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These are some of the most common troubleshooting steps our technicians step through with customers.
1 Power-cycle the Internet electronics. This includes the Motorola Canopy radio, routers, switches and/or hubs, and ultimately the affected computer.
Start with the Motorola power supply first. If that doesn't solve the problem, then move to the next item in line, usually a router. The last step is to shut down and restart the computer. In some cases it may be necessary to completely power it off. A cold restart of all the electronics help ensure each device has a chance to start anew and wipes out any dynamic settings that may have become corrupted.
This tip and its associated steps are meant to fix the occasional "It was working all this time then suddenly stopped" kind of problem(s). If you find yourself constantly rebooting or power-cycling equipment (i.e. more than once or twice a month) there is likely a bigger problem and much better solution. We will do our best to troubleshoot and resolve the problem if it lies with our radio, but you are responsible for router, switch, and/or computer failures.
2 Release/Renew your IP address.
Each operating system has its own way to release and/or renew a dynamically assigned IP address. Our included example works for Windows 2000, XP, and Vista, since the problem seems most prevalent on these systems.
From the Start button menu select Accessories, then Command Prompt, or select Run then enter cmd. You should see a black screen with a DOS prompt, like C:\My Computer>. Type the following:
ipconfig /release
ipconfig /renew
This will force your computer to request an IP address from either your home router or the Canopy radio (if it's built-in router is enabled (they are by default)).
3 Check your network settings.
Unless you have customized your home network (in which case you likely already know what you're doing), we recommend you configure your computer(s) to use DHCP (Dynamic Host Control Protocol). In Windows XP's network settings for TCP/IP (Internet Protocol), the radio button next to "Obtain an IP address automatically" should be checked. These are the default settings for all Windows and Mac OS X installations and are rarely, if ever, modified.
4 Check continuity to the Motorola Canopy radio on your roof.
When you're having trouble connecting, the first step we take is to see if your radio is still connecting to our network. If it is, we check to see if it is "talking" to your network equipment, be it a router or a computer. One way to verify this is to use a program called ping to test the connectivity between your computer and its upstream components.
To ping the Canopy radio, open a Command Prompt as explained in troubleshooting step 2 (above). Type in ping 169.254.1.1 and hit enter. You should see a response similar to the one below:
Pinging 169.254.1.1 with 32 bytes of data:
Reply from 169.254.1.1: bytes=32 time=1ms TTL=255
Reply from 169.254.1.1: bytes=32 time=1ms TTL=255
Reply from 169.254.1.1: bytes=32 time=1ms TTL=255
Reply from 169.254.1.1: bytes=32 time=1ms TTL=255
If instead you see
Pinging 169.254.1.1 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
there may be a problem with connectivity between your computer and radio. When we walk customers through this step, we ask them to bypass any routers they may have installed in order to rule out the router as the potential cause of the problem. We also suggest temporarily disabling or bypassing any firewall and antivirus software, as they also tend to interfere with getting out to the Internet.
Please see our Frequently Asked Questions section for more troubleshooting steps and answers to commonly asked questions.
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