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Wed, Nov 14, 2018 6:45 AM

Answered

How can I prove our ISP is causing internet issues and not our Unifi hardware?

Scenario: we have full Unifi with USG Pro, Unifi 48 switch, and several UAP-Pros and UAP-AC-Pros. We don't have a need for a full time tech person but I cover the responsibilities when things come up.

Over the last 7 days we have had 3 occurrences where we lose connectivity with the outside world for several minutes. Over Ethernet or wi-fi, no one can access websites or ping to known IP addresses like 8.8.8.8.

A call with Spectrum support indicates they see no issues with our cable modem. Also, interestingly, the Unifi controller continues to show green for WAN when this happens - in past experiences this would show orange or red, IIRC.

My thought is the next time it happens, I'll run down to the telco room and try to hook my laptop up to the modem directly to test connectivity. But I'm wondering if in the meantimes there's some relevant logs I can access to help indicate what might have happened.

Any thoughts/recommendations for troubleshooting? This is disruptive to our business and I hate not knowing exactly what's causing the issue.


Responses

69 Messages

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1.1K Points

2 years ago

This is RUCKUS forum if Im not mistaken..
UNIFI controller has ALERT page whith archiving tunes. Try to read it.
What port looking to internet? D U have rooter/switch domain btw wlc & APs?
In serios networks MUST be 2 ISP - basic & reserve with avto switching btw em by your router.
Any router has some logs too. Check PHY errors first (UP/DOWN), then CRC on the port to ISP.

28 Messages

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508 Points

2 years ago

This is definitely a Ruckus forum. I just checked :) This is the relevant Ubiquiti forum: https://community.ubnt.com/unifi

2 Messages

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90 Points

2 years ago

Scenario: we have full Unifi with USG Pro, Unifi 48 switch, and several UAP-Pros and UAP-AC-Pros. We don't have a need for a full time tech person but I cover the responsibilities when things come up.

Over the last 7 days we have had 3 occurrences where we lose connectivity with the outside world for several minutes. Over Ethernet or wi-fi, no one can access websites or ping to known IP addresses like 8.8.8.8.

A call with Spectrum support indicates they see no issues with our cable modem. Also, interestingly, the Unifi controller continues to show green for WAN when this happens - in past experiences this would show orange or red, IIRC.

My thought is the next time it happens, I'll run down to the telco room and try to hook my laptop up to the modem directly to test connectivity. But I'm wondering if in the meantimes there's some relevant logs I can access to help indicate what might have happened.

Any thoughts/recommendations for troubleshooting? This is disruptive to our business and I hate not knowing exactly what's causing the issue.

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Former Employee

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2.6K Messages

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44.8K Points

2 years ago

And no more SPAM Divine James...!