Nomadix Troubleshooting

1)Get customer system information;

a)Hotel Name/Location/Room Number

b)Wired or wireless?

c)OS

d)System Make/Model

e)Wireless Card Make/Model (Ever worked before here or anywhere?)

**** Must be 802.11b or 802.11B compatible ******

f)Wireless Link Quality, Strength and/or RF specific info

g)Running any firewall software? Type? Version?

h)VPN? Type? Version? To what public address is the vpn being made?

2)Get Hotel information from Intra, or Support areas

3)Check Intra notes for any hotel issues like not being completed yet or down for maintenance, etc.

4)Verify Nomadix is accesible

i)Check Nagios to verify that Nomadix is reachable.

ii)If not reachable, ping gateway address of the Nomadix

(a)If it the gateway is reachable this probably means that the Nomadix has crashed and requires a power cycle. Contact the hotel POC and ask them to reboot.

(b)If the gateway is not reachable, then the T1 or access portion of the service is down. Contact the hotel POC and ask them to open a ticket with their Internet Provider. ( DSI is only responsible for the LAN services. We do not provide support for applications or their Internet access)

5)Access the Nomadix box via You should get the login screen in figure 1. Utilize the username and password provided in the docs for the site.

Figure 1–Nomadix Front Page

6)After logging into the NOMADIX use the menu on the left hand navbar to select the “Subscriber Administration” tools.

7)From the navbar select the “Current” and you should see a page similar to figure 2. From the screen you will be able to determine what devices are connected to the Nomadix.

8)Verify that The clients PC has a 802.11b compatible wireless card or is using one of the hotel supplied SMC wireless bridges (not all hotels have them and their number is limited).

9)If the customer supplied his/her own 802.11b wireless device, have the user run “ipconfig /all” from a DOS prompt and make note of the Physical Address(MAC Address) and go to step 11.

10)If the user is using one of the hotel supplied SMC wireless bridges (not all hotels have them in stock and they are limited in number) ask them to identify the device number and retrieve the MAC Address information from the site documentation.

11)If the user is connected their MAC Address should match one of the addresses in the “MAC” field in the “Subscriber Statistics” page.

Figure 2 – Subscriber Statistics

12)If the users address doesn’t show up in the DHCP Lease Table they are not making a wireless connection to the service.

i)Check basic connectivity items

(a)If using a SMC bridge verify lights

(b)The device should be plugged into the Ethernet port of their system

(c)Has the wireless ever worked anywhere?

(d)*** Do not reload drivers ***

(e)*** Support only extends to transport, no applications support ***

(f)There are no WEP Keys and any SSID will be listed in documents

(g)If user is using a wireless card

  1. Open the Wireless Network Connection Properties and verify signal strength and any available networks. The user should have one of the networks selected for connection.
  2. ** Caveat - Depending on wireless card or OS there may be a separate application the used for wireless connection. D-Link uses their own drivers and connection tool. User is responsible for understanding their system.

(h)If accessible, verify that the AP(access point) is available

(i)If everything looks like it should work escalate to DSI level 3.

13)If the user does show up in the DHCP Lease Table they are making a wireless connection and should be assigned and address.

i)Utilize the ICMP Utilities (figure 3) to ping the customers system.

(a)If the system is pingable

  1. Verify DNS settings using the ipconfig/all at the DOS prompt.
  2. Ensure that the customer has firewall software turned off.
  3. Verify routing on the system using the netstat –rn command at the DOS prompt.
  4. Have customer ping and traceroute to the gateway shown on their system (should be the ip of the NOMADIX) and then some external IPs to verify connectivity.
  5. If the customer is able to ping but not browse, verify that they don’t have any proxy settings in the browser.
  6. At this point you have verified connectivity and application support falls on the customer.

Figure 3 - ICMP Utilities