Northwest Nexus Frequently Asked Questions

Troubleshooting WorkGroup Online Connections

This FAQ will try and help customers do some basic troubleshooting when their Workgroup Online service is down, whether that service be delivered via analog, ISDN or DSL.
Q: I can't check email or see web sites from my desktop machine

A: Work to determine where the connection is "breaking". Here are some steps to try and isolate the problem.

  1. On any Windows machine, open a MS-DOS window, and try to ping your Netopia router's address to confirm the connection to the router is there. Usually the address is 10.0.1.1, so the command is:

    ping 10.0.1.1

    You should see 4 responses that say "Reply from ". If it says "Request timed out", then the local machine can not connect to the router. Make sure that the router is on and connected to the network. You may also need to check your local network setup.

  2. If you can ping the router successfully, try and ping one of our DNS servers, 206.63.63.1 for example. If you get a reply from that address, then the connection is up and running. If so, then try and ping www.nwnexus.com. If this fails, it is likely the DNS settings on the local machine. Check your TCP/IP setup to make sure you have DNS enabled

  3. If you can ping your router but not anything beyond it, then the link between your router and ours is likely down. This is where troubleshooting is a bit different for the different services.

### ISDN ###

  1. Make sure the green Ready light is lit and that the ISDN channel line is active. If not, there is a problem with the ISDN line itself. Try turning the router on and off to see if it re synchs with the telco switch. If it still doesn't work, you'll need to contact your telco. Make sure to have your SPID numbers ready for the technician.

  2. You can try a loopback test, where one ISDN line dials the other. Telnet to your router, from a Windows machine just enter

    telnet 10.0.1.1

    (or substitute the ethernet IP for your router) in the Run command line. Go to Utilities and Diagnostics in the Netopia menu, and select Loopback Test. This should try and check your line to make sure both channels are working. If it fails, record the error and report it to your telco with your SPID information. The SPID numbers you have setup are in the first page of the Easy Setup, you will want to verify them for accuracy against your records.

  3. If the loopback test passes, then the ISDN line is ok. Now from the main menu, go into Utilities and Diagnostics. Select Establish WAN connection, and use the profile setup for your Workgroup Online Service. The router should then try and dial Nexus. If it fails, record the error and then contact technical support, we'll work with you to verify that everything is setup as it should be.

### Analog ###

  1. If you can ping your router but not anything out on the Internet, telnet to the router from the Run menu in the Windows Start button, the command is

    telnet 10.0.1.1

    (or substitute your ethernet IP address). Once into the router, go to Utilities and Diagnostics. Select Establish WAN connection. The router should dial and connect to Northwest Nexus.

  2. If not, see what error the Netopia reports. If it says No Dial Tone, check to make sure your phone lines are plugged into the Netopia and that you don't have any voice mail messages or other option that may result in a "broken" dial tone when the modem picks up. Verify that it is dialing the correct number for your area.

  3. If it fails to connect to Nexus after you hear modem negotiation sounds, then record the error and contact technical support.

### DSL ###

  1. Check the DSL modem connected to the router. Make sure it has 3 solid green lights (Usually WAN, LAN and POWER)

  2. If the WAN light is not solid green, then there is a problem with the DSL line between your modem and the telco switch. Contact your telco provider and ask that they check your line
    .
  3. If the LAN light is not solid green, than the link between your DSL modem and Netopia router is not up. Check to make sure that the special ethernet crossover cable from your modem is plugged into the Line 1 slot.

  4. If you can ping your router but not anything out on the Internet, telnet to the router from the Run menu in the Windows Start button, the command is

    telnet 10.0.1.1

    (or substitute your ethernet IP address). In the Easy Setup screen, check to make sure that the correct IP address for your connection is specified, and that the Subnet Mask is 255.255.255.0

  5. Go to the Utilities and Diagnostics, then select Ping Try and ping one of our name servers, 206.63.63.1 for instance. If that works, then try and ping our web site, www.nwnexus.com. If that works, then your DSL line and your router are connected properly, you will need to work with your client machines to determine why they aren't using the connection

  6. If pings from the router fail, then the DSL line is most likely down. Contact your telco provider and open a ticket. You should also contact technical support to verify that there are no known issues with DSL at the time of your failure.

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