PAGE CONTAINS INACCURATE INFORMATION - UNDER CONSTRUCTION AS OF 9/2020 ETA to completion 6/2025

If a customer is calling in with no internet you must first accurately asses if their radio is online. If you can ping or login to the radio, then the problem is most likely local. This should be the very first thing you check for when someone is calling in with down service

Common causes for down radios in order of most common to least common

• No power to radio
• Tower/AP is down - check the aplist
• Radio itself has died (rare)

If you have verified the radio is online, the issue is most likely local (from the POE to the router)

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

• Router offline
• Router is not configured (factory default settings)
• Wrong MAC address in Powercode
• Bad Ethernet cable
• Bad Ethernet port on router or radio (rare)

Quickly identifying where the issue is crucial for resolving the issue in a timely matter.

Log in to Radio If you are able to pull up the radio log in, it is likely an issue on the customer's end and the next step is to have the customer bypass to check for a connection.

Note: Most (eventually all ) ePMP radios will have this login format: https://XXX.XXX.XXX.XXX:9443. The IP address of the radio will be found on the customer account

• Username: admin
• Password: QZMm7wWaMxhJ8sag

Issues For Logging In If you can see in Powercode that the radio is up and the latency monitor is working, try these steps if you are unable to log in to the radio. Be sure that you have removed the “s” from the https in the address bar.

Powercode should not be your go to resource for whether or not the customer is up. Some equipment configurations do not show as being “up” in Powercode. If there was previous successful monitoring of the equipment, and is now showing down, then is is likely that the equipment is actually down.

If the entire graph shows the radio being down for extended periods of time, the monitoring function is likely not available on that radio, and should not be used to gauge radio function.

Simplest thing you can do is check Ctools to see if any towers are reporting offline. When you login click on the monitor and manage tab and then select the default tab to see all the towers. Find the tower you are looking for and hit the drop down arrow and verify all the APs are online for that specific tower.

Click here to accessCtools

Do NOT simply assume the customer is on a tower that may be showing an outage. Verify that they have an IP address assigned to their equipment for that specific tower. You can tell what tower a customer is on (not a specific AP unfortunately) but looking at the first few letters of the IP Address block (see below)

-Verify outlet has power and POE light is on

-Unplug POE for 30 secs (then plug back in)

-Watch Latency Monitor (when available) for response (2 mins)

-Check Radio Log in

-Verify all cabling is correct (have the customer tell you what is plugged in where, and correct as needed)

- Unplug cable in POE/Gigabit Data+Power port have cust verify “clicks back into place”. Watch latency again for response. If the radio comes back up after doing this have the customer lightly “tug” on the cable. If the radio goes back down, have the cust reseat the cable one last time and advise them that a tier 2 technician will call them during regular hours to schedule a service call for the cable.

-Check radio log in one last time

If the cabling has been verified to be correct and the radio does not come back up after reseating the POE cable reach out to admins in slack and see if they can help. If no response advise the customer that you will create a ticket for administrative review and that they will be contacted back during regular business hours (M-F 9-5).

Be sure to reinforce with the customer to only reboot their CPE when they have called in and are talking with a technician. Some radios if rebooted consecutively will revert to a manufacture default, and the customer will not have service until a technician is available for a service call.

If the Radio is online and they do not have service, there is most likely an issue with the cabling, the router or the MAC address in Powercode is incorrect

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 into the radio and look at the main page.

On the Home page, check the “Ethernet Status” to verify cabling. Ideally, this should be 1 000 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 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 (see below)

The majority of radios on Intellipop's network need 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.