Report a Network Problem
Because many variables affect network access, connection issues can be relatively easy or quite complicated to resolve. This page provides basic suggestions that can easily resolve many common problems. It also provides a list of required information that is essential for efficiently resolving more complicated issues and a downloadable PDF worksheet that can be used to collect this information. The worksheet can be viewed with Adobe Reader (free).
This page also contains links to Wireless and Wired (Ethernet) Network Support Forms that can be used to submit the required information to the CTC HelpDesk. If you prefer to contact the HelpDesk directly rather than submit the online form, we prefer that you complete the worksheet first, as we will need this information. If desired, we can provide assistance with completing the worksheet.
BASIC TROUBLESHOOTING SUGGESTIONS for Network Connection Issues
BEFORE attempting to complete a Network Support Form:
- Restart your computer or device!
- Macintosh/Apple computers (if you can connect): Run Software Updates (click on the Apple and choose Software Updates).
- Wireless – basic troubleshooting:
- Laptops or other mobile devices: Make sure your wireless switch is turned on.
- Computers: Update your wireless drivers (or verify that they are up to date). This is included in Software Updates if you have a Macintosh. For assistance with updating your wireless drivers, please bring your computer to the CTC HelpDesk (Tomanek Hall 113).
- Go to another building on or off campus to see if you can connect.
- Wired (Ethernet) – basic troubleshooting:
- Shut down the computer, disconnect the power and Ethernet cables, reconnect the power and Ethernet cables, and then turn on the computer.
- Make sure you are using the Data/Ethernet jack (slightly larger than a telephone jack). In some older buildings, the Data jack is located on the bottom edge of the wall plate. If in doubt, try all the jacks.
- Try a different Ethernet cable.
- Try connecting your computer to a working Data jack in another room.
- Try connecting a different computer to your Data jack.
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If the problem persists, gather the information listed below BEFORE attempting to complete a Network Support Form (we will also need this information if you call us or come in).
To obtain a lot of the required system information, it can be very helpful to use:
- Msinfo32 (for Windows computers): Press Windows key + R, type msinfo32, and press Enter. If you wish to send the file to us in an e-mail (recommended), click File and Save. Enter your TigerTracks username as the File name and save the .NFO file to your desktop. E-mailing instructions are provided on the Support Form.
- System Information (for Macintosh computers): Click the Apple icon in the upper left corner, then hold down the Option key and click on System Information (System Information will appear while the Option key is pressed). If you wish to send the file to us in an e-mail (recommended), click File and Save. Enter your TigerTracks username as the Export as entry, change the File format to .RTF, and save the file to your desktop. E-mailing instructions are provided on the Support Form.
- Contact Person: Name, TigerTracks Username, Telephone, E-Mail Address and Status (student or faculty/staff). The HelpDesk Support ticket will be entered under this person’s name. A copy of the Support Form will be sent to this e-mail address. If you are a student living in a Residence Hall, please provide the Days/Times during the week when you are usually at home, in case a technician needs to visit.
- How many people are affected (that you know of)? Just you, others in your building, others in a different building, etc...?
- List TigerTracks Usernames of any other individuals affected by this same network issue.
NOTE: If different individuals are experiencing different types of problems, they should complete separate Support Forms.
- Which network you are connecting/attempting to connect to: Wired (Ethernet) or Wireless: TigerNetStudent, TigerNetFaculty/Staff, or TigerNetGuest.
- The date/time you first noticed the problem and how often it has occurred since then.
- Where the problem is occurring on campus (one or multiple locations – Building(s), Room #(s), Floor(s) / Wing(s), etc…)
- Is your computer/device able to connect successfully in other location(s)? (if so, where/when)?
- Detailed description of what happens when the problem occurs. Include exact error message(s)/error number(s), whether it can connect at all, if it connects and then drops, if it shows “Limited Connectivity”, if you can connect but not browse the internet, etc…
- Steps you have already taken to try to resolve the problem (see basic suggestions at top of this page).
- Type of device(s) affected: (Laptop, Desktop, Tablet, iPad, Smartphone. etc.)
You can enter information for up to 3 separate computers/devices per Support Form.
- For Computers: IP Address: (example: 169.254.0.1)
Manufacturer/Model: (examples: Dell XPS13, Lenovo Thinkpad, MacBook, iPhone, etc…)
Operating System: (examples: Windows 8, Mac OS 10.8, iOS 6.0, Android, etc…)
Model of the Wireless or Ethernet card (adapter) on your device(s): (examples: Intel Centrino Advanced-N 6300 or Intel 82567LM-3 Gigabit Network Connection)
- Windows: Press Windows key + R, type cmd, and press Enter. At the command prompt, type ipconfig /all and press Enter. Write down the IPV4 address listed under Wireless LAN adapter Wireless Network Connection or Ethernet adapter Local Area Connection.
- Macintosh: Press command (or Apple) key + space bar, this will open Spotlight. Type network and press Enter. This will open the Network Utility. For network interface, select Airport (for wireless issues) or Ethernet (for wired issues). Write down the IP Address displayed.
Wireless or Ethernet Driver version: (example: 15.2.0)
- Windows: Go to Control Panel / Device Manager / Network Adapters.
- Macintosh: Go to System Information / Airport / Card type.
If you can connect, go to www.speedtest.net and click Begin Test. When it completes, click Share This Result and then click Copy. Paste the link to a place you will remember. There will be a space on the Support Form to paste the link into.
Any other helpful information, such as screenshots of problems (preferred format is .jpg). How to take a screenshot.
- Windows: Right-click on the adapter found in the step above / Properties / Driver tab.
- Macintosh: Go to System Information / Airport / Firmware version.
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Go to WIRELESS Support Form Go to WIRED (Ethernet) Support Form