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Basic Store Router and Network Troubleshooting

If your store is experiencing internet connectivity or device‑sharing issues, please refer to the guide below for basic checks and troubleshooting steps.

IMPORTANT

  • If your store phone system uses the internet (VoIP):
    Avoid turning off the modem, router, or switches during peak/busy hours. Power cycling may interrupt phone calls.

  • Do NOT press the RESET button on the modem or router:
    This restores factory settings, erases preconfigured setup, and can cause extended downtime.
    If a reboot is needed, power off/on instead (do not reset).

 

 

Quick Guide: Understanding Router / Modem Lights

Light Meaning
Power ON = device has power
Internet/WAN Green/Blue = connected, Flashing = connecting, Red/Off = problem
LAN Ports ON/Blinking = active connection, OFF = no link
Wi‑Fi/WLAN ON = Wi‑Fi enabled
Phone/VoIP ON = registered, Off/Blinking = phone service issue

⚠️ Light names and colors vary by brand, but these patterns are generally reliable.

 Everything Is Down

(No internet on any device; phones may also be down)

  • The store is not receiving internet from the service provider
  • A core network device (modem, router, or switch) is offline or improperly connected

Fixes

Check modem and router lights

  • Power light is ON

  • Internet / WAN / DSL / NBN light is ON (not red)

  • LAN lights are ON or blinking for connected devices

Check the network switch (if used)

  • Power light is ON

  • Router‑to‑switch cable is firmly connected

  • Uplink/bridge port has a light

Unplug and Reconnect all network cables

  • Modem ↔ Router

  • Router ↔ Switch

  • Switch/Router ↔ Devices

Inspect cables for damage, bent clips, or kinks

  • Replace with a known good cable if unsure

  • Move the LAN cable to a different router port

  • Confirm the port light turns on

Power cycle the network (when not busy)

  • Turn OFF: PCs → Switch → Router → Modem

  • Wait 30–60 seconds

  • Turn ON:

Modem (wait until internet light is stable)
Router
Switch
PCs

Escalate if the Internet/WAN light remains OFF or red

Wi‑Fi Only Is Down

(Wired computers work, but Wi‑Fi devices do not)

  • Wi‑Fi is disabled on the router

  • The router’s wireless function has stopped working

  • The internet connection itself is still active

Fixes

Check the Wi‑Fi/WLAN light on the router

  • Light should be ON

Enable Wi‑Fi or restart the router

  • Use the Wi‑Fi button if available

  • Restart the router only (do not reset)

Test Wi‑Fi using another device

  • Confirms the issue is not device‑specific

Confirm wired devices still have internet

Escalate if Wi‑Fi remains down while wired devices work

One Device Only Is Affected

(All other devices are working normally)

  • A faulty cable or port

  • A temporary device or network adapter issue

  • Incorrect Wi‑Fi connection or settings

Fixes

Unplug/ Reconnect the network cable

  • Device end

  • Wall jack, switch, or router end

Move the cable to a different router or switch port

  • Check for a port light

Replace the Ethernet cable with a known working one

Restart the affected device

If the device uses Wi‑Fi

  • Turn Wi‑Fi off and back on

  • Forget and reconnect to the store Wi‑Fi network

  • Verify the correct password

Escalate if the issue continues after basic checks

 If you need further assistance, simply click the blue chat icon at the bottom-right corner of the screen to connect directly with our Application Support Team.