airCube and Antenna show offline

Issue: Client called in saying they don't have any internet connection. Upon checking UISP, the airCube and Antenna shows offline.

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: Continue to Step 2.

   • If NO: Proceed to Step 1-2.

     
     

2. Ask: “What cables are connected to the back of the Cube?”

   
   

   • This helps verify if necessary connections are in place.

     
     

3. Focus on the bottom-right cable (the power cable). Ask:

   
   
   • “Is the bottom-right cable plugged into a power outlet?”

   • “Can you check that both ends of that cable are plugged in tightly?”

     
     

4. If there's still no light, ask:

   
   

   • “Can you unplug the Cube from the power outlet and plug in a different electrical device (like a phone charger) into the same outlet?”

     
     
     • If the other device does not work: The power outlet is faulty.
     • If the other device works: Likely a Cube power issue.

Step 2: Determine if It Was a Power Issue

• If the Cube lights up and comes online in UISP and internet is restored

✅ Resolved – Power issue confirmed.

• If the Cube lights up but remains offline: Continue to Step 3.

Step 3: Check WAN Port Connection

1. Ask: “Is there a cable connected to the WAN port (labeled light blue) at the back of the Cube?”

   
   

   Evaluate the scenario carefully:

   
   
   • If the cable is disconnected, that may be the root cause.
   • If multiple cables were unplugged and reconnected randomly, do NOT ask the client to test each one.
   • The Cube uses passive PoE, which can damage connected devices if plugged into the wrong port.
   • If only one cable is plugged into the WAN port, ask the client to gently push it in to ensure it’s fully seated.

Step 4: Check Antenna Visibility (If airCube Comes Online)

• If the Cube comes online but the antenna still shows offline:

  
  

  1. Ask: “Can you see the antenna from your location?”

     
     

     • If YES, ask:

       
       

  • “Does it appear damaged, bent, or physically out of place?”

    
    
  • If NO or access is limited, proceed to Step 5.

❌ Step 5: Escalate to Technician

• If any of the following remain unresolved:

  
  
  • Cube still does not power on.
  • Cube and/or antenna remain offline after all checks.

  • Antenna might be physically damaged or inaccessible.

    
    

📞 Schedule a technician visit for further investigation.

Summary Table