TT Reported Problem – Instructions for a shared Data/Phone network.

Tier1 or Tier2 Support:

FAST Discovery:

1. Ask if it’s just one computer not connecting to internet.
2. Ask if the computer was just moved or were there any changes made at that desk.
3. Ask if the computer is plugged into the phone or wall jack.
4. Ask the client to check all connections.

Troubleshooting Steps:

1. If the computer is plugged into the phone and the phone works and the computer does not, issue refer to ML.
2. If the computer is on WiFi refer the issue to ML.
3. If the computer is connected to the physical network (phone or wall jack) then ask the client to do an IP release and renew and then test the internet.
4. If the computer still does not get on the internet ask the client to go look at the D-Link and or switch and note the LAN lights that are blinking. (They are numbered).
5. Now ask the client to remove the network cable from the back of the computer.
6. The client now needs to see which light on the D-Link or and Switch is now turned off and take note.
7. If no light is now turned off the computer is not physically connected to the LAN and this ticket needs to be moved to Tier3.
8. If the client can locate the port that is now un-lit by referring to the notes regarding the LAN lights, have the client move the network cable that runs to the unlit port to a different port.
9. Now the client needs to plug the network cable into the back of the computer.
10. You must perform an IP Address release and renew and check to see if the computer gets internet.
11. If the computer still does not get internet reboot the router but not the modem. (Tell them to warn everyone that the internet and phones will go down for about 47 seconds.)
12. If the computer still does not get internet move ticket to Tier3.

Further Resources:

Resource – Fix DHCP for Local Area Connection on Computer

Resource – Command Ipconfig – Renewing IP Addresses on Computer.