Trouble shooting on Internet connection problems

Troubleshooting on Internet connection problem

Internet connection problems may be caused by different factors, like the IP conflict between the Tenda router and the Internet upstream device, the registered MAC address, the MTU value, the DNS server, etc. This article is aimed at troubleshooting Internet connectivity issues about Tenda routers.

Note: Before proceeding with the solutions in this article, ensure that your Internet connection is active by plugging the Internet cable, which may come from your modem, directly into your computer.

Part 1: Connect the devices together

Part 2: Log into the web-based setup page

Part 3: Check the connection status in the setup page

Part 4: Troubleshooting Internet connectivity issues when the connection status shows Disconnected

Part 5: Troubleshooting Internet connectivity issues when the connection status shows Connecting

Part 6: Troubleshooting Internet connectivity issues when the connection status shows Connected

Connect the devices together

Here we recommend you connect your device to Tenda device by a wired connection.

Step 1:

Take an Ethernet cable to connect your computer with one of the yellow LAN ports of the Tenda device.

Step 2:

Ensure that the light corresponding to the LAN port where the Ethernet cable is connected to is lit. If it is lit, you may proceed with the next procedure. Otherwise, try to connect your computer to another yellow LAN port or change another Ethernet cable.

Note: There is only one LAN or LAN/WAN port on some devices like A5/A6/A3/A30/N3/3G150B/PW201A, etc. You can only log into the setup page wirelessly for A5 and 3G186R.

Log into the Tenda web-based setup page

Find out the login IP address on the label located on the back of the Tenda device, and then enter it in the address bar of a web browser. Enter the login username and password if prompted, generally admin both for username and password. If you changed the login IP address or password, you should login with the new IP address and password.

You may need to refer to the User Guide for help about logging into the setup page. For troubleshooting on logging into the setup page, click here.

Note: For A5 and 3G186R, you can only log into the setup page wirelessly.

Check the connection status in setup page

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select System Status/Status/Device Info from the main menu.

Note: You may find System Status in the submenu of Advanced Settings.

Step 3:

Locate Network Status/WAN Status/WAN, and you will find the Connection Status/Status there.

Normally, we have 3 connection status: Disconnected/Connecting/Connected. When it says Disconnected, proceed with Part 4; Connecting, Part 5; Connected, Part 6.

Troubleshooting Internet connectivity issues when the connection status shows Disconnected

You can try the following solutions one by one:

Check the hardware connection

Change the WAN speed in the setup page

Reset the Tenda device to factory default

l Check the hardware connection

Simply plug the Internet cable, which may come from your modem, securely into the blue WAN port. You should hear a click. In rare cases the Internet cable could be faulty and cause network connectivity issue. Try using any other Ethernet cable in place of the faulty one comes from your modem or contact your ISP (Internet Service Provider) for help.

l Change the WAN speed in the setup page

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select Advanced Settings again and then select WAN Speed or select WAN Speed directly, and change the WAN speed to be 10M Full-duplex or 10M Half-duplex.

Note:

i. For dual band router like N60, you should select Network first, then select WAN Port, and then point to Speed/Duplex. Change the WAN Interface-Speed/Duplex to be 10M Full-duplex or 10M Half-duplex.

ii. For the newest Tenda setup page, simply select WAN Speed and change the WAN speed to be 10M Full-duplex or 10M Half-duplex.

l Reset the Tenda device to factory default

i. In the setup page, simply select System Tools/Management/Tools from the main menu, and select Restore to Factory Default/Restore to Default/Restore Default. You can reset the Tenda device to factory default there.

ii. Find a Reset or RST button/hole on the side of the Tenda device and hold down it for about 10 seconds. During which time, you will find that all the indicators turn on or off and several of them will back off or on later. All of the customized settings of the Tenda device will be erased after resetting. You can search the corresponding article from our website to set up your Tenda device again.

Note: For W150D/W300D, you may encounter a page of upgrading after resetting, and you can power cycle the W150D/W300D to solve the problem. You may need to proceed with the next part if you still cannot access the Internet.

Troubleshooting Internet connectivity issues when the connection status shows Connecting

You can try any solutions below.

Verify your Internet connection type

Power cycle your modem and the Tenda device

Change the LAN IP address in the setup page

Clone the MAC address

Reset the Tenda device to factory default

l Verify your Internet connection type.

If you have no idea, click here or contact your ISP (Internet Service Provider) for help.

l Power cycle your modem and the Tenda device

Perform the power cycle process as below:

Step 1:

Unplug the power cable from your modem first, and then from your Tenda device.

Step 2:
Wait for about 30 seconds.

Step 3:

Plug the power cable back to your modem first, and then into your router.

Step 4:

Wait for the router and modem lights to light up, and then try to connect to the Internet.

l Change the LAN IP address in the setup page

Follow the steps as below:

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select Advanced Settings again and then select LAN Settings from the submenu.

Note:

i. For dual band router like N60, you should select Network first and then select LAN.

ii. For the newest Tenda Interface, simply select LAN Settings.

Step 3:

Change the default LAN IP address to another one, leave the subnet mask as default and click Apply/OK/Save. For example, change the default 192.168.0.1 to 192.168.5.1.

l Clone the MAC address

Follow the steps as below:

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select Advanced Settings again and then select MAC Clone from the submenu. Or directly select MAC Address Clone under Advanced Settings.

Note:

i. For dual band router like N60, you should select Network first, then select WAN Port, and then point to MAC Clone.

ii. For the newest Tenda setup page, simply select MAC Clone.

Step 3:

Click Clone MAC or Clone MAC Address, and click Apply/OK/Save.

l Reset the Tenda device to factory default

Troubleshooting Internet connectivity issues when the connection status shows Connected

You can try solutions as below.

Power cycle your modem and the Tenda device

Change the LAN IP address in the setup page

Clone the MAC address

Change the DNS Address

Change the MTU value

Change the WAN speed in setup page

Reset the Tenda device to factory default

Upgrade to a newer firmware

l Power cycle your modem and the Tenda device

Perform the power cycle process as below:

Step 1:

Unplug the power cable from your modem first, and then from your Tenda device.

Step 2:
Wait for about 30 seconds.

Step 3:

Plug the power cable back to your modem first, and then into your router.

Step 4:

Wait for the router and modem lights to light up, and then try to connect to the Internet.

l Change the DNS Address

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select DNS Settings under Advanced Settings. Tick the checkbox first to manually set the DNS, and then set the primary DNS Address to be 8.8.8.8.

Note:

i. For dual band router like N60, you should select Network first, and then select DHCP. Tick the check box, and you can set the Primary DNS Address to be 8.8.8.8 there.

ii. For the newest Tenda setup page, simply select DNS Settings, tick the checkbox, and you can set the Primary DNS Address to be 8.8.8.8 there.

l Clone the MAC address

Follow the steps as below:

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select Advanced Settings again and then select MAC Clone from the submenu. Or directly select MAC Address Clone under Advanced Settings.

Note:

i. For dual band router like N60, you should select Network first, select WAN Port, point to MAC Clone.

ii. For the newest Tenda setup page, simply select MAC Clone.

Step 3:

Click Clone MAC or Clone MAC Address, and click Apply/OK/Save.

l Change the MTU value

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select Advanced Settings again and then select WAN Settings from the submenu. Or directly select WAN Settings under Advanced Settings.

Note:

i. For dual band router like N60, you should select Network first, select WAN, click on Config under Edit in WAN Settings.

ii. For the newest Tenda setup page, simply select Internet Connection Setup.

Step 3:

Change the MTU value to be 1450 or 1400.

l Change the LAN IP address in the setup page

Follow the steps as below:

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select Advanced Settings again and then select LAN Settings from the submenu.

Note: For dual band router like N60, you should select Network first and then select LAN.

For the newest Tenda Interface, simply select LAN Settings.

Step 3:

Change the default LAN IP address to another one, leave the subnet mask as default and click Apply/OK/Save. For example, change the default 192.168.0.1 to 192.168.5.1.

l Change the WAN speed in the setup page

Step 1:

Click on Advanced Settings/Advanced directly after logging into the setup page.

Step 2:

Select Advanced Settings again and then select WAN Speed or select WAN Speed directly, and change the WAN speed to be 10M Full-duplex or 10M Half-duplex.

Note:

i. For dual band router like N60, you should select Network first, select WAN Port, point to Speed/Duplex. Change the WAN Interface-Speed/Duplex to be 10M Full-duplex or 10M Half-duplex.

ii. For the newest Tenda setup page, simply select WAN Speed, change the WAN speed to be 10M Full-duplex or 10M Half-duplex.

l Reset the Tenda device to factory default