phicomm faqs router k-series en › wp-content › uploads › phicomm-faq-router … · • copy...

Phicomm Router (K-series)

FAQs

Table of Contents About this FAQs ................................................................................................ 1

Manage router ................................................................................................... 2

Web management ........................................................................................... 2

Unable to navigate to the Web Management interface.................................. 2

Unable to log in with a login password .......................................................... 5

Unable to save the settings on the web page ............................................... 6

Unable to locally manage router via app ....................................................... 7

Connect to Internet ........................................................................................... 8

Router is unable to get WAN IP address (PPPoE) ........................................ 8

Router is unable to get WAN IP address (DHCP) ......................................... 9

Router is unable to get WAN IP address (static IP) ..................................... 10

Router is unable to get WAN IP address (WISP) ........................................ 11

Router gets WAN IP address, but no Internet access ................................. 12

Fails to open web pages ............................................................................. 14

No Internet access on some devices .......................................................... 16

No Internet access via LAN ........................................................................ 17

Phicomm Wi-Fi is not detected ................................................................... 18

Wi-Fi is available but not connectable ......................................................... 19

No Internet access on wireless device ........................................................ 20

Performance issues ........................................................................................ 21

Slow or unstable connection on wired devices ............................................ 21

Wi-Fi connection drops unexpectedly ......................................................... 22

Weak Wi-Fi signal (1 or 2 bars) .................................................................. 23

Slow Wi-Fi speed ........................................................................................ 24

Unstable performance via wired and wireless connection ........................... 25

Slow WISP access ..................................................................................... 26

Advanced applications ................................................................................... 27

How to check whether port forwarding is successfully configured ............... 27

No access to USB storage .......................................................................... 28

LEDs ................................................................................................................ 29

LED is off .................................................................................................... 30

LED indicates WAN port is not connected properly ..................................... 31

LED indicates Wi-Fi is not working properly ................................................ 32

About this FAQs Phicomm has developed answers to the most frequently asked questions regarding to K series wireless router. For additional information on the specialized features or applications, please refer to the user manual of relevant product.

Changes of history

Date Changes

2017/7/13 Initial version based on Chinese version provided by service department, and reviewed by test team.

- 2 -

Manage router

Web management

Unable to navigate to the Web Management interface

Article #: Product: Version: Last updated: Author:

0011 All All 11/14/2017 Name

Full Description

The user is unable to navigate to the Web Management interface on a PC.

Solution

• Ensure Internet is working by connecting the computer bypassing the Phicomm router. • Reboot router and computer. • Restore router to factory defaults. • Check whether the physical connection is correct. • Ensure the LED of the relevant port that is properly connected is on. • Check the LED on the front panel and diagnose the router connectivity status.

LED behavior Wi-Fi WAN connection Internet access

Blue Solid √ √ √

Blinking √ √ x

Yellow Solid √ x x

Blinking x x x

Red Solid x √ √

Blinking x √ x

• Enter Network Connections on your computer and check the connection status.

- 3 -

For wired connection, check Local Area connection status:

• Change an Ethernet cable • Check physical connection

(the icon is grayed-out)

• Reinstall the network card drive on your computer

(Unidentified network, limited network, or not connected)

• Check physical connection • Ensure DHCP is enabled and IP address is

automatically obtained

• Disable and enable local area connection to have your computer to obtain an IP address again

• Reboot router and computer • Restore router to factory defaults

• Ensure DHCP is enabled, IP address is automatically obtained, and log on the Web Management using the default gateway address that is automatically obtained (not applicable for mobile device).

• Disable and enable local area connection to have your computer to obtain an IP address again

• Change a browser (if applicable)

• Check whether your browser is using a proxy server

• Change a device/computer to log on the router (if applicable)

• Reboot router and computer • Restore router to factory defaults

- 4 -

For wireless connection, check Wireless Network status, and try the follows:

• Check whether Wi-Fi is enabled on your device. • Check whether your device is connected to correct SSID.

• Ensure DHCP is enabled, IP address is automatically obtained, and log on the Web Management using the default gateway address that is automatically obtained (not applicable for mobile device).

• Clear Wi-Fi cache on your device and re-try.

• Check whether your browser is using a proxy server. • Change a browser (if applicable). • Change a device/computer to log on the router (if applicable). • Reboot router and computer. • Restore router to factory defaults.

- 5 -

Unable to log in with a login password


0012 All All 11/14/2017 Name

Full Description

The user is unable to log in to the Web Management with the login password that was set before.

Solution

• Ensure the login page is navigated correctly (p. to or 192.168.2.1). • Copy and paste the password to ensure the password is correct. • Reboot router and computer. • Restore the router to factory defaults.

- 6 -

Unable to save the settings on the web page


0013 All All 11/14/2017 Name

Full Description

The user is unable to save the settings on a web page or the web page is not properly displayed.

Solution

For basic settings:

• Clear the browser's cache and reload the page. • Try another browser. • Try another device/computer to log in the web page. • Restore the router to factory settings. • Upgrade the firmware to the newest version. • Reboot router and computer. • Perform the task via Phicomm app.

For wireless extension, the settings might not be saved successfully when upstream SSID contains Chinese characters or encryption mode is WEP.

- 7 -

Unable to locally manage router via app


0015 All All 11/14/2017 Name

Full Description

The user is unable to locally manage the router via app.

Solution

• Connect to local wireless network (Phicomm Wi-Fi) and log on Web Management via the browser on your smartphone.

• Log out, exit, or reinstall app, and restart it. • Clear the app cache on the smartphone, reconnect to Phicomm Wi-Fi and restart app. • Try to run app on another smartphone. • Reboot the router.

• Restore the router to factory defaults.

- 8 -

Connect to Internet

Router is unable to get WAN IP address (PPPoE)


0016 All All 11/14/2017 Name

Full Description

The router is unable to obtain WAN IP address by using PPPoE.

Solution

• Check LED behavior to diagnose whether the WAN port is connected properly. • Ensure Internet is working by connecting the computer bypassing the Phicomm router,

and check the WAN connection type and relevant Internet account information in Network or Network Neighborhood on your PC, and then connect and configure the router again with the follows:

o Double-check the Internet account information to ensure username and password is correctly input.

o Clone the MAC address of your PC to WAN MAC address of the router (not applicable to wireless connection).

o Reboot router and computer.

o Restore the router to factory defaults.

o Change the Ethernet (RJ-45) cable if it is too long.

o Normally one PPPoE account allows only one dialing at a time, ensure that this account is not being used on another device.

- 9 -

Router is unable to get WAN IP address (DHCP)


0017 All All 11/14/2017 Name

Full Description

The router is unable to obtain WAN IP address by using DHCP.

Solution



o Check whether the default LAN IP 192.168.2.1 is conflicting with the IP range of your existent ADSL modem. If so, change the LAN IP address in Advanced > LAN settings.


o Disable DHCP server and use the router as an access point (AP mode) via LAN port.

Reboot router and computer.



- 10 -

Router is unable to get WAN IP address (static IP)


0018 All All 11/14/2017 Name

Full Description

The router is unable to acquire WAN IP address by using static IP address.

Solution




o Reboot router and computer.



- 11 -

Router is unable to get WAN IP address (WISP)


0038 All All 11/14/2017 Name

Full Description

The router is unable to obtain WAN IP address in WISP mode, or no Internet access even WAN IP address is obtained.

Solution

• Ensure Internet is accessible on the devices that are connecting to the main router. • Check whether access restrictions are configured on the main router, such as MAC

filtering.

• Ensure the Wi-Fi password of the main router is correctly input, and the encryption type is correctly selected.

• The wireless SSID of the main router should not contain Chinese characters, invalid characters, or spaces.

• Ensure the connection type of the sub router is DHCP, or manually change it to DHCP. • Locate the sub router closer to the main router to maximize the signal. • Check whether the network segment is conflicting with each other. • Restore the router to factory defaults and re-configure WISP.

It is recommended that using 2.4G on the main router, and selecting AES for encryption type.

- 12 -

Router gets WAN IP address, but no Internet access


0019 All All 11/14/2017 Name

Full Description

The router gets a WAN IP address, but no Internet access on either web service or online communication tool.

Solution

• Ensure Internet is working by connecting the computer bypassing the Phicomm router, and check the WAN connection type is correctly selected.

• Clone the MAC address of your PC to WAN MAC address of the router (not applicable to wireless connection).

• Ensure your local area connection or wireless network obtains an IP address automatically. If not, select Obtain an IP address automatically and Obtain DNS server address automatically as shown in the figure below.

• Ensure the device you are using is not restricted in Parental Controller Device Management.

• Decrease the MTU value by 10 (the minimum MTU value is 1200).

• Manually configure DHCP server in Advanced > Internet Settings with the DNS information shown in Router Status, or directly configure DNS server on the computer.

- 13 -

Disconnect and then re-connect the device to the router when the configuration is completed.

• Try another device (PC or smartphone). • Reboot router and computer. • Restore the router to factory defaults.

• Upgrade the firmware to the newest version.

- 14 -

Fails to open web pages


0020 All All 11/14/2017 Name

Full Description

The router gets a WAN IP address, online communication tools work normally, but the user is unable to open any web page or certain web pages.

Solution

• Ensure Internet is working by connecting the computer bypassing the Phicomm router. • Manually configure DHCP server in Advanced > Internet Settings with the DNS

information shown in Router Status, or directly configure DNS server on the computer. Disconnect and then re-connect the device to the router when the configuration is completed.

For sub router, check the DNS information on the main router.

• Ensure your local area connection or wireless network obtains an IP address automatically. If not, select Obtain an IP address automatically and Obtain DNS server address automatically as shown in the figure below.

- 15 -

• Decrease the MTU value by 10 (the minimum MTU value is 1200). • Try another device (PC or smartphone). • Reboot router and computer. • Restore the router to factory defaults. • Upgrade the firmware to the newest version. • Check whether your browser is using proxy.

- 16 -

No Internet access on some devices


0021 All All 11/14/2017 Name

Full Description

Internet is not accessible on some devices.

Solution

• Check whether the WAN connection type is correctly selected and IP address is obtained. • Check whether IP and DNS are obtained on the device. • Check whether you can log on Web Management or app.

• For PC, configure IP address and DNS manually on the computer If Internet works normally by connecting the computer bypassing the Phicomm router.

• For mobile phone, configure IP address and DNS manually on the device if Internet works normally when connecting to another Wi-Fi.

• For TV or printer, please contact the corresponding service support. • Ensure the device you used is not restricted in Parental Control or Device Management. • Reboot router and computer. • Restore the router to factory defaults. • Upgrade the firmware to the newest version.

- 17 -

No Internet access via LAN


0022 All All 11/14/2017 Name

Full Description

Internet is not accessible via LAN, but works normally on the devices connected to Wi-Fi.

Solution

• Check whether the WAN connection type is correctly selected and IP address is obtained. • Check whether physical connection is correct. • Ensure your local area connection obtains an IP address automatically and correctly.

Disable local area connection and enable it again to re-try.

• Restart the computer or change another computer and re-try. • Upgrade the firmware to the newest version.

• Check whether Internet is working normally by connecting the computer bypassing the Phicomm router.

- 18 -

Phicomm Wi-Fi is not detected


0030 All All 11/14/2017 Name

Full Description

Phicomm Wi-Fi cannot be detected by a wireless device.

Solution

• Check whether another Wi-Fi signal can be detected. If not, check the wireless device to make sure Wi-Fi is enabled.

• Ensure Wi-Fi is enabled on the router and SSID is not hidden (or SSID broadcast is not disabled).

• Locate your device closer to the router to improve the wireless signal. • Modify SSID, channel, or bandwidth. • If 5G Wi-Fi cannot be detected, make sure the device supports 5G, and set 5G channel to

149 or above.

• Reboot router and computer. • Restore the router to factory defaults.

• Upgrade the firmware to the newest version.

- 19 -

Wi-Fi is available but not connectable


0031 All All 11/14/2017 Name

Full Description

The device can detect Phicomm Wi-Fi, but fails to connect.

Solution

• Ensure you have the right SSID and password as you are trying to connect to the wireless network.

• Clear wireless cache on your mobile or laptop (or modify the SSID) and re-try.

• Check whether MAC filtering is enabled and the MAC address of the device is denied to access the router.

• Re-try without encryption. • Locate your device closer to the router to improve the wireless signal. • Reboot router and computer. • Restore the router to factory defaults. • Upgrade the firmware to the newest version.

- 20 -

No Internet access on wireless device


0032 All All 11/14/2017 Name

Full Description

Wi-Fi is detected and connected, but no Internet access on the wireless device.

Solution

• Ensure the router obtains WAN IP, and Internet is accessible via LAN. • Ensure wireless network obtains IP and DNS server automatically instead of manual

configuration.

• Check whether Internet is accessible on other wireless devices connecting to the Wi-Fi. • Ensure the device is not restricted in Parent Control and Device Management. • Clear wireless cache on the device.

• Modify SSID/password and re-try. • Manually configure the wireless network on the device including IP address, subnet mask,

default gateway, and DNS server.

• Reboot router and computer. • Restore the router to factory defaults • Upgrade the firmware to the newest version.

- 21 -

Performance issues

Slow or unstable connection on wired devices


0023 All All 11/14/2017 Name

Full Description

The router gives slow or unstable Internet speed, or drops connection on wired devices, but Wi-Fi works normally on wireless devices.

Solution

• Ensure WAN IP address is obtained. • Check the physical connection between the router and the device. • Check the whether the Ethernet cable is too long or with poor quality. Retry with a shorter

one.

• Check whether Internet is working normally by connecting the computer bypassing the Phicomm router. If not, re-install the network card drive or re-install operating system (or change a device and retry).

• Disconnect all networked devices except this device in case that entire download bandwidth is consumed by other devices.

• Manually configure DHCP server in Advanced > Internet Settings with the DNS information shown in Router Status, or directly configure DNS server on the computer. Disconnect and then re-connect the device to the router when the configuration is completed (not applicable for dropping-out issues).

• Decrease the MTU value by 10 (not applicable for dropping-out issues).

- 22 -

Wi-Fi connection drops unexpectedly


0024 All All 11/14/2017 Name

Full Description

Wi-Fi connection drops out unexpectedly, but wired connection works normally.

Solution

• Ensure WAN IP address is obtained. • Change SSID or channel to avoid conflicting with other Wi-Fi signals nearby. Ideally you

will select a channel that is not used within your routers wireless range, and change the bandwidth to 20 MHz.

• Locate your device closer to the router to improve the wireless signal. • Try to locate the router away from microwave oven, cordless phone or high-power

electrical equipment that are likely to generate Wi-Fi interference. Avoid surrounding the router with physical obstructions, and set it up high to achieve better signal.

• Aim antennas to provide as much line of sight coverage as possible to areas in which you are most likely to use the Wi-Fi connection. Adjust the antenna at a 30-45-degree angle to the vertical to improve Wi-Fi reception.

• Disconnect all networked devices except this device in case that entire download bandwidth is consumed by other devices.

• Update WLAN card drive to have more compatibility. • Switch to 5 GHz if applicable. • Upgrade the firmware to the newest version.

- 23 -

Weak Wi-Fi signal (1 or 2 bars)


0025 All All 11/14/2017 Name

Full Description

Weak Wi-Fi signal with only 1-2 of 5 bars, but wired connection works normally.

Solution

• Ensure WAN IP address is obtained. • Change SSID or channel to avoid conflicting with Wi-Fi signals nearby. Ideally you will

select a channel that is not used within your routers wireless range, and change the bandwidth to 20 MHz.

• Switch band to 2.4G if connecting to 5G. Set different SSID for 2.4G and 5G Wi-Fi. • Try to locate the router away from microwave oven, cordless phone or high-power


• Point antennas straight up and adjust router direction to improve Wi-Fi reception. • Disconnect all networked devices except this device in case that entire download

bandwidth is consumed by other devices.

• Update WLAN card drive to have more compatibility. • Upgrade the firmware to the newest version.

- 24 -

Slow Wi-Fi speed


0026 All All 11/14/2017 Name

Full Description

Wi-Fi speed is slow, but wired connection works normally.

Solution

• Ensure WAN IP address is obtained. • Change SSID or channel to avoid conflicting with Wi-Fi signals nearby. Ideally you will

select a channel that is not used within your routers wireless range, and change the bandwidth to 20 MHz or 40 MHz.

• Locate your device closer to the router to improve the wireless signal. • Try to locate the router away from microwave oven, cordless phone or high-power


• Point antennas straight up and adjust router direction to improve Wi-Fi reception. • Disconnect all networked devices except this device in case that entire download


• Update WLAN card drive to have more compatibility. • Switch to 5 GHz if applicable. • Upgrade the firmware to the newest version.

• Manually configure DHCP server in Advanced > Internet Settings with the DNS information shown in Router Status, or directly configure DNS server on the computer. Disconnect and then re-connect the device to the router when the configuration is completed.

• Decrease the MTU value by 10 (the minimum MTU value is 1200).

- 25 -

Unstable performance via wired and wireless connection


0028 All All 11/14/2017 Name

Full Description

Internet connection is unstable (weak signal, slow speed, or constant dropping) on both wired and wireless devices.

Solution

• Ensure WAN IP address is obtained. • Ensure the battery is original made.

• Check whether Internet is working normally by connecting the computer bypassing the Phicomm router. If not, re-install the network card drive or re-install operating system (or change a device and retry).

• Check whether the physical connection is proper.

• Manually configure DHCP server in Advanced > Internet Settings with the DNS information shown in Router Status, or directly configure DNS server on the computer. Disconnect and then re-connect the device to the router when the configuration is completed.

• Decrease the MTU value by 10 (the minimum MTU value is 1200). • Disconnect all networked devices except this device in case that entire download


Reboot router and computer.

• Restore the router to factory defaults. • Upgrade the firmware to the newest version.

- 26 -

Slow WISP access


0029 All All 11/14/2017 Name

Full Description

Slow Internet speed when the router is in WISP mode.

Solution

• Avoid physical obstructions between main router and sub-router, and locate them closer with each other.

• Modify channel for the main router, and change the bandwidth to 20 MHz. • Ensure Wi-Fi works properly on the main router.

• When WISP is enabled, disconnect all networked devices except this device in case that entire download bandwidth is consumed by other devices.

- 27 -

Advanced applications

How to check whether port forwarding is successfully configured


0036 All All 11/14/2017 Name

Full Description

How to check whether port forwarding is successfully configured.

Solution

• Ensure the IP address, subnet mask, and gateway are correctly configured on the server. • Local computers can access the local server using the local LAN address of the compute

and attempts by local computers to access the server using the external WAN IP address will fail.

• For an HTTP server, on the Internet PC outside your LAN, launch a web browser and enter the router's WAN IP address + port number in the address bar. If port-forwarding has been successful, you should be able to access the web page provided by the HTTP server.

• In a Command window, enter Telnet , for example, telnet 210.22.70.3 80. If a black window appears, port-forwarding is successfully

configured.

- 28 -

No access to USB storage


0036 All All 11/14/2017 Name

Full Description

Fails to access the USB storage that is connecting to the router.

Solution

• Log on Web Management and check USB connectivity in Advanced > Router Status. • Check whether the format is supported by the router (supported format: NTFS, FAT16/32,

EXT2/3, and HFS+), and the maximum capacity supported by the router is 6TB.

• Make sure the approach to access the USB storage is correct. o For Windows, in Resource Manager, type \\p.to in the address bar and press Enter.

o For MAC OS, In Finder, select Go > Connect to Server and type smb://p.to.

If p.to does not work, try IP address 192.168.2.1.

• Re-try with another computer.

If you have connected and used the Samba share before without username and password protected and attempt to access the share with samba-encryption enabled, please clear the authentication cache firstly using the command: net use * /delete

- 29 -

LEDs You can check the LED on the front panel and diagnose the router connectivity status.

LED behavior Wi-Fi WAN connection Internet access

Blue Solid √ √ √

Blinking √ √ x

Yellow Solid √ x x

Blinking x x x

Red Solid x √ √

Blinking x √ x

Make sure the battery is originally made.

- 30 -

LED is off


0033 All All 11/14/2017 Name

Full Description

LED is off.

Solution

• Check whether the power supply is working normally. • Check the whether the power connection is correct.

- 31 -

LED indicates WAN port is not connected properly


0034 All All 11/14/2017 Name

Full Description

LED is solid yellow or blinking yellow indicating that WAN port is not connected properly.

Solution

• Check the physical connection is correct. • Physically connect the WAN port on the router with a computer to check whether the

WAN port is working properly.

• Check whether Internet is working normally by connecting the computer bypassing the Phicomm router.

• Change an Ethernet cable if it is too long or with poor quality.

LED indicates Wi-Fi is not working properly


0035 All All 11/14/2017 Name

Full Description

LED indicates Wi-Fi is not working properly.

Solution

• Ensure Wi-Fi is enabled on the router. • Reboot router and computer. • Restore the router to factory defaults.

phicomm faqs router k-series en › wp-content › uploads › phicomm-faq-router … · • copy...

Documents