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I cant connect my netgear to my internet how do i do that.

Customer Question
I cant connect my...

I cant connect my netgear to my internet how do i do that

Technician's Assistant: Are you able to connect using an ethernet cable?

No and it is connected

Technician's Assistant: Which lights are colored and/or blinking on your router?

The first three

Submitted: 27 days ago.Category: Networking
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Answered in 5 minutes by:
5/27/2018
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago
Syseng
Syseng, Computer Systems Engineer
Category: Networking
Satisfied Customers: 7,700
Experience: Cisco and Microsoft certified with over 20 years experience in system design, integration and development
Verified

Hello,

My name is David.

What is the model of the Netgear device?

Is it plugged into a modem from the WAN port of the Netgear?

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Customer reply replied 27 days ago
hold on i will get it
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok

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Customer reply replied 27 days ago
VMB3000
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok thanks.

And is the WAN or Internet port on the VMB3000 connected to a modem?

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Customer reply replied 27 days ago
it is connect to my internet by ethernet
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

By Ethernet cable correct?

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Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok thanks. Is it connected to a LAN or WAN port on the modem device?

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Customer reply replied 27 days ago
to bendbroadband
Customer reply replied 27 days ago
it is connected to my internet modem
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok, thank you.

Which port on your Internet modem (how is the port labelled)?

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Customer reply replied 27 days ago
ok let me check
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok thanks

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Customer reply replied 27 days ago
it is labeled 4
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok, that sounds correct.

Can you connect to the Netgear wireless network from your computer?

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Customer reply replied 27 days ago
i am
Customer reply replied 27 days ago
to the netgear? no
Customer reply replied 27 days ago
dont know how to do that
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok then what is the name of the operating system on your computer (such as Windows 10 or Mac OS X)?

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Customer reply replied 27 days ago
windows 10
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok thanks. Is that the computer you are using to communicate with me?

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Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Do you have another computer or device you could use to test connecting to the Netgear router wireless network?

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Customer reply replied 27 days ago
My phone
Customer reply replied 27 days ago
my phone
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok very good. Try connecting to the Netgear wireless network using your phone and let me know when you are connected and the make and model of the phone.

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Customer reply replied 27 days ago
how do i do that
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

What is the make and model of your phone?

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Customer reply replied 27 days ago
i have no idea how to do that
Customer reply replied 27 days ago
apple iphone
Customer reply replied 27 days ago
iphone 8
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok thanks.

Is your laptop connected to the Internet via Ethernet cable directly to the modem?

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Customer reply replied 27 days ago
no wireless
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Just to clarify, your laptop does not have wireless?

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Customer reply replied 27 days ago
No it is witeledd
Customer reply replied 27 days ago
It is eitekedd
Customer reply replied 27 days ago
Wireless
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok so your laptop is connect to your modem via wireless correct?

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Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Is your laptop connected to your modem via wireless? If so, try disconnecting from the modem wireless and connecting to the Netgear wireless. If that works, then while connected to the Netgear wireless do the following:

Right click the Windows Start button then click Search. In the Search box type

cmd

and then right click the command prompt icon that appears in the Search list and click Run as Administrator.

On the command prompt type

ping 8.8.8.8

and let me know if you receive four replies and if not let me know the message that appears.

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Customer reply replied 27 days ago
ok
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

I will standby while you do that

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Customer reply replied 27 days ago
39;8.8.8.8' is not recognized as an internal or external command,
operable program or batch file.
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Type

ping 8.8.8.8

and press Enter. Make sure there is a space between ping and 8.8.8.8

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Customer reply replied 27 days ago
Microsoft Windows [Version 10.0.17134.48]
(c) 2018 Microsoft Corporation. All rights reserved.C:\Users\sharron volny>ping 8.8.8.8Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=97ms TTL=60
Reply from 8.8.8.8: bytes=32 time=24ms TTL=60
Reply from 8.8.8.8: bytes=32 time=18ms TTL=60
Reply from 8.8.8.8: bytes=32 time=28ms TTL=60Ping statistics for 8.8.8.8:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 97ms, Average = 41ms
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok, very good - that confirms the Internet connection.

So did you run the ping command while your laptop was connected to the Netgear wireless?

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Customer reply replied 27 days ago
i dont have the netgear connected yet dont know how to do that
Customer reply replied 27 days ago
netgear isnt connected to the internet
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Since the Netgear is connected to the modem and is powered up, the Netgear should have Internet access using the default settings and the Netgear wireless network should be available right now.

So disconnect from your modem's wireless network, then connect to the Netgear router's network by selecting the wireless network with "Netgear" in the name and then select to connect to it. Then run the same ping command to verify that you can connect to the Internet through the Netgear wireless.

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Customer reply replied 27 days ago
Ok I disconnected the Ethernet cord from the modem now what
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Is that the Ethernet cord between the Netgear and the modem or the laptop and the modem?

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Customer reply replied 27 days ago
NETGEAR to the modrm
Customer reply replied 27 days ago
Still doesn’t show up
Customer reply replied 27 days ago
im frustrated
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

I understand and will try to simplify - connect the Netgear and the modem again using the Ethernet cable. That connection is necessary and must remain.

Then on your laptop, click the wireless icon in the lower right corner of your laptop and select the network to which it is connected and click the Disconnect button. Then click on the wireless network in the list that has the word "Netgear" in the name and click Connect.

Then on the command prompt run the ping 8.8.8.8 command again.

Then click the wireless icon in the lower right corner of your laptop and select the Netgear network to which it is connected and click the Disconnect button. Then click on your wireless network in the list and click Connect.

Then post the result here so I can review.

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Customer reply replied 27 days ago
Doesn’t show just NETGEAR It has one that is NTGR_VMB_1406851361 and the other is NETGEAR96
Customer reply replied 27 days ago
That’s all it has
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Very good - select the NTGR_VMB_1406851361 which should not require a password ***** connect.

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Customer reply replied 27 days ago
It does and says it is wrong
Customer reply replied 27 days ago
I looked in my installed apps and it isn’t there
Customer reply replied 27 days ago
maybe it needs to be reinstalled
Customer reply replied 27 days ago
what do you think
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Just a moment...

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Customer reply replied 27 days ago
Ok
Customer reply replied 27 days ago
this is used for my arlo cameras it is the base station
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Yes, I understand.

Do you have an Ethernet cable to connect to the Netgear from your laptop?

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Customer reply replied 27 days ago
No unless I disconnect the base station completely and bring it to my laptop
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok then let's try a different approach - do you have the cameras ready to configure?

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Customer reply replied 27 days ago
i just brought it into where my laptop is and when i look up in my wireless it doesnt show it has unidentified network
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

That's ok - so are your cameras ready to configure?

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Customer reply replied 27 days ago
says base station offline
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Where does it say that?

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Customer reply replied 27 days ago
when i click on the camera
Customer reply replied 27 days ago
i have the ethernet cable in my laptop
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok, so are the LED lights on the basestation green?

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Customer reply replied 27 days ago
No
Customer reply replied 27 days ago
I only have one green light and one orange light that’s it
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok, so if it is not connected to the modem please connect it now and let me know if both lights turn green.

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Customer reply replied 27 days ago
the first two are green the third is orange
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

What is the label of the third one?

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Customer reply replied 27 days ago
it looks like a world
Customer reply replied 27 days ago
there isnt a label
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

The world label would be Internet access. Please power down the basestation and power up again and let me know if it turns green. Make sure it is plugged into a LAN port on the modem.

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Customer reply replied 27 days ago
i looked in my settings to see if the app netgear was there and it isnt
Customer reply replied 27 days ago
i did do that several times and it stays orange
Network Technician: Syseng, Computer Systems Engineer replied 27 days ago

Ok - then next power down the modem and power it up again, then power down the basestation and power it up again and make sure the Ethernet cable between the two is connected securely while you do that.

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Customer reply replied 27 days ago
nope its still orange
Customer reply replied 27 days ago
if netgear doesnt show that it is installed on my computer how do i get it installed
Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

There is an Arlo app you can install on your phone. Go to the Apple Store and search for Arlo then download and install the app.

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Customer reply replied 26 days ago
ok didnt do anything
Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

Do you have another cable you can use to test with the basestation?

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Customer reply replied 26 days ago
no
Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

Ok then try plugging the cable into a different port on the modem and restart the basestation and let me know if the light turns green.

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Customer reply replied 26 days ago
i put it in 1 and no change
Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

Ok, just a moment...

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Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

So are the two lights that are green the light on the left and the light in the middle?

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Customer reply replied 26 days ago
the 2nd one keeps blinking
Customer reply replied 26 days ago
on the modem the internet one for the ethernet cord keeps blinking also
Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

Ok so the left and the middle lights on the basestation are green and only the light on the right is orange correct?

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Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

Ok then the basestation most likely has Internet access.

Next on your computer go to arlo.netgear.com and setup an Arlo account.

Then bring one of the cameras close to the basestation and press the sync button on top of the basestation for two seconds and release and wait for the third light (right most light) to turn green. Then press the sync button on the camera for two seconds and release and the blue LED light on the camera should blink rapidly which indicates that it has synced. Do this for each camera.

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Customer reply replied 26 days ago
I disconnected the cameras and reloaded them and sync them already
Customer reply replied 26 days ago
didnt do much of anything still says basestation is off line
Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

Ok so all the cameras show a blue LED correct?

Also, what is showing basestation offline?

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Customer reply replied 26 days ago
i only did one camera the other camera needs batteries
Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

Ok so the camera shows the basestation offline?

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Customer reply replied 26 days ago
the blue light on the camera blinked blue for tens seconds and that's it
Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

Ok then when you sync the camera does the right most LED blink green when you press the sync button on the basestation for 2 seconds before pressing the sync button on the camera?

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Network Technician: Syseng, Computer Systems Engineer replied 26 days ago

And after that the camera still shows the basestation offline?

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