Wired (Ethernet) Support Form

This form is for use ONLY for reporting a wired (Ethernet) network connection issue experienced on campus by students, faculty, or staff at Fort Hays State University.  For assistance completing the form or for other types of technical questions or problems, please view the Required Information instructions, download the network support PDF Worksheet (can be viewed with Adobe Reader), or Contact Us.



1) Contact Person:   A HelpDesk Support ticket will be entered under this name.  When submitted, a copy of the Support Form will be sent to this e-mail address.
Name:                
TigerTracks Username : 
Phone Number:   
E-Mail Address:   
Status:                     (Select 'FHSU Employee' if you are using a University-owned computer.)

     If Other, please describe:

If you are a student in a Residence Hall, what Days/Times during the week are you usually at home (in case a technician needs to visit)?:


2) How many people are affected (that you know of)?

        

     If Other, please describe:  


3) List TigerTracks username(s) of other individuals affected by this same network issue:
NOTE:  If different individuals are experiencing different types of problems, they should complete separate Support Forms.  

 



4) Network you are connecting/attempting to connect to: 
       *If you are experiencing a wireless network (TigerNet) issue, please complete a Wireless Support Form instead.


5) When did you first notice the connection problem (date/time)?
       How often has it occurred since then?

        

     If Other, please describe:


6) Where is the connection problem occurring on campus? (Building(s), Room #(s), Floor(s) / Wing(s), etc…)
 


7) Is your computer/device able to connect successfully in other location(s)?

     If Yes, where?  (Date/Time and Building(s), Room #(s), Floor(s) / Wing(s), etc…) 
     and when (date/time)?


8) Which of the following applies to your connection? (mark any that apply)
        The computer/device:

        

           If it connects, then drops, how long does it stay connected?


9) Provide a detailed description of what happens when the problem occurs, including any exact error messages / error numbers you have received:  


10) Indicate which of the following troubleshooting steps you have tried:  (mark all that apply)
         Macintosh/Apple computers: Did you run Software Updates:    
         Did you restart the computer/device?              
         Is your Ethernet adapter driver up to date?     
         Did you power down the computer, disconnect power and Ethernet cables, reconnect the power
               and Ethernet cables, and then turn the computer back on?  
         Did you try a different Ethernet cable?   
         Did you try all jacks in your room?          
         Are you able to connect successfully to a jack in another room? 
         Does the NIC (network card) link light come on?                              
         Is your network connection enabled?                      


11) Please describe anything else you have tried:  


12) If you can connect, open a separate Internet browser window and go to www.speedtest.net and click Begin Test.  When it completes, click Share This Result and then click CopyPaste the link into the space below:

 
 
13) Please enter any other helpful information here:

  


14) Provide System Information for each computer/device experiencing this connection problem.  You can enter information for up to 3 devices.  If additional devices are affected, please submit a separate Support Form.  (See instructions for how to obtain this information.)

DEVICE 1:

     a. Provide the owner's TIgerTracks Username:    
     b. Type of Device:         If Other, please describe:
     c. Faculty/staff: Is this device on a docking station when the problem occurs?
     d. IP Address (ex. 169.254.0.1): 
     e. Manufacturer & Model (ex. Dell XPS13, Lenovo Thinkpad, iPhone, etc.):
     f. Operating System  If Other, please describe:
     g. Ethernet Card Model (ex. Intel 82567LM-3, etc.):
     h. Ethernet Driver version (ex. 11.6.92.0):   


DEVICE 2:

     a. Provide the owner's TIgerTracks Username:    
     b. Type of Device:         If Other, please describe:
     c. Faculty/staff: Is this device on a docking station when the problem occurs?
     d. IP Address (ex. 169.254.0.1): 
     e. Manufacturer & Model (ex. Dell XPS13, Lenovo Thinkpad, iPhone, etc.):
     f. Operating System  If Other, please describe:
     g. Ethernet Card Model (ex. Intel 82567LM-3, etc.):
     h. Ethernet Driver version (ex. 11.6.92.0): 

DEVICE 3:

     a. Provide the owner's TIgerTracks Username:    
     b. Type of Device:         If Other, please describe:
     c. Faculty/staff: Is this device on a docking station when the problem occurs?
     d. IP Address (ex. 169.254.0.1): 
     e. Manufacturer & Model (ex. Dell XPS13, Lenovo Thinkpad, iPhone, etc.):
     f. Operating System  If Other, please describe:
     g. Ethernet Card Model (ex. Intel 82567LM-3, etc.):
     h. Ethernet Driver version (ex. 11.6.92.0): 



15) If you have any Windows msinfo32 files (.nfo), Macintosh System Information files (.rtf), or screenshots (.jpg preferred) to send us, please attach them to an e-mail to the CTC HelpDesk.  (See instructions for how to obtain this information.)  Include the contact person's TigerTracks Username in the subject line of the e-mail.
 
     Example Subject Line:  Wired (Ethernet) Support Files - TigerTracksUsername

     Are you e-mailing these files to the HelpDesk?
             a. Windows msinfo32 (.nfo):                     
             b. Macintosh System Information (.rtf):  
             c. Screenshot (.jpg preferred):                  

 

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