Computer Service Center: 920-465-5163 Mon - FRI 4:00-7:00 pm

Troubleshooting Your Network Connection

If you are having problems connecting to the Residence Life Network, you will need to do some troubleshooting to identify the nature of the problem. You are responsible for your computer hardware, data cable, and software and for ensuring the correct computer settings to connect to the Residence Life Network. Residence Life is responsible for ensuring the network line is operating properly at the data jack in the wall of your residence.

The following are some tips and techniques you can use to attempt to resolve network related problems yourself:

  1. Sometimes Internet sites are down. Check to see if you can access other sites.

  2. Check the cable and connections. Make sure your cable is plugged in firmly to your computer and the gray or blue data wall jack. Do not install the cable in the white or beige wall jacks (these are for telephones). Check the cable to see if it is cut or damaged. If the cables are damaged, they need to be replaced. The Phoenix Bookstore has data cables for sale.

  3. Most Network Interface Cards (NICs) have a "link" and other status lights to indicate a live connection to the network. These lights are located on the NIC near where you plug in the network cable. If you are having problems connecting to the network, you should check to see if your NIC has a link light and if it is lit up. Your NIC may also have a light to show network traffic, and you should see this flash from time to time to indicate network traffic is flowing over the cables to your computer. The documentation that came with your computer or NIC card will show you the lights on your NIC and a description of each. Ensure that your NIC card is installed properly and recognized by your computer hardware and operating system. Check your NIC card settings to ensure it is set to auto-negotiate speed and half/full duplex operation.

  4. If your NIC card software has any diagnostic software that was installed on your computer, run the diagnostic software to ensure that your NIC is operating properly.

  5. Check your TCP/IP settings to ensure your computer is set to use DHCP (Dynamic Host Configuration Protocol) to configure your network settings. DHCP is used to provide a unique address to your computer and other information to allow your computer to operate on the network properly. For Windows XP\2000 Professional systems, you can run the program IPCONFIG to display your TCP/IP settings. To get to the MS-DOS prompt, click your Start menu, choose the Run command, and type cmd. Then type in IPCONFIG for your operatingsystem. When you display these settings, you should find the following:

    • IP address: 143.200.x.y where 'x' is a value between 100 and 127, and 'y' is a value between 5 and 254.
    • Gateway address: 143.200.x.1 where 'x' is a value between 100 and 127.
    • Subnet mask: 255.255.255.0
    • DNS server address: 143.200.64.40, 143.200.64.41

    If Computing and Information Technology has detected a virus on your computer, you may have been moved to the quarantine network (see more information below). In this case, your network settings will be:

    • IP address: 143.200.85.y where 'y' is a value between 5 and 254.
    • Gateway address: 143.200.85.1
    • Subnet mask: 255.255.255.0
    • DNS server address: 143.200.64.40, 143.200.64.41

  6. Take your computer to a friend's location where you know the data jack and cables work. Try your computer at that location to see if the problem is with your computer or with the network connection in your residence.

Resources to Help Resolve Problems

  1. The Service Center is available to help with virus and wireless issues.  We will work on almost any software or configuration issues for residents, though we do not work on hardware issues. 

  2. If you determine that the problem appears to be in your network connection to your residence, please fill out this form
  3. If you have a hardware issue, you will need to either work with your manufacturer or a local computer repair business, such as Cyberworks, Connecting Point, or Best Buy.