home

Information Technology

Troubleshooting Your Home Network

Troubleshooting Your Internet Service



Your Computer, iPod Touch, Xbox, etc.
Your Home Network
Internet Service Provider
Internet/Web Service
Symptoms
  • Won't start up
  • Viruses
  • Slow
  • Freezing and crashing
  • How to use a program
  • Can't connect to your wireless network, or unexpected disconnection
  • Securing your wireless network and authorizing computers
  • Person who set it up has moved away
  • Wireless interference
  • Your home router or wireless access point doesn't show the normal lights
  • Some online games don't work
  • You can connect to your home network, but can't get any web sites
  • Your cable modem's or home router's status page shows no Internet connection
  • Another service on the same cable is not working (cable TV, phones)

  • A Web site doesn't respond
  • Need help using a web site
  • Email problems
  • Chat problems
  • Game problems
Troubleshooting
  • Restart your computer
  • For wireless, find a location with a stronger signal
  • Are others having trouble getting online?
  • Can you connect with an Ethernet cable? Wireless? Do you have those interfaces enabled? 
  • Can another computer get online in your location? With your Ethernet cable?
  • Is your software up-to-date, especially Macintosh or Windows system software?
  • Is the computer set up for DHCP?
  • Search in Google for the error message you're seeing
  • Log in to your home router and check status
  • Log in to your wireless access point and check status
  • Log in to your cable modem and check status
  • Power off your cable modem, router, and computer for a few minutes, then power on and try again
  • Does your router show that it is getting an IP address from your ISP?
  • Can you connect with an Ethernet cable?
  • For wireless, are there other networks in the area interfering with yours?  Try setting your wireless router for a different channel (1, 6, or 11). 
  • Are others in your area having trouble?
  • Power off your cable modem, router, and computer for a few minutes, then power on and try again
  • Does your router show that it is getting an IP address from your ISP?
  • Can you get to other web sites?
  • Can other computers get to the web site or use the service you can't?
  • Try another web browser (or another email program, chat program, etc.)
Who Can Help
  • Check manuals and online help for the program you're using
  • Check the computer maker's or software developer's web site
  • If a networking problem can be duplicated on the UVM campus network, the Help Line and Computer Depot Clinic can help
  • Help Line and Computer Depot Clinic can help with supported software and campus networking
  • Computer Depot can repair Apple and Dell models they sell
  • Telephone/email/chat/web technical support from manufacturers of your cable modem, home router, and wireless access point
  • Manuals and troubleshooting guides that come with your cable modem, home router, and wireless access point
  • Independent home computer & networking companies
  • Help & Support Forums
  • Outage Board
  • Help With
    High-Speed Internet
  • Telephone/email/chat/web technical support from your ISP
  • Does the web site, email provider, IM service, etc. have telephone/email/chat/web  technical support?
Cost
  • UVM Software help is free
  • UVM Computer Depot hardware repairs are charged unless under warranty
  • Technical support from manufacturers may be free for a period of time or during warranty
  • Private companies may charge a lot
  • ISP may charge for some help
  • Varies; often free

Last modified September 23 2008 05:19 PM

Contact UVM © 2014 The University of Vermont - Burlington, VT 05405 - (802) 656-3131