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Josh
Josh, Helpdesk
Category: Networking
Satisfied Customers: 17911
Experience:  5 years as Network Admin, 10+ years of IT support
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Ok good. I have a net gear router that I think is locked.

Customer Question

Hello?
JA: Hello. How can we help?
Customer: Ok good. I have a net gear router that I think is locked. I'm trying to go thru the steps but unsuccessful. There is a green icon at top of my router with a lock
JA: How much experience do you have with this particular Netgear router?
Customer: Uh, never had trouble until we moved.
JA: What happened right before this popped up?
Customer: When I plugged it in, the light came on. I'm trying to stream amazon and Netflix on my blu ray. I live on a university campus and their wifi is terrible so I got a router and everything was good until toni
JA: What troubleshooting have you tried?
Customer: Pressing some wps button, turning it off and back on, going into settings on blu ray and typing in router passw
JA: Anything else you want the network expert to know before I connect you?
Customer: Just want to know how to unlock it
Submitted: 5 months ago.
Category: Networking
Expert:  Pete replied 5 months ago.

Hi, I'm Pete. Welcome to JustAnswer! I'm reviewing your question now, and will post back with your reply ASAP.

Expert:  Pete replied 5 months ago.

The lock symbol usually indicates WPS.

If your router has a WPS button, try pressing it - does the WPS/Lock light blink for around a minute?

Please let me know the model number of the router if you need further assistance with this...

Customer: replied 5 months ago.
I tried pressing it and I believe the light blinked around for a minute
Expert:  Pete replied 5 months ago.

Ok, so the WPS button appears to be functioning normally.

The light does not indicate that the router is locked, it just indicates that it is secure.

Customer: replied 5 months ago.
That helps a lot. I'm still stuck and you haven't helped...yet. You want more money don't you?
Expert:  Pete replied 5 months ago.

Your satisfaction is my priority; how can I help?

Customer: replied 5 months ago.
You can help me by figuring out why all the sudden my router isn't letting me connect to the net. Net gear model: WNDR3400v3
Customer: replied 5 months ago.
I went on the net gear site and it says router is not connected to Ethernet which is incorrect
Expert:  Pete replied 5 months ago.

Who is your internet service provider?

What is the status of all the other lights on the router?

Customer: replied 5 months ago.
I live on a college campus (my wife works here). I think they have suddenlink but it sucks so we got a router. Was perfect until I unplugged it, moved elsewhere on campus. At top green light with lock. At bot***** ***** on/off indicator, green 2.4 GHz, then above it, a blue 5 GHz. The numbers 1 2 3 4 are not lit
Expert:  Pete replied 5 months ago.

Are you trying to connect to it with a wire, or wirelessly?

Are any devices wired into any of the 4 ports?

Customer: replied 5 months ago.
There's 5 ports, 4 blk, 1 yellow. The cable is in the yellow port and connected in wall to what is a little larger than a phone jack
Expert:  Pete replied 5 months ago.

Are you trying to connect to it with a wire, or wirelessly?

Customer: replied 5 months ago.
The router is for wifi. No wires. Use wifi for mac, stream on blu ray player, tablets
Expert:  Pete replied 5 months ago.

Ok, so when you go to the wifi settings on your mac or tablets, do they show as connected to the netgear router?

If not, what happens when you try to connect them to it?

Customer: replied 5 months ago.
Shows connection but isn't connected. Try to pull up web, nothing happens
Expert:  Pete replied 5 months ago.

Who is your internet service provider?

When you moved, did you notify the service provider?

Customer: replied 5 months ago.
I already said I believe it's suddenlink. It's campus wide so moving across the street doesn't make a difference
Expert:  Pete replied 5 months ago.

Ok, so you are using the college's internet, not your own provider..

have you checked with the college to see if there is anything blocking the connection?

Customer: replied 5 months ago.
There shouldn't be. It worked fine in our other apt on campus.
Expert:  Pete replied 5 months ago.

Ok, let me check if the other techs have any further ideas on this one...

Expert:  Josh replied 5 months ago.

Hi!

On the mac, have you disconnected from the Wi-Fi network and connected back again?

Customer: replied 5 months ago.
What's that going to do?
Expert:  Josh replied 5 months ago.

It will make sure that you are actually connected to the network,

Please try and let me know

Customer: replied 5 months ago.
I can connect to the crappy wifi on campus but the router is still locked and not working
Expert:  Josh replied 5 months ago.

Did you manually remove the network and connect to it again?

Customer: replied 5 months ago.
I did. It's the router. It needs to be unlocked or something. Tried on net gear website but it said it couldn't connect to router because it's not plugged into Ethernet. I've got a cable in the DSL jack in the wall and into router
Expert:  Josh replied 5 months ago.

Have you contacted the university IT department? It is possible that they have it disabled.

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