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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:

  • A laptop with a network cable

  • HDMI cable and monitor (if available)

  • Information about the location's network setup (router, switch, ISP details)

  • Access to the location's IT contact (if applicable)

Step 1: Verify Hub Power

  1. Locate the hub. It will often be connected in a network closet, or plugged in nearby the router. 
    DS-AI-Hub_500x500_web

  2. Confirm that the hub powers on:

    • Check for power indicators on the hub.

    • If no lights are visible, try a different power adapter or outlet.

  3. If the hub powers on, proceed to the next step. If not, troubleshoot the power supply.

Step 2: Verify Ethernet Connectivity

  1. Check for blinking Ethernet port lights on the hub.

  2. If no lights are present, try a different Ethernet cable or port on the switch/router.

  3. If the hub connects to a PoE switch, confirm the switch is providing power.

Step 3: Test Local Network Connection

  1. Connect a laptop to the same network switch as the hub.

  2. Run the following commands on the laptop:

    • arp -a to see if the hub’s MAC address is listed.

    • ping the default gateway to confirm the laptop has a connection.

  3. Note any discrepancies (e.g., the hub’s MAC address not appearing).

Step 4: Check IP Assignment

  1. Verify the hub is obtaining an IP address:

    • Use a DHCP client list on the router or switch interface.

    • Confirm the hub’s MAC address is associated with an IP.

  2. If the hub does not have an IP address, reboot the router/switch and reconnect the hub.

Step 5: Inspect the Hub with HDMI

  1. Connect an HDMI cable from the hub to a monitor.

  2. Observe for error messages or indicators of activity.

    1. You should see "Sanity test success !!!" if all is normal

  3. Note any issues displayed and document them.

On the Gen V POE hubs, you will see a message stating "Dependency failed for ds_media.mount" - this message is normal and means the hub is properly functioning. It is NOT an error. 

Step 6: Gather Network Details

  1. Ask the customer:

    • Who is the ISP?

    • What type of internet connection is in use (fiber, cable, DSL)?

    • Is there an IT professional managing the network?

  2. Trace the connection path:

    • Identify what the hub is plugged into (e.g., switch, router).

    • Confirm each device in the chain is operational.

    • Make a complete network map if possible

Step 7: Document and Escalate (if needed)

  1. If the issue persists after completing the above steps:

    • Gather all information (e.g., screenshots, HDMI output, network setup details).

    • Contact technical support, or if already contacted ask to escalate to the Level 2 team while providing all relevant data.