Quick Check: Common Causes of No Internet/Down Radio

1. Account Delinquent
2. Radio not receiving power
3. Incorrect MAC address in Powercode
4. Home Network issue (Bad cable/router etc)
5. Outage

The first thing you want to check is if the radio is online and pinging and that the account is not set to Delinquent

Username: admin Password: QZMm7wWaMxhJ8sag

Open command prompt and try to ping the IP of the radio This must be done on a guacamole terminal. Or simply try to log in to the radio. If you can ping the device or log in to the radio the issue is most likely going to be with their home network. If the radio is up continue on this page. If the radio is down and not responding to a ping click here for help.Down EPMP

Common causes for no internet but radio is online, in order of most common to least common

• Router offline - No power
• Router is not configured (factory defaulted) - check if they see their default WiFi name. The router must be configured for service to work
• Wrong MAC address in Powercode - They got a new router or plugged another device in, New Router/Mac Pull
• Bad Ethernet cable - Try a different cable
• WiFi might be disabled on the router(Usually Netgear Routers) - Top of netgear routers have a button that will disable the wifi, one to the left of the WPS button.
• Bad Ethernet port on router or radio (rare)

First, power cycle the router or confirm it has power. If the router has power, have them check to see if their WIFI name shows up or if its a default SSID. Refer to the ideas above and then continue below.

The quickest thing you can check is to see if there is an Ethernet connection between the Radio and the Customers Home Equipment. To check, log in to the radio and look at the main page on the bottom right corner will be labeled Ethernet Status.

On the Home page, check the “Ethernet Status” to verify cabling. Ideally, this should be 1000 Mbps / Full. Some routers will only associate at 100 Mbps, this is uncommon but not likely the cause of the issue.

If you see 10 / Mbps or “Down” This is most likely the cause and you will need to do your best to resolve it

First, verify that the cabling is correct. There is a port labeled “Data” or “Router” on their POE - this cable should be plugged into the WAN/Internet port on their router. If this is verified and you still see Down or 10 / Mbps - try a different cable. If the problem persists, the router may have been factory defaulted. Many routers will not ARP properly unless they are correctly set up, please walk them through this process.

If the router is new or they need to bypass with another device, you will need to Authenticate their MAC address in Powercode New Router/Mac Pull

The majority of radios on Intellipop's network needs the customers unique MAC address of their primary router assigned to their PUBLIC IP address. This can be found on their Powercode account.

The MAC address in Powercode must match the MAC address on the LAN of the radios ARP table.

Need to run a bypass to confirm service is working click hereCambium EPMP Bypass Guide

Need to go back to the main troubleshooting page click here Cambium EPMP

Need help creating a ticket click here Ticketing Procedure

Tried all troubleshooting steps and need help click here Escalation Procdeure