Ignite Technical Support Page
With ignite, the troubleshooting procedures you will follow will be generally the same as with any equipment.
YOU WILL NEVER NEED TO LOG INTO THE ACTUAL RADIO, USE THE CLOUD FOR RELEVANT TROUBLESHOOTING DATA
- Cloud URL: https://cloud.ignitenet.com/welcome/login
- GTC Username: techs@ygtc.com
- GTC Password: 64@Wti8&tlo9S2
What is the nature of this call? Click the link to troubleshoot
- Ignite MAC Guide - New router? Get the MAC here and update their Powercode account
- Slow speeds - do a bypass test
- Down radio - hard reboot the CPE for 30 seconds
- Intermittent - check uptime graphs, etc
To gather this data is a little different than other radios which is what this section will cover.
Down Radio
Fairly standard with any other wireless gear. Have them disconnect the power from the POE and wait until the blue/green light is fully out. While unplugged, have them verify that the correct cables are plugged into the right ports. (POE = Radio Ethernet cable, LAN = router cable)
NOTE: WHILE DOING THIS INFORM THE CUSTOMER NEVER TO REBOOT THIS RADIO ON THEIR OWN. IF YOU REBOOT THIS TOO MANY TIMES TOO QUICKLY YOU WILL FACTORY DEFAULT THE RADIO
After 30 seconds of no power, have them power up the POE once again. These radios can take 2-5 minutes to run a ping to the radio until you see it back online.
While this is all occurring, you can log into the cloud and see if their Access Point is online.
note to Aaron - finish this page