Issues that appear to be related to the internet can mask themselves in many different ways. Please go through the following leading questions to help diagnose, and hopefully solve your issue.

Continue

 

 

Is part of the network down? This could be internet, wifi, phones, etc.?

Not all items are working

 

All items are working

 

Some items are working

 

 

Have you checked to see what is not working? All internet, wifi, phones, POS terminals?

Yes, I have checked to see which items in the rack are not working

 

No, I have not checked to see which network items are not working

 

 

 

Confirm power to the rack

 

 

Do all the items in the rack have power (especially the modem - connected to X1 on the SonicWall, the Peplink, connected to X2 on the SonicWall, the SonicWall itself, the Back Office switch, connected to X3 on the SonicWall, and the Wifi switch, connected to X4 on the SonicWall unless a Back Office/Wifi combo switch is in place, then X4 should be empty.

 

Yes, all rack items have power

 

No, all rack items to not have power

 

 

If all devices have power, please power cycle the modem (connected to the X1 port on the SonicWall.

After power cycling,

 

 

Cerdant/Logically should submit a ticket proactively on your behalf and copy the club distributin list to keep you in the loop after the internet has been down for 30 minutes. This prevents short power outages from causing a false alarm. You may also submit a Woven ticket if you wish.

 

 

Do not dig around much, but see if you can identify the power issue (is there a surge protector with a light off or a beeping noise on a power supply?

I could restore power

 

I could not restore power

 

 

If you could restore power, is the issue resolved?

Yes, the issue is resolved

 

No, the issue is not resolved

 

 

Have a great rest of your day!

 

Pleas

 

Please submit a Woven ticket stating what items in the rack (if not all) are without power. 

 

 

Please check the phones, check-in computer, ABC terminals, UFP laptop, camera monitor and printer to see if they are working. If only the POS terminals are working, that points to the main internet being down and the Peplink working as a limited backup internet option.

Cerdant/Logically should submit a ticket proactively on your behalf and copy the club distribution list to keep you in the loop after the internet has been down for 30 minutes. This prevents short power outages from causing a false alarm. You may also submit a Woven ticket if you wish. 

 

If all items are working, your club should be ready to go!

This content will be shown (depending on) when button above is clicked

 

 

Ticket Creation Instructions:

Work Order Requirements: 

• Work order to be entered into Woven. 
• See SOP for WO creation or processing.  

WO Details:   

• Trade: IT-Hardware Support
• Facilities Comp: IT-Internet/WIFI (Networking)
• Reason: Internet Issue
• Type:  Facilities 
• Priority:  Critical 
• Assignment:  Graham Staniforth (Auto Close?)

Call Out Instructions:   

• Business/After Hours: No contact needed. 

Leading Questions:

1. Have the modem been rebooted?
2. Can you connect to PFOps or Club Wifi
3. Is the Peplink powered on?
4. Can the POS Terminals access DataTrak?
5. Do the phones work?
6. Is the front desk computer connected to the internet?
7. Is there power to the IT Rack? (SonicWall, Modem, Switches)