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QT002 - Bigpond Cable Login Problems after DNS changes

Introduction

This Quick Tip discusses problems with the built-in cable login client on Netgear's R-Series routers that began on 29th May 2002, after Telstra made some operational changes to their network

Who is Affected?

This problem only affects users of Netgear's R-Series routers (RO318, MR314, RP114, RT311 and RT314) on the Telstra Bigpond Cable network, and only affects users who use the built-in cable login client.

Users of FR314, FR318 and FV318 routers are not affected as these routers don't have a built-in login client.  Users of RP614 and FVS318 routers will not be affected as their login clients use different code from the R-series routers

The current problem impacts users in NSW and Victoria, though a similar situation did occur in Queensland about 6 months previously.  Users in South Australia and Western Australia are not currently affected.

Users who authenticate using an external login client such as Telstra Launchpad, BPALogin or WinCable are not affected by the problem with the login client, but may need to take note of the DNS changes.  See Quick Tip 001 for more information.

ADSL users are not affected, but may need to take note of the DNS changes.  See Quick Tip 001 for more information.

What changes did Telstra make?

As part of a general upgrade to the network, intended to improve the performance and reliability of the DNS and authentication service, Telstra added two new DNS servers each for NSW and Victoria, to make a total of 4 servers for each state.

It isn't clear at the moment whether the two new servers are intended to replace or supplement the previous servers.  Currently all 4 servers for each state are in use, but this may not be the permanent configuration.

What were the old DNS Configuration and what are they now?

Location	Original DNS Configuration	New DNS Configuration	Login Server
NSW	61.9.192.13 61.9.192.16	61.9.192.13 61.9.192.14 61.9.192.15 61.9.192.16	61.9.192.13
Queensland	61.9.208.13 61.9.208.16	61.9.208.13 61.9.208.14 61.9.208.15 61.9.208.16	61.9.208.13
Victoria	61.9.128.13 61.9.128.16	61.9.128.13 61.9.128.14 61.9.128.15 61.9.128.16	61.9.128.13

What do these servers do?

DNS servers are used to convert human-readable domain-names such as www.telstra.com or www.fulton.net.au into numeric IP addresses that programs such as a web browser or email client connects to.  This process is normally transparent to the user.  The user types in the name, the program issues a DNS lookup to obtain the IP address, and then a connection is made to that IP address.

The Telstra login servers manage the authentication process - your router or login client sends your username and password, and if correct, the login server allows traffic from your computers out to the internet.

Why did this cause a problem?

The built-in cable login client makes a TCP connection to the login server.  Telstra's changes exposed a bug in the login client, and it now attempts to make a connection to the wrong server.  It is therefore unable to login, and PC's behind the router will be unable to access the internet.

Is there a solution?

There is a workaround which involves making one simple configuration change to the router.  This change manually specifies the IP address of the authentication server.

Is this a permanent solution?

The workaround provides a completely reliable temporary solution, with no adverse effects.

The workaround would only fail if Telstra were to change the IP address of the login server.  While this cannot be ruled out in the long term, no changes are anticipated in the immediate future.

The planned firmware update will provide a permanent solution.

How do I make the change?

Connect to the router with a web browser, using the URL http://192.168.0.1. (Substitute the actual IP of the router if you are using non-standard settings).  See Quick Tip 003 if you are unsure of the actual IP address of your router.

 

 

When the router's login window is displayed, enter the username admin and the router password.  The default password is 1234.  If you have forgotten the password you will need to reset the router's configuration.  See the RT311/RT314 or RP114 FAQ for details on how to do this.

After you have logged in, the router's home page will be displayed:

 

 

Click on Wizard Setup in the lefthand menu bar.  The first Wizard Setup page will be displayed.

 

 

Nothing should need to be changed on this page.  Click the Next button, and the second wizard setup page will be displayed. This page contains the Login Server IP setting that needs to be changed.

[Note that on the MR314, a wireless settings page will be displayed before the login settings page.  Skip this page by clicking the Next button]

 

 

Change the Login Server IP from 0.0.0.0 to the appropriate value from the following table:

 

Location	Login Server IP
NSW	61.9.192.13
Queensland	61.9.208.13
Victoria	61.9.128.13

 

Click the Next button, and the final Wizard Setup page will be displayed.  Nothing should need to be changed on this page.

 

 

Click the Finish button.  The Congratulations page will now be displayed.

 

 

Wait for approximately one minute, then click on the www.netgear.com URL contained on the page.  If the page is successfully displayed, then the router has logged in successfully and nothing further needs to be done.  Click Logout in the lefthand menu bar.

If the page is not displayed, reboot the router, and try connecting to any known website.  If you are still having problems, follow the suggestions in the next section.

What if it still doesn't work?

Most users will be able to connect to the internet almost immediately after making the Login Server IP setup change.

If you are still unable to connect, check the following:

• Check that you have entered the correct login server IP and saved the settings, by re-running Wizard Setup.

• Check the DNS server settings on the PC, using ipconfig or winipcfg.  The DNS server IP should either be the IP address of the router (192.168.0.1 by default) or one of the DNS server IP's listed above.

• Check the DNS server settings on the router on the Advanced->LAN page.  Normally these should be set to automatic, ie 0.0.0.0.

• If you have been using an external login client such as Launchpad, BPALogin or WinCable, make sure you disconnect (logoff) this client before restarting the router.

• Try turning the router and cable modem off for (say) 10 to 15 minutes to allow any previous session to be timed out.  After turning the cable modem back on, aloow several minutes for it to sync with the cable network, before turning on the router.

• If still unable to connect, telnet to the router and collect the diagnostic information described in our Cable Client FAQ.

What is Netgear doing about the problem?

Because of the large number of customers inconvenienced, Netgear has escalated the problem to its engineering group in the US. 

A new firmware update has been developed, has undergone preliminary testing, and should be released shortly.  We will publish a note on our website when this new firmware is available for download.

In the meantime, the workaround described above provides a completely reliable temporary solution, with no adverse effects.

Feedback

Did you find this Quick Tip useful?  Do you have any suggestions for improvement or notice any errors?  Are there any other topics you would like to see covered by a Quick Tip.  Please take a moment to send us some feedback.

Quick Tip QT002 - Bigpond Cable Login Problems

Version 1.1, 15-JUN-2002

Copyright © 2002 Fulton Network Technologies Pty Ltd.  All rights reserved. Not to be reproduced or distributed in any form without prior permission.

All information contain herein is provided to the reader on the understanding that the reader is responsible for ensuring the correctness and suitability of the information for his particular needs.

VERSION HISTORY

1.1   15-JUN-2002   Status of planned firmware update

1.0   01-JUN-2002   Initial Release