No Internet — Inactive SM (Radio Offline)

No Internet — Inactive SM (Radio Offline)

Use this when the customer is offline and their equipment is offline as well.

Three possible causes:

1. Equipment is not powered on
2. Equipment is out of alignment
3. The parent AP is down

Step 1: Check the Parent AP

In Powercode, click More on the SM → navigate to Parent/Child. The tower will appear. Even if it shows green, click on the AP and directly connect to verify it's actually online — probes are not always up to date.

Step 2: Check Equipment Alignment

Click More on the SM → Graphs → change graph to Cambium Canopy SM Signal → view past 30 days.

• Gradual decline → Trees blooming in signal path. Customer needs a service call, possibly remount or tripod.
• Sudden drop → Equipment knocked out of alignment or jumped to wrong AP. Try the AP Evaluation fix below.

Check for CRC Errors

Statistics → Ethernet → scroll to CRC Error. If greater than 0:

1. Have customer unplug router, reboot the SM
2. After reboot, check if CRC is still incrementing
3. If yes → schedule service call
4. If no → have customer plug router back in, check again
5. If it increases with router → suggest replacement router

Step 3: Check Customer Equipment

Verify the POE (power-over-ethernet) injector is powered on:

• Cable from outside must be in the "To Radio" or "Gigabit Data + Power" port
• Check for green light (lower left on older units, on the unit itself for newer models)
• If no green light → try different outlet. If still no light → customer needs new POE unit ($20, plus $5 shipping optional). Create a ticket and transfer to the relevant party.

Step 4: Direct Login (if above failed)

Have customer plug the WAN cable directly into their laptop and find the equipment address:

Method 1: Command Prompt

1. Open Start menu → type "cmd"
2. Run ipconfig
3. Get the Default Gateway address
4. Navigate to that address in a web browser

Method 2: Common addresses to try

• 192.168.10.1
• 169.254.1.1

If you can log in, navigate to Tools → AP Evaluation → Rescan APs. Review signal strength and results.

If nothing works, schedule a service call.