Macintosh OS X v.10.5 Network Connection Troubleshooting

Help Desk Macintosh OS 10.5 Network Troubleshooting

1. Make sure they are exempt

Ask them if they have already gotten an exemption. If they have, continue onto step 2.
Launch the form: http://www.wellesley.edu/Computing/CleanAccess/Leopard/filter.html
- Check the Help Desk conference for username/password information.
Get the MAC address for the Ethernet
- Click on Apple->System Preferences->Network
- Make sure that Ethernet is selected on the left side
  - If Ethernet is not an option, their network car is not functioning properly. They should call the manufacturer if it is their personal computer, otherwise refer to Repair.
- Click Advanced at the bottom.
- Click the Ethernet tab.
- Get the Ethernet ID

2. Verify your network connection

Launch a web browser. If the user is redirected and prompted to authenticate, have them enter their domain user name and password.
If the user continues to be redirected, they may need to clear the cache and quit the browser (this is crucial, don't just ask the user to close the browser because that does not quit the application). If this doesn't help and they're using Safari, they may need to reset Safari.
Can they access on-campus resources (FirstClass, www.wellesley.edu, NTM)?
Can they access off-campus pages? Try having the user test Microsoft's website since most Mac users don't have it in their browser's cache.
When did they lose their connection? Have they connected before on this machine?
Check to see if the yellow ethernet cord is securely connected both to the back of the Mac and to the drop.
Try restarting.

3. Check and Release the IP address

From the Apple Menu, select System Preferences
In the System Preferences window, click the Network preference pane.
The Network pane will open. On the left hand side, make sure Ethernet is selected . If Ethernet is not an option, the network card is not functioning properly and you should refer to Repair.
Check the IP address. It should read 149.130.xxx.xxx.
If the IP address is correct, have the user clear the browser's cache and restart the computer. Verify the connection after the reboot.
If the IP address is incorrect:
- Click Advanced

In the Configure IPv4 field choose Manually.
Click Ok.
Click Advanced
In the Configure IPv4 choose Using DCHP.
Click Ok again. This should renew the computer's IP address to 149.130.xxx.xxx. If it does not, take note of the incorrect IP address in the log and ask for the drop number if the user can see it. Refer the log to Cable.