For : Microsoft Windows
by : je.saist
| IDENTIFYING A ROUTER: Routers are normally easy to identify, but you may come across a customer who will swear up and down they do not have a router. There are several steps that can be taken to determine if a router is in place. Identifing Common Routers by IP addresses. Most routers use a 192.168. X . XXX naming system to assign an
IP address to the computer. However, not all 192.x.x.x IP addresses are
assigned by a router.
Some common router addresses are as follows A: Netgear: Netgear typically uses the
IP address 192.168.0.x
B: Linksys: Linksys typically uses the
IP address 192.168.1.x
C:
Dlink, Microsoft, and Dell: These routers typically use 192.168.2.x
Other 192 errors are identified below A: Motorola Surfboard Modem : A
Surfboard in standby mode will give the ip address 192.168.100.x
The Key in troubleshooting a 192.x.x.x address is to pay
attention to the 3rd number in the series. A single digit number
notates a router, while a triple digit number notates an error with the
modem. Before determining the problem though, it is important to get
the actual ip address of the network adapter.B: Arris VOIP Modem : Like the Motorola, the Arris in standby will give the ip address 192.168.100.x Obtaining the IP address in WindowsNT 1: click on start and then click
on run
2: In the run box type in CMD to bring up the DOS Box.
3: In the DOS box type in IPCONFIG
4: Get the IP address
Obtaining the IP address in Windows9x 1: click on start and click on
run
2: In the run box type in WINIPCFG
3: Change the device listed to
the Ethernet adapter
4: Get the ip address
Identifing Routers by cross referencing the MAC ID Sometimes you will come across that customer who just will not admit to having a router, but pulls a 192.x.x.x IP address. If there is a device in Polaris, you can cross reference the PC MAC ID in Polaris with the MAC ID of the computer. Cross referencing the physical address can also help cover Tier II escalations. Obtaining PC MAC ID : Windows NT systems 1: Click on start and then click
on run
2: Type in CMD and load the DOS box
3: In the DOS box, type in IPCONFIG /ALL
4: Get the PHYSICAL ADDRESS
Obtaining PC MAC ID : Windows 9X systems 1: Click on start and then click
on run
2: Type in WINIPCFG
3: Switch the device to the Ethernet Adapter
4: Get the ADAPTER ADDRESS
Crossreference the MAC ID 1: with the obtained MAC Id's,
compare these to the addressess listed in Polaris. The computer data
for Polaris will tell you the MAC ID of the device polaris is
connecting too.
E.G.
Host Type: Unknown MAC: 00:08:0d:33:1b:c5 NIC Vendor: Toshiba 2: If the MAC Id's do not match,
then the CU has another device connected to the modem aside from the
intended computer.
3: Physically check the lines
again for a router
Explanation: The Cox Network
assigns the ip address by the device on the other side of the modem.
The point of checking the physical MAC ID of the computer is to make
sure that the modem is seeing the same device the customer is using. If
the modem is NOT seeing the same device the customer is using, then the
modem is not hooked up the computer. There is another device that the
modem is hooked up to, period. If this device is giving a 192.168.X.XXX
address, then it is a router. If the customer does not wish to remove
the router or troubleshoot the router, there is nothing you can do to
help them. You can offer to roll a truck, but the customer will be
charged for the visit.4: If no router is found, explain to the CU that all you can do at this point is roll a truck, and there probably will be a charge If the customer is pulling a 192.x.x.x address, and the MAC ID's do match between the computer and the Polaris report, this can be an issue sent to Tier 2. But only if the MAC ID's match, and only if the modem is not in standby. Take me back to the guides  |