Note: To pull a Mac for CnWave you need to run the slack command. To pull a mac for Cnwave you have to run a command through slack in call center type /mac-lookup XXXX replace the XXXX with the CUID and it will pull the mac for you. To pull a mac for a HH customer replaced the XXXX with 1. The info will be displayed in slack as shown below. Make sure the mac you are using matches the device they are using.

Add the mac on the customers account in Powercode in place of the current customer owned equipment. Save the current routers MAC address in the Notes section so that you can quickly revert back when you are done with this process.

1: Click on More next to the Public IP equipment in their Powercode Account 2: Click on Edit

• Toggle the “Modify MAC Address” button
• Set MAC Source to Manual
• Paste the MAC of the new device into the MAC Address section

Once this is done scroll down and hit the green save button at the bottom of the screen. The cable may need to be reseated into the router/laptop but it should pull an IP as the MAC has now been authenticated.

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

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

Need help escalating the issue? Click here Escalation Procdeure