The Ethernet Disconnect and No Uplink alerts call your attention to a copilot or camera that has lost its connection to the attendant.
Symptoms
In the dashboard
You will see the Ethernet disconnect and/or no uplink alert. Clicking on the alert, you will see the hostname of the affected device. A hostname beginning with "atp" is a copilot; a hostname beginning with "atz" is a camera.
In the case of an Ethernet disconnect alert, it will specify whether it refers to an extra or a missing device:
- Extra device. Usually this means that a device was physically installed on the bus but it has not yet been allocated. This is easy to fix: after confirming that the device is on the bus, allocate it.
- Missing device. This might mean that a device was physically removed from the bus but it has not yet been deallocated. This is also easy to fix: after confirming that the device is not on the bus, deallocate it.
However, sometimes the device is there but the connection between it and the attendant has failed. The rest of this document deals with that situation.
On the copilot
Any of the following:
- Black screen displayed for more than five minutes
- “Waiting for Network” displayed for more than five minutes
- “Downloading Routes and Students” displayed for more than five minutes
- Anything other than a solid green and a solid orange light illuminated where the copilot's cable plugs into the attendant
On the camera
Any of the following:
- The camera is not available for selection in Recent Review, Offload Video and/or Live Video
- Anything other than a solid green and a solid orange light illuminated where the copilot's cable plugs into the attendant
How to fix it
First steps
Be in the bus lot in a location with good Wi-Fi. Confirm that the bus is online.
Confirm that the device in question is there. If the device in question is a copilot, confirm that its screen is on.
Confirm that each port on the attendant that has a cable plugged in has a solid green and a solid orange light illuminated. If you do not see both lights, do the following steps. After each step, stop to see if both lights have come on.
Unplug the cable on both ends (the attendant end and also the device end). If the device is a copilot, confirm that the screen goes out when you do this.
Inspect the cable, plugs, and the sockets where it had been plugged in for signs of obvious damage or wear.
Plug the cable back in on both ends, confirming that it plugs in with a firm snap. On the attendant end, plug it in to a different unused port. If the device is a copilot, plug it in to one of the four rightmost ports, different from the port it had been in.
Unplug both ends of the cable, and use a known good spare cable to connect the attendant and the device. If this works, then the original cable is bad (see below).
Unplug the cable on the device end, and plug it into a known good spare device. If this works, then the original device is bad (see below).
Once the green and orange lights on the ports turn on, confirm that the following symptoms have cleared:
- If a copilot, confirm that the screen comes on. If previously you saw messages such as "waiting for network" or "downloading routes and students", those messages either no longer appear or clear themselves within five minutes.
- If a camera, confirm that you can view it where previously you could not.
If the cable or device is bad
If you determined that the original cable is bad, it needs to be replaced. You may replace it yourself. You may obtain a cable locally, or write us at
support@transportant.com.
If you determined that the device is bad,
deallocate the old device and
allocate the new one. Then report the hostname and symptoms of the old device to
support@transportant.com so that we can provide you with a shipping label for its return. If the device is in warranty, we will promptly send you a replacement at no cost.
If you are unable to fix it
If the symptoms persist, write us at
support@transportant.com for assistance. Mention the hostname of the device in question, its symptoms, and what you have tried.
On the attendant's ports, the green light indicates that the attendant is providing power to the copilot or camera. The orange light indicates that there is communication between the attendant and the copilot or camera.
On v3 attendants, there is a port labeled Aux. For the purposes of this article, this port and the cable that plugs in to it should be left alone. v4 attendants do not have this port.
Once the underlying problem has been fixed, the Ethernet Disconnect and No Uplink alerts will not immediately disappear from the dashboard, but they will clear themselves after a couple of days. This is expected.