Meraki Routers - Troubleshooting
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Tools:  

  • Phillips-Head Screwdriver
  • Laptop with Ethernet Port

 

Difficulty:

Easy

 

 

Table of Contents

 

 

 

Introduction

This article provides a step-by-step guide to test the functionality of the Meraki Z1 and Z3 routers.

 

Kiosk with Connectivity Issues

When a kiosk experiences a connectivity issue, the result may be due to the kiosk network equipment. To determine if an offline kiosk has a problem with the router, follow the steps below:

  1. Power cycle the modem, router, and kiosk.

  2. Check to confirm that the router is powered on.

  3. Be sure the cables are in working order and properly seated, including the WAN/Internet cable going to the local IT or OptConnect.

  4. Verify that there is an active Internet connection.

  5. Contact 365 Support at (888) 365-6282 for further assistance.

 

Kiosk Offline: Confirm the Router is Receiving Power

  1. Open the door on the rear of the kiosk.

  2. Verify that the power cable is plugged in correctly to the router and plugged into the surge protector inside the kiosk.

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

  4. If there is still no power, check to be sure 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 the 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 occurring to the plastic connectors at the ends of the cable. Verify that the cable is in working order 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 back 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, swap this cable with a working one, such as the DVR Cable, and check to see if the status light blinks on.

Note: The Kiosk should always be plugged in to the first, second or third open LAN port, never the last LAN port (Split Tunnel) or the WAN/Internet port.

 

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 after following the steps above, the kiosk is not working properly, 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.

 

1. Disable WiFi on Laptop

When testing the Ethernet connection, WiFi should always be disabled as follows:

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

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

 

2. Connect WAN Cable to Laptop

Remove the CAT5E cable connected to the router's WAN/Internet 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.

 

Internet Access is Unsuccessful

If you have no Internet access on the connected laptop, this indicates the kiosk does not have an active internet connection. Determine the type of connection used at the location by tracing the WAN cable back to the device or wall jack and follow the troubleshooting steps below. 

  • OptConnect Connections –
    • Power cycle the OptConnect.
    • Allow time for 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) – Power cycle 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, power cycle 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. Contact the local IT group for further assistance.

 

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 WAN/Internet port.
  • Power cycle the kiosk and router.
  • Check in ADM to confirm that 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 (Lan 1, 2 or 3, never the last LAN that is reserved for the DVR)
  • Test the Internet connection again. If you are still unable to load any websites, contact 365 Support at (888) 365-6282 for further assistance.