Network Wifi troubleshooting – Iliff School of Theology - Frequently Asked Questions

Issue with service Provider?

If you are not getting any webpages but show status lights on your home router and WiFi connection on your computer, the issue may be caused by the service provider.
Use your phone and data connection to check the service providers website or call them to check for an outage in your area.
Refer to the "Mobile Hotspot" FAQ to use your phone as a internet connection until the service is returned.

Issue with home Router or modem?

If you are not getting any webpages or a slow response, your router may be the cause.
Check to see if you can ping your router
- open a terminal or command prompt and see if you can ping your router
  - ```
  use the PC command: ipconfig
```
```
  use the MAC command: netstat -nr | grep default
```
- This will give you the ip address for your router (default gateway)
- Use the command: ping (default gateway IP address)
  - - ```
    ex: ping 192.168.1.1
```
- If you can ping then you have a connection and may just be dealing with a slow connection.
Check the lights on your router and do a speed test using the website address under "Slow Connection"
- If lights are red or not lit like normal, unplug router for 10-30 seconds and plug back in
- If speed test does not connect or gives you lower speeds then normal, unplug router for 10-30 seconds and plug back in
- Restarting your router may take up to 5 minutes before you could have a connection again

Working too far from the Wireless Router?

If you notice some speed issues and see that your connection does not have many bars, you may be too far from your router.
- If you have a dual band router, try changing to 2.4 Ghz because it has a larger range then the 5 Ghz does
- If you continue to have issues, you may want to think about adding a range extender. There are many available on the market (here is one available on Amazon)

Slow Connection?

1. Check your connection speed using the following website

https://www.speedtest.net/

2. Are you connected to VPN? If so the issue may be on the Iliff network side.

Disconnect from VPN and see if the issues continue

3. Check the Tx (transmission rate) for your router to your wireless device.

Mac: This can be done by holding the option button while clicking on the WiFI icon on the top
- This will give you a section that shows information about your connection
PC: Settings->Network and Internet->Change adaptor properties
- Once the adaptor settings are open, double click on the wireless adaptor and it will open a dialog box with information containing your Tx speed
If Tx speed is low and you have 2.4 Ghz and 5 Ghz connections, try switching to the other network. 2.4 Ghz has better range but can get interference from microwaves and wireless devices around your house.

4. If your connection continues to have issues after switching between 2.4 Ghz and 5 Ghz, you can try changing the channels on your wireless router settings.

Start by logging into your router. (These instructions will be for an Asus router but you can search specific instructions for the type of router you have)
- Xfinity router instructions
Select wireless or Wi-Fi from your options menus
Once in the wireless menu, find the space where it talks about Channels
Select a different channel from the drop down

5. Restart your router