Network Setup Checklist and General Troubleshooting
Contents
1. Table of Contents Network Set p CME CIS Ose aca savenaraqctetcnncoveucuaeaes wonaw sien oaacesaenee E EA E E E EE REA EEE RT E 1 n Wired with Tax Aide rOUteTaesine ere ee mene E ena errr Br MeN eR Rr ear et or Meer Pea Ory DER nree aN releree enn rr ae ee 1 b Wired with Tax Aide network Swe isscirceasesistecnsasisciees ianivshasathedacsi Uasdaaasi deca tas leulusatbeiaatUesacahidaeaedanenkesattans 1 c Wireless with Tax Alde POSE esssiseiisincociess nek rei A E aaa r eE e a A EEE a a aiaa 2 d Wireless with Tax Aide Internet Access Computer TAC ccisssescasssieacctsssitenssesneasapssontecuasnadents Widestossadeaseseies 2 Piya WEEL eeaeee E E E E E E eee eee 2 E Publie WW Br test bs cacsacnn sum tn dete tp tee aacinnacsate ntuceecon pon e E E E a E E E 2 Troubleshooting ccs cs iiiaio iinis aaie Seca ded hdd EE Ra ceed See Eiaa EEEE ASEESSA EEE aae EETA EESE bapa RREA EEES EEES 3 General Checks erres ee r a E E E E E E EE N 3 Computer Problem Troubleshooting eeseeeeeeseeseesiseressessessresresstesresttssesstestensesstestesstestestessttsttsrestesseseeestesseeet 4 Network Problem Troubleshooting seesseeseeseesessrsesesesstssresresstesresttssesstertensetstsstensttsttstesstesttserestestseeestesseeet 7 Printer Problem Trine le sh 00 paces steve cc da sec sncaneractyanuediea evesancenanetcanionedaaseuct ta atesinregancaten need eeeneaeace 8 Network Setup Checklist The Tax Aide network can be established in one of the following configurat2. o Go to a Command Prompt by Clicking on the Start Menu icon AARP Foundation Tax Aide Page 5 of 9 CA1 Document CA1_ TCS mycci net NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 Typing cmd and selecting cmd from the ensuing list o Then enter the command ipconfig all and press Enter You will have to scroll through the window contents since all information won t show in the limited window space see below figure o If you are using a wired connection you will look for the below results in the Ethernet Adapter Local Area Connection section IPv4 address o If you are using a wireless connection you will look for the below results in the Wireless LAN adapter Wireless Network Connection section IPv4 address RESULTS o All computers on a network with an AARP router should show an address with the first O two octets of the IP address as 192 168 If you are using an IAC computer it will show a different IP address on the wireless connection to the Internet but it must show an IP address If it shows Media disconnected The patch cable is disconnected at one or both ends The wireless radio is turned off The computer is not connected to one of the available wireless networks The network adapter or wireless adapter has failed o Ifitshows 169 254 then you have a network problem Use one of the other techniques in the next section t
3. e The cables must be connected to the router LAN jacks NOT the WAN jack the WAN jack usually yellow on a router is reserved for the connection to the Internet 2 Connect a patch cable between the router WAN port or a network switch port and the host s Internet jack Wireless and or wired hybrid connections not using public Wi Fi skip this paragraph if using a hard wired only connection 1 Connect the hard wired computers network printers if any to the Tax Aide network router switch via Ethernet patch cables e The cables must be connected to the router LAN jacks NOT the WAN jack the WAN jack usually yellow on a router is reserved for the connection to the Internet 2 Connect a patch cable between the router WAN port or a network switch port and the host s Internet jack 3 The wireless equipment will be connected later AARP Foundation Tax Aide Page 2 of 9 CA1 Document CA1_ TCS mycci net NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 Adding a shared printer Connect a USB cable between the shared printer if used and the print server L O OF OF Oo ae computer Plug in all equipment and turn on all network switches routers but NOT computers and printers yet see next paragraph for turn on sequence if using Internet Connection Sharing Internet Connection Sharing If using an Internet Access Computer IAC e Connect the wireless Access Point to the IAC via pa
4. t be used You can use the 5 or 6 port but not both Check your switch user manual if unsure e Link lights LED Verify there is a link light on the router switch for every computer printer that is attached to the router switch Or that the link light is on at the computer or printer The link light shows that there is a connection between devices so it is only required to check one end of the connection The link light is usually located on the front panel of routers and switches and near the patch cable jack on the computers and printers AARP Foundation Tax Aide Page 3 of 9 CA1 Document CA1_ TCS mycci net NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 e Is only one computer affected or are all computers affected o One computer or a few but not all the problem is with the particular computer s Refer to the Computer Problem Troubleshooting section o All computers the problem is with the network Refer to the Network Problem Troubleshooting section Computer Problem Troubleshooting e Confirm o ALL computers are using VOLGROUP as the Workgroup name and the computer name has been changed from for example ChangeMe to a unique name T followed by the Asset Tag Number will always be unique and is preferred for AARP inventory computers Depot computers should have computer name set to the IRS tag number o ALL computers on the network have the same Windows username and passwor
5. NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 Summary This document provides an abbreviated CA1 network setup checklist for daily setup and startup of Tax Aide site networks It also provides detailed troubleshooting steps for site equipment and network problems that may be experienced during the season It is intended to augment more detailed setup documents that exist on the CA1 Northern California website and the ShareNet Conventions This document is based on Windows 7 Professional as the operating system Windows XP should not be used in the Tax Aide program Windows 8 is not prevalent enough in CA1 for procedures to have been developed yet The document only discusses TWO networking since TW desktop is not used in CA1 Credits This document is based on the Networking Checklist and Troubleshooting document developed by the National Technology Committee and posted on the ShareNet Purpose The CA1 TCS felt there was a need for a more comprehensive troubleshooting guide based on problems being discovered in the various districts Itis hoped as a result that more districts will migrate to networking to reduce proliferation of multiple printers at sites References There are several documents on the ShareNet that discuss networking and printing for TWO in case this document doesn t solve your problem The Printer Setups document on the CA1 Website also provides detailed information for setting up printers
6. Wi Fi signal Equipment is connected directly to host s Wi Fi network This requires a security key for equipment to connect In general usage is restricted to host s employees and the general public does not have access This type of connection would rarely be used in the Tax Aide program There is no Tax Aide network the Tax Aide equipment is connected to the host s network f Public Wi Fi connecting to host s open Wi Fi signal Equipment is connected directly to host s Wi Fi network This may or may not require a security key for equipment to connect to the network But that key is given to anyone who utilizes the host s facility e g a library Starbuck s McDonald s etc There is no Tax Aide network the Tax Aide equipment is connected to the host s network The Wi Fi systems can be accessed by wireless connection or by wired connection In other words some public sites provide access to the Wi Fi network via wall jack If connected by wire through a router to the jack then the configuration is considered the same as configuration a Wired with Tax Aide router With the above configurations in mind choose the below steps that apply to your configuration Hard wired connections only with a router network switch use the next paragraph if using a wireless and or wired hybrid connection 1 Connect the hard wired computers network printers to the Tax Aide network router switch via Ethernet patch cables
7. d and they are spelled correctly NOTE a NEW username must be created if necessary CHANGING a username WILL NOT WORK o File and Printer Sharing is ENABLED EXCEPTION 1 Computers connected directly to a public Wi Fi system must only have Printer Sharing ENABLED on any computer that will have a shared printer connected to it EXCEPTION 2 If not using a shared printer on a public Wi Fi system all computers should have File and Printer Sharing DISABLED It is not necessary to have Printer Sharing enabled when using a network printer e If you have a wireless computer click on the Wireless Management icon in the System Tray at the lower right portion of the screen 12 52 PM 3 28 2014 i wl D Figure 1 o You should see the display in Figure 2 the contents of the display will be different but you should see some networks listed o If instead the Wireless Management icon indicates No connections available then the wireless radio is turned off or your wireless adapter has failed Turn on the wireless radio or replace install a new wireless adapter as required AARP Foundation Tax Aide Page 4 of 9 CA1 Document CA1_ TCS mycci net NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 Currently connected to MetzNet 2 Internet access Wireless Network Connection A MetzNet Connected wl SureWest 41 i OurWiFi ai VIZIO ai SureWest 42 Blake e HOME E6A8 J O
8. ernet Connection Sharing configurations in the Using Wireless Site Connections for TWO document on the ShareNet Printer Problem Troubleshooting Once setup the printer installation should remain stable but there are always things that can occur to prevent printing Below are some common things to check e Make sure all equipment is turned on router switches printer e Ifall computers can t print then the problem is with the network or printer e Ifonly one computer can t print then the problem is with that computer s configuration e Make sure that all cables are connected o USB cable between computer and printer for shared printing o Patch cable between printer and router switches for a wired network printer e Look at the printer icon and see if it indicates the printer is Ready If it isn t right click the icon and select Use printer online e Make sure the port is setup correctly O Right click on the printer icon and select Printer Properties o Select the Ports tab and click Configure Port o Make sure that the IP address is correct the Protocol is Raw and the port is 9100 e Make sure your network is functioning properly other than for the printer Can you see the other computers on the network If not refer to the Troubleshooting the Computer and Network Setup section above e If everything is functioning except the printer review the Installing the printer section of the CAJ Printer Se
9. ions a Wired with Tax Aide router A wired router is connected by patch cable to the host s network via a wall jack This isolates the Tax Aide network from the host s network Equipment is connected to the router via patch cable b Wired with Tax Aide network switch A wired switch is connected by patch cable to the host s private network via a wall jack Equipment is connected to the switch via patch cable This also AARP Foundation Tax Aide Page 1 of 9 CA1 Document CA1_ TCS mycci net NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 includes connecting each piece of equipment directly into the host s system via a wall jack if available There is no separate Tax Aide network this puts equipment on the host s network c Wireless with Tax Aide router A wireless router is connected by patch cable to the host s network via a wall jack Equipment is connected to the router via wireless signal and or patch cable to the router This isolates the Tax Aide network from the host s network d Wireless with Tax Aide Internet Access Computer IAC A Tax Aide IAC is connected wirelessly to the host s Wi Fi system A wireless Access Point is connected by patch cable to the IAC Equipment is connected to the Access Point via wireless signal and via patch cable This isolates the Tax Aide network from the host s network e Private Wi Fi connecting to host s private use only WPA2 secured
10. o solve your problem o Ifyou get an IP address other than 192 168 or 169 254 then you are connected to the host s system This is fine but all computers MUST have the same first 3 octets i e be on the same network so if one computer is on 12 142 5 then all computers must show 12 142 5 workgroups cannot span networks AARP Foundation Tax Aide Page 6 of 9 CA1 Document CA1_TCS mycci net NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 C Users Lawrence H Metz gt ipconfig Zall Windows IP Configuration Host Name 1266609467 Primary Dns Suffix oe Node Type Hybrid IP Routing Enabled No WINS Proxy Enabled z No Wireless LAN adapter Wireless Network Connection Connection specific DNS Suffix Description Atheros AR 285 Wireless Network Adapter Physical Address 74 E5 43 76 92 73 DHCP Enabled Autoconfiguration Enabled Link local IPv6 Address fe8G 9cif 38fe 4c5e 37bhex13 lt Preferred gt IPv4 Address 192 168 1 74 Preferred gt Subnet Mask 255 255 255 8 Friday March 28 2014 8 39 59 AM Saturday March 29 2614 8 39 59 AM Default Gateway 192 168 1 1 DHCP Server 192 168 1 1 DHCPv6 IAID z 326427971 DHCPv6 Client DUID 66 61 86 61 19 94 8E 77 3C 9 7 GE GD 2 B1 DNS Servers 192 160 1 1 NetBIOS over Tcpip Enabled WwEthernet adapter Local Area Connection Media State Media disconnected Connection specific DNS Suffix Desc
11. ription Atheros AR8131 PCI E Gigabit Ethernet Con troller lt NDIS 6 2 gt Physical Address 3C 9 7 GE D 62 B1i DHCP Enabled s Autoconf iguration Enabled Figure 3 If the first three octets of the address is different than other computers on the network that are working properly then your computer is connected to the wrong network Disconnect from the network you are on and re connect to the correct network e Note that some switches will have for example 6 ports but the 6 port is an uplink port to another switch or router If this is the case there is usually an indication on the case under the ports a bracket or similar indication connecting the two ports If the 6 port is used the 5 port will be inactive and vice versa Make sure the computer isn t connected in such a manner that both ports are used You can use the 5 or 6 port but not both Check your switch user manual if unsure Network Problem Troubleshooting e Make sure all switches routers are turned on note the presence of a link light LED on the equipment e If the link light is not lit for a connection check the cable connections router to Internet jack and router to computers printer e Unplug the router for 10 seconds and plug it back in Try again e Reset the router by pressing the Reset button usually on the back of the router It will usually require inserting a paper clip end or similar object into the reset por
12. s grayed out click Restart If Stop is grayed out click Start e Reset the printer to factory defaults and totally remove the printer driver package from the computer s as described in the CA Printer Setups document You cannot just delete the printer That leaves the printer driver package on the computer Reinstall the printer using the procedures in the CAJ Printer Setups document If you are still having problems you can t solve with the above procedures email CAl_TCS mycci net for assistance AARP Foundation Tax Aide Page 9 of 9 CA1 Document CA1_ TCS mycci net
13. t for a second e Note that some switches will have for example 6 ports but the 6 port is an uplink port to another switch or router If this is the case there is usually an indication on the case under the ports a bracket or similar indication connecting the two ports If the 6 port is used the 5 port will be inactive and vice versa Make sure when daisy chaining the switches router that AARP Foundation Tax Aide Page 7 of 9 CA1 Document CA1_TCS mycci net NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 both ports are not being used You can use the 5 or 6 port but not both Check your switch user manual if unsure e Other Possibilities o Don t use Windows 7 Homegroup use Work network instead See the next paragraph for procedures to change that If personal or host computers are being used and have been set up with Windows 7 Homegroup do not change it that may cause problems with their home site network o Use autility program to see if there are several other wireless networks in the vicinity that are on the same channel inSSIDer is a free program that can show nearby wireless networks and their strength and channel Do a Google search for inSSIDer and download and install it o A very detailed wireless diagnostics and troubleshooting tutorial is available at the Microsoft Support website http support microsoft com kb 3 13242 o There are more troubleshooting techniques for Int
14. tch cable and turn on the IAC wait for it to stabilize about 1 minute e Turn on the Access Point and wait for it to stabilize about 1 minute When the router or access point and IAC as appropriate have stabilized turn on ALL computers and printers All wireless connections Verify the wireless connection is operational Check the icon in the system tray at the lower right hand side of the desktop Figure 1 it should show a network name and Internet Access if connected to a router If it doesn t connect to the desired wireless network Verify that each computer can connect to https twonline taxwise com Optional step Print a test page from each computer using Notepad This will verify that the printer connection is valid The environmentally conscience volunteer may not want to waste the paper in this step since if everything else works the overwhelming chance is that the printer will work also Troubleshooting General Checks e Give the computers a few minutes to connect to the network It can take from a few seconds to a minute or so for the computers to establish their network connections e Note that some switches will have for example 6 ports but the 6 port is an uplink port to another switch or router If this is the case there is usually an indication on the case under the ports a bracket or similar indication connecting the two ports If the 6 port is used the 5 port will be inactive and can
15. ther Network Open Network and Sharing Center Figure 2 o If Connected appears on the line for your network as above then you should have Internet access o If Connected appears on the line and there is a yellow exclamation point over the bars then you are connected to the router but the connection to the Internet is broken This would be indicative of the situation where you are connected to your router but the link between your router and the host s Internet connection is down Check e The wiring between your router and the host s system e That the host s Internet is available e For wireless computers o Right click on the Wireless Management icon and select Troubleshoot problems Follow the prompts Wait for the troubleshooter to complete and see if the connection is restored o If you get the above display but your wireless network isn t listed then your router or the host s system if not using a router is not working properly or the network is not broadcasting its information this would be an unusual result call for help if you suspect this o If you do get the display and it shows that you are not connected to a network or connected to the wrong network click on the correct network and enter the Security Key when prompted if the network is public it will not require a Security Key or you will have to get the Security Key from the facility personnel e For all computers
16. tups document to change the printer properties to use an IP address rather than a Host Name e Make sure that all the IP addresses are correct and all equipment is on the same network o Click the Start icon o Type cmd and the press Enter o Inthe Command window type ipconfig all O Scroll up the window until you see the Ethernet Adapter or Wireless Adapter depending on the connection you are using AARP Foundation Tax Aide Page 8 of 9 CA1 Document CA1_ TCS mycci net NETWORKING SETUP CHECKLIST AND GENERAL TROUBLESHOOTING September 24 2014 oO Verify that the first three octets of the IP address are the same as the printer Print a test page for the printer to determine the printer s IP address Ifthey aren t the same then some equipment is connected to the wrong network connect it to the proper network e If using a print server device can you access the device s administration page from the computer that has the problem If not is the computer s IP address correct and in the same subnet as the print server e Attach the printer to the USB port add the printer locally and make sure it prints in this configuration e Right click on the Printer icon and select Troubleshoot if it exists o If it doesn t exist click the Start icon and type Services Select Local Services from the choices and find Print Spooler in the list Right click it and If Start i
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