Locating the networking panel
To troubleshoot ethernet issues, you first need to locate the networking panel that is in your unit.
Your panel may look like any of the panels pictured below:
These will be located on the wall in either the laundry area, the common area, or the closets of the units. They may even be in a bedroom closet.
These can typically be opened by hand but in some cases may require a screwdriver to remove the cover. Some sites have locked these panels. If this is the case, let us or your property maintenance know and we can help get that panel unlocked.
Venturing deeper
Once the panel is open, you should be greeted by a sight similar to the below pictures:
The equipment in this panel may vary but should follow the same general anatomy:
1. A bundle of cables coming in from outside of the panel
2. A power strip connected to a power outlet inside the panel
3. An Ethernet 'switch' where the cables all connect
4. A coax/cable TV splitter
Now what?
If you were directed here while troubleshooting with our support staff, go ahead and take as many pictures as you can of any equipment in that panel. Too many is never enough- make sure to get a visual on any lights or lack thereof on the Ethernet switch.
If you're adventurous and made it here on your own, it sounds like you're having some issues with your Ethernet connection or cable TV. You can continue on to the sections below to isolate or resolve the issue.
Getting my IT boots on
Verifying Power
First thing you'll need to check is the power to the network switch. Checking for any lights is the easiest way to see if it's powered on. The lights could be on the side where the Ethernet cables connect, the opposite side, or the top, so make sure to give it a good look all around.
If there are no lights, let's try checking that both ends of the power cable are securely in place- the adapter side firmly plugged into the outlet and the barrel jack fully inserted into the switch. If there are still no lights, there's just one thing left to narrow down. Try testing the panel's power outlet by plugging in a lamp or phone charger. If they light up, we have a faulty switch- let us know and we can get it replaced ASAP.
If there are no signs of power at all, we'll need your property's maintenance staff to investigate further. If the 'switch' is powered on, move on to checking connections.
Checking Connections
There are typically 2 colors of cables, blue are individual ethernet runs that are dispersed to the ethernet jacks to your unit, and the green cable is the Unit uplink.
The first cable to check should be the green uplink, if this does not have a light on it, then there is likely an issue on the other end of the line, if this occurs, contact us with a picture and we will get in contact with site staff for troubleshooting.
Once the infeed is confirmed working, confirm that all the blue cables are plugged in. If all cables present are plugged in and your device is connected, you should see a corresponding light on the switch. If the port does not light up, the cable run is possibly faulty, reach out to us with the information and we can get in contact with site staff for troubleshooting.