Network Troubleshooting - Windows

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= >> Information that we must have in a ticket <<=
  • Name and location (building, room #). Make sure we have their extension or cell #.
  • Jack ID (it’s on a silver or white tag around or ON the jack, e.g. "A-0-12").
  • 'IP address, MAC address and the result of running the "arp -a" command.


If user can't connect to MiddleburyCollege:

  • Does the connection repeatedly ask for the user's credentials? Check whether user can get onto webmail. If not, might be using wrong PW/UN or account could be locked out.
  • See the Wireless article's information on how to connect.

Common error messages

  • "Trust relationship with server could not be established." The computer likely needs to be re-added to the domain or needs its name checked. Get any information you can think of (what is the MIDD/MIIS number? Is it just one computer, or all in a specific area? Does it go away on restarting?) and assign to ECS.

General network troubleshooting steps

  • Run ipconfig then look for the message under “Media State” (if there is one) and check IP addresses[1].
  1. Message: “Media is disconnected” – NIC[2] thinks it’s unplugged. Possible solutions:
    1. Loose cable (“ensure that both ends of the cable are firmly connected”)
    2. Wrong jack (red jack or “Data” jack = GOOD; blue jack is turned OFF, usually)
    3. Bad cable (try a different cable), bad jack (try another jack or connect another computer to the original jack), bad network card (invite customer to LIB202)
  2. See Network Troubleshooting for what some IPs may indicate. In ANY case, here are some generic steps to try:

[ ipconfig /release followed by ipconfig /flushdns and ipconfig /renew ] [3]

    1. Disable the connection in Control Panel, wait 5 seconds, re-enable it.
    2. Unplug jack, wait 5 seconds, plug back in. Doesn’t help? - Reboot.
    3. Try disabling 3rd party firewall software (e.g. Norton, McAfee, etc. may interfere with our network). Also, check to see if the browser has a proxy server configured.

If you still can't resolve the issue after these steps, get some information from the customer:

  • Name and location (building, room #). Make sure we have their extension or cell #.
  • Jack ID (it’s on a silver or white tag around or ON the jack, e.g. “A-0-12”).
  • The customer then should run ipconfig /all and tell you the message under “Media State” (if there is one), the IP address, Physical (aka MAC) address and the DHCP server address (if there is a DHCP address listed).
  • If there is a DHCP address, customer should ping the DHCP server address, run arp -a and tell you the output of arp.
  • Record all of the above and create a ticket for SR.

Computer has a valid IP, but cannot open webpages

  • Disable Proxy server settings.
  • Disable 3rd party Firewall (Norton, McAfee, Trend Micro)
  • Reset IP and Winsock: Start => Run => CMD [3]
netsh winsock reset
netsh int ip reset c:\reset.log
  • See Resetting Winsock Catalog for more details.
  • Reboot
  • The above commands are run as part of the advanced network troubleshooting reset process.

  1. Make sure they’re looking at the “Ethernet Adapter Local Area Connection” (i.e. the WIRED Ethernet card, NOT the wireless)
  2. NIC = Network card
  3. 3.0 3.1 In Vista and Windows 7, run those commands with admin privileges (click the Start button, type cmd in search box, right-click "cmd" in search results). Cite error: Invalid <ref> tag; name "ftn3" defined multiple times with different content
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