Information, Technology & Consulting

Network Troubleshooting

Details

Check with others in your area or building to determine if they are also having problems. If so, please contact the IT Service Desk at 603-646-2999, send an email to [email protected], or contact your department's IT support office.

If you are the only one having problems, depending on how your computer is connecting to the network, make sure your computer's networking software is configured properly by reviewing the documentation on for the Wired or Wireless networks. For Dartmouth community members we recommend using the Eduroam wireless network.

Wired/Ethernet

Is your computer registered for the network?

All computers on campus trying to access the wired network must be registered. If your computer is not already registered, you can easily register it by opening a web browser (be sure WiFi is off). If your computer is not registered, you will be automatically redirected to a web page where you can enter a brief description of the computer followed by your authentication information (name and password). Once you receive the message that it is successfully registered, you can either restart your computer or wait about 2 minutes for network access.

Is Your Computer Plugged Into a Working Ethernet Port?

Unplug the cable from the computer and plug it back in until you hear a click. Unplug the cable at the Ethernet port on the wall and plug it back in until you hear a click. Also, active Ethernet ports are marked with a blue tab or dot. Try plugging your computer into a different active Ethernet port to see if it makes a difference. If using a different Ethernet port resolves the problem, send an email to [email protected], or contact your department's IT support office requesting that the non-working port be repaired. Please include the building, room number and data port number on the data plate in your email or phone call.

Is Your Computer Sharing an Ethernet Port with Your Telephone?

If so, there will be two Ethernet cables to check. One cable connects the phone to the Ethernet port on the wall. The other cable connects the computer to the phone. Unplug both cables at the phone and plug them back in again in the same locations. Push firmly until you hear a click to make sure they are connected securely.

Is the Ethernet Cable Connected to the Correct Port on Your Computer?

Many Apple computers shipped after 2011 no longer have a standard Ethernet port and will require a Thunderbolt-to-Ethernet Adapter. The Ethernet cable will plug into one end of the adapter. If your Apple computer requires this adapter, plug the Thunderbolt end of the adapter into the matching port on your computer. Try unplugging and re-plugging these connections and waiting a minute; sometimes this will solve the problem.

Are You Using an Ethernet Cable with or without a Thunderbolt Adapter?

Try using your Ethernet cable and/or adapter on a computer you know connects properly to the network. Make sure this other computer can still connect to the network. If it cannot, then you may need a new Ethernet cable or Thunderbolt Adapter.

Did the Problem Just Start?

If so, have you installed any new software or hardware since the last time you were able to connect to the network? Try removing the new software or hardware you installed, and restarting your computer.

Wireless - Macintosh

Is Your Airport Working?

For wireless networking issues, make sure your wireless is turned on and receiving a signal. You can turn your wireless card on or off by selecting the Airport symbol from the right-hand side of the Menu bar and click Turn Wi Fi On; or from the Apple menu try the following:

  • Click System Preferences
  • Click Network
  • Click Wi-Fi
  • Click Turn WiFi On

If the wireless is on, make sure it is receiving a signal. The icon will light up the bars according to the strength of the signal; if the icon is empty, you are not receiving a signal.

Are You Connected to the Eduroam or Dartmouth Secure network?

Make sure your computer is connected to the Eduroam or Dartmouth Secure network. If it is not, you will not be able to access certain campus services, such as the GreenPrint printers, some of the Library resources and some other websites.

 

Wireless - Windows

Is Your Wireless Card Working?

For wireless networking issues, make sure your network card is turned on and receiving a signal. You can activate your network card by opening the Network control panel and checking the adapter settings for the wireless network card. If a red "X" appears on the wireless adapter, double-click on it to activate it. Many laptops now come equipped with a physical switch on the outside of the laptop case that will disable wireless, so be sure that switch is active as well if your laptop has one.

If both the network card and wireless switch are active, make sure the network card is receiving a signal. Usually an icon or other visual indicator will light up the signal strength bars according to the strength of the signal; if the indicator is dark, you are not receiving a signal.

Are You Connected to the Eduroam or Dartmouth Secure network?

Make sure your computer is connected to the Eduroam or Dartmouth Secure network. If it is not, you will not be able to access certain campus services, such as the GreenPrint printers, some of the Library resources and some other websites.

 

 

Topic: 
Computer and Device Services
Subtopic: 
Network Access
Last updated: 
Wednesday, August 17, 2016

If you have questions or need further information, contact your department's IT support office, or contact the IT Service Desk via email at [email protected], via phone at 603-646-2999 or walk in to see them in Baker/Berry 178J.

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Information, Technology & Consulting