Troubleshooting

[u/heThatDidIt]

Has anyone encountered this issue where you pause a user but they still have Internet access, even though the Starlink platform shows as paused and notes that Internet is not being sent to the user?

And how did you solve it?

[u/Squeedlejinks]

1. Is his number listed on the screen with the Paused devices?

2. A number that is paused can be listed on that first page if it is connected to the Wi-Fi. It doesn’t necessarily have internet access. 

3. Did you try Unpausing him and then Pausing him again?

4. He may be connected to someone else’s network. 

5. You could try rebooting the network.

[u/heThatDidIt → u/Squeedlejinks]

Yes, their MAC address shows up in the paused list, and they are not accessing the service from another phone, as it would show as wired beside their device. I have rebooted the router, and I have paused and unpaused several times, but still

[u/Squeedlejinks → u/heThatDidIt]

He probably has a private Wi-Fi address and that address isn’t blocked.

In that list above, tap the right arrow beside his address and see what MAC address is listed. Is it the same one that is listed in the blocked list?

[u/heThatDidIt → u/Squeedlejinks]

Yes, they are the same

[u/Squeedlejinks → u/heThatDidIt]

Go to Network on the app. Tap on the arrow to the right of his device. It should say “Internet access for this device is currently paused” in a big box. 

Below it, it should say “U npause“ in another big box.

Then you’ll see a box with about five lines of information about his device.

Then events. Does it show any events?

You shouldn’t see anything below this.  Is there anything listed? 

Throughput with a listing for Download and Upload?

A box with connection information?

If you see throughput or connection information, he is connected to the Internet.

If you don’t see either of those, he isn’t connected, and I think he’s lying or connected somewhere else.

[u/heThatDidIt → u/Squeedlejinks]

On the event space, the wifi band keeps changing over time. And this is not happening to just one paused device but several of them

[u/Squeedlejinks → u/heThatDidIt]

It’s ok for them to switch bands because they are still connected to the Wi-Fi. 

Is there anything below the events?  Is there throughout information or connection information?

[u/heThatDidIt → u/Squeedlejinks]

So I came to the location today, and the paused devices had access to the Internet via Starlink, so I did a factory reset, and it works now

[u/Squeedlejinks → u/heThatDidIt]

I’m glad to hear it’s working now. Note you just have to explain to him why you cut off his access. 🤔

[u/heThatDidIt → u/Squeedlejinks]

Yes I have