Can the customer browser a couple minutes after you have them power cycle the radio? (How to).
Yes. No.
Solution.
Does the customer have a router?
Yes. No.
Can the customer get online after you power cycle the router?
Yes. No.
Solution.
Can the customer browse after you have them restart their device?
Yes. No.
Solution.
Can the customer browse after you have them bypass the router and then power cycle the PoE again?
Yes. No.
Solution.
Can the customer browse after you get them to clear their cache, and remove any proxy settings?
No. Yes.
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?
Yes. No.
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?
No. Yes.
Does the radio come online a couple minutes after you have the customer power cycle the radio?
Yes. No.
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?
Yes. No.
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?
Yes. No.
Can the customer get online with that device?
Yes. No.
Solution.
Do they have an alternate device with an Ethernet port they can test with?
Yes. No.
Try additioanl troubleshooting or escalate ticket.
Can the customer get online with the alternate device?
Yes. Answer.
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?
Yes. No.
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?
Yes. No.
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?
Yes. No.
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?
Yes. No.
Solution.
Does the customer have a router?
No. Yes.
Can they get online after you have them power cycle the router?
Yes. No.
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?
Yes. No.
Solution.
Is there a LAN link between the radio and their device?
No. Yes.
Escalate a ticket unless you think additional troubleshooting should be done.
Can the customer get online after you have them restart their device?
Yes. No.
Solution.
Does the customer have another device they can test with?
No. Yes.
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?
Can they get online with that device?. Yes.
Can they get online with that device?
Yes. No.
Solution.
Escalate Ticket.
Can the customer get online now?
Yes. No.
Solution.
Escalate Ticket.
Is the radio correctly connected to the Ethernet port on their device?
Yes. No.
Is there a LAN Link?
Yes. No.
Solution.
Escalate Ticket.
Can the customer get online now?
Yes. No.
Solution.
Can the customer get online after restarting their device?
Yes. No.
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?
Yes. No.
Solution.
Is there a LAN link between the radio and the device?
Yes. No.
Can the customer get online after you help them check to make sure their settings are correct on the device?
Yes. No.
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?
Yes. No.
Escalate Ticket.
Can they get online now?
Yes. Answer.
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?
Yes. No.
Solution.
After power cycling the customers devices including their router if they have one can they get online?
Yes. No.
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?
Yes. No.
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?
Yes. No.
Escalate ticket unless you can establish a LAN link and get customer online.
Can the customer get online now?
Yes. No.
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?
Yes. No.
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.