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Computer Loses Internet Connection when Connecting to NOVA over Ethernet

Table of Contents

Issue Overview

When connecting your computer to NOVA with an ethernet cable, your computer will typically view NOVA as a router and try to connect to the internet through NOVA. If NOVA does not have a stable connection, this can cause your computer to lose internet connection, and your browser may indicate an interrupted connection (see below example, on Chrome).
While this doesn’t happen all the time, it can be frustrating if your computer does not recover. This guide will help you diagnose the issue and help the system recover.

Debugging for computers running Windows

Wait for the system to recover

In the majority of cases, Windows computers will restore their internet connection in 2-3 minutes. If the connection doesn’t recover, continue to the following steps.
Step 1: In Windows Settings, check your Network Status. If your computer sees NOVA as a router, you will see an ethernet connection with no internet.
Step 2: Open a browser window, and try to access the internet (for example, https://www.google.ca).
Step 3: Wait 60 seconds, and try again with a new browser window. If there is still no connection, repeat one more time;
Even if your system’s connectivity icon shows no internet, this may only apply to the ethernet connection; you may still be able to access the internet over a stable WIFI connection.
If after 120 seconds there is still no connection, proceed to the following steps.

Refresh your WIFI connection

The instructions below are for a PC running Windows 11:
Step 1: In Windows Settings, check your Network Status. If your computer sees NOVA as a router, you will see an ethernet connection with no internet.
Step 2: Refresh your WIFI connection. Disable your ethernet adapter, wait 10 seconds, then re-enable your adapter. If necessary, reconnect to your preferred WIFI network. Your WIFI icon should now show a connected state.
Step 3: Open a new browser window, and try to access the internet (for example, https://www.google.com). If you are still not able to connect to the internet, contact support.

Debugging for computers running MacOS

Unlike Windows, computers running MacOS will not typically recover on their own. When your computer connects to NOVA over an ethernet cable, it will automatically configure NOVA as a new ethernet connection, which has a higher priority than WIFI by default. When this happens, your browser will give an error — for example, in Safari:
Follow the steps below to give priority to your computer’s stable internet connection.

Change Port Priority

To re-establish an internet connection, you have to manually give your WIFI network or other stable internet connection top priority. A guide for changing port priority can be found on the Apple support website, but instructions are also included below.
Step 1: Ensure that a USB WIFI Dongle is plugged into NOVA.
Step 2: Power off NOVA.
Step 3: Connect your computer to NOVA with an ethernet cable.
Step 4: On your Mac, choose Apple menu > System Preferences, then click Network.
Step 5: Power on NOVA; when it boots, confirm that a new network connection is available in the Network panel options.
Step 6: Click the three dots in the bottom left of the network panel to open the Action Pop-up Menu, and select Set Service Order.
Step 7: Drag your stable internet connection (typically WIFI) to the top of the list, and drag NOVA’s connection to the bottom.
Step 8: Click OK, then click Apply to make the new settings active. Your computer should now have internet access, you can proceed with setup.
If you are still not able to access the internet, contact Voltera Support.