You find a customer account with a disconnected Pod or a customer calls / emails to report a Pod disconnect
All pod FW versions
Multiple Causes ranging from Hardware to Network
The troubleshooting steps to be taken will depend on the issue type:
- Confirm the connection type of the offline Pod. Is it Wired or Wireless? If this is a Wired Pod, confirm the integrity of the cable. Check for bends, torn shielding, breaks, or broken male connections. If the cable is found to be damaged then please replace the cable
- Monitor the LED on the front of the Pod - refer to "What does the LED on my Pod mean?"
- Check the LED status on a pod. If there is no LED status then it’s possible that there is a power supply issue. Please try another power outlet and if the LED state remains the same then replace the pod.
- If the LED status on a pod is blinking fast then it’s possible that boot loader is unable to find an image to boot from. Please proceed with replacing the pod.
- If the Pod is getting power but not connecting, check to see if there are any obvious obstructions in the room: a fridge, hot water heater, or other large metallic / electronic objects. If yes, inform the customer / tester that this is likely the issue and relocate the Pod.
- If the LED is pulsing slowly then the hardware is operationally up; please proceed with network issue troubleshooting.
- (Router mode) Power cycle the cable modem after plugging in the Gateway pod by Ethernet and into power.
- Connect a Pod to the modem/router directly over Ethernet and ensure that the pod is getting an IP over LAN. Please work with the customer and check the Web Admin page of the modem/router to confirm they can see the pod under Connected Devices
- If the pod is unable to get an IP then please ensure that DHCP in the customers network is functioning correctly.
- If the pod can get an IP address then it is likely that the customers network security is preventing the pods from communicating over cloud. You may request the customer to connect another system or computer directly to the router/modem over Ethernet and performing the following:
- (Bridge mode) Ping the LAN gateway.
- (Router mode) Verify IP configuration and try to ping the ISPs router (default gateway) *Note that if there is internet connectivity but this ping fails, the Pod will stay stuck in Router Failures and won't come up.
- Ping any public IP address like a Google DNS server (e.g. ping 126.96.36.199) and ensure that the ping responds successfully, if it fails check firewall for IPS, IDS or DoS protection settings that block a ping.
- If the network is in bridge mode, disable firewall temporarily or lower the firewall security level on the upstream router or modem-router combination to confirm if these settings are blocking access. Click here for more information about firewall settings that prevent connection to the Plume cloud can be found here.