My base device is offline

If it is not possible to establish an Internet connection, this is usually due to one of the following points. Please review them one by one and then try to connect again.

1.) Check the status of the base device

The “ACT” LED on the device shows whether your base device is really online. This is located on the side where the cables are also plugged into the device. If the “ACT” LED is continuously lit, the base unit is online. If the LED is off, the base unit is offline and apparently does not receive an Internet signal from your DSL router. In this case, check the connection to your DSL router.

If you are not on site, you can also check the online status of your base device at portal.social-wave.com check.

Note for Fritzbox routers: Some “AVM/FritzBox” routers have a “guest network” option that can be applied to individual network ports. For the port to which the base device is connected, this option may not activated be.

2.) Check the network cable between the base unit and your router

Please check whether the LAN connection cable is plugged into the “1/PoE” port on the base device and in a “LAN port” on the side of your DSL router.

3.) Restart the base device and your router

Unplug both your DSL router and base device from power. Then connect your DSL router and then the base device back to the power supply.

4.) Test the functionality with another device

Sometimes it is also the fault of the individual device that the connection is not established. For example, a notebook can have a static IP address set or a firewall activated. Try connecting to an alternative device. If it then works, the hotspot works and the fault is on the corresponding device.

5.) Test the connection with a notebook

As a final step, please do the following: take the end of the network cable that is plugged into the base device and plug it into the network port of a notebook. Deactivate WLAN on the notebook and check whether you can connect the notebook to the Internet via the cable. If an Internet connection is not possible, there is something wrong with the connection on the DSL router. Make sure that the Internet connection with the test notebook is working and then plug the cable back into the “1/PoE” port of the base device to test the functionality again.

6.) (For nerds) Is automatic allocation of IP addresses (DHCP) activated on your router?

Please check whether your DSL router automatically distributes IP addresses to connected devices. You can find this in the settings menu of your router (usually under “DHCP”).
If DHCP cannot be activated in your DSL router, a static IP address must be set in the hotspot in the address range of your DSL router.

IP address ranges of common DSL routers:

FritzBox: 192.168.178.X
SpeedPort (T-Com): 192.168.2.X
Netgear: 192.168.0.X
D-Link: 192.168.0.X
Belkin: 192.168.2.X