Troubleshooting Connections - Revision history

Brandg423: Added a breadcrumb

2022-06-22T19:14:31Z

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			> [[Meetinghouse Technology]] > [[Meetinghouse Networking]]


	== How to Use This Guide ==		== How to Use This Guide ==

Brandg423 at 19:41, 27 May 2022

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	# Contact your stake or district technology specialist.		# Contact your stake or district technology specialist.
	# If you are the technology specialist and you are still experiencing problems, [[Global Services Department\|contact IT Support ~~(Global Services Department Wiki Article)~~]]		# If you are the technology specialist and you are still experiencing problems, [[Global Services Department\|contact IT Support.]]

Bretbassett: Bretbassett moved page User:Brandg423/Troubleshooting Connections to Troubleshooting Connections: Go live

2022-05-24T16:24:38Z

Bretbassett moved page User:Brandg423/Troubleshooting Connections to Troubleshooting Connections: Go live

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Brandg423 at 19:36, 23 May 2022

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	~~= Troubleshooting Connections =~~

	== How to Use This Guide ==		== How to Use This Guide ==

Brandg423 at 17:05, 23 May 2022

2022-05-23T17:05:06Z

← Older revision		Revision as of 17:05, 23 May 2022
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	# Contact your stake or district technology specialist.		# Contact your stake or district technology specialist.
	# If you are the technology specialist and you are still experiencing problems, [https://www.churchofjesuschrist.org/help/support/meetinghouse-technology/my-calling-as-a-technology-specialist/global-service-department?lang=enghttps://www.churchofjesuschrist.org/help/support/meetinghouse-technology/my-calling-as-a-technology-specialist/global-service-department?lang=eng contact IT Support.]		# If you are the technology specialist and you are still experiencing problems, [[Global Services Department\|contact IT Support (Global Services Department Wiki Article)]]

Bretbassett: Formatting

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	== How to Use This Guide ==		== How to Use This Guide ==
	This guide to getting connected to the internet is divided into several steps. The instructions are based on using a computer running Windows. If the computer being used has a different operating system, the steps will need to be adjusted accordingly. The results of each step performed should be recorded, as that information may prove helpful in future steps.		This guide to getting connected to the internet is divided into several steps. The instructions are based on using a computer running Windows. If the computer being used has a different operating system, the steps will need to be adjusted accordingly. The results of each step performed should be recorded, as that information may prove helpful in future steps.

	~~''Back to Top''~~

	== Step 1: Get your computer’s IP address ==		== Step 1: Get your computer’s IP address ==
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	# If the other computer has the same problem, go to step 7.		# If the other computer has the same problem, go to step 7.
	# If you get a correct address and the internet begins working, you are finished troubleshooting. If you get a correct address but the internet still isn’t working, proceed to step 2.		# If you get a correct address and the internet begins working, you are finished troubleshooting. If you get a correct address but the internet still isn’t working, proceed to step 2.

	~~''Back to Top''~~

	== Step 2: Record your IP address information ==		== Step 2: Record your IP address information ==
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	# Record the subnet mask (this can be found by typing '''ipconfig''' in the command prompt).		# Record the subnet mask (this can be found by typing '''ipconfig''' in the command prompt).
	# Record the IP address of the firewall. Also known as the default gateway, this can also be found by typing '''ipconfig''' in the command prompt. The IP address should also be on a label on the firewall itself. If it isn’t, create a label with the address and place it in a prominent place on the firewall.		# Record the IP address of the firewall. Also known as the default gateway, this can also be found by typing '''ipconfig''' in the command prompt. The IP address should also be on a label on the firewall itself. If it isn’t, create a label with the address and place it in a prominent place on the firewall.

	~~''Back to Top''~~

	== Step 3: Ping the firewall ==		== Step 3: Ping the firewall ==
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	# If you were able to ping the firewall, take note of the results and the number of packets lost, and then proceed to step 4.		# If you were able to ping the firewall, take note of the results and the number of packets lost, and then proceed to step 4.
	# If you can’t ping the firewall, go to step 7.		# If you can’t ping the firewall, go to step 7.

	~~''Back to Top''~~

	== Step 4: Access the name server ==		== Step 4: Access the name server ==
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	## If you are unsuccessful, you should get a message that says “*** Can’t find server name for . . .: Timed out.” Otherwise, you are successfully accessing the name server.		## If you are unsuccessful, you should get a message that says “*** Can’t find server name for . . .: Timed out.” Otherwise, you are successfully accessing the name server.
	## Either way, record the first address listed. If you can ping it, proceed to step 5. If you can’t ping it, proceed to step 9.		## Either way, record the first address listed. If you can ping it, proceed to step 5. If you can’t ping it, proceed to step 9.

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	== Step 5: Ping www.google.com ==		== Step 5: Ping www.google.com ==
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	# If you were able to ping www.google.com, take note of the results and the number of packets lost, and then proceed to step 6.		# If you were able to ping www.google.com, take note of the results and the number of packets lost, and then proceed to step 6.
	# If you can’t ping www.google.com, go to step 10.		# If you can’t ping www.google.com, go to step 10.

	~~''Back to Top''~~

	== Step 6: Browse to www.ChurchofJesusChrist.org ==		== Step 6: Browse to www.ChurchofJesusChrist.org ==
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	# Launch Internet Explorer.		# Launch Internet Explorer.
	# Type in the address '''www.ChurchofJesusChrist.org''' and press '''Enter'''.		# Type in the address '''www.ChurchofJesusChrist.org''' and press '''Enter'''.

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	== Step 7: Verify that the firewall has power ==		== Step 7: Verify that the firewall has power ==
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	# Verify that the power light on the front of the firewall is lit green.		# Verify that the power light on the front of the firewall is lit green.
	# If the power light is on, proceed to step 8. If you have power to the outlet but the firewall’s power light is still not coming on, go to step 11.		# If the power light is on, proceed to step 8. If you have power to the outlet but the firewall’s power light is still not coming on, go to step 11.

	~~''Back to Top''~~

	== Step 8: Verify that the firewall is connected to your network ==		== Step 8: Verify that the firewall is connected to your network ==
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	# Take note of which link lights are on.		# Take note of which link lights are on.
	# If none of the link lights come on, proceed to step 11; otherwise, continue to step 9.		# If none of the link lights come on, proceed to step 11; otherwise, continue to step 9.

	~~''Back to Top''~~

	== Step 9: Verify that the firewall is connected to the internet ==		== Step 9: Verify that the firewall is connected to the internet ==
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	## i. Disconnect the cable on each device, and reconnect it.		## i. Disconnect the cable on each device, and reconnect it.
	## ii. If the link light above the WAN port on the firewall still does not come on, proceed to step 10.		## ii. If the link light above the WAN port on the firewall still does not come on, proceed to step 10.

	~~''Back to Top''~~

	== Step 10: Verify that the ISP modem has power ==		== Step 10: Verify that the ISP modem has power ==
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	# Check to see if the WAN light (described in step 9) comes on. If it comes on, verify that your service is now working by going back and completing step 1. (Only do this single step—don’t go through the whole process again.)		# Check to see if the WAN light (described in step 9) comes on. If it comes on, verify that your service is now working by going back and completing step 1. (Only do this single step—don’t go through the whole process again.)
	# If you are still unable to connect to the internet, proceed to step 11.		# If you are still unable to connect to the internet, proceed to step 11.

	~~''Back to Top''~~

	== Step 11: Contact Support ==		== Step 11: Contact Support ==

Bretbassett: Moving Troubleshooting Connections article from MHTech to Wiki

2022-05-19T16:34:19Z

Moving Troubleshooting Connections article from MHTech to Wiki

New page

= Troubleshooting Connections =

== How to Use This Guide ==
This guide to getting connected to the internet is divided into several steps. The instructions are based on using a computer running Windows. If the computer being used has a different operating system, the steps will need to be adjusted accordingly. The results of each step performed should be recorded, as that information may prove helpful in future steps.

''Back to Top''

== Step 1: Get your computer’s IP address ==

# Open a command prompt by selecting '''Start'''; then in the Run box (may require searching for “run”), type '''CMD''' and click '''OK'''.
# At the command prompt, type '''ipconfig''' and press '''Enter'''.
# Your PC’s IP address should start with 192.168.75.x or 10.x.x.x, not an autoconfiguration IP address that starts with 169.254.x.x (the x’s in these examples can be any number between 0 and 255).
# If you are getting no IP address or an autoconfiguration address, type '''ipconfig /renew''' at the command prompt.
# If you are still getting no IP address or an autoconfiguration IP address, reboot the computer and try again.
# If you continue to get an incorrect address, repeat these steps on a different computer.
# If the other computer works, go to step 11 and contact support.
# If the other computer has the same problem, go to step 7.
# If you get a correct address and the internet begins working, you are finished troubleshooting. If you get a correct address but the internet still isn’t working, proceed to step 2.

''Back to Top''

== Step 2: Record your IP address information ==

# Record the PC’s current IP address (keep in mind that over time this address may change).
# Record the subnet mask (this can be found by typing '''ipconfig''' in the command prompt).
# Record the IP address of the firewall. Also known as the default gateway, this can also be found by typing '''ipconfig''' in the command prompt. The IP address should also be on a label on the firewall itself. If it isn’t, create a label with the address and place it in a prominent place on the firewall.

''Back to Top''

== Step 3: Ping the firewall ==

# Use the IP address for the firewall (the default gateway) to do a ping test:
## At the command prompt, type '''ping x.x.x.x''' and press '''B''' (replace the x.x.x.x with the firewall IP address).
## If you are successful, you should see replies from the firewall’s IP address telling you how long the replies took, the number of packets lost, and other information.
## If you are not successful, you may see a “Destination host unreachable” or “Request timed out” message.
# If you were able to ping the firewall, take note of the results and the number of packets lost, and then proceed to step 4.
# If you can’t ping the firewall, go to step 7.

''Back to Top''

== Step 4: Access the name server ==

# At the command prompt, type '''nslookup www.google.com''' and press '''Enter'''.
## If you are unsuccessful, you should get a message that says “*** Can’t find server name for . . .: Timed out.” Otherwise, you are successfully accessing the name server.
## Either way, record the first address listed. If you can ping it, proceed to step 5. If you can’t ping it, proceed to step 9.

''Back to Top''

== Step 5: Ping www.google.com ==

# At the command prompt, type '''ping www.google.com''' and press '''Enter'''.
## If you are successful, you should see replies from Google’s IP address telling you how long the replies took, the number of packets lost, and other information.
## If you are not successful, you may see an “Unknown host unreachable” or “Request timed out” message.
# If you were able to ping www.google.com, take note of the results and the number of packets lost, and then proceed to step 6.
# If you can’t ping www.google.com, go to step 10.

''Back to Top''

== Step 6: Browse to www.ChurchofJesusChrist.org ==

# Launch Internet Explorer.
# Type in the address '''www.ChurchofJesusChrist.org''' and press '''Enter'''.

''Back to Top''

== Step 7: Verify that the firewall has power ==

# Locate the firewall. If it is in a locked cabinet and you don’t have access to it, contact the local facilities management group or physical facilities representative to gain access.
# Check to see that all connections are firmly attached and that the firewall is powered up.
# Verify that the power light on the front of the firewall is lit green.
# If the power light is on, proceed to step 8. If you have power to the outlet but the firewall’s power light is still not coming on, go to step 11.

''Back to Top''

== Step 8: Verify that the firewall is connected to your network ==

# Verify that one or more of the link lights (above the numbers on the firewall) are on. A light should be on for each device that is plugged into a port and is powered on.
# If none of these lights are on, verify that there are cables connected to the back of the firewall in at least one of the local area network slots. Unplug and replug each cable into its slot.
# Take note of which link lights are on.
# If none of the link lights come on, proceed to step 11; otherwise, continue to step 9.

''Back to Top''

== Step 9: Verify that the firewall is connected to the internet ==

# Verify that the light above the WAN port is lit green.
# If it is, go to step 11. If it is not, check the cable connecting the firewall to the internet service provider (ISP) modem.
## i. Disconnect the cable on each device, and reconnect it.
## ii. If the link light above the WAN port on the firewall still does not come on, proceed to step 10.

''Back to Top''

== Step 10: Verify that the ISP modem has power ==

# Check the power plug going into the ISP modem, and verify that it is connected properly and has power. The modem should have some lights on the front that are either on solid or flashing.
# If the modem does not have power, plug into the outlet something else that you know works, or work with the facilities management group or physical facilities representative to verify that the outlet has power.
# If the outlet has power but the ISP modem isn’t powering up, contact the ISP.
# If the modem does have power, unplug the power cord and then plug it back in. Wait about five minutes, and then do the same for the firewall. Wait another few minutes before trying to use the service.
# Check to see if the WAN light (described in step 9) comes on. If it comes on, verify that your service is now working by going back and completing step 1. (Only do this single step—don’t go through the whole process again.)
# If you are still unable to connect to the internet, proceed to step 11.

''Back to Top''

== Step 11: Contact Support ==

# Contact your stake or district technology specialist.
# If you are the technology specialist and you are still experiencing problems, [https://www.churchofjesuschrist.org/help/support/meetinghouse-technology/my-calling-as-a-technology-specialist/global-service-department?lang=enghttps://www.churchofjesuschrist.org/help/support/meetinghouse-technology/my-calling-as-a-technology-specialist/global-service-department?lang=eng contact IT Support.]