Support - Wireless

 Here you will find the most common resolutions to problems with your wireless connection. 

1.  Power-cycle all of the Internet components. This includes the Motorola Canopy Subscriber Module, routers, switches and/or hubs, and your computer(s)


Start with the Subscriber Module power supply first. To complete this task, you must unplug the unit from it's power source by either a) unplugging the unit from the wall outlet, or b) unplugging the cable that runs into the building from the power dongle.  You must wait 5 minutes before plugging the unit back in to ensure it has completely power cycled.


If you are still encountering the problem, then move to rebooting the router.  If you do not use a router, skip to rebooting your computer.  Most standard home routers are power cycled by unplugging the unit from it's power source.  This can be accomplished by either a) unplugging the power supply cable from the router, or b) unplugging the unit from the wall outlet.


The last step is to shut down and restart the computer. It may be necessary to completely shut  your computer down, and powering back on.  A fresh restart of all the electronics helps to ensure each device has a chance to start anew and wipes out any dynamic settings that may have become corrupted.


The steps outlined above are for the occasional issue.  Occasional issues are problems that occur just a few times.  They can be due things like your internet suddenly stops working, power outages, or after maintenance completed on the network, by Netwurx.  If your problems are more frequent in nature, more than once or twice per month, there may be a larger issue, please contact Customer Service, and we will do our best to troubleshoot and resolve the problem if it lies with our equipment, or your Subscriber Module, but you are responsible for router, switch, and/or computer failures.

2.  Release/Renew your IP address.

Each operating system has its own way to release and/or renew a dynamically assigned IP address. Our included example works for Windows 2000, XP, and Vista, since the problem seems most prevalent on these systems.

From the Start button menu select Accessories, then Command Prompt, or select Run then enter cmd. You should see a black screen with a DOS prompt, like C:\My Computer>. Type the following:

ipconfig /release
ipconfig /renew

This step tells your computer to drop your IP address and request a new one from network.

3.  Checking your network settings.

We always suggest that you configure your computers to use DHCP (Dynamic Host Control Protocol), which is in your network settings for TCP/IP.  If you are using Windows Please make sure the radio button that has "Obtain an IP address automatically" is checked.  This is the default setting for Windows and MAC OS X.

4.  Checking the Motorola Subscriber Module.

If you are having trouble with your internet connection, the first step is to see if your radio is still connecting to our network. If it is, we check to see if it is "communicating" to your network equipment, either your router, or directly to your computer. We run tests called Pings to check for connectivity.

To ping the Canopy radio, open a Command Prompt as explained in troubleshooting step 2 (above). Type in

ping 192.168.5.1

and hit enter. You should see a response similar to the one below:

Pinging 192.168.5.1 with 32 bytes of data:

Reply from 192.168.5.1: bytes=30 time=1ms TTL=255
Reply from 192.168.5.1: bytes=33 time=1ms TTL=255
Reply from 192.168.5.1: bytes=31 time=1ms TTL=255
Reply from 192.168.5.1: bytes=32 time=1ms TTL=255

If you see the following:

Pinging 192.168.5.1 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

The issue appears to be between your computer, and the Subscriber Module.  When this occurs, you need to bypass any router or switch equipment, and plug the Subscriber Module directly into the network plug on your computer.  This helps us eliminate any issues that may be the fault of the router or switch.  Another issue could be with your firewall, or anti-virus software you have.  We may ask you to turn off certain aspects of these software programs.