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This appendix is intended to help you troubleshoot problems you may encounter while setting up and using the
Netopia R9100. It also includes information on how to contact Netopia Technical Support.
Important information on these problems can be found in the event histories kept by the Netopia R9100. These
event histories can be accessed in the Statistics & Logs screen.
This section covers the following topics:
■ “Configuration problems” on page A-1
■ “How to reset the router to factory defaults” on page A-3
■ “Power outages” on page A-3
■ “Technical support” on page A-4
Configuration problems
If you encounter problems during your initial configuration process, review the following suggestions before
calling for technical support. There are four zones to consider when troubleshooting initial configuration:
1. The computer’s connection to the router
2. The router’s connection to the telecommunication line(s)
3. The telecommunication line’s connection to your ISP
4. The ISP’s connection to the Internet
If the connection from the computer to the router was not successful, verify that the following conditions are in
effect:
■ The Netopia R9100 is turned on.
■ An Ethernet cable connects your PC’s Ethernet card or built-in Ethernet port to the Netopia R9100.
■ The SmartStart application is running and able to access the Netopia R9100.
■ Telnet is available on your PC or Macintosh. (On a PC, it must be specified in your system path. You can
usually find the application as “c:\windows\telnet.exe”.)
■ Your PC or Macintosh is properly configured for TCP/IP.
■ Your PC or Macintosh has an IP address.
■ Your PC or Macintosh has a subnet mask that matches or is compatible with the Netopia R9100’s subnet
mask.