Network - Connection Troubleshooting

Depending upon whether you are on- or off-campus, the troubleshooting for your connection will be rather different. The Help Desk is available for further consultation on connection issues; however, the information below may help you to resolve the issue yourself. Please select from the appropriate link below for further information:

• On-Campus Connection Troubleshooting
• Off-Campus Connection Troubleshooting

If you are having trouble with specific internet applications:

1. Try email, IE, Firefox, telnet, etc. Which one(s) are you experiencing a problem with?
2. Can you access different web sites? (i.e. Duquesne sites vs. off-campus sites like Hotmail or CNN)

If you have no connection at all:

1. Always restart your computer to see if this fixes the problem.
2. Make sure your computer cable is bigger than your phone cable.
3. Check to make sure the cable going from the back of your machine to the jack in the wall is securely plugged in at both ends. Try unplugging it, then plugging it back it, making sure you hear it click.
4. There should be a light on your computer near where the cable connects. Check to make sure that the light is on.
5. If your roommate isn't having any trouble, try switching jacks with him/her and seeing if you can connect. If possible, you should also try switching cables.
6. Please also view the document on Advanced Ethernet Troubleshooting and read the information appropriate to your Operating System:
7. Some additional things to check for in Windows are hardcoded IPs and verifying that the LAN settings are correct. Please click on the appropriate link for further information.
8. If all of this does not restore your internet connection, call the Help Desk at x4357 with your information for further assistance.

If you are having trouble with specific internet applications:

1. Try email, IE, Firefox, telnet, etc. Which one(s) are you experiencing a problem with?
2. Can you access different sites? (i.e. Duquesne sites vs. off-campus sites like Hotmail or CNN)

If you have no connection at all:

1. Unplug the phone cord on each end and push it back in so it clicks, then try connecting again.
2. Also check for a dial tone with a phone in that jack, and if you use an external modem you should check the connections and the power to the modem.
3. If these techniques do not solve the problem, gather the following information:
   • What Internet Service Provider (ISP) are you using?
   • What time did the connection stop working?
   • Have you contacted your ISP to see if they are experiencing problems of which they are aware?

If you cannot access Duquesne sites:

1. You are probably a resident student who moved off-campus. First try performing a release/renew to make sure that you have the right IP information.
2. If the above information does not resolve the issue and you are using a dial-up connection, you will need to disable your ethernet card. WARNING: DSL and cable modem users should NOT proceed with the following steps, as it will likely result in total loss of internet connectivity.
3. Right-click "My Computer" and select "Properties."
4. Highlight "Device Manager."
5. Find "Network Adapters." Left-click the plus-sign next to it, then highlight your ethernet card.
6. Click "Properties," then put a check mark next to "Disable in this network profile."
7. Click "OK" twice and restart your computer. The above actions should resolve the problem.