TISD Online Knowledge Base

A reference resource for TISD customers

If you are having issues connecting to the Internet on our Wireless service, there are several things you can try to restore connectivity.

 

Rebooting the radio equipment
First, the best thing to do is to reboot the radio. It is safe to reboot the radio. The radio has similar components to a computer, including memory and a processor. The device can lock up or bottle-neck if it has been up constantly for a long time. Rebooting the radio will clear and reset all the components on the radio and can restore connectivity if the radio loses association with the tower for some reason.

To reboot your radio, somewhere inside your house or business there will be a power-injector for the radio. Depending on the type of radio at the location, it can have one of several appearances. It is most often a small white or black box about the size of a deck of cards with only a single green light on top with three cable connections going to it. It can also be a small split cable which has the connection from the outside plugged into it, and a power cord.

Simply remove the black power cord from the power injector. This causes the radio outside to lose power. Let it sit for up to 30 seconds to allow the tower to realize the radio is disconnected. Then plug the power cord back in to restore power to the radio. The radio will then try to re-associate itself with the tower.

 

If the connection still does not respond, it is good to do this at least two times in case something did not re-associate correctly. If you have tried this at least twice, and there is still no connectivity, if you have a wireless or wired router at the location, it would be good to power-cycle that device as well using the same method as with the radio.

Finally, some routers have issues with detecting the WAN connection if the radio is not fully initialized and linked when the router is power-cycled. To check for issues with this, power down both the router and the radio's power-injector and wait 30 seconds with both devices off. Once you have waited 30 seconds, plug the radio's power-injector in only. Now you have to wait for the radio to initialize and link with the tower, this can take up to a minute to fully complete. Once you have given the radio time to complete it's association, plug the router in and give that device about 30 seconds to complete it's start up processes and checks. Then try the connection again. At this point, if you have no connectivity, please contact our technical support and we can look for issues in connectivity.

 

Check to make sure all cables are secure
Even though the cables may appear to be secure to networking devices, if the tabs on the Ethernet cabling are broken, this can cause the cables to slide out just enough to cause a loss in connectivity. If you have no connectivity, take each cable going to the power-injector and unplug them one at a time, then plug them back in. Make sure that each connection clicks and cannot be easily pulled out of the power-injector. Also, check the cables plugging into your computer, or router if you have one, in the same manner.

 

Check for Proxy Server settings changes
Some antivirus applications and malicious software like viruses and spyware can change these settings on your computer. This blocks Internet connectivity in web browsers, but can sometimes allow some other applications like instant messengers and email client software to still operate.

To change proxy settings in Internet Explorer 6:
Click "Tools" in Internet Explorer, and go down to "Internet Options".
In Internet Options, click the "Connections" tab at the top, then click LAN Settings at the bottom of this page.
Make sure that none of the check boxes in this window are checked. If any are, deselect them, click OK. Then click OK on the Internet Options screen.
Close any Internet Explorer windows, and try to relaunch the browser.

To change proxy settings in Internet Explorer 7 and later:
Click "Tools" in the upper-right corner of the browser and go down to "Internet Options".
In Internet Options, click the "Connections" tab at the top, then click LAN Settings at the bottom of this page.
Make sure that none of the check boxes in this window are checked. If any are, deselect them, click OK. Then click OK on the Internet Options screen.
Close any Internet Explorer windows, and try to relaunch the browser.

To change proxy settings in Mozilla Firefox 2.0 and later:
Click "Tools" and go down to "Options".
Click on the "Advanced" option at the top of Options.
Click on the tab labeled "Network" and click the "Settings" button on this screen.
Make sure that "No Proxy" is selected, then click OK. Also, click OK on the Options window.
Close any Mozilla Firefox windows, and try to relaunch the browser.

To change proxy settings in Google Chrome:
Click the wrench in the upper-right hand corner of the browser, and go down to "Options".
Click the tab titled "Under the Hood". Click the button on this screen that says "Change proxy settings".
Chrome will open an "Internet Properties" window, click the "LAN settings" button.
Make sure that none of the check boxes in this window are checked. If any are, deselect them, click OK. Then click OK on the Internet Options screen.
Close any Google Chrome windows, and try to relaunch the browser.