Control4 PCNA Network Troubleshooting User Manual

If you get stuck…
PCNA Network Troubleshooting Guide
Use this document if something went wrong with your network setup. By now, you should have put together your PCNA network and connected it to the Internet through a fiber network box, cable or DSL modem, or Ethernet network port. After you complete each of the following steps, test your Internet connection. If you are unable to connect, go to the next step.

Overview of Troubleshooting Steps

STEP 1 Renew your computer’s network host configuration.

1. From the Apple ( ) menu, click System Preferences.

2. In the System Preferences window, click Network.

3. In the list on the left, click the Ethernet connection that is labeled, “Connected.”

4. Click Advanced.

5. On the TCP/IP tab, click Renew DHCP Lease.

6. Open a web browser and test your Internet connection by navigating to www.snapone.com

7. Right-click the Start menu ( ) and click Windows PowerShell or Command Prompt.

8. Type ipconfig /release and press Enter.

9. Type ipconfig /renew and press Enter.

10. Open a web browser and test your Internet connection by navigating to www.snapone.com

STEP 2 Restart your computer.

1. From the Apple ( ) menu, click Restart.

2. After your computer restarts, open a web browser and test your Internet connection by navigating to www.snapone.com

3. Right-click the Start menu ( ) and click Shutdown or sign out > Restart.

4. After your computer restarts, open a web browser and test your Internet connection by navigating to www.snapone.com

STEP 3 Verify the network is powered on.

a. Verify the power cords for each device are firmly connected according to the diagram below.
Note: In countries that use 240VAC, the WattBox 250 is substituted with a Pakedge P2E managed power unit.

b. Power cycle the network by pressing the on/off button on the WattBox 250, both controlled outlets will turn off. Wait five seconds and then press the on/off button again, the WattBox 250 will sequentially power on each network device. After a few minutes, your network will be completely powered on again. Note: In countries that use 240VAC, unplug the Pakedge P2E from its outlet, wait fives seconds and then plug it back in again. The Pakedge P2E will sequentially power on each network device. After a few minutes, your network will be completely powered on again.
c. Verify the power indicator LEDs are illuminated on each device. Repeat Step 1: Renew your computer’s network host configuration, to test your Internet connection.

STEP 4 Verify the Ethernet cables are properly connected.

Use the diagram below to verify that you have properly connected your networking equipment. Verify that each Ethernet cable is securely seated in the correct port.
After you verify the Ethernet cables are properly connected, repeat Step 1: Renew your computer’s network host configuration, to test your Internet connection.

STEP 5 Factory reset network equipment.

Insert a paperclip, or similar instrument, and reset each networking device to its factory settings. Reset devices in this order: the router, the switch, the wireless access point, and then the managed power unit. Wait for each device to complete the reset process before moving to the next device (approximately five minutes per device).
After all of your network devices have been reset, repeat Step 1: Renew your computer’s network host configuration, to test your Internet connection.

STEP 6 Resolve network conflicts between routers.

If the preceding steps haven’t worked, chances are the Internet port you connected your PCNA network to uses the same network address as the Pakedge RT-3100 router. Out of the box, the router creates a network with an address of 192.168.1.0 If your fiber network box, cable or DSL modem, or Ethernet network uses the same network address, your router cannot route traffic between the Internet and your local network.
To resolve this router conflict, choose one of the following solutions:
a. Some fiber network boxes and cable or DSL modems will allow you to change their local network settings to use a different network address. Refer to the manufacturer’s documentation or search the Internet for instructions about how to update the settings for the model fiber network box, cable or DSL modem you have.

1. Disconnect your computer from your PCNA network and connect it directly to your fiber network box, cable or DSL modem.

2. Follow the manufacturer’s documentation to update the device’s LAN configuration to use either the 10.0.0.0 or 172.16.0.0 private network address by applying one of these specifications:
   10.0.0.0 Private Network

   IP Address| 10.0.0.1
   Subnet Mask| 255.255.255.0
   DHCP Range| 10.0.0.10 to 10.0.0.254
   172.16.0.0 Private Network
   IP Address| 172.16.0.1
   Subnet Mask| 255.255.255.0
   DHCP Range| 172.16.0.10 to 172.16.0.254

3. Reconnect your PCNA network as directed in Step 4: Verify the Ethernet cables are properly connected.
4. Repeat Step 1: Renew your computer’s network host configuration, to test your Internet connection.

b. Add an intermediate router between the Pakedge RT-3100 router and your Internet port. Just about any old router, you can configure will do. If you don’t have an extra router available, there are several models of economical, “travel” size routers you can order online that will work. Make sure the router you use can be configured to use either the 10.0.0.0 or 172.16.0.0 private network address and has both WAN and LAN Ethernet ports.

1. Disconnect your computer from your PCNA network and connect it directly to your intermediate router.

2. Follow the manufacturer’s instructions to update the intermediate router’s LAN configuration to use either the 10.0.0.0 or 172.16.0.0 private network address by applying one of these specifications:
   10.0.0.0 Private Network

   IP Address| 10.0.0.1
   Subnet Mask| 255.255.255.0
   DHCP Range| 110.0.0.10 to 10.0.0.100
   172.16.0.0 Private Network
   IP Address| 172.16.0.1
   Subnet Mask| 255.255.255.0
   DHCP Range| 172.16.0.10 to 172.16.0.100

3. Connect the Pakedge RT-3100 router’s WAN 1 port to the intermediate router’s LAN port (see diagram below). Leave all other connections as shown in Step 4: Verify the Ethernet cables are properly connected.
4. Repeat Step 1: Renew your computer’s network host configuration, to test your Internet connection.

Note: This solution is just a temporary one to help you complete the hands-on activities that are part of PCNA. NEVER use this temporary solution for a customer’s network.

STEP 7 Contact Your Internet Service Provider

Your Internet Service Provider may have some helpful information and tips for configuring their device to work with your PCNA network. This may include putting the fiber network box, cable or DSL modem into “bridge mode.” When you contact your ISP, be prepared to explain that you are connecting your own router to their device as well as the troubleshooting steps you have already tried.

STEP 8 Contact Snap One Technical support

If you are still unable to connect to the Internet through your PCNA network, contact Snap One Technical Support.
Email: techsupport@SnapOne.com
Phone: 1-866-838-5052 (US and Canada)
44-190-421-1054 (Europe, Middle East, and Africa)
400-2501-490 (India)
61-1800-990-548 (Australia)

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