FAQs: WANA Troubleshooting

Problems with WANA Fall into Three Categories
How to Troubleshoot Hardware Problems
How to Troubleshoot Software Configuration
How to Troubleshoot Network Problems

Problems with WANA fall into three categories

Hardware

Software configuration

Network

Here are some simple procedures to help you isolate what the problem might be and how to fix them.

How to Troubleshoot Hardware Problems

Is the link light on?

On many computers, there is a light next to the ethernet jack on the Network Interface Card (NIC) known as a link light. This light comes on when the NIC detects a connection to the network. If the link light isn't on try the following:

Check your ethernet cable. Modem and ethernet cables are similar. However, the plugs on the ethernet cable (also known as a CAT-5 cable) have 8 pins. The modem cable plugs have either 4 or 6 pins. These cables are not interchangeable! If in doubt, compare the plug on your network cable to the plug on your phone cord. If they are the same size, you don't have a network cable.
Make sure you plugged the ethernet cable into the network jack. The phone and network jacks are similar in appearance. The phone jack has a picture of a phone next to it and is usually at the top of the wall faceplate. The network jack has a picture of a computer next to it.
Try a different network port. Not all network ports in a room or apartment may be active. If you've tried every port and none of them seem to work, call the Campus Help Desk (1-4000) to report the problem.

How to Troubleshoot Software Configuration

Not Getting an IP address - DHCP not Configured Properly

In order to use WANA, your network software must be configured to use Dynamic Host Configuration Protocol (DHCP). Verify your network settings by checking the Network control panel (Windows) or the TCP/IP control panel (Macintosh).

Caching Problems

Sometimes when you try to bring up a web page, the page comes up just fine but when you click a link from that page, nothing happens. This happens because your web browser has cached (stored) the page on your hard drive and rather than going over the network to load the page, has loaded the cached copy. Fix this problem by opening your web browser preferences and clearing the disk cache. There is also a setting about loading pages every time. Turn this on.

Proxy Turned on in Browser

Having a Proxy server setup in your web browser may cause a problem with your Internet connection. Example: You could be connected to the Internet but you are unable to browse the web. If you are on campus you should not need to have a Proxy setup in your web browser for Campus Resources, like the Marriot Library's Electronic Journals. Check to see if you have any Proxy server settings.

How to Troubleshoot Network Problems

Problems Obtaining an IP Address - Release/Renew

If you are having problems obtaining an IP address, do a 'release and renew.'

Windows Clients

Go to the Start button, choose Run and type cmd or command, then click OK. A command window will open. Type ipconfig /release and push the Enter key, then type ipconfig /renew. If you get an IP address starting with 169, then you are not connecting to our DHCP server. Contact the Campus Help Desk at 581-4000.

Macintosh Clients

OS 9.2: Go to the Apple Menu > Control Panels > TCP/IP. The TCP/IP window will open. Under the Configure drop down select Manually, then close the window. You will be asked to Save, Cancel, or Don't Save: choose Save. This will close the TCP/IP control Panel. Go to the Apple Menu > Control Panels > TCP/IP. The TCP/IP window will open. Under the Configure drop down select Using DHCP Server, then close the window and select Save.

OS X: Go to System Preferences and select Network. Select the TCP/IP tab. Under the Configure drop down, select Manually and click the Apply Now button. Under the Configure drop down select DHCP and click the Apply Now button. You should get an IP address. If you get an IP address starting with 169, then you are not connecting to our DHCP server. Contact the Campus Help Desk at 581-4000.

Unable to Open any Web Pages

Check to make sure that you have any Internet connection by checking your IP Address. Check to and see if you have any Proxy server settings.
Clear the cache in the web browser. Type in an IP address of a website: http://155.97.155.10 (the University's Home Page). If you have a Firewall, make sure that the web browser is allowed through. Release and renew the IP address.

Don't get WANA Login Page

Check to make sure that you have any internet connection by checking your IP Address. Check to see if you have any Proxy server settings. Clear the cache in the web browser. Type in the URL of another website other than your homepage or type in an IP address of a website: http://155.97.155.10 (the University's Home Page). If you have a Firewall, make sure that the web browser is allowed through. Release and renew the IP address.

How to Check your IP Address for WANA

Windows Clients

Go to the Start button > Run and type cmd or command, and click OK. A command window will open. Type ipconfig /release and push the Enter key, then type ipconfig /all . You should have an IP address starting with 155...

Macintosh Clients

OS X: Go to System Preferences, select Network. Select the TCP/IP tab. In the IP Address field you should have an IP address starting with 155.. .

OS 9.2: Go to the Apple Menu > Control Panels > TCP/IP. The TCP/IP window will open for your IP Address. You should have an IP address starting with 155...

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