Troubleshooting Connections

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How to Use This Guide

This guide to getting connected to the internet is divided into several steps. The instructions are based on using a computer running Windows. If the computer being used has a different operating system, the steps will need to be adjusted accordingly. The results of each step performed should be recorded, as that information may prove helpful in future steps.

Step 1: Get your computer’s IP address

1. Open a command prompt by selecting Start; then in the Run box (may require searching for “run”), type CMD and click OK.
2. At the command prompt, type ipconfig and press Enter.
3. Your PC’s IP address should start with 192.168.75.x or 10.x.x.x, not an autoconfiguration IP address that starts with 169.254.x.x (the x’s in these examples can be any number between 0 and 255).
4. If you are getting no IP address or an autoconfiguration address, type ipconfig /renew at the command prompt.
5. If you are still getting no IP address or an autoconfiguration IP address, reboot the computer and try again.
6. If you continue to get an incorrect address, repeat these steps on a different computer.
7. If the other computer works, go to step 11 and contact support.
8. If the other computer has the same problem, go to step 7.
9. If you get a correct address and the internet begins working, you are finished troubleshooting. If you get a correct address but the internet still isn’t working, proceed to step 2.

Step 2: Record your IP address information

1. Record the PC’s current IP address (keep in mind that over time this address may change).
2. Record the subnet mask (this can be found by typing ipconfig in the command prompt).
3. Record the IP address of the firewall. Also known as the default gateway, this can also be found by typing ipconfig in the command prompt. The IP address should also be on a label on the firewall itself. If it isn’t, create a label with the address and place it in a prominent place on the firewall.

Step 3: Ping the firewall

1. Use the IP address for the firewall (the default gateway) to do a ping test:
   1. At the command prompt, type ping x.x.x.x and press B (replace the x.x.x.x with the firewall IP address).
   2. If you are successful, you should see replies from the firewall’s IP address telling you how long the replies took, the number of packets lost, and other information.
   3. If you are not successful, you may see a “Destination host unreachable” or “Request timed out” message.
2. If you were able to ping the firewall, take note of the results and the number of packets lost, and then proceed to step 4.
3. If you can’t ping the firewall, go to step 7.

Step 4: Access the name server

1. At the command prompt, type nslookup www.google.com and press Enter.
   1. If you are unsuccessful, you should get a message that says “*** Can’t find server name for . . .: Timed out.” Otherwise, you are successfully accessing the name server.
   2. Either way, record the first address listed. If you can ping it, proceed to step 5. If you can’t ping it, proceed to step 9.

Step 5: Ping www.google.com

1. At the command prompt, type ping www.google.com and press Enter.
   1. If you are successful, you should see replies from Google’s IP address telling you how long the replies took, the number of packets lost, and other information.
   2. If you are not successful, you may see an “Unknown host unreachable” or “Request timed out” message.
2. If you were able to ping www.google.com, take note of the results and the number of packets lost, and then proceed to step 6.
3. If you can’t ping www.google.com, go to step 10.

Step 6: Browse to www.ChurchofJesusChrist.org

1. Launch Internet Explorer.
2. Type in the address www.ChurchofJesusChrist.org and press Enter.

Step 7: Verify that the firewall has power

1. Locate the firewall. If it is in a locked cabinet and you don’t have access to it, contact the local facilities management group or physical facilities representative to gain access.
2. Check to see that all connections are firmly attached and that the firewall is powered up.
3. Verify that the power light on the front of the firewall is lit green.
4. If the power light is on, proceed to step 8. If you have power to the outlet but the firewall’s power light is still not coming on, go to step 11.

Step 8: Verify that the firewall is connected to your network

1. Verify that one or more of the link lights (above the numbers on the firewall) are on. A light should be on for each device that is plugged into a port and is powered on.
2. If none of these lights are on, verify that there are cables connected to the back of the firewall in at least one of the local area network slots. Unplug and replug each cable into its slot.
3. Take note of which link lights are on.
4. If none of the link lights come on, proceed to step 11; otherwise, continue to step 9.

Step 9: Verify that the firewall is connected to the internet

1. Verify that the light above the WAN port is lit green.
2. If it is, go to step 11. If it is not, check the cable connecting the firewall to the internet service provider (ISP) modem.
   1. i. Disconnect the cable on each device, and reconnect it.
   2. ii. If the link light above the WAN port on the firewall still does not come on, proceed to step 10.

Step 10: Verify that the ISP modem has power

1. Check the power plug going into the ISP modem, and verify that it is connected properly and has power. The modem should have some lights on the front that are either on solid or flashing.
2. If the modem does not have power, plug into the outlet something else that you know works, or work with the facilities management group or physical facilities representative to verify that the outlet has power.
3. If the outlet has power but the ISP modem isn’t powering up, contact the ISP.
4. If the modem does have power, unplug the power cord and then plug it back in. Wait about five minutes, and then do the same for the firewall. Wait another few minutes before trying to use the service.
5. Check to see if the WAN light (described in step 9) comes on. If it comes on, verify that your service is now working by going back and completing step 1. (Only do this single step—don’t go through the whole process again.)
6. If you are still unable to connect to the internet, proceed to step 11.

Step 11: Contact Support

1. Contact your stake or district technology specialist.
2. If you are the technology specialist and you are still experiencing problems, contact IT Support.