Internet Is Down on All Systems

1. Locate the ISP Modem. The device should be labeled Modem. The following are examples of what they look like:
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2. Does MODEM have power (are any lights lit up)?
   1. If no, check to make sure the MODEM’s power cable is inserted firmly into the MODEM and into the UPS Battery Backup. If the modem still does not power on. Call the IT Emergency HELP Line
   2. If yes, do a powercycle of the Modem by unplugging the power cable from the back, wait 10 seconds, then plug it back in. Wait a couple minutes for the modem to boot then go to step 3
3. Are the Power, US/DS, and Online lights on the modem solid?
   1. If no, Locate the Cradlepoint and powercycle it as well, once it boots back up go to step 4
   2. if yes, go to step 4
4. Are the phones able to dial out?
   1. If yes, go to step 5.
   2. If no, go to step 8.
5. From inside Pulse, go to Utilities and select Hot Links. Does a webpage load?
   1. If yes, go to step 6.
   2. If no, go to step 8.
6. When trying to process Credit Cards, does any message other than “Not Approved” or “Approved” pop up?
   1. If no, go to step 7.
   2. If yes, go to Utilities and select IIS Reset. If you still get the same message, call the IT Emergency HELP line.
7. Are Internet orders coming through?
   1. If no, go to dominos.com and try and place a delivery to your store’s address.
      1. If you can, place a test order.
      2. If you cannot, go to step 8
   2. If yes, your store has internet. Please send a detailed account of your issue to IT@teammurph.net.
8. If you’ve made it to this step, waited 2 minutes, and the issue still persists, call the IT Emergency HELP line from a non-store phone at (210) 504-1251.