Based on the diagnostic procedure it has been determined the device is working properly but cannot “see” the wireless router. The problem may lie in the router itself.

Note: Depending on your Internet Service Provider (ISP) your modem and wireless router may be one unit. Additionally, the ISP may have provided the router/modem as part of their service.

The following items may assist in resolving your issue:

• If a separate wireless router is used, try connecting your device directly to your modem using an Ethernet cable. If this resolves the issue, you may be experiencing a problem with the router. Some wireless routers are not compatible with some cable modems. Check with your ISP for compatibility.
• Check for loose connections or damaged cables connecting the router/modem.
  • Check the coaxial cable for the router/modem (all-in-one unit).
  • Check the Ethernet cable between the modem and the router (if one is used).
  • Check the USB cable between the modem and the router, (if one is used).

If your problems persist, please contact your router/modem manufacturer or ISP directly (depending on who provided the router/modem).