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Overview
Communication parameters required for the Intel® Wireless Gateway (IWG) to communicate with the Internet vary from Internet Service Provider (ISP) to ISP, and even from location to location of the same ISP. This makes the configuration and troubleshooting of the Internet connection of devices such as the IWG sometimes problematic. However, if you address the basics and apply systematic troubleshooting, the IWG will begin communicating successfully to the web in short order.
When the ISP installs the Internet connection, the company gives the user a set of parameters. An ISP worksheet is included with the product. The worksheet gives the user the opportunity to easily write down the parameters in a format that is similar to the user interface. If the user does not have the worksheet filled out and the ISP parameter information is unavailable, you can examine the computer currently communicating successfully over the link to find the information. This is also the way to verify the information.
Parameters
The following ISP parameters are configurable in the IWG. An ISP may require any or all or a combination of them for authentication and communications.
- IP Addressing: The ISP specifies whether they use static or dynamic IP addressing. If they use static IP addressing, the ISP provides the IP address, as well as mask, default gateway, and DNS server addresses. Checking the box for these parameters and entering static parameters disables dynamic IP configuration and disables the WAN DHCP client.
- PPPoE: The ISP may require Point-to-Point Protocol over Ethernet authentication. If so, the ISP provides username and password parameters to the user. Most often there is a program running on the customers existing computer that handles the PPPoE login. This software is replaced by the PPPoE functionality for the IWG.
- MAC Address: For authentication, along with whatever other parameters are required, the ISP may utilize the MAC address of the device connected to the modem. For the IWG this is the WAN port MAC address and not the LAN port. Often the cable/xDSL modem has the capability to register a new MAC itself. However, sometimes a call to the ISP is necessary to add the IWG's WAN MAC to their system manually.
Troubleshooting Suggestions
The following screen is displayed when you access the IWG through a web browser. If a red X is displayed over the arrow between the IWG and DSL/Cable
Modem, try the troubleshooting suggestions below.
- The IWG should be operating at version 2.2 firmware at a minimum. See www.intel.com/support for the latest firmware updates.
- Make sure that the IWG is properly communicating to a workstation and is connected properly to the modem. The IWG's WAN port and modem are connected with a standard CAT-5 cable.
- Make sure that the IWG is not configured as an AP only.
- Make sure that the IWG has the proper settings from the ISP. Verify by reviewing the settings on a working existing PC that is making a successful connection to the IWG.
- Make sure that there is no proxy setting and that the browser does not automatically try to detect settings. See the figure below.
- If the IWG was working for a period of time, and then stopped working, consider what has changed. Likely candidates are the ISP's DNS addresses if manually assigned.
- Do a POR to the IWG by powering it off and back on. Do the same with the modem.
- If a red X is displayed in the device status screen, one or more of the ISP parameters are incorrect. Adjust the parameters. When the IWG is successfully communicating with the Internet, the red X is no longer displayed. Remember to refresh the browser to update the device status screen after making a parameter or other change.
- Reset the IWG by the reset button to factory defaults and enter the
configuration parameters again. To reset, with power applied to the IWG, push and hold the reset button for five seconds.
- If the red X is no longer displayed and you still cannot access a Internet site, you have successfully done a the basic authentication to the ISP. See if you can ping past the WAN interface and out onto the Internet. Ensure that you do not have a DNS issue. If you can access a web site by IP address rather than URL you probably have a DNS issue.
- If the red X is no longer displayed and you can successfully ping to a location on the Internet, the IWG is working. Look to the browser's proxy settings. Typically you should have nothing checked, for example no auto detect, no proxy scrip or proxy server specified.
- If you have verified the ISP parameters, the last item to check is the MAC address. Usually the user does not know if the MAC address must be registered in the modem or the ISP. However, many cable/xDSL modems "learn" a new MAC at power-on, so POR the modem with the IWG connected. Many cable/xDSL modems will learn a new MAC only after being powered off for 10, 15, or 30 minutes. If the modem will not automatically learn the new MAC address, you may need to call the ISP and have them manually register the MAC. You can also spoof the MAC address of the existing PC that works into the IWG. To do this, change the settings in the Additional ISP Settings page. Note that the MAC address that you enter into the IWG is NOT the LAN MAC address of the IWG itself. It is rather the MAC address of the adapter or other device that is currently working properly with and therefore registered with the modem. See the figure below.
- If either the red X is not displayed but you still cannot get out to the Internet, or the red X is still displayed and you are assured that all parameters and MAC addresses issues have been resolved, contact the ISP for further assistance
- Ensure your cables and connections are proper as shown in the figure below:
This applies to:
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