Troubleshooting Your Access Point or Point-to-Point Network

If your property has been set up with access points to extend Wi-Fi coverage, or a point-to-point NanoBeam connection to carry internet between two buildings, this guide is for you. These systems are designed to be reliable and long-lasting, but occasionally things can go wrong. This guide covers the most common issues and what you can do to resolve them.

Understanding Your Setup

An access point is a device that connects to your modem or router via ethernet and creates an additional Wi-Fi connection point in your home or business. Think of it as an extension of your main Wi-Fi, but more reliable and higher performance than a plug-in booster. Access points are wired back to the modem, which is what makes them much more effective than wireless extenders.

A point-to-point NanoBeam connection uses a pair of Ubiquiti airMAX NanoBeam 5AC radios, one installed at each end, to create a high-speed wireless link between two locations. Operating on the 5GHz band, they're capable of link ranges over 10km and throughput of 450+ Mbps. They're commonly used to connect a shed, secondary building, or a remote part of a property to the main internet connection without running a cable between them.

1. No Internet on Devices Connected to the Access Point

If devices are connecting to the access point's Wi-Fi but have no internet, the issue is most likely upstream, with the modem, the ethernet cable running to the access point, or the switch.

What to do:

• First, check whether devices connected directly to the modem (via ethernet or the modem's own Wi-Fi) have internet. If they don't, the issue is with the modem or the internet connection itself, not the access point. Work through our Internet Troubleshooting guide instead.

• If the modem has internet but the access point doesn't, check that the access point’s ethernet cable is securely plugged into the modem/switch.

• Check the LED status on the access point. A light that is off or flashing indicates a power or connectivity issue. If there's no light, check the PoE connection and cable.

• Power cycle the access point by unplugging it from the modem or PoE switch, waiting 30 seconds, and plugging it back in. Wait a couple of minutes for it to restart fully.

• Power cycle the modem as well. Turn it off, wait 60 seconds, and turn it back on.

2. Access Point Wi-Fi is Weak or Not Reaching Certain Areas

If the access point's signal isn't reaching where it needs to, placement is usually the first thing to consider. Ubiquiti recommends a minimum signal strength of -70 dBm for stable connections, with -65 dBm or better preferred.

What to do:

• Check for physical obstructions between the access point and the area you're trying to cover. Thick concrete or brick walls, large metal objects, and water features all absorb Wi-Fi signal significantly.

• Check that no nearby devices like microwaves, cordless phones or baby monitors are causing interference. These can disrupt Wi-Fi performance.

• Ensure you have a signal strength better than -70dBm. This can be found in the Client Devices section of the UniFi Network application, or by using the WiFiman Mobile App. If your signal strength is worse than -70dBm, try moving the device closer to the access point.

• If coverage is still insufficient in the required area, give us a call. An additional access point or a repositioned installation may be needed.

3. Devices Keep Disconnecting From the Access Point

Intermittent disconnections from the access point can be frustrating. The cause is usually either a weak signal on the device's end, or an issue with the ethernet connection feeding the access point.

What to do:

• Restart the affected device and reconnect to Wi-Fi.

• Check if the issue occurs on multiple devices or just one. If it's just one device, the problem is more likely with that device than the access point.

• Try connecting the device directly to the modem. If that connection works, the problem is more likely to be with the access point.

• Power cycle the access point and modem as described above.

4. Point-to-Point NanoBeam: No Connection or Reduced Speeds

The NanoBeam creates a dedicated wireless bridge between two points using a focused 5GHz signal. Because of this focused beam, it requires a clear line of sight between both units and is more sensitive to obstructions than a standard Wi-Fi signal spreading in all directions.

What to do:

• Check whether both NanoBeam units are powered on. Each unit should have indicator lights showing it's operating. If either unit has no lights, check the power supply and ethernet connection.

• The most common cause of a NanoBeam link dropping is something obstructing the line of sight between the two units. This can include vegetation that has grown in, a vehicle parked in the path, or physical movement of one of the units. Check that both units are still aimed at each other with a clear path between them.

• Heavy rain can temporarily reduce performance on the 5GHz band. Performance should return to normal once conditions improve.

• Power cycle both NanoBeam units. Unplug each one, wait 60 seconds, and plug them back in. The unit at the main building (the access point end) should be restarted first, followed by the remote unit (the station end).

• Check that the ethernet cable from each NanoBeam unit into your switch or modem is secure.

5. Internet Is Slow Across the Whole Network

If internet speeds are slow on all devices, not just those on the access point or NanoBeam, the issue is likely with the internet connection itself rather than the network equipment.

What to do:

• Connect directly to the modem with an ethernet cable and run a speed test at speedtest.net. If speeds are fine on ethernet, the issue is within the wireless network.

• Power cycle the modem.

• Check for outages in your area at nbnco.com.au/support/network-status.

• If speeds are slow even on a direct ethernet connection, contact us on 1300 878 468 so we can investigate the connection.

Still Not Sorted?

Access points and NanoBeam systems are a bit more complex than a standard home Wi-Fi setup, and some issues do need a trained eye. If you've worked through these steps without success, get in touch with us at 1300 878 468 and we'll help get it sorted for you.