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Re: R7000 problems after Cox outage today

hsbridge
Tutor

R7000 problems after Cox outage today

My R7000 has worked fine for the past two years and did so up until this morning when Cox had an ISP outage in our area.  A couple of hours later I was notified that Cox was back up and running but when I attempted to get back online discovered we had no wireless internet access.  I did some trouble shooting and found that my Arliss Surfboard SB8190 is working fine and I can connect to the internet using an ethernet cable from the modem directly to computer, but the the R7000 router is not recognizing a wired connection from the modem to the router.  The router LED "On" light is steady white, but the "internet" LED light continues blinking amber.  Unlike the modem, the router does not recognize an ethernet link directly to the computer, so I can't access the router directly.  Not sure the ISP outage had anything to do with it, but I've been researching and trouble shooting everything I can think of with no luck.

 

I've tried every version of powering everything down and back up (including 30/30/30) swapping ethernet cables, and resetting the router completely with no luck.  Technically, I'm probably getting in over my head...but any thoughts would be appreciated as to whether this is fixable.  Thanks

Model: R7000|AC1900 Smart WIFI Router
Message 1 of 5
antinode
Guru

Re: R7000 problems after Cox outage today

> Model: R7000|AC1900 Smart WIFI Router

 

   Firmware version?

 

> [...] I did some trouble shooting and found that my Arliss Surfboard
> SB8190 [...]

 

   ARRIS?

 

> [...] is working fine and I can connect to the internet using an
> ethernet cable from the modem directly to computer, but the the R7000
> router is not recognizing a wired connection from the modem to the
> router. [...]

 

   I don't know what "not recognizing" means to you.  Does the
port-status LED indicator where that cable is connected show a good
physical link?  (Dark/color/activity?)


> [...] The router LED "On" light is steady white, but the "internet"
> LED light continues blinking amber. [...]

 

   And all the other LEDs?

 

   Visit http://netgear.com/support , put in your model number, and look
for Documentation.  Get the User Manual.  Read.  Look for the LED
descriptions and "Troubleshoot".

 

> [...] so I can't access the router directly.

 

   What's the IP[v4] address of this (unspecified) "the computer"?

 

   "not recognizing" or "can't" is not a useful problem description.  It
does not say what you did.  It does not say what happened when you did
it.  As usual, showing actual actions (commands) with their actual
results (error messages, LED indicators, ...) can be more helpful than
vague descriptions or interpretations.


> [...] whether this is fixable [...]

 

   Need a better description of the symptoms, first.

Message 2 of 5
hsbridge
Tutor

Re: R7000 problems after Cox outage today

Appreciate your response.

 

Firmware version - unknown.

Usually keep the firmware up to date, but cannot access the router to confirm the version number.

 

Sorry, two typos in my original message identifying the modem should read:

Arris SB6190

 

Router LED indicators:

Power LED  Solid white

Internet LED  Blinking amber

All other LEDs are dark

 

IP[v4] of "the computer"

192.168.1.6

 

 

Model: R7000|AC1900 Smart WIFI Router
Message 3 of 5
antinode
Guru

Re: R7000 problems after Cox outage today

> [...] cannot access the router to confirm the version number.

 

   Regarding "cannot", see "not a useful problem description [...]",
above.  ("cannot" resembles "can't" in this way, too.)

 

> All other LEDs are dark

 

> IP[v4] [address] of "the computer"
> 192.168.1.6

 

   If "the computer" is connected by Ethernet cable, and it has a valid
IP address, then I'd expect the corresponding port-status LED to
indicate a good physical link.  No matter how it's connected, if it has
a valid IP address, then I'd expect it to be possible to access the
router's management web site, by the router's LAN IP address (apparently
"192.168.1.1"), even if names like "routerlogin.net" fail (some way or
other).


   For a quick cable/port test (on a working router, or with a
known-good cable), connect each end to a LAN Ethernet port on your
router, and observe the relevant port-status LED indicators.  If all is
well, then both port-status LEDs should indicate a maximum-speed
connection.

Message 4 of 5
hsbridge
Tutor

Re: R7000 problems after Cox outage today

Sorry for the delay in responding.  I will continue to troubleshoot the problem AC1900 router but like many households right now we have multiple users and I needed to get our network up and running again as soon as possible...so last Friday I replaced the R7000/AC1900 with a R7000P/AC2300 and the network is now running fine.

 

Just now, I had a chance to do as you suggested to test the problem AC1900 router.  I plugged in the power to the router, I connected the modem internet cable (that I know works on the new router) to the old router and I connected a LAN cable from the old router to my computer and I was able to access its management web site which indicated "No Internet"

 

The LEDs on the old router were as follows:

Power LED - Solid white (router is ready)

Internet LED - Blinking amber (attempting to recognize an ethernet cable from modem?)

Ethernet LED - Blinking white (the port is sending or receiving traffic)

 

After this test, I switched the Internet cable back to the new router and we're back in business, but will continue trouble shooting the old router when I can in case it's worth keeping as a backup.

 

Model: R7000|AC1900 Smart WIFI Router
Message 5 of 5
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