Troubleshooting a Residence Hall Ethernet Connection

Here are some steps to follow if you are having problems with your residence hall Ethernet connection.  One thing to try before attempting any of the steps below is to restart your computer, as that may resolve connection problems.

1.  Do you have the correct Ethernet adapter address registered?

If you do not have the correct Ethernet adapter address registered, or it doesn't match exactly, the network connection will not function.  The Ethernet adapter address that is registered is listed on the information sheet mentioned in the second question. Make sure you do not have a wireless adapter registered or the connection will not work. 

To find your Ethernet adapter follow the directions using the Internet Connection Setup link on this website.

If you do not have the correct adapter address registered, the connection will not work. Go back to the link listed above to follow the instructions again so you find the correct address. You need to log into the on line Ethernet registration database again, disconnect what is there now, then register a new connection with the correct information.

The other thing you can do is to visit your local ResCom helpdesk and they can update the adapter address for you. 

2.  Is your computer set to automatically obtain an IP address?

Many Internet connection problems are due to computers not configured to obtain an IP address automatically. Another common mistake is you may be plugged into the wrong jack in your room.  If you do not have a copy of your connection information, you can obtain one from your local ResCom helpdesk or go online to the online registration page again. Select "Inquiry" from the "Request" box and click Submit.  This shows your connection information, please print this out. Verify everything is correct.

The jacks in your room should be labeled; if not, the lower left is normally data jack "A" and the lower right is data jack "B".  Make sure that the correct building and room number are indicated on the connection details sheet. Some room numbers are different than what is printed on the door.

3.  Checking for personal firewalls.

Personal firewall software that is not configured properly can cause your connection not to  work. Commonly known personal firewalls are Norton Internet Security, Zone Alarm, and McAfee Internet Security.  Check the system tray (where the clock is, in the lower right-hand corner of the screen) for an icon for any of this software loaded.  If you find one, right click on it and check for an option like "Unload" or "Exit".  After closing the software, then try your internet connection.  If it does work, then the firewall software that you have installed was causing the problem.  Contact the manufacturer of the product for help in configuring the software properly.

4.  Check that the Ethernet connection is enabled.

In Windows XP and 2000, the Ethernet adapter connection can be disabled.  To check this, click on Start button, select Control Panel. Look for Network connections (switch to Classic View using XP) in Control Panel. Double click on Network Connections. 

• If you see "Network bridge" listed, delete it. Normally it should be listed as just "LAN Connection" or "Local Area Connection".  Verify that you have the correct adapter address registered. If your adapter address is different you will need to change the registered adapter address with PSU or it will not work. Then reenter your IP configuration information.

• Highlight the "LAN Connection" or "Local Area Connection" which ever is listed on your network connections list (DO NOT USE THE WIRELESS CONNECTION for residence halls).  Right click on it and see if there is an option to "Enable"; if there is, click on it.  If not, Right click on the LAN Connection and select "Disable."  Then wait a few moments, right click on LAN connection again and select "Enable."  You might have to put your connection information back in.

5.  Is your connection locked out?

If you have received an email from security that says that your connection is being disabled, the computer will need to be looked at by ResCom before the connection can be reactivated.  To check if your connection is locked out, you can do the connection inquiry as described in the second question.  There will be a line below your name that will say something like "User Was Locked out on 07/30/2005."  If your connection is locked out, contact ResCom to get the problem resolved before the connection will be enabled.

6.  Resetting Internet Explorer Settings and Clearing History/Cache

Sometimes files stored in Temporary Internet Files and History can become corrupt and this can cause your web browser to not function properly.  If you have an Internet Explorer icon on your desktop, right click on it and select properties.  If not, click on Start and then look for Control Panel.  In the Control Panel, you should see "Internet Options". 

• In the "General" tab, click on the "Delete Files" button.  It may take a few minutes for this to complete depending on how large the Temporary Internet Files folder is.  Then click on "Delete Cookies".  Click on the "Clear History button".  Lastly, click on the "Settings" button, then click on "View Files."  Go to the Edit menu in the window that comes up and click on "Select All."  Press the delete key on your keyboard and everything should clear out of that window.  You can then close all of the open windows until you are back to the first "Internet Options" window.

• Click on the "Security" tab.  Click on each zone that is listed there (Internet, Local Intranet, Trusted Sites, Restricted Sites) and click on "Default level."  This resets the security levels for all zones to their defaults.

• Click on the "Privacy" tab.  Click on the "Default" button if you can; if it is grey then it is already set to its default.

• Click on the "Connections" tab.  If there are any dial up connections listed, make sure that you have "Never dial a connection" selected.  At the bottom of the page, click on LAN Settings.  Nothing in this window needs to be checked.  Click on OK.

• Lastly click on the "Advanced" tab.  At the bottom of the page should be a "Restore Defaults" button.  Then click on OK.  Restart your computer and try browsing the web again.

7.  Verifying that your Ethernet cable is good.

First, make sure that you are using an Ethernet cable.  It is normally thicker than a phone line, and the plug on the end of the cable will be wider and thicker than the ones on a phone cable.  Normally something such as "CAT 5" or "CAT 5e" will be written somewhere on the cable.  As long as you have this type of cable, you have the correct type.  If you have a roommate or friend who has a working connection, see if you can borrow their cable and plug it into your data jack and computer.  If the connection works, then there may be a problem with your cable.  Sometimes just unplugging and plugging your cable back in may resolve some issues with Ethernet cables.

8.  Repairing the Windows XP TCP/IP stack.

There is a utility available called "XP Winsock fix" that can fix many connection issues with Windows XP.  Spyware and viruses can modify the TCP/IP stack causing normal internet communications to not work properly.  You can download this utility.  After running the utility, you will have to restart your computer.

If the connection still does not work after following these steps, contact the ResCom desk in your residence area for an appointment to have someone from ResCom take a look at your computer to find out what is causing the connection problems.  ResCom desks around campus are normally open between 4 PM and Midnight Monday to Thursday, 4 PM and 8 PM on Friday, and 12 to 5 PM on Saturday and Sunday.