Streamlined Diagnostics: Ethernet, WinXP, Netreg-controlled areas: Start a damn remedy Ticket with user's contact information. Check the phone number, because the one in Remedy is always wrong for students. Start/Run/CMD IPCONFIG /ALL From the section headed "Ethernet Adapter Local Area Connection", fill in the values for the items listed below: PHYSICAL ADDRESS: __:__:__:__:__:__ should start with "00" *1 DHCP Enabled ___ should be "yes" *2 Autoconfiguration Enabled ___ should be "yes" *2 IP address ___.___.___.___ Check 1st octet Default Gateway ___.___.___.___ Same as IP address, end in .1 *3 DNS Servers ___.___.___.___ 131.128.1.127, 131.128.1.126 *3 DHCP Server ___.___.___.___ 10.100.1.11 *3 IPCONFIG /RELEASE should produce either "succesfully released" or change IP address to 0. IPCONFIG /RENEW should get the IP address back. Renewed IP address: ___.___.___.___ Start Browser: Can the User Browse to external (non-URI) sites? ___ Yes/No Can the User Browse to Internal (URI) sites? ___ Yes/No Can the user Browse to anywhere at all? ___ Yes/No First Octet of IP address is 000.n.n.n PC did not request IP address Check settings for automatic/dhcp, Check card/drivers, Check that cables are actually connected. Check Antivirus Suite Probable physical problem, See if the machine will work in a known good port. If it does, do a bad-port ticket, If it doesn't, Schedule an Anti-Virus clinic session. If that fails, goto Step 99. First Octet of IP address is 10.n.n.n --User cannot browse to any page, or only within URI Browse directly to NETREG "http://10.100.1.11" If Netreg Page still does not appear, goto Step 99 --User gets Netreg page telling them to log in, but it will not accept their username/password. Try using the Student ID number instead of the ECAMPUS username. If that doesn't work, verify the username/password combination in webct. If they work in webct, but not in netreg, goto Step 99. If they don't work in webct, have supervisor look up username, if the username exists, do a password change-request and start over, tomorrow. If it does not exist, goto Step 99. --User gets netreg page telling them to log-in, and they do, but then it tells them that they are already registered. 1st, make sure that the user is re-booting after logging in. if that fails, look up the user by username and physical (mac) address, and have supervisor delete them from netreg. If that doesn't solve the problem, goto Step 99. --User gets netreg page telling them that they've moved. And they have/or they haven't. We don't care which, look them up in netreg, and have the supervisor delete them, re-boot. If that doesn't solve the problem, goto Step 99. --User gets a netreg page telling them they are blocked, or looking them up in netreg tells you that they are blocked. Treat the problem for which they are blocked (viruses using CD or clinic/appointment, DMCA violations by sending them to Cosmo). And THEN do an UNBLOCK request. Virus/unblock requests should include a list of the antivirus programs installed and run, with the dates of the data-def files. --Any other NetReg wierdness: Goto STep 99 First Octet of IP address is 131.n.n.n --User cannot browse any page at all. Double-check IP settings from above, and that IPCONFIG /RELEASE /RENEW work. Check in netreg and Remedy for user/IP address on blocked list. Look up the user's gateway address. Can you Ping their gateway? Can they ping their gateway? "Ping 131.128.nnn.1" If you can't ping their gateway, it's probably a network problem. *5 If THEY can't ping their gateway, it's probably a virus problem. In internet Explorer: * Goto tools/Internet-Options/General: Delete Cookies, Delete Files, Clear History /Programs: Reset Web Settings /Advanced: Restore Defaults Try pinging the user's address. Do you get a response? If so, then the user doesn't have Service Pack 2 installed. If you do not get a response, do a tracert to the user's IP address "tracert 131.127.n.n" and see where it goes astray. If those don't help, Goto Step 99 --User can Browse only within URI domain. User is almost certainly blocked. Check Remedy. If blocked, deal with indicated symptom (DMCA to cosmo, everything else with CD or antivirus clinic). If user isn't on blocked list, have supervisor check with Security Architect, because they're probably blocked anyway. Taking the machine to a building on a different subnet will probably make it work, until they get blocked again. If all else fails, goto Step 99. First Octet of IP address is 169.n.n.n --User cannot browse any page at all. Check for the presence of a hub (netgear box) Is anyone else connected to the hub and working? (make sure they're not on wireless) --No-one on the hub can get online Cable-from wall-to-hub should be in rightmost socket (#4) button should be pushed in. Power adapter should be plugged in at both ends. 1 steady light above cable (connection) 1 blinking light above cable (traffic) * If these lights do not appear, try the hub in a different wall socket. try swapping the wall/hub cable with something else. Bypass the hub entirely, and go directly to PC, from both ports. None-of this changes anything? Do a bad-port appointment. * If bypassing the hub changes the behavior, contact Res-life for a new hub. * If swapping cables around makes the hub work, you have a bad cable, replace it. * Start over, treat the new symptoms. --There is no hub. Is there a room-mate with a working machine? If not, check antivirus-suite, and then do a bad-port apt. If so, swap ports but not cables with them. Which machine is now not working? Original works, Room-mates doesn't. (Bad port. Make appt.) Room-mates works, original doesn't. Swap Cables, too. Which machine is now not working? (original works roomates doesnt) Bad Cable. Replace it. Room-mates works, original doesn't Check the Card/Driver in device manager, then Goto Step 99 First Octet is 192.n.n.n or any other number. Check in network control panels for the presence of a network bridge. If it exists, delete it, and try again. Do an IPCOnfig /Release and IPconfig /Renew to make sure The address isn't a memory of their home-setup. Look in the Local Area Connection Properties to make sure the IP-address and/or the DHCP-server-address isn't coded in. If the User is sharing a hub with anyone, try turning off the other machines. If the user has wireless, disable it. If the User STILL has a 192 address after all that, then Goto Step 99 =============UNUSUAL CONDITIONS====================== *1 if the Physical address does not start with "00-something, then you're probably not looking at the address of the ethernet card, or the card is major-league screwed up. *2 If DHCP or Autoconfiguration is are not both set to YES, go to the network control panel, right click on the local area connection, go to "properties" "tcp/ip" "properties" set the radio-buttons for automatic address and DNS. *3 If the Default Gateway is not the same as the IP address with the last octet set to 1, or if the DNS server addressed are not those listed, or the DHCP server is not set to NETREG, then either the bad numbers are coded in statically, (see *2), the user has a network bridge set-up and is talking to himself, there is a virus/trojan screwing with the IP stacks, or some nearby user is running a router/gateway that's set up wrong. Check the IP settings. Delete any Network Bridges, Update the Antivirus settings, re-start. If the problem persists, make a remedy ticket, as it's probably an alien router. *5 User has 131 address. Ipconfig shows an gateway address that is the same as the user's IP address in the first 3 octets, with the last octet set to 1. Check on the chart to make sure that the subnet (third octet) belongs to the building they're in. If so, try pinging that gateway. If you get no response, wait at leats 120 seconds (2 minutes, minimum) and try again. If you still can't see the gateway, There is a network problem, of the "central-service-failure" variety. Make ticket, and call command center. =================Step 99==================================== Virus/Malware infestations can mimic any error condition. Look for the V-shield in the icon tray, right click on it, and choose "about viruscan enterprise". Check the version number of mcafee, and note the date of the antivirus file. Do an on-demand scan. Run Ad-Aware, update it if possible, otherwise, scan anyway. Scan with Spybot, and scan with Stinger. Check with My-Computer/Properies to see if Service Pack 2 is installed. If the user is missing any of these five Antivirus applications, (Mcafee Enterprise 8.n.n.n, Ad-Aware, Spybot, Stinger, Service-Pack-2) Then they need to be installed, user can come get a CD or schedule an antivirus apointment for the next available opening. In either case, set the remedy ticket to "pending user action" until the machine is either brought to the clinic, or the user reports that it's been scanned. If the machine still won't work at that point, change the ticket status to "assigned", and note the results of the devirusing attempt.