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HP Digital Home Networking - Troubleshooting Common Issues with the Gateway (hn200x)

Introduction
This document contains solutions for many of the most common troubleshooting issues that may occur with the Gateway.
Cannot connect to the Gateway
  • Verify that the Gateway is properly installed, the LAN connections are OK (the LAN LEDs should be lit), and it is turned on.
  • Verify that the PC is using an IP address between 192.168.1.2 and 192.168.1.254 and thus compatible with the Gateway default IP address of 192.168.1.1.
  • The subnet mask must be set to 255.255.255.0 to match the Gateway’s subnet mask. Confirm these settings for the Gateway from the Windows Start button by selecting Settings, Control Panel, Network (or Network and Dialup Connections), Local Area Connection, then Internet Protocol (TCP/IP)/Properties.
Cannot browse through the Gateway
  • Verify that both ends of the Ethernet cable and power adapter are properly connected and that the LEDs on the front panel are functioning properly.
  • If using Windows 98 or Me, verify the TCP/IP setup on the client side. Click the Windows Start button, select Run, type winipcfg, and click Enter. The PC should have an IP address of 192.168.1.xxx ("xxx" is from 2 to 254), the subnet mask should be 255.255.255.0, the default gateway IP should be the Gateway’s IP address, and it should have DNS. If using Windows 2000, use ipconfig to obtain this information.
  • Also, check the same values as indicated in the previous bullet in the Setup tab of the Gateway’s Expert Interface. See the "Using the Expert Interface" section below for more information.
When a URL or IP address is entered, a Request timed out error appears
  • Check to see if other PCs give you the same error message. If they do, verify that your workstations’ IP settings are correct (IP address, subnet mask, default gateway, and DNS server).
  • If the PCs are configured correctly but still not working, check the Gateway. Verify that it is connected and turned on. Connect to the Gateway and check its settings.
  • If you cannot connect to it, check the LAN and power connections. If the Gateway is configured correctly, check your Internet connection (broadband modem) to see that it is working correctly.
  • Manually configure the TCP/IP with a DNS address provided by your ISP.
Cannot obtain an IP address from cable or DSL modem
  • Verify that all of your cabling is properly connected and that the Gateway’s WAN and LAN LEDs are lighting up.
  • Power down your cable or DSL modem for a few seconds, then turn it back on. After the modem goes through its self-test, see if you now have an IP address.
  • Verify that your cable or DSL modem is DHCP-capable.
  • You may have to enter the host or domain name on the Setup page of the Gateway’s Expert Interface.
  • Your ISP may require MAC Addresses. Check with your ISP. This MAC address can be obtained on the Status screen of the Gateway’s Expert Interface.
Cannot get a link to a modem, hub, or switch for a port
  • Verify that your cabling is undamaged and is connected properly.
  • Verify that your network interface adapter has been properly installed.
  • Verify that both the Gateway and the other device are powered on.
  • If you are linking to a hub or a switch, be sure that the other device is functioning properly.
  • If you are connecting to a cable modem, try plugging it into the Gateway’s uplink port rather than into a LAN port.
  • If all else fails, reset the Gateway by depressing the Reset button with a paper clip. If you continue to experience serious routing problems, depressing the Reset button for about five seconds will clear all of the Gateway data and restore the factory default settings. However, be cautious before resetting the Gateway since doing so risks creating conflicts between your PCs' actual IP addresses and what the Gateway expects them to be, and you may be forced to restart the entire system.
Cannot access e-mail or the Internet
  • Some ISPs, especially cable providers, configure their networks so that you do not have to enter a full Internet address into your Web browser or e-mail application to reach your home page or receive your e-mail.
  • You must obtain this information before connecting the Gateway to your network: ask your ISP.
Using the Expert Interface
A Web-based administrative utility called the Expert Interface has been programmed into the Gateway. Advanced Gateway administrative tasks may be performed through this interface.
  note:
Only advanced users should attempt to access the Expert Interface directly.
  1. The Expert Interface may be accessed through any computer on the network by entering http://192.168.1.1 in the address box of the Web browser (such as Internet Explorer or Netscape Navigator) or by right-clicking the Ethernet gateway system tray icon seen at the right bottom of the task bar.
  2. Press Enter.
  3. The Enter Network Password dialog box appears.
  4. Leave the User Name field blank.
  5. Type Admin into the Password field.
      note:
    “Admin” is the default password. It is recommended to change this password periodically.
  6. Click OK.
    • Several screens and functions are seen listed under expert interface once entered.
    • Once the Help button is clicked at the bottom of each screen or on the top navigation, instructions and explanation to each screen is given in detail which is self-explanatory for any advanced user.
    • To clear any values entered in any screen, click Cancel and re-enter the information.
    • To save any settings altered in a screen, click Apply.
    • From any screen, click a new tab to access additional settings screens.

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