TABLE OF CONTENTS

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Symptoms:

Location does not have connectivity


Typical network setup


Legacy

  • ISP Modem
    • Router: (Cisco RV130, Cisco RV160, TPLink ER605, WTI Failover Router)
      • Network Switch (If applicable) generally big switch or small switches by location.
        • Small Network switch at each system
          • Network devices

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Cloud


  • ISP Modem
    • WTI Router
      • Local HUB (if applicable)
      • Printers
        • Network devices
          • ELO (Ethernet only)
          • Samsung Tablet (WiFi or Ethernet Dongle)

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Step 1: Determine if location has connectivity

  • Use LogMeIn to determine if terminals on site are showing online.
    • LogMeIn offline generally means there is network connectivity loss.
      • Determine if single system or all systems on lmi is showing offline.
      • If all systems, determine if EZDine operations are live.
        • If EZDine operation is working fine, then issue is isolated external to the location as internal network is good.
  • If online, Determine issue. If isolated issue, perform secondary knowledge and troubleshoot accordingly.
  • If all systems showing offline, proceed to step 2.

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Step 2: Power cycle network equipment

  • Power cycle the Modem
    • Reseat the power cord
    • Reseat the ethernet cable
  • Test
  • Power cycle the router
    • Reseat the power cord
    • Reseat the ethernet cables
  • Test
  • Power cycle the Network Switch
    • Reseat the power cord
    • Reseat the ethernet cables
  • Test
  • Power cycled the affected system/device
  • Test
  • Allow 5 minutes for systems to reestablish and check for online functionality.
  • If network in still down, proceed to step 3.

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Step 3: Check network location is set to WORK

  • Ensure the workstation is set to Work as their network location.
  • If there are connection issues, but NIC shows connected, turn off firewall so you can remote in and troubleshoot network settings.

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Step 4: Perform Basic Troubleshooting

  • PING - are you able to PING the affected equipment?
  • CHECK Ip Address - Make sure the equipment is not assigned an address in the PRIVATE IP range. This range includes:
    • 10.0.0.0 to 10.255.255.255
    • 172.16.0.0 to 172.31.255.255
    • 192.168.0.0 to 192.168.255.255
  • Check Server desktop for a Notepad file with assigned IP addresses to get an idea of the network being used
  • CHECK all cable connections. Be sure that they are firmly seated. Have user unplug/replug as needed to ensure proper connection.

  • Does the NIC show any activity (lights blinking)?

  • OTHER tools that may help:

    • Tracert/Traceroute - Whereas PING can help to establish connectivity, TRACERT can help show more specific information about a network....more specifically the route that packets take to their destinations as well as the time it takes to perform each "hop" in milliseconds

    • IPCONFIG - Can be used to find out specific addresses of hosts on a network

    • NSLOOKUP - Can be used to check if DNS is running and working properly. If DNS is not working properly, ODBC cannot resolve using names (ie Server, Kitchen, Back office, etc...)

  • SPEEDTEST.NET - Used to measure network speeds. Can help to determine whether there is congestion/issues on a network.

  • CHECK firewall

  • If devices were power cycled

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Step 5: Enable offline mode and refer to ISP.

  • Assist location with updating their systems into offline mode.
  • Have the location reach out to their Internet Service Provider to determine status of their Internet Connection.

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Additional Resources and Help!

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