Product Support

10G Troubleshooting

Most ACTIV 10G issues clear up by unplugging the filter and plugging it back in. If that doesn't fix it, the steps below walk through the most common causes in order. Try them in order. Each step is something almost anyone can do.

Installation Guide

Before You Troubleshoot

The ACTIV 10G only works with Ethernet (the kind of network signal that carries internet, IP phones over data networks, file sharing, and so on; technically called TCP/IP). It will not pass cable tester signals, certain phone systems, or other equipment that uses the same kind of cable but isn't actually Ethernet. The only real way to test the filter is to put it between two devices that you know speak Ethernet to each other and confirm they can still talk.

The ACTIV 10G also does not pass Power over Ethernet (PoE). If the connected device isn't powering up, either give it an alternate power source or look at the ACTIV POE, which passes both the data and the power.

Troubleshooting

Step-by-step diagnosis

Try these in order. Most issues are resolved by Step 1 or Step 2.

Step 1

Unplug the filter and plug it back in.

This step solves most issues, and it confirms the filter is receiving power.

This solves most problems. Pull the small barrel plug out of the back of the filter, wait about ten seconds, and plug it back in. The Power LED (red) should come on right away. The Link Speed LEDs on each side should light up within a few seconds as the filter re-establishes its connections.

If the Power LED does not come on after plugging the filter back in, the issue is on the power side. Check the power adapter: it should be a 12V / 2A adapter marked LPS or Class 2. Use only the adapter shipped with the filter. If you have a multimeter, verify the adapter output reads 12VDC or slightly higher. If the adapter is correct and the Power LED still doesn't come on, contact us; the filter may be faulty.

Step 2

Restart the filter and the connected device together.

This step clears any stuck network address on the connected device that the filter reset alone won't fix.

If just resetting the filter didn't help, the device behind the filter (the computer, server, instrument, or whatever the filter is feeding) may be stuck on a temporary network address it gave itself when the connection briefly dropped (called an APIPA address, in the 169.254.x.x range). Unplug the filter and turn off the connected device. Wait ten seconds. Power the filter back on first, give it a few seconds to come up, then turn the connected device back on. The connected device will request a fresh network address on startup and rejoin the network normally.

Step 3

Restart everything from the network side and working downward.

This step restarts the entire chain in the right boot order so each device connects to a healthy upstream connection.

If neither reset worked, restart everything starting from the network side and working downward. Power off the connected device, then the filter, then your switch or router. Wait ten seconds. Turn things back on starting from the switch or router, then the filter, then the connected device. Always from the network side downward, with each piece given a few seconds to come fully online before turning on the next. This avoids the address-stuck problem from Step 2.

Step 4

Check the cable connectors for bent or crushed pins.

This step rules out physical damage at the cable connectors before testing for cable or filter failure.

Look at both RJ-45 jacks on the filter and at the connectors on each cable. Make sure the metal pins are straight and even with no obstructions. If any look bent or crushed, the cable plug or the filter jack may be damaged. Reseat both cables firmly. If you suspect a cable, swap it for one you know works.

Step 5

Bypass the filter to confirm the cables and the network are good.

This step verifies the cables, the network, and the connected device are all functional. If they all pass and the filter still doesn't, the filter is the cause.

Unplug both cables from the filter and connect them together with an RJ-45 coupler. If the connected device now reaches the network, the cables and network are fine and the filter needs to be replaced. If it still doesn't work, the problem is one of the cables, the connected device, or the network, not the filter.

If you don't have an RJ-45 coupler, test each cable separately by using one cable to connect the network directly to the connected device. You may need to either use a longer cable or move the connected device closer to the network connection to do this. If the device reaches the network with one of the original cables, that cable is fine; test the other the same way.

Step 6

Contact us.

If you've worked through Steps 1 through 5 and the filter is the cause, contact us. We'll arrange an RMA and take it from there. All ACTIV Ethernet filters carry a two-year warranty from the date of first sale. See the warranty page for details.

Common Questions

Common questions

I'm seeing a small amount of radio frequency emission coming from the filter when I scan the inside of my chamber or shielded room. Is something wrong?

A.The ACTIV 10G is an active filter and produces a small amount of radiated emission. The filter is engineered to keep these emissions as low as physically possible, but you may be able to detect them. What can make the noise worse is improperly grounded cables. If you are using the short extension that came with the filter, the simplest fix can be to remove that extension and connect the device directly to the filter with a single cable. This may eliminate a poor ground. If you've done that and the emission is still visible, contact us with your measurement data and we'll work through it with you.

Does it matter which side of the shield wall the filter body is on?

A.No. The ACTIV 10G is bidirectional. Either RJ-45 jack can face the network or the connected device. The filter body itself can sit on the inside or the outside of the shielded enclosure with no effect on filtering performance. Most installations put the body on the outside because that's where the power adapter sits.

Does the type of CAT cable matter? Shielded versus unshielded?

A.For data, no. The ACTIV 10G regenerates the Ethernet signal internally, so it doesn't care what kind of cable feeds it. Use what your installation already has in the wall. (Shielded cable does matter for our passive Pasif 1G filter; that's a separate conversation on the Pasif 1G product page.)

Need additional help?

Contact our engineering team for installation support, troubleshooting, or warranty service.