Common problems and solutions

Fixed Wireless vs Satellite Internet

Using Multiple Apps or Devices

How to bypass your router to test your internet connection

Air Advantage Managed WiFi Router

Cycling Power

Start by recycling the power to your router and internet equipment provided by Air Advantage:

1. Turn off the power to the modem/power supply by unplugging the power adapter from the outlet, then unplug the power for the router and wait for two minutes.
2. Plug both the modem/power supply and router power supply back into outlet. Wait for the lights to settle. You should see a steady light on the modem/power supply and the router’s power light.
3. Wait 30 seconds.
4. Turn your computer on.

Try Without the Router

If you continue to have problems, you can try your modem without the router by directly connecting a single device with an ethernet port to the modem/power supply. If the Internet is accessible, try to run it with the router again. If that fails, proceed to the next step in resetting and setting up your router.

Windows 7

Windows 7 users can click the network icon (you may need to click the little pyramid icon beside the clock to see all the settings). The Windows 7 icon changes color according to the condition of your network access:

• White is normal but you may only have access to the local network (but not the Internet).
• Red indicates that there is no access to either the network or the Internet.
• Yellow indicates a problem.

Click on Open the Network and Sharing Center which should open a new window.

At the top is a diagram of your network. There should be solid lines between your computer, the network and the Internet.

If there isn’t, click on Troubleshoot problems and follow the prompts.

Windows 10

Windows 10 users can click the network icon to see the status of your Internet connection(s) and to connect to listed Wi-Fi networks. Look for the word “connected” for both LAN and WLAN connections to ensure they are working correctly.

At the top is a diagram of your network. There should be solid lines between your computer, the network and the Internet.

Mac

Open the Network Preferences from the WLAN icon or look in the Systems Preferences to see your network connections. You may have active connections for Ethernet (LAN) and/or WiFi (WLAN).

If everything is normal, you should see “connected” indicated in the appropriate location(s).

If not, click on Assist Me at the bottom then Diagnostics on the dialogue box that appears. Follow the instructions for the connection that is having problems.

iOS or Android

Mobile devices can connect via both wireless networks and cellular networks (smartphones and cellular-capable tablets). At least one must be enabled and have access to an available network to use the Internet.

• Look under setting for the Wi-Fi and cellular (where available) settings.
• Ensure that Wi-Fi or cellular is enabled.
• Ensure that airplane mode is NOT on.
• Ensure that Do Not Disturb is NOT enabled.

Check the Cables

The troubleshooter may prompt you to check the router settings, but first you’ll need to ensure that the network cables are firmly attached to your modem/power supply and your router and that the cables are not damaged.

• Check the connections at both ends of all the wires. This may sound silly, but things get pulled or simply break.
• Check the connection to the outdoor antenna as well as the CAT5 network cables between the modem and/or router as well as the computers.
• On most systems there should be a green LED lit if the network cable connection is working.

Try replacing the cables. If the connector retainer (a small, springy plastic that holds the cable firmly in place) is broken or has lost its ability to retain a firm connection then the connection may be weak or intermittent.

Resetting Your Router

If you continue to have problems, you should try resetting the router. CAUTION! This will require you to reconfigure your router just as when it was new out of the box.

• Factory settings are the defaults that came with your router. Resetting your router will remove any customized settings including wireless network names and wireless passwords.
• Make a note of any existing settings before resetting your router (if possible). Many provide a method of saving settings to your computer. Consult your router manufactures documentation for more information.
• Most have a recessed reset button. To restore factory settings, hold down the button for a minute or two with the tip of a ball point pen or paper clip.

Configuring the Router

You will then have to configure your router to set up your network and connect to your ISP.

• Ensure that your computer is connected to the router with a network cable during the setup process.
• Never alter your router settings while connected through a wireless connection — you will lose access to the router when it reboots during the setup process.

You may wish to have some professional help to ensure you retain the maximum security and correct settings for your network.

At the very least you should read the manual provided with your router so you understand the process and what each of the settings will change.

• You can obtain the instructions for your particular router from the manufacturer’s website or from the documentation that came with your router.
• Never retain default settings as this compromises your network security.
• Change the default settings (especially the password) to protect your network from malicious attacks.