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Troubleshooting A-167
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This appendix is intended to help you troubleshoot problems you may encounter while setting up and using the
Netopia R910. 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 R910. These
event histories can be accessed in the Statistics & Logs screen.
This section covers the following topics:
■ “Configuration problems” on page A-167
■ “How to reset the router to factory defaults” on page A-169
■ “Power outages” on page A-169
■ “Technical support” on page A-170
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 R910 is turned on.
■ An Ethernet cable connects your PC’s Ethernet card or built-in Ethernet port to the Netopia R910.
■ 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 R910’s subnet
mask.
Note: If you are attempting to modify the IP address or subnet mask from a previous, successful configuration
attempt, you will need to clear the IP address or reset your Netopia R910 to the factory default before
reinitiating the configuration process. For further information on resetting your Netopia R910 to factory default,
see “Factory defaults” on page 14-160.