Troubleshooting Connections Issues

Right handed users: Where you are asked to 'click' this means using the left hand mouse button, where you need to use the right hand mouse button this will be written as 'right click'. The left hand button is used to select items if using a single click and activate an item if you double click. Using the right hand mouse button will result in a menu opening.

Left handed users: The above may be reversed for you depending on how your computer has been set up.

If you cannot access the internet please use this tutorial before contacting technical support:

NOTE: If you are reading this on a laptop/another computer/a print out of the page; please start at Step One. If you are reading this page on your own computer please complete Step One then jump go to Step Four.

Step One

Click 'Start' --> 'Run'.

In the box type 'cmd' (without the speech marks) and click the 'OK' button.

A new window; referred to in the rest of this tutorial as the 'terminal', will open.

There will be a flashing cursor at the end of a line that reads (%yourusername% being replaced by the username you log on with):

C:\Documents and Settings\%yourusername%>

This will be where you type.

Step Two

In the terminal type the following and press return/enter:

ipconfig

You should see:

Ethernet adapter Local Area Connection:

 Connection-specific DNS Suffix  . :
 IP Address. . . . . . . . . . . . : 192.168.0.4
 Subnet Mask . . . . . . . . . . . : 255.255.255.0
 Default Gateway . . . . . . . . . : 192.168.0.200

The line 'IP Address' should correspond to the label on top of your PC.

NOTE: If you do not see the above contact technical support, if you do move on to the next step.

Step Three

In the terminal type the following and press return/enter:

ping 192.168.0.200

You should see:

Pinging 192.168.0.200 with 32 bytes of data:

Reply from 192.168.0.200: bytes=32 time<1ms TTL=64
Reply from 192.168.0.200: bytes=32 time<1ms TTL=64
Reply from 192.168.0.200: bytes=32 time<1ms TTL=64
Reply from 192.168.0.200: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.0.200:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
   Minimum = 0ms, Maximum = 0ms, Average = 0ms

Note: If you see the above move on to Step Three, if you see the following contact technical support:

Pinging 192.168.0.200 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 192.168.0.200:
  Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Step Four

In the terminal type the following and press return/enter:

ping 10.0.0.1

You should see the following:

Pinging 10.0.0.1 with 32 bytes of data:

Reply from 10.0.0.1: bytes=32 time<1ms TTL=253
Reply from 10.0.0.1: bytes=32 time<1ms TTL=253
Reply from 10.0.0.1: bytes=32 time<1ms TTL=253
Reply from 10.0.0.1: bytes=32 time<1ms TTL=253

Ping statistics for 10.0.0.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 0ms, Average = 0ms

C:\Documents and Settings\%yourusername%>

Note: If you see the above move on to Step Four, if you see the following contact technical support:

Pinging 10.0.0.1 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 10.0.0.1:
  Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Step Five

In the terminal type the following and press return/enter:

ping www.google.co.uk

You should see similar to the following; the string of numbers may be different this is OK:

Pinging www.l.google.com [173.194.36.104] with 32 bytes of data:

Reply from 173.194.36.104: bytes=32 time=30ms TTL=56
Reply from 173.194.36.104: bytes=32 time=31ms TTL=56
Reply from 173.194.36.104: bytes=32 time=30ms TTL=56
Reply from 173.194.36.104: bytes=32 time=30ms TTL=56

Ping statistics for 173.194.36.104:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
   Minimum = 30ms, Maximum = 31ms, Average = 30ms

Or you may see:

Pinging 192.168.0.200 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 192.168.0.200:
  Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Regardless of which of the above responses you get contact technical support.