Univeristy of KentuckySee Blue

UK Campus Housing

ResNet

Troubleshooting

The following instructions will guide you through diagnosing and correcting some of the most common problems students have regarding their connection to ResNet. These instructions assume that you have an Ethernet card installed and that your computer has been configured for the UK network. If you have not completed these steps, please refer to the Get Connected page or call the ResNet Help Desk at (859) 323-4948 (press 2) for assistance. Also, please note that some instructions only apply to Windows systems.

Warning! Some of the following procedures should be performed only by advanced users. If you feel uncomfortable completing any of the steps outlined here, or if your connection is not established after completing the following steps, please contact the ResNet Help Desk at (859) 323-4948 (press 2) or see the Get Help page for assistance.

Reset Cache :: Reboot Your Cable Modem :: Check Cable Modem Configuration :: Check Your Computer's Configuration :: Check for a Valid IP Address :: Check Your Internet Options :: Check Computer Connection :: Check for Conflicts or Errors

Clear your Web Browser's Cache

If after you have successfully registered your computer, waited 5 minutes, and restarted your computer and the Registration page keeps returning or the Registration page insists that your computer is registered, you most likely are registered and clearing your browser's cache should resolve this.

Please choose which web browser you are using below for instructions on clearing its cache:

If your web browser was not listed, please search for your browser's support page to request info on resetting its cache.

top of page

Reboot Your Cable Modem (if applicable)

If you connect to ResNet through a cable modem and you experience problems with your Internet connection, try rebooting your modem first. This is one of the most common solutions to restoring a lost connection or establishing a new connection.

Follow these instructions to reboot your cable modem. If your connection is not established, continue to the next section.

top of page

Check Cable Modem Configuration (if applicable)

ARRIS Cable Modems:

When your cable modem is connected and functioning properly,the following lights, located on the front of the modem, should be lit and solid: Power, DS, US and Online. The Link and WLAN should be lit but will flash intermittently.

If you see no lights at all, make sure that your modem is plugged in securely.

If any of the above lights are not lit or are blinking, make sure the correct segment of coax is connected to the modem (the segment with the data filter is for your television). If everything is connected correctly, try to Reboot Your Cable Modem. If the lights are still not lit correctly, call the ResNet Help Desk at (859) 323-4948 (press 2) or see the Get Help page for assistance.

top of page

Check Your Computer's Configuration

Make sure that your network settings are configured to use DHCP to obtain IP address information.

top of page

Check for a Valid IP Address

Windows XP:

  1. Go to Start, Run and type 'command', then click OK.
  2. Type 'ipconfig' at the command prompt
  3. If you see 0.0.0.0 or 169.XXX.XXX.XXX (where XXX represents a number between 0 and 255) next to IP Address, type 'ipconfig /renew_all'. If you see a 172.16.XXX.XXX IP Address, type 'ipconfig /release', then type 'ipconfig /renew'.
  4. If you get an error message, or if nothing happens at all, try to Reboot Your Cable Modem if you have not done so already.
  5. If you see a 172.16.2XX.XXX, 172.16.176.xxx, 172.16.177.xxx, 172.16.182.xxx, or 172.16.183.xxx IP Address after following the above instructions, try registering your computer at http://nor.net.uky.edu.
  6. If you see a 172.16.1XX.XXX IP Address (other than those listed above), but still cannot connect, Check Your Internet Options.

Windows Vista and 7:

  1. In the search bar on the 'Start' menu, type "cmd".
  2. When the command prompt opens, type "ipconfig" and press 'Enter'.
  3. If you see 0.0.0.0 or 169.XXX.XXX.XXX (where XXX represents a number between 0 and 255) next to IP Address, type 'ipconfig /renew'. If you see a 172.16.XXX.XXX IP Address, type 'ipconfig /release', then type 'ipconfig /renew'.
  4. If you get an error message, or if nothing happens at all, try to Reboot Your Cable Modem if you have not done so already.
  5. If you see a 172.16.2XX.XXX, 172.16.176.xxx, 172.16.177.xxx, 172.16.182.xxx, or 172.16.183.xxx IP Address after following the above instructions, try registering your computer at http://nor.net.uky.edu.
  6. If you see a 172.16.1XX.XXX IP Address (other than those listed above), but still cannot connect, Check Your Internet Options.

Mac OS X:

  1. Under the 'Apple' menu, select 'System Preferences'.
  2. Go to 'Network' (underneath 'Internet and Network').
  3. Select 'Built-in Ethernet' and click on the 'Configure' button.
  4. Under the 'TCP/IP' tab, look for the IP.
  5. If you see 0.0.0.0 or 169.XXX.XXX.XXX (where XXX represents a number between 0 and 255) next to IP Address, click the button 'Renew DHCP Lease'.
  6. If you get an error message, or if nothing happens at all, try to Reboot Your Cable Modem if you have not done so already.
  7. If you see a 172.16.2XX.XXX, 172.16.176.xxx, 172.16.177.xxx, 172.16.182.xxx, or 172.16.183.xxx IP Address after following the above instructions, try registering your computer at http://nor.net.uky.edu.
  8. If you see a 172.16.1XX.XXX IP Address (other than those listed above), but still cannot connect, Check Your Internet Options.

top of page

 

Check Internet Options

  1. Open Internet Explorer.
  2. Click on Tools, then Internet Options.
  3. Click on the Connections tab, then on the LAN Settings button
  4. Make sure that all of the check boxes are NOT checked.
  5. Click OK on both menus and try to connect to the Internet.

top of page

Check Computer Connection - Wired

  1. Look at the front of your cable modem while your computer is turned ON.
  2. You should see a light by the number that corresponds to the port that your computer is plugged into in the back of the modem (LAN 1-4).
  3. If you do not, find where the Category 5 (or 6) cable is plugged into the modem and gently pull back on the cable until it will not move any more without pressing down on the clip.
  4. Repeat this process where the cable is plugged into your computer.
  5. If the correct number light is now lit, Check for a Valid IP Address.

Check Computer Connection - Wireless

  1. Select the access point named UKYResnet, UKYResnet 0, 1, 2, 3, 4, 5, or 6 with the best signal strength and connect to it.
  2. Check for a Valid IP Address.

If you are still unable to connect please call the ResNet Help Desk at (859) 323-4948 (press 2).

top of page

 

Check for Conflicts or Errors

  1. Go to Device Manager:
    Windows XP users:
    Right-click on the My Computer icon on the desktop and select Properties (for Windows XP users, you can also find the My Computer icon on the start menu if it is not on the desktop). Click on the Hardware tab, then on the Device Manager button.
    Windows Vista and 7 users:
    Right-click on the My Computer icon on the desktop and select Properties. You can also find the My Computer icon on the start menu if it is not on the desktop. On the upper left side of the properties window under tasks, click on the Device Manager.
  2. Make sure that View Devices by Type is selected and find Network Adapters.
  3. If there is a plus sign (+) to the left, click on it. You should see a list of adapters, one of which being your Ethernet card.
  4. If you do not see your Ethernet card listed, then it is not installed correctly. Refer to the instructions provided by your Ethernet card manufacturer to correctly install your card.
  5. If you see a yellow "!" or a red "X" next to your Ethernet card, then there is a conflict or an error and you may need to update the driver files for you card or re-install it. Click on your card, then on Properties to view details about the error.

If you need help resolving a conflict or an error, call the ResNet Help Desk at (859) 323-4948 (Press 2).

top of page