Network Diagnostics

Here to help you restore your connection

I have Yellow Triangle on my network icon, what does this mean?

This yellow triangle indicates that there is no internet upstream from your computer.  This could mean that your wireless router is not working properly or has lost connection to our system.

Here are a couple quick steps to try and restore service.

1: Check all the cables.  Find out what type of POE you have.  It will be either a “little white box”, a “little black box”, or a “little black cube”.  Make sure that the cable coming from outside is being plugged into the CPE of the little white box, the POE of the little black box, or the “To Radio” of the little black cube.  Now make sure the other end of your POE is being plugged into the router on the “WAN”, or “Internet” port.

Check Internet Service, If none then proceed to next step.

2: Reboot the router. (Unplug the power cable for 5 seconds and plug it back in)

Check Internet Service, If none then proceed to next step.

3: Reboot the POE (this is the little white box, little black box, or the little cube)

If there is still no internet connection please contact us for further support.

I have a Red X on my network icon, what does this mean?

This indicates that your computer is not actively connected to any device either with a cable or wireless.

A.  Cabled Network

If you computer is plugged in check the cables that are going between your computer and your router and make sure they are plugged in and not damaged.

If they are not damaged try rebooting both your computer and your router.

If this does not solve your issue there may be either something wrong with the router or with the computer.  Please contact us for further support.

B. Wireless Network

If your computer is wireless make sure your router is powered on and check your “available wireless networks” to see if you see your SSID being broadcasted.

If the SSID is not being broadcasted reboot the router and/or your computer.  If this does not solve the issue there may be something wrong with the router or your devices WiFi has been turned off.

If the SSID is being broadcasted and it will not allow you to connect to it, reboot the router and/or your computer.  If this does not solve the issue there could be a multitude of issues.

  • 1: It could be the password you are entering in is incorrect.
  • 2: Your router is not functioning properly anymore.
  • 3: The device you are trying to connect is damaged.

If you are still having issues with your computer connecting to your router please contact us.

What is a PING and what does it do?

‘Ping’ (‘ICMP Echo request’) is a simple command that may be issued from the DOS Command Prompt (Start/Programs/Command Prompt). Ping tells you if you can contact an IP address. Basically it sends a small message to another computer which causes the receiver to echo back the same message (the message pings forward and back). Ping is the simplest and most useful diagnostic tool to become familiar with and well worth spending a few minutes experimentation. To use Ping

Run a command prompt (sometimes called a ‘DOS box’) (Start/Programs/Command Prompt)
Type ping xxx.xxx.xxx.xxx (where xxx.xxx.xxx.xxx is the IP address that you want to check) followed by ENTER. You can also use a URL with a ping e.g. ‘ping www.google.com’ but this means the DNS service must be working.
If the ping works (you have successfully sent a message to the remote computer and received a response) you should get up to 4 replies of the form

Reply from xxx.xxx.xxx.xxx: bytes=32 time=yyms TTL=zz

Where xxx.xxx.xxx.xxx is the IP address that is responding, yyms is the time (yy) in milliseconds (ms) that the ping took and zz can be used to calculate the number of routers that it passed through on its journey.

If the Ping failed you will see a message like:

Request timed out

Host unreachable

Network unreachable

Or something similar which indicates a fault somewhere in the network. Note the failure message and contact us.

I get an error from my browser when I try and reach a web site?

There are three possible causes of this problem:

A. The web site is off the air or otherwise unreachable.

Can you get to other web sites? If so, then the problem lies with that paticular web site. You have to wait and keep trying, it may be down or busy.

B. The DNS server is not available or reachable.

Try ‘ping www.coool.ca’ If this works you are connected to the Internet and your DNS works so it is the web site or the backbone internet connection . If not try ‘ping 10.30.0.2’ if this works then you are connected to the internet but the DNS is not working. Check your network settings (Start/Settings/Control Panel/Network then the ‘Protocols’ tab, then select TCP/IP and click ‘Properties’. Select the DNS tab and check that the values are as defined here if not update them to reflect these entries (you may need to restart your PC). If they are change the same issue a ‘ping’ to them both and if one works make sure it is the first in the DNS list (few browsers actually try anything but the primary DNS). If both fail you may not be connected to the internet so contact us.

C. You are not connected to the Internet.

If a ping to any of the DNS does not work then you may not be connected to the Internet (which may be your connection or it may be your local LAN)

Still can’t find a solution?
Call Support @ 780-882-6623 OR create a ticket here.