Tranzeo Troubleshooting
If you have trouble connecting to the Internet through
our
Tranzeo network, here are a couple of things you can try before calling
support...
1. Check the lights
A Tranzeo client unit has a strip of 3 (for a CPE-200)
or 8
(for a TrCPQ) LEDs on the back of the unit. Check and make
certain that at least one of these LEDs is lit up! If there
are no LEDs
lit on the back of the unit, then it is probably not receiving power.
Check the following for loose connections:
- Cable from the outside unit running to the CPE
connector on the white power injector box. Make sure the plug
on
this cable is firmly plugged into the box, and that the connector on
the end of the cable is not pulling loose from the cable.
- Cable from the AC adapter running to the white power
injector box.
- The AC adapter itself. This sometimes gets
accidentally unplugged, or the power strip it's plugged into is
accidentally turned off.
Also check the cable to the outside unit for any cracks
or
breaks, especially in any place where it bends around a corner.
If a cable flexes repeatedly where it bends, it can break.
If the 3rd LED (Power) is lit, but the first or second are not, then we
know that the unit is at least receiving power.
If the
second LED
(LAN) is not lit, first make sure your computer or router (whatever is
connected to the cable running from the
PC side of the power
injector) is turned on. If it is, check
that
cable for loose connections and/or breaks. If the cable is
connected directly to your computer and you have one of the CPE-200
outside units, you may have to purchase a
router
to make the connection work -- the older CPE-200 units tend to be
somewhat finicky about what they connect to, but a router will almost
always be acceptable to it, while some computers and/or network cards
simply won't work directly.
(Like our support laptop!)
If the
first/top LED
(Radio) is
not lit, then the unit isn't receiving a signal from our access point.
Make sure it's pointed in the right direction, and that
nothing
has moved your pole. It's also possible that the access point
you
connect to might be having a problem, so ask about it when you call the
office.
2. Repair The Connection
If (and
only
if) you have a
Windows XP computer connected directly to a CPE-200 outside unit, you
can try repairing the connection. To do this, go to Control
Panel, Network Connections, and right-click on your Local Area
connection, then choose "Repair" from the menu that pops up.
If you have a router, this does not apply because the connection you'd
be repairing is the one between your computer and your router, not the
connection to our network. Also, if you have a TrCPQ outside
unit, this does not apply, because the TrCPQ itself acts as a router.
3. Grandma's Home Remedy
If all the LEDs look okay but you still can't connect, there's one
other simple thing you can try before calling us -- and it solves
probably 75% of the problems we get calls about. Quite
simply,
turn it off.
No, really. Turn
everything
off -- your computer(s), your router (if any), and the Tranzeo outside
unit. Then wait 30 seconds or so. Then turn them
back on.
Now, when you turn them back on, you need to do it in a specific order:
from the
outside in. A typical Tranzeo setup will look
something like this:
When you go from the outside in, you'll power up the Tranzeo unit
first. Wait 30 seconds or so for it to get its bearings.
Then, if you have a router, power
that
up next and again, wait 30 seconds or so for it to settle down.
Then, power up any computers connected to the router (or, if
you
don't have a router, go ahead and power up your computer).
If Grandma didn't help, then you'll definitely have to call support.
(Or email -- remember, you have dial-up access as well, just
for
situations like these!)
Page last updated: Wednesday 2009-04-22 18:52 PDT
