Download Trouble shooting guide

RAPID BROADBAND
INSTALLATION
AND
TROUBLESHOOTING
GUIDE
RAPID BROADBAND SUPPORT CONTACT DETAILS
Email:
[email protected]
Tel:
076 6708787
January 2008
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INTERNET CONNECTION TROUBLESHOOTING
GUIDE
1. CONNECTING YOUR COMPUTER TO RAPID BROADBAND
CONNECTION
1.
Connect the POE (small internal white box with green light) to power supply
adapter.
2.
Plug power supply adapter to nearest electrical power socket
3.
Plug the black network cable from the CPE (outside antenna – white box) into
the POE marked “CPE”
4.
Plug the cable from the network adapter labelled “PC” into the PC Ethernet
adapter or the network switch on your local area network.
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2. CONFIGURE YOUR COMPUTER FOR DHCP
ADDRESSING
A) Windows XP
1) Click “Start” Button
2) Click “Control Panel” Icon
3) Double Click “Network Connection”
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4) Right click on “Local Area Connection” icon
OR
4a) If you are using a Wireless Connection (with DHCP enabled) , Right click on
“Wireless Network Connection” icon
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5) Click “Properties” on bottom of list
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6) Click on “Internet Protocol (TCP/IP)”
7) Click “Properties” button
8) Select “Obtain an IP address automatically”
9) Select “Obtain DNS server automatically”
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10) Click “OK” to close this window
11) Click “OK” on the next window to apply the new settings and close the
window.
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B) WINDOWS 2000
1. On your computer, go to:
2. Open the Network window by click network Icon
3. Right click on your
and select
4. In the list of network components,
Highlight the entry that says
“Internet Protocol (TCP/IP)”
Select
5. In the TCP/IP Properties window,
Select
Select
6. In the Network Window. Click OK
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C) WINDOWS 95,98 AND ME
1. On your computer, go to:
2. Open the Network window by click network Icon
3. In the list of network components,
Highlight the entry that says
“TCP/IP([your Ethernet Card here])”
Select
4. In the TCP/IP Properties window,
Select
Select
5. In the Network Window. Click OK
6. Select NO when you are asked to restart your computer
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3. CONFIGURE YOUR INTERNET BROWSER
1. On your computer, go to:
May look like :
2. Open the Internet Options window by click Internet Options Icon
3. Select “Connections” tab
Select
4. Select OK.
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Once your computer is correctly connected to your wireless modem, open your
browser and type http://www.google.ie The browser should browse to this Internet
website.
Congratulations! Your installation is complete. You can now surf to your favourite
web sites by typing an URL in your browser’s location box or by selecting one of
your favourite Internet bookmarks.
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4. CONFIGURE YOUR EMAIL ACCOUNT
This example is done on Outlook Express but idea is that same for every e-mail
client: You need to change your OUTGOING MAIL SERVER.
1. Select Start, Programs and Microsoft Outlook
2. Within your email client settings
Select
then choose
3. Select Mail tab. In the
list of email accounts,
Highlight the account that
you are using.
Select
4. Select the Servers tab,
Change
to
“mail.rapidbroadband.ie”
5. Select Apply and OK
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OR if using MS Outlook
Click on account you wish
to change and
Select
Change
to
“mail.rapidbroadband.ie”
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5. TROUBLESHOOTING PROBLEMS WITH YOUR INTERNET
CONNECTION
5.1 Troubleshooting Checklist
No.
Check
1.
Is the "Green light” on the POE (small internal white box
with green light)?
2.
3.
Yes · No
(Refer to 1. CONNECTING YOUR COMPUTER TO RAPID BROADBAND CONNECTION)
Check all Cables
(Refer to 1. CONNECTING YOUR COMPUTER TO RAPID BROADBAND CONNECTION)
Is there a red cross on the "Network connection" on the
bottom left of your PC screen?
4.
(Refer to 1. CONNECTING YOUR COMPUTER TO RAPID BROADBAND CONNECTION)
Does your Internet Browsing work?
5.
(Refer to 2. Configure your computer for dynamic addressing
– and 3. Configure your Internet Browser)
Does your Email "Send" work?
6.
(Refer to 4. Configure your email account)
Does your Email "Receive" work?
(Refer to 4. Configure your email account)
5.2 INTERNET EXPLORER KEEPS TRYING TO DIAL UP TO THE INTERNET
If you previously connected to the internet through a dial-up modem, Internet
Explorer may still be set up to connect through your old dial-up connection instead of
through a network connection.
• In Internet Explorer, click Tools and then Internet Options
• In the Connections tab, select Never dial a Connection
• Click Apply, then OK
5.3 THERE IS A RED CROSS ON THE "NETWORK CONNECTION" ON THE BUTTON LEFT OF
THE PC SCREEN
CHECK THAT EVERYTHING IS TURNED ON AND PROPERLY CONNECTED (ADAPTER, CABLES, ETC).
REFER TO SECTION 1
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5.4 THERE IS NO INTERNET CONNECTION
1. On your computer, go to Start , select Run
2. Type cmd and press “Enter”
(Or Press START, Programs, MS-DOS Prompt)
Type the command
press Enter.
ping 192.168.1.1 in the pop up window and
If you see the following information (you can't ping to this IP address):
you need to check your Local area connection card settings- SECTION 2 of
this document.
If your “Local area connection” card settings are correct – check that your
computer has a FIREWALL installed.
(or Windows Firewall is activate – refer to Windows help and support –
START > Help and Support).
If yes- you need to DISABLE it and try to ping again
NOTE:
You will need to set up your firewall properly later
to protect your PC from Virus Attacks.
Again, Type the command
window and press Enter.
ping 192.168.1.1 in the pop up
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If you see the following information, then your connection to the outside
antenna is OK. Proceed to 5.5
If Packets Lost = 4 (100% loss),
Check all cable and ensure power is on
Repeat Ping Test. If packet loss is still Lost = 4 (100% loss), Contact Rapid
Broadband Support.
5.5
DNS Settings
Check your DNS Server settings on Local area connection card settings
SECTION 2.
If DNS stettings are OK, Open Internet explorer , select File, and check that
program is not working OFFLINE (unticked Work Offline option like below).
Now try to go on some webpage. If the following window appears:
Just press Connect.
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If still not working- go on Tools, Internet options.
Choose Connection, Lan Settings
In next opened window check that there is not any proxy server (unticked Use
a proxy server option like on picture on next page).
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Open the command prompt window (See section 5.4 – 2).
Type the command ping www.google.com in the pop up window
and press Enter.
If Packets: Lost = 0 (0% loss), it means your computer is accessing the
Internet
If Packets: Lost = 4 (100% loss), Contact Rapid Broadband Support.
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Keep your operating system up to date!
On Microsoft Windows operating systems family you have Windows Update
function which helps you to keep your computer secured.
DON’T FORGET to install an antivirus program and firewall if you don't
have any. Over a short period using the internet without these programs may
make your operating system useless (that means reinstallation) and possible
data / files loss.
Antispyware program will help you to keep your personal data safe
(passwords, credit card numbers etc.) so don't forget to buy or download free
version of these programs to use your computer safe an easy.
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