Problem Solving

If your ResNet connection is not working then it will be due to one of three things: the computer, the network cable or the network socket.

Check that your RJ45 network cable has been inserted securely into the network card from the network socket in your room, taking care not to damage the network socket.

Check to see if you have any flashing lights (green/yellow colour) on the back of your network card. If you don't have any lights on your network card then you don't currently have a network connection. Note: some laptops do not have lights on their network cards.

How do I check if the fault is with the network socket?

If there is no visual damage and you have a problem connecting, please work though our room connection instructions.  The most likely cause of connection difficulties is the configuration of your PC or laptop.Please follow the steps below to check your configuration.

If you are unable to get a connection using the network outlet in your room - check to see if your laptop/PC works when connected to a flatmate's network socket. If you are still unable to connect ask your flatmate to plug their laptop into your room socket. This will help identify the problem:

• My laptop still doesn't work when connected to my flatmate's network socket - the most likely cause is a configuration issue with your equipment. Work through the steps below to diagnose the problem.
• My laptop connected no problem when connected to my flatmate's network socket - Report the fault to ICS Service Desk

If your network cable or socket is visibly damaged then please report it to ICS Service Desk.

If there is no visual damage and you have a problem connecting, please work though our room connection instructions.

The most likely cause of connection difficulties is the configuration of your PC or laptop. Please follow the steps below to check your configuration.

The Internet Protocol (TCP/IP) must be installed and configured to obtain its settings automatically via DHCP.

To check the protocols are installed in Windows:

• Click on Start, then on Control Panel, then on Network and Internet Connections and then on Network Connections. This shows a list of networking software installed on your PC.
• Double click on Local Area Network and then click on the Properties button.
• Check you have a component called Client for Microsoft networks in the list and that there is a tick next to it.
• If you don't, click on Install, then on Client, then Add, then Microsoft, and then Client for Microsoft networks.
• Click on OK.

• Check that you have a component called TCP/IP in the list.
• If you don't, click Install, then on Protocol, then Add, then Microsoft, and then on TCP/IP.
• Click on OK.

• If you have TCP/IP in the list, click on TCP/IP and then click on Properties.
• The University network system automatically assigns the correct TCP/IP settings to your computer.

Check that your computer is configured to use DHCP by ensuring that;

• The IP Address is set to "Obtain an IP address automatically".
• The WINS Configuration should be set to "Use DHCP for WINS resolution".
• The Gateway should be left blank.

Check that you have an IP address assigned to your computer:

• First, open a DOS (command) prompt window
• Windows XP or Vista: Click on Start and then on Run.  Windows 7: Select Start menu and enter cmd in the search box.
• When prompted to Open: type in cmd
• Then you need to type: ipconfig/all
• Several lines of text will appear in the command box - look to see if an IP Address of the form 134.36.x.x appears - if it does this means you are getting a valid IP address.

Check the configuration of any personal firewalls to ensure that they are not blocking access.

You will need to remove any web proxy settings:

• Click Start, then on Control Panel
• Click on Network and Internet Connections and then on Network Connections
• Double-click Internet Options and click on the Connections tab
• Click on LAN Settings and deselect the box labelled "Use a proxy server for your LAN"

This probably means that your Internet browser has not been configured to use the ResNet connection and is set to dial up using a modem. In Internet Explorer, this can be fixed by:

• Go to the Tools and select Internet Options
• Select the Connections tab, make sure the 'Never dial a connection' options is selected.
• Click OK.

Your computer may be infected by a virus or spyware. There is no need to panic, but you need to take these problems seriously and ‘clean’ your computer as soon as possible.

If you think you have a virus, you must disconnect your computer from the wall network socket immediately and virus scan all your files and folders (including on external media) to ensure the virus is safely removed before reconnecting. NB If you fail to do so you will be disconnected from the University network.

Further information is available using our anti - virus guide.

Firstly - check that the cable is not loose or has become damaged. If you believe that your network connection is damaged or faulty please report this to ICS Service Desk. NB - there may be a charge for any damage caused by you.

You may have been disconnected for one of the following reasons:

• Your computer is causing disruption to ResNet due to virus infection
• There has been contact from a copyright holder informing us of a breach of copyright - i.e. illegal file sharing or downloading of copyrighted material.

You usually cannot connect directly to an e-mail account run by an external Internet Service Provider (ISP) via your room connection unless it uses a webmail interface.