wifi on airport extreme stopped working...modem works when plugged into macbook. Cannot connect with airport extreme.

Hi pbppippa,

Thanks for visiting Apple Support Communities.

If Wi-Fi on your AirPort Extreme is not working, first perform a "hard reset" using the steps in this article:

Resetting an AirPort Base Station or AirPort Time Capsule FAQ

http://support.apple.com/kb/ht3728

Regards,

Jeremy

I'm having the same exact problem. It started on December 17 after 6 months of zero issues. I've done the hard reset, I've reset the modem, I've reconfigured. I even had Apple send me a new Airport Extreme plus I picked up a new modem from my provider (Optimum). Still no go. Currently using a laptop connected directly to the modem to act as a router (not an ideal solution). My first instinct was that this was a provider issue but after searching the Apple forums I'm beginning to think it's an issue with the Airport Extreme firmware. I'd be grateful for any help/solutions.

neil86 wrote:

I'm having the same exact problem. It started on December 17 after 6 months of zero issues. I've done the hard reset, I've reset the modem, I've reconfigured. I even had Apple send me a new Airport Extreme plus I picked up a new modem from my provider (Optimum). Still no go. Currently using a laptop connected directly to the modem to act as a router (not an ideal solution). My first instinct was that this was a provider issue but after searching the Apple forums I'm beginning to think it's an issue with the Airport Extreme firmware. I'd be grateful for any help/solutions.

Is the failure with the AE wireless or is it the connection to the modem.

What model AE running what firmware?

What is the modem? Sorry I do not know the ISP but what kind of service is it.. eg cable, adsl?

Is the modem also a router?

Trouble shooting involves several steps to determine which is the actual problem.

ie could it be the modem link to the AE or is it the wireless alone. From what you wrote the link to the modem seems to be a good place to start.

Apple have made troubleshooting doubly difficult by removing the access to logs and SNMP info in the latest models. So there is almost no indication in the AE itself what is going on.. you need to work backwards from effects to cause.

I do need the basic info to start.

Thanks for replying all the way from Australia!

The modem works fine when connected directly to a MacBook.

The AE is the newest (tower) model. The one I replaced (also a tower) was using the latest firmware. The new AE Apple sent me has not been able to download the latest firmware.

The Modem is an Arris Telephony modem - there is no telephone connected to it and it is not a router.

Ok.. that is great start.

The new AC version apple routers do have issues with the WAN port.

So first thing to try.

Use a 10/100 switch.. just a tiny 5 port or whatever you can buy between the modem and the AE to fix the loss of ethernet connection.. or use a crossover cable.. which are readily available might also help. Some modems are displaying this connection issue.. don't mind if people say you don't need a crossover cable .. in theory you should NOT need one ( for the last 10years at least).. with latest Apple routers you do.. or the switch to fix the poor connectivity of the WAN port.

I strongly recommend you reset the AE to factory.. and start over.

Use all SMB names.. that means, short, no spaces and pure alphanumeric for all names in the AE.

This is now standard in Mavericks so can help.. but is also relevant to other OS.

eg AE name.. AEGen6

Give separate names to the two wireless bands at least until you get the problem under control.. eg

AE24ghz and AE5ghz

I would also like you to use manual channels for 2.4ghz.. test 11, 6, 1 in turn..

It is irrelevant for 5ghz as the settings are ignored.

Use WPA2 Personal security with a 10-20 character pure alphanumeric password.

Now do you best to track the issue if it fails.. you will likely need another ethernet cable so you can hard wire the AE to your computer. Then I want you to take screenshots of the Internet and network tabs. as well as the basic summary screen.

Not sure when I'll have the opportunity to get the switch or crossover cable. I'll let you know when I do. In the meantime, I'm going to test the AE out at a friend's house plus I had Optimum Cable send me a router so I don't have to use my laptop for internet sharing. Thanks!

Just as I originally suspected, the problem was with the internet service provider (Optimum) not with the AE. Optimum had a "problem with their servers" and straightened it out. Thanks for your help.