Wimax (FWA)

Last updated 4 years ago First published 05 July, 2017

Wimax Troubleshooting guide

Work,Computers English Rating: ALL ages Shortest path: 3 nodes Longest path: 19 nodes Possible solutions: 14
Transcription
  • Have you validated the customer? Yes. No.
  • Complete validation..
  • Have these 6 Pre-checks been completed? 1. Subscription is Active? 2. Xplornet Activation has been completed? 3. Customer not in Limited State? 4. Tech Alerts seen? 5. Portal has been checked for outage listings? 6. Nothing in NAL (Network Awareness List)? No. Yes.
  • Complete Pre-checks.
  • In Subscription sidebar, click 'Refresh Stats'. Does it pass QoI i.e. Is there a green tick on the sidebar? Yes. No.
  • Try the following steps in order, and see if the customer can browse after each step? 1. Powercycle Router 2, Bypass the router and connect modem directly to PC 3. Powercycle the modem and PC 4. If still customer cant browse complete 'PC troubelshooting' 5. If still customer cant browse complete, call SST Tech. Done with all above steps.
  • Follow SST instructions and close case.
  • Within the sidebar, click on StarQuality. Log onto StarQuality username: Xplornet password: support Use Customer's MAC address and see graphs (historical trending) Is the trending Acceptable or Degraded? Degraded trending. Acceptable trending.
  • 1. Check for Radio Obstructions 2. Check for Weather event 3. Check for Network Outage on the dates ofdegraded trending 4. Power cycle modem 5. Check if recent work order, reach out to validation to seek progress on it. 6. IF none of the above helps, truck roll (record location of installation and height of radio for installer).
  • Is the modem currently online (receiving values), or offline (no values)? Modem is online. Modem is offfline.
  • For FWD, CPE 7000, ZyXEL, Huawei: Powercycle the modem, refresh and recheck QoI values in sidebar. For CPE 3000, CPE 6000: Perform CAPL Scan, refresh and recheck QoI values in sidebar. Do you have a green tick or red cross in the QoI sidebar now? Green Tick. Red Cross.
  • Customer should be able to browse now.
  • 1. Check for Radio Obstructions 2. Check for Weather event 3. Check for Network Outage on the dates ofdegraded trending 4. Power cycle modem 5. Check if recent work order, reach out to validation to seek progress on it. 6. IF none of the above helps, truck roll (record location of installation and height of radio for installer).
  • 1. Check power connections to modem 2. Check cable connections to modem 3. Check for Radio Obstructions (snow, debris, etc.) 4. Check for Weather events 5. To get the customer to login to their modem, check to confirm if they are with or without static IP? Without Static IP. With Static IP.
  • Directly connect CPE/modem to PC and manually configure the Local Area Connection with the following: Static IP: 192.168.209.x (x cannot = 1) Default Gateway: 192.168.209.1 Subnet Mask: 255.255.255.0 Now get the customer to type the following in address bar: 192.168.209.1 Identify which modem the customer is using from StarQuality and follow the same steps as if there was no Static IP.
  • Get the customer to type the following in address bar: 192.168.209.1 Identify which modem the customer is using from StarQuality. Which modem is it? CPE 6000. CPE 3000. FWD 3500.4/2500. CPE 7000. ZyXel/Huawei/ HES-319M.
  • 1. Login using username: admin & password: xplornet4g 2. Click on Mobile Networks > Basic Status tab 3. Click 'Auto' button at the bottom 4. "State" will take 2 minutes to display this pattern: Device Unit > Scanning > Searching > Network Entry > Connected 5. Once that is done, ask customer for the following: i) State: ii) Serving BSID iii) CINR/ CINR1/ CINR reuse 1 iv) RSSI 6. Check BSID in Business Portal. Copy results in case. If "no results found" complete powercycle and escalate to TSS-A 7..
  • 1. Login using username: subscriber & password: xplornet4g 2. Click on Wimax Status tab on the left 3. Click 'Auto' button at the bottom 4. Advise the customer that "State" should take 2 minutes to say 'Connected'. It will display the following pattern: Device Unit > Scanning > Searching > Network Entry > Connected 5. Once that is done, ask cutomer for the following: i) State: ii) Serving BSID iii) CINR/ CINR1/ CINR reuse 1 iv) RSSI 6. Check BSID in Business Portal. Copy results in case. If "no. Red Cross. Green tick.
  • 1. Check for Radio Obstructions 2. Check for Weather event 3. Check for Network Outage on the dates ofdegraded trending 4. Power cycle modem 5. Check if recent work order, reach out to validation to seek progress on it. 6. IF none of the above helps, truck roll (record location of installation and height of radio for installer).
  • Is the modem online or offline? Modem is Offline. Modem is Online.
  • Customer should be able to browse.
  • If a powercycle or CAPL scan does not brinmg modem online and it is stuck in Network Entry (Network Operator: 302131) or BSID (no results found), call SST Tech to confirm network status.
  • 1. Login using username: admin password: xplornet4g 2. Click on Wimax Status tab on the top 3. Click 'Auto' button at the bottom 4. Advise the customer that "State" should take 2 minutes to say 'Connected'. It will display the following pattern: Device Unit > Scanning > Searching > Network Entry > Connected 5. Once that is done, ask cutomer for the following: i) State: ii) Serving BSID iii) CINR/ CINR1/ CINR reuse 1 iv) RSSI 6. Check BSID in Business Portal. Copy results in case. If "no results. Green or Red.
  • Go back in this flow chart, and choose CPE 3000, and follow the same instructions for CPE 6000.
  • 1. Login using username: admin & password: xplornet4g 2. Click on Mobile Networks > Basic Status tab 3. Click 'Auto' button at the bottom 4. Advise the customer that "State" should take 2 minutes to say 'Connected'. It will display the following pattern: Device Unit > Scanning > Searching > Network Entry > Connected 5. Once that is done, ask cutomer for the following: i) State: ii) Serving BSID iii) CINR/ CINR1/ CINR reuse 1 iv) RSSI 6. Check BSID in Business Portal. Copy results in case. If "no. Green or Red.
  • Go back in this flow chart, and choose CPE 3000, and follow the same instructions for FWD 3500/2500.
  • 1. Login using username: username: admin & password: 4gcontrol 2. Click on System Status tab 3. Click 'Auto' button at the bottom 4. Advise the customer that "State" should take 2 minutes to say 'Connected'. It will display the following pattern: Device Unit > Scanning > Searching > Network Entry > Connected 5. Once that is done, ask cutomer for the following: i) State: ii) Serving BSID iii) CINR/ CINR1/ CINR reuse 1 iv) RSSI 6. Check BSID in Business Portal. Copy results in case. If "no results. Green or Red.
  • Go back in this flow chart, and choose CPE 3000, and follow the same instructions for ZyXEL, Huawei.