If the equiment section lists a customer owned equipment IP you will have to update the MAC address to add a new router or perform a bypass.

Select “Monitor” then “Network” the MAC address of the device connected to the POE will be listed in the LAN field.

Click on “more” next to the public IP in Powercode (not the internal 10.x.x.x address), Edit Device and select Modify MAC. Don't forgot to save the current router MAC in the notes section before updating if you are bypassing, to save yourself a step later on. Save the new MAC address and have the customer re seat the ethernet cable in the laptop to request an IP. The customer should now be connected.