Newly added circuits do not come online

Description - A new ISP circuit is not online. It is connected to the Bigleaf router and is configured in Bigleaf Cloud Connect.

Indicators of this issue - A circuit that is offline will show as 'down' on the Site Overview page in Cloud Connect. In the picture below, you can see which circuits are down. Select the site name to see more information on the Site page. From the Site page, you can select the circuit in question to begin troubleshooting the issue.

Potential Causes

• The circuit is configured with incorrect IP addressing information in Cloud Connect's Site Configuration page.

• The cable between the Bigleaf router and the ISP equipment is bad or is not connected properly.

• The ISP equipment is not powered on.

• The ISP equipment has not been activated or configured by the ISP.

Tests and Solutions

• Verify that there is power to the ISP equipment.

• Ensure known good network cables are used to connect the Bigleaf router with ISP equipment.

• Verify the IP address information that is configured in Cloud Connect is correct.

• If the above steps don’t solve the issue, test connectivity of the ISP without Bigleaf:

  • Connect a laptop directly to the ISP circuit or equipment directly with the IP address configuration provided by ISP.

  • Verify and test internet connectivity through the ISP circuit.

  • If this test doesn’t work, the ISP circuit is probably offline, and you should contact the ISP for help.