Azulstar WiFi/Wireless Fiber Users Guide

Index

  1. Service Overview
  2. Frequently Asked Questions (FAQ)
  3. Troubleshooting Tips
Troubleshooting New Wireless Fiber Connections
Using the Wireless Wizard

1. Service Overview

Business Connections Overview

Wireless Fiber business connections offer the most competitive pricing for high performance Internet connections in the industry, featuring same day or 24 hour response times for technical issues requiring onsite support, 99.99% uptime for Internet based companies and a dedicated low latency tier for business critical applications, meaning faster access speeds. A Wireless Fiber business connection can also be used as a cost-effective backup connection by large companies that require 24/7 access to the Internet with speeds up to 100Mbps. Companies using our Voice over IP service can significantly lower their monthly phone bills by using the same connection for both services. Additional information is available on the Wireless Fiber services page of the company’s website.

Business Backup Connections Overview

Your business is prepared for Disaster Recovery with the AzulStar backup connection. Use AzulStar as a fully redundant hot backup and keep your networks running smoothly even when your main connection goes down or gets congested. Because we own our own licensed spectrum Wireless Fiber network and do not resell lines from the phone company, we deliver true redundancy up to 100Mbps. Additional information is available on the Wireless Fiber services page of the company’s website.

Residential Connections Overview

Residential monthly service plans include licensed Wireless Fiber technology. Installation of Client Presence Equipment, (CPE), is free and the company requires a $99.00 deposit on rental antennas. Download speeds for residential services are currently between 1.5 and 6 Mbps and upload speeds are set between 512Kbps to 768Kbps. Customers simply have to sign up online and select an installation date after using the AzulStar ‘Coverage Locator’ to make sure that they live within a service area.
There is an additional monthly rental charge on the CPE, similar to a cable or DSL modem, which is $5.00 per month.
Consult the AzulStar website services page for current pricing and additional information regarding AzulStar residential services.

Voice over IP

Currently, single unlimited VoIP lines are $21.95 per month. An annual contract for VoIP service costs $16.58 per month. AzulStar’s service features unlimited Anytime Minutes of calling to anywhere in the United States and Canada, excluding Hawaii and Alaska. AzulStar Voice over IP requires no monthly contracts and offers low international rates. You can learn more about AzulStar’s Voice over IP service by clicking on ‘Digital Phone Service’ under the ‘Products and Services’ tab on the AzulStar website. VoIP service is operated by BBTelSYS, www.bbtelsys.com and 1-888-524-8647 (VoIP).

Included Features:

  • Call Blocking, Caller ID, Call Waiting, Enhanced Voicemail, IP-Fax, Message Waiting Indicator (MWI), Online Account Management, 3 Way Calling.
  • US-based Customer Service and Technical Support
  • 30-Day Customer Satisfaction Warranty, Cancel anytime without additional obligation
  • Unlimited Local and Long Distance Plans at a low cost
  • Abundant standard features and web-based user control
  • Multi-line plans

Easy transitions:

  • port your existing number or get a new local number
  • connect all your existing phone jacks
  • support when you need it
  • Utilize your existing phones - no new phones to buy
  • Copy all your voicemails to email for easy review
  • Obtain a virtual number for any plan
  • Add-on business like applications and services

VoIP Troubleshooting

Follow all Internet troubleshooting tips to ensure the Internet connection is performing properly. If the Internet connection is in good working, order refer customer BBTelSYS at 1-888-524-8647 (VoIP) or supportbbtelsys.com.
If Internet connection is not working properly, VoIP will also experience poor performance.

Equipment Requirements

All services require long range Wireless Fiber modems (CPEs). This equipment must be purchased pre-configured from AzulStar directly. Depending on your location, you will need either a Redline RedMAX or an Alvarion BreezeMAX CPE.

Installation

Installation is required on all Wireless Fiber connections and is provided free of charge. An AzulStar technician will come to your home, assess the home for coverage and present options for installation to the customer prior to installing any equipment. There are currently no self install options.
Installation scheduling can be done online by completing an order. Customers are given options of dates and times and may choose their preferred date and time online.
Residential installations typically take 45-60 minutes to complete. In some cases, it may take an additional 30-60 minutes.

Money Back Guarantee

The company offers a 30 day money back guarantee. If you are not completely satisfied with any of our services, we will refund your monthly fees within 30 days of setup.

Payment Methods

Wireless Fiber services can be ordered and billed using a credit card or invoice.

Contracts

No contract is required for Wireless Fiber residential connections and service may be cancelled at any time. Plans will renew automatically unless cancelled prior to the start of a new service term. Once a new service term has begun, refunds are not granted after the initial refund period has passed, which is 3 days for customers who are billed monthly and 20 days for customers who are billed yearly. AzulStar ‘Terms and Conditions’ are available on AzulStar’s website under ‘Service Pricing’.

E-Mail Accounts

E-mail accounts are 50MB in size and additional E-Mail accounts beyond the first account can be purchased through the company. A user’s E-mail address is the customer’s UserID@azulstar.com. Current pricing information is available online under ‘Service Pricing’.

Taxation

Standard sales taxes and applicable licensing fees apply to all Internet connections.

Multiple Connections

Wireless or wired routers can be used to share a single connection among PCs within the same home or business.

Service Level Details

Refer customer to ‘Service Pricing’ under ‘Products and Services’ on the AzulStar website.
For Quick Reference:
http://www.azulstar.com/services/sign-up-and-plans/



2. FAQ’s

Getting Connected

In order to get the Wireless Fiber service at your home or business, just click the Order Service link at the top of the website or call 877-AZULSTAR. Once you place an order, your service will be professionally installed by one of our trained service technicians within a few days. This installation process is similar in fashion to satellite TV; an installer will place a small Wireless Fiber on your rooftop that connects to your Router/PC using an Ethernet cable.

What are the differences between AzulStar’s Wi-Fi and Wireless Fiber services?

WiFi is a very popular technology built into many laptops for connecting to home or business wireless networks and at Hot Spots. Wireless Fiber is a newer version of Wi-Fi that was designed to be used over long distances and with higher speeds and service quality. AzulStar’s Wireless Fiber service, is now available to residential and business customers within our coverage areas. Our Wireless Fiber service will generally replace your DSL, Cable or Fiber connection and can still be used with your existing Wi-Fi equipment. Laptops with built in Wireless Fiber are expected to become available during 2009.

Can I get Service where I Live?

You can check the AzulStar ‘Coverage Locator’ under ‘Coverage and Availability’ on the AzulStar website to find out if you’re within range. Wireless Fiber connections from 20 miles away from an antenna are not uncommon.

What is a BreezeMAX or RedMAX Outdoor Subscriber Unit?

A BreezeMAX or RedMAX Outdoor Subscriber Unit is an off-white or light gray 8 by 8 inch radio that’s attached to an antenna mount, similar to a satellite dish, which is positioned on a customer’s roof and will vary between the BreezeMAX and RedMAX depending on your location. It’s powerful enough to handle Voice, Data, and Video all at the same time, making it an excellent investment for when IPTV or live television over the Internet becomes available to consumers in the near future. It’s powered through a computer cable using a technology called POE or Power over Ethernet. People who don’t want computer cables coming into their living rooms or studies will often have installers cable in to their garages and set up wireless routers to access the Internet.

How do I connect my own Wi-Fi Router?

If you already own a Wi-Fi router, you can connect using the BreezeMAX or RedMAX Subscriber Unit, just like a cable or DSL modem. Make sure you secure your router with WPA encryption and ‘MAC address filtering’. The AzulStar network only requires routers to be DHCP enabled, no other programming is necessary to connect to the Internet.

Can I connect multiple PCs with a single account?

Yes, you can use a DHCP wireless router to connect multiple users to the same Internet account.

Is the AzulStar Wireless Fiber network secure?

AzulStar uses AES, Advanced Encryption Standard, the same encryption that the government uses. If you’re using a wireless router, you want to make sure to use the latest version of WPA to secure your home Wi-Fi network. The AzulStar Wireless Wizard can help you set up WPA on your Wi-Fi adaptor for your home network, but your router will require some additional configuration work, which you can find on the manufacturer’s website.

How fast is the Service? What can affect my speeds?

AzulStar Wireless Fiber connections currently range in speed between 1.5, 3 and 6Mbps for residential customers and up to 100Mbps for business clients. The Wireless Fiber network uses a federally restricted frequency to ensure a quality of service that is unavailable over unlicensed frequencies. Its important to keep your computer in good running order, though, as neglect and viruses can slow down any connection.

Will the service tie up the phone line?

No, our Wireless Fiber service does not use telephone lines. The company’s Voice over IP customers typically cancel their home or business telephone services in order to save money by using one connection for both telephone and Internet.

Do I get an E-mail address with my AzulStar service?

AzulStar customers get one e-mail address and can add more for a monthly fee of $2.95 per address. You can add additional E-mail accounts from your account maintenance screen on the company’s website. The address will be the UserID that you select for the network. So, your E-mail address would be your username at azulstar.com. You can access your E-mail using AzulStar’s Wireless Wizard, online or you can set up your E-mail address for use with a program like Outlook or Outlook Express.

To set up Outlook or Outlook Express:

  1. On the Tools menu, click E-mail Accounts, select Add new E-mail Account, then click next.
  2. Select ‘POP3’ or ‘IMAP’ account, click next and complete the user information.
  3. Enter your complete AzulStar E-mail address and password.
  4. Configure your client to match the settings below:
  5. Incoming Mail (IMAP) Server - requires SSL: imap.gmail.com
    Use SSL: Yes
    Port: 993
    Incoming Mail (POP3) Server - requires SSL: pop.gmail.com
    Use SSL: Yes
    Port: 995
    Outgoing Mail (SMTP) Server - requires TLS: smtp.gmail.com (use authentication)
    Use Authentication: Yes
    Use TLS: Yes (some clients call this SSL)
    Port: 465 or 587
    Account Name: your full email address (including @azulstar.com or @ottawawireless.net)
    Email Address: your email address (including @azulstar.com or @ottawawireless.net)
    Password: your existing password
  6. Please note that if your client does not support SMTP authentication, you won’t be able to send mail through your client using your Gmail address.
  7. Also, if you’re having trouble sending mail but you’ve confirmed that encyrption is active for SMTP in your mail client, try to configure your SMTP server on a different port: 465 or 587.

Please Click here for detailed information at Google’s help pages on how to set up an email client.

Can I connect a Macintosh or Gaming Console?

Macintosh computers run great over AzulStar’s Wireless Fiber service, as do gaming consoles. Online gamers need to remember that AzulStar uses DHCP, Dynamic Host Configuration Protocol and that we don’t use special encryption protocols to authenticate users over our network, as the signal itself, is encrypted. Gaming consoles need to be set up behind routers, not in front of a router, meaning directly between a home router or VoIP adaptor and a Wireless Fiber Subscriber Unit.

Will Voice over IP work on the AzulStar Network?

Wireless Fiber was designed to integrate Voice over IP with wireless Internet technology to allow users to use Voice and Data services at the same time. AzulStar’s VoIP service has been designed to work flawlessly with Wireless Fiber networks and you can purchase adaptors pre-configured for this service on our website.

Can I get a Public IP address?

Public IP addresses are only available for business connections and they are included in the monthly service charge.



3. Troubleshooting Tips

Troubleshooting New Wireless Fiber Connections Using the Wireless Wizard

The AzulStar Wireless Wizard typically appears as a box with a yellow star in the center at the bottom right hand corner of the computer screen or as ‘Wireless Wizard’ in the customer’s ‘Programs’ menu. ‘Current Status’ is color coded. Open the Wizard and read back the results.

If Red:

Verify Cabling and Power

Two green status lights should be lit on the front of the POE brick. A computer cable connecting the white PowerDsine 3001 POE brick to the antenna on the roof must be securely seated in the ‘Data and Power Out’ port. This provides power to the roof antenna. Gently pull on and then push in all the CAT5e connectors to make sure that a connector is not improperly seated. A properly seated connector is locked into place and cannot be pulled out. A blue cable is used to connect the POE’s ‘Data In’ port to either the Network Interface Card located on the back of the computer or the router. If a router is in use, this cable must be plugged into the router’s ‘WAN’ or ‘Internet’ port and not a LAN port.

Select ‘Test and Fix’ under the quick links box next to the ‘User Services’ box just above the status indicator in the middle of the Wizard interface. Wait a moment and, if the ‘Status Indicator’ does not turn green or Yellow, see Rebooting the Network Chain.

If Yellow:

Disable Firewall

If you are using a 3rd Party Firewall, such as Norton Internet Security, ZoneAlarm or Panda, the firewall may be blocking traffic. Disable the firewall and run ‘Test and Fix’ on the Wireless Wizard again. Firewall icons are typically located in the right hand corner of the computer screen next to the system clock and can usually be disabled by right clicking on them and selecting ‘Disable’. If you still cannot connect proceed to Rebooting the Network Chain.

If Green:

Rebooting the Network Chain

Turn off power to the roof antenna, computer, VoIP adapter and router, if this equipment is also in use. After one minute, turn the power to the roof antenna back on. After 2 minutes, turn on power to the router and VoIP adapter or desktop computer, if a router and VoIP adapter are not in use. Reboot the computer after 3 minutes, if a router and/or VoIP adapter are in use. Run ‘Test and Fix’. If you still cannot connect and have a router, proceed to Section Router and VoIP Diagnosis.

Router and VoIP Adapter Diagnosis

Bypass the router by plugging the blue cable that is connected to the router’s WAN or Internet port directly into the Network Interface Card located on the back of the customer’s computer. If you are using a wireless enabled laptop, make sure to disable the wireless card. The customer’s ‘Local Area Connection’ may need to be enabled, as well. Run ‘Test and Fix’. If the connection is regained, the router may not be DHCP enabled. Only DHCP or ‘Retrieve an IP address automatically’ needs to be configured on a router in order for it to work on the AzulStar network, no additional configuration work is required. If you are unfamiliar with how to configure a router, refer to the router’s manufacturer for further instruction.

Yellow Status

A yellow status light means that you need to be authenticated. Opening an Internet browser automatically redirects a customer to the ‘Sign in’ screen. If you cannot sign in, verify username and check to make sure ‘Caps Lock’ is not turned on. If you still cannot sign in, delete ‘Internet Cookies’ and ‘Temporary Internet Files’. Completely close out of the browser and try again. If you are still unsuccessful, try resetting the password. If resetting the password fails, contact an AzulStar technician at (877) 298-5782 or supportazulstar.com.

Green Status

The customer is properly connected to the Internet.

No AzulStar Wireless Wizard

Verify Cabling and Power

Two green status lights should be lit on the front of the customer’s POE brick. A computer cable connecting the white PowerDsine 3001 POE brick to the antenna on the roof must be securely seated in the ‘Data and Power Out’ port. This provides power to the roof antenna. Gently pull on and then push in all the connectors to make sure that a connector is not improperly seated. A properly seated connector is locked into place and cannot be pulled out. A blue cable is used to connect the POE’s ‘Data In’ port to either the Network Interface Card located on the back of the computer or the router. If a router is in use, this cable must be plugged into the router’s ‘WAN’ or ‘Internet’ port and not a LAN port. Proceed to Disable Firewall, if necessary.

Disable Firewall

If you are using a 3rd Party Firewall, such as Norton Internet Security, ZoneAlarm or Panda, the firewall may be blocking traffic. Disable the firewall. Firewall icons are typically located in the right hand corner of the computer screen next to the system clock and can usually be disabled by right clicking on them and selecting ‘Disable’. If you still cannot connect proceed to Rebooting the Network Chain.

Rebooting the Network Chain

Turn off power to the roof antenna, computer, VoIP adapter and router, if this equipment is being used. After one minute, turn the power to the roof antenna back on. After 2 minutes, turn on power to the router and VoIP adapter or desktop computer, if a router and/or VoIP adapter are not in use. Reboot the computer after 3 minutes, if routing equipment is in use. If you are still unable to connect, proceed to Renewing and Verifying an IP Address.

Renewing and Verifying an IP Address for Microsoft Vista Users

Windows Vista

To renew an IP address in Windows Vista, right click on the LAN icon at the bottom right hand corner of the computer screen and select ‘Diagnose and Repair’. Wait for 20 seconds.

If you cannot locate the LAN icon, click on start>Control Panel>Network and Internet>Network and Sharing Center and select ‘Diagnose’ before verifying IP address.

To verify an IP address, select ‘Network and Sharing Center’ and click on ‘View Status’ to the right of ‘Connection’ under the ‘Network’ section. Click on details to learn the IP address. Make sure DHCP is enabled in this screen.

While in the Local Area Connection status window, select ‘Details’ to make sure DHCP is enabled. If computer is not DHCP enabled, select properties in the same window and highlight ‘Internet Protocol Version 4 (TCP/IPv4)’. Select ‘Properties’ and select ‘Obtain IP address automatically and ‘Obtain DNS server address automatically’ before clicking OK. Wait a moment and re-verify the IP address.

A 10.12.__.__ address means a customer is connected directly to the AzulStar network. Verify connectivity by opening an Internet browser.

A 169.254.___.___ address means that a customer is not able to connect to the network or a router. There may be a problem with the computer’s Network Interface Card or router, if you are using a router. Proceed to Router and VoIP Adapter Diagnosis.

A 192.168.___.___ address typically means a customer is connected to either a router or a VoIP adapter. If you still can’t connect through an Internet browser, proceed to Router and VoIP Adapter Diagnosis.

Pre-Vista Microsoft Operating Systems
(Windows 2003, Windows 2000, Windows XP/XP Professional, Windows 98, Windows 95)

Renewing and Verifying an IP Address

Double click the LAN icon at the bottom right hand corner of the computer screen and verify that the IP address is assigned by DHCP by selecting the ‘Support’ tab and click ‘Repair’.

To DHCP enable a pre-Vista computer, right click on the LAN icon and select ‘Open Network Connections’. Right Click the ‘Local Area Connection’ icon and select ‘Properties’. Highlight ‘Internet Protocol (TCP/IP)’ and click on ‘Properties’. Select ‘Obtain an IP address automatically’ and ‘obtain DNS server address automatically’. Click OK. Wait a moment and re-verify IP address.

If you cannot locate the LAN icon, enter ‘Control Panel’ and select ‘Network Connections’. Right click on the ‘Local Area Connection’ or ‘Wireless Network connection’ icon and select the ‘Status’ tab to verify that DHCP is enabled. Right click on the ‘Local Area Connection’ icon again and select ‘Repair’, if necessary.

A 10.12.__.__ address means a customer is connected directly to the AzulStar network. Verify connectivity by opening an Internet browser.

A 169.254.___.___ address means that you are not able to connect to the network or a router. There may be a problem with the computer’s Network Interface Card or router, if the customer is using a router. If you are using a router, proceed to Router and VoIP Adapter Diagnosis. If you still cannot connect, contact an AzulStar technician at (877) 298-5782 or supportazulstar.com.

A 192.168.___.___ address typically means a customer is connected to either a router or a VoIP adapter. If you still can’t connect through an Internet browser, proceed to Router and VoIP Adapter Diagnosis.

Router and VoIP Adapter Diagnosis

Bypass the router and/or VoIP adapter by plugging the POE’s blue cable that is connected to the equipment’s WAN or Internet port directly into the Network Interface Card located on the back of the customer’s computer. If you are using a wireless enabled laptop, make sure to disable the wireless card. The customer’s ‘Local Area Connection’ may need to be enabled, as well. If you can connect, that only DHCP or ‘Retrieve an IP address automatically’ needs to be configured on routers connecting to an AzulStar network. If you have additional problems with the router, contact the manufacturer. If you are still unable to connect, contact an AzulStar technician at (877)-298-5782.

Mac OS X (MAC OS X 10, Tiger, Leopard)

Verify Cabling and Power

Two green status lights should be lit on the front of the POE brick. A computer cable connecting the white PowerDsine 3001 POE brick to the antenna on the roof must be securely seated in the ‘Data and Power Out’ port. This provides power to the roof antenna. Gently pull on and then push in all the connectors to make sure that a connector is not improperly seated. A properly seated connector is locked into place and cannot be pulled out. A blue cable is used to connect the POE’s ‘Data In’ port to either the customer’s Network Interface Card located on the back of the computer or the customer’s router. If a router is in use, this cable must be plugged into the router’s ‘WAN’ or ‘Internet’ port and not a LAN port. Proceed to Disable Firewall, if necessary.

Disable Firewall

If you are using a 3rd Party Firewall, such as Norton Internet Security, ZoneAlarm or Panda, the firewall may be blocking traffic. Disable the firewall. Firewall icons are typically located in the right hand corner of the computer screen next to the system clock and can usually be disabled by right clicking on them and selecting ‘Disable’. If you still are unable to connect proceed to Rebooting the Network Chain.

Rebooting the Network Chain

Turn off power to the roof antenna, computer, VoIP adapter and router, if this equipment is being used. After one minute, turn the power to the roof antenna back on. After 2 minutes, turn on power to the router and VoIP adapter or desktop computer, if a router and/or VoIP adapter are not in use. Reboot the computer after 3 minutes, if routing equipment is in use. If you are still unable to connect, proceed to Verifying and Renewing an IP Address.

Verifying and Renewing an IP Address

For users connected directly to a router or Roof Antenna, Select ‘System Preferences’ icon on the Dock and click on ‘Network’. Make sure ‘Built-in Ethernet’ from the Show drop-down list has been selected. Ensure that TCP/IP is highlighted. To the left of ‘Configure IPv4’ it should say ‘Using DHCP’. The IP address is listed below this form box. Click ‘Apply Now’ if any changes needed to be made. Renew the IP address by clicking on ‘Renew DHCP Lease’.

A 10.12.__.__ address means you are connected directly to the AzulStar network. Verify connectivity by opening an Internet browser.

A 192.168.___.___ Installation/P: Yes (some clients call this SSL)address typically means you are connected to either a router or a VoIP adapter. If you still can’t connect through an Internet browser, proceed to Router and VoIP Adapter Diagnosis.

Any other kind of IP address indicateJUSTIFYa name=/PP ALIGN=s that you are still not able to connect to the network or a router. There may be a problem with the computer’s Network Interface Card or router and/or VoIP adapter, if using this equipment.
If you are using a router, proceed to the Router and VoIP Adapter Diagnosis.

Router and VoIP Adapter Diagnosis

Bypass the router and/or VoIP adapter by plugging the POE’s blue cable that is connected to the equipment’s WAN or Internet port directly into the Network Interface Card located on the back of the customer’s computer. If you are using a wireless enabled laptop, make sure to disable the wireless card. The ‘Local Area Connection’ may need to be enabled, as well. If the user can connect, that only DHCP or ‘Retrieve an IP address automatically’ needs to be configured on routers connecting to an AzulStar network. You may have additional problems with the router and should contact the manufacturer. If problems still exist, contact an AzulStar technician at (877) 298-5782 or supportazulstar.com.