TROUBLESHOOTING GUIDE
Contents
1. _ Local Area Connection AS Presse a Then select Properties Local Area Connection Properties ME In the Properties window click on Internet L Protocol TCP I Pv4 Connect using Ai NVIDIA nForce Networking Controller a Then click Properties This connection uses the following items E AE cient for Microsoft E j v oos Packet Scheduler Vv a File and Printer Sharing for Microsoft Networks 4 Intemet Protocol Version 6 TCP IPv6 M 4 Intemet Protocol Version 4 TCP IPv4 a install Uninsta Description Allows your computer to access resources on a Microsoft Internet Protocol Version 4 TCP TPV4 2 I aeaa Make sure that the following options are General alternate Configuration selected as shown in the example You can get IP settings assigned automatically if your network supports this capability Otherwise you need to ask your network administrator for the appropriate IP settings e Obtain an IP address automatically Obtain an IP address automatically Use the following IP address e Obtain DNS server address automatically Then click OK to return to the properties window Obtain DNS server address automatically Use the following DNS server addresses Then click OK in the properties window to finish 10 After clicking OK you have to restart the computer When you restart your Network settings should now be correct To check2. or ie Prd Strat Wak ma SO Pid Dihi Gier Pd DHE Seer Pied WES Serie it GS cee Tees En rae Pp Pet ere ee Paa Pri Cool tere PA DHS Severn lif cee a r a lect tee Fi NETWORK CABLE To connect your computer to ResNet you need a CAT 5 Network cable which is available from all Student Union shops The cable should look like the one below There are a number of cables which have plugs similar to this such as a modem cable see below so to be sure you get the right one buy it from a SU shop on campus If you buy a cable from elsewhere make sure you do not buy a cat 5 crossover cable as this will not work either Connecting the cable To connect the cable carefully insert one end to the socket on your network card It will only fit one way due to the small clip on the top of the plug When the plug is all the way in you should hear a click Connect the other end of the cable in the same way to the socket on the wall of your room Modem cables amp Network cables Often modem cables are mistaken for network cables The pictures below show both modem and network cables taken from different angles If you are unsure what type of cable you have compare it to the pictures below Your cable should look like the cat 5 network cables on the right Modem Cable with RJ 11 Jack CAT 5 Cable with RJ 45 Jack Check Your PC Network Card Many desktop computers and all new laptops come with network cards already installed so it is
3. At least 50 of all users who have problems connecting after registration do so for one or more of the following reasons 1 You do not have a network card Quite often Modems are mistaken for Network Cards A modem allows you to plug your computer into a Phone Socket and although you may have received Internet at a different address via a modem it will not allow you to access ResNet on campus The network cable needs to be plug into the network card socket The socket on the back of a Network Card looks very similar to the socket on a modem except that the network card s socket is bigger as shown in the picture below RJ 11 RJ 45 Modem Network Check your network card socket and then purchase a network cable from the Student Union Shop on campus and see if it fits 2 You registered the wrong MAC Physical address Modems also have a Physical address as well as network cards If you followed the instructions to find your Physical address given on page 5 and had a modem inside your computer but no network card you would be given the Physical address of the modem Be sure if you have both a network card and modem that you register the Physical address of the Network Card 3 You are using the wrong cable There are different types of network cable available see page 6 If the cable came with a network card or you bought your cable from anywhere other than a Student Union Shop it may be the wrong type Often modem cables are mis
4. worth checking before you go out and buy one Look at the connections on the back of your computer to see if it has a socket like the example below Note that laptops often have this socket on their side instead of the back If you have a socket like the one above then you have a network card installed The next step in to check if the network card driver is installed e Right click Computer and select properties This will open your system properties 4 Warten Carel Open lipkes E kedet birda Crd Ta hiper Y Wkra irra Erinn n o Bleg Piresi Dra Wi ematiceey Wieda Pig ne Ia Weare raph aira eo th afer rer ea bie Lod je ncaa P Core Lined Fs tong Avett paT Lac k iaa dan a e e In the System Properties window click the Device Manager on the left This will open the Device Manager window Double click on Network adapters Fie Achom Yew Hep Whew D ATT Aun teu e O Wnh re fires Valp Mpe LT aiia ded T BE biin tS epee as BN reg eee ae Bluetooth Denice Persona Anes Meteor aF Bluetooth Device RPCOMM Protocol TON a bihi PRON LORG Metererk Connecter a B oy Ghe deie E p PERIA adepten B P Pet COM amp LPT oO Procera n ES 50 host sdapten ER Murd ocho and gana cenana r 4 Meenas controle gi Setter deve g Grover feral fas controfen ee i ERD vs bpearsa rachis Proa maar bem Cee C Ta ay A Gay Maras TAL TAE 4a Tiem tpr e e a a a a TEFA Pare
5. Windows Vistar TROUBLESHOOTI NG GUI DE COMMON PROBLEMS amp THEIR SOLUTIONS l have recently registered for my room to be connected but am unable to access the internet My internet connection does not work My internet is slow can t access Bannerweb or other specific web pages although the majority of pages load fine Certain parts of web pages such as pictures or buttons are missing but are present when access the same page on a different machine My computer keeps turning itself off see a warning popup on the screen and a countdown timer When the countdown reaches zero the computer turns off How can make voice or video calls am getting lots of popups when browsing the web and often am diverted to other websites instead of the website i want to go to cant get Kazzaa_ to connect Please check the list of new user s Common Connection Problems on page 4 Please see the Connection Troubleshooter on page 2 There are a number of reasons why your connection may be slow If Windows generally runs slowly on your PC then your internet will also run slowly Slow connections can also be caused by having lots of Spyware or Viruses on your system You should scan your computer for spyware and viruses Also download Mozilla Firefox which is a web browser that loads pages faster and provide better security than IE If you can access web pages but not Bannerweb it could be
6. chive Jed e He gad ge pre Yo Palen eer fal EF Qertged er bes tone GE tesa Garir a Airey prin pos Your network card should now appear underneath Network Adapters If this is the case then your network card is installed correctly If you see your card but it has a yellow exclamation mark next to it or if you can t see Network Adapters at all you may need to reinstall your drivers as directed on page 8 If you do not want to attempt this yourself you may make an appointment for a member of the technical Support team to visit you by going to Accommodation Reception INSTALLING A NETWORK CARD Important Read this first Installing a Network Interface Card requires you to open up your computer By doing this you may invalidate your PC s warranty and if done incorrectly you could damage your PC If after reading this page you feel that you are unable to install your card please contact ResNet Technical Support at resnet support gre ac uk Most Network cards come with an installation manual You should follow the instructions contained in the manual and use this document as a guide as it is generic and will apply to most cards To complete the install you will need the Network Card s Driver Software These usually come with the card on a disk or CD If you do not have the driver they can be downloaded from the card manufacturer s web site You may also need Windows CD Hardware Installation e Make sure your PC is turned of
7. ea Connection Make sure that there Is no red cross on its icon If there is a red cross then your computer is not connected to the wall socket or there is a problem with socket If you have the wrong type of cable you can buy one from the Student Union Shop on campus If you have the right cable but see a red cross next to Local Area Connection and you suspect there is a problem with the wall socket please email ResNet Support at resnet support gre ac uk If your cable is connected ok proceed to step 4 My network card amp cable are ok but still have no connection My network card amp cable are ok and my network settings are ok but i still have no connection tried everything above and still can t get in ip address that begins with 172 My network card is not working My network card amp cable are ok My network settings are correct and am not running a firewall but i still do not have a connection Are your Network Settings correct Check your TCP IP Settings as directed in page 10 If TCP IP Settings are correct but you still have no connection proceed to step 5 Are you running a Personal Firewall If firewall configured wrongly a personal firewall can restrict your access to the internet and slow it down considerably You should uninstall any firewall application you have If after disabling a firewall amp still no connection or you are not using firewall at all go to step 7 Please ma
8. f and disconnect the mains cable e Unscrew the case amp remove the cover so that you have access to the motherboard e Before you proceed you must earth yourself to remove any static charge you have which could damage components Do this by touching a metal heater radiator e Carefully insert the card into an empty PCI slot on the motherboard You may need to remove a metal dust cover from the back of your PC to do this e Make sure the card is in properly by comparing it to other cards on the motherboard and screw the card in place e Connect the power cable and turn the computer on e If the card is not inserted correctly your PC may beep unusually If this is the case turn off the power and check the card is in properly e If the computer starts normally let it boot to Windows so you can install the drivers see next section Once the drivers are installed screw the case cover back on You now need to check your Network Settings are correct as directed on page 10 NETWORK SETTINGS When you install a Network card on your computer the correct settings are usually loaded for you Many users encounter problems when accessing the internet because their TCP IP settings are not correct Check the TCP IP Settings section below for the correct TCP IP configuration Click the Start button Then select Network and Sharing Center Click on Manage Network Connections from the tasks on the left Right click on
9. gs Administrator gt e The information shown above should now be shown in the command window If you are connected properly the first number next to IP Address should be 172 Also next to DNS Suffix Search List and Connection specific DNS Suffix it should say resnet gre ac uk 11 Windows XP Firewall A firewall is a program or a piece of hardware or software which prevents unauthorised access to your computer The whole campus is protected by a firewall which means that you can not be hacked from a computer outside the campus ResNet users who wish to run their own firewall should be warned that by doing so they may interfere with the way the way their computer communicates with the network This may cause slow connection speeds or block the connection completely In the worst case a wrongly configured firewall can even cause problems for other users on the network For this reason we insist that ResNet users only run the built in Windows Vista Firewall which ts included in service pack 2 If you do not have service pack 2 then you will need to run windows update to get it ENABLE Windows XP Firewall e Click Start button and select Control Panel e Click Security to see a list of security options e Clicking Security Center will give you a screen displaying the security status of your computer If anything is not OK or On click it and read the instructions to find out what can be done 12
10. ke a technical support appointment by going to the accommodation reception on relevant campus e Avery Hill Aragon Reception e Greenwich Queen Mary Building e Medway Blake Building You may need to reinstall the driver for the card Instructions of Installing Network Card Driver are given on page 8 If that doesn t work your card may be faulty or you may be using the wrong driver If you successfully installed your card you will have to restart your computer After restart check if you have internet access and if not then return to step 1 If you could not install the card correctly then please make a technical support appointment at the accommodation reception Do you have a Network Bridge If you have then this will stop your computer connecting to ResNet Most windows users don t even know they have one set up You can check by looking in Network Connections click start gt control panel gt network connections If you see an icon called Network Bridge delete it then check your TCP IP Settings are correct as directed on page 10 If you had a network bridge and deleted it your physical address most likely changed too In order to get your connection working you will have to Find your new Physical Address for instructions go to page 5 and then Register your new Physical Address on Bannerweb If you do not have a network bridge and your connection is not working proceed to step 7 COMMON CONNECTION PROBLEMS
11. sary If you are unable to solve your problem with this Troubleshooter please email ResNet Support at resnet Ssupport gre ac uk for further assistance You may also make an appointment for a member of the technical support team to visit you by going to the accommodation reception on your campus 1 cannot access the You need to see if you have a connection to the internet network or not for instructions see page 11 If you have a connection to the network there must be something else preventing you from accessing the Internet If you have a connection to ResNet your IP address Should starts with 172 If your IP address starts with a number other than 172 Proceed to step 2 2 IPCONFIG shows Is your Network Card working correctly Follow the that my IP address instructions on page 7 to see your card in the device does not start with manager and working correctly 172 therefore have no connection If the card is working correctly proceed to step 3 If the card is shown with a yellow exclamation mark go to step 7 ae My network card is Check the Network Cable connecting your PC to the ok but i still have no network socket on the wall Make sure that you are connection using the right cable and that both ends are plugged in correctly see network cables on page 6 To check it is plugged in ok go to the control panel click start gt control panel and select Network Connections There should be a connection called Local Ar
12. takenly used to connect a network card to the network socket Although a modem cable will fit loosely into a network socket but it will not work The pictures below show the jack plug of a modem cable and a cat 5 network cable Compare these to your cable to ensure you have the right one Modem Cable with CAT 5 Cable with RJ11 Jack RJ 45 Jack 4 Your TCP IP settings are incorrect This is the main cause for connections not working To check your TCP IP settings first right click on My Network Places icon on your desktop and select properties Then check that TCP IP is properly configured For instructions on how to check TCP IP Settings in Windows XP please see page 10 HOW TO GET PHYSICAL ADDRESS This section gives instructions on how to find your Physical MAC Address or which you will need to register e Click the Start button e Select Network from the start menu Co bat ett J ajae a Em j LE A Oeics e Linia Fries wall Pipa Cpe eid Cound Pic w hirash Har Ferd Bey aF rp iH ti a T E af i ERI te e Click Manage network connections from the Tasks on the left e Right click on your Local Area Connection and select Status If you don t have a Local Area Connection or Status is greyed out check your cable and Network card e Click on the Details button in the next window you see e Finally you will see a window with the Physical Address of your network card as Shown below
13. that your personal firewall is configured incorrectly You should uninstall your firewall or use the Windows Firewall as directed on page 12 Are you running a Firewall or Internet Security Program Try uninstalling the firewall and enable the Windows firewall instead This is a symptom of a type of Virus which attempts to connect to your computer through the network To protect yourself you must run Windows Update amp enable Firewall as directed on page 12 to receive the security updates that you need Download the new Skype version in order to make voice and video calls from http www skype com Your system is infected with Spyware You will need to remove the spyware and make Sure you have all the necessary Windows Updates which will help prevent you from getting more spyware You are not permitted to use Kazaa amp other file sharing applications on ResNet This is written in the Service Level Agreement which you agreed to when you registered CONNECTION TROUBLESHOOTER This Troubleshooter will helo you diagnose and solve any connection problems you may have Start at problem number 1 and work your way through the Troubleshooter following the instructions on right column You must follow the instructions before proceeding to the next step otherwise the next step may not make sense If you identify and solve your problem restart your computer and check your internet connection then return to problem number 1 if neces
14. your ResNet Connections see page 11 CHECK YOUR RESNET CONNECTION Follow these instructions to check that you are connected properly Note that registration can take up to 5 working days so if you registered recently you may not be connected yet Comnrct To Contre Pani Theta Proper J See all resets Sean the breme Help acd Support e Click the Start button e Select Run This opens the Run window e Type COMMAND and click OK e Ds WINNT i baa command com Microsoft R gt Windows DO CC gt Copyright Microsoft es 1996 1999 D gt ipconfig Zall e A command window like the one on the left will now appear e Type ipconfig all and press Enter oa Ds WINNT Ssystem32 Lomd ene a ah fmo ugiS5483 Pinay DNS Suffix Mode Type Broadcast IF Routing Enabled a ab a a oe E WINS Proxy Enabled TE E Ao DHS Suffix Search List a a Pesnet gre ac uk Ethernet adapter Local Area Connection Connection TDORAEAE DHS Suffix resnet uk Description FES 74B SCom 107100 LAN PCCard Fast E Physical Address e Be 16 SA DI 39 48 DHGP Enabled flutoconf igurat ion Enabled os gt IP AdaAreSsS s s su i tor tai te e 20 0 7 Subnet Mask E Default Gateway DHCP Server DNS Servers Lease Obtained gt s s es e f 18 December 2603 11 28 24 Lease Expires 16 December 2083 13 28 24 D Documents and Settin
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