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Network Troubleshooting Procedure

WIRED Network Troubleshooting

  • Is anyone else experiencing this same exact issue?
    • Yes – Widespread network issue. Attempt to isolate the possible cause and escalate as needed.
    • No - Can you access any web page on the internet?
      • Yes – Issue is application specific. Follow application specific troubleshooting procedures.
      • No - Are the NIC lights in the back of the computer blinking or solid in color?
        • Yes – Reboot the computer. Did this resolve the issue?
          • Yes – Has this issue happened on this computer before?
            • Yes -  Find out the last time this happened and if this is the 3rd or 4th call. The NIC card in this computer is going bad and it is possible that this computer may need to be repaired\replaced ASAP.
            • No – This is not a recurring issue. Close the ticket. Issue resolved.
          • No - Change the network cable. Did this resolve the issue?
            • Yes – Changing the network cable resolved the issue. Close ticket.
            • No – Move the computer to a different, known working, wall jack and try again. Did this resolve the issue?
              • Yes – Issue is due to bad wall jack or bad switch port. Escalate to network team for resolution.
              • No – NIC card in the PC is dead. The Motherboard will need to be replaced. Perform warranty replacement process.
        • No – Change the network cable. Did this resolve the issue?
          • Yes – Changing the network cable resolved the issue. Close ticket.
          • No – Move the computer to a different, known working, wall jack and try again. Did this resolve the issue?
            • Yes – Issue is due to bad wall jack or bad switch port. Escalate to network team for resolution.
            • No – NIC card in the PC is dead. The Motherboard will need to be replaced. Perform warranty replacement process.


Wireless networking troubleshooting

  • Is anyone else experiencing this same exact issue?
    • Yes – Plug in an Ethernet cable to your computer and reboot. Can you now access the internet?
      • Yes – Wireless Access Point is not connected to the internet.
      • No – Widespread network issue. Escalate as needed.
    • No – Is the wireless switch on your laptop turned off?
      • Yes – Turn on the switch and try again. Reboot the computer if needed.
      • No – Is the Wireless NIC card disabled in Windows?
        • Yes – Enable Wireless on the laptop and verify that the wireless switch is turned on. Reboot the computer and try again.
        • No – Is the laptop connected to a WiFi network?
          • Yes – Disconnect from WiFi and reconnect. Did that resolve the issue?
            • Yes – Close ticket. Issue was software related.
            • No – Wireless Access Point is not connected to the internet. Escalate as needed.
          • No – Connect the computer to WiFi and reboot. Are you now able to access the Internet?
            • Yes – Close ticket. Issue was software related.
            • No -  Connect the computer using an Ethernet cable to the network and reboot. Can you now access the internet?
              • Yes – Wireless Access Point is not connected to the internet. Escalate as needed.
              • No – Verify that no other customers are having any network issues before continuing. Issue may be due to a bad motherboard in the computer or the PC needs to be re-imaged. Follow PC repair procedures.
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