airCube Shows Offline but Antenna is online

Issue:

Client reported that they don't have any internet connection. Checking UISP, you see that the airCube is showing offline, but the antenna is online.

Step-by-Step Troubleshooting Guide:

Step 1: Check if the airCube has power:

1. Ask: "Is there a light on the front of the Cube?"

• If YES: Proceed to Step 2.

  
  

• If NO: Continue to Step 1-2.

  
  

  Ask: "What cables are connected to the back of the Cube?"

• • Confirm if the bottom-right cable (the power cable) is plugged into a power outlet.

    
    
  • Follow-up: Ask them to check if the power cable is plugged in tightly on both the power outlet and at the back of the Cube.

• If there’s still no light on the Cube, ask:
• • "Can you unplug the Cube’s power cable and plug in another device (like a phone charger) into the same outlet?"

• If the device works: It's likely a Cube power issue.

  
  
• If the device does NOT work: The power outlet may be faulty.

Step 2: Determine if it was a power issue:

• If the Cube lights up and comes online in UISP, and the internet works:

  
  

  ✅ Resolved – Power issue confirmed.

  
  

• If the Cube lights up but still shows offline in UISP:

  
  

  Proceed to Step 3.

Step 3: Check WAN (Internet) Cable Connection:

1. Ask: "Can you check if there’s a cable connected to the WAN port on the Cube?"

2. • The WAN port is labeled and highlighted in light blue.

     
     
3. Scenarios to consider:

• If the cable is missing, this could have caused the disconnection.

• • If multiple cables were disconnected and reconnected by the client, do NOT instruct them to guess or reconnect blindly.

    
    

  • The Cube uses passive PoE, and incorrect connections could damage the receiving device.

    
    
• If only one cable is connected to the WAN port, ask the client to firmly push it in to ensure it is securely connected.

Step 4: Final Resolution

• If the Cube comes online after securing the WAN connection:

  
  

  ✅ Resolved – WAN cable was loose.

  
  

• If the Cube is still offline after verifying power and WAN connection:

  
  

  🔧 Escalation Required – Schedule a technician visit for further inspection.

Summary