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Troubleshooting


Testing your Internet connection

During setup, it's advised you have a laptop or PC directly connected to the Firewall for configuration. To do this, please connect your laptop directly to the SimpleWAN via an Ethernet cable running directly into the LAN port of the SimpleWAN device. When you open your browser, navigate to 192.168.1.1. If the SimpleWAN is still in the boot process, you will see one of 2 screens:

  • A calibration screen, this means your Firewall is configuring still. allow 2-3 minutes
  • A “Failed to Detect” screen

If you receive “Failed to Detect”, that means you are have 1 of 3 issues.

  • Your modem needs to have its ARP cache cleared (you may need to contact your ISP)
  • You need to provide different connection information, such as a static IP connection (IP Address, Subnet Mask and Default Gateway)
  • Your Modem Requires a PPPOE/PPTP Username and Password

If you need to define static information or a username/password, enter the information into the provided form and select Save. Your Firewall will reboot automatically. Please allow 5-10 minutes for it to run its initial startup phase again.

If you have all 3 lights on the front of the SimpleWAN device showing solid, that means a connection was established to the dashboard, and you should have internet access at this time. Please verify this by going to www.google.com or www.SimpleWAN.com on the laptop connected to the SimpleWAN. If you are unable to reach the Internet, please physically power cycle the unit. If that does not work, and you are sure you have the correct credentials entered into the configuration page, please power off the SimpleWAN, power off the modem, power up the modem and let it fully come up. Finally, power up the SimpleWAN again. Please be patient as this whole process of rebooting the network will take some time. On average it's going to take you around 15-20 minutes to complete the modem reboot and reconnect as well as bringing the SimpleWAN back up.


I Think I “bricked” my unit
That's okay! It's very hard to do. Verify that the correct firmware version is listed in the dashboard, then use the pin hole reset on the box. Please, be careful not to wedge the paper clip or other object you are using to push into the pinhole under the reset button. You run the chance of breaking the button if you apply a lot of force while it is wedged. The other method would be to take the SimpleWAN off of the Internet entirely (nothing plugged into WAN or OPT) and plug a laptop or pc directly into the SimpleWAN's LAN port. There will be a factory reset option available from that menu as well shown below:


My unit is slow when booting up
Your SimpleWAN appliance runs many tests on boot to give you the best experience possible. It can take 5-10 minutes for a full boot, depending on speeds available.


I'm not getting the Speed I pay for
We provide QoS so you can provide reliable speed to your devices. When you pay for a certain speed down, a lot of what is advertised is burst speed. We run tests that get us a constant speed for both upload and download streams. Burst speed is not handy for QoS! Imagine we think that we have 100 down and in reality only have a constant stream of about 70 down. This is going to lead to problems! We always go by streaming speed and not burst speed. Also, testing a device behind the SimpleWAN unit without having the speed test mode on isn't going to give you a clear picture of what speed you have. Part of QoS is not allowing any one device to suck down all the bandwidth. You will not get the full bandwidth to one device behind a QoS device. If you have someone that insists on trying to test their speed behind the SimpleWAN on their computer, please enable speed test mode as shown below:

Also, we recommend using a site like http://www.dslreports.com/ over a site like speedtest.net.


I need my account updated
Your Reseller or Partner can update this information. For security purposes, SimpleWAN support is unable to make changes to your account.


Low Voltage and PSU Readings
We always recommend using an uninterruptible power supply (UPS) as a first step. Please to be sure that anything important to keeping your connection alive is connected to a UPS. This includes your modem, switches, etc! Next, try using a different outlet or power supply to verify that another piece of hardware isn't causing this issue.
Most likely, this is an indicator of dirty building power. We recommend a conditioner or testing it in another location. Even moving the outlet may improve it.


PPTP Connection Issues

  • Make sure the unit is updated to the latest firmware release or higher.
  • See if the box is co­existing with vmpls, dns, and other VPN's.
  • Check the latency (Enable the 48 Hour Intensive Latency Test located under Diagnostics> Network Health > and scroll down to the bottom.)
  • VPN's use timing to authenticate and if the latency is tremendously bad you won't be able to generate a key because the times will not / do not match.

Poor Call Quality When faced with a call quality concern. Several places must be investigated to improve the call quality.

Diagnostic Tools > MOS History
Provides data of the past several calls. Take the time stamp of the call that proved to be bad and compare it to other data presented.

Diagnostic Tools > Network Health
The Bandwidth and Latency Graphs can be used to check if something happened during the time of the bad call. A sudden spike in the Latency can definitely affect the call.

Recommendations:
To improve the call quality and fix the call quality issue:

  1. Switch the profile under Traffic Prioritization from Normal to Moderate. Change from Moderate to Aggressive if the Call Quality continues to be poor.
  2. Activate the 48 Hour Latency Test under Diagnostics > Network Health.

The way that our traffic prioritization modes work is pretty simple. We have Normal, which utilizes 100% of the last speed test's bandwidth. We have Moderate, which utilizes 80% of the last speed test's bandwidth, and we have Aggressive which utilizes 60% of the last speed test's bandwidth. This works really well when a site is have bandwidth issues where speeds are constantly fluctuating!

The 48 Hour Latency Test will show if the issue is with the connection. Poor call connection with High Latency and Packet Loss will lead to Poor Call Quality. Once the connection is fixed, the call quality should return to normal and the Traffic Prioritization can be set back to Normal.

troubleshooting_guide.txt · Last modified: 2018/03/13 21:18 by jacob