Click on a flowchart shape to see more information about each step.
This flowchart will help troubleshoot a direct connection to
the Internet. It is helpful to know where the router and CSU/DSU are when troubleshooting.
Are multiple workstations affected? Can any workstations access
the Internet? If none of your workstations can get a connection, then the connection
could be down or the main switch (if you have a switch that all workstations connect)
could be having problems. If only some workstations cannot get a connection, then
most likely the main Internet circuit is up but maybe a hub or even the workstations
themselves are having problems.
If the problem is happening on only one workstation, then the
problem probably exists on that machine and not in the connection itself. Check
the machine's configuration, cables and hardware to make sure everything is properly
set up.
Are all workstations affected or just some workstations? If
only a few are affected then at least that indicates the Internet connection is
up.
If all workstations are having problems then the connection
is down or something is preventing the workstations from getting to the router,
perhaps a faulty switch or hub. Cabling could have been cut or bumped loose. If
all internal equipment is functioning, then the Internet connection could be down.
Contact MOREnet Technical
Support for assistance.
If all of the workstations cannot connect to the Internet then
a good idea is to reset power to the router and DSU. This is not complicated,
but to do this you will need to know where the equipment is. The router for a
MOREnet connection is a grey box (not quite square) that is marked with the Cisco
brand name. The DSU may vary, however. Some are black boxes that were made by
BAT Electronics. Others are tan and were made by Adtran or Motorola.
Once you have located the equipment, unplug the router and DSU from the power
supply. Wait about 10 seconds and then plug them back in. The router and DSU may
take a few minutes to synchronize with the MOREnet network. While doing so, they
will go through a power-up cycle during which the lights will flicker on and off
frequently. After a few minutes, try to access the Internet.
If the connection is still down, contact Technical
Support to report the problem. There might be a possible circuit problem or
equipment malfunction that needs to be resolved.
If the connection comes back up after the equipment has been
reset, then it could have been due to a power fluxuation or the router being stuck
in a loop.
Try to ping the serial side of the router. Instructions on
how to use a ping utility can be found in the MOREnet document Ping
and Traceroute.
If the ping is successful, then you are communicating with the router and nothing
within your network is blocking your access to the Internet. For some reason,
if you cannot ping the router, the router is malfunctioning or a problem within
your network is hindering your access.
The router, DSU or even a hub or switch might be malfunctioning.
If a hub or switch or other network device is malfunctioning, it may need to be
replaced or repaired. If a MOREnet router or DSU is malfunctioning, contact MOREnet
to have the equipment repaired or replaced.
Try to ping an address outside of the router. For example,
http://www.yahoo.com, http://www.more.net
and http://www.google.com
are all good addresses to try. You may also want to ping some direct IP addresses:
64.58.76.224 (http://www.yahoo.com), 198.209.253.169 (http://www.more.net) or
216.239.35.101 (http://www.google.com).
There may be a problem with a circuit provider. MOREnet will
need to contact the telephone company and find out if there is a problem with
the circuit.
The problem could exist with Internet circuits or equipment.
Call Technical Support
to report the problem.
