The Library Res-Net Troubleshooting Guide

Transcription

1 The Library Res-Net Troubleshooting Guide My Res-Net connection is not working If your Res-Net connection is not working then it will be due to one of three things: the computer, the network cable or the network socket. Have you received an informing you that your socket has been made active? If you have not received an then your socket will not be active, this may be because your application hasn't been processed. Information Desk staff can check if you have had your network socket activated. Have you made the relevant connection between your computer and the wall socket? Check that the RJ45 network cable that has been supplied to you has been inserted securely into the network card in your computer. The socket should be labelled network/ethernet. Check that the network cable has been inserted securely into the network socket in your room, taking care not to damage the network socket. Do you have any connection lights on the back of your network card? Check to see if you have either illuminated or flashing lights on your network card. If you don't have any lights on your network card then you don't have a network connection. Please note that some laptops do not have lights on their network cards. Do you have the Internet Protocol (TCP/IP) installed and configured correctly? The Internet Protocol (TCP/IP) must be installed and configured to obtain its settings automatically via DHCP. To check the protocols are installed in Windows: Click on Start, then on Control Panel, then on Network and Internet Connections and then on Network Connections. This shows a list of networking software installed on your PC. If you have any problems with connectivity, click on Troubleshoot Problems. Then select Internet Connections and click on Next. Click on Troubleshoot my Connection to the Internet. This will then detect any problems that may have occurred.

2 Check you have a component called Client for Microsoft networks with a tick next to it. If you don't, click on Install, then on Client, then Add, then Microsoft, and then Client for Microsoft networks. Click on OK. Check that you have a component called TCP/IP in the list. If you don't, click Install, then on Protocol, then Add, then Microsoft, and then on TCP/IP. Click on OK. If you have TCP/IP v4 in the list, click on it and then click on Properties. Res-Net uses a system called DHCP to automatically assign the correct TCP/IP settings to your computer. To ensure your computer is using DHCP: 1. The IP Address should be set to "Obtain an IP address automatically" 2. The WINS Configuration should be set to "Use DHCP for WINS resolution" 3. The Gateway should be left blank 4. The DNS should be set to "Disable DNS Check that you have an IP address assigned to your computer: 1. First, open a DOS (command) prompt window 2. Click on Start and then on Run 3. At the Open: prompt type in cmd on Windows NT/2000/XP/Vista/7 or command on Windows 95/98/ME. 4. If you are using Windows 95 type winipcfg 5. If you are using Windows 98, NT4, ME, 2000, XP, Vista or 7 you need to type ipconfig/all 6. An IP Address of the form nn.nnn should be listed. I have a valid IP Address but cannot access Res-Net Check the configuration of any personal firewalls to ensure that they are not blocking access.

3 I have checked that I have a valid IP Address but I cannot access any websites You will need to remove any web proxy settings: 1. Click Start, then on Control Panel 2. Click on Internet Options and then on the Connections tab and then LAN Settings and untick the box labelled "Use a proxy server for your LAN" 3. From Internet Explorer click on Tools, Internet Options, Connections and then LAN Settings and untick the box labeled "Use a proxy server for your LAN" How do I stop my computer trying to dial to access the internet? 1. Click Start, then on Control Panel 2. Click on Internet Options and then choose the Never dial a connection option 3. From Internet Explorer click on Tools, Internet Options, Connections, choose the Never dial a connection option 4. Click OK What do I do if I have a damaged or faulty network socket? If you have followed the above connection instructions and your Res-Net connection does not work then firstly try a different network cable, or try connecting your computer in another room where Res-Net is already working. If it works there then your socket may be faulty. Please report this to the Information Desk in the Library. What do I do if I have a virus on my computer? Please download up-to-date anti-virus and anti-spyware software, such as AVG. If you have an internet connection, you can use HouseCall by Trend Micro which can scan, identify and remove viruses, Trojans, worms, unwanted browser plugins and other malware. Please also download and install Windows updates which will help to prevent reinfection.

4 My Res-Net connection has stopped working

5 Follow the instructions in How do I connect my computer to Res-Net? and My Res- Net connection is not working, particularly looking at the cable. However, you may have been disconnected for one of the following reasons: Your computer is causing disruption to Res-Net due to virus infection There has been contact from a copyright holder informing us of a breach of copyright. This is most likely due to using peer to peer file-sharing software. Please go to the Information Desk in the Library. They will inform you of the reason for disconnection and advise you of any action that needs to be taken depending on the nature of the reason for disconnection. The university reserves the right to charge a reconnection fee. If, having followed all the steps above you still cannot get your computer to connect to Res-Net, we advise you to reinstall your operating system or have your computer tested at a local repair centre. Technical Information Res-Net is an ethernet-based switched Local Area Network (LAN), and user connections are connected at 10Mbps full or half duplex. IP, Default gateway and DNS server addresses are assigned via a DHCP server. All Res-Net traffic is subject to packet shaping to maintain service levels for all users. Access to the internet is via a gateway which uses network address translation (NAT). Transparent web proxying is carried out on all web traffic via port 80. No restrictions are placed on traffic types within Res-Net. The Hollins and Orlando networks form a single LAN. The following outgoing ports are blocked to the Internet for security reasons: 25 tcp tcp and udp 445 tcp and udp tcp and udp 4899 tcp and 6129 tcp We recommend you use web-based services such as the University's Student WebMail, as opposed to mail services which use POP3 and SMTP.