How do I troubleshoot a connectivity issue for a billboard?

Question

  • How do I troubleshoot a connectivity issue for a billboard?
  • How do I troubleshoot a modem or router issue for a billboard?

Environment

  • Billboard
  • Linksys RV042 router
  • Cisco RV042 router
  • Netgear FVS114 router

Answer/Steps

  • Follow the steps below based on the equipment that you have available onsite until the issue is resolved. Once the issue is resolved you should not continue on to the next steps.
  • Please note that power cycling the modem or router should not be the first step performed and at no point should the modem and router be power cycled at the same time, this will help ensure that any failing part be properly identified and prevent recurring issues.

 

No Laptop available

Prior to opening the remote enclosure, be aware that when the enclosure door is opened the door switches will likely cause the display to go blank. If the internet connection is not restored either a working monitor and keyboard in the enclosure or a laptop with necessary programs will be needed onsite to restore content playback on the display.
  1. Observe indicator lights on the modem and router.
    • Look for link lights on ports that have cables attached to them, specifically the ports connecting the modem to the router and the router to the onsite equipment.
    • Look for any lights on the modem that may indicate whether it has service or is online (modem manual may need to be looked up to determine expected indicator behavior).
  2. Cycle power to the router.
  3. When router finishes booting back up check to see if the site is back online and you are able to view the webcam for the site.
  4. Cycle power to the modem.
  5. When modem finishes booting back up check to see if the site is back online and you are able to view the webcam for the site.
  6. If connection comes back up after rebooting a device it can be determined that it is what was causing the connection issue, repeated issues with the device may warrant replacement.
  7. If Still not able to connect to the site after communication equipment has been rebooted further troubleshooting will be needed.
    • If indicator lights on modem suggest it may be causing an issue, contact your internet service provider.
    • If indicator lights do not suggest one device over the other a laptop will be needed onsite to determine which device is not working or to determine if the issue is configuration related.

  

Laptop with Daktronics utilities installed available while onsite
  1. Observe indicator lights on the modem and router.
    • Look for link lights on ports that have cables attached to them, specifically the ports connecting the modem to the router and the router to the onsite equipment.
    • Look for any lights on the modem that may indicate whether it has service or is online (modem manual may need to be looked up to determine expected indicator behavior).
  2. Connect laptop to router and attempt to get online.
    • If able to get online but are not able to connect to onsite equipment or view the webcam there may be a configuration issue, contact Daktronics for assistance.
  3. Connect laptop directly into the modem and attempt to get online.
    • If not able to get online verify whether or not you receive a valid IP address from the modem (not a 169.xxx windows IP when laptop is set to obtain an IP automatically).
    • If any site specific IP settings are required by your ISP, set them on your laptop and try to get online again.
  4. If able to get online through the modem but not the router attached to the modem cycle power to the router and attempt connection through it again.
    • Repeated instances of having to reboot the router to restore connection warrants replacement.
  5. If not able to get online directly through the modem cycle power to it and verify whether or not you are able to after it powers back up.
    • If not able to get online after power cycle or if there are repeated instances of having to reboot the modem, work with your ISP (could be line/ service issues or the modem may need to be replaced).

KB ID: DD2654074


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DISCLAIMER: Use of this content may void the equipment warranty, please read this DISCLAIMER prior to performing any service of the equipment.