High-Speed Internet Troubleshooting

1. The guest should plug his or her laptop into the network before booting.

2. The guest should open Internet Explorer, Netscape, or other browser first. Trying to access other services such as email, VPN, AOL, or other software programs prior to opening a web browser may not function.

3.The guest’s home page must not be set to a secure web page or company intranet site. Always have the guest try and visit a standard website. (i.e www.yahoo.com, www.cnn.com etc.)

Troubleshooting:

1.Ensure all cabling is correct.
**Guests must be using an Ethernet/CAT5 cable. A phone cable from their computer to wall jack or receptacle is not sufficient and will not work.

A. DSL properties:

I. If your hotel has a DSL modem in each room, ensure the modem's AC Adapter is plugged in and the power light is on.

II. Ensure that their is a phone cable running from the modem to the wall jack.

III. Have the user plug directly into the modem with their ethernet cable.

B. Ethernet Properties

1.Ensure the guest has an ethernet cable running from their ethernet card to the wall jack.

2.Check IP address: Valid Range and Operating System:

A.The IP address the guest will receive should be in the following range: 10.71.x.x.

B. Determine, if possible, the operating system (Windows 98/NT/2K/ME/XP).

C. If the IP address is in the valid range, close window and open Internet Explorer.

2.1. Release and Renew address based on Operating System: Windows 95/98/ME:

A. Click on “start”
B. Click on “run”
C. Type in "winipcfg” and Click “ok"
D. IP Configuration Window (see figure 2.1)

I.In the dropdown, select the ethernet adapter (not PPP or AOL).
II. Click “Release"
III. Click “Renew"
IV. Check to see if IP is in your valid range (see point #2A– Check IP address.
V. If IP is not in valid range – check cabling or call tech support to ensure server is working properly.

Figure 2.1



2.2. Release and Renew address based on Operating System: Windows NT/2K/XP

A. Click on “start
B. Click on “run
C. Type in "cmd” and Click “ok" (see figure 2.2)

D. Command Window
I. Type "Ipconfig/release” (see figure 2.3)

II. Type "Ipconfig/renew” (see figure 2.4

III. Check to see if IP is in your valid range (see point #2A– Check IP address)

IV. Media state disconnected Error: This means the network card does not sense the presence of another network device. Check cabling.

V.DHCP server unreachable: This error means the laptop is unable to obtain an address from the server. Possible causes may include partially faulty cabling, the user has a firewall installed on their laptop, or the DHCP services are not running on the server. Check cabling, Call tech support to verify server is operating properly or to help guest disable firewall.

VI. No Adapter in state permissible: This error means the laptop is statically configured with an address. Guest should have their laptop set up for Dynamic Configuration to work best.

Figure 2.2


Figure 2.3



3. Browser configurations

A. Right click on Internet Explorer and click Properties (or go to tools, then Internet Options if you have IE open already) Figure 3.1.

B. Click the “connections” tab.

C. Ensure setting is on “never dial a connection” (best) or “dial whenever a network connection is not present".

D. Click “LAN settings” button.

E. Checkmark “automatically detect settings” (figure 3.2).

F. Uncheckmark “auto configuration script".

G. Uncheckmark “Use proxy".

Figure 3.1


Figure 3.2