Troubleshooting
A connection that cuts in and out almost always has a pattern. Find it, and the fix is usually quick. Here is where to look.
First, sort out which system is dropping. If a wired device stays online while phones and laptops fall off, it is the WiFi. If everything drops at once, it is the connection or the equipment feeding it. Start at step one either way.
Ten minutes, no tools. The pattern usually shows up early.
Unplug the PoE injector (the antenna's power adapter) for 30 seconds and plug it back in. Then do the same with the router. Wait a few minutes before judging the result.
Push both cable ends at the injector, and the WAN cable at the router, until they click. Look at the cable where it enters the building for kinks, crushing, or sun damage.
The injector needs an outlet that is always on. A switched outlet, a power strip that gets bumped, or a tired surge protector can drop the antenna for a moment.
Stand under the antenna and look the way it points. New growth, a new fence, or a neighbor's addition between the antenna and our tower site can clip the signal.
If only wireless devices drop, a microwave, a cordless phone, a baby monitor, or a neighbor's network may be the cause. Our WiFi guide covers what to try.
Write down the time of each drop, the weather, which devices, and whether they were wired or on WiFi. This is the fastest route to a fix when you call.
Match what you see to a column. It tells you which guide to open next.
The indoor system from the router to your devices.
Tower site to the antenna at your property, then by cable to the router.
Marin, Sonoma, and Napa hillsides and rural parcels are living places. These are the changes we see most.
A clear line of sight at installation can close in over a few seasons as oaks, redwoods, and eucalyptus fill in. Hillside and rural properties see this most.
A new building, an addition, a barn, or a tall fence between the antenna and our tower site changes the signal.
A big wind can shift an antenna or loosen a mount. Heavy rain and fog can affect the signal briefly at some properties.
A power dip too short to notice can still reset the injector or the router. A reset that repeats at the same hours is worth telling us about.
Network monitoring is 24/7/365. We watch the link to your antenna and can often see the cause from our side, sometimes before you call.
Call (415) 892-7711
Text (415) 892-7711
Email info@webperception.com
Phone support and network monitoring are available 24/7/365.
Office and sales hours: Monday through Friday, 9 AM to 5 PM Pacific.
Heavy rain, fog, and wind can affect a wireless signal at some properties, usually briefly. If drops track the weather every time, tell us. We can look at the link and, where it helps, re-aim or relocate the antenna, quoted before any work starts.
Usually not. If a wired device or a laptop next to the router stays online, the internet connection is up and the WiFi is the part to look at. Start with the WiFi guide, and call us if you want help with coverage.
No. Remote diagnosis comes first, and many issues are resolved that way within minutes. If a technician needs to come to your property, we schedule it with you, and an adult must be present during the appointment.
Yes. Fixed wireless needs a clear line of sight between the antenna at your property and one of our tower sites, and growth over a few seasons can close that gap. Trimming is your call. Re-aiming or relocating the antenna is ours, and we quote it before work starts.
One full power-cycle in the right order is a useful test. If you find yourself restarting every day, stop and call us. Repeated restarts hide the pattern we need to see.
Call or text the local team in Novato. Phone support and network monitoring are 24/7/365, and we stay with the issue until it is resolved.
Phone support and network monitoring are available 24/7/365. Office and sales hours: Monday through Friday, 9 AM to 5 PM Pacific.
