Troubleshooting Network Issues

Issue

This article describes troubleshooting steps users can take to resolve Internet connectivity issues.

On This Page

• Windows
  • Wired Network Connection
  • Wireless Network Connection
• macOS
  • Wired Network Connection
  • Wireless Network Connection

Windows

On-campus, users typically have two options for connecting to the network: Wired (or Ethernet) and DuqNet wireless (or Wi-Fi).

On Windows computers, you can view the status of your network connection by looking in the lower-right hand corner of your screen for the network connection icon. It will typically appear as one of these symbols:

The icon of a computer with a rectangular cable in its upper left-hand corner indicates a wired network connection. This symbol states that the network connection is working if there are no warning symbols beside it.

The icon of three semicircles adjacent to a dot (also called the "Wi-Fi symbol") indicates a wireless network connection. It will appear as a solid image with anywhere from 1 to 3 bars if the network is connected.

The icon of the globe with a "stop" symbol in its lower right-hand corner indicates no network connection.

Wired Network Connection

1. Try unplugging the Ethernet cable and plugging it back in on both sides, if possible
   • The Ethernet cable looks like a phone cable with a rectangular ending:
     
2. Try restarting your device
   • If you are at home, you can also try unplugging your router and plugging it back in.
3. Right-click on the network connection taskbar icon (as depicted in the first section) and click "Troubleshoot problems"
4. If you are:
   • On-campus and still having network connectivity issues, report an issue with the Wired Network service request form; to expedite your service request, note the troubleshooting steps you have already taken in the ticket.
   • Off-campus and still having network connectivity issues, contact your Internet Service Provider

Wireless Network Connection

Try forgetting your WiFi network and reconnecting to it. Here's how to do it:

1. Click the Network taskbar icon in the lower right-hand corner, usually appearing as an empty Wi-Fi symbol
2. Right click on your wireless network and click Forget
3. Click on your wireless network again and attempt to connect to it

If forgetting the network does not work, try right-clicking on the network taskbar icon and clicking "Troubleshoot problems."

If that does not work, try restarting your machine. If you are off-campus, you can also try unplugging your router and plugging it back in.

If you are:

• On-campus and still having network connectivity issues, report an issue with the Wi-Fi Network service request form; to expedite your service request, note the troubleshooting steps you have already taken in the ticket.
• Off-campus and still having network connectivity issues, contact your Internet Service Provider

macOS

Wired Network Connection

1. Try unplugging the Ethernet cable and plugging it back in on both sides, if possible
   • The Ethernet cable looks like a phone cable with a rectangular ending:
     
2. Reset the computer's network settings. Click on the network icon in the menu bar, select "Open Network Preferences," and then select "Advanced" from the bottom right. Click on the "TCP/IP" tab, and then select "Renew DHCP Lease."
3. Try restarting your machine
   • If you are at home, you can also try unplugging your router and plugging it back in.
4. If you are:
   • On-campus and still having network connectivity issues, report an issue with the Wired Network service request form; to expedite your service request, note the troubleshooting steps you have already taken in the ticket.
   • Off-campus and still having network connectivity issues, contact your Internet Service Provider

Wireless Network Connection

1. Check the WiFi icon in the menu bar to ensure that the computer is connected to the WiFi network. If the icon is grayed out, click on it and attempt to reconnect to DuqNet (or your home wireless network).
2. Try removing your wireless network and readding it, as per the instructions in How To: Connect a Computer to DuqNet
3. Reset the computer's network settings. Click on the WiFi icon in the menu bar, select "Open Network Preferences," and then select "Advanced" from the bottom right. Click on the "TCP/IP" tab, and then select "Renew DHCP Lease."
4. Restart the computer.
   • If you are at home, try unplugging your router and plugging it back in.
5. If you are:
   • On-campus and still having network connectivity issues, report an issue with the Wi-Fi Network service request form; to expedite your service request, note the troubleshooting steps you have already taken in the ticket.
   • Off-campus and still having network connectivity issues, contact your Internet Service Provider