If you have lost your connection to the internet, here are a few things you can try.
1. CABLES
Check all ethernet and power cables to make sure they did not accidentally become loose or unplugged.
2. LIGHTS
See what lights are working on your equipment and write them down (specifically, the WLAN light should be on if you are connecting to us).
3. POWER
Power cycle your equipment. This simply means to disconnect the power cord from the back of your radio and/or router, wait one FULL minute, then plug it back in. Also reboot your computer. These two actions fix about 75% of connection problems. DO NOT EVER PRESS THE RESET BUTTON.
4. PING/TRACERT COMMANDS
Open a Command Prompt window (or Terminal Window for Macs) and try each of these commands...Type one command at a time (command is shown in blue) and note the results. (You may have more text after the C:\ ... that's normal):
A. TRACEROUTE
Run a traceroute to yahoo.com and see where your connection times out:
C:\>tracert yahoo.com
B. PING GATEWAY
Ping your gateway. If you cannot ping your gateway, you need to continue with the ping commands given below to see if the problem is the router itself or the connection between your computer and the router. If you can connect to the gateway, then the problem might be a network outage. There are only 4 gateways to choose from:
- Pine Glade: 172.24.130.1
- Labelle: 172.24.128.21
- Begole: 172.27.24.1
- Janelle: 172.24.130.2
C:\>ping <insert your gateway here>
C. PING WAN IP ADDRESS
Ping your WAN side IP Address (this should be a 172.x.x.x address). If you cannot ping your WAN side IP, you either have a faulty router or you have a problem connecting between your computer and your router (see Ping LAN IP Address below).
C:\>ping <insert your IP address here>
D. PING LAN IP ADDRESS
Ping your router's LAN side IP Address (this should be a 192.168.x.x address). If you cannot ping your LAN side IP, then there is likely a problem between your computer and the router. If you can ping it, then you are able to communicate with the router and the problem likely lies elsewhere.
C:\>ping <insert your IP address here>
Example:
5. CONTACT MRIC TROUBLE TICKET SYSTEM
If you have not managed to restore your connection, please send us as much information from the above troubleshooting tips via an email to our Trouble Ticket System or call our support line (720.210.1969) |
