Introduction

To enhance support efficiency and streamline the troubleshooting process, all clients are required to follow these general troubleshooting steps before opening a technical support ticket. This policy aims to reduce unnecessary tickets and expedite on-site technicians' troubleshooting efforts.

Troubleshooting Steps

1. Power Cycle Your Equipment

• Telescope: Use your remote web-controlled power switch or power bar (e.g., KASA power strips, Digital Logger Web Power Switches) to disconnect and reconnect power. Wait at least 10 seconds before powering it back on.

• PC: Completely restart your computer using the remote power control options. Ensure all applications are closed before rebooting.

• Switches and Routers: Power cycle them using your remote-controlled setup by unplugging them for 10 seconds before reconnecting.

2. Check Device Power

• If you suspect a device isn’t powered on, use your remote power bars to check its status. Attempt to power cycle the device "On" before proceeding.

3. Software and Connection Issues

• If you experience software issues on your PC or difficulties connecting to devices, restart both your PC and the affected devices using your remote power control. This often resolves minor glitches and connection problems.

4. Device Detection Problems

• If devices remain unresponsive or undetectable after power cycling, you may open a ticket for assistance.

5. Remote Power Control

• If you cannot access or detect the device you need to power cycle, open a ticket to check your remote-controlled power bars (e.g., KASA power strips, Digital Logger Web Power Switches).

6. VPN Connection Verification

• If using a VPN to connect to your equipment, ensure you are connected to the correct Starfront OpenVPN connection. Confirm that the VPN is active and functioning properly before proceeding.

Ticket Submission Guidelines

Before creating a support ticket, ensure you have completed all the troubleshooting steps listed above. If these steps are not followed, you may incur charges based on the time taken to troubleshoot basic issues.

Purpose of This Policy

This document serves to:

• Reduce the volume of technical support tickets related to easily troubleshootable issues.

• Streamline the troubleshooting process for our technicians on-site, allowing them to focus on more complex problems.

Additional Recommendations

• Document Your Attempts: Keep a record of the troubleshooting steps you've taken. This information will be valuable when submitting a ticket.

• Check for Updates: Ensure that all software and firmware are up-to-date before reaching out for support.

Conclusion

By following these troubleshooting steps and guidelines, you will help us improve our support services and reduce resolution times. Thank you for your cooperation and understanding! If you have any questions regarding this policy, feel free to reach out for clarification.