Troubleshooting DSL 500/ 504 routers

Step 1: Restarting the router
Before starting the sequences below, it is a good idea to power down the router (ie pull the plug) and leave it for 60 seconds. Then power it up again and go to step 2.

Step 2: Viewing the connection screen
When troubleshooting the following, you should see the Connection Status screen which shows if local connection has already been set up. If you are able to see this screen, then your network is able to browse to the router and that the router is functioning - up to the point where it connects to the ADSL line.

NAT option- DHCP enabled (and the router is as was supplied)
Enter the IP address 192.168.0.1 in the address or location bar, to bring the screen up.

No NAT optionn/ DHCP not enabled (or router has been altered to suit the network)
Enter the local IP address you have given the router.

• You should find the connection screen (built into the router) should appear. If it does, click Login then type your router username and password and try to connect up to the user panel.
• If the connection fails to get the screen up, check the details you entered. If it still fails go to step 4.

Once in to the router control panel, you will be presented with an initial configuration screen. The details should be as shown (with your username and passwords):

Shot taken from DSL 504, DSL 500 varies slighty

The connection status will indicate whether the connection is working or whether it has a fault. Common fault messages include

"Password rejected" - Check the username and password

"LCP No response" - Click disconnect and then click connect.

If you keep getting a message "can't connect" when using your own username and password, then try changing the login details to:-

username: bt_test@startup_domain - don't enter a password, and click save, reboor, then try to connect.

If you can connect on the BT test account, it points to an authentication problem. If not, authentication is not at fault. Please report the outcome of the test to Swift Internet.

Step 3: Testing the IP configuration- The PING utility

If your browser fails to see the connection screen, pinging the IP address of the router will confirm whether your network is able to communicate with the router, even if you cannot browse to it.

1. Choose Start on the task bar
2. Choose Run
3. Enter 'winipcfg"- you may need to select your ethernet adapter from the drop down menu. This will tell you if your IP configuration is static or dynamic.
4. Make a note of your PC’s IP address.
5. Open a DOS window from the start up menu- Choose Programs then Main and then MS–DOS prompt.
6. Type in ping xxx.xxx.xxx.xxxWhere “xxx.xxx.xxx.xxx” is the IP address of your PC.
7. You should get at least one "Reply from" message. This tests the IP configuration of your PC. If you do not get any reply messages, check that your LAN card has been installed correctly and that you have installed TCP/IP as described in ‘Setting up the internet protocol (IP) configuration’.
   
8. Type in ping xxx.xxx.xxx.xxxWhere “xxx.xxx.xxx.xxx” is the IP address of the router port supplied by your service provider (the default for this is 192.168.0.1 unless you are told otherwise, or changed it) this tests the IP connectivity between the PC and the router.

You will have one of two results

1. If the PING succeeds you will get four lines of information, along with the transfer time data, the network can communicate with the router, but the Name Resolution functions are not working. This is usually down to operating system (i.e. Windows) corruption or an incorrect setting. Check all network links and workstation settings (especially networking components).
2. If the PING fails to work and you get a time out error, proceed to Step 4.

Step 4: Fault Finding

1. Cannot communicate with Router - either through connection screen or PING

Check that the router is switched on and the cable between your PC LAN card and the router is connected correctly. If this still does not work, report it to as a fault.

The fault will either be:

• Router failing to connect to your network (hub), due to either router failure or patch cable breakage.
• Network failing to connect to the router, due to to hub failure. If this is found to be the case, you will need to consult your network equipment supplier.

2. Can connect to the router, but cannot browse the Internet or obtain email

• First, check the cable from the router to the ADSL box is connected and undamaged.
• Second, connect a phone to the line and dial a number, such as your mobile phone. Upon answering the call, you should find the line to be clear, with no crackles or pops. Any distortion would suggest a line fault. If so for standard telephony faults call 151 or 154. BT will be able to perform a line test for you.
• If the line is clear, then contact Swift Internet to report the fault. Ideally check the router and see what the status lights are doing, as this will provide information as the point of fault.

Swift uses a DSL 500 / 504 installation router

The DLink DSL5xx has a series of indicator lights to show various functions.

They are as follows

• Power - Should be a steady fixed light. If not, the unit is off.
• Status - Should be flashing light. If it goes out, or remains fixed, power down and then power up the router (Step 1)
• ADSL - [Link] - Should be a steady light. If not, there is no ADSL line connected
• ADSL - [Activity] - variable light, denotes ADSL activity to the router.
• Ethernet - [Link] - Should be a steady light. If not, there is no Ethernet line connected
• Ethernet - [Activity] - variable light, denotes local network activity to the router.

Note that the DSL 504 router has multiple Ethernet indicators, as it is a multi port router.