AirPort Extreme cannot connect to Internet while direct ethernet connection works

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AirPort Extreme cannot connect to Internet while direct ethernet connection works

Hi,

I have an AirPort Extreme (AE) Base Station (ME918LL/A) with (the latest 802.11ac version) and Gigamonster Internet Service. The firmware on the AE is quite new (7.7.8).

The AE used to work flawlessly for a long time, but starting yesterday it cannot connect to the Internet.

Gigamonster provides wired ethernet port to every unit in our building, so we don't use cable modem. The AE is directly connected to the ethernet port on the wall through an ethernet cable.

I can access Internet on my MacBook by directly connecting to the ethernet port with a USB-C adapter, and I even tried to add an ethernet switch between my MacBook and the port on the wall and it works too. However, when I connect AE to the switch or directly to the port on the wall, I cannot connect to the Internet (either by wireless or by wired connection through AE). So I'm pretty sure that the problem is with the AE.

The AE does have green light on, but the AirPort Utility (AU) app on my MacBook and iPhone says that it is disconnected from the Internet, so the AU app shows green on the AE but amber yellow on the Internet.

Here are what I have tried:

1. Unplug AE, wait a while, and plug the power and ethernet cable back (no other things connected).

2. Push the reset button and let the AE reset, then plug ethernet cable back after AE finishes rebooting.

3. Unplug AE power, pressing the reset button down while plugging the power cable on (supposed to be a cold reset to factory setting), setup the AE using AU app (but in the middle of the way the AU app says the AE does not get Internet and asks me to reset cable modem, which is not applicable in my case).

So neither of these works. I still get green light on AE but no Internet connection through it.

Does this mean the AE is broken? It was purchased over a year ago, and I'm not sure Apple will fix it since it's a discontinued product now. Nevertheless, it seems so weird if the AE just breaks down quietly like this. Is there anyway to troubleshoot this? Any suggestion is appreciated!

Airport Extreme 802.11ac

Posted on Nov 14, 2018 3:08 PM

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Answer 1

Top-ranking reply

Bob Timmons

Community+ 2024

Level 10

168,056 points

Nov 14, 2018 5:44 PM in response to augustye

So does this mean the "O" port is broken

Yes

and AE is using that "<-->" LAN port as "O" port now?

No. Technically there is no WAN "O" port in Bridge Mode. All ports behave the same in Bridge Mode.....as LAN <--> ports......so it does not make any difference which port that you use in this case.

I do have a few other things (ATV, Xbox etc) connected to the AE, can I still connect them to the other "<-->" ports?

Yes

Or I should leave them free in case this "<-->" port fails later...?

No, unless you happen to have another Ethernet wall port conveniently available for the other Ethernet devices to connect to.

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Answer 2

Nov 14, 2018 3:41 PM in response to augustye

Assuming that you are using the same Ethernet cable to connect to the AirPort Extreme that you were using to connect to the Mac as a test......everything that you are telling us so far indicates that the WAN "O" port on the AirPort is not operating correctly......or......you are not connecting the Ethernet cable to the WAN port.

Please try the following again:

Unplug the Ethernet cable from the AirPort Extreme

Power up the AirPort Extreme for a few minutes, if it is not already on

Hold in the reset button on the back of the AirPort Extreme for 8-10 seconds, then release the button and give the AirPort a full minute to restart to a slow, blinking amber light status

Connect the Ethernet cable to the WAN "O" port on the AirPort Extreme

Run the setup again and report on your results

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Answer 3

augustye Author

Level 1

8 points

Nov 14, 2018 4:17 PM in response to Bob Timmons

Yes, I was using the same ethernet cable, and it was plugged into the AE's "O" port (the one below the USB port, I understand the other three above the USB are for computers etc.)

I tried the reset process you suggested again but still no luck... the AU app says the AE is not connected to the Internet and asks me to reset modem or contact ISP.

It would make sense if the "O" port is broken. However there was no physical damage. The small green light inside the "O" port is on as well...

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Answer 4

Nov 14, 2018 5:44 PM in response to augustye

See if you can access the settings for the AirPort Extreme using AirPort Utility on your Mac

Click on the AirPort, then click Edit in the smaller window that appears

Click on the Wireless tab at the top of the window and check the wireless settings

Then, click on the Network tab and check to make sure that the AirPort is set up in a Router Mode of "Off (Bridge Mode)"

Move the Ethernet cable to one of the three LAN <--> ports

Click Update to save the settings on the AirPort and let it restart

If still no luck, the AirPort has failed. Apple will replace the device if it is less than one year old.....or.....if you have AppleCare in effect on one of your Macs, the AirPort is usually covered for up to three years from its purchase date. Check with Apple for the details.

Unfortunately, if the AIrPort is not covered by warranty, repairs are not really feasible since it would cost more to repair the device than the cost of a new AirPort.

If you have an Apple Store in your area, take the AirPort in and let the Apple folks take a look.

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Answer 5

augustye Author

Level 1

8 points

Nov 14, 2018 5:01 PM in response to Bob Timmons

It works!

I did the "Off (Bridge Mode)" setting and plugged it into one of the three <--> ports and it functions normally after restart.

So does this mean the "O" port is broken, and AE is using that "<-->" LAN port as "O" port now? I do have a few other things (ATV, Xbox etc) connected to the AE, can I still connect them to the other "<-->" ports? Or I should leave them free in case this "<-->" port fails later...?

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Answer 6

augustye Author

Level 1

8 points

Nov 14, 2018 5:44 PM in response to Bob Timmons

I see. Perhaps I still need Apple to repair that broken port -- it was bought 2+ years ago, but I do have valid AppleCare on two of my Macs, hope that Apple will fix the AE for free...

Thank you so much for your great help and advice!

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Answer 7

Nov 14, 2018 5:57 PM in response to augustye

I still need Apple to repair that broken port -- it was bought 2+ years ago, but I do have valid AppleCare on two of my Macs, hope that Apple will fix the AE for free...

Apple does not offer repairs to the AirPort Extreme since they consider it and other AirPort models to be sealed units.

Since you have AppleCare in effect, Apple should replace the AirPort Extreme with a refurbished AirPort free of charge if they can verify that the AirPort is less than 3 years old.

Check with Apple Support to get the process started.

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Answer 8

augustye Author

Level 1

8 points

Nov 14, 2018 6:25 PM in response to Bob Timmons

Thank you... It was bought within 3 years, but my original one broke in 1 year and the current one is already a replacement from Apple.

Interestingly, I was curious enough and tried to connect my MacBook to the "O" port--and it works. Then I went ahead to switch the ethernet cable back to the "O" port so it connects to the wall port, and the AE still works. I don't want to switch the Bridge Mode back to DHCP and NAT in AU setting and mess things up again, but was wondering the "O" port is probably not really defective.

I did a search online---according to this article below, I start to guess that my ISP changed their setting yesterday so that our router behaves like a secondary router in this building, and Bridge Mode on AE avoids the IP assigning work. I don't know if this is the case, but I always see my neighbors' Apple TVs when I open AirPlay on my phone, like we were all connected to the same router, although that didn't affect my use when AE was set to the default DHCP and NAT before...

https://computers.tutsplus.com/tutorials/airport-utility-explained--cms-19510

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Answer 9

Nov 14, 2018 6:37 PM in response to augustye

I do not know what Apple's policy might on a device that has already been replaced, so you would need to get with Apple Support for clarification on that.

If you try the DHCP and NAT setting, you will likely see a Double NAT notice. That is a network error that should normally be avoided if possible.

There might be an exotic way to set up the AirPort using the DHCP Only setting, but I have not tested that out with a connection like you have. Maybe another user can offer some advice on using that setting.

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AirPort Extreme cannot connect to Internet while direct ethernet connection works

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