Chapter 12: Supporting DHCPatriot End-Users
Supporting end users on the DHCPatriot system is easy compared to other similar
systems due to the tools available on the Web Administration Interface. These tools will
help support personnel diagnose the problem quickly. Diagnosis is usually the longest
part of any support call, and so support personnel will appreciate this.
How to Troubleshoot
The first step is to find out whether the customer is on Authenticated or Standard DHCP.
This may be well known if the ISP is only using one or the other, or if customer
equipment is only on Authenticated DHCP, for example. After that, find out if the user is
able to receive an IP address. If they are getting an IP address and their equipment is
setup for DHCP, then the DHCPatriot system is working properly. If they have not
gotten an IP address, then the problem lies in one of three places: customer equipment;
transport (such as DSLAM or Cable Access Router or connections in between); or with
the DHCPatriot. Follow the sections below for further information.
Authenticated DHCP
Authenticated DHCP requires the customer to register (authenticate) their device before
they can use a public address. The user may get an unauthenticated address (usually
this is a
of some kind). The user may also get an authenticated
).
If the customer is getting a private (unauthenticated) address, they have not yet
registered or they are suspended. If they cannot get the login page, have them try
browsing directly to the IP address of the primary DHCPatriot device. If they get the
login page, have them log in. If they do not, you can manually authenticate them.
After they get the public (authenticated) IP address, they may or may not be able to
browse. If they can, then there may be a routing problem with the private addresses. If
they cannot browse, and there is no network outage, then the problem likely lies with
their device and should be troubleshot normally. If they were able to get the login page
by IP but not when visiting
, for example, then there is probably
a problem with the policy routing. Network personnel should be contacted.
If the customer device is NOT getting an IP address, then Search DHCP Logs and or
General Troubleshooting Techniques later in this chapter should be consulted.
Authorize Customer
From time to time, it may be necessary for technical support personnel to authorize a
customer device. The customer may not be able to get to the login page. Some devices
do not have a web browser, such as a Playstation 3 or an Xbox 360. If a router of some
Chapter 12: Supporting DHCPatriot End-Users
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Summary of Contents for DHCPatriot Version 6
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