Middlebury

Difference between revisions of "Network Troubleshooting - Windows"

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==Common error messages==
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<br>
* '''"Trust relationship with server could not be established."''' The computer likely needs to be re-added to the domain or needs its name checked. Usually this message will only happen with lab computers, which are under DeepFreeze so we can't make any meaningful changes - Networks will have to deal with it. Get any information you can think of (Is it just one computer, or all in a specific area? MIDD numbers? Does it go away on restarting?) and assign to SR.
 
  
==General network troubleshooting steps==
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{| border="1" align="center" style="background: rgb(255, 222, 173) none repeat scroll 0% 0%; -moz-background-clip: border; -moz-background-origin: padding; -moz-background-inline-policy: continuous;"
* Run ipconfig then look for the message under “Media State” (if there is one) and check IP addresses<ref name="ftn1"><sup>Make sure they’re looking at the “Ethernet Adapter Local Area Connection” (i.e. the WIRED Ethernet card, NOT the wireless).</sup></ref>.
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|+ '''= &gt;&gt; Information that we must have in a ticket &lt;&lt;= '''
# Message: “'''Media is disconnected'''” – NIC<ref name="ftn2"><sup>NIC = Network card</sup></ref> thinks it’s unplugged. Possible solutions:
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|-
## Loose cable (“ensure that both ends of the cable are firmly connected”)
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## Wrong jack (red jack or “Data” jack = GOOD; blue jack is turned OFF, usually)
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*'''Name and location (building, room #)'''. Make sure we have their '''extension or cell #'''.
## '''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)
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*'''Jack ID''' (it’s on a silver or white tag around or ON the jack, e.g. "A-0-12").
# See below what some IPs may indicate. In ANY case, here are some generic steps to try:
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*'''IP address''', '''''<i>MAC address''' and '''</i>'''the result of running the "arp -a" command'''.
## '''<nowiki>[ ipconfig /release </nowiki>'''followed by '''ipconfig /flushdns '''and '''ipconfig /renew ] <ref name="ftn3"><sup>'''In Vista, run those commands with admin privileges (Start -> type “cmd” in search box -> right-click “cmd” in search results). '''</sup></ref>
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## Disable the connection in Control Panel, wait 5 seconds, re-enable it.
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|}
## Unplug jack, wait 5 seconds, plug back in. Doesn’t help? - '''Reboot'''.
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## '''Try disabling 3<sup>rd</sup> 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.
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<br>
 +
 
 +
== midd_secure  ==
 +
 
 +
If user can't connect to midd_secure:
 +
 
 +
*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. <br>
 +
 
 +
*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 (Is it just one computer, or all in a specific area? MIDD numbers? Does it go away on restarting?) and assign to SR.
 +
 
 +
== General network troubleshooting steps ==
 +
 
 +
*Run ipconfig then look for the message under “Media State” (if there is one) and check IP addresses<ref name="ftn1">Make sure they’re looking at the “Ethernet Adapter Local Area Connection” (i.e. the WIRED Ethernet card, NOT the wireless)</ref>.
 +
 
 +
#Message: “'''Media is disconnected'''” – NIC<ref name="ftn2">NIC = Network card</ref> thinks it’s unplugged. Possible solutions:
 +
##Loose cable (“ensure that both ends of the cable are firmly connected”)
 +
##Wrong jack (red jack or “Data” jack = GOOD; blue jack is turned OFF, usually)
 +
##'''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)
 +
#See [[Network Troubleshooting]] for what some IPs may indicate. In ANY case, here are some generic steps to try:
 +
##'''
 +
<nowiki>[ ipconfig /release </nowiki> '''followed by '''ipconfig /flushdns '''and '''ipconfig /renew ] <ref name="ftn3">'''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). '''</ref>'''
 +
##Disable the connection in Control Panel, wait 5 seconds, re-enable it.
 +
##Unplug jack, wait 5 seconds, plug back in. Doesn’t help? - '''Reboot'''.
 +
##'''Try disabling 3<sup>rd</sup> 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:
 
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.'''
 
* 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'''.
 
  
==What IP addresses mean==
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*'''Name and location (building, room #). Make sure we have their extension or cell #.'''
# '''140.233'''… Computer should have a normal connection. Not working? Try b), above.
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*'''Jack ID''' (it’s on a silver or white tag around or ON the jack, e.g. “A-0-12”).
# '''172.17… - registration''', '''172.19…''' - '''penalty''' or '''172.18…''' - '''quarantine''' – search [http://kb/ http://kb] for steps to take<ref name="ftn4"><sup>'''172.16… - '''midd_secure. '''172.20… '''- midd_unplugged.</sup></ref>.
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*The customer then should run&nbsp;'''ipconfig /all '''and tell you the message under “Media State” (if there is one), the&nbsp;'''IP address, Physical (aka MAC) address '''and the&nbsp;'''DHCP server address''' (if there is a DHCP address listed).
# '''169'''…. Computer can’t find our DHCP server, try all the steps under a) and b)
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*If there is a DHCP address, customer should '''ping''' the DHCP server address, run '''arp -a''' and tell you the output of arp.
# '''192'''… or '''10'''(BAD addresses for on-campus, may be OK for off-campus, see footnote<ref name="ftn5"><sup>Some off-campus college houses are supposed to have 192 or 10 addresses. Search [http://kb/ http://kb] for a list of off-campus locations.</sup></ref>). May indicate a '''manual IP address''' or '''rogue DHCP server'''. Set the computer to obtain an IP address automatically, then release/renew. If it still gets a 192… or 10… IP address, there may be a rogue DHCP server in that subnet/area. See 2. below.
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*Record '''all of the above''' and create a ticket '''for SR'''.
# '''Any other messages''' from ipconfig (not listed above) may indicate a problem with the Ethernet card. Invite the customer to LIB202.
 
  
==Rogue Servers and/or entire building losing connectivity==
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== Computer has a valid IP, but cannot open webpages  ==
# Note that one person calling with connection issues doesn’t mean the whole building is down. Ask the customer if anyone else is having the same issue. Generally we need a few calls to consider the issue to be building wide.
 
# Talk to someone in SR '''immediately'''. Also make a ticket assigned to SR.
 
# If this happens after 5pm, check “SNS After Hours” (it’s a Public Folder/Calendar in Outlook) and call the person listed there. '''Be prepared to give all the information you would put in a ticket.''' Still make a ticket and indicate whether you have contacted someone about the problem.
 
  
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*Disable Proxy server settings.
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*Disable 3rd party Firewall (Norton, McAfee, Trend Micro)
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*Reset IP and Winsock: Start =&gt; Run =&gt; CMD <ref name="ftn3">&amp;amp;amp;amp;lt;sup&amp;amp;amp;amp;gt;'''In Vista, run those commands with admin privileges (Start -&amp;amp;amp;amp;gt; type “cmd” in search box -&amp;amp;amp;amp;gt; right-click “cmd” in search results). '''&amp;amp;amp;amp;lt;/sup&amp;amp;amp;amp;gt;</ref>
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<pre>netsh winsock reset
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netsh int ip reset c:\reset.log
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</pre>
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*See [[Resetting Winsock Catalog]] for more details.
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*Reboot
  
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== Troubleshooting Network Issues with Vista  ==
 +
 +
Please see above. If you want to delve deeper here are some [[Advanced Network Troubleshooting|Advanced_Network_Troubleshooting]] topics.
 +
 +
== References  ==
  
 
----
 
----
<references/>
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 +
<references />
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 +
[[Category:Helpdesk]]
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[[Category:Network]]
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[[Category:Troubleshooting]]
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[[Category:Windows]]
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[[Category:Helpdesk Documentation]]
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[[Category:Public Search]]

Latest revision as of 08:51, 25 June 2015


= >> 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.


midd_secure

If user can't connect to midd_secure:

  • 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 (Is it just one computer, or all in a specific area? MIDD numbers? Does it go away on restarting?) and assign to SR.

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

Troubleshooting Network Issues with Vista

Please see above. If you want to delve deeper here are some Advanced_Network_Troubleshooting topics.

References


  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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