Knowledge Base

MSBBN: How to troubleshoot Microsoft Broadband Internet connection problems

Article ID: 812951

Article Last Modified on 2/1/2007

APPLIES TO

Microsoft Broadband Networking 10/100 Ethernet Base Station
Microsoft Broadband Networking Wireless Base Station MN-700

SUMMARY

This article describes how to troubleshoot Internet connection problems with the Microsoft MN-100, MN-500, and MN-700 base stations. Use the methods that are listed in this article if you experience loss of Internet or network connectivity after you install and configure the MN-100, MN-500, or MN-700 base stations.

MORE INFORMATION

Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.
Use the following methods in the order that they appear in until you resolve the problem.

Repair the connection

If your computer is running Microsoft Windows XP, repair the network connection. To do this, follow these steps:

Microsoft Windows XP and earlier versions

Click Start, and then click Control Panel.
Click Network and Internet Connections, click Network Connections, and then double-click the network that you want to repair.
Click the Support tab, and then click Repair.

Windows Vista

To open Network Diagnostics, right-click the network icon in the notification area, and then click Diagnose and repair.

Examine the equipment

Check whether the base station's port light is on. If the port light is not on, examine the connection at both ends of the Ethernet cable. Disconnect and then reconnect the cable at each end to see whether the light comes on. Try to use a different port or cable, if one is available.

Change the IP address lease time

Start the Microsoft Broadband Network Utility.
On the Tools menu, click Management Tool.
When you are prompted to, log on to the base station. To do this, use the password that you created when you ran the Setup Wizard the first time. If you did not run the Setup Wizard, use the following default base station password:

admin
On the Management menu, click Local Area Network.
Under Local Area Network (LAN) Settings, click 2 weeks next to Lease time for assigned IP address.
Click Apply.

Determine whether the base station has a Wide Area Network (WAN) IP address

Start the Microsoft Broadband Network Utility.
On the Tools menu, click Management Tool.
When you are prompted to, log on to the base station. To do this, use the password that you created when you ran the Setup Wizard the first time. If you did not run the Setup Wizard, use the following default base station password:

admin
On the Home page, examine the settings under Wide Area Network (WAN) Settings.

If your computer does not have a WAN IP address assigned to it, the base station may not be communicating correctly with the modem. If a WAN IP address is not listed, follow the steps that are listed in the "Reset or restore the device" section to reset your device. For additional information about what to do if there still is no WAN IP address, click the following article number to view the article in the Microsoft Knowledge Base:

810964 MSBBN: How to manually configure your base station with Windows

Download and install the latest firmware update

For more information about how to update the firmware on the base station, click the following article number to view the article in the Microsoft Knowledge Base:

814445 MSBBN: How to update the firmware on your Microsoft Broadband Networking device

Reset or restore the base station

Turn the modem off, turn it back on, and then reset the base station. To reset base station, follow these steps:

Start the Microsoft Broadband Network Utility.
On the Tools menu, click Management Tool.
When you are prompted to, log on to the base station. To do this, use the password that you created when you ran the Setup Wizard the first time. If you did not run the Setup Wizard, use the following default base station password:

admin
On the Management menu, click Reset Base Station.
On the Reset Base Station page, click Reset.
While the reset is in progress, the power light on the base station blinks and then turns orange. When the light is solid green, the reset is completed.

If this does not resolve the issue, you may want to restore the base station to factory defaults, and then test your connection again. To do this, follow these steps:

Start the Microsoft Broadband Network Utility.
On the Tools menu, click Management Tool.
When you are prompted to, log on to the base station. To do this, use the password that you created when you ran the Setup Wizard the first time. If you did not run the Setup Wizard, use the following default base station password:

admin
On the Management menu, click Back Up and Restore Settings.
On the Back Up and Restore Settings page, click Restore Factory Default Settings.
While the original factory default settings are restored, the power light on the base station blinks and then turns orange. When the light is solid green, the settings are restored.

If you cannot log on to the Base Station Management Tool, restore the base station to factory defaults. To do this, follow these steps:

Use a pointed object, such as a ball-point pen, to press and hold the recessed Reset button on the back of the base station.
When the Power light on the front of the base station starts to blink green and orange, release the Reset button. The Power light turns solid orange. When it turns solid green, the restoration is completed. This process takes about a minute.

For additional information about how to troubleshoot issues that are specific to wireless connections, click the following article number to view the article in the Microsoft Knowledge Base:

831770 MSBBN How to troubleshoot wireless connection problems

For more information about how to troubleshoot the network by using the Windows Ping utility, click the following article number to view the article in the Microsoft Knowledge Base:

814155 MSBBN: How to Use Ping.exe to Check Your Microsoft Broadband Network

To troubleshoot network and Internet connection problems in Windows Vista, follow the instructions in the "Troubleshoot network and Internet connection problems" topic in Windows Vista Help and Support. To view the topic, follow these steps:

Click Start , and then click Help and Support.
In the Search Help box, type Troubleshoot network and Internet connection problems, and then click Search Help.
Click the appropriate topic.

Keywords: kbtshoot kbhowto KB812951

Microsoft KB Archive/812951

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