A computer network is a complex organism, and its functionality depends on many compnents and systems. Occasionally any of these can fail. When this happens, we're interested in restoring the network as quickly possible -- probably as interested as you are.
In the interest of this, we've put together this document based on all our experience so far. Over half of our support calls are solved by the few simple steps outlined below. More often than not, you'll be able to restore network connectivity quickly and easily on your own.
The most common problem seems to be a lock-up of the piece of equipment that translates your network traffic into radio signals. For some customers, this is a small blue box (bridge) that is connected on one side to ethernet, and on the other to co-axial cable leading to the antenna. For others, it is a network card in the computer that connects directly to the antenna.
To reset a bridge: unplug it, wait a few moments, and then plug it back in. Never hit the recessed 'reset' button on your bridge.
To reset a network card: reboot your computer.
Customers with a router should reset the router as well as the bridge. To reset a router: unplug it, wait a few moments, and plug it back in.
Unfortunately, today's most popular operating systems (while feature-rich) are not as reliable as they could be. Often network connectivity issues can be solved simply by rebooting the computer.
DHCP stands for 'Dynamic Host Configuration Protocol'. This is a method for configuring a computer's network settings over the network. It allows your computer to obtain it's address and other critical network settings automatically from Nedernet's servers so that you don't have to be responsible for keeping track of all these settings yourself.
Windows 95/98/ME (attached)
Windows 2000 (attached)
Windows XP (attached)
Macintosh OS 9/10
Macintosh OS X
Keep in mind that the most important part of your connection is your antenna. Has it been blown over, buried in snow, or become host to a family of birds?
Of course, sometimes network problems aren't solved by any of the steps above. In these cases, it's almost certainly time to call us. When you do call, our support will be quickest and most effective if you have a few bits of information ready. The following things are what we will almost always want to know first, as soon as we're on the phone with you:
We'll want to know which lights are lit on your bridge. Ideally, both the 'WAN' and 'LAN' lights on the bridge are lit. If the 'LAN' light is not lit, try toggling the small switch on the bridge. If the 'WAN' light is lit, your bridge has a connection to Nedernet's antenna. Be sure to check the bridge's 'Power' light, sometimes pets or children have pulled power cables from plugs or equipment. Never hit the recessed 'reset' button on your bridge.
If you are a customer with a network card, we'll want to know if any lights on the card are lit, and also the signal strength the card's software is showing. Most users have a Cisco Aironet card, and can find their signal strength by opening the 'Aironet Client Utility' and clicking the 'Status' button.
We'll also want to know if your computer has obtained its network configuration successfully using DHCP.
Windows 95/98/ME (attached)
Windows 2000 (attached)
Windows XP (attached)
We'll have you try force your computer to get an address using DHCP.
Windows 95/98/ME (attached)
Windows 2000 (attached)
Windows XP (attached)