* Wireless client is too far
from the AP/wireless router
(beyond the recommended
distance)
* Wireless security mismatch
* Wireless interference
* Defective wireless NIC
* Firmware issue
* Check the wireless settings of the AP/wireless router, make sure you
know the wireless security key; make sure the SSID and the wireless
security key, set on the AP/wireless router, do not have special
characters. Some wireless clients have issues connecting wirelessly if
SSID/wireless security key have special characters.
* Make sure the wireless MAC filter on the AP/wireless router is disabled.
* Make sure that the distance between the AP/wireless router and the
wireless client is within the recommended distance, and wireless client
should be at least 5 feet away from the AP/wireless router.
* Make sure no wireless interference from other wireless devices, e.g.
cordless phones and microwave ovens are known to be using the same
WIFI band; make sure that the AP/wireless router is set to a channel not
common in the area.
* Make sure that the driver of the wireless NIC of the wireless client is
updated. Note that not all wireless NIC is compatible with WPA2. Only
new models of wireless NIC with updated drivers are compatible with
WPA2.
* Isolate the issue by using other wireless clients.
* Isolate further by disabling the security of the wireless network.
Regardless of the wireless NIC being used, wireless clients should be able
to connect to an unsecure network.
* Upgrade or reflash the firmware.
* If same issue, device is defective.
YES NO
Wired computer is not
getting a valid IP
address from the DHCP
server - other wired
computers are working
perfectly.
* Routers
* Gateways
* Computer is not set to DHCP
client
* Not enough IP addresses set
on the DHCP server
* Loose ethernet cabling
* Ethernet cable is not using
the standard length
* Defective NIC
* Firmware issue
* Make sure that the computer's NIC is enabled, is set to full duplex, and
is set to obtain IP address from the DHCP server.
* Make sure that the ethernet cable used is following the standard
length; make sure that both ends of the ethernet cable are properly
connected.
* Isolate the issue by connecting other wired computers.
* Make sure that the DHCP service is enabled and is set with enough IP
address to cover all clients.
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Upgrade the driver of the NIC, if possible.
* Upgrade or reflash the firmware, if possible. Temporarily set static IP
address on the computer, if necessary.
* If same issue, device is defective.
YES NO
Wireless client is not
getting a valid IP
address from the DHCP
server - other wireless
clients are working
perfectly.
* Wireless Routers
* Wireless Gateways
* Wireless client is not set to
DHCP client
* Wireless client is not
connected to the AP/wireless
router
* Wireless client is too far
away from the AP/wireless
router
* DHCP service is disabled
* Not enough IP addresses set
on the DHCP server
* Defective wireless NIC
* Using incorrect power
adapter
* Firmware issue
* DoA
* Make sure that the client's wireless NIC is enabled, set to full duplex,
and is set to obtain IP address from the DHCP server.
* Make sure that the wireless client is connected to the wireless network;
make sure it is within the recommended range of the AP/wireless router.
* Isolate the issue by connecting other wireless clients.
* Make sure that the DHCP service is enabled and is set with enough IP
address to cover all clients.
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Upgrade or reflash the firmware. Temporarily set static IP address on
the computer, if necessary.
* If same issue, device is defective.
YES NO
Intermittent ping reply
from the device - same
issue with all
computers.
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Using incorrect power
adapter
* Defective ethernet cable (if
wired)
* Wireless interference (if
wireless)
* Attenuation due to long
distance
* Defective NIC
* Firmware issue
* DoA
* Isolate the issue by using different computers when doing the ping.
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* For wired connection, make sure that the ethernet cable is in good
condition; make sure that the lenght of the cable is less than 100 meters;
and make sure that both ends of the ethernet cable are properly
connected.
* For wireless connection, make sure that the distance between the
AP/wireless router and the wireless client is within the recommended
distance, and wireless client should be at least 5 feet away from the
AP/wireless router.
* Make sure no wireless interference from other wireless devices, e.g.
cordless phones and microwave ovens are known to be using the same
WIFI band; make sure that the AP/wireless router is set to a channel not
common in the area.
* Upgrade the driver of the NIC, if possible.
* Upgrade or reflash the firmware, if possible. Temporarily set static IP
address on the computer, if necessary.
* If same issue, device is defective.
YES NO
Not getting the
authentication prompt
when trying to access
the device GUI.
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Pop-up blocker is enabled
on the browser
* High browser security
* Not connected properly to
the device
* Make sure that you can ping the device before accessing the GUI.
* Isolate the issue by using different Internet browsers or using different
computers.
* If allowed, disable the pop-up blocker feature on the Internet browser.
Please note that different browsers have different ways to disable the
pop-up blocker feature.
* Hard reset the device using the reset button.
NO NO
Getting Management
page when trying to
access the device GUI.
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Firmware issue
* Flash the firmware of the device. Most management page will give you
a tool to flash the firmware.
* Hard reset the device using the reset button.
* Use the TFTP utility to flash the firmware of the device, if possible.
* If same issue, device is defective.
YES NO
Getting "401
Unauthorized" error
message when trying to
access the device GUI.
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Trying to access the device
GUI using incorrect username
and password
* When prompted, make sure to provide the correct device username
and password. NO NO
Getting "403 Forbidden"
error message when
trying to access the
device GUI.
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Trying to access the device
GUI incorrectly, e.g. by
default, you can only access
the device GUI using HTTP
(not HTTPS) and through
wired connection (and not
wireless).
* When trying to access the device GUI, make sure that your computer is
wired to the device.
* Make sure to use the correct protocol - HTTP or HTTPS.
* Isolate the issue by using different Internet browsers or using different
computers.
* Hard reset the device using the reset button.
NO NO
Getting "404 Not
Found" error message
when trying to access
the device GUI.
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Trying to access the device
GUI using incorrect URL. * Not
connected properly to the
device
* Make sure you type the correct URL. For most devices, you can access
its GUI using its IP address, e.g. http://192.168.1.1. Alternatively, you can
also access the GUI using its device name, e.g. Linksys00011.
* Make sure that you can ping the device before accessing the GUI.
* Hard reset the device using the reset button.
NO NO
Getting "407 Proxy
Authentication
Required" error
message when trying to
access the device GUI.
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Trying to access the device
GUI using a browser setup
with Proxy Server for LAN *
Not connected properly to the
device
* Make sure that you can ping the device before accessing the GUI.
* Isolate the issue by using different Internet browsers or using different
computers. If allowed, reset the browser settings.
NO NO
When trying to access
the device GUI, it
prompts for a username
and password for a
different device (ex:
Tomato, DDWRT,
Trendnet, Speedstream,
Westell, Motorolla, etc).
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Customized firmware (not
using the official firmware of
the device
* Computer is connected to
the wrong device
* Computer is connected to
multiple devices (e.g. wired to
one device and wireless to the
other) that have the same IP
address
; NO NO
Device GUI has broken
tool tips.
Device GUI has
incomplete tabs.
Device GUI has unusual
characters.
Device will not save
changes to the settings.
Router will not sync
with the modem, not
getting Internet IP
address.
* Routers
* Gateways
* Modem is offline
* Defective WAN port
* Defective ethernet cable
* Loose ethernet cabling
* Incorrect Internet
connection configuration
* Incorrect MTU size set on
the rouer
* Using incorrect power
adapter
* Firmware issue
* Isolate the issue by making sure that you can go online behind the
modem.
* Make sure that the ethernet cable connecting the modem and the
router is in good condition; make sure that it's following the standard
length; make sure that both ends are properly connected; make sure
appropriate LEDs are lit.
* Check the router's Internet configuration, make sure it matches with
that of the ISP.
* Check the MTU size set on the router, make sure it's set to auto.
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
FUNCTIONALITY ISSUES
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Network Cameras
* Network Attached
Storages
* Browser issue
* Firmware issue
* Isolate the issue by using different Internet browsers or using different
computers.
* Hard reset the device using the reset button.
* Upgrade or reflash the firmware. Use the TFTP utility or follow the
recovery procedure, if you cannot access the GUI.
* If same issue, device is defective.
YES NO
AP/wireless router has
no wireless broadcast -
same issue with all
wireless clients.
* Wireless Routers
* Wireless Gateways
* Access Points (AP)
* SSID broadcast is disabled
* Wireless interference from
other wireless devices
* Wireless client is too far
from the AP/wireless router
* Using incorrect power
adapter
* Firmware Issue
* Make sure that the distance between the AP/wireless router and the
wireless clients is within the recommended distance (wireless clients
should be at least 5 feet away from the AP/wireless router).
* Make sure no wireless interference from other wireless devices, e.g.
cordless phones, microwave ovens, and any other wireless routers, are
known to be using the same WIFI band; make sure that the AP/wireless
router is set to a channel not common in the area.
* Relocate the AP/wireless router, if possible; it is recommended to place
the AP/wireless router on top of a desk or on a wall (open space).
* Make sure that the power rating of the power adapter matches with
the power rating of the device (recommend to use the power adapter
that came with the device).
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Router will not give out
IP addresses to hosts (or
will not give out valid IP
address) - same issue
with all computers.
* Routers
* Gateways
* DHCP server feature is
disabled
* Computers are not
connected properly
* Firmware issue
* Make sure that computers are connected properly - both wired and
wireless clients.
* Make sure that the DHCP server on the router is enabled; set static IP
address on the computer, if necessary, just to open the device GUI.
* Upgrade or reflash the firmware. Temporarily set static IP address on
the computer, if necessary. Reset, power cycle, and reconfigure the
device.
* If same issue, device is defective.
YES NO
All computers cannot
resolve domain names,
but can ping the
website IP address.
* Routers
* Gateways
* DNS on the router is not
properly set
* Firmware issue
* Isolate the issue by making sure that you don’t have the same issue if
connected behind the modem.
* Make sure that the DNS settings on the router is set to dynamic; make
sure that the router is getting DNS IP address from the modem.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Router is not allowing
VPN access.
* Routers
* Gateways
* No VPN client software is
installed on the computer
* VPN client software is not
properly configured
* VPN passthrough feature on
the router is disabled
* Need to open service ports
on the router specific to the
VPN client software
* Firmware issue
* Isolate the issue by making sure that you don’t have the same issue if
connected behind the modem.
* Make sure that the VPN passthrough feature of the device is enabled.
* Open the specific service ports on the router; this should be
coordinated with the VPN network admin.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the router.
* Make sure that the modem is on bridge mode. Internet IP address on
the router should be public IP address.
* If same issue, device is defective.
YES NO
Slow Internet
connectivity - same
issue on all computers.
* Routers
* Gateways
* Slow Internet speed from
the ISP
* Incorrect ethernet cables
used
* Incorrect MTU set on the
router
* Firmware issue
* Isolate the issue by making sure that you don’t have the same issue if
connected behind the modem.
* Make sure that the ethernet cables used, especially the one connecting
the modem and the router, are in good condition and within the
prescribed lenght. Use another ethernet cable if necessary. Ethernet
cables should be at least Cat5e or Cat6.
* Check the MTU size set on the router, make sure it's set to auto.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Slow wired connectivity -
same issue with all
wired computers; no
problem with wireless
connectivity.
* Routers
* Gateways
* Incorrect ethernet cables
used
* Incorrect MTU size set on
the router
* Firmware issue
* Make sure that the ethernet cables used are in good condition and
within the prescribed lenght. Use another ethernet cable if necessary.
Ethernet cables should be at least Cat5e or Cat6.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Slow wireless
connectivity - same
issue with all wireless
clients; no problem with
wired connectivity.
* Wireless Routers
* Wireless Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Wrong wireless security
mode set on the AP/wireless
router
* Location of the AP/wireless
router
* Wireless interference
* Wireless range issue
* Firmware issue
* Make sure that the distance between the AP/wireless router and the
wireless clients is within the recommended distance, and wireless clients
should be at least 5 feet away from the AP/wireless router.
* Make sure no wireless interference from other wireless devices, e.g.
cordless phones, microwave ovens, and any other wireless routers, are
known to be using the same WIFI band; make sure that the AP/wireless
router is set to a channel not common in the area.
* Relocate the AP/wireless router, if possible; it is recommended to place
the AP/wireless router on top of a desk or on a wall (open space).
* Check the wireless security mode set on the AP/wireless router, it is
recommended to use WPA2-AES.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Intermittent Internet
connectivity - same
issue with all
computers.
* Routers
* Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Intermittent Internet
connection from the ISP
* Incorrect ethernet cables
used
* Incorrect MTU set on the
router
* Firmware issue
* Isolate the issue by making sure that you don’t have the same issue if
connected behind the modem.
* Make sure that the ethernet cables used, especially the one connecting
the modem and the router, are in good condition and within the
prescribed lenght. Use another ethernet cable if necessary. Ethernet
cables should be at least Cat5e or Cat6.
* Check the MTU size set on the router, make sure it's set to auto.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Intermittent wireless
connectivity - same
issue with all wireless
clients.
* Wireless Routers
* Wireless Gateways
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Wireless interference
* Wireless range issue
* Firmware issue
* Make sure that the distance between the AP/wireless router and the
wireless clients is within the recommended distance, and wireless clients
should be at least 5 feet away from the AP/wireless router.
* Make sure no wireless interference from other wireless devices, e.g.
cordless phones, microwave ovens, and any other wireless routers, are
known to be using the same WIFI band; make sure that the AP/wireless
router is set to a channel not common in the area.
* Relocate the AP/wireless router, if possible; it is recommended to place
the AP/wireless router on top of a desk or on a wall (open space).
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Router not allowing
special applications to
work - same issue with
all computers.
* Routers
* Gateways
* Need to open specific
service ports on the router
* Firmware issue
* Isolate the issue by making sure that you don’t have the same issue if
connected behind the modem.
* Open the specific service ports on the router; this should be
coordinated with the application developer.
* Check the MTU size set on the router, make sure it's set to auto.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the router.
* Make sure that the modem is on bridge mode. Internet IP address on
the router should be public IP address.
* If same issue, device is defective.
YES NO
Unable to open specific
sites when connected
behind the router -
same issue with all
computers.
* Routers
* Gateways
* DNS on the router is not
properly set
* Firmware issue
* Isolate the issue by making sure that you don’t have the same issue if
connected behind the modem.
* Make sure that the DNS settings on the router is set to dynamic; make
sure that the router is getting DNS IP address from the modem.
* Check the MTU size set on the router, make sure it's set to auto.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Router cannot detect
the USB storage/drive
connected to its USB
port.
* Routers
* Gateways
* USB storage is not
connected properly
* Compatibility issue with the
USB storage and the router
model
* Defective USB storage
* Defective USB port on the
router
* Firmware issue
* Isolate the issue by making sure that you don’t have the same issue if
you connect that same USB storage to a USB port of a computer.
* Isolate further by connecting another USB storage, e.g. flash drive, to
the USB port of the router.
* Make sure that the USB storage model is one of those tested to work
with the router model.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Cannot remotely access
the USB storage/drive
connected to the
router.
* Routers
* Gateways
* USB storage is not
connected properly
* Router cannot detect the
USB storage
* FTP feature is not enabled
on the router
* Firmware issue
* Isolate the issue by making sure that you can access the USB storage
locally; make sure that the router can detect the USB storage.
* Check the USB storage settings on the router; make sure that the FTP
feature is enabled.
* Upgrade or reflash the firmware; reset, power cycle, and reconfigure
the device.
* If same issue, device is defective.
YES NO
Wireless NIC or wireless
adapter cannot detect
wireless networks in
range.
* Wireless USB Adapters
* Wireless NIC is disabled
* The computer where the
wireless NIC is installed has
some network security
feature.
* Driver issue
* Make sure that the wireless NIC is enabled.
* Isolate the issue by disabling the 3rd party network security feature
running on the computer, e.g. Norton, AVG, Kaspersky, TrendMicro, if
there is.
* Isolate further by installing the wireless NIC to other computers.
* Upgrade the wireless NIC driver.
* If same issue, device is defective.
YES NO
Wireless range extender
cannot detect the
wireless broadcast from
the AP/wireless router -
other wireless clients
are working perfectly.
* Access Points (AP)
* Wireless Bridges
* Wireless Range
Extenders
* Wireless broadcast from the
AP/wireless router is disabled
* Wireless interference
* Firmware issue
* DoA
* Make sure that the distance between the AP/wireless router and the
wireless range extender is within the recommended distance.
* Make sure no wireless interference from other wireless devices, e.g.
cordless phones, microwave ovens, and any other wireless routers, are
known to be using the same WIFI band; make sure that the AP/wireless
router is set to a channel not common in the area.
* Relocate the AP/wireless router, if possible; it is recommended to place
the AP/wireless router on top of a desk or on a wall (open space).
* Upgrade or reflash the firmware of the wireless range extender; reset,
power cycle, and reconfigure the device.
* If same issue, device is defective.
YES NO

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