Troubleshooting Your In-Room Connection

Here is a list of steps you should follow to troubleshoot your in-room Internet connection in the event it is not functioning properly. Your computer can access the Internet through a wired connection (Local Area Connection), or through Wireless (Wireless Network Connection). To isolate which is causing you problems, start with your wired connection and perform these steps with your wireless disabled (see step 4). If the problem persists, repeat these steps on your wireless connection.

1. Confirm that the Ethernet jack and cable are working properly.

Try replacing the Ethernet cable and see if you experience the same problem. If it works, then it most likely means that you have a damaged cable. If a different Ethernet cable doesn't work, trying testing another computer that you know works. If you're still unable to get a connection, it may be a wiring issue. Contact ResComp to fix this problem.

2. Verify that your computer is connecting to the network via DHCP and the DNS is automatically obtained.

Every computer on a network must have an active IP address that is unique to the computer and is dynamically obtained via DHCP (or Dynamic Host Configuration Protocol). The ResComp network requires you to connect via DHCP because it allows our servers to automatically assign your device an IP address. To check if you have DHCP enabled:

1. Go to the Control Panel and change the view from Category to Large Icons.
2. Click Network and Sharing Center.
3. Change adapter settings.
4. Right click the connection (Local Area Network or Wireless) then go to Properties.
5. Double click Internet Protocol Version 4 (TCP/IPv4).

If properly configured, settings within your network properties should look like this:

3. Double-check that the MAC address you registered with ResComp is correct.

Your computer's MAC address is a 12-digit string comprised of letters and numbers used by your computer to identify itself on the Internet. You’ll need to register this address to activate your internet. If you happen to register the wrong MAC address - even if it is off by one digit - you won't be able to connect because our servers will not recognize your computer. To find your MAC address, plug an ethernet cord into your computer and the wall:

1. Go to the Control Panel and change View by from Category to Large Icons.
2. Click Network and Sharing Center.
3. Change adapter settings.
4. Double click the connection and go to Details then Physical Address (will need different instructions for Mac).

By signing into Helpdesk via Calnet Authentication you can see the registered devices on your account.

1. Go to the Control Panel and change View by from Category to Large Icons.
2. Click Network and Sharing Center.
3. Right click the connection and click Disable.
4. Once disabled, click Enable
.

5. Check to see if you are able to obtain an IP address.

An IP address is the unique address that you are assigned to get onto our network.

1. First, run the command prompt: Start --> All Programs --> Accessories --> Command Prompt.
2. In the black dialog box, type “ipconfig /all”. Your IP address should begin with “169.229.”
3. In addition, you can try typing in these commands: “ipconfig /release”and “ipconfig /renew” to release your current IP address and renew to an IP address that works.

6. Reset Windows sockets settings.

Winsock settings are settings that Windows uses to connect your computer to the Internet. Winsock settings may be changed due to network software installation or malware. To reset these settings back to default configuration, run the Command Prompt as administrator (right click the Command Prompt --> Run as Administrator) and enter the command, "netsh winsock reset."

7. Review your firewall settings.

Your computer's firewall prevents unauthorized access from the internet and is a necessary security tool. You can configure it to allow or block certain connections to increase your security. You can try turning your firewall off temporarily to see if that allows a connection, or allow a certain program such as your Internet browser (for example, firefox.exe) through your firewall. If this works, it is most likely a firewall setting that is preventing you from connecting. To toggle your Firewall:

1. Go to the Control Panel and change View by from Category to Large Icons.
2. Click on Windows Firewall
.
3. If you have an external Firewall through an antivirus or any other program, you'll need to go into that program's interface to troubleshoot.

8. Reinstall the appropriate network adapters.

A network adapter is the most essential device in your computer that allows communication between your computer and the Internet. If it is disabled or is not functioning properly, you can try fixing this issue in the Device Manager. To get to the Device Manager:

1. Right click Computer in the Start Menu and select Properties
.
2. Go to Device Manager and then to Network Adapters
.
3. Right click the appropriate Ethernet adapter and select Uninstall
.
4. After accepting the message and restarting your computer, the device will reinstall itself.

If you are still unable to connect after trying these basic troubleshooting methods, please call the Helpdesk line at (510) 642-4357 so that an RCC can help you determine what the issue may be. In addition, you can always visit an RCC at your unit's office hours or schedule an appointment via Helpdesk at rescomp.berkeley.edu/support.