This article focuses on troubleshooting common issues with your device, including logging in to configure a new WiFi password, performing firmware upgrades, setting up port forwarding, and enabling UPnP. The guide covers troubleshooting steps for the following models:
VMG1312-B30A, VMG1312-B10D, VMG1312-T20B, VMG3312-T20A, VMG3625-T50B, VMG8825-T50K, VMG3925-B10B, XMG3927-B50A, EMG3525-T50B, VMG4005-B50A, VMG8623-T50A, VMG8823-Bx0B, VMG8924-B10D, EMG5523-T50B.
NEW WEB GUI Troubleshooting (VMG8825)
Before starting the operations, make the physical connections of your modem as follows. Ensure that the device (phone, tablet or computer) you install is wired or wirelessly connected to your modem.
- Logging into the deviсe
Logging into the device (If you have any problems, check this article out: Accessing your router via Web GUI)
- LED lights
Make sure that the LED lights are lighting up correctly.
- Reset the device
Make sure your device is on. You reset your VMG through the RESET button. Hold the button for 20 seconds and then wait for 3 minutes for the device to start up again (Do not power off the device when it's resetting)
- Changing the WiFi password
Login to the device. Then go to Network Setting -> Wireless -> General
Choose the security mode WPA2-PSK(AES) and then choose your new password
- Firmware upgrade
- If you have any problems or bugs, a firmware upgrade of your device could be a good idea.
- Go to this website to download the latest firmware: Download Library
- Extract the zipped file you have downloaded with the built-in extractor of your operative system (or Winzip, 7-zip)
- Log in to the Web GUI of the VMG8825 using this guide: Accessing your router via Web GUI
- Go to Maintenance -> Firmware upgrade and then click on Browse... and choose the .bin file you have extracted
- Click on upload and let the firmware be updated; this can take up to 3 minutes (DO NOT TURN OFF THE DEVICE).
- Bridge mode / IP Passthrough mode
Go to Network Setting -> Broadband -> Edit WAN connection and then choose your Type of connection and select Mode: Bridge. Click Apply and the router should switch to bridge mode.
- Enable UPnP
To support other network equipment in your home, you might need to add UPnP, a universal Plug and Play standard for communication between devices.
Go to Network Setting -> Home Networking -> UPnP.
- Port forwarding
The most common usage of port forwarding is when you want to reach a NAS (192.168.1.34) or a server in your network on the HTTPS (443) port, then the request coming from the PC (Originating IP 94.33.45.234) at work, have to be forwarded to the correct device (192.168.1.34) in your home when a request is coming on the port 443.
A big misconception is that you are opening a port on your router, but that's not true. You are forwarding a port to a device in your network to be able to access it. You must limit the source IPs (Originating IP) to the trusted IPs connecting from the internet or create perfect security on the device/server you port forward to. More on this in the article at the link: Zyxel AMG/VMG [Wireless Router] - Configuring and troubleshooting port forwarding on the AMG/VMG device
Additional cases and debugging tips
- Zyxel Device Does Not Turn On
If the Zyxel device does not power on and none of the LEDs light up, follow these steps:
- Ensure that the Zyxel device is turned on.
- Confirm that you are using the power adaptor or cord provided with the Zyxel device.
- Verify that the power adaptor or cord is securely connected to the Zyxel device and plugged into a functional power source. Make sure the power source is active.
- Turn the Zyxel device off and then on again.
- If the issue continues, please contact the vendor for more help.
- LED Does Not Behave as Expected
If one of the LEDs on the Zyxel device is not behaving as expected:
- Familiarize yourself with the normal behaviour of the LED as outlined in the device manual (see Figure 19 on page 30).
- Check all hardware connections.
- Inspect your cables for any damage. Replace any damaged cables by contacting the vendor.
- Turn the Zyxel device off and then on again.
- If the problem continues, contact the vendor.
- Forgot the IP Address
If you have forgotten the IP address of your Zyxel device:
- The default LAN IP address is 192.168.1.1.
- If you changed the IP address and have forgotten it, you can try finding the IP address by checking the default gateway on your computer. On most Windows computers, click Start > Run, type
cmd, and then typeipconfig. The IP address of the Default Gateway might be the Zyxel device’s IP address. Enter this IP address into your Internet browser. - If these steps do not work, reset the device to its factory defaults (see Section 1.4.5 on page 55).
- Forgot the Password
If you have forgotten the password:
- Refer to the cover page of the device manual for the default login names and passwords.
- If the default credentials do not work, you will need to reset the device to its factory defaults (see Section 1.4.5 on page 55).
- Cannot Access the Login Screen
If you cannot see or access the login screen in the web configurator:
- Ensure you are using the correct IP address:
- The default IP address is 192.168.1.1.
- If you have changed the IP address, use the new one. See the suggestions under "Forgot the IP Address" above if you forgot it.
- Could you check hardware connections and make sure the LEDs work as expected (see figure 19 on page 30)?
- Please make sure your Internet browser does not block pop-up windows and that JavaScript and Java are enabled.
- Try logging in from another interface and check the service control settings for HTTP and HTTPS (Maintenance > Remote MGMT).
- Reset the device to its factory defaults and try accessing it again using the default IP address (see Section 1.4.5 on page 55).
- If the problem persists, contact your network administrator or vendor or try advanced suggestions like logging out of other management sessions or accessing the Zyxel device using another service like Telnet.
- Login Screen Appears, But Cannot Log In
If you see the login screen but cannot log in:
- Ensure the password is entered correctly. The field is case-sensitive, so check that [Caps Lock] is off.
- You cannot log in to the web configurator while someone is using Telnet to access the Zyxel device. Ensure the other session is logged out.
- Turn the Zyxel device off and then on again.
- If the problem persists, reset the device to its factory defaults (see Section 43.1 on page 381).
- Cannot Telnet to the Zyxel Device
If you cannot Telnet to the Zyxel device, refer to the troubleshooting steps under "Cannot Access the Login Screen" but ignore any browser-related suggestions.
- Cannot Use FTP to Upload/Download Configuration or Firmware
If you cannot use FTP to upload/download configuration files or new firmware, refer to the troubleshooting steps under "Cannot Access the Login Screen," ignoring browser-related suggestions.
- Cannot Access the Internet
If you cannot access the Internet:
- Check hardware connections and ensure the LEDs are functioning as expected (refer to the Quick Start Guide and Figure 19 on page 30).
- Verify that your ISP account information is entered correctly in the Network Setting > Broadband screen. Ensure that [Caps Lock] is off when entering case-sensitive information.
- If accessing the Internet wirelessly, ensure the wireless LAN is enabled on both the Zyxel device and your wireless client, and that the settings match.
- Disconnect all cables from the device and reconnect them.
- If using both an Ethernet cable to the WAN port for Ethernet WAN connections and an RJ-11 cable to the DSL port for DSL connections, make sure the Ethernet WAN port is connected to a modem or router with Internet access. If it doesn’t, remove the Ethernet cable or reset the fourth LAN port back to a LAN port. Refer to Section 1.1.5 on page 22 for more information about WAN priority.
- If the issue persists, contact your ISP.
- Cannot Access Internet Through DSL Connection
If you are unable to access the Internet via a DSL connection:
- Ensure the DSL WAN port is connected to a telephone jack (or DSL/modem jack on a splitter if applicable).
- Verify that a proper DSL WAN interface is configured in the Network Setting > Broadband screen, using the Internet account information provided by your ISP, and that it is enabled.
- Check that the LAN interface you are connected to is in the same interface group as the DSL connection (Network Setting > Interface Grouping).
- If using a WAN connection with bridging service, turn off the DHCP feature in the LAN screen to allow clients to obtain WAN IP addresses directly from your ISP’s DHCP server.
- Cannot Connect to the Internet Using a Second DSL Connection
ADSL and VDSL connections cannot operate simultaneously. Only one type of DSL connection, either ADSL or VDSL, can be active at a time.
- Cannot Connect to the Internet Using Ethernet Connection
If you cannot connect to the Internet via Ethernet:
- Ensure the Ethernet WAN port is connected to a modem or router.
- Verify that a proper Ethernet WAN interface is configured in the Network Setting > Broadband screen, using the Internet account information provided by your ISP, and that it is enabled.
- Ensure that the WAN interface you are connected to is in the same interface group as the Ethernet connection (Network Setting > Interface Group).
- If using a WAN connection with bridging service, turn off the DHCP feature in the LAN screen to allow clients to obtain WAN IP addresses directly from your ISP’s DHCP server.
- Cannot Connect to the Internet Using a Cellular Connection
If you cannot connect to the Internet via a cellular connection:
- Remember that DSL and Ethernet connections have priority in that order. If a DSL or Ethernet connection is active, the cellular connection will be disabled.
- Ensure that a compatible cellular dongle is connected to the USB port.
- Verify that Network Setting > Broadband > Cellular Backup is correctly configured.
- Ensure that the Zyxel device is within range of a cellular base station.
- Lost Access to the Zyxel Device
If you previously had access to the Zyxel device but lost the connection:
- Your session with the device may have expired. Try logging in again.
- Check hardware connections and ensure the LEDs are functioning as expected (refer to the Quick Start Guide and Figure 19 on page 30).
- Turn the Zyxel device off and then on again.
- If the problem persists, contact your vendor.
- Intermittent or Unstable Wireless Connection
Factors that may cause wireless interference include:
- Obstacles: Walls, ceilings, furniture, etc.
- Building Materials: Metal doors, aluminum studs.
- Electrical Devices: Microwaves, monitors, electric motors, cordless phones, and other wireless devices.
To improve wireless connection speed and quality:
- Move your wireless device closer to the access point (AP) if the signal strength is low.
- Reduce wireless interference from other networks or wireless electronics.
- Place the AP where there are minimal obstacles between it and the wireless client.
- Reduce the number of wireless clients connected to the same AP, or add additional APs if necessary.
- Close programs that use a lot of Internet bandwidth, especially peer-to-peer applications.
- What is a Server Set ID (SSID)?
An SSID is a name that uniquely identifies a wireless network. The AP and all clients within a wireless network must use the same SSID.
- Zyxel Device Fails to Detect USB Device
If the Zyxel device does not detect your USB device:
- Disconnect the USB device.
- Reboot the Zyxel device.
- If using a USB hard drive with an external power supply, ensure it is connected to a powered-on source.
- Reconnect your USB device to the Zyxel device.
- Computer Cannot Detect UPnP After Zyxel Device Reboots
If your computer cannot detect UPnP and refresh My Network Places > Local Network after the Zyxel device reboots:
- Disconnect the Ethernet cable from the Zyxel device’s LAN port or your computer.
- Reconnect the Ethernet cable.
- Local Area Connection Icon for UPnP Disappears
If the Local Area Connection icon for UPnP disappears, restart your computer.
OLD WEB GUI Troubleshooting (VMG1312)
Before you start, please make sure your modem is physically connected, and your device (phone, tablet, or computer) is connected to the modem, either wired or wirelessly.
Logging into the device (If you have any problems, check this article out: Accessing your router via Web GUI)
- LED lights
Make sure that the LED lights are lighting up correctly
- Reset the device
Make sure your device is on. You reset your NBG-418Nv2 through the RESET button. Hold the button for 20 seconds and then wait for 3 minutes for the device to start up again (Do not power off the device when it's resetting)
- Changing the WiFi password
Go to Network Setting -> Wireless -> General
Choose the security mode WPA2-PSK(AES) and then choose your new password
- Firmware upgrade
- If you have any problems or bugs, a firmware upgrade of your device could be a good idea.
- Go to this website to download the latest firmware: Download Library
- Extract the zipped file you have downloaded with the built-in extractor of your operative system (or Winzip, 7-zip)
- Log in to the Web GUI of the VMG1312-B30A using this guide: Accessing your router via Web GUI
- Go to Maintenance -> Firmware upgrade and then click on Browse... and choose the .bin file you have extracted
- Click on upload and let the firmware be updated; this can take up to 3 minutes (DO NOT TURN OFF THE DEVICE).
- Enable UPnP
To support other network equipment in your home, you might need to add UPnP, a universal plug-and-play standard for communication between devices.
Go to Network Setting -> Home Networking -> UPnP.