Troubleshooting DSL 504T 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 into the address bar of your browser, to access the login screen.
( Note that if you have reset the router back to factory defaults, the IP address will be 192.168.1.1 )

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 series of tabs. Select the status tab from the top, and then select connection status from the options on the left side.

Shot taken from DSL 504T

The connection status will indicate whether the connection is working or whether it has a fault. A successful connection will show connected and the IP address will have a value in it. A faulty connection will show "disconnected" and no IP address will be shown

If the router is showing as connected, the you can try the routers own PING facility to see if it can connect to a target on the internet. Select Tools from the top tabs and choose PING test from the left hand options:

DSL504T router shown, pinging a LOCAL address

You can ping an IP target (for example www.bbc.co.uk uses the IP address 212.58.228.154) to see if the target responds.

If you keep getting a message "disconnected" when using your own username and password, then go to the setup tab (at the top) and select connection1 from the left hand bar, then try changing the login details to:-

username: bt_test@startup_domain - enter a password, such as "password" (without the quotes) and click apply.

After making any changes to the router, go to Tools (from the top bar) and select the system commands option. Here you will find an option to "save all" to lock the configuration into the router.

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 504T installation router

The DLink DSL504T 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 flahing light. If it goes out, or remains fixed, power down and then power up the router (Step 1)
• ADSL - Should be a static light, flickering slightly whenever an internet request is made. If not, there is no ADSL  signal connected - in this event, the light will flash on and off in a steady rythm, or not go on at all
• Ethernet - Should be a static light, flickering slightly whenever a network request is made. If not, there is no Ethernet line connected or the cable is damaged.