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A. Stevens
A. Stevens, Network Administrator
Category: Networking
Satisfied Customers: 1555
Experience:  10+ years of Desktop, Laptop, and Server troubleshooting and support.
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Aiport express does not connect to the Internet.

Customer Question

Aiport express does not connect to the Internet.
Submitted: 1 year ago.
Category: Networking
Expert:  A. Stevens replied 1 year ago.

Hi, I am A. Stevens here to help with your question! Can you try a direct connection from your modem to your computer to ensure your WAN connection is active?

Customer: replied 1 year ago.
I have. I am connected right now directly via an ethernet connection directly to my modem.
Expert:  A. Stevens replied 1 year ago.

Great, just wanted to rule that out as a problem. Did you set up the Airport Express in the past? Just want to ensure your ISP does not require any additional information to be entered on the router to access the wan connection

Customer: replied 1 year ago.
I have "hard reset" my aiport express a few times now giving it a different name and password ***** that has not helped.
Customer: replied 1 year ago.
I set up my airport express each time with Airport utility. Also, I updated the firmware with Airport Utility.
Expert:  A. Stevens replied 1 year ago.

Can you let me know which generation Airport Express this is?

Expert:  A. Stevens replied 1 year ago.

Also one more thing, have you tried restarting or resetting your modem?

Expert:  A. Stevens replied 1 year ago.

Also one more thing, have you tried restarting or resetting your modem?

Customer: replied 1 year ago.
It is an 802.11n. I got it a couple of years ago. It is the small square box that sits flat on a surface.
Expert:  A. Stevens replied 1 year ago.

Right, I understand. So had you tried resetting your modem yet?

Customer: replied 1 year ago.
I reset my modem a few dozen times as I have to reset it each time I disconnect from ethernet and retry my router. But yes, I even left it unplugged 30 minutes once to make sure that it was completely reset.
Expert:  A. Stevens replied 1 year ago.

Does your modem have a reset button on it that will restore the modem to factory default?

Customer: replied 1 year ago.
No. It is an old Motorola SB5101N, and it does not seem to have a reset button. I have been simply unplugging it. Is there another way to factory reset it?
Expert:  A. Stevens replied 1 year ago.

Let me locate that model and see if I can find a method to completely reset it

Customer: replied 1 year ago.
ok
Expert:  A. Stevens replied 1 year ago.
  1. Access the management interface by going to the address http://192.168.100.1
  2. Click on the Configuration tab.
  3. Click Reset All Defaults and confirm by clicking OK.
  4. Click Restart Cable Modem and confirm by pressing OK.
  5. The modem should restart in Factory Default condition. (This may take 5 - 30 minutes).
Expert:  A. Stevens replied 1 year ago.
  1. Access the management interface by going to the address http://192.168.100.1
  2. Click on the Configuration tab.
  3. Click Reset All Defaults and confirm by clicking OK.
  4. Click Restart Cable Modem and confirm by pressing OK.
  5. The modem should restart in Factory Default condition. (This may take 5 - 30 minutes).
Expert:  A. Stevens replied 1 year ago.

Management interface address assuming you haven't made any change to the default.

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