No Internet — Active SM (Radio Online)

Use this when the customer has no internet but their radio (SM) shows online in Powercode.

Step 1: Log Into the SM

Access the SM through Powercode by clicking on the CPE IP address.

Step 2: Check Ethernet Link Status

On the SM homepage, look at the Ethernet Interface row.

"No Link" or "10Base-T Full Duplex" → Have the customer bypass their router. Unplug the cable from the router and plug it directly into a laptop/desktop. If the link status still shows No Link or 10Base-T after bypass, schedule a service call to have the residence recabled.
"100Base-TX Full Duplex" → Continue to Step 3.

Step 3: Check DHCP Status

Navigate to Statistics → NAT DHCP.

Check DHCP Client Statistics

Ensure it shows an Assigned IP, Subnet Mask, and Default Gateway. If no IP address is given, navigate to Home → Network Interface and Release then Renew DHCP. If that doesn't fix it, escalate.

Check DHCP Server Statistics

Look for a Hardware Address with a lease time less than 30 days.

Common issues:

Lease shows "Used" — Reboot the equipment, then have customer reboot router. Also check Ethernet Statistics for cable errors. If no errors and reboot didn't help, have customer bypass router.
No devices appearing — Customer may have router plugged in wrong. Cable from radio ("main internet cable") must be in the WAN/Internet port on their router. Reboot router. If it still doesn't appear, bypass router. If that doesn't work either, schedule a service call.
Lease over 30 days and keeps looping — Check Ethernet Statistics first. If no errors, have customer bypass router. If bypass works, their router is no longer accepting the DHCP address — they need a new router. (Note: could also be a network-wide DHCP issue — if suspected and not previously reported, still bypass to confirm.)
Multiple devices in NAT DHCP — Possible causes:
- Router configured in Bridge Mode (every local device connects individually to the SM)
- Router is dying (some routers change MAC address as they fail)
- Customer tried plugging in multiple devices

Step 4: Check NAT Stats

Navigate to Statistics → NAT Stats. Check the Out Of Resources count for Private NAT Statistics.

If this number is greater than 1,000, bridge the SM. See the Bridging an SM article.

After bridging, if still no connection, bypass the router and set the router's MAC address in Powercode accordingly.

If still no connection at this point, escalate to a senior technician.