Technical Support

How to troubleshoot an Internet connection problem

1.  Sometimes a website is down. Check a different website. If you can access other websites, then the website is down. If you can’t access any websites, go to the next step.

2.  Check if the device (desktop, laptop, tablet or phone) is connected to your router WiFi signal or with a cable. If it isn’t, connect it and try accessing websites again. If you still can’t access any websites, go to the next step.

3. Shut down and restart the device. If you still can’t access any websites, go to the next step.

4. Locate your router. A router is a small box that is usually black or white, has lights on the front and might have one or more antennas sticking out of it. Check if it has lights lit up on it. If it doesn’t, check if it’s plugged into an electrical outlet. If its not, plug it in. If it is, try a different electrical outlet. If lights still don’t come on, you’ll need to replace the power supply or router. If there are lights lit up on it, power cycle it. Power cycle means unplug the power, leave it unplugged for 15 seconds, and then plug the power back in. Wait 1 minute, then try to access websites again. If you still can’t access any websites, go to the next step.

5.  Locate the power supply for the Skyrunner antenna. For most customers, it is near the router. It has one power light and two ethernet ports labelled “POE” and “LAN”. The ethernet cable coming from the antenna should be plugged into the “POE” port. The “LAN” port should have an ethernet cable plugged into it that connects to your router. Check if it has a light lit up on it. If it doesn’t, check if it’s plugged into an electrical outlet. If its not, plug it in. If it is, try a different electrical outlet. If the light still doesn’t come on, we’ll need to replace the power supply. If there is a light lit up on it, power cycle it. Wait 1 minute, then try to access websites again. If you still can’t access any websites, go to the next step.

6.  Take the ethernet cable coming from the antenna power supply “LAN” port, unplug it from your router and plug it into a computer. You will then have a connection from the power supply to the computer. Wait 1 minute to let the computer adjust to the new arrangement, then try accessing websites again. If you’re able to access websites, the problem is your router. Call Skyrunner for help in reconfiguring or replacing it. If you still can’t access any websites, call us on (828) 258-8562.