Carnegie Mellon University

Network Troubleshooting

Comcast

Fairfax, Neville and Webster Hall have Comcast internet service. See the Troubleshooting Guide help.

Wired

Try these wired network troubleshooting steps in the following order.

  1. Have Limited Network Access.
  2. Check Your Power, Network Connection and Account.
  3. Update the Network Card (Windows Only).
  4. Locate Hardware Address. You'll need this to report your problem.
  5. Complete the Report a Problem Form.

Wireless

Try these wireless network troubleshooting steps in the following order.

  1. Manually Connect to the Network (Windows Only).
  2. Update the Network Card (Windows Only).
  3. Locate Hardware Address and Collect Wireless Card Information (Windows). You'll need these to report your problem.
  4. Complete the Report a Problem Form.

VPN

See the AnyConnect VPN Troubleshooting section.

Detailed Instructions

  • Ensure that you have registered your network connection.
  • Disconnect (unplug the cable) from the network. Wait at least 30 minutes from the time of registration, and then try accessing the network again.
    New wired network registrations may take 15-30 minutes to fully activate.
  • If you still cannot connect, reboot your computer and try to connect again.
    Your operating system's network name and address have old information saved. 
  • Clear your web browser cache. See the browser help for steps.
    Your web browser cache may have old information saved. 

If you completed all of the troubleshooting steps and require Help Center assistance, collect the following information, then complete the Report a Problem form.

  1. Click Start > Control Panel.
  2. Under Network and Sharing Center, click Change Adapter Settings.
  3. Select the applicable network adapter (depending on whether you are having an issue on wireless or wired network).
  4. Right-click on the wired or wireless option and select Properties.
  5. Click Configure Driver and gather the following information:
    • Adapter Name (including make/model numbers)
    • Driver Provider
    • Driver Date
    • Driver Version

If you are experiencing wired connection issues, consider the following. You will either resolve your issue or collect valuable information for the Report a Problem form. The more details that you are able to provide on the form, the faster your resolution.

  1. Plug into a known working outlet.
  2. Use a network cable that you know works with another computer.
  3. Try connecting using another working computer. If you are able to connect, then there is an issue with your computer.
  4. Ask someone with a working account to log into your computer. If that person can log in, you may have an account issue.

IMPORTANT! The following steps apply only to Windows.

  1. Click Start > Check for Updates.
  2. Once complete, visit the web site for your computer vendor (e.g., Dell, IBM, etc.) and download the latest network driver for your computer.
  3. Locate and install the driver from the Support area of the site.

If you followed all of the troubleshooting steps and require further assistance, follow the instructions below to collect information for the Help Center by locating your hardware address. Providing this information on the Report a Problem form will speed your resolution time.

Windows
  1. Click Start. Type cmd into the Search box. Press Enter.
  2. Type getmac/v at the prompt. Press Enter.
  3. Your computer's Ethernet and wireless addresses are listed as the Physical Addresses.
    • Wired - Ethernet Adapter Local Area Connection
    • Wireless - Ethernet Adapter Wireless Network Connection
  4. Note these and then type exit.
Mac
  1. Select Apple menu > System Preferences.
  2. Select View > Network.
  3. Select your Ethernet connection and click Advanced
  4. Click Hardware
  5. Note the string next to MAC address.