Cannot Connect with any devices

Last updated 3 years ago First published 17 February, 2017

Decision Tree for Troubleshooting Wireless Connection

internet English Rating: ALL ages Shortest path: 3 nodes Longest path: 28 nodes Possible solutions: 61
Transcription
  • Is the account active? Yes. No.
  • Billing issues?.
  • Is the radio online? No. Yes.
  • Can the customer browser a couple minutes after you have them power cycle the radio? (How to). No. Yes.
  • Solution.
  • Does the customer have a router? Yes. No.
  • Can the customer get online after you power cycle the router? No. Yes.
  • Solution.
  • Can the customer browse after you have them restart their device? No. Yes.
  • Solution.
  • Can the customer browse after you have them bypass the router and then power cycle the PoE again? No. Yes.
  • Solution.
  • Can the customer browse after you get them to clear their cache, and remove any proxy settings? Yes. No.
  • Try additioanal steps or escalate ticket.
  • Solution.
  • Is the PoE connected to the Ethernet port on their device? Yes. No.
  • Can the customer browse after they power cycle their device? Yes. No.
  • Solution.
  • Try additional steps or escalate ticket.
  • Can the customer browse a couple minutes after you get them to connect the PoE to their device and then power cycle the PoE? No. Yes.
  • Solution.
  • Try additional steps or escalate ticket.
  • Is the radio's power supply plugged in with the light lit steady? No. Yes.
  • Is the radio connected to the PoE? Yes. No.
  • Does the radio come online a couple minutes after you have the customer power cycle the radio? No. Yes.
  • Can the customer get online now? Yes. No.
  • Solution.
  • Does the customer have a router? Yes. No.
  • Can the customer get online a couple minutes after you have them power cycle their router? No. Yes.
  • Solution.
  • Can the customer get online a couple minutes after you have them bypass the router and then power cycle the radio? Yes. No.
  • Solution.
  • Is there a LAN link between the radio and the device it is plugged into? No. Yes.
  • Can the customer get online with that device? No. Yes.
  • Solution.
  • Do they have an alternate device with an Ethernet port they can test with? No. Yes.
  • Try additioanl troubleshooting or escalate ticket.
  • Can the customer get online with the alternate device? Answer. Yes.
  • Solution.
  • Yes.
  • Do they have an alternate device with a Ethernet port they can test for a LAN link with? Is there a LAN link between the radio and the device?. No.
  • Try additioanl troubleshooting or escalate ticket.
  • Can they get online with that device? No. Yes.
  • Solution.
  • Escalate Ticket.
  • Can the customer get online now? Yes. No.
  • Solution.
  • Escalate Ticket.
  • Is the radio connected directly to their device? Yes. No.
  • Can they get online after you power cycle the device and radio again? No. Yes.
  • Solution.
  • Try additioanl troubleshooting or escalate ticket.
  • Can they get online a couple minutes after you connect the radio directly to their device and power cycle the device and then the radio? No. Yes.
  • Solution.
  • Is there a LAN link between the radio and the device? No.
  • Test with alternate device if they have one and then escalate a ticket if they still can't get online.
  • Does the radio come online a few minutes after a second power cycle and double checking that it is connected to the power supply and the light on the power supply is lit? No. Yes.
  • Escalate a ticket.
  • Can the customer get online? No. Yes.
  • Solution.
  • Does the customer have a router? Yes. No.
  • Can they get online after you have them power cycle the router? No. Yes.
  • Solution.
  • Can the customer get online after you bypass the router and connect the radio directly to a device and then power cycle the radio? No. Yes.
  • Solution.
  • Is there a LAN link between the radio and their device? Yes. No.
  • Escalate a ticket unless you think additional troubleshooting should be done.
  • Can the customer get online after you have them restart their device? No. Yes.
  • Solution.
  • Does the customer have another device they can test with? Yes. No.
  • Escalate a ticket unless you think additional troubleshooting should be done.
  • Can the customer get online a few minutes after they connect the radio to this other device and power cycle again? Yes. No.
  • Solution.
  • Is there a LAN link between the radio and the device? Yes. Can they get online with that device?.
  • Can they get online with that device? No. Yes.
  • Solution.
  • Escalate Ticket.
  • Can the customer get online now? No. Yes.
  • Solution.
  • Escalate Ticket.
  • Is the radio correctly connected to the Ethernet port on their device? No. Yes.
  • Is there a LAN Link? No. Yes.
  • Solution.
  • Escalate Ticket.
  • Can the customer get online now? No. Yes.
  • Solution.
  • Can the customer get online after restarting their device? No. Yes.
  • Solution.
  • Test with an alternate device or escalate a ticket.
  • Can the customer get online a few minutes after connecting the radio to their device and power cycling the radio? Yes. No.
  • Solution.
  • Can the customer get online after restarting their device? No. Yes.
  • Solution.
  • Is there a LAN link between the radio and the device? No. Yes.
  • Can the customer get online after you help them check to make sure their settings are correct on the device? No. Yes.
  • Solution.
  • Test to see if they can get online with another device of escalate a ticket.
  • Is there a lan link with when you connect the radio to an alternate device? No. Yes.
  • Escalate Ticket.
  • Can they get online now? Answer. Yes.
  • Solution.
  • Solution.
  • Escalate Ticket.
  • A couple minutes after connecting the radio to the PoE does it come online? Yes. No.
  • Can the customer get online? No. Yes.
  • Solution.
  • After power cycling the customers devices including their router if they have one can they get online? No. Yes.
  • Solution.
  • Does the customer have a 3rd party router? Yes. No.
  • Try additional troubleshooting or escalate ticket.
  • Can the customer get online a couple minutes after they bypass the router and connect the radio directly to a device and then power cycle the radio? No. Yes.
  • Solution.
  • Try additional troubleshooting or escalate ticket.
  • After waiting a couple minutes does the radio come online? Yes. No.
  • Escalate Ticket.
  • Can the customer get online? Yes. No.
  • Solution.
  • Is there a LAN link between the radio and their device? No. Yes.
  • Escalate ticket unless you can establish a LAN link and get customer online.
  • Can the customer get online now? No. Yes.
  • Solution.
  • Are the device settings correct? (DHCP, No Proxy, ect). Yes. No.
  • Escalate Ticket.
  • You may assist with device settings if you know how otherwise escalate ticket.
  • Is the light on the radio power supply flashing? Yes. No.
  • Escalate ticket since a work order may be requred.
  • Does the light come on when you disconnect the radio from the power supply? No. Yes.
  • Escalate a ticket since a WO might be requred.
  • Does the power supply light come on when you try an alterate power outlet? Yes. No.
  • Explain the outset that the powre supply was plugged into does not seem to be working and check to see if customer can get online.
  • Escalate ticket as the customer may need a new power supply.