camharv

Q: Problem connecting Airport Extreme to internet

I'm having problems connecting my Airport Extreme router to the internet. It first started about a week and a half ago. Before then, the internet had been working just fine. Now, when I go into Airport Utility, I get the errors "Internet Connection" and "No DNS Servers." I'm currently living in an off-campus residence for my school, and the internet here is provided, I believe, by a company called Apogee, that is specifically used for campuses and dorms, and with whom I've been on the phone with several times. The confusing part is, I'm actually receiving data, as I am currently using a friend's computer plugged directly into the wall (my Macbook Pro doesn't have an ethernet port). The only problem is when I try to use the router. I've tried every variation of factory resets for my router that I have been able to find by searching, to no avail. I'm not even entirely sure where the problem lies at this point. I know the provider requires a "registry" for the devices you use, and I gave them my router's MAC address, so it should be registered as my primary device, and that still doesn't account for why it would have worked fine without all this extra work beforehand. I'm quite confused on the matter, and on the verge of desperation, so any sort of help or advice would be greatly appreciated.

MacBook Pro (Retina, Mid 2012), OS X Mountain Lion (10.8.4)

Posted on Sep 28, 2013 5:58 PM

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Q: Problem connecting Airport Extreme to internet

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  • by John Galt,Helpful

    John Galt John Galt Sep 28, 2013 8:59 PM in response to camharv
    Level 8 (49,787 points)
    Mac OS X
    Sep 28, 2013 8:59 PM in response to camharv

    No internet connection and no DNS servers means Apogee's equipment is not communicating with your Extreme.

     

    It seems as though they are using "hardware access provisioning" to limit their service to specified devices on its network. Your ability to fix this on your own will be limited without their cooperation.

     

    Read: AirPort Base Station: ISP provisioning may prevent Internet connection via broadband (cable or DSL)

     

    Once its MAC address is logged in their system, your AirPort Extreme should be the only device directly connected to their equipment. Connecting another device may prevent operation, so once you get it working, leave it that way and don't connect anything else. If you need to connect a wired PC, connect it to the Extreme's LAN port. Don't disconnect the Extreme from the network.

  • by camharv,

    camharv camharv Sep 29, 2013 10:55 AM in response to John Galt
    Level 1 (0 points)
    Sep 29, 2013 10:55 AM in response to John Galt

    Okay, I called them again and had them re-enter my router's MAC address, and they confirmed that it was authenticated successfully, but I'm still receiving no internet connection. Is it possible, at this point, that it's a hardware problem?

  • by John Galt,

    John Galt John Galt Sep 29, 2013 11:18 AM in response to camharv
    Level 8 (49,787 points)
    Mac OS X
    Sep 29, 2013 11:18 AM in response to camharv

    camharv wrote:

     

    ... Is it possible, at this point, that it's a hardware problem?

     

    Of course anything is possible, but before drawing that conclusion "hard reset" your Extreme and reconfigure it:

     

    To "hard reset" an AirPort Base Station: make sure it's powered up, then press and hold its tiny reset button and keep it depressed for five to ten seconds, long enough for its LED to flash amber rapidly. Release the reset button. Then, the LED will glow amber steadily for about a minute. Then, it will flash amber, slowly, about once every second or two, waiting for you to configure it with AirPort Utility.

     

    Leave it connected to the network while you do that.