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Troubleshooting



No network connection (but has previously worked)

  1. Check that your network cable is plugged into the network card in your computer and the data socket on the wall.
  2. Check that you have an IP address configured. Go to Start > Control Panel > Network Connections > double click on the Local Area Connection icon for your network card. Now click on the Support tab at the top of this window.  You should see an IP address, Subnet mask and Default Gateway entered here. If these details are entered in here, then your computer appears to be configured correctly. If your department has a departmental IP representative, contact them for assistance. Otherwise, contact Network Operations.

No network connection (has not previously worked)

  1. You need to request an IP address to configure on your computer to allow it to connect to the network. To do this, email hostadmin@ucl.ac.uk. Include your department and location. In some departments, these addresses are managed by the local IT Manager. Please check with your IT Manager if this is the case.
  2. Once you receive your IP address details, go to Start > Control Panel > Network Connections > double click on the Local Area Connection icon for your network card > Properties >highlight "Internet Protocol (TCP/IP)" > Properties. Now enter the IP details in here that you were provided with. Then click Close/OK on all the windows to apply the settings.
  3. If your connection still doesn't work, you data port may not be activated. make a note of the data socket number that you wish to use. The number will be in the format of xx/xx/xx. Request that your data port is activated by sending an email to nwg-ops@ucl.ac.uk and include this data socket number along with your department and location.

Email but no internet

  1. Check to see if you have a proxy server configured. If you are using Windows, go into the Control Panel > double click on Internet Options > Click on the Connections tab and click on LAN settings. Untick any options that are ticked in the window that appears. Click on the OK button in this window and the next OK button to apply the changes. Try to access the Internet again.
  2. If this still does not work, if you are using Windows, go into the Control Panel > double click on Internet Options > Click on the Connections tab and click on the Setup option. Follow the wizard through selecting to "Connect to the Internet", "Setup my connection manually" and "Connect using a broadband connection that is always on". Click Finish and see you if you can now connect to the Internet.

Internet but no email

Check to see if you have got the correct email server settings configured. See http://www.ucl.ac.uk/is/email/server_settings.php for details of this. 


Cannot connect to a website

This may be due to a failure at the web site or remote computer you area trying to access.

  1. Try accessing a different web site or computer to see if your connection is working. If you can access other sites, then your network connection is not faulty. Try step number 2. If you cannot access other web sites, your conputer's network connection would appear to be at fault. See the section above 'No Network Connection'.
  2. Try pinging the remote web site or remote computer. Go to Start > Run > cmd > press enter. In the window that appears, type "ping" followed by the address of the web site or computer you are trying to access. Press enter. If you see some replies appearing on the screen in the format "Reply from 144.82.100.130: bytes=32 time<1ms TTL=254" then the remote site is alive and receiving requests. If you see a message saying the "Request timed out" then either the remote host is not responding or ping requests may be blocked to that host. If you have tried step 1 in this section and you are able to access other web sites and computers, it is most likely that the web site you are trying to load is having problems or that there is a problem with the remote computer you are accessing, try again in a while.