|No Internet Connectivity
Interface is down
||If gateway is down, have
customer check physical connection.
and check and edit settings such
as wireless credentials, wireless channel, wireless standard, security mode,
| Slow Internet and / or WAN
SNR, send technician.
Connectivity issues, then navigate to
and check each LAN Host for
warning icons and drill down to LAN Hosts screen to check connectivity and IP
address. If ping is unsuccessful, ask customer to check cable or plug, etc.
|Slow Internet (Wired)
to Speed Test portlet and perform speed test to discover where problem resides.
Monitor Bandwidth Utilization
see what device or application is using too much bandwidth and then shut down
that host or application.
two does not work, then you can customize bandwidth for one device or for an
entire home. Refer to
Set QoS Profiles for more information.
| WAN disconnections /
||Power outages, Device
Version issue, Device stability issue, Frequent reboots
||If there are frequent
reboots then navigate to
Factory Reset /Factory Reset Retain Wireless
|Slow Internet and
||Wireless Signal Issue
||Low Wireless Signal
and choose a
|Can't connect to Wireless
wireless configuration (SSIDs might be disabled following a restart or power
failure. MAC filtering incorrectly configured)
service is disabled due to provisioning failure or no WiFi service enabled in
| Various wireless alerts
(e.g. wireless status, MAC filtering, no advertisement, low security mode,
|| Navigate to
and check and edit settings
such as wireless credentials, wireless channel, wireless standard, security
mode, statistics, etc
|Some applications do not
||Security level is too high
and change security settings
| Known issues relevant to
old software version
||Customer has previous
|| First, navigate to
> and check the
Software Version. Next, navigate to
| Service malfunctioning
(e.g. Internet access interruptions)
|| Incorrect configuration /
Factory Reset /Factory Reset Retain Wireless.
| Customer complains of long
download times or unable to share with other computers
|| Navigate to
and either create or
edit an existing Port Forwarding Rule. Check the UPnP settings if the customer
is unable to share data.
|Customer asks for help with
SCR screens (OpenRG Gateway Device only)
> and help the
customer through the screens.