Verify the root problem
For example;
SSID's are found but will not join.
No network options on panel, when there are networks available within the environment.
Network card has activity light, but Wi-Fi is not detected.
Troubleshooting steps
- Verify that the Wi-Fi card is in the correct slot and not where the OPS module is supposed to go, ask for a picture if needed. Article with pictures linked here; How to Insert Wifi Module into Q and Z Series Panel
- Have user verify network activity on another device. This is to check that the network is functioning as it should.
- Verify that the ethernet and Wi-Fi sliders are not both slid to the on position.
- Have the user select the network option they would like to use (LAN/Wi-Fi)
- Run a network connection test at this point to see if it was related to the sliders both being on
- If this did not solve the issue, have them go into admin mode via the settings menu. Follow this link for assistance on how to get the user there; https://newlineinteractive.freshdesk.com/en/support/solutions/articles/8000107130-accessing-the-admin-mode
- Run a network connection test at this point to see if it was related to the sliders both being on
- Once in admin mode, go into the reset function. tap network settings reset, this process goes quick, and they will get a pop-up message stating that the settings have been reset.
- After this has been performed, within the same menu have the user tap factory reset; inform the user that this will wipe all settings, local files, users and passwords from the panel, (Firmware will remain intact) this process will take about 3-5 minutes.
- Once the two resets have been performed, let them run through the set-up if it was successful, they should be able to join the network during the set-up process.
- If this still yields no results, gather more information about how many panels they have at their location. If they have at least one more Q that is one the network. Have them take the network card from the working panel and swap the two cards. Perform testing on the boards at this point, try a few different dynamic websites if it appears to have connection to the network. This is for the purpose of localizing the problem to the card or the dock.
- If the problem persists, as a good measure verify they are on the most current version of the firmware, if not this is how to update the board via the zip file method. Link to this process here; https://newlineinteractive.freshdesk.com/en/support/solutions/articles/8000107135-firmware-reload-via-zipped-folder
- Once the two resets have been performed, let them run through the set-up if it was successful, they should be able to join the network during the set-up process.
- If this is related to not being able to join SSID's, have the user activate a hot spot on their phone and explain that it is for troubleshooting purposes only, if the user cannot connect to their personal hotspot, they are on the most current firmware, and these cards problems carry over to the other panel, it is likely a defective network card.
Resolutions
- If the problem has been resolved and the network card is functioning as expected, no further steps are needed.
- If you can determine this is related to the network card dock, ask them about preference in terms of processing an RMA if they would prefer to swap the panel or be sent a network card dock to replace the defective one. (Inventory on parts permitting) Inform them that the timeline on parts being shipped is a logistically easier and faster process than sending a new panel.
- If you can determine that the problem is related to the network card; process a request for a new card to be sent to their address. As with any RMA, ask for the address and business/school district name.