Troubleshooting and installing Inseego Devices

UNDERSTANDING THE INSEEGO AND ITS PURPOSE

Within this article you will be able to test, install, and better understand the Inseego devices for TEMPORARY cellular internet at Zaxbys stores.

The Inseego device is a solution that is able to provide internet service to a store on a short term, 90 day basis while the store obtains terrestrial services. The unit utilizes the T-Mobile 5G network and is able to be used in most Zaxbys locations. It is important that the 5G is available to the store prior to obtaining this device and you can verify that service by going directly to the T-Mobile website HERE.

PREPARING FOR INSTALLATION

Before installing the unit, be sure that you have an ethernet cable to connect the Inseego device to the network. It works best when the unit is unobstructed high up on a shelf. In some cases, the back office can potentially lesson the signal to the device, more on that later. If you have confirmed that the 5G service is accessible to the location, then you may proceed to the next step.

INSTALLATION

Find a sturdy location that is close to the network stack to place the unit.
Locate the included power supply and connect it to the back of the Inseego unit, plug it in and press the power button on the back lower left hand side.
- Once powered on you will see a solid red light turn on on the top like this.
- Inseego device plugged in and booting up.
- The booting up process takes 5-7 minutes. During this time, the service light will flash RED/ORANGE, turn off and then also come back on again. This will happen several times and is part of the booting and loading process.
Once the booting process has ended, the light will then turn one of two colors, GREEN or BLUE. Once you receive one of these color lights, the device is ready for use and you can proceed to step 4.
- Inseego unit fully loaded and ready for use.
Now that the unit is ready for use, the Inseego device will hook up to the network stack in the same manner as a normal internet modem using the LAN 1 port on the back of the unit.
You can now plug the ethernet cable into LAN 1. This will secure the internet service to the network stack over a DHCP connection and is ready for use.

UNDERSTANDING THE SERVICE LIGHTS

There are 3 different color light combinations on the Inseego device. Each color combination and degree of solid or flashing all indicate different things and are detailed below.

RED:
- This light is an indicator of booting. This light happens when the unit is initially turned on. Since the booting process takes between 5-7 minutes, you will also see it FLASH and BLINK.
- Additionally, a SOLID RED light indicates NO SERVICE. Once the device is fully booted, typically it will shift to either GREEN or BLUE. If it does NOT, then you will need to proceed to the TROUBLESHOOTING portion of this document.
GREEN:
- This light is an indicator of 3G service. It is the lowest tier of service that the Inseego provides and is not recommended to be used. It is not adequate for Zaxbys needs and should be avoided at all costs. It will cause the store to experience latency, delayed PING and possible critical system outages. Once the device is loaded completely, if you receive a GREEN light is either SOLID or BLINKING, stop with your installation and reach out directly to Store Support at 706-433-2300, OPTION 6.
BLUE:
- This is an indicator of 5G service. It is the highest tier of service that the Inseego provides and is what the the device is to be used for. This service has enabled functionality to many Zaxbys stores and is quite capable of handling day to day needs and tasks. The speed on this tier will be a range from baseline speeds around 7-10 MBPS down to 3-400 MBPS. The light comes in 2 degrees, SOLID and BLINKING. The SOLID light indicates a strong, steady 5G signal while a BLINKING light indicates and weaker but isolated signal. BOTH of these signals are adequate, however SOLID is the most preferred.

TROUBLESHOOTING THE DEVICE

These units are robust, yet simple. There are very few levels of troubleshooting required but we will go through all of them here.

The unit is not powering on, or NO lights come on when plugged in and the power button is depressed.

Check the power cable. Ensure that it is plugged into a power outlet. Additionally, on the power supply itself, there is a GREEN power indicator light. If that light is OFF, then either outlet has no power or the power supply itself is bad. If the power supply is getting no power and you have already verified the power outlet is good, please reach out directly to Store Support at 706-433-2300, OPTION 6, and they will assist with getting a replacement.

The unit has been booting for about 10 minutes and the light will not change to GREEN or BLUE.

If the light is FLASHING RED after a long period of time (10+ minutes), this indicates and actual issue with the unit itself and will likely need to be escalated to Inseego support. You can reach support via T-Mobile through the email contacts Gerald.castellanos@T-mobile.com and Jarvis.Woods81@T-Mobile.com.
If the light is SOLID RED, after a long period of time (10+ minutes), this indicates NO SERVICE. NO SERVICE can be defined two ways, either:
- The unit itself cannot reach a T-Mobile tower or,
- The units SIM CARD is no longer active
  - If the unit cannot reach a T-Mobile tower, it will not function. You can narrow this down by simply moving the unit outside of the back office, into the main lobby and powering it on. If you receive and SOLID GREEN or SOLID BLUE light in the lobby, then the core issue is related to the BACK OFFICE blocking the signal. If this is determined to be the case, you will need to determine alternate options in the Inseego placement. Possibly on a shelf outside the office with an extended ethernet cable connecting or some other option.
  - If you attempt this and there is still a SOLID RED light, it is most likely related to the SIM no longer being active and you will need to reach out to our T-Mobile contacts Gerald.castellanos@T-mobile.com and Jarvis.Woods81@T-Mobile.com for resolution. You will most likely not see this as each device is powered on and tested before shipping, but it is possible for it to happen.

I have plugged in everything properly, I have a blue light and I still do not have internet coming into my network stack.

It's possible that this is related to the ethernet cable being faulty or a faulty port on the Inseego device itself. You can move the cable to LAN 2 to narrow this down this process. If you have moved the cable and still are not getting internet, you will need to reach out directly to Store Support at 706-433-2300, OPTION 6 for isolation on the issue.
The Wi-Fi is manually disabled on each unit, however the Inseego team that manages the device will be able to turn it on to verify internet is coming the unit itself. Store Support at 706-433-2300, OPTION 6 will be able to connect to the service and reactivate this Wi-Fi for testing purposes.

The Inseego service light is alternating between GREEN and BLUE lights and is not consistently on either source.

At the core, this is a serviceability issue and is most likely related to being unable to lock in a signal in the back office. You can narrow this down by simply moving the unit outside of the back office, into the main lobby and powering it on. If you receive and SOLID GREEN or SOLID BLUE light in the lobby, then the core issue is related to the BACK OFFICE blocking the signal. If this is determined to be the case, you will need to determine alternate options in the Inseego placement. Possibly on a shelf outside the office with an extended ethernet cable connecting or some other option.

If you experience anything outside of these listed issues, please reach out to Store Support at 706-433-2300, OPTION 6, and report those issues for escalation and management.

For questions of concerns, you can alternatively email StoreSupport@zaxbys.com or JMurray@zaxbys.com