Troubleshooting

You can use the Power, Internet, and Ethernet lights on the front panel of the Verizon router to help diagnose home networking connectivity problems. Follow the steps below to diagnose and test the possible solutions for any connectivity problems you are experiencing.

Note: You might want to print these directions to make the troubleshooting process easier.

1. Disconnect all networked computers and restart the computer connected to the router. Reconnect the other computers one-by-one to isolate the problem.



2. If you still can't connect to the Internet, please contact Verizon.

Your network's SSID is stored in your Verizon 9100EM or 9100VM router. As long as you know your router's user name and password, you can access the security settings where the SSID is stored.

Note: The Verizon 9100EM and 9100VM security screens and prompts may vary slightly from the directions below, depending on when you purchased your router and the version of the firmware loaded on it.

To display your network's SSID:

1. Open your Web browser and enter http://192.168.1.1 in the Address field.
3. Enter your user name. If you didn't change it when you configured your network, the default user name is admin.
4. Enter your password.
   • Note: If you didn't change the default password when you set up your router, it may have been changed to your router's serial number to provide greater security. You can find your router's serial number on a label affixed to the bottom or back of your router.
   • Note: If you've forgotten your user name or password, you must reset your Verizon 9100EM or 9100VM router to the factory defaults to access the configuration screen.


5. Click the Wireless Settings icon. [Show Me]



6. Click Basic Security Settings in the left navigation panel.



7. Write down the entry in the SSID field.


8. Close the router configuration window.

Your network's current WEP encryption key is stored in your Verizon 9100 router. As long as you know your router's user name and password, you can access the security settings where the WEP encryption key is stored.

Note: The Verizon 9100 security screens and prompts may vary slightly from the directions below, depending on when you purchased your router and the version of the firmware loaded on it.

To display your network's WEP encryption key:

1. Open your Web browser and enter http://192.168.1.1 in the Address field.



2. Enter your user name. If you didn't change it when you configured your network, the default user name is admin.
3. Enter your password.
4. Note: If you didn't change the default password when you set up your router, it may have been changed to your router's serial number to provide greater security. You can find your router's serial number on a label affixed to the bottom or back of your router.
5. Note: If you've forgotten your user name or password, you must reset your router to the factory defaults to access the configuration screen.
6. Click the Wireless Settings icon. [Show Me]
7. Click Wireless Status in the left navigation panel.
8. Write down the entry in the WEP Key section, including whether it is 64-bit or 128-bit encryption.

 How can I find my Verizon 9100EM or 9100VM network's WPA2 or WPA encryption key?Your network's current WPA2 or WPA encryption key is stored in your Verizon 9100 router. As long as you know your router's user name and password, you can access the security settings where the WPA2 or WPA encryption key is stored.

Note: The Verizon 9100 security screens and prompts may vary slightly from the directions below, depending on when you purchased your router and the version of the firmware loaded on it.

To display your Verizon 9100EM or 9100VM network's WPA2 or WPA encryption key:

1. Open your Web browser and enter http://192.168.1.1 in the Address field.




 

1. Enter your user name. If you didn't change it when you configured your network, the default user name is admin.



2. Enter your password.
3. Note: If you didn't change the default password when you set up your router, it may have been changed to your router's serial number to provide greater security. You can find your router's serial number on a label affixed to the bottom or back of your router.
4. Note: If you've forgotten your user name or password, you must reset your router to the factory defaults to access the configuration screen.
   
5. Click the Wireless Settings icon. [Show Me]



6. Click Wireless Status in the left navigation panel.



7. Write down the entry in the WPA section.

The default user name for the Verizon 9100EM router is "admin," and the default password is "password" (do not include the quotation marks).

• Note: To improve security, your router password may have been changed to the serial number of your Verizon 9100 router if you hadn't previously changed the password from the default of "password." You can find your router's serial number on the label affixed to the bottom or back of your router.
• If you reset your router to the factory default settings, the router password will return to "password."
  

The user name and password are both case-sensitive, so be sure to enter them in lower case. 

You can use the ping command to test the connection between your computer and router. The ping test sends data packets from your computer to a server on the Internet to test your Internet connection. If the connection is working, the same number of data packets will be sent from your computer as are received by the server. It verifies that the data packets are going from your computer to your router, and finally to the server on the Internet.

1. Click Start.



2. Enter cmd in the Start Search field.



3. Enter ping verizon.net at the command prompt.
   
   
   • If "Packets: Sent = 4, Received = 4, Lost = 0 (0% loss)" displays, the connection is good and the signal successfully reached the router.
   
   
   
   • If "Packets: Sent = 4, Received = 0, Lost = 4 (100% loss)" displays, the connection is faulty and none of the signals did reached the router.
   
   
   
   • A "Destination host unreachable" or "Request timed out" error message also indicates the connection is faulty and the signal did not reach the router.
     • Check the physical connection between your computer and the router.
     • Check your router settings.
     • Contact your computer manufacturer for assistance. You may have to uninstall and then re-install the drivers for your Network Interface Card because they are corrupt, or you may have a defective or damaged interface card.