With ignite, the troubleshooting procedures you will follow will be generally the same as with any equipment.

If a customer is calling in with connectivity / intermittent issues, we will want to confirm what the customer is seeing on their end. The easiest way to do this is through the Powercode Uptime Graph.

Pull up the customers account in Powercode and click on 'More…' next to the CPE (The 10.X.X.X address)

Click on the Graphs tab and search for the 7 day view.

This is what an ideal connection looks like.

This is what a bad / intermittent connection will look like.

If the uptime graph is bad, further troubleshooting is not necessary.

The usual cause is a poor signal (out of alignment, physical obstruction). At this point advise that the issue is being escalated to a level 2 technician and they will be called back during regular business hours, M-F 9-5

If the radio is up and pigning have the customer bypass the router to verify if there is a connection.

While the customer is setting up bypass, please follow the Ignite MAC Guide on how to pull a MAC address from the radio.

First, click on “more” by their assigned router IP address. This will be the device with the Public IP address.

Once inside, click on “Edit Device”

About halfway down the page you will see a toggle for “Modify Mac Address”. Click this to edit the MAC.

Paste the MAC address of the device they are bypassing with.

NOTE You will want to make sure their router is back online before you are done with the call, copy the existing MAC address to a Notepad or program you like to use before pasting the new MAC address. This will save time after the bypass.

If the radio has been verified to be down (No ping on latency monitor)-

-Have the customer unplug the POE for 1 min. (seriously- time it)

-Clearly tell customer to never reboot CPE unless instructed to do so. They can loose service until a technician can be called out otherwise.

-Plug back in and watch latency monitor

-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 and have cust verify “clicks back into place”. Watch latency again for response.

If the cabling has been verified to be correct and the radio does not come back up after reseating the POE cable, 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).