SSCP - Wifi

SSCP - Wifi
Manager's Name:*
Bridgetrack Ticket Number:*
Your Name:*
Store Location:*
Troubleshooting
Issue/Equipment*

Guest WifiDinePlate Wifi
Can you get a hold of the manager?*

YesNo
Cell Number
*****If phones are down please enter a cell for the contact number.
Can the store get on Google.com website?*

YesNoCan't get a hold of manager to TS
**Can the store get on Google.com website?*

YesNo
If no, what is the message it gives them
Can we connect to the store*

YesNo
***Can we connect to the store*

YesNo
Exit out of the Jot Form. Open up new jot form. This time click on Internet. The Internet needs to be working in order for this to work.
Is the guest Wifi down?*

YesVery slow/ on & offNoCan't get hold of manager
Did you verify that they are using the Applebees network name one? (Capital A and Capital B).

YesNo
Which Guest Wifi SSID are they using:*
Is guest Wifi Down?

YesNo
If the answer is YES...Exit out of the Jot Form. Open up new jot form. This time click on Wifi. The Wifi needs to be working in order for this to work.
Dine Plate - Make sure that they are using the correct Name, Security and Password. Page 5817

YesNo
DinePlate Choose a Network:
DinePlate Security:
What devices are they trying to connect to this Wifi*
Note the location of the modem. *
Did you ask the MOD to power cycle the modem by unplugging the power cord, wait 15 seconds then plug the power cord in? If Rack system- did you have them power cycle the switch for the modem on the PDU?*

YesNo
Can the store now get on Google.com website? Can you now connect to the store?*

YesNo
If yes, you can close call. If no.. continue to troubleshoot.
What color is the light on the Gateway. (Should be BLUE)*

BlueWhiteNo Lights OnMOD Doesn't KnowStore is on Spectrum- no gateway
Blue Light on GATEWAY.. DO NOTHING YET
Does the Gateway just have the console light lit on it? If so, this usually means its a bad power supply.*

YesNo
Did you have manager check the power? If Rack store- did you check the PDU for the Gateway/Firewall to be lit?*

YesNo
Gateway-If no, they need to. If there is a reason they are not , please explain.
What color is the light on the Switch*

BlueWhiteNo Lights OnMOD Doesn't Know
Did you have manager check the power?

YesNo
Did you have manager check the wan connection on the gateway and see if cat 5 is secure to isp modem?*

YesNo
Wan-If no, they need to. If there is a reason they are not , please explain.
POE--If no, they need to. If there is a reason they are not , please explain.
Meraki-Are there activity/link lights on the router ports 11 and 12?*

YesNo
Meraki Ports-Did you have mgr unplug cables going into router ports 11 and 12 for 15 seconds and wait 5 minutes?*

YesNo
Meraki Ports-If no, they need to. If there is a reason they are not , please explain.
Can the store now get on Google.com website? Can you now connect to the store?*

YesNo
If yes, you can close call.
Did you contact the ISP & place a workorder? (See google doc for info)*

YesNo
ISP *
If you did not contact ISP, why not?
What is the IP Address (Router Address noted in the google doc)*
Is the ISP able to Ping IP Address (Router Address noted on the Google Doc, Applebee's Store Data)?*

YesNo
Workorder Number & ETA- Also what did ISP say*
Add additional information if needed for Gateway, Switch, Access Point &/or POE
Use: (ISP)Internet Service Provider Troubleshooting Guide
Any additional info
Next Steps (Wifi Fiber Store)
We closed our call but since this store is on Fiber, we were instructed if a fiber store calls about wifi to put a jot form in and you guys would look into replacing the cat 5 if needed.
If phones are down, manager NEEDs to have phones forwarded to a number. Do they agree with this?*

YesNo
Phone Number that mgr wants the phones to be forwarded to:*
Cell
Manager doesn't want phones forwarded because:*
Attachments

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**Check hardware first to ensure your not submitting duplicate request
**Be clear/detailed when supplying information on issue
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SSCP - Wifi

Troubleshooting

**Check hardware first to ensure your not submitting duplicate request

**Be clear/detailed when supplying information on issue