Troubleshooting

Experiencing Service Issues?

We are very sorry you are having issues with your service. Problems can arise for a number of reasons. Follow the the general troubleshooting steps to resolve the most common networking issues. If you are still experiencing issues and using a router you will need to bypass the router and connect directly to the SLI radio. If your service is working after a bypass that is an indication that your router may need to be reconfigured or replaced.


External Network vs. Internal Network


The main reason we ask to bypass your router is to determine if you are experiencing an External Network or Internal Network issue.


SLI supports external network issues including problems with your SLI radio and power adapter as well as our towers and upstream network devices.


SLI does not support internal network issues. This includes issues with your computer, router or other home network devices. If you are experiencing an internal network issue and a service technician is dispatched, you will be billed for the service call. As an alternative, we may refer you to a third party technician for your internal network issue.

Silver Lake Power Adapter

power_adapter

General Troubleshooting

Step 1: Unplug the Power Cable

Unplug the Power Cable to your SLI Power Adapter.
At the same time unplug the power cable to your router, if used.


Step 2: Check the POE Cable

Ensure the POE Ethernet Cable is securely connected.
The POE Ethernet Cable is often grey or blue and runs outside to your radio.
Unplug and reconnect the cable until it clicks firmly into place.


Step 3: Plug-in the Power Cable

Plug-in the SLI Power Adapter Power Cable.
The Power Light should be on solid; and not blinking.
If you have a router; leave it powered off at this time.


Step 4: Check the LAN Cable

Ensure the LAN Ethernet Cable is securely connected.
The LAN Ethernet Cable should connect to the ‘Internet‘ ‘WAN‘ or ‘Uplink‘ port on the router OR directly to the Ethernet Port on your computer. Unplug and reconnect the cable at both ends until it clicks firmly into place.
THIS CABLE SHOULD NOT BE PLUGGED INTO A NUMBERED PORT ON THE ROUTER


Step 5: Reboot Devices

Re-boot your computer, and wait until it has fully loaded.
If you have a router, re-connect the power cable at this time.


Step 6: Check your Connection

Open your Web Browser and check for a connection.
If you are still unable to get online AND you are connected through your router then you will need to bypass your router.

How to bypass your router

Step 1: Follow the LAN Cable

Locate the LAN Ethernet Cable that is connected to your radio power adapter and follow it to the ‘Internet‘ ‘WAN‘ or ‘Uplink‘ port on your router. ** May Vary By Model


Step 2: Connect your Computer

Un-Plug the LAN Ethernet Cable from the router and connect it directly to the Ethernet Port on your Computer.


Step 3: Disable WiFi

Disable the WiFi Adapter on your computer or disconnect from any active Wireless Network. Also unplug the Power Cable to your router. This is to avoid network connection conflicts.


Step 4: Reboot your Computer

Congratulations! You are now connected directly to our radio.
Re-boot your computer, and wait until it has fully loaded.


Step 5: Check your Connection

Open your Web Browser and check for a connection.
If you are still unable to get online please Contact Us for Support.

Contact Us

Send Us a Message



Having trouble with your service? Check out our Troubleshooting page.


Ready to book an install?

Call us or fill out the contact form. In order to verify when and if we can service your home please make sure to provide your address.


Terms of Service PO BOX 1071 Lehi, UT 84043 801 901 4075