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WiFi Issue: Problem and Solution

WiFi Issue: Problem and Solution

Here’s a blog post about one of our client’s WiFi Issue: Problem and solution provided.

We got a call from a client saying that after we installed a WiFi system in their home, that 2 weeks later they had no Internet.  I asked them to call their ISP provider, and the ISP claimed that the modem was active with Internet connectivity.

So, it was time to trouble shoot.

WiFi Issue: Problem and Solution

List of Client Equipment Installed:

  1. Wifi Router:  Luxul XWR600
  2. Cable Modem:  SB6190
  3. X 2 Ubiquity AP ( Access Point )

Since we installed they entire system, we knew it was our responsibility to resolve the issue for the client.  After all, it was only 2 weeks since we set it up initially.

Upon our arrival, one of our staff member noticed that the  smart phone was having hard time holding onto the WiFi network.   He knew this because usually when the WiFi router does not have Internet connection, the smart phone automatically does not connect.

So here’w hat we did.

Step 1:  We checked all cables and connections, but all connections was solid.  All lights showed activity, and corresponded correctly to the expected colors and blinking patterns.

Step 2:  We power cycled the router, but to no avail.

Step 3:  We checked the modem by connecting our laptop directly into the modem Internet worked right away.  So, how come the router can’t connect?

Step 4:  We asked the client if anyone else came over and modified the configuration set-up.

To this the client replied, “No one came to change anything.  But my nephew did come over last week and stayed a few days with me”

We followed up with another question, “Did he do or add anything to the system?”  To which she replied “I don’t know.”

Our staff then asked if it was OK for us to poke around the house and the room where her nephew stayed.  After entering the room, we immediately saw an old Apple Express device, which must have been at least 5 yrs old.  The color of the blinking light was orange.  We immediately unplugged it, then went on to power cycle the entire system once more.

The system came back online and Internet connectivity for the home network was live again.

Apparently her nephew wanted to create his own VPN, but forgot to take it with him.

Lesson Learned of WiFi Issue: Problem and Solution

As technicians, we must ask all pertinent questions as to any added equipment in our system.  We must not only make sure we do a perfect job of installation, but also inform and educate the client.

Have you wondered why apple products and PC based products don’t get along well?  Is it because Apple router system typically create its own network Gateway/DNS within 10.0.0.0/8 network, and PC’s with 192.168.0.0/16 network?  The default settings may have been the root cause of the problem.

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