WiFi is not working?
Please feel to begin following the steps below if the TECHit team happens to be occupied with another outage - once TECHit gets in touch with you these are the steps they will take, in the order listed.
In the event WiFi is down in the store,
1- Email techoutage@untuckit.com ASAP with what you are experiencing - why you've concluded internet is down.
e.g. "I can't visit NewStore Omnichannel or any website on my laptop or iPad while connected to UNTUCKit WiFi" or "Aerohive AP LED light is no longer white but rather orange."
2- Call your ISP. The goal here is to rule out any outage or issues at the source - our internet service provider. If no issues at the source, start troubleshooting within the store
3- Troubleshoot a mobile device
We have to find out where the problem lies - with your mobile device? or the equipment that makes up your WiFi network infrastructure (e.g. modem, network switch, wireless access point).
- Test the connection to the WiFi network and your ability to access the internet on any device, such as a smartphone or tablet. Confirm you’re connecting to the right network. If you can access the internet on a device, the problem may be isolated to a specific mobile device.
- If we’ve established that the problem is seems to be with a specific device e.g. your laptop. Make sure Wi-Fi on the device is turned on and connected.
- If that doesn’t fix the problem, reboot the device - turn the device off and on again.
That didn’t fix it?
4- Troubleshoot network equipment
If the Aerohive Access Point LED light is a reddish orange colour, try rebooting the access point -
unplug ethernet cable connecting the Aerohive AP to the Dell (or Allied Telesis) network switch > wait a few seconds and reconnect. After a few minutes, the LED light should turn white, indicating the AP is active, up & running.
If the Aerohive Access Point LED light is NOT LIT, grab a paper clip to reboot the AP a different way - insert the paperclip or similar tool in the Reset pinhole for 5 seconds and absolutely less than 10 seconds. After releasing the button the indicator light goes dark and then glows amber - give the AP a couple minutes to reboot as the firmware loads and system performs a self test.
5- Test the connection to the WiFi network and your ability to access the internet on any device...
6- TECHit is likely in touch with you by now :)
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