Wired (LAN) Network Issues - University of Tennessee system



Network Troubleshooting GuideNetwork connectivity issues can occur at several points between the internet provider, your office building, office network equipment and your computer. This guide outlines simple steps to assist you in resolving connectivity issues or collect information necessary to ensure an efficient support call. Please review the following, and if necessary complete the checklist steps prior to contacting the OIT HelpDesk at 865-974-9900. Wired (LAN) Network IssuesWired or LAN connections are those that have a direct cable connection, via Ethernet cable, to your computer from the network equipment contained inside the SHIELD cabinet. Experiencing a SLOW network connection:Are other office members are experiencing slow network access. YES.Contact your local internet service provider (ISP) to report network slowness.If not related to local ISP, contact the OIT HelpDesk at 865-974-9900 to report network slowness.NO. You have a localized issue on your system. Contact the OIT HelpDesk at 865-974-9900 to troubleshoot your system.Experiencing a connectivity OUTAGE from a computer with a direct-wired connection:Determine if other office members have network access. YES. You have a localized issue on your system.Check that the network cable is securely connected to the computer and to the wall connection plate; Verify that your computer’s network port lights are flashingSTILL NO CONNECTIVITY, contact the OIT HelpDesk at 865-974-9900NO.There is an office-wide connectivity issue. Follow the network troubleshooting steps:Check secure network cabinet power/light statusLights On: Contact your local internet service provider (ISP) to report a network outageLights Off: Check equipment power status (Outlet, battery backup, power strip, breaker) If working, contact the OIT HelpDesk at 865-974-9900For issues resulting in contacting the OIT HelpDesk, first tier support professionals may be able to resolve your issue. If not, the ticket will be forwarded to your region IT professional. Wireless Network IssuesThe UTIA Network provides wireless connectivity to UT personnel by the UTIA-Secure network, and to visitors by the UTIA-Guest network. Steps to join both networks are outlined below, as well as, steps to troubleshoot known connectivity issues. UTIA-Secure Network available to all UT personnel using their UT NetID credentials to login. If prompted, accept the security certificate. If you encounter connection issues or fail to reach the web, follow the steps below to reset the connection by ‘forgetting’ the network.Forget the NetworkWindows 10Start (windows icon) > Settings (above power button) > Network & Internet > Wi-Fi > Manage Known Networks – Select UTIA-Secure and click ForgetWindows 8 Side Menu (to the right of screen) > Settings > Change PC Settings > Manage Known Networks – Select UTIA-Secure and click ForgetReconnect by searching available wireless networks for the UTIA-Secure network. Login using your NetID and password.If you still cannot create a successful connection, contact the OIT HelpDesk at 865-974-9900.?UTIA-GuestNetwork available to office visitors and only requires the managed password available from office staff. Users will be prompted to review and accept the University’s AUP to join the network. If you encounter connection issues or fail to reach the web, follow the steps below to reset the connection by ‘forgetting’ the network.Forget the NetworkWindows 10Start (windows icon) > Settings (above power button) > Network & Internet > Wi-Fi > Manage Known Networks – Select UTIA-Guest and click ForgetWindows 8 Side Menu (to the right of screen) > Settings > Change PC Settings > Manage Known Networks – Select UTIA-Guest and click ForgetReconnect by searching available wireless networks for the UTIA-Guest network. Login using the guest password provided from the location staffIf you still cannot create a successful connection, contact the OIT HelpDesk at 865-974-9900.Troubleshooting Mobile Device IssuesAndroid PhonesNo user name, Password is available from location staffAccept agreement web page. (splash page, captive portal)Issues reaching the web to accept agreement, system appears to be connected but it is not OR connection failedManually launch the device's default browser or enter the URL and accept agreementForget Networks – Settings | Wi-Fi | UTIA-Guest | ForgetSearch for the UTIA-Guest again and enter password to reconnect?Apple iPhoneNo user name, Password is available from location staffAccept agreement web page. (splash page, captive portal)(Don't know about it) Manually launch the device's default browser or enter the URL and accept agreementForget Networks – Settings | Wi-Fi | UTIA-Guest | Forget This NetworkSearch for the UTIA-Guest again and enter password to reconnectNetwork EquipmentDuring SHIELD phase I, standard network equipment was installed as the foundation of the off-campus UTIA network. This equipment is contained in a mounted, secure (locked) network cabinet. Each cabinet contains one VPN appliance (SonicWall TZ300), one or more Dell switches (N-series 24 or 48-port; X1018), one uninterrupted power supply (UPS), patch panel and at Extension locations, one Synology network storage drive. If possible, the internet service provider (ISP) device is also housed in the secure network cabinet. In some locations, the wireless access point (AP; Aerohive AP230) is housed in or on the cabinet. Device connectivity, via patch cable, is color coded to aid in identifying connections for troubleshooting. ORANGE: VPN device LAN port to Switch port 1 RED: Internet Service Provider device to VPN device WAN portGREEN: Wireless Access Point (AP) to Switch port 2 PURPLE: Synology (NAS drive) to Switch port 245253487587734ISP Device00ISP Device52873812114179Switch00Switch4914421104995Synology00Synology52621131303727VPN Device00VPN Device491706139161UPS00UPS4744532235380Patch Panel00Patch PanelPre-call Troubleshooting ChecklistPlace this checklist in or near your network cabinet. Please complete these tasks prior to contacting the OIT HelpDesk at 865-974-9900. Does anyone else have Network Access (Internet, Email working)?Yes – go to Step 2No – go to Step 3You have a localized issue on your system.Check your network cable to make sure it is securely connected to your computer and wall jack.Check to make sure network cable has flashing lights while connected to your computer.If still not connected, go to step 4 Others are also having Network issues.Check secure network cabinet power/light statusLights on – Contact Internet Provider to make sure they are not having any issues.Lights off – Check power (if outlet, battery backup, power strip and breaker are working), go to Step 4 Call the OIT HelpDesk at 865-974-9900 to report the issue.OIT HelpDesk professionals may be able to resolve your issue.If not, the ticket will be forwarded to your region IT professional for follow-up ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download