Whenever troubleshooting Wireless Connectivity or a customer is complaining about dropped connection issues always remember these items …
1. Change the Channel (Auto is not your friend when troubleshooting)
2. If connecting 3rd party devices that are not computers, use a WPA key that does not include special characters to ensure compatibility. While all devices should be able to figure out those fun & (* & * $ # @ (characters sometimes they can not go with Alpha Numeric and Upper Case / Lower Case for max interoperability.
3. If you want to achieve 802.11n speeds you NEED to use WPA2-AES also known as WPA2 Personal on our new routers. WPA2 and WPA2 Personal are the only security types that can support 802.11n speeds
4. If a customer is complaining about intermittent connection or has one device that is having problems connecting to the network … Make sure that the customer has the latest drivers for their adapter. Agents love to blame the router and update the firmware … But the adapter software is equally important, and often overlooked (Remember Atheros ?? Not our issue, but caused by BAD DRIVERS for the adapter).
5. Make sure that the router is in the open not buried under a desk or under a pile of laundry in your basement. Wireless uses radio waves to communicate, and your router is like the radio antenna. So the higher up your antenna is the better your signal and range will be. Also a key thing to remember here most customers will put their nice new router right near an exterior wall in their home. So half of their super powerful signal is being lost out in their yard or even worse to their neighbor's house. It is always good to suggest that a customer place the router as close to the center of their home as possible. This is not going to be possible, but as a technician it is good to educate the customer about the importance of placement.
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