Please be sure to check out the Home Network page as well. In effort to help everyone create a more stable work connection, we've broken out the specific information we have collected regarding the different types of Home Network setups and the best way you can setup your Home Network to ensure a stable connection to our systems.
Bridging Out a Modem
If you have been directed to this page, it means that we think that bridging out your Gateway (modem/router combo) might help resolve some of your connection issues. To better make sense of what "bridging out" a modem means, it's best if we explain a little bit about Home Network Setups.
Note: We're not guaranteeing that this will resolve your issue, but based on your symptoms, bridging out your modem is very likely to help you. Also, before one of our technicians can refer you to this page, your issue, symptoms and details are reviewed by a supervisor.
Without getting too far into the details, when it comes to a typical Home Network, there are two standard modem types:
- Modem - A device that converts a signal from a carrier (e.g. your ISP) into a signal that your PC can then use to provide you with an internet connection. In other words, a plain modem just provides the connection and nothing else (like routing, security, etc).
- Gateway - Think of a Gateway as a modem/router combination. It has the modem functionality that you need in order to get online, but it also has routing (NAT) functionality, security (firewalls), etc.
How can I tell which one I have? If you are unsure if your modem is a gateway or not, you can contact your ISP or try using Google to find out.
Typical Home Network Setups
There are dozens of ways to setup a Home Network, but for the purposes of this page, we'll explain the three most common:
- Modem --> PC: In this setup, there is a plain modem connected to a single PC using either an ethernet cable or USB cable (Workbooth requires NAT'ing, so if this your setup, you will not be able to work well with Workbooth).
- Gateway --> PC: If you have this setup, it means that your PC is plugged directly into the Gateway with an ethernet cable.
- Gateway --> Router --> PC: While it is not recommended to connect this way, some users do (and will have issues, especially with Double-NAT) include a router between a Gateway and a PC.
Bridge Mode Explanation
While Gateways tend to be fine for most home users, they can sometimes be problematic for Work-From-Home people who rely on things like a stable VPN connection to connect to their workplace. Most common issues are poor routing capabilities (NAT'ing), NAT Table issues and security software that conflicts with VPN's and work applications.
Typical issues we see with Gateway's:
- Random Disconnects: Out of nowhere, your connection to the VPN will just disconnect. You have your connection tested and everything appears just fine. Log back into the VPN and after a little bit you disconnect again.
- VPN Won't Connect: Same as above, you attempt to connect to the VPN and the connection fails.
- VPN Connects, Applications Won't Load: You get a message that you are connected to the VPN, but some/all of your applications won't load.
Below is a list of some of the more common gateways that we recommend get bridged out. This isn't a complete list, but it covers the gateways that we most commonly see issues with where bridging them out helps.
- 2wire (any model)
- Westell 6100 & 7500
- Siemens (any model)
- Ubee / Ambit (any model that is a gateway)
- Motorola 2210 & 3347
- Embarq 6600
- Netgear (any gateway/model)
When you bridge out a Gateway, you remove the extra capabilities and leave yourself with just a plain modem. You would then need to add a 4-Port Broadband Router between the bridged-out Gateway and your PC.
Getting Your Gateway Bridged Out
First, in preparation, you should either have or go purchase a 4-Port Broadband Router. Then, you need to contact your ISP and have them walk you through bridging out your modem and setting up your router. For the most part, it is that simple. Once the modem is in bridge mode, connect the modem to your router and then connect the PC to your router as well (see below image for an example). Verify your connection works OK in Windows and then try Workbooth.
Typically ISP's will not have any problem helping you bridge out your modem and there are only a few gateways on the market that can't be bridged. In those cases, your ISP can provide a different modem that can be bridged.
Has my gateway been properly bridged out? For DSL, there is an easy test - remove your router and connect the PC directly to the modem. Once done, reboot your PC and the modem. If you can go online in Windows, your gateway has not been bridged out.