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tech:inbound_down_ubnt

Down Ubiquiti

Quick Check: Common Causes of Down Radio

  • Outage
  • Radio not receiving power (POE Not plugged in correctly, bad cable, GFI outlet tripped)
  • Cables in the POE are loose and not getting a solid connection
  • Cables are not plugged in properly

Checking The Tower

Go to Network Sites and look for red down equipment for the following towers.

  • OR-A
  • PR-A
  • PR-B
  • SF-A
  • SV-A
  • SV-E

If anything shows red and down equipment for the above towers only, reach out in slack and @Aaron.

If they are all green and show no down equipment continue below

Power Cycling The POE

Confirm the POE has power and that the cables are plugged into the correct ports.

  1. Ethernet Cable going to the router wan port should be plugged into the Lan port of the POE.
  2. Cable going to the radio should be plugged into the POE port on the POE.

Have the customer unplug the POE for 30-60 seconds. While it is unplugged (green light is out) have them reseat the cables into the POE one at a time to make sure they have a solid connection while it's unplugged. Once verified, have the customer plug the POE back in. The equipment should come back online within 2 minutes if this fixed the issue.

If the Tower and AP are online but the radio remains down after the above troubleshooting you will want to begin the Escalation Procdeure.

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

Need help escalating the issue? Click here Escalation Procdeure

Need to go back to the main Ubiquiti troubleshooting page? Click here Ubiquiti

tech/inbound_down_ubnt.txt · Last modified: 2024/10/02 02:50 by 127.0.0.1

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