This chapter offers some suggestions to solve problems you might encounter. The potential problems are divided into the following categories.
• Power, Hardware Connections, and LED
Power, Hardware Connections, and LED
The NWA/WAC does not turn on. The LED is not on.
1 Make sure you are using the power adaptor included with the NWA/WAC or a PoE power injector/switch.
2 Make sure the power adaptor or PoE power injector/switch is connected to the NWA/WAC and plugged in to an appropriate power source. Make sure the power source is turned on.
3 Disconnect and re-connect the power adaptor or PoE power injector/switch.
4 Inspect your cables for damage. Contact the vendor to replace any damaged cables.
5 If none of these steps work, you may have faulty hardware and should contact your NWA/WAC vendor.
The LED does not behave as expected.
1 Make sure you understand the normal behavior of the LED. See LEDs.
2 Check the hardware connections. See the Quick Start Guide.
3 Inspect your cables for damage. Contact the vendor to replace any damaged cables.
4 Disconnect and re-connect the power adaptor or PoE power injector to the NWA/WAC.
5 If the problem continues, contact the vendor.
I forgot the IP address for the NWA/WAC.
1 The default IP address (in standalone AP mode) is 192.168.1.2.
2 If you changed the IP address and have forgotten it, you have to reset the device to its factory defaults. See Resetting the NWA/WAC.
3 If your NWA/WAC is a DHCP client, you can find your IP address from the DHCP server. This information is only available from the DHCP server which allocates IP addresses on your network. Find this information directly from the DHCP server or contact your system administrator for more information.
I cannot see or access the Login screen in the web configurator.
1 Make sure you are using the correct IP address.
• The default IP address (in standalone AP mode) is 192.168.1.2.
• If you changed the IP address, use the new IP address.
• If you changed the IP address and have forgotten it, see the troubleshooting suggestions for I forgot the IP address for the NWA/WAC.
2 Check the hardware connections, and make sure the LED is behaving as expected. See the Quick Start Guide and LEDs.
3 Make sure your Internet browser does not block pop-up windows and has JavaScripts and Java enabled.
4 Make sure your computer is in the same subnet as the NWA/WAC. (If you know that there are routers between your computer and the NWA/WAC, skip this step.)
• If there is a DHCP server on your network, make sure your computer is using a dynamic IP address.
• If there is no DHCP server on your network, make sure your computer’s IP address is in the same subnet as the NWA/WAC.
5 Reset the device to its factory defaults, and try to access the NWA/WAC with the default IP address. See Resetting the NWA/WAC.
6 If the problem continues, contact the network administrator or vendor, or try one of the advanced suggestions.
Advanced Suggestions
• Try to access the NWA/WAC using another service, such as Telnet. If you can access the NWA/WAC, check the remote management settings to find out why the NWA/WAC does not respond to HTTP.
• If your computer is connected wirelessly, use a computer that is connected to a LAN/ETHERNET port.
I forgot the password.
1 The default password is 1234.
2 If this does not work, you have to reset the device to its factory defaults. See Resetting the NWA/WAC.
I can see the Login screen, but I cannot log in to the NWA/WAC.
1 Make sure you have entered the user name and password correctly. The default password is 1234. This fields are case-sensitive, so make sure [Caps Lock] is not on.
2 You cannot log in to the web configurator while someone is using Telnet to access the NWA/WAC. Log out of the NWA/WAC in the other session, or ask the person who is logged in to log out.
3 Disconnect and re-connect the power adaptor or PoE power injector to the NWA/WAC.
4 If this does not work, you have to reset the device to its factory defaults. See Resetting the NWA/WAC.
I cannot use FTP to upload / download the configuration file. / I cannot use FTP to upload new firmware.
See the troubleshooting suggestions for I cannot see or access the Login screen in the web configurator. Ignore the suggestions about your browser.
I cannot access the Internet.
1 Check the hardware connections, and make sure the LED is behaving as expected. See the Quick Start Guide and Power, Hardware Connections, and LED.
2 Make sure the NWA/WAC is connected to a broadband modem or router with Internet access and your computer is set to obtain an dynamic IP address.
3 If you are trying to access the Internet wirelessly, make sure the wireless settings on the wireless client are the same as the settings on the NWA/WAC.
4 Disconnect all the cables from your device, and follow the directions in the Quick Start Guide again.
5 If the problem continues, contact your ISP.
I cannot access the Internet anymore. I had access to the Internet (with the NWA/WAC), but my Internet connection is not available anymore.
1 Check the hardware connections, and make sure the LED is behaving as expected. See the Quick Start Guide and LEDs.
2 Reboot the NWA/WAC.
3 If the problem continues, contact your ISP.
The Internet connection is slow or intermittent.
1 There might be a lot of traffic on the network. Look at the LED, and check LEDs. If the NWA/WAC is sending or receiving a lot of information, try closing some programs that use the Internet, especially peer-to-peer applications.
2 Check the signal strength. If the signal is weak, try moving the NWA/WAC closer to the NWA/WAC (if possible), and look around to see if there are any devices that might be interfering with the wireless network (microwaves, other wireless networks, and so on).
3 Reboot the NWA/WAC.
4 If the problem continues, contact the network administrator or vendor, or try one of the advanced suggestions.
Advanced Suggestions
Check the settings for QoS. If it is disabled, you might consider activating it. If it is enabled, you might consider raising or lowering the priority for some applications.
I cannot access the NWA/WAC or ping any computer from the WLAN.
1 Make sure the wireless LAN (wireless radio) is enabled on the NWA/WAC.
2 Make sure the radio or at least one of the NWA/WAC’s radios is operating in AP mode.
3 Make sure the wireless adapter (installed on your computer) is working properly.
4 Make sure the wireless adapter (installed on your computer) is IEEE 802.11 compatible and supports the same wireless standard as the NWA/WAC’s active radio.
5 Make sure your computer (with a wireless adapter installed) is within the transmission range of the NWA/WAC.
6 Check that both the NWA/WAC and your computer are using the same wireless and wireless security settings.
Hackers have accessed my WEP-encrypted wireless LAN.
WEP is extremely insecure. Its encryption can be broken by an attacker, using widely-available software. It is strongly recommended that you use a more effective security mechanism. Use the strongest security mechanism that all the wireless devices in your network support. WPA2 or WPA2-PSK is recommended.
The wireless security is not following the re-authentication timer setting I specified.
If a RADIUS server authenticates wireless stations, the re-authentication timer on the RADIUS server has priority. Change the RADIUS server’s configuration if you need to use a different re-authentication timer setting.
I cannot get a certificate to import into the NWA/WAC.
1 For My Certificates, you can import a certificate that matches a corresponding certification request that was generated by the NWA/WAC. You can also import a certificate in PKCS#12 format, including the certificate’s public and private keys.
2 You must remove any spaces from the certificate’s filename before you can import the certificate.
3 Any certificate that you want to import has to be in one of these file formats:
• Binary X.509: This is an ITU-T recommendation that defines the formats for X.509 certificates.
• PEM (Base-64) encoded X.509: This Privacy Enhanced Mail format uses lowercase letters, uppercase letters and numerals to convert a binary X.509 certificate into a printable form.
• Binary PKCS#7: This is a standard that defines the general syntax for data (including digital signatures) that may be encrypted. A PKCS #7 file is used to transfer a public key certificate. The private key is not included. The NWA/WAC currently allows the importation of a PKS#7 file that contains a single certificate.
• PEM (Base-64) encoded PKCS#7: This Privacy Enhanced Mail (PEM) format uses lowercase letters, uppercase letters and numerals to convert a binary PKCS#7 certificate into a printable form.
• Binary PKCS#12: This is a format for transferring public key and private key certificates.The private key in a PKCS #12 file is within a password-encrypted envelope. The file’s password is not connected to your certificate’s public or private passwords. Exporting a PKCS #12 file creates this and you must provide it to decrypt the contents when you import the file into the NWA/WAC.
Note: Be careful not to convert a binary file to text during the transfer process. It is easy for this to occur since many programs use text files by default.
I can only see newer logs. Older logs are missing.
When a log reaches the maximum number of log messages, new log messages automatically overwrite existing log messages, starting with the oldest existing log message first.
The commands in my configuration file or shell script are not working properly.
• In a configuration file or shell script, use “#” or “!” as the first character of a command line to have the NWA/WAC treat the line as a comment.
• Your configuration files or shell scripts can use “exit” or a command line consisting of a single “!” to have the NWA/WAC exit sub command mode.
• Include write commands in your scripts. Otherwise the changes will be lost when the NWA/WAC restarts. You could use multiple write commands in a long script.
Note: “exit” or “!'” must follow sub commands if it is to make the NWA/WAC exit sub command mode.
I cannot get the firmware uploaded using the commands.
The Web Configurator is the recommended method for uploading firmware. You only need to use the command line interface if you need to recover the firmware. See the CLI Reference Guide for how to determine if you need to recover the firmware and how to recover it.
Wireless clients are not being load balanced among my APs.
• Make sure that all the APs used by the wireless clients in question share the same SSID, security, and radio settings.
• Make sure that all the APs are in the same broadcast domain.
• Make sure that the wireless clients are in range of the other APs; if they are only in range of a single AP, then load balancing may not be as effective.
In the Monitor > Wireless > AP Information > Radio List screen, there is no load balancing indicator associated with any APs assigned to the load balancing task.
• Check to be sure that the AP profile which contains the load balancing settings is correctly assigned to the APs in question.
• The load balancing task may have been terminated because further load balancing on the APs in question is no longer required.
How do I remove the WAC6500 series indoor AP from its mounting bracket?
• Find the down arrow close to the Ethernet ports, then use a thin flat tool (for example, a flat screw driver) to lift up a clip beneath the down arrow.
• Turn the WAC6500 series indoor AP counter-clockwise.
• Detach the WAC6500 series indoor AP from the mounting bracket.
If you cannot access the NWA/WAC by any method, try restarting it by turning the power off and then on again. If you still cannot access the NWA/WAC by any method or you forget the administrator password(s), you can reset the NWA/WAC to its factory-default settings. Any configuration files or shell scripts that you saved on the NWA/WAC should still be available afterwards.
Use the following procedure to reset the NWA/WAC to its factory-default settings. This overwrites the settings in the startup-config.conf file with the settings in the system-default.conf file.
Note: This procedure removes the current configuration.
1 Make sure the Power LED is on and not blinking.
2 Press the RESET button and hold it until the Power LED begins to blink. (This usually takes about ten seconds.)
3 Release the RESET button, and wait for the NWA/WAC to restart.
You should be able to access the NWA/WAC using the default settings.
Getting More Troubleshooting Help
Search for support information for your model at www.zyxel.com for more troubleshooting suggestions.