Support Guidelines

Support Call Guidelines for Basic Troubleshooting

Policy & SOP

Author: Mark Will, Andrew Jones        

Date: August 2024

Updated: October 2024

Call Pick-Up Introduction:

Answer the initial customer call

• Introduce yourself
• Confirm the customer account and address

What is the Overlying Issue:

• Ask what the main issue they’re facing is.
  • Completely down?
  • Slow speeds?
  • Something else?

Completely Down:

• If completely down, check their equipment list in PowerCode to see if the radio is down.
• If radio inaccessible
  • Try to access it by clicking on the IP address
  • If unable to access, instruct CX to go to their router and find the PoE.
  • Have them check the light on it and ensure it is on.
    • If off, could be faulty wall outlet or dead PoE
    • Is it blinking / flashing?
      • If yes, could be short in cabling
  • then power cycle and see if there’s any change.
    • Have them watch the light as they unplug the PoE from power, does it drain very quickly or over time?
      • If quickly, radio is still drawing power. – Might be alignment, Schedule SC
      • If slowly, no power to radio. – Schedule SC
  • If no change after power cycle, ensure cables are in proper locations.
    • Cable going out to radio in PoE/power port, cable to router in Gigabit Data/LAN port.
  • If everything is correct and they’re still down, try to replace PoE first, if they recently got a new PoE or just want a SC, work on a service call.
• If radio accessible:
  • Check Main Ethernet Interface under Device Information
    • Ensure it is at 100Base or 1000Base
    • If not, cable or port issue, try new port in router other than WAN port.
    • If new port does not work, try a new cable.
    • If new cable doesn’t work, may be an issue with PoE or router
      • Try to bypass the router, plugging any device with an ethernet port in direct to the PoE to see if we get a link
      • If they have a newer router (less than 1 year old), replace PoE first
      • If they have an old router, instruct them to try a new router first
  • Check if a router is getting an IP
    • Go to statistics, check the bridging table.
      • There should be at most 3 entries.
      • If more, cable from PoE likely in a LAN port, rewire to WAN
        • Could also be a new router in ap/bridge mode
    • If nothing in bridging table, radio is NAT’d
      • Check NAT DHCP, should be 1 entry. If none, no router detected.
        • Back to potential PoE / cable / router issue. 

Slow Speeds:

• Radio is online and everything is connected, but speeds are slow
  • Log into the radio and check the capacity of the link
    • Go to tools, link capacity test
    • Link test mode: Link Test without Bridging
    • Duration: 5 seconds
      • No other settings should need to be changed
    • Ensure that the link test shows speeds that are higher than their current package plan in powercode.
      • If lower, a service call may be needed, start getting one set up w/ CX
    • If the link test looks good but they still have issues, try to have them bypass the router by plugging a device with an ethernet port in directly to the PoE and running a speed test on the device.
      • Direct them to speedtest.net
    • If all of the above has been done and there are still issues, escalate the issue to L2 / Engineering, and open a ticket to make sure we let them know once we have looked into it
  • Before sending a service call, ensure that the customer is not listed “AS-IS” anywhere

Something Else:

• Try to gather as much information as you can, and see if there is a simple fix.
  • When all else fails, power cycle PoE / Router
  • If there are still issues, gather info and submit a ticket, let the CX know we’ll reach back out when we have more information.

• If you are unable to resolve any issue in a reasonable amount of time, let the CX know we will look into it asap and give them a call back when we can.

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