Basic Network Troubleshooting (Residence Halls)

This document will go through the steps for fixing and assessing network issues for students in the Residence Halls.

There are a few possible causes for why you may not be getting internet in a Residence Hall.

1.  Broken Ports

If you are using a wired connection, it is possible there could be a problem with your port. The best way to tell if this is the case is to try the port on the other side of the room. If one works and the other does not, there is likely a broken port. Contact the ITS Help Desk at (608) 342-1400 and let us know:

• What building you having the problem in
• What room number
• Which side of the room
• When we can come into the room to fix it (we require that someone is in the room)

Once we have this information we will come out to fix it as soon as we can.

2. Viruses/Malware, refer to the knowledge base article 31639 for a step-by-step guide on how to remove these from your computer.

3. Computer / Router Issues 

Another reason you could be having issues connecting to campus internet is computer settings.
 

Wireless Internet

If you have changed your UW-Platteville account password, you must forget the network settings previously added and re-add it with the new password if on campus wireless.

Personal Router

1. The first thing to do is make sure it is a router issue, trying plugging the device (if it can) into the wall. If the problem persists, it may be a setting issue or a broken port.
    
2. Once you've determined it's a router issue, a good first step for troubleshooting is to unplug the router from power for 30 seconds and plug it back in. This allows the router to start over again.
    
3. If you do not have any particular settings setup (port forwarding, static IPs, and other similar settings), you can likely factory reset your router without any problems. To do this, find the small reset button often put in the back of the router (by the ports). You will likely need a pen or other object to press it, hold it for 30 seconds.
    
4. If you router still does not work, it is possible it is a computer setting or something was incorrectly setup. See if anyone else can connect to the router, if they can and you still cannot, it is likely a setting on your PC.
   
   Note: The ITS Help Desk does not support routers. If you call it will be a low priority, if the person you are talking to does know how to support routers and try to help. There are a few reasons for this, one being that router menus and setting options vary drastically from manufacturer to manufacturer. Another big reason is that if everyone had a router, the air would be saturated with wireless signals, making it hard for anyone to connect to the campus wi-fi, or their own device.

Computer Settings

The most common setting that causes a device to not be able to connect to wi-fi is that it is set up for a static IP. How you can fix this changes if you are on Windows 7,8,10, or Mac OS.

Windows 10/11

1. Open the start menu
2. Click on Settings
3. Select "Network & Internet"
4. Go to the VPN menu
5. Under "Related settings" click on "Change adapter options"
6. Right click on the "Local Area Connection" option and click on properties. (You will need to be a system administrator for this step)
7. Click on "Internet Protocol Version 4 (TCP/IPv4)" and hit the Properties button
8. Make sure that the option is clicked for "Obtain and IP address automatically" and "Obtain DNS server address automatically"

Mac OS

1. Go to System Preferences
2. Go to the Network settings
3. Click on the gear for the connection you are using to get to advanced settings
4. Check over the settings to make sure it is set to auto-obtain IP and DNS.

 

Need help?

If you have other questions, please contact the ITS Help Desk at 608.342.1400 or helpdesk@uwplatt.edu.  You may also visit the Help Desk on the first floor of the Karrmann Library.