Library & ITS Wiki
Difference between revisions of "Network Troubleshooting - Windows"
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| − | + | * 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>. | |
| − | + | # Message: “'''Media is disconnected'''” – NIC<ref name="ftn2"><sup>NIC = Network card</sup></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 below 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"><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. | |
| − | + | ## Jack out, wait 5 seconds, jack 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. | |
| − | + | # '''140.233'''… Computer should have a normal connection. Not working? Try b), above. | |
| − | + | # '''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>. | |
| − | + | # '''169'''…. Computer can’t find our DHCP server, try all the steps under a) and b) | |
| − | + | # '''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. | |
| − | + | # '''Any other messages''' from ipconfig (not listed above) may indicate a problem with the Ethernet card. Invite the customer to LIB202. | |
| − | + | * If you reach f) and you still haven’t resolved the issue, get the customer’s: | |
| − | + | # '''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'''. | |
| − | + | * '''Rogue Servers and/or entire building losing connectivity:''' | |
| − | + | # 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 tickets and indicate that you have contacted someone, if that’s true. | |
| − | + | # 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. | |
Revision as of 16:11, 11 July 2008
- 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:
- 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 below 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]
- Disable the connection in Control Panel, wait 5 seconds, re-enable it.
- Jack out, wait 5 seconds, jack in. Doesn’t help? - Reboot.
- 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.
- 140.233… Computer should have a normal connection. Not working? Try b), above.
- 172.17… - registration, 172.19… - penalty or 172.18… - quarantine – search http://kb for steps to take[4].
- 169…. Computer can’t find our DHCP server, try all the steps under a) and b)
- 192… or 10… (BAD addresses for on-campus, may be OK for off-campus, see footnote[5]). 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.
- Any other messages from ipconfig (not listed above) may indicate a problem with the Ethernet card. Invite the customer to LIB202.
- If you reach f) and you still haven’t resolved the issue, get the customer’s:
- 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.
- Rogue Servers and/or entire building losing connectivity:
- 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 tickets and indicate that you have contacted someone, if that’s true.
- 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.
- ↑ Make sure they’re looking at the “Ethernet Adapter Local Area Connection” (i.e. the WIRED Ethernet card, NOT the wireless).
- ↑ NIC = Network card
- ↑ In Vista, run those commands with admin privileges (Start -> type “cmd” in search box -> right-click “cmd” in search results).
- ↑ 172.16… - midd_secure. 172.20… - midd_unplugged.
- ↑ Some off-campus college houses are supposed to have 192 or 10 addresses. Search http://kb for a list of off-campus locations.
