Troubleshooting a Zyxel EMG3425 Ting Router

If you're having problems with your Zyxel EMG3425 Ting Router, such as a slow internet connection, issues connecting to Chromecast, or no internet access, this page offers troubleshooting steps. These steps may include power cycling the router, checking IP addresses, disabling firewalls or antivirus software, running ping tests, ensuring Wi-Fi is enabled, or performing a factory reset. The LED patterns on the router can also provide helpful diagnostic information.

No Internet

If you're experiencing internet connectivity issues, these two resolve the majority of connectivity issues:

  1. Ensure that both the ONT and the Zyxel boxes are powered ON.
  2. Power cycle the Zyxel router by unplugging it for 10-15 seconds and then plugging it back in. Wait for approximately 3 minutes for the router to finish turning back on.
      1. Try connecting your device directly to the Zyxel box using an Ethernet cable.
      2. Check if your device is receiving an IP address from the Zyxel box.
        • Using Command Prompt:

          1. Press the Windows Key+R keys to open the Run terminal.
          2. Type cmd and press the Enter key.
          3. Run the ipconfig command.
          4. Search for the relevant interface heading. If you're using a wired connection, look for "Ethernet Adapter Local Connection" or something similar. For a Wi-Fi connection, it might be labeled as "Wireless LAN adapter." You may have to scroll through a long list to find the right one.
          5. Ensure that there is a value for the IPV4 address and that it is within the same subnet as the gateway. Check the first three octets; ensure they match between the gateway and the client device.
            Screenshot of the Ethernet adapter Local Area Connection details from a Windows command prompt showing that the first three octets of the IPv4 address and the Default Gateway are the same.

          Using Network Properties:

          1. Right-click on the network icon in the system tray.
          2. Select Open Network and Sharing Center.
          3. Under View your active networks, click on the Local Area Connection link for the Zyxel connection.
          4. Click Details.
          5. Make sure the IPv4 address has a value (not null) and that it is within the subnet of the gateway.
            Outlines the Details button on the Local Area Connection Status dialog box under Network Properties. When clicked, it displays the Network Connection Details and outlines the IPv4 Address field, and the IPv4 gateway and servers using the same subnet.
          6. Open Spotlight by pressing CMD+Space, then type terminal and press the Return key.
          7. Run the ifconfig command.
          8. Check that there is a value for 'inet' and that it's in the same subnet as the gateway.
            Screenshot outlining the inet field showing that the subnet is the same as the gategway in the terminal's ipconfig command screen.
        • If your computer is not getting an IP address from the Zyxel gateway:
          There is likely something wrong with the DHCP settings on the Zyxel or the client machine. Ensure that both the gateway and the client machine are set to use DHCP addressing.

          If the client device needs a static LAN IP:
          Ensure it is still set to request via DHCP and that the reservation is made correctly in the gateway DHCP settings.

          If your machine is getting a local IP address but has no internet connection:
          Check the connection at the gateway by following the steps below.

          1. Connect to the gateway web GUI.
          2. Check the status menu to ensure the gateway has a WAN IP address, and the WAN Interface is up.
          3. Ensure the appropriate LAN interface is up for the client device where difficulties are experienced. For example, LAN1 for a wired device on the first Ethernet port, or WLAN 5G for a wireless device on the 5GHz network.
            
Status menu on the Mac gateway web GUI displaying the WAN and LAN info, including the WAN IP address and that both interfaces are up.
          4. Reboot the ONT, followed by the gateway and then the client device.

Slow Connection / Packet Loss

This section provides troubleshooting steps for resolving slow connection or packet loss issues with the Zyxel router.

  1. Power cycle the Zyxel router by unplugging it for 10-15 seconds and then plugging it back in. Wait approximately 3 minutes for the router to reboot. This resolves the majority of connectivity issues.

    If you are using a corporate firewall or Antivirus, disable them while testing. Reboot your test machine into safe mode with networking and bypass all network equipment apart from the provided gateway and ONT.

  2. Run a ping test to help determine if the gateway can access the internet. Access the Gateway's web GUI at Maintenance > Diagnostics > Ping tab.

    Pings to Google.com or Google's DNS servers might be filtered out as DoS traffic. If you're performing a ping test, choose a different IP or host, such as charlottesville.speedtest.ting.com.

    If the gateway can ping, but the client computer cannot, the issue lies between these two devices. Check the DHCP configuration and replace any defective network cables.

  3. Double-check the IP / DNS settings on the client device to ensure they are compatible with the Zyxel Gateway.

No Wi-Fi

This section provides steps to troubleshoot issues related to Wi-Fi connectivity on the Zyxel router, including ensuring the Wi-Fi button is on, power cycling the router, verifying Wi-Fi settings in the web GUI, and revealing hidden SSIDs on OSX and MacOS.

  1. Make sure the Wi-Fi on/off button (on the back) is set to the ON position.
  2. Switch the Wi-Fi on/off button to the OFF position, wait for 10 seconds, then switch it back ON.
  3. Power cycle the Zyxel router by unplugging the power cord for 10-15 seconds, then plug it back in. Wait about 3 minutes for the router to restart.
    This step resolves most connectivity issues.

    If you can't find the SSIDs or if you've forgotten your WPA key, you can change these in the web GUI Wi-Fi configuration menu. Navigate to Configuration Network Wireless LAN 2.4G or 5G.

  4. Verify that Wi-Fi is enabled in the web GUI and that the Wireless setting is enabled.
    Remember, the 2.4GHz and 5GHz radios have separate settings.
  5. Ensure Wi-Fi is turned on in the web GUI and ensure that the Wireless is set to Enable. Remember that the 2.4GHz and 5GHz radios each have their own settings.

    On OSX and MacOS, one of the SSIDs will be hidden when the computer connects to the other. Use the Forget the network option to reveal the other SSID.

Chromecast Won't Connect to Any Device

This section provides solutions for Chromecast connectivity issues on a Zyxel router, including disabling the IGMP Snooping feature and performing a factory reset. It also explains how to interpret various LED patterns on the router for troubleshooting.

Disable IGMP Snooping

If your Chromecast can connect to Zyxel's wireless network but fails to communicate with other devices (for example, during initial setup or when casting), disable the IGMP Snooping feature.

  1. In the Zyxel interface, navigate to Settings > Network > LAN > IGMP Snooping.
  2. Reboot the device.

Factory Reset

If all else fails, factory reset the Zyxel gateway.

This will delete all of your configurations, including wireless network names, network keys, forwarded ports, and reserved IP addresses.

  1. Hold down the hardware factory reset button located (on the back of the Zyxel box) for 10 seconds. Do not release it until the power LED starts blinking.
  2. Release the factory reset button and wait until the power LED becomes solid.
  3. Reconfigure the device according to your needs.

Devices Cannot Connect

First, check the LED patterns on the router. If they are behaving as normal, try the steps below.

  1. Ensure the Wi-Fi on/off button (on the back) is set to the ON position.
  2. Switch the Wi-Fi on/off button to the OFF position, wait for 10 seconds, then switch it back ON.
  3. Power cycle the Zyxel router by unplugging the power cord for 10-15 seconds, then plug it back in. Wait about 3 minutes for the router to restart.
    This step resolves most connectivity issues.

Deciphering LED Patterns

Here are explanations of the different LED patterns on the Zxyel router to guide your troubleshooting.

Image of the Zyxel Router's front panel LEDs. Starting at the Top Left clockwise: The power button indicates boot up / running status. The WAN button indicates if WAN port is connected (to fiber converter, STB, computer, etc.). The Internet indicates IP connectivity to Internet. The WiFi 5G & 2.4G indicates WLAN activity or WPS pairing in progress. USB 1 & 2 indicates connection to a USB device. WPS indicates if WPS is enabled or negotiating. Ethernet 1-4 indicates any connected Ethernet devices.

    1. Ensure the gateway is plugged in.
    2. Verify that the power button of the gateway is in the ON position.
    3. Make sure that the LED on/off button of the gateway is in the ON position.

    Please contact us if the steps above don't resolve the issues. We may need to send you a replacement.

  • The unit takes 2 to 3 minutes to boot up, during which the power light blinks. Once it's done booting up, the power light should remain solid.

    If this doesn't happen, please contact us. We may need to send you a replacement.

  • This is also helpful if the LEDs are on, but your devices cannot connect to one or both networks.

    1. Ensure the Wi-Fi on/off button (on the back) is set to the on position.
    2. Switch the Wi-Fi on/off button to the off position, wait for 10 seconds, then switch it back on.
    3. Power cycle the Zyxel router by unplugging the power cord for 10-15 seconds, then plug it back in. Wait about 3 minutes for the router to restart.
      This step resolves most connectivity issues.
    4. Verify that Wi-Fi is enabled in the web GUI at Configuration > Network > Wireless LAN 2.4G or 5G. Then check that the Wireless setting is enabled.
      Remember, the 2.4GHz and 5GHz radios have separate settings.

    Please contact us if the steps above don't resolve the issues.

  • Check that the gateway is connected to the ONT with an Ethernet cable and that the ONT is turned ON. If not, the Ethernet cable may be faulty and should be replaced.

  • The internet light should blink when data is being sent or received.

    If the light does not blink or flicker, please contact us to help troubleshoot.

  • The gateway might be connected to an incorrect power supply. Check that the gateway is connected to the provided 12 VDC / 4 Amp power supply.

    If the problem persists, please contact us. We may need to send you a replacement.

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