Basic Troubleshooting

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Basic Troubleshooting

Troubleshooting can go to the very basic of turning your device off and on again to the more advanced testing on various MPOE Types. This should help point you in the right direction and fix what was different from before.

Questions to ask

  • What is different from before?
    • Did you switch routers, add a security camera or take that old computer down from the attic? That may not be the issue but switching back to a setup you knew worked is a great way to isolate the issue.
  • Can you isolate the issue?
    • Streaming Netflix on your TV is a wonderful beautiful and complex thing. When it stops working it is tragic. Absolutely tragic. Where is the issue? Can you stream on another device? Does it work over wireless? Does it work wired? Knowing where/what the problem is key. Knowledge is power.

Internet Issues

For broadband troubleshooting, Sonic Support generally breaks out problems into three broad categories: No Sync, Sync-no-Surf, and Performance issues. Any of the above can be either intermittent or continuous, chronic or acute.

A no-sync problem's primary symptom is that the modem indicates that it is unable to synchronize with the equipment on our end of the line. This prevents any data from crossing the circuit in either direction.

A sync-no-surf problem often looks the same to the end-user, where the modem is asyncronized with the Sonic equipment but no traffic is able to cross. Often you will see a red "Service" light. Sometimes labeled "Line" or "DSL" or "ADSL" depending on make and model. From the perspective of using your connection, the problems are identical, but from the perspective of fixing the connection, they are quite different.

A performance issue is when modem is connected to the equipment on Sonic's side and traffic is able to pass through, but not in a satisfactory way. This can range from general slow speeds to high latency to packet loss or routing problems to specific hosts on the Internet.

Wi-FI Troubleshooting

While Wi-Fi is incredibly convenient, it is also less stable than traditional wired connections due to potential interference and range issues. When a consistent, low latency connection is important, it is always advised to use a wired connection instead of a wireless connection. The same is true for when you're trying to maintain the performance of your line. See our Wi-Fi Troubleshooting article for an in-depth look at solving Wi-Fi related problems.

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