Quick Check: Common Causes of Down Radio

• Outage
• Radio not receiving power (POE Not plugged in correctly, bad cable, GFI outlet tripped)
• Cables in the POE are loose and not getting a solid connection
• Cables are not plugged in properly

This will be done through Ctools.

1. Open Ctools and go to the “Monitor and Manage” page, (Icon that looks like a monitor with a wrench on it.)
2. Enter the CUID into the search bar and click on the CID that pops up (CID=CUID)

Hover over the map on the dashboard for that CID to check what tower it's connected to. You can also look to the right of the map and see link CID to HHXX Example below is on HH45

Once you know what tower the customer is on look at the list of sites on the left side of the screen, (CID=Customer, HH=Tower) The tower in the example below is currently online. You can open the DN(Distribution Node)to confirm that it is online by clicking on the HHXX DN on the left.

If the tower is up you will want to continue troubleshooting at Power Cycling The POE

If the tower is down you will want to reach out in Slack immediately. Below is an example of how a down tower will appear in Ctools. Keep in mind in the example only one tower is down.

Confirm the POE has power and that the cables are plugged into the correct ports, light should be lit up blue on the POE.

1. Ethernet Cable going to the router wan port should be plugged into the 1GbE Lan port of the POE.
2. Cable going to the radio on the roof should be plugged into the 15 W 56 V POE port on the POE.

Have the customer unplug the POE for 30-60 seconds. While it is unplugged (blue light is out) have them reseat the cables into the POE one at a time to make sure they have a solid connection while it's unplugged. Once verified, have the customer plug the POE back in. The equipment should come back online within 2 minutes if this fixed the issue.

If the Tower and AP are online but the radio remains down after the above troubleshooting you will want to begin the Escalation Procdeure.

Need to create a ticket after the call? Click here Ticketing Procedure

Need help escalating the issue? Click here Escalation Procdeure

Need to go back to the main CnWave troubleshooting page? Click here Cambium CnWave