The Power of the Power Cycle before a Ticket

Although the technology we use in our everyday lives is constantly advancing, it is never completely free of complications; occasional problems are common and something we must all deal with at one point or another. Whether an app on your cell phone is not responding, or your cable Internet service is dropping intermittently, sometimes all it takes to fix the issue is a power cycle. This is not only a very common attempt at resolving an issue completely, but it serves as an important first step during more in-depth troubleshooting processes. There are a number of things going on behind the scenes when we power cycle, and it can actually be a powerful solution despite its perceived simplicity. Learning to properly power cycle your problematic technology will become a useful ability worth retaining and sharing.

What causes devices to hang, freeze, or work intermittently?

The most common reasons a device has locked up are:

• defects in software or hardware that will rarely, but occasionally, cause the device to “hang” or freeze
• limited availability of hardware resources to process the software that runs on that platform
• network communication issues that might not be readily apparent when looking at the connection status

When we are talking about networking equipment like a cable modem or wireless router, there are other additional factors that could cause problems. For example, cable modems acquire multiple signal channels similar to a TV receiver. If these channels are experiencing problems, the modem may not automatically re-acquire other channels of better quality or reliability; power cycling the modem properly forces the modem to do so. If a certain make/model of cable modem is experiencing issues and there is a firmware (permanent software programmed into read-only memory) update available from the underlying provider, a power cycle will trigger the modem to check for and install these updates. Finally, the information that networking devices retain during normal operation—log files, ARP cache (so that it knows what devices are connected on the network and can communicate), and more—can increase in size over long periods of time. This can extend to the point where the limited hardware resources they have are used up and it begins to respond slowly and drop traffic. Again, power cycling will clear out this data and free up some resources, but take care, as some of this information may be useful for tech support staff to view before the equipment is rebooted.

How is a power cycle properly performed?

CAUTION! – We sometimes use the the word “reset” when we talk about rebooting or power cycling equipment. However, some devices feature a reset button that will wipe out all configurations and return the device to its factory settings. NEVER use the reset button on a device unless you are certain of its functionality, and have permission to do so from qualified IT staff.

For a computer, phone, or any other device with a graphical interface, it is often best to perform a “soft” reset by shutting down normally through the menus available. If the device is completely frozen or taking very long to respond to input, it can sometimes be necessary to perform a “hard” reset. A hard reset is when you press and hold the power button until it turns off. Unless you are able to access your networking device through another computer, a hard reset is often the most practical means to power cycling the device.

For networking equipment such as a cable modem, there is a best way to perform a hard reset:

• If the connection is still working intermittently and people are still using the connection, be sure to notify them that it will be down for at least 5 minutes.
• Unplug the power cable from the device and wait at least 10 seconds before plugging it back in.
  • Some modems have a battery inside that also needs to be removed, but always contact technical support if you are unsure.
  • To be completely thorough, unscrew the coaxial cable from the device while the power is down and wait at least 20 seconds. If you do this step, reconnect the coaxial cable firmly before powering the device on.
• Plug the power cable back into the device. The boot cycle of most modems and routers can range from 2 – 5 minutes, but can be longer in some cases.
• Once ample time has passed for the device to complete its boot process, you may resume testing to see if the issues have been resolved. If you are comfortable completing these steps before contacting technical support but are still experiencing issues at this point, this is often the time to contact them for assistance.

When should I NOT power cycle?

It may seem like an overly simplistic solution, but power cycling really is a useful tool for resolving common technical issues. However, it should be used in moderation for a number of reasons:

• Rebooting a device way too often, especially hard resets performed during certain states of operation, can create other problems like file system issues or  hardware defects.
• Unless you are qualified IT staff, power cycling of more advanced networking or server equipment should be best left alone, especially if you are uncertain of potential issues that could arise.

When in doubt, call technical support!

If you are unsure if you should perform a power cycle at any point, we encourage you to contact technical support for assistance; not only can they tell you when or if you need to perform this step, but they will walk you through the process. As mentioned previously, it is always best to contact your support team, as there are some cases where it is beneficial for them to review specific information that is oftentimes deleted when the device is rebooted.