HelpCenter

Cisco Routers - Troubleshooting
Updated

Cisco RV110 W & RV215:
Gen3 and Gen3c MicroMarkets

 

Introduction

This article provides a step-by-step guide to test the functionality of the Cisco RV110 and RV215 routers.  

 

Kiosk with Connectivity Issues

Many issues regarding connectivity at a kiosk can be tied to the network equipment being used by the MicroMarket. To determine if an offline kiosk has a problem with the router, follow these steps:

  1. Powercycle the modem, router, and kiosk.

  2. Check to confirm the router is powered on.

  3. Be sure the cables are in working order and properly seated.

  4. Verify that  there is an active internet connection.

Contact 365 Support at (888) 365-6282 if you need further assistance.

 

Kiosk Offline: Confirm Router is Receiving Power

  1. The router (RV110) is located on the backside of the kiosk and is covered by a plate. Loosen the plate covering the router using a long Phillips head screwdriver. When the screws are loose, the cover can be removed.

  2. Lift the router out of the kiosk to check the status lights on the bottom.

  3. The router has a Power button on the far right side. Verify that that the button is pushed down.

  4. If there is still no power, check that the power cable is receiving power. Try switching the power adapter to another outlet on the surge protector.

  5. If the router still fails to power on or light up after checking the above steps, contact 365 Support at (888) 365-6282 for further assistance. 

 

Kiosk Offline: Check CAT5E Cabling

A bad CAT5E Ethernet cable can cause connection issues between the Modem and Router. Cables can fail over time for many reasons, including being bent, internally corroded, or damage to the plastic connectors at the ends of the cable. Check to ensure the cable is working by completing the steps below:

 

1. Check for Status Lights on Router

Check both the WAN (internet) cable and each cable in the LAN ports. The WAN cable will go from the router to a wall jack or directly to a Modem (or OptConnect device). If the router is detecting the WAN cable, the port should be illuminated.

If there are no status lights visible for the WAN connection, the CAT5E Cable may need to be replaced. Try swapping this cable with a working one such as the DVR Cable and check to see if the status light blinks on.

 

2. Check for Status Lights on the Kiosk Computer

Open the kiosk by taking out the two silver screws near the top of the screen on the backside of the kiosk. Verify that the CAT5 cable is still connected to the kiosk computer PC and the lights on the PC Ethernet port are illuminated. 

 

3. Check the LAN ports

Return to the router and confirm that each LAN port with a cable plugged into it is illuminated.  If all cables are securely connected but not being detected by the router, try swapping this cable with a working one such as the DVR Cable and check to see if the status light blinks on.

4. Contact Support

If working CAT5E cable is properly connected, but the light on the router port is still not illuminated, there may be an issue with the router itself, such as a bad port. If the kiosk still is not working, after doing the steps above, contact 365 Support at (888) 365-6282 for further assistance.

 

Kiosk Offline: Check the Network Connection

After verifying that the router is powered on and the cabling is secure, test the internet connection on the kiosk by connecting a laptop to the kiosk network. Follow the steps below to check the Network Connection going into the kiosk WAN port.
Placeholder

1. Disable Wi-Fi on the Laptop

When testing the Ethernet connection, the WiFi should always be disabled. On a Windows 10 computer:

  1. Click the Internet Connection icon in the System Tray.

  2. Click the blue box for WiFi at the bottom of the window. When disabled, the box will turn gray.

 

2. Connect the WAN Cable to Laptop  

Remove the CAT5E cable connected to the router's WAN port and connect it to the laptop's Ethernet port. Test the internet connection by attempting to access a website that is not commonly visited, such as LogMeIn.com.

Placeholder

Internet Access is Unsuccessful

If you do not have internet access on the connected laptop, the kiosk does not have an active internet connection either. Determine the type of connection used at the location by tracing the WAN cable back to the device or wall jack, and completing the troubleshooting below. 

  • OptConnect Connections - 
    • Powercycle the OptConnect.
    • Allow time to the device to reboot and all three lights to illuminate.
    • Attempt to access the internet on the laptop again.
      If issues persist, contact 365 Support at (888) 365-6282 for further assistance.

  • Other Wireless Connections (e.g., AirCard, Cradlepoint) - Powercycle the device and try again. If issues persist, this third-party technology is unfortunately not supported by our technical support team. Contact the provider of the device for further assistance.

  • Local Internet/Corporate Network -
    • If the modem is accessible, powercycle the device.
    • Allow time for the modem to reboot.
    • Attempt to access the internet on the laptop again. If this fails to correct the issue, there may be a local network issue such as an internet service provider outage preventing the kiosk from syncing. Notify the local IT group for further assistance.

 

Placeholder

Internet Access is Successful

If you are able to load several websites, the internet line is active.

  • Reconnect the WAN cable to the kiosk router.
  • Powercycle the kiosk and
  • Check in SmartHQ to confirm the online status is restored.
  • If the kiosk does not come back online after reconnecting the WAN cable, connect the laptop to one of the working LAN ports on the router such as the one used by the DVR cable.
  • Test the internet connection again.
    If you are still unable to load any websites, contact 365 Support at (888) 365-6282 for further assistance.

 

VIDEO: Removing & Replacing a Router for Service