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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 customer's network setup (router, switch, ISP details)

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

Step 1: Verify Hub Power

  1. 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.

  2. 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 (if applicable)

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

  2. Observe for error messages or indicators of activity.

  3. Note any issues displayed and document them.

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.

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.