Wednesday, December 2, 2009

Basic Connection Troubleshooting Steps

This how-to has been written for the layperson who observes that he/she cannot connect to the Internet in the UP Manila Network while others can.

Note: This is not how technical support agents troubleshoot. These steps are for end users which have limited knowledge of networking or the network in which they are operating. Thus, the difference in steps of troubleshooting.

For Windows XP:

1. Check the physical connection. Unplug the internet cable1 (you should see an error message that the cable has been unplugged) and plug it back (you should see an update pop-up indicating the network has been connected. If you don't see any error about being disconnected when you unplug the cable at the back within 5 seconds, powercycle*. If after powercycling you did the same procedure with the same results, call IMS. If it gets connected but you cannot browse, go to Step 2.

*Powercycle - Turn off the computer, wait for 5 seconds, then turn it back on.

2. Clear cache and cookies.
For Internet Explorer – Go to Tools >> Internet Options >> Click "Delete Cookies" and "Delete Files" and check "Delete Offline Content," then "OK." Wait for the browser to delete old corrupt files (called "cache"), close the browser and open it again.

For Mozilla Firefox 3.5 – Go to Tools >> Clear Recent History
Try browsing. If you still cannot, close your browser, open it again and go to Step 3.

3. Check proxy settings.

For Internet Explorer or Google Chrome– Start >> Control Panel >> Internet Options >> Connections >> LAN Settings: Proxy Server must be checked, and the field must contain “,” Port : 3128

For Mozilla Firefox – In Mozilla Firefox: Tools >> Preferences >> Advanced >> Network >> Settings >> Manual Proxy Configurations. Field must contain “,” Port : 3128

4. Check the website you're getting to. See if you could go to that website using the PC which could connect to the Internet. If you cannot connect to that website using that PC, then it might be a problem of the website itself. If this is not the solution (you can go to the website using the other PC or you cannot go to MANY websites with your own PC), go to 5.

5. Are you able to use chat (YM or AOL IM?)? If you can, you might have a problem with the browser. Try uninstalling and reinstalling. If you do not want this messy process, go to 6.

6. Repair internet connection.
Start >> Control Panel >> Network Connections. Right-click the "Local Area Connection" (if your computer is physically connected) or the "Wireless Network Connection" (if you're connecting using wireless) and then select "Repair." This will renew your IP and refresh your DNS Cache, among others. After doing this, close and re-open your browser and see if you could connect.

7. Disable your protection (eg, antivirus) software temporarily, repair internet connection, and then try to browse. If you can browse, enable again your protection software and see if you can still browse. If you cannot browse again, then there is a conflict between your antivirus software and your internet connection or your browser. Contact the manufacturer of your protection software. However, if after disabling the protection software you still cannot browse, go to 8.

8. Powercycle your computer, try browsing. If you still cannot, try Steps 2 and 6, and start connecting. If you still cannot, Call IMS.

Obviously, I advise you to print this out since you cannot read this if you are not connected.

to be continued: For Ubuntu and Mac.