TD-W9960 V1.2 User Guide

Appendix: Troubleshooting

T1.How do I restore my modem router’s configuration to its factory default settings?

With the modem router powered on, press and hold down the RESET button on the side panel of the modem router until all the LEDs turn ob momentarily, then release the button.

Note: Once the modem router is reset, the current configuration settings will be lost and you will need to re-configure the modem router.

T2.What should I do if I forgot my password?

Web management page password:

•If you are using a TP-Link ID to log in, click Forgot password on the login page and then follow the instructions to reset the password.

•Alternatively, refer to T1 to reset the router, and then visit http://tplinkmodem.net to create a new login password.

Wireless network password:

•The default Wireless Password/PIN is printed on the product label of the modem router.

•If the default wireless password has been changed, log in to the modem router’s web management page and go to Basic > Wireless to retrieve or reset your password.

T3.What should I do if I cannot log in to the modem router’s web management page?

•If the computer is set a static IP address, change its settings to obtain an IP address automatically.

•Make sure http://tplinkmodem.net or http://192.168.1.1 is correctly entered in the web browser.

•Make sure the default access you input is right.

•Check your computer’s settings:

1 )Go to Start > Control Panel > Network and Internet, and click View network status and tasks;

2 )Click Internet Options on the bottom left;

3 )Click Connections, select Never dial a connection;

4 )Click LAN settings, deselect the following three options and click OK;

5 )Go to Advanced > Restore advanced settings, click OK to save the settings.

•Change a web browser or computer and log in again.

•Reset the modem router to factory default settings. Refer to Back up and Restore Configuration Settings for detailed information. Open a web browser and log in again. If login fails, please contact our Technical Support.

T4.What should I do if I cannot access the internet?

•Ensure all connections are secure, including telephone lines, Ethernet cables and power adapters.

•Check to see if you can log in to the web management page of the modem router. If you cannot, please adjust your computer’s settings according to T3 and then see if you can access the internet. If the problem persists, please go to the next step.

•Consult your ISP and make sure the VPI/VCI, Connection Type, account username and password are correct. If there are any mistakes, please correct the settings and try again.

•Refer to T5 to clone the MAC address.

•If you still cannot access the internet, please restore your modem router to its factory default settings and reconfigure your modem router by following the instructions in Use Quick Setup Wizard.

•Please contact our Technical Support if the problem persists.

T5. What should I do if the DSL LED does not turn solid on?

•Check your cables and make sure they are all plugged in correctly, including the telephone lines and power adapter.

•Restore your modem router to its factory default settings. Refer to T1 to reset the modem router.

•Remove the DSL splitter, directly connect the modem router to the phone jack and follow this guide to reconfigure the modem router.

•Contact your ISP (internet service provider) to check the status of your DSL line.

•If the problem persists, please contact our Technical Support.

T6.How do I clone a MAC address?

You can manually change the MAC address of the modem router. It is helpful when your internet access account provided by your ISP is bound to one specific MAC address, in other words, your ISP just permits only one computer with the authenticated MAC address to access the internet. In this case, you can use MAC Clone to allow more computers to access the internet via the same account.

1.Visit http://tplinkmodem.net, and log in with password you set for the modem router.

2.Go to Advanced > Network > Internet page. Click the Add icon, and scroll down to get the MAC Clone section.

•If you are using the computer with the authenticated MAC address to access the modem router, please select Use Current Computer MAC Address.

•If you know the authenticated MAC address, please select Use Custom MAC Address and then enter the address.

3.Click Save to make the settings effective.

T7.How can I change my computer‘s settings to obtain an IP address automatically?

To change the computer’s network settings, follow the steps below.

•For MAC OS X:

1 )Click the Apple icon, and select System Preferences from the drop-down list.

2 )Click the Network icon.

3 )Select Ethernet (for wired connection) or Wi-Fi (for wireless connection) in the left panel, then click Advanced.

4 )Click TCP/IP.

5 )From the Configure IPv4 drop-down list, select Using DHCP.

6 )Click OK.

•For Windows 7/8/8.1/10:

1 )Right-click the Network icon on the system tray and select Open Network and Sharing Center > Change adapter settings.

2 )Right-click your network connection (wired or wireless) and select Properties.

3 )Double-click Internet Protocol Version 4 (TCP/IPv4).

4 )Select both Obtain an IP address automatically and Obtain DNS server address automatically, then click OK.

5 )Click OK again to save your configuration.

•For Windows XP:

1 )Right-click the Network icon on the system tray and select Open Network Connections.

2 )Right-click your network connection (wired or wireless) and select Properties.

3 )Double-click Internet Protocol (TCP/IP).

4 )Select both Obtain an IP address automatically and Obtain DNS server address automatically, then click OK.

5 )Click OK again to save your configuration.

T8.What should I do if I cannot find my wireless network or I cannot connect the wireless network?

•If you fail to find any wireless network, follow the steps below:

1.Make sure the wireless function is enabled if you’re using a laptop with built-in wireless adapter. You can refer to the relevant document or contact the laptop manufacturer.

2.Make sure the wireless adapter driver is installed successfully and the wireless adapter is enabled. You can refer to the relevant document or contact the wireless adapter manufacturer.

•If you can find other wireless network except your own, follow the steps below:

1.Check the LED on your wireless router/modem;

2.Make sure your computer/device is still in range of your router/modem. Move closer if you are currently too far away.

3.Go to Basic > Wireless page, and check the wireless settings, double-check your Wireless Name (SSID) is not hidden.

4.Connect to wireless network.

•If you can find your wireless network but fail to connect, follow the steps below:

1.Authentication problem: Network Security Key Mismatch.

1 )Sometimes you will be asked to type in a PIN number when you connect to the wireless network for the first time. This PIN number is different from the Wireless Password/Network Security Key, usually you can only find it on the label of your modem router.

2 )If you cannot find the PIN or PIN failed, you may choose “Connecting using a security key instead”, and then type in the Network Security Key/Wireless Password;

3 )If you continue to be told there is a network security key mismatch, it is suggested to check the wireless password on your modem router.

Note: Wireless password/Network Security Key is case sensitive.

4 )Connect to wireless network.

2.Windows was unable to connect to XXXX /Cannot join this network/Taking longer than usual to connect to this network.

1 )Check the wireless signal strength of your network, if it is weak (1~3 bars), please move the router closer and try again;

2 )Change the wireless Channel of the router to 1,6,or 11 to reduce interference from other networks;

3 )Re-install or update the driver for your wireless adapter of the computer;

4 )Connect to wireless network.