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Troubleshooting

Wireless

Windows

There are several different things you can check if wireless is not working:

1. Wireless Switch

There are two kinds of wireless switches – a physical kind and one that is associated with a keyboard combination. In many laptops, the physical switch is located along the side of the laptop and is usually located next to the wireless icon.



Check to ensure that the switch is set to the “on” position. Some laptops don’t have a physical switch, but instead a keyboard combination. This is usually a function (Fn) key plus a function key. For example, on most ThinkPads the combination is Fn + F5.

2. SaxaNet Settings

First, the user should go through the SaxaNet Setup process again. If that doesn’t work, then SaxaNet settings can be checked by going to the wireless network, right clicking, and selecting “Properties”.



You want to make sure that the settings looks like the following screenshot:



If these settings are correct, then you can right click on the network and select “Status” instead. It will bring you to the first screen shown below. By clicking “Properties”, it will bring you to the second screen shown below. Finally, by going to the item labeled “Internet Protocol Version 4 (TCP/IPv4)” and clicking Properties, you can get to the third screen shown below. This is where the IP address is assigned. You want to make sure that the IP address is obtained automatically and that the DNS server address is obtained automatically.

3. Devices in Network and Sharing Center

Network and Sharing center can be accessed through the wireless icon or through the control panel.



By clicking "Change adapter settings" on the left, you can access the settings for both wired and wireless adapters. You will come to the screen below.



Here, you can see that my wireless network connection for my wireless card, the Intel Centrino, is working. If it were disabled, it could be re-enabled by right clicking and selecting "enable". At the same time, you can also see that the Local Area Connection says Network Cable Unplugged (top right) since I do not have an ethernet cable plugged in.

4. Restart Services

Sometimes a service that Windows needs to connect to the internet isn't started. To fix this, you can open up computer management (Windows Key + R, then type in compmgmt.msc) and select "Services" on the left hand side.



For Windows 7, it is imperative that the service “WLAN AutoConfig” is started. If it is not started, it can be started by right-clicking on the service and selecting “Start”. Additionally, if you right click and select Properties, you can set it to start automatically.

5. Drivers

It is also important to make sure that the drivers for the wireless card are working. Drivers can also be accessed through computer management, and then clicking on “Device Manager” on the left. Through this interface, look for the Network Adapters, find the wireless card and make sure that the driver is working. If the wireless card is missing or there’s a yellow exclamation mark by the icon, that means that the driver is not working, and you will most likely have to download the driver on another computer and manually move it and install it to the customer’s computer.

6. Ping

Pinging is just a way to see if a website is responding. If, for example, a computer wasn’t able to go to technology.msb.edu, and the pinging said that there was no response, that either means one of two things:

  1. The wireless is not working
  2. The website itself is down

Pinging google.com is always a safe bet, since that website is up almost all of the time. You can ping a website by opening up command prompt and typing in the command:

ping www.website.com

If everything goes well, the result should be like the screenshot below.



Traceroute operates similarly, but is slightly more sophisticated in that it lays out the Internet pathway between your computer and the address you specify, measured in “hops” from device to device.

In this way, you can diagnose for yourself where the connectivity issue lies. If your computer can’t reach any other device (0 hops), then the problem lies on your end. Otherwise, if you can reach the DNS (domain name server) but can’t go any further, then the connectivity issue is likely affecting all the customers that DNS serves. If this is the case, time to notify a higher-up if they don’t already know.

Open up command prompt and type in the command:

tracert www.website.com

The following is a successful traceroute output when attempting to reach neoseeker.com:



Printing

The most common issue when printing does not work is that the user is not connected to SaxaNet. Confirm this before anything else!

There are a few messages that can pop up. If the message says “Document was canceled”, that means the document successfully went through. If the message says “Document failed to print”, then there is something wrong with the computer.

Another issue that was more common earlier was that the driver for the old computer was installed. This can be fixed by simply going to control panel and deleting the old printer driver, and making sure the driver for the 7775 printer was there.

On a mac computer, go to system preferences and select “Printers” (refer to the third screenshot) and make sure the 7775 printer is installed. If there is an old version of the printer, you can just click on the printer and click the “minus” button to delete it.

If all else fails, uninstalling and reinstalling the printer drivers should work in most cases.

A final step you can take is to ping the printing server. You would do this by opening a command prompt and typing in:

ping print.msb.edu

If it says server not responding (and you are for sure connected to SaxaNet), that means the print server is down and you should contact the MSBTC.