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W6B: Troubleshoot Internet Connection

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Article Number000023674
TitleW6B: Troubleshoot Internet Connection
URL NameW6B-Troubleshoot-Internet-Connection
SummaryW6B: Troubleshoot Internet Connection
Validation StatusValidated
Keywords
W6B, Main Access Point, satellite, extender, setup, troubleshooting, Internet, no access, LED, no Internet, red
Question
How do I troubleshoot Internet connection issues with the W6B extenders?
Answer
If Internet connection issues with the W6B arise, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue.  This document provides helpful information for troubleshooting Internet connection issues with the W6B extenders.


Troubleshoot Internet Connection on the W6B Main Access Point

Pre-Condition:
The Wi-Fi router must have an Internet connection.  Check the Internet/Online LED of the Wi-Fi router for Internet connectivity.  If the Wi-Fi router is not connected to the Internet, reference the manual or contact the Internet provider to troubleshoot the Internet service.

Resolution:
Check LED on the W6B Main Access Point.  When the LED is Red, the Internet connection is disconnected.  Perform the following troubleshooting steps:
  1. Confirm the client devices are Wi-Fi 6E capable.  For a list of Wi-Fi 6E capable client devices, refer to article # 19241 - Wi-Fi 6E Capable Client Devices. 
  2. Securely connect the Ethernet cable connectors to the Ethernet port of the W6B Main Access Point and to the another LAN port of the Wi-Fi router.  The W6B Main Access Point must be 12 inches away from the Wi-Fi router.
  3. Power cycle the Wi-Fi router, wait for it to completely boot up (may take at least 2 minutes or so) and then the W6B Main Access Point (may take up to 2 minute).  The W6B Main Access Point LED will become solid blue indicating Internet connection is established.
  4. As the last resort, factory reset the W6B Main Access Point (including the W6B Satellite) by pressing down the reset button (while the Wi-Fi router is powered on) on the back panel for 20 seconds.

    NOTE: Factory reset will erase all customized settings.
  5. From a laptop or mobile device that is connected to the home network, launch a web and enter https://w6b.local.  For assistance with Web Manager access, refer to article # 19244 - W6B: Web Manager First Time Login.
  6. Enable the Wi-Fi 6E network and connect the Wi-Fi 6E capable client device.  For assistance with enabling the Wi-Fi 6E network, refer to article # 19242 - W6B: Wi-Fi Network Setup.

Troubleshoot Backhaul Connection on the W6B Satellite 

Pre-Condition:
Check the LED on the W6B Main Access Point for Internet connectivity.  If the LED is Red, reference the section above to troubleshoot the W6B Main Access Point.  The W6B Satellite uses the backhaul to connect to the W6B Main AP.

Resolution:
  1. Check the LED on the W6B Satellite.  When the LED is Red, the Backhaul connection to the W6B Main Access Point is disconnected.
    • For Wireless Backhaul connection:
      -Relocate the W6B Satellite closer to the W6B Main Access Point (within recommended 20 feet of distance).
      -Press and hold the Sync button for 30 seconds on the back of the W6B Satellite to reload the Backhaul Wi-Fi connection.
  2. Power cycle the W6B Main Access Point and Satellite.  Turn off the power on the both W6B for two minutes.  Then power up both the W6B to connect to the Internet.
  3. As a last resort, factory reset the W6B Satellite by pressing down the reset on the back panel for 20 seconds. 

    NOTE: Factory reset will only erase the settings in the W6B Satellite and the customize setting in the W6B Main Access Point are not impacted.
     
  4. Securely connect the Ethernet cable connectors to the Ethernet port of the W6B Satellite and to Ethernet port on the client device.
  5. Reboot the Ethernet client device and then power cycle the W6B Satellite (may take up to 2 minute).  The W6B Satellite LED will be solid blue indicating the backhaul is connected to the W6B Main AP.
  6. Check the IP address of the Ethernet client device for connectivity. 
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