Troubleshooting Tips for Internet (DIA) Circuit

Sherry Wei
Mar 1
2 min read

Updated: Mar 31

Email alert message

Upon registration, Bumblebee devices send periodic heart beat messages to the Bumblebee portal. If the portal does not receive the heart beat message for a configured time period (default 1 minute), it declares the device's WAN connectivity is down and triggers a email alert or Webhook callback function.

Before the email alert is sent, the portal runs a reachability test to the ISP default gateway and based on the reachability test result, one can take actions accordingly.

DIA troubleshooting tips — DIA Circuit troubleshooting tips

Here are the scenarios and suggestions.

The last mile connectivity is down

If the self diagnoses indicate the ISP default gateway is reachable, it implies the connectivity issue is in the last mile between CPE and the default gateway. Do the following:

Check the CPE power is plugged in
Check the CPE WAN cable is plugged in
If you have onsite support personnel, connect a laptop to the CPE device diagnostic port (Eth3) and type in a browser http://169.254.1.1:8080 You should see the diagnostic page. Scroll down the page and
- Run ping test
- Run trace route test

The middle mile connectivity is down

If ISP default gateway is not reachable, it implies the connectivity issue is at least in the middle mile between the ISP default gateway and the Bumblebee portal. Do the following:

Raise a support ticket with the service provider (The provider service ID as indicated in the device configuration).

Post mortem analysis

During the connectivity down time, the CPE device does trace route to identify where the connectivity breaks down. When connectivity is restored, the trace route information is uploaded to the portal for post mortem analysis.

Change notification time period

The default time period (also the smallest time period) for declaring status changed to down is 1 minute. You can increase this time period for each site if you think it is appropriate. To do so, select the device, click Actions -> Edit Down Notification Interval to make the change.