Difference between revisions of "Network Troubleshooting - Windows"

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].

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)
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 3^rd 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

Troubleshooting Network Issues with Vista

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

References

↑ Make sure they’re looking at the “Ethernet Adapter Local Area Connection” (i.e. the WIRED Ethernet card, NOT the wireless)
↑ NIC = Network card
↑ ^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

[ftn1-1] Make sure they’re looking at the “Ethernet Adapter Local Area Connection” (i.e. the WIRED Ethernet card, NOT the wireless)

[ftn2-2] NIC = Network card

[ftn3-3] 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

[1]

[2]

[3]

@@ Line 1: / Line 1: @@
-[[Category:Helpdesk]]
+<br>
-{| border="1" align="center" style="background:#ffdead;"
+{| 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;"
-|+ ''' = >> Information that we must have in a ticket <<= '''
+|+ '''= &gt;&gt; Information that we must have in a ticket &lt;&lt;= '''
+|-
 |
-* '''Name and location (building, room #)'''. Make sure we have their '''extension or cell #'''.
+*'''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").
+*'''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'''.
+*'''IP address''', '''''<i>MAC address''' and '''</i>'''the result of running the "arp -a" command'''.
 |}
-==midd_secure==
+<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. Try logging on to Novell.
-==Common error messages==
+*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>
-* '''"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.
+*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>.
-==General network troubleshooting steps==
+#Message: “'''Media is disconnected'''” – NIC<ref name="ftn2">NIC = Network card</ref> thinks it’s unplugged. Possible solutions:
-* 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>.
+##Loose cable (“ensure that both ends of the cable are firmly connected”)
-# Message: “'''Media is disconnected'''” – NIC<ref name="ftn2"><sup>NIC = Network card</sup></ref> thinks it’s unplugged. Possible solutions:
+##Wrong jack (red jack or “Data” jack = GOOD; blue jack is turned OFF, usually)
-## Loose cable (“ensure that both ends of the cable are firmly connected”)
+##'''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)
-## Wrong jack (red jack or “Data” jack = GOOD; blue jack is turned OFF, usually)
+#See [[Network Troubleshooting]] for what some IPs may indicate. In ANY case, here are some generic steps to try:
-## '''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>'''
-## '''<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>
+##Disable the connection in Control Panel, wait 5 seconds, re-enable it.
-## Disable the connection in Control Panel, wait 5 seconds, re-enable it.
+##Unplug jack, wait 5 seconds, plug back in. Doesn’t help? - '''Reboot'''.
-## 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.
-## '''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:
-* '''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==
+*'''Name and location (building, room #). Make sure we have their extension or cell #.'''
-* Disable 3rd party Firewall (Norton, McAfee, Trend Micro)
+*'''Jack ID''' (it’s on a silver or white tag around or ON the jack, e.g. “A-0-12”).
-* Reset IP and Winsock: Start => Run => CMD <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>
+*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).
-<pre>
+*If there is a DHCP address, customer should '''ping''' the DHCP server address, run '''arp -a''' and tell you the output of arp.
-netsh winsock reset
+*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 =&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>
+<pre>netsh winsock reset
 netsh int ip reset c:\reset.log
 </pre>
-* Reboot
+*See [[Resetting Winsock Catalog]] for more details.
+*Reboot
+== 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/>
+<references />
+[[Category:Helpdesk]]
+[[Category:Network]]
+[[Category:Troubleshooting]]
+[[Category:Windows]]
+[[Category:Helpdesk Documentation]]
+[[Category:Public Search]]

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