Initial Steps For Troubleshooting A POE Hub Offline (New Installations)
This guide provides a structured process for diagnosing and resolving issues with a POE hub that is offline during a new installation. Following these steps will ensure a methodical approach and avoid unnecessary delays.
Preparation: Before troubleshooting, ensure you have access to the following:
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A laptop with a network cable
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HDMI cable and monitor (if available)
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Information about the customer's network setup (router, switch, ISP details)
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Access to the customer's IT contact (if applicable)
Step 1: Verify Hub Power
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Confirm that the hub powers on:
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Check for power indicators on the hub.
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If no lights are visible, try a different power adapter or outlet.
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If the hub powers on, proceed to the next step. If not, troubleshoot the power supply.
Step 2: Verify Ethernet Connectivity
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Check for blinking Ethernet port lights on the hub.
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If no lights are present, try a different Ethernet cable or port on the switch/router.
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If the hub connects to a PoE switch, confirm the switch is providing power.
Step 3: Test Local Network Connection
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Connect a laptop to the same network switch as the hub.
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Run the following commands on the laptop:
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arp -a
to see if the hub’s MAC address is listed. -
ping
the default gateway to confirm the laptop has a connection.
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Note any discrepancies (e.g., the hub’s MAC address not appearing).
Step 4: Check IP Assignment
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Verify the hub is obtaining an IP address:
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Use a DHCP client list on the router or switch interface.
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Confirm the hub’s MAC address is associated with an IP.
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If the hub does not have an IP address, reboot the router/switch and reconnect the hub.
Step 5: Inspect the Hub with HDMI (if applicable)
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Connect an HDMI cable from the hub to a monitor.
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Observe for error messages or indicators of activity.
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Note any issues displayed and document them.
Step 6: Gather Network Details
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Ask the customer:
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Who is the ISP?
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What type of internet connection is in use (fiber, cable, DSL)?
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Is there an IT professional managing the network?
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Trace the connection path:
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Identify what the hub is plugged into (e.g., switch, router).
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Confirm each device in the chain is operational.
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Step 7: Document and Escalate (if needed)
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If the issue persists after completing the above steps:
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Gather all information (e.g., screenshots, HDMI output, network setup details).
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Contact technical support, or if already contacted ask to escalate to the Level 2 team while providing all relevant data.
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