What should I do if the IQrouter fails to connect to the Internet on Step 2 of the configuration?

In most cases the IQrouter will use DHCP to obtain an IP address from the modem connected to the IQrouter WAN port. In this case the connection to the Internet should happen automatically. If after selecting your connectivity type you are told the IQrouter could not connect to the Internet here are a few things you should do. For all DHCP customers (and those not sure if they are DHCP) try suggestion 1 and 2. Customers needing to use a Static IP or PPPoE can skip to the sections below specific to those users.

DHCP

Dynamic Host Configuration Protocol (DHCP) is a client/server protocol that automatically provides an Internet Protocol (IP) host with its IP address and other related configuration information such as the subnet mask and default gateway.

1) Make sure the Ethernet cable connected to the IQrouter WAN port is working. In some cases you will be connecting the IQrouter to a modem/router that would let you connect a laptop or other computer to the Ethernet cable and confirm you can connect to the Internet. In other cases the Ethernet cable is simply kinked or not fully connected to the IQrouter or modem. Make sure the cable is straight and "clicks" into the Ethernet connections on both the IQrouter and modem.

2) To start with you should have powered on the modem first and then powered on the IQrouter. If that did not provide an Internet connection try to power down the modem and then power it back on while the IQrouter stays powered on. Once the modem has finished powering up restart the browser and try to configure the IQrouter again.

3) If the Ethernet cable/connection tests and reboot sequence tests do not get your Internet connection working you may need to contact your ISP. Some ISPs require you to call them in order to connect a new router to their modem. In some cases they will need to manually close an existing DHCP lease to your old router before allowing a new router to connect. In other cases the ISP will only connect to a router using a known MAC Address or using a Static IP address. See the sections on Static IP and MAC Address below for more details on these options.

Static IP

If you ISP requires a router to use a Static IP address you can enter the required information during Step 2 of the IQrouter configuration before selecting your Connection Type. Your ISP will provide the information required to configure for Static IP.

MAC Address

A media access control address (MAC address) is a unique identifier assigned to each IQrouter that you can provide to your ISP to identify your IQrouter.  If your ISP requires you to provide the MAC Address of your IQrouter in order to connect to their modem you can get the MAC Address at the start of Step 2 of the IQrouter configuration before selecting your Connection Type. 

PPPoE

PPPoE (Point-to-Point Protocol over Ethernet) is a specification for connecting multiple computer users on an Ethernet local area network to a remote site through common customer premises equipment, which is the telephone company's term for a modem and similar devices. If your ISP uses PPPoE you will need to provide your credential in order to connect to the Internet. All PPPoE users should select DSL as their connectivity type. When you get the error that the IQrouter could not connect to the Internet select the "PPPoE" button to provide your credentials. Your ISP will need to provide your PPPoE credentials if you do not know them. Often times they are your ISP supplied email address and password.

 

Note: If you have already selected your Connection Type during Step 2 you can either use the "Back" button on the current configuration page to return to the start of Step 2 or simply close the browser and reopen to start the IQrouter config again. When you select to begin the config after you have previously started a config you will be given the choice to continue with the current configuration by selecting "OK" or to start over by selecting "Cancel". Select "Cancel" to start over and get to the Static IP configuration at the start of Step 2.

 

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