Customers will call in if there controller is offline of not connecting to the internet.

1. Please make sure the customer has first gone through these steps Troubleshooting Cell Modem & Network Connections (Baseline) 
2. Check the MAC address in the Salesforce case. If the MAC address presents all zeros (0000000000000) this is an indicator of controller hardware failure and not a modem issue. An RMA for the display, if under warranty, should be completed.
3. Gather from the customer and add to SF case:
   1. Modem Information: model number, serial number, and sim number (on the sticker on them)
      1. CloudGate Nano CM0126 (no RMA) or CloudGate Micro CM0125 (BL-CM4G-GW-AT (Or VZ) )
   2. Cloud Network Module Information: LTE, Wi-Fi or Cellular?
      1. BL-CLOUD-LTE-VZ(or AT)-X(or P)
      2. BL-CLOUD-WFE-X(or P) (wi-fi version) 
         • BL-CLOUD-WFE-CBL Replacement power cable for cloud wi-fi version
      3. BL-CLOUD-R-LTE-AT(or VZ) will replace only the Telit modem chip on the unit.
         • BL-CLOUD-LTE-PWR-CBL Replacement power cable for Cloud LTE cellular version
   3. Site information: site signal strength, where the modem is located.  To see historical connection statuses:
      1. refer to Controller log files.
         1. For this purpose, we would specifically look for - Category. 
         2. BM = BaseManager and Subcategory: CN = Connect, DC = Disconnect
      2. Check SIM (activating sim article) for validating this step. For ATT, Connection history and the Audit Trail can give us important indicators to potential causes to an issue.
4. Confirm Cloud Network Module Firmware up to date
5. Confirm no cable connection issues: have they used a camp meter to confirm it is not the power cable?
6. Ask what the cell status was
7. Ask what the LED colors are.
   1. What Color is the Cloud Network Module (red = not connected, green = good)
   2. What Colors are the Modem

If the modem or the cloud network module are not working then issue a replacement. 

To see if the Cloud Network Module is in warranty _.

To see if the modem is in warranty __.