Network Down - Venue Action Guide

Every Zero Latency system component depends on the network. When the network is down, no headsets, controllers, content server, or streaming servers will communicate. This guide covers how to read your Meraki status, attempt recovery, and restore the ZL system once the network is back.

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On this page:

  Reading Your Meraki Network Status

  Step-by-Step Network Recovery

  Restoring the ZL System After Network Recovery

  What You Can and Cannot Fix

  Logging the Incident

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Important - Network First

• Always check the network before touching any ZL PCs or hardware.
• If the network is down, rebooting the Content Server will not help.

Reading Your Meraki Network Status

Your Meraki network devices (router, switches, access points) show their status via LED lights. Check these first.

LED Colour	Status	Action required
White or Blue (solid)	Device is online and operating normally	No action needed
Orange or Amber	Device is starting up or there is a connectivity warning	Wait 2 minutes. If it does not turn white or blue, power cycle the device.
Red	Device has a confirmed fault or is unable to reach Meraki cloud	Power cycle and escalate to ZL Client Services if it does not recover.
No light	Device has no power	Check physical power connection and power strip.

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Step-by-Step Network Recovery

If Meraki devices show red or no light

1. Check physical power - Ensure all Meraki devices are physically plugged into power. Check the power strip or UPS they are connected to. A tripped circuit breaker is the most common cause.
2. Check ethernet cable connections - Ensure all ethernet cables between the modem, Meraki router, and switches are firmly seated. A loose cable can look connected but cause intermittent failures.
3. Power cycle the Meraki router - Unplug the power from the Meraki router (the device connected directly to your modem). Wait 30 seconds. Plug it back in. Wait 3 minutes for it to fully restart.
4. Power cycle the switches and access points - After the router is back online, power cycle any remaining devices that are still showing red. Do them one at a time, waiting 2 minutes between each.

If internet is down but Meraki devices look healthy

Important

• If your modem's internet/WAN light is red or off, the issue is with your internet provider - not Zero Latency equipment.
• Zero Latency cannot fix your internet connection. Contact your ISP directly.

1. Check your modem - The modem is the device supplied by your internet provider. Check its WAN/internet LED. If it is red or off, the issue is with your ISP.
2. Power cycle the modem - Unplug the modem from power. Wait 60 seconds. Plug it back in and wait 3-5 minutes for it to re-establish the ISP connection.
3. Contact your internet provider - If the modem does not reconnect, there is an outage on your ISP's network. Contact them directly.

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Restoring the ZL System After Network Recovery

Once the network is restored, follow these steps in order. Devices will not automatically reconnect in the correct sequence.

Step	What to do
1. Wait 3 minutes	Allow the network to stabilise before restarting any ZL devices.
2. Restart the Content Server	Perform a full Windows restart on the Content Server PC. This is the most important step - the Content Server must be online before any other device can connect.
3. Restart Streaming Servers	After the Content Server is fully booted (3-5 minutes), restart each Streaming Server.
4. Open the Launcher and verify devices	Open the ZL Launcher. All devices should appear within 2 minutes. If any are missing, check the Hardware Manager.
5. Run a test before resuming operations	Before putting players in headsets, run a brief internal test to confirm tracking is stable after the network restoration.

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What You Can and Cannot Fix

You can check and fix this yourself	Escalate to ZL Client Services
Physical power to Meraki devices	Meraki device configuration or firmware issues
Ethernet cable connections	Network errors showing in Meraki dashboard
Power cycling Meraki devices	Persistent red lights after power cycle
Modem power cycle	ISP contact and fault reporting
Restarting ZL PCs after network is restored	ZL devices not reconnecting after network is confirmed healthy

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Logging the Incident

Log every network outage in Zendesk, even if you resolved it yourself. This data helps Zero Latency identify recurring patterns at your venue.

Include in your ticket	Details
Outage times	Time the outage started and ended
Devices affected	All devices, some devices, or specific devices
Meraki LED status	What colour the lights were showing when you found the issue
Steps taken	What you tried and what resolved the issue
Player impact	Whether any player sessions were affected and how

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Article Keywords/Phrases:

Network down
Meraki offline
No internet
Network failure
All devices offline
Network recovery
Meraki LED
Router offline