Multiple laptops can't see wireless router

Posted on 2010-08-30
Last Modified: 2012-05-10

I have a Windows 7 tablet and Macbook that have been connected wirelessly to a Netgear Wireless Cable Modem Gateway (CG814GCMR) for several months now with no issues. All of a sudden, they now cannot connect. My network does not show up as an option on either device. I can see all my neighbors network but not ours. The modem is working fine as I have a Dell laptop connected via wired connection as well as one Vonage phone line. It's just the wireless devices - iPhones and iPad also don't connect - that won't connect. Any help would be appreciated? Thank you.
Question by:frbonap
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Assisted Solution

davidlevans13 earned 250 total points
ID: 33564718
You didn't mention any attempts you may have made to correct this and I am wondering if you did the simple things... like unplug the power from the router for a few minutes and then let it reboot. Next I would go into the router setup page and see if all the settings are the same as before. If they are the same and still not working then I would reset the router and reconfigure it...  aside from that I don't know.
LVL 18

Assisted Solution

web_tracker earned 250 total points
ID: 33564764
It currently may be set so that it is not visible, or so it is not broadcasting. Can you log into the netgear gateway, when you are hardwired? For example type in the ip address of the netgear gateway to see if you can log into it check your wireless settings to see if it is broadcasting. You can then change the settings so that it will broadcast, or be visible to everyone within range. If you still can not see the gateway you may need to set it to factory defaults. To set the gateway to factory defaults press the reset button (this will set everything to factory defaults).  The router should then be broadcasting and you should be able to see the wireless router. If after setting everything to defaults and pressing the gateway reset button does not solve the problem there could be a problem with your netgear gateway. Try downloading the latest firmware for this device and upgrade your firmware, note you have to be hardwired to the gateway in order to install the firmware upgrade. Note if you reset the gateway to manufacturers defaults make sure you setup a new password/passphrase for your wireless connection to your router as setting it to manufacturers defaults will erase the passwords.
LVL 18

Expert Comment

ID: 33564796
Good point, it always makes sense to unplug the netgear gateway for a couple minutes then retry connecting, before doing something drastic like using the reset button which will set everything to manufacturers defaults and cause you to lose your settings. I just assumed that was already part of your initial troubleshooting.
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Author Comment

ID: 33570056
I apologize for the omission of what I tried. I did try rebooting the router and laptops to no avail. Our cable guy setup the router when I wasn't here. He wrote down the ip address of the router but I haven't been able to find it. Thus, I had to reset it to factory settings this morning but that still did not resolve the problem. Neither laptop can see the network. My next step will be to call my cable that supplied the router to replace it or fix it. I will post the results after contacting my cable company.

One other question: Through the wired laptop, I displayed the Network Connection Details - Windows XP - to the Physical Address which I assumed would match the MAC address on the router. It does not match. Is this a wrong assumption? Thank you for your assistance.
LVL 18

Expert Comment

ID: 33572082
when you run the ipconfig/all command it should show you what the default gateway is. This is the ip address of your netgear gateway. You type in this ip address into a internet explorer window and the firmware for your router should popup on the screen. This is where you can make changes.

On a computer that is hard wired to the netgear gateway... obtain the ip adress of the router by doing the following:
Click your start button click on run.... then type in cmd... press enter. Then you should get a dos screen type in ipconfig/all then press enter... it should list what the ip address of your computer is as well as the subnet mask, and the default gateway....

Using the computer that is hardwired to the computer open up an Internet Explorer (IE) window. In the IE window instead of typing a web page address, type in the ip adress you found when you ran the ipconfig/all command. A screen should popup showing the firmware of your router. Or you may have a login window, if a user and password has been setup.

Your internet service provider (ISP) should be able to walk you through changing the setting to your netgear gateway appliance. They can even test the router to see if it is working from their end. They may even be able to log into your system to make the proper changes.

Accepted Solution

frbonap earned 0 total points
ID: 33815125
I am sorry for the delay in posting the solution. I had some serious life issues to deal with. As it turns out, the router had somehow been reset. I have no idea how. Thus, I typed in the default password to get connected and then gave it a new password and name. But, a crazy thing happened; since doing that, it has been reset a couple of times since then to the factory defaults. I am still not sure how. I am watching closely to see if it happens again and what the circumstances were when it happens. Thank you for your assistance.
LVL 18

Expert Comment

ID: 33816653
sounds like the router may be the problem, I would replace it. It sounds like there is intermittent problems which is the reason it is losing the default settings, preventing you from connecting wirelessly. I would replace the netgear device. It could have been a power surge that is causing it to run intermittently, and preventing you from conncting wirelessly. The netgear gateway should not reset itself unless there is something wrong with it.

Author Comment

ID: 33817700
I will look into that. Thank you web tracker.

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