How to troubleshoot network connectivity problems on Atlas.

How to access the Atlas User Guide

You can use this link to find the full Atlas User Manual. The manual is the "Atlas INS User Guide" option which is located in the section titled "System Documentation".

Input/Output Options

Atlas has multiple hardware options for communicating with the internet. All Atlas devices come configured with both wired and wireless networking adapters. Also available is an optional cellular module that allows Atlas to communicate over various LTE networks.

Despite this wide range of communication options, like most internet enabled devices, Atlas may at times have trouble communicating with the internet.

More information about the I/O options can be found in the Atlas User Guide in Section 1.2.

General Information

For the purposes of this document we are assuming Atlas is configured to use only one internet adapter [Wired, Wi-Fi, Cellular], and that the default networking configuration was used. By default, Atlas is configured to use dynamic IP addressing.

Troubleshooting Matrix

Take a look at this symptom/resolution table for information about how to troubleshoot network related problems with Atlas:

Unable to connect to the Atlas Configuration Interface.

For all I/O
1. Power cycle Atlas.
2. Check if that resolved the issue.
3. Verify that Atlas is receiving power from the 4-pin CAN Bus interface and not USB-C.
4. If the issue is not resolved, please review the sections below for each interface:
Wired Ethernet
1. Check to make sure that the device that you are using to try to reach Atlas is on the same network and subnet.
2. Can you successfully "ping" Atlas.
  1. Yes.
    - Power cycle Atlas.
    - If that doesn't resolve the issue, submit a support ticket.
  2. No.
    - Verify that the cable is securely connected to the Atlas ethernet port.

1. 1. - Verify that Atlas' LED activity light is on and showing activity.

1. 1. - Disconnect the ethernet cable from Atlas and connect it to a known good wired device with a Desktop class operating system.
    - Verify that device gets a DHCP IP address from the upstream DHCP server.
    - Verify that internet services are available through the wired connection.
      
      NOTE: It is important to make certain your diagnostic device is actually using the wired network adapter and not set to use a nearby wi-fi connection
    - If network connectivity is available via the wired adapter on your diagnostic device but not on Atlas it is possible that there is a hardware or software configuration issue preventing Atlas from communicating. Please submit a ticket to get further assistance.

Wi-Fi
1. Verify the Wi-Fi antenna is properly installed.
2. Check to make sure that the device that you are using to try to reach Atlas is on the same wireless network as Atlas.
3. Can you successfully "ping" Atlas.
  1. Yes.
    - Power cycle Atlas.
    - If that doesn't resolve the issue, submit a support ticket.
  2. No.
    - Use the wired interface to verify that the wireless SSID and password were entered properly.
Cellular
1. The configuration interface is not available via cellular by default.
2. If this is something necessary for your application, submit a support ticket.

Unable to connect to Polaris corrections service.

For all I/O
1. Power cycle Atlas.
2. Check if that resolved the issue with receiving corrections.
3. Verify that Atlas is receiving power from the 4-pin CAN Bus interface and not USB-C.
4. If the issue is not resolved, please review the sections below for each interface:

Wired Ethernet
1. Verify that Atlas' LED activity light is on and showing activity.
2. Disconnect the ethernet cable from Atlas and connect it to a known good wired device with a Desktop class operating system.
3. Verify that device gets a DHCP IP address from the upstream DHCP server.
4. Verify that internet services are available through the wired connection.
  
  NOTE: It is important to make certain your diagnostic device is actually using the wired network adapter and not set to use a nearby wi-fi connection
5. If network connectivity is available via the wired adapter on your diagnostic device but not on Atlas it is possible that there is a hardware or software configuration issue preventing Atlas from communicating. Please submit a ticket to get further assistance.
Wi-Fi
1. Please use a wired connection to login to Atlas and verify that you entered the wireless network name (SSID) and password correctly.
2. If that doesn't resolve the issue, submit a support ticket.
Cellular
1. Changes to the cellular networking configuration are not supported in the Atlas UI at this time.
2. Please submit a support ticket for advanced help to troubleshoot cellular networking issues.

Still having problems?

If these steps don't resolve the problems you are having with Atlas connecting to internet services please submit a support ticket with the answers to these questions:

What type of connection is Atlas using to get access to Polaris? [ Wi-fi / Wired Ethernet / On board cellular modem ]
If Atlas is using the Wi-fi adapter,
1. What is the make and model of the router hardware that is providing the wi-fi network connectivity.
2. What ISP is providing the data connection?
If Atlas is using the wired ethernet adapter,
1. What is the make and model of the router/switch that Atlas is connected to?
2. What ISP is providing the data connection?
If it is cellular,
1. Who is the cellular provider? [ AT&T / Verizon / T-Mobile / Other? ]
2. What technology is the cellular data connection using? [ 4G / 5G / LTE / CAT-4 / CAT-M1 ]
Is Atlas communicating over more than one networking interface? [ i.e. Are you logging data through the wired internet connection and corrections are streaming through a cellular connection or the wi-fi? ]
Do you have photographs of where the antennas are located for both the network connection on the device and where the GPS antenna is mounted?