Connection Troubleshooting

Are you having a problem with your residence hall connection? Following are some things to try, but before you try anything else, simply restart your computer. That might fix the problem.

Do you have the correct address registered?

If you don’t have the exact correct address registered, the network connection won’t work. To make sure you have the correct address registered, go to the Room Connection page or contact Rescom. Note: Make sure you don’t have a wireless adapter registered.

Is your computer plugged into the correct jack?

The jacks in your room should be labeled; if they are not, the lower left is normally data jack A and the lower right is data jack B. If you don’t have a copy of your connection information, you can get one from your local ResCom helpdesk or visit the registration page. Select Show Existing Connections from the Request box and click Submit. This will show your connection information—print this out and verify that the building and room number is correct.

Check for personal firewalls.

Personal firewall software that is not configured properly can disable your connection. Common personal firewalls include Norton Internet Security, Zone Alarm, and McAfee Internet Security. Check the system tray (where the clock is, in the lower right-hand corner of the screen) for an icon for any of this software. If you find one, right click on it and check for an option like Unload or Exit. After closing the software, try your Internet connection. If it works, the firewall software you installed was causing the problem. Contact the software manufacturer for help in configuring the software properly.

Check that the connection is enabled.

Open the Run command by holding the Windows key and pressing the R key. Then type "ncpa.cpl" in the box and hit Enter.

  • If you see "Network Bridge" listed, delete it. It should be listed as LAN Connection or Local Area Connection. Verify that you have the correct address registered. If your address is different you’ll need to change it. Then reenter your IP configuration information.
  • Highlight LAN Connection or Local Area Connection, whichever is listed on your network connections list (don’t use the wireless connection). Right click on it and see if there is an option to Enable; if there is, click on it. If not, right click on the LAN Connection and select Disable. Then wait a few moments, right click on LAN connection again, and select Enable. You might have to reenter your connection information.

Is your connection locked out?

To check if your connection is locked out, visit the registration page. Select Show Existing Connections. There will be a line below your name that will say something like "User Was Locked out on 10/22/2012." If your connection is locked out, contact ResCom - we’ll need to re-enable your connection.

Reset Internet Explorer settings and clear history/cache.

Sometimes Temporary Internet Files and History can become corrupt and this can cause your web browser to not work properly. If you have an Internet Explorer icon on your desktop, right click on it and select Properties. If not, click on Start and then look for Control Panel. In the Control Panel, you should see Internet Options.

  • In the General tab, click on Delete Files. It may take a few minutes for this to complete. Then click on Delete Cookies. Click on the Clear History button. Last, click on the Settings button, and then click on View Files. Go to the Edit menu in the window that comes up and click on Select All. Press the Delete key on your keyboard and everything should clear out of that window. You can then close all of the open windows until you are back to the first Internet Options window.
  • Click on the Security tab. Click on each zone listed there (Internet, Local Intranet, Trusted Sites, Restricted Sites) and click on Default Level. This resets the security levels for all zones to their defaults.
  • Click on the Privacy tab. Click on the Default button if you can; if it is gray it’s already set to its default.
  • Click on the Connections tab. If any dial-up connections listed, make sure you have "Never dial a connection" selected. At the bottom of the page, click on LAN Settings. Click on OK.
  • Finally, click on the Advanced tab. At the bottom of the page should be a "Restore Defaults" button. Click on this, and then click on OK. Restart your computer and try browsing the Web again.

Verify that your cable is good.

Make sure you are using an Ethernet cable. It’s thicker than a phone cable, and the plug is wider and thicker than the ones on a phone cable. Something such as "CAT 5" or "CAT 5e" should be printed somewhere on the cable. If you have a roommate or friend who has a working connection, borrow their cable and plug it into your data jack and computer. If the connection works, there may be a problem with your cable. Sometimes just unplugging and plugging your cable back in can fix the problem.

If your connection still doesn’t work after you’ve tried these steps, contact Rescom.