CONTACTS 

SUBJECTS
Wireless Network Connection C15 to C14 Failed after Configuring Netg

1103 -
1103 -    ..
1104 - Summary/Objective
1105 -
110501 - Follow up ref SDS 4 0000.
110502 -
110503 - Solved problem caused by Netgear Technical Support for the Rangmax
110504 - wireless router.  Netgear said that fixing the problem they caused was
110505 - somebody else's responsibility. ref SDS 0 GS8M  Fujitsu said their
110506 - Technical Support staff for the N6110 wireless notebook computer is
110507 - not trained to support wireless networking. ref SDS 0 RL5M  This case
110508 - shows how "wicked problems" overwhelm weak management, communications,
110509 - marketing, and technical support driven by ignorance, fear and denial
110510 - of accountability, largely due to limited time.  A solution is
110511 - presented for complex mistakes that flow from rapidly advancing tools,
110512 - in this case wireless communications. ref SDS 0 ON4F
110513 -
110514 -
110515 -
110516 -
110517 -
110518 -
110519 -
110521 -  ..
1106 -
1107 -
1108 - Progress
1109 -
110901 - For the past two (2) days, since 050927 when Netgear Technical Support
110902 - changed configuration of the Rangemax router, ref SDS 4 QS6G, have not
110903 - been able to connect to the network for transferring files between c14
110904 - and the new wireless notebook computer using the wireless connection.
110905 - Files transfer with cable connection through the Netgear Rangemax
110906 - router, but when wireless connection is attempted, there is an error
110907 - message saying...
110909 -                         ..
110910 -                        Path not found.
110912 -  ..
110913 - Windows XP reports on c15 that the wireless network is connected.
110914 - Thus, if the wireless network is connected, why don't the connected
110915 - computers find the path to the other computer, as occurs when
110916 - connected with a cable?
110918 -  ..
110919 - Called Fujitsu technical support following up contact on 050913.
110920 - ref SDS 2 G16N
110922 -  ..
110923 - Talked to Brian.
110924 -
110925 -    Requested serial number shown on 050913 at invoice. ref SDS 1 S18Q
110927 -  ..
110928 - Call Detail number:  40562454560
110930 -  ..
110931 - The wireless network connects to the Internet, but not to c14, and c14
110932 - cannot see c15 on the network.
110934 -  ..
110935 - This occurred after Netgear changed configuration on the wireless
110936 - router a few days ago, on 050927. ref SDS 4 345L
110937 -
110938 -
110939 -
110940 -
110941 -
110943 -  ..
1110 -
1111 -
1112 - 1335
1113 -
111301 - Called Netgear following up prior case number. ref SDS 4 EJ5F
111302 -
111303 - Talked to Shank.
111305 -  ..
111306 - Explained problem that wireless network is not enabling file and
111307 - printer sharing.
111309 -  ..
111310 - Shank proposed that the customer visit several web sites for
111311 - assistance fixing the problem caused by Netgear changing configuration
111312 - of the router; Shank said people can get ideas on configuring file and
111313 - printer sharing at...
111314 -
111315 -        http://www.wown.com
111317 -         ..
111318 -        http://www.practicallynetworked.com
111320 -  ..
111321 - Tried unmapping the drives on c14, and c15.  Then shut down the
111322 - computers and powered them up again, and setup the mapping again.
111323 - This did not solve the problem.
111324 -
111325 -
111326 -
111328 -  ..
1114 -
1115 -
1116 - 1528
1117 -
111701 - Talked to Anthony at Fujitsu again.
111702 -
111703 - Asked why file and printer sharing works on the LAN and not on the
111704 - Wireless?
111706 -  ..
111707 - Anothony said he is not trained to support wireless networking for
111708 - Fujitsu wireless notebook computers.  He suggested calling Microsoft.
111710 -  ..
111711 - Asked for a supervisor.
111712 -
111713 -
111715 -  ..
1118 -
1119 -
1120 - 1533
1121 -
112101 - Anthony came back online.
112102 -
112103 - He said that Fujitsu has level of effort support which can address
112104 - wireless connections.
112106 -  ..
112107 - Anthony said that another technical support engineer will call back
112108 - in about 30 minutes.
112109 -
112111 -  ..
1122 -
1123 -
1124 - 2037
1125 -
112501 - Nobody called back from Fujitsu; so....
112503 -  ..
112504 - Called Morris.
112506 -  ..
112507 - Reviewed background, per above. ref SDS 0 GS5K
112509 -  ..
112510 - Discussed several ideas, including restoring factory defaults on the
112511 - router using the pin access port on the back of the router, explained
112512 - on 050916, ref SDS 3 OA41, and then using browser access to
112513 - configuration setup for the Netgear router reported, also, on 050916,
112514 - ref SDS 3 OA45, to devise a configuration that supports both wireless
112515 - access to the Internet and between computers connected through the
112516 - Netgear wireless router.  Finally decided against this strategy.
112518 -  ..
112519 - The fact that cable connections permit communications between computer
112520 - c14 and the wireless c15 Fujitsu notebook computer, but there is a
112521 - message...
112522 -
112523 -                         Path not found
112524 -
112525 - ...when wireless connection is attempted, offers a clue to resolution.
112527 -  ..
112528 - Morris feels that Network properties on the wireless computer, c15,
112529 - listing which lists...
112530 -
112531 -    Wireless Network Connection.................. Connected
112532 -
112533 - ...yet each computer connected to the network reports it cannot see
112534 - the path for the other computer suggests that the wireless computer
112535 - c15 is connecting to a neighbors router.  He expects there is another
112536 - Netgear router somewhere near by with a factory default name of
112537 - NETGEAR, and so since Windows XP on c15 was originally configured on
112538 - 050916 with the factory default name, ref SDS 3 MY7K, it is still
112539 - looking for a router with that name, and is finding one somewhere.
112540 - That is the only explanation for why Windows is reporting "connected"
112541 - to the wireless network.  It must be finding something somewhere.
112543 -  ..
112544 - On computer c15, which is the wireless Fujitsu N6110 notebook
112545 - computer, opened properties for the Network directory.  It shows
112546 -
112547 -    Wireless Network Connection.................. Connected
112549 -  ..
112550 - Right click and opend properties on this listing, and this presents
112551 - a menu tab choice for...
112552 -
112553 -    Wireless Networks
112555 -  ..
112556 - Opening this tab shows...
112557 -
112558 -    NETGEAR (Automatic)
112559 -    poims (Automatic)
112560 -    rod (Automatic)
112562 -  ..
112563 - Since the Netgear engineer changed the name of the Wireless network on
112564 - 050927, ref SDS 4 5M6L, from "NETGEAR" to "rod" this is reflected in
112565 - the list of Wireless networks, showing "rod" at the bottom of the
112566 - list.  It is not clear why "poims" is listed.  That is the password
112567 - setup for c15, but nothing in the record shows this was assigned
112568 - anywhere as the name of a wireless network.  In any case, Morris
112569 - thinks the assignment of NETGEAR (Automatic), per above, causes the
112570 - wireless computer c15 to find a network somewhere in the neighborhood.
112571 - If the name in the router configuration had not been changed by the
112572 - Netgear engineer, then this would be a stronger signal, and c15 would
112573 - have connected to the correct router, rather than pick up a weak
112574 - signal from a distant location.  Thus, Netgear's practice of providing
112575 - a common router name normally works okay.
112577 -  ..
112578 - The solution was to eliminate poims and NETGEAR so that the list of
112579 - Wireless networks now shows only...
112580 -
112581 -    rod (Automatic)
112582 -
112583 - ...which aligns with the change made by the Netgear technical support
112584 - engineer on 050927. ref SDS 4 QT35
112586 -  ..
112587 - After making this change, we can now access drives on both c14 and
112588 - c15 over the wireless network.
112590 -  ..
112591 - Problem solved.
112592 -
112593 -
112594 -
112595 -
112596 -
112597 -
112598 -
112599 -
1126 -