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Support Request please


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Hello, I have been having ongoing issues with my netduma disconnecting from the internet and now it will not connect to the internet at all, but I can see the netduma interface.

 

I have tried all the information in the guides but no luck.  Can I please have some support assistance remote to my computer?

 

I have no internet with both wired and wireless through netduma,but when I connect directly to the sky router I have internet

 

Thanks

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Hi Airwalker,

 

Could you go to the Device Manager on the Netduma interface. What does it say for 'WAN IP' (near the top of the page)?

 

Could you also do the following:

  1. Power off modem
  2. Power off Netduma
  3. Connect a new ethernet cable from the modem to the Netduma (into port 1) - the reason I say a 'new cable' is the old cable could be broken
  4. Turn on modem, wait 30 seconds
  5. Turn on Netduma, wait 30 seconds
  6. See if you then have Internet through the Netduma

Thanks

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hi, wan ip is blank in device manager

 

Ok, thanks. Could you try those steps above please and let us know what happens. Please use a different Ethernet cable between the KM modem and your router for this test. 

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Ok - while connected to the Netduma, could you do this please:

 

 

  1. Open the Start menu.
  2. Click on Run.
  3. Type cmd and then press the OK button to open a command prompt.
  4. At the prompt, type tracert 8.8.8.8 and press the Enter key.
  5. Copy and paste the results here 
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Microsoft Windows [Version 10.0.16299.248]

© 2017 Microsoft Corporation. All rights reserved.

 

C:\Users\Mark>tracert 8.8.8.8

 

Tracing route to 8.8.8.8 over a maximum of 30 hops

 

  1  R1.lan [192.168.88.1]  reports: Destination net unreachable.

 

Trace complete.

 

C:\Users\Mark>

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