Network Troubleshooting - Windows
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.
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. 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
- Run ipconfig then look for the message under “Media State” (if there is one) and check IP addresses.
- Message: “Media is disconnected” – NIC 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:
- [ ipconfig /release followed by ipconfig /flushdns and ipconfig /renew ] 
- 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 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 runipconfig /all andtell youthe message under “Media State” (if there is one), theIP address, Physical (aka MAC) address andtheDHCP 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 3rd party Firewall (Norton, McAfee, Trend Micro)
- Reset IP and Winsock: Start => Run => CMD 
netsh winsock reset netsh int ip reset c:\reset.log
- See Resetting Winsock Catalog for more details.
Troubleshooting Network Issues with Vista
Please see above. If you want to delve deeper here are some Advanced_Network_Troubleshooting topics.
- <sup>Make sure they’re looking at the “Ethernet Adapter Local Area Connection” (i.e. the WIRED Ethernet card, NOT the wireless).</sup>
- <sup>NIC = Network card</sup>
- <sup>In Vista, run those commands with admin privileges (Start -> type “cmd” in search box -> right-click “cmd” in search results). </sup> Cite error: Invalid
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