This document does not apply if:

• The Internet is slow, but you have a constant connection. (See Why is Computer Performance Slow?)
• You cannot connect at all, even over a wired connection. (Troubleshooting When There is No Internet Access Through the Router)
• You can access some Internet programs, but not others. (MTU, Partial Loss of Internet Connection, and Performance or Cannot Log on to AOL Through Router and Modem)
• You have not finished installing. (Consult your manual, or other online documentation.)

These sections may be done in any order. After each, check the connection.

Restart Your Network Devices

Many problems are solved by rebooting your system. Do it in this order:

1. Power off your computer.
2. Power off your router.
3. Power off your modem.
4. Power on your modem. Wait until modem is completely restarted before the next step. This may take upward of two minutes.
5. Power on your router. Wait until router completely restarts. This also can take upward of two minutes.
6. Power on your computer.

 Do Other Computers Have this Problem?

If other computers are working, the problem is likely with the computer that doesn't work.

• If you changed or upgraded your firewall software or anti-virus software, try disabling it. If it's causing the problem, contact the software manufacturer.
• If you upgraded Windows XP, then the Windows firewall may be on without you being aware. Disable the firewall: NETGEAR routers do a better job. See Disabling Conflicting Firewalls.

Check that Your Router Configuration Matches Your ISP's Parameters

If you can connect to the router but not to the Internet, check the ISP parameters match in the router settings. The parameters depend on your broadband service. Typically for DSL, you enter the router the Account Name (aka Host Name) and a Password. Domain Name and DNS Server Address are other parameters that may be required.

If unsure which settings to use, or of their values, contact your ISP.

Cable broadband customers typically only need to configure the router from the same computer where the broadband service was established.

Improve Your Wireless Transmission

If you have a wireless network, consult Improving Wireless Range.

Upgrade the Router and Adapters

NETGEAR's goal is to have reliable and easy-to-use hardware and software. Despite best intentions, occasionally you need to upgrade firmware or software or drivers for fixes (and new features).

If you upgrade to a beta, Customer Support is not available until returning to a non-beta version.

You use PPPoE or Another Service Requiring a Login

Routers have an default timeout of 5 minutes, after which the connection is renegociated. There may be a delay, or the connection may drop if there is a problem with the Internet service. The value can be set higher, or to 0, meaning the router never logs out. Consult your manuals for instructions.

You Have Windows XP Service Pack 1

Either upgrade to Service Pack 2, or see Wireless Connection Drops with Windows XP. Note that as of October, there are a large number of software problems upgrading to Service Pack 2; for information, see Windows XP Service Pack 2 and Software Compatibility.

Doc: n100772.asp Sept. 30, 2004