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Troubleshooting connections to meetinghouse Internet


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This document is provided to help members and users troubleshoot meetinghouse Internet connection problems.

How to use this guide

This guide is divided into several tests. The results of each test that you perform should be recorded as it may prove helpful in future steps.

The document focuses on how to perform the steps using a computer running Windows XP. If you are using a computer with a different operating system, you will need to adjust the steps accordingly.

Step 1: Are you getting an IP address?

  • Open a command prompt (Start -- Run: CMD and click on OK
  • At the command prompt type: ipconfig and hit enter
  • Your PC’s IP-address should start with 192.168.75.x OR 10.x.x.x, not an autoconfiguration IP address--169.254.x.x (x’s in each of these examples can be any number between 0 and 255).
  • If you are not getting an IP address or are getting an autoconfiguration address, type: ipconfig /renew.
  • If you continue to not get an IP address or an autoconfiguration IP address, reboot the computer and try again.
  • If you continue to get an incorrect address repeat these steps on a different computer.
  • If the other computer works, go to step 11 and contact support.
  • If the other computer has the same problem, go to step 7.
  • If you get a correct address and the Internet begins working, you're good to go. If you get a correct address and the Internet still isn’t working, proceed to step 2.

Step 2: Record your IP address info

  • Record the current IP address of your PC (keep in mind that over time this address may change).
  • Record the subnet mask (this can be found by doing an ipconfig as above).
  • Record the IP address of the firewall. Also known as the default gateway, this can also be found by doing an ipconfig. It should also be shown on a label on the firewall itself.

Step 3: Can you ping the firewall?

  • Use the IP-address for the firewall/default gateway to do a ping-test:
    • At the command prompt, type: ping x.x.x.x and hit enter (replace x.x.x.x with the firewall/default gateway IP address)
    • If you are successful, you should see replies from the firewall's IP address telling you how long the replies took and packets lost (among other things)
    • If you are not successful you may see Destination host unreachable or Request timed out.
  • Take note of the results and the packet loss.
  • If you can’t ping the firewall go to step 7. If you can ping the firewall proceed to step 4.

Step 4: Can you access the name server?

  • At the command prompt, type: nslookup www.google .com and hit enter
    • If you are unsuccessful, you should get a message that says *** Can't find server name for...: Timed out. Otherwise, you are successfully accessing the name server.
    • Either way, record the first address listed. If you can ping it, proceed to step 5. If you can't ping it, proceed to step 9.

Step 5: Can you ping www.google.com?

  • At the command prompt, type: ping www.google.com and hit enter.
    • Like before, ff you are successful, you should see replies from Google's IP address telling you how long the replies took and packets lost (among other things).
    • If you are not successful you may see Unknown host unreachable or Request timed out.
  • Take note of the results and the packet loss.
  • If you can ping www.google.com, proceed to step 6. If you can't, go to step 10

Step 6: Can you browse to www.lds.org?

  • Launch Internet Explorer
  • Type in the address: www.lds.org and click enter

Step 7: Does the firewall have power?

  • Locate the firewall (Cisco PIX 501 or ASA 5505). It is about the size of a piece of paper folded in half and a few inches thick. If it is in a locked cabinet and you don’t have access, contact the local Facility Manager or Facility Representative
  • Check to see that all connections are firm and that you have power to the outlet.
  • Verify that the power light on the front of the firewall is lit green.
  • If the power light is lit proceed to step 8.
  • If you have power to the outlet but the firewall’s power light is still not coming on, go to step 11.

Step 8: Is the firewall connected to your network?

  • Verify that one or more of the link lights (top row of lights on the firewall above the numbers) are on. There should be a light on for every cable plugged in to the ports.
  • If none of these lights are on, verify that there are cables connected to the back of the firewall in at least one of the slots labeled with numbers 1 or higher. Unplug and replug each cable into its slot.
  • Take note of which link lights are on.
  • If none of the link lights come on proceed to step 11, otherwise continue to step9.

Step 9: Is the firewall connected to the Internet?

  • Verify that the light above the “0” label is lit green.
  • If it is, go to step 11. If it is not, check the cable connecting the firewall to the Internet service provider's (ISP's) modem.
    • It should be connected to the firewall’s slot labeled with a “0”.
    • Since many sites have different ISP modems, this equipment will look different from site to site, but should be about the same size as the firewall.
    • Disconnect the cable on each device and reconnect it.
    • If the link light above the “0” label on the firewall does not become lit, proceed to step 10.

Step 10: Does the broadband modem have power?

  • Check the power plug going into the ISP modem and verify that it is well connected and has power. The ISP modem should have some lights on the front that are either on or flashing.
  • If the ISP modem does not have power, plug something else that you know works into the outlet or work with the Facilities Manager or Facilities representative to verify the outlets have power.
  • If the outlets have power but the ISP modem doesn’t power on proceed to step 11.
  • If the ISP modem does have power, unplug the power and then plug it back in. Wait about 5 minutes and then do the same for the firewall, waiting a few minutes prior to trying to use the service.
  • Check to see if the proper lights (described in step 9) come on. If they come on verify that your service is now working by going back to step 1. (Only do this single step – don’t go through the whole process again.)

If you are still unable to connect to the Internet proceed to step 11.

Step 11: Contact Support.

  • Contact your Stake Technology Specialist (STS).
  • If your STS is not available or you are the STS and you are still experiencing problems, contact the Global Service Center.
This page was last modified on 26 August 2011, at 12:29. This page has been accessed 1,515 times.

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