Wired and Wireless Connection Troubleshooting Guide

Because troubleshooting network connection issues can be difficult to resolve, we have provided a series of commands that you can run to help with the diagnosis of your wired or wireless connection problems.

You may have already tried to ping a location, but Rensselaer does not allow ICMP pings used by trace route to enter or leave campus. The ping command can be used as a denial of service tool.

You can use these commands for both wired and wireless connections. Ideally, this information is most useful if it is collected once when the (wired or wireless) connection is working, and then again when it is not working.

Via a wireless connection

Make sure that you are attempting to connect to the RPI wireless service RPI_WPA2. If this is the Service Set Identifier (SSID) that you are connecting to and you get an authentication failure, you should check your RCS userID account and password to be sure that it is working correctly. If you have not updated/changed your password recently, doing so may resolve the authentication problem.

Windows users should run the following commands and then email the output file to the Help Desk consultants.

From the Start menu, type in cmd in the Search programs and files option directly above the Start option. This will open a window that will allow you to enter the following commands:

date /t >> helpdesk1.txt
time /t >> helpdesk1.txt
ipconfig /renew
ipconfig /all >> helpdesk1.txt
arp -a >> helpdesk1.txt
netstat -esr >> helpdesk1.txt
netstat -na >> helpdesk1.txt
nbtstat -n >> helpdesk1.txt
net use >> helpdesk1.txt
net user >> helpdesk1.txt
net view >> helpdesk1.txt
nbtstat -S >> helpdesk1.txt
netsh interface ipv6 show route >> helpdesk1.txt
netsh interface ipv6 show neighbors >> helpdesk1.txt
date /t >> helpdesk1.txt
time /t >> helpdesk1.txt

Use Windows Explorer to find the output file in C: Users\userID\helpdesk1.txt , then e-mail this file to the Help Desk consultants. (Please note that "userID" in the above command refers to your own specific Rensselaer userID.)

To run this as a script, create a file containing the above commands and save it with a .bat extension. This information will help the Help Desk staff resolve the problem.

Via a wired connection

To run this troubleshooting process via a wired connection, turn off your wireless adapter, then plug your laptop into a wired port and run the commands.