I can't connect to the Internet

We mount a radio to either a pole, tower, or eve mount on the outside of your home or business. These radios are often referred to as an SM (Subscriber Module), CPE (Customer Premise Equipment), panels, or just radios. Depending on where you are located, we use one of four different types of radios and they can have different looking devices that they plug into inside your home or business.

• For people with Canopy equipment we bring the cable inside either directly through the wall or to a wall jack. The cable that comes in from the outside plugs directly into a black pigtail. The pigtail is about 6 inches long and has a small cube on one end and a network cable connector, similar to a phone line but bigger, on the other. The cable from outside plugs into the pigtail cube where is it labeled “to equipment”. This pigtail then has another small black wire coming off from the cube that goes to a black power adapter which plugs into the wall. Make sure the cable from outside is plugged in properly and snapped into the pigtail by removing it, waiting 30 seconds, then plugging it back in. Make sure it snaps into place. Follow the smaller cable back from the cube to the wall and be sure the adapter is plugged in properly and there should be a small green LED in the front of the adapter showing it has power. Now wait a couple minutes for the radio outside to reboot. Plug the pigtail into the "Internet or WAN" port on your router if you have one or into the network adapter on your computer if you don't. Test again and see if you are online. If you have only one computer go on to step 1 below, if you have a router go to step 2.

• For customers who are near a repeater we can have either Tranzeo or Deliberant equipment mounted to your home or business. With Deliberant we bring the cable inside and plug into a small rectangular device for Power over Ethernet (POE). This has a power adapter that plugs into the device on the DC port and then into the wall. There are two plugs for network cables on this device. One is labeled POE which has the cable from the radio outside plugged into it. The other port is labeled LAN and goes to either your router in the "Internet or WAN' port or to the network card on your computer. DO NOT CROSS THESE CABLES OR YOU MAY DAMAGE YOUR COMPUTER!. DO NOT PLUG LAN SIDE INTO THE LAN PORTS OF YOUR ROUTER OR YOU MAY CAUSE NETWORK PROBLEMS!. If we determine you have caused problems to our network you will be disconnected and may be liable for the costs associated with finding and fixing the problem you created. When rebooting the radio try unplugging cables, wait 30 seconds, and plug them back in one cable at a time, make sure they snap into place. Wait two minutes after the last cable is seated for the radio to reboot. Test your computer online and if it still does not work reboot the computer last.

• For Tranzeo customers we have a small white or cream colored square device with a green light on it. The green light means it has power from the power adapter that plugs into the wall and into this POE device. There are two ports for network cables to plug into. The one labeled CPE is where the cable from the radio outside plugs into. The other port is labeled PC and from there we go to your router or computer. DO NOT CROSS THESE CABLES OR YOU MAY DAMAGE YOUR COMPUTER!. When going from any of these POE devices we always go from the PC port on the POE to the network card on your computer or the WAN or Internet port of the router. DO NOT PLUG THE PC SIDE INTO THE LAN PORTS OF YOUR ROUTER OR YOU MAY CAUSE NETWORK PROBLEMS!. If we determine you have caused problems to our network you will be disconnected and may be liable for the costs associated with finding and fixing the problem you created. When rebooting the radio try unplugging cables, wait 30 seconds, and plug them back in one cable at a time, make sure they snap into place. Wait two minutes after the last cable is seated for the radio to reboot. Test your computer online and if it still does not work reboot the computer last.

Here are a few steps you can perform to make sure things on your end are hooked up correctly. Be sure to unplug only one thing at at time!

1. For customers with only one computer

• There will be a network cable coming in from outside that plugs into a Powewr Over Ethernet (POE) device. Read the above information to find out what yours will look like. There is a cable that is either part of the POE or a separate cable coming from the POE that plugs into the network card on your system. Un-plug and plug all the cables and the power adapter back in ONE AT A TIME.
• Be sure that the power adapter is plugged in and the green light is illuminated if you have a Canopy or Tranzeo radio. This provides power to your radio through the network cable.
• Make sure your network connection is not disabled and it is set up to DHCP. You may have to go to your control panel and look at your network connections to verify this.
• If you have a firewall program installed make sure it has been set up to trust your network.
• Reboot your system if none of the above solves the problem.
• Call us and we can see if your unit is visible on our end. If it is visible the problem is likely on your end. If you are not visible we may have to come out and take a closer look at your SM.

2. For customers with more than one computer:

• You are required to have some sort of router installed and the problem likely resides there. Be sure the power light is on, the wlan light is on, the Internet light if it has one should be on, and any connections that are physically plugged into the switch in the back will also have a light on. Verify the black pigtail is plugged into the "Internet or WAN" port on your router. Plugging it in wrong can cause trouble on our network and a costly fee for you.
• Unplug the power cable from the back of the router, be sure the lights go off, wait 30 seconds, plug it back in.
• Wait a couple minutes while the router reboots. It will blink and flash during this process.
• Retest your computer and see if it is working again. If not reboot your computer last.
• If the problem affects a wireless device verify that any wired devices are working.
• Go through the steps for only one computer by unplugging the Internet or WAN cable from the back of the router and plugging it directly into your computer.
• The previous step will require you to renew your IP address. This can be accomplished by either rebooting our computer, disabling and re-enabling your network connection, or by the command ipconfig /release followed by ipconfig /renew.
• If you plug directly into your computer or replace your router you will have to log back into the network.
• If you don't see the login page open a web brower and type in 216.255.254.1 and then press Enter. The login page should appear.

General Troubleshooting Items:

• If the page you are trying to go to is not working try another. I always go to www.abcnews.com and see if the page not only displays but the date is correct. This ensures we are actually online and not looking at a cached copy of the page.
• Make sure to look at the http:// part of your address. Some sites use security and provide a https:// domain while others do not.
• If your mail is working and your browser is not, it may be a browser only issue. If the browser works but mail does not, it may be a mail only issue. If they both do not work, the Internet may not be working at all.
• If we plug the cable from the POE device direclty into your computer you will have reboot and log back in and then see if the Internet works. If it does then the problem is somewhere on your end. WebKraft can perform repairs on-site for our normal rate if we determine this or any other hardware/software issues are causing your problem.
• If you are repeating from a tower there has to be power on that tower for you to get signal. Verify service is working with neighbors of friends who may also be repeating from the same tower as you.
• Open a command window by going to Run and typing cmd and hit enter. Type "ping www.yahoo.com" and see if you get 4 good replies. If you can ping out then your Internet is working and there may be some other issue. If you can't ping yahoo then ping the IP address directly by typing "ping 69.147.76.15" and see if you get a reply.
• If you have a router try and ping the Gateway of the router. You can find out what this is by opening a command window and typing "ipconfig /all". If you can't ping your router there is a problem with your computer, the router, or the cable between them.
• If you have a wireless router and connect to it wirelessly be sure you can connect to the router first. If you can then ping the gateway as described above. Being connected to your wireless router does not mean you are connected to the Internet. The opposite is true as well, the router may be connected to the Internet but your computer can't connect to the router. You should be able to ping the gateway no matter how you connect to your router. Try pinging our gateway at 216.255.254.1. If that works your radio is talking to us but there is another issue that may need to be addressed.