Motorola BR700 - EN Broadband Router User Manual Download

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SECTION 4

TROUBLESHOOTING

4-4

SECTION 4, TROUBLESHOOTING

Once the router is reset to factory default setting, re-verify the
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Summary of Contents for BR700 - EN Broadband Router

Page 1: ...User Guide Ethernet Broadband Router BR700 ...

Page 2: ...ult your dealer or local power company Upon completion of any service or repairs to this product ask the service technician to perform safety checks to determine that the product is in safe operating condition It is recommended that the customer install an AC surge protector in the AC outlet to which this device is connected This is to avoid damaging the equipment by local lightning strikes and ot...

Page 3: ...pyright 2003 by Motorola Inc All rights reserved No part of this publication may be reproduced in any form or by any means or used to make any derivative work such as translation transformation or adaptation without written permission from Motorola Inc Motorola reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of Motorola ...

Page 4: ... Description 1 8 Section 2 Installation______________________ 2 1 Hardware Setup 2 1 Router Physical Installation 2 1 Horizontal Installation 2 1 Vertical Installation 2 2 Wall Mount Installation 2 2 Electrical Connection to Router 2 6 Easy Software Setup 2 6 Manual Software Setup 2 6 Connection to Router 2 7 Configure Your Computers 2 8 Configuring Windows 98SE and ME 2 9 Configuring Windows 2000...

Page 5: ...NAT 3 22 Networking Port Trigger 3 23 Networking Virtual Server 3 25 Networking Firewall 3 26 Configuring Control Panel Settings 3 27 Control Panel Device Security 3 27 Control Panel Firmware Update 3 29 Control Panel Configuration Data 3 29 Control Panel Time 3 30 Control Panel UPnP 3 31 Control Panel Event Log 3 31 Section 4 Troubleshooting_________________ 4 1 Contact Us 4 1 Hardware Solutions ...

Page 6: ...se the Internet without fear that your network might be compromised Upgradeable firmware also keeps the router s control software up to date so you ll know you have the latest version The Ethernet Broadband Router BR700 captures the latest technology in a package that stays current protects your home network and provides you easy home network management Ethernet Broadband Router BR700 Your router ...

Page 7: ... protocols giving you the choice to share your Internet connection with only those whom you designate Your Motorola Ethernet Broadband Router BR700 protects and connects you by sharing your files Internet connection printers and multi player games all in one great unit Features The BR700 has the following features CD ROM based Installation Wizard to provide easy installation Web based configuratio...

Page 8: ... assumed that you will use the Installation Wizard on the CD ROM to setup your unit If not this section provides details on getting your unit up and running Once you have completed this section your unit will be active and ready to work Configuration Provides descriptive details for using the Configuration Utility to manage your unit Glossary List of terms and acronyms Box Contents Your box contai...

Page 9: ...vice you hook up to your router identifies itself with an IP address You are able to assign devices on your network with either a static or dynamically assigned IP address Static IP Address A static IP address is a fixed address that is assigned manually to a device on the network Static IP addresses must be unique and cannot be shared therefore they are used in situations where the address should...

Page 10: ...Diagram Your router serves as the centerpiece of your network allowing you to share files printers and the Internet connection A sample Local Area Network LAN is shown below The Internet communicates with the modem which in turn communicates with the router The router acts as the gateway to your network sending information to whichever device asks for information be it from requests for Internet a...

Page 11: ...et Button A dual function button It either resets your unit or resets the unit to the default login settings If the router is experiencing trouble connecting to the Internet briefly press and release the Reset button to reset the router This retains the router s configuration information To reset the unit to the factory defaults press and hold the Reset button for more than 5 seconds This clears t...

Page 12: ...T transmission speeds as well as straight through and crossover Ethernet cables Any of these four ports can also serve as an uplink port to other network devices enabling you to extend your network 7 WAN Connect your modem to your router using this port with your supplied Ethernet cable This is the only port you can use for this procedure This enables your router to access the Internet The port su...

Page 13: ... will be restored The LED then turns off until the reset button is released The power LED keeps blinking RED if the firmware is corrupted indicating the firmware needs to be restored 2 Modem OFF None No external Ethernet device has been attached and detected The Ethernet link is down ON Red The WAN interface has been disabled by the firmware Blinking Red The WAN connection has lost IP connectivity...

Page 14: ...tailed instructions for completing these tasks Hardware Setup Hardware setup includes Physical Installation where you physically place your unit Electrical Connection how to connect the power cord Router Physical Installation You can install the router in various physical orientations horizontally vertically or hung on the wall Your own needs determine the best placement Horizontal Installation 1 ...

Page 15: ...ing and configuring the unit Wall Mount Installation If you mount the router on the wall you must Locate the unit as specified by the local or national codes governing residential or business communications services Follow all local standards for installing a network interface unit network interface device NIU NID If possible mount the router to concrete masonry a wooden stud or other very solid w...

Page 16: ...INSTALLATION 2 3 To mount your router on the wall 1 Print the Wall Mounting Template 5 1 129 5mm The illustration is drawn at a one to one scale which means that when printed it provides the exact dimensions required to mount the unit ...

Page 17: ...r to ensure that it is the correct size 5 Use a center punch to mark the center of the holes on the wall 6 On the wall locate the marks for the mounting holes you just made WARNING Before drilling holes check the structure for potential damage to water gas or electric lines 7 Drill the holes to a depth of at least 3 8 cm 1 inches 8 If necessary seat an anchor in each hole Use M5 x 38 mm 10 16 x 11...

Page 18: ...rom the wall to the top of the screw head is 7 6 mm 3 in 4 0 mm 10 5 mm 4 inches maximum 7 6 mm 3 inches maximum 10 Remove the two plastic feet nearest to the LED panel from the bottom of the router to uncover the keyholes 11 Place the router so the keyholes are above the mounting screws 12 Slide the router down until it stops against the top of the keyhole opening 13 Follow the installation proce...

Page 19: ...asy Software Setup Run the Installation Wizard program from the supplied CD ROM to quickly setup your network Once your network is up and running refer to Section 3 Configuration for advanced configuration Manual Software Setup If you d prefer to manually setup your network use this section to configure it This section details the physical connection of the router to your network as well as the co...

Page 20: ...m and PC from the back of your PC and plug it into the port labeled WAN on the back of your router B If you have not been running broadband to a single computer take one end of an Ethernet cable and plug it into the WAN port The WAN port is the only port that works for your connection from the modem to the router 2 Take the other end of the same cable and plug it into your cable or DSL modem You h...

Page 21: ...t is going to be part of your network needs to talk to the router To do this you have to configure each PC s network setting to automatically obtain an IP address This section includes information on configuring computers with the following operating systems Windows 98SE Windows ME Windows 2000 Windows XP Determine the operating system for each computer you are including in your network and follow...

Page 22: ...ck Network The Network window is displayed 4 On the configuration tab select the TCP IP line the for the appropriate Ethernet adapter There might be multiple adapters installed choose only the one that is configured for your adapter In the example above a 3Com Ethernet adapter card is installed and is the appropriate choice for this example ...

Page 23: ...IP address automatically 8 Click OK 9 Click the Gateway tab and check to make sure that the Installed Gateway field is blank 10 Click OK twice Windows might ask for the Windows installation disk First check to see if the installation files are installed at c windows options cabs Otherwise install your Windows CD and follow the prompts 11 Restart your computer to save your settings ...

Page 24: ...N 2 SECTION 2 INSTALLATION 2 11 Configuring Windows 2000 1 Click Start 2 Select Settings 3 Select Control Panel Double click Network and Dial Up Connections Double click Local Area Connection 4 Click the Properties button ...

Page 25: ...SECTION 2 INSTALLATION 2 12 SECTION 2 INSTALLATION 5 Ensure the box next to Internet Protocol TCP IP is selected ...

Page 26: ...ice to exit and save your settings 8 Restart your computer to save your settings Configuring Windows XP This configuration assumes you have retained the default interface for Windows XP If you are running the Classic interface please follow the instructions for Windows 2000 1 Click Start 2 Select Settings 3 Select Control Panel 4 Double click Network and Dial Up Connections ...

Page 27: ...SECTION 2 INSTALLATION 2 14 SECTION 2 INSTALLATION 5 Double click Local Area Connection 6 Click the Properties button 7 Ensure the box next to Internet Protocol TCP IP is selected ...

Page 28: ...TION SECTION 2 SECTION 2 INSTALLATION 2 15 8 Click to highlight Internet Protocol TCP IP and click the Properties button 9 Click Obtain an IP address automatically Click OK twice to exit and save your settings ...

Page 29: ... 1 the router s default IP address and Enter 2 The login screen appears 3 Enter the USER ID The default factory setting is admin without the quotation marks 4 Enter the PASSWORD The default factory setting is motorola without the quotation marks Once you have logged in for security reasons you should change the User ID and Password 5 Click Log In to enter the Router s Web based Configuration Utili...

Page 30: ...or the router DHCP is most commonly used for cable modem connections There is no configuration necessary for this setting because the ISP automatically supplies the information Your ISP informs you if this is the connection to use 1 Verify that DHCP is selected 2 Click Apply to save the setting PPPoE PPPoE Point to Point Protocol over Ethernet setting is most commonly used for DSL modem connection...

Page 31: ... values supplied by your ISP If necessary enter secondary or tertiary DNS values into the Secondary or Third DNS fields 6 Click Apply to save the setting or if you wish to start over click Cancel PPTP Point to Point Tunneling Protocol PPTP is a service commonly found in Europe 1 From Connection Mode select PPTP 2 In the PPP User Name field enter the PPP User Name supplied by your ISP 3 In the PPP ...

Page 32: ...e status of the network and more Using the Configuration Utility Log In 1 Once the router is connected open your web browser Enter into the URL field the router s IP address The default is http 192 168 20 1 the router s default IP address Press Enter The login screen appears 2 Enter the USER ID The default factory setting is admin without the quotation marks 3 Enter the PASSWORD The default factor...

Page 33: ...ick CONTROL PANEL on the left then TIME tab at top on the right The Web based Configuration Utility uses Javascript Your web browser Javascript needs to be enabled Help Restart and Log Out Click on the appropriate command to execute the action Help If assistance is required in using the router click on Help Restart To restart your session with the Configuration Utility click on Restart If you see ...

Page 34: ...dvanced Network Diagnostic Internet Basic This is the first screen that appears when logging into the web based utility It enables you to adjust a large variety of the basic settings for configuring the router s Internet options To access the screen click INTERNET on the navigation menu Click APPLY to save changes click CANCEL to undo unsaved changes ...

Page 35: ...PPTP Select the appropriate connection method for your ISP Internet Service Provider Based on which connection mode you select different areas are grayed out become inaccessible leaving you only the appropriate fields to fill in For details on each Connection Mode refer to Section 2 Installation Connection Repair Click to perform a connection repair operation The type of repair depends on the conn...

Page 36: ...ither automatically displayed or manually entered from information provided by your ISP Obtain DNS Server Address Automatically Select Yes to obtain the DNS information automatically or No to enter the information manually Primary DNS Is either automatically displayed or manually entered from information provided by your ISP Secondary DNS Is either automatically displayed or manually entered from ...

Page 37: ...ther automatically displayed or manually entered from information provided by your ISP PPP Password Confirm The same password as the PPP Password field PPP Service Name Is either automatically displayed or manually entered from information provided by your ISP PPP Idle Timer Click to enable PPP Idle Time PPP Idle Time Enter the amount of time to elapse before the router automatically disconnects t...

Page 38: ...on WAN Ethernet Interface Select to enable the link to the Internet By disabling this feature your connection to the Internet is disconnected The default is enabled Factory WAN MAC Address The default MAC address of the WAN port A MAC address is a 12 digit code assigned to a unique piece of hardware for identification You can find the MAC Address on the label on the bottom of your unit Some ISPs r...

Page 39: ... 1 Click to enable the feature 2 Either enter a MAC address or from the Learned MAC Address field double click on a displayed MAC address This selects the MAC Address into the Cloned MAC Address field 3 Click APPLY to clone the address Cloned WAN MAC Address The Cloned MAC address appears here Learned MAC Address es The current learned MAC address es on the LAN side your local network is displayed...

Page 40: ...y sending out a packet block of data and waiting for a response Trace Route An Internet utility that traces the route from the client machine to the remote host being contacted It reports the IP addresses of all the routers in between Both utilities are initiated using the same method Use the following procedure for each 1 Enter the Host Name or IP Address for which you require information 2 Click...

Page 41: ... might be associated with a Weekday Kids Policy and a Weeknight Parent policy Each policy uses a content filter keyword list meaning any sites with content containing these keywords are blocked Each policy can also use a URL list that contains URLs that are specifically denied or allowed In this way it is possible to explicitly block access to certain sites or to create a walled garden in which ac...

Page 42: ...licy feature The default is disabled Policy Table The defined Policies appear here You can Add Update and Remove Policies in the table by selecting it and performing the action Policy Name The Name of the policy up to 32 characters You can enter up to ten different policies Allowed URL The URL that the recipient of the policy is able to access For example a Kid Policy would be able to access www k...

Page 43: ...l deny the PC access to www audubon org Separate multiple Keywords with semicolons Schedule The time of day that the policy is in effect Click to enable MAC Filter Select to enable the MAC Filter This will use MAC addresses for filtering You can enter multiple MAC addresses for a single policy or multiple policies for a single MAC address Manually enter a MAC Address or click on a Learned MAC Addr...

Page 44: ...ime based policy by enabling and selecting the time date options Select a MAC Address to which the policy will apply You can easily select a MAC Address by clicking one in the Learned MAC Address field 3 Click Add below the Policy table to save the policy Parental Control URL Log This screen enables you to view URLs web site addresses that have been accessed by PCs on your network To access the sc...

Page 45: ... of computer networking is required when adjusting these settings The following screens are available in Networking DHCP Server DNS Proxy Routing DDNS NAT Port Trigger Virtual Server Firewall Networking DHCP Server The Domain Host Control Protocol DHCP server automatically assigns IP addresses to all the clients on your network relieving you of the responsibility for issuing separate IP addresses ...

Page 46: ...nges Field Description LAN MAC Address Displays the LAN MAC address of the router This field cannot be edited LAN Private IP Enables you to create your own private IP network Enter an IP address string that you will use for your network Because it is a private network your router gives you the ability to choose any string you prefer The default is 192 168 20 1 ...

Page 47: ... The default is enabled Address Pool Begins Based on what is entered in the LAN Private IP field the number entered here is where the router starts handing out IP numbers So using the default IP address the next number provided would be 192 168 20 2 Address Pool Size You are able to reserve up to 253 slots on your DHCP server for potential clients For example when using the router s default IP of ...

Page 48: ...se select it and then click Update or Remove Active Leases Displays the current clients that the DHCP server has assigned IP addresses Displaying only active leases with the following MAC Address IP address Host Name and the duration of its lease Click Refresh to obtain the latest list Networking DNS Proxy This feature is used only on your Private network The feature translates domain or website n...

Page 49: ...ost name for the router The default is br700 all lower case without quotation marks Host Table Displays the Host Name assignments IP Address Enter the IP Address that has been statically assigned for the LAN device Host Name This is the Host Name to be assigned to the IP address Click Add to assign the Host Name and IP address To update or remove a Host Name select it and then click Update or Remo...

Page 50: ...protocols that are part of the TCP IP protocol standard RIP dynamically determines a route based on the smallest hop count between source and destination To access the screen click NETWORKING ROUTING Click APPLY to save your settings or CANCEL to cancel changes Field Description RIPv1 Receive Enables or disables RIPv1 Receive The default is disabled RIPv2 Receive Enables or disables RIPv2 Receive ...

Page 51: ...utomatically fill in the fields Edit as necessary 3 Click Update to update the Routing entry To remove 1 Click the Routing entry 2 Click Remove Networking DDNS The router supports the Dynamic Domain Name System DDNS feature DDNS enables you to assign a fixed host and domain name to a dynamic Internet IP address It is useful when you are hosting your own web server FTP server or another server behi...

Page 52: ...me up to 30 bytes provided by the DDNS provider User Password Enter the Password up to 30 bytes provided by the DDNS provider User Password Confirm Re enter the Password provided by the DDNS provider Host Name Enter a desired Host Name for your WAN IP Address Offline Status Enable or disables Offline Status When enabled this automatically redirects a request for your server to a backup server The ...

Page 53: ...he Internet for online game playing or video conferencing To access the screen click NETWORKING NAT Click APPLY to save your settings or CANCEL to cancel changes Field Description NAT Enables or disables NAT The default is enabled Gaming DMZ Device Click to enable The default is disabled My Gaming DMZ Device Enter the IP Address for your Gaming Device For security purposes turn off your gaming dev...

Page 54: ...nt between IP hosts and gateways The default is 5 minutes Networking Port Trigger When you run a PC application that accesses the Internet it typically initiates communications with a computer on the Internet In some applications especially gaming the computer on the Internet also initiates communications with your PC Because NAT does not normally allow these incoming connections to occur the BR70...

Page 55: ...ter date select the entry check enable then click Update 2 Outgoing Protocol From the drop down box select from TCP UDP or Both 3 Outgoing Port Enter the From and To ranges 0 to 65535 for your application 4 Trigger Incoming Protocol From the drop down box select from TCP UDP or BOTH 5 Incoming Port Range Enter continuous value s 0 to 65535 separated by dashes for your application You can also ente...

Page 56: ... Forwarding rules To access the screen click NETWORKING VIRTUAL SERVER Click APPLY to save your settings or CANCEL to cancel changes To add a Virtual Server entry 1 Virtual Server Name Enter the name of the server There is a limit of 32 characters for the name Click to enable if you wish it to become active Otherwise you can save the information and enable it at later date To enable at a later dat...

Page 57: ...her customization of this packet sniffing by allowing you to modify how and what can or cannot enter the router Additionally the position of the rule within the table determines the priority of the rule For example the first rule in the table applies then the second etc If the first rule deletes a bad packet of information then the remaining rules are not invoked To access the screen click NETWORK...

Page 58: ...be active To update or remove an entry select it and then click Update or Remove to perform the action Configuring Control Panel Settings The Control Panel screens enable administrative maintenance for your router such as changing your User Name Password updating your firmware or backing up your configuration The following screens are available in Control Panel Device Security Firmware Update Conf...

Page 59: ... option to change the Password used to log into the router s web based utility It cannot be longer than 63 bytes A blank password is not allowed The default is motorola Login Password Confirm Re enter the User Password WAN Web Login This enables you to log into the router from the Internet Click to enable The default is disabled WAN Web Login Port Enables you to specify different ports on the rout...

Page 60: ...ess this website www motorola com broadband networking to check for a firmware update To access the screen click CONTROL PANEL FIRMWARE UPDATE To update the firmware 1 Download the latest file to your computer from the website 2 To locate the file you downloaded type the path to the file or click Browse and navigate to it 3 Click Update to update the router with the selected firmware file Control ...

Page 61: ... the file or click Browse and navigate to it 2 Click Restore to reapply the saved settings with the selected file Control Panel Time This screen enables you to adjust time settings To access the screen click CONTROL PANEL TIME Click APPLY to save your settings or CANCEL to cancel changes Field Description Current Time The current time is displayed Time Zone Select your local time zone The default ...

Page 62: ... disable Universal Plug and Play UPnP This allows an application to smoothly map to the router To access the screen click CONTROL PANEL UPNP Click APPLY to save your settings or CANCEL to cancel changes Field Description LAN UPnP Device Click to disable this feature The default is enabled Control Panel Event Log The Event Log window enables you to view events network activity when it occurred and ...

Page 63: ...r CANCEL to cancel changes To setup your event notification 1 Enter the SMTP Server Name or its IP address 2 Enter the Recipient Email Address es 3 Enter the Sender Email Address To view Event Log information click Refresh to view the latest activity The table lists the time of the event the category and a textual description of the event ...

Page 64: ...outer Check all of your cabling connections that they are tight and secured This includes the cables from the wall to your modem between the router and modem and if available from the router to your PC Ensure that your LEDs are not lit Red or not at all For further information about LED descriptions see Section 1 Overview Ensure that you are using Ethernet cables and not telephone cables between t...

Page 65: ... For this you will use the ping command to test the connection Before attempting ensure that Obtain an IP address automatically has been selected in the computer s settings and that you have an IP address assigned Refer to Section 2 Configuration Configure Your Computers for further details 1 Open a command prompt by clicking Start and Run For Windows 98 and ME in the Open field type command and p...

Page 66: ...Utility for the router Verify your Ethernet connection to the router Verify that the IP address of the PC being used to configure the router is on the same network as the router s configuration IP address The IP address of your network adapter must be on the same network and not a duplicate of any others on the network for example 192 168 20 3 and using a subnet mask of 255 255 255 0 can be used t...

Page 67: ...4 SECTION 4 TROUBLESHOOTING Once the router is reset to factory default setting re verify the Ethernet connectivity and IP address issues Verify you are using the latest version of IE or Netscape IE 5 2 and below are not supported ...

Page 68: ...ility to transmit more data over a given period of time bps Bits Per Second Broadband A communications medium that can transmit a relatively large amount of data in a given time period C Cable Modem A device providing data communications that connects a computer to the Internet via cable TV network Client In a client server architecture a client is a computer that requests files or services such a...

Page 69: ...f unused IP addresses The BR700 is simultaneously a DHCP client and a DHCP server A DHCP server at the system headend assigns a public IP address to the BR700 The BR700 contains a built in DHCP server that assigns private IP addresses to clients DMZ DeMilitarized Zone This service opens one IP address to the Internet usually for online gaming and acts as a buffer between the Internet your network ...

Page 70: ...minated with RJ 45 connectors Fast Ethernet 100Base T provides speeds up to 100 Mbps Base means baseband technology and T means twisted pair cable Each Ethernet port has a physical address called the MAC address Also see MAC address Event A message generated by a device to inform an operator or the network management system that something has occurred F Firewall A security software system on the B...

Page 71: ... has a unique host number that combined with the network number forms its IP address Host also can mean A computer running a web server that serves pages for one or more web sites belonging to organization s or individuals A company that provides this service In IBM environments a mainframe computer I ICMP Internet Control Message Protocol is a protocol used for error problem and informational mes...

Page 72: ...t Service Provider L LAN Local Area Network A local area network provides a full time high bandwidth connection over a limited area such as a home building or campus Ethernet is the most widely used LAN standard M MAC Address The Media Access Control address is a unique 48 bit value permanently saved in the ROM at the factory to identify each Ethernet network device It is expressed as a sequence o...

Page 73: ...ng NIC A Network Interface Card converts computer data to serial data in a packet format that it sends over the LAN A NIC is installed in an expansion slot or can be built in Every Ethernet NIC has a MAC address permanently saved in its ROM P Packet The unit of data that is routed between the sender and destination on the Internet or other packet switched network PCMCIA The Personal Computer Memor...

Page 74: ...dress Protocol A formal set of rules and conventions for exchanging data Different computer types for example PC UNIX or mainframe can communicate if they support common protocols Public IP Address The IP address assigned to the BR700 by the service provider A public IP address is visible to devices on the Internet See also Private IP Address R RJ 11 The most common type of connector for household...

Page 75: ...ermanently assigned to a host Normally a static IP address must be assigned manually The opposite of Dynamic IP Address Subscriber A user who accesses television data or other services from a service provider Subnet Mask A methodology that determines what the router will examine for the destination of an IP address A router delivers packets using the network address Switch On an Ethernet network a...

Page 76: ... L2F L2TP or PPTP that is wrapped around the original data A passenger protocol such as IP for the original data U UDP User Datagram Protocol A method used along with the IP to send data in the form of message units datagram between network devices over a LAN or WAN Unicast A point to point data transmission sent from one sender to one receiver This the normal way you access websites See also mult...

Page 77: ...public network usually the Internet to provide a secure and fast connection usually to users working remotely at home or in small branch offices A VPN connection provides security and performance similar to a dedicated link for example a leased line but at much lower cost W WAN A wide area network provides a connection over a large geographic area such as a country or the whole world The bandwidth...

Page 78: ...MGBI 494263 001 07 03 Visit our website at www motorola com broadband ...

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