Tech Support
BLAZING INTERNET 5MBS
We have listed the most common problems that customers experience when working with their wireless internet service from CARIBEL.
Power Cycle Canopy Radio, Home Routers/hubs, and Computer (turn it off then back on).
From time to time, any one of the links in the chain of the network equipment can become unhappy. This could be caused by power fluctuations from T&TEC, Microsoft's Windows operating system, Virus Activity, Worms, any of the home routers, switches, or hubs, in the network, lightening or a number of other things.
One of the most basic trouble shooting techniques we use is to power cycle the system. Turn off the power to the whole system (don't forget your router if you have one) and start everything up from scratch. Make sure that you wait at least 10 seconds after powering down to let the internal power supplies time enough to discharge fully. Some self installed routers care as to what is powered up first. Start with our Canopy radio equipment on the roof, then the home router(s) then the computer. Allow 4 minutes between each.
Renew your IP
The way your release and renew your IP is different for different operating systems. Windows XP is different from 98 and ME.
For Microsoft Windows XP computers (only) you can try the following:
Start, Programs, Accessories, Command Prompt
Once there, you should see a black screen like the old DOS computers. In some computers this is called opening the "DOS" prompt or screen. In others this is a command prompt or console.
For XP you type the following:
ipconfig /release
ipconfig /renew
Check Network Settings
The next thing to check is the network setting of the computer. We are using DHCP as the method to obtain IP address for your computer. You can find detailed instructions on how to configure your computer on-line. If you are using a self installed router, it must be set to DHCP as well. Sometimes DHCP is also called auto configuration or automatically obtain settings.
If you are using Windows XP go to:here
Check Canopy Radio ( Status, RSSI, Jitter)
When trouble shooting the canopy system, you can log into the radio unit that is installed on you roof, and check current status of connection to the CARIBEL Canopy system. This will tell you if you have a network connection and if the wireless equipment is functioning.
Simply follow these simple steps:
In a web browser like Internet Explorer or Netscape type the following address: 169.254.1.1
Go to the password line and enter: caribel
The screen shown below should appear. This is the status page of the Canopy Radio that is located on your roof. There are three fields that we are interested in, they are as follows:
1) Session Status - Should display REGISTERED
2) RSSI - Should be greater than 800
3) Jitter- Should be 4 or less
If you can see the above screen, your computer, router, cables and radio module are functional. However if the RSSI is low or the Jitter is high, your antenna may have become misaligned due to wind. It is possible to see this screen but still have configuration problems in your computer or router.
This number is answered between 8-4:30 Monday to Friday and our technicians are available 9-5 M-F during normal business hours.
Other times a message will be taken and passed to a technician. Some limited tech support is available on weekends and evenings, however there is no fixed time. Our technicians return evening and weekend calls as they have time to do so.
