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Wired Network – Troubleshooting Guide

PT

This guide helps you to fix the most common issues related to wired networks. Please follow the steps below before contacting support.

1. Types of Problems

Problems related to wired networks can appear in different ways.

🌐 Connection Issues

    • ❌ No network connection
    • ⚠️ Network port not active
    • 🔗 Network cable disconnected or faulty
    • 💻❌ Network adapter disabled or inactive

🔐 Access Issues

    • 🌐❌ Connected to the network but no internet access
    • 🔐 No access to internal resources
    • ⚠️ Limited connection or no valid IP address

🚀 Performance Issues

    • 🐌🌐 Slow connection
    • 🔁🌐 Unstable connection
    •  📉 Speed drops or delays

🔁 Stability Issues

    • 🔁🌐 Frequent connection loss
    • ❌ Unexpected network disconnections
    • ⚠️ Intermittent connectivity

2. Checks to Perform

Checks should be carried out in the order indicated, testing the service after each step.

Check Physical Connection

    • Confirm the network cable is securely connected (you should hear a click)
      • Check the network port lights (link/activity indicators)
      • Unplug and reconnect the cable
    • Test with another network cable
    • Test another network wall port (outlet)
    • Test with another computer using the same outlet

Check Network Adapter

    • CConfirm the network adapter is enabled
      • Windows: Settings → Network & Internett → Ethernet
      • MacOS: System Settings → Network
      • If disabled, enable it manually
    • Disable and re-enable the adapter
    • Check for any errors (e.g., warnings in Device Manager)

Check Connection Status

    • Confirm the network connection is active
    • Verify that a connection has been assigned (no No Network status)
    • Ensure there are no visible error messages

Confirm Internet Access

    • Try opening web pages (e.g., google.com)
    • Test applications (email, internal platforms)
    • Check if other devices have internet access

Restart Devices

    • Restart the computer
    • If applicable, restart the router/access pointo:
      • Unplug from power
      • Wait about 30 seconds
      • Plug it back in

Run Diagnostics on the Device

    • Run automatic troubleshooting tools
    • Check for network driver updates
    • Confirm automatic IP address assignment (DHCP)

Check Security Interference

    • Ensure firewall settings are not blocking the connection
    • Temporarily disable for testing only (re-enable afterward)
    • Verify network permissions

Check Local Usage

    • Stop active downloads
    • Pause streaming (video, music, etc.)
    • Pause sync services (e.g., OneDrive, Google Drive)

Check if the Issue Is Widespread

    • Ask colleagues if they have the same issue
    • Confirm within the same room or office
    • Check on the same floor (if possible)
    • Verify across the same building (if possible)

Run Additional Tests

    • Test in private/incognito mode
    • Try another browser (Chrome, Edge, Firefox, Safari)
    • Test on another device
    • Test a different cable
    • Test a different network outlet
    • Try from another room (if possible)
    • Perform a speed test (e.g., (NET.mede)

3. Best Practices

The following best practices aim to ensure efficient, secure, and continuous use of the services. Applying them helps prevent issues, improve performance, and simplify troubleshooting when problems occur.

Connection

    • Always use network cables (RJ45) in good condition
    • Avoid damaged or bent cables
    • Ensure the cable is securely connected at both ends

Infrastructure

    • Use identified and functional network outlets
    • Avoid frequently changing outlets without need
    • Report any network ports that are not working

Equipment

    • Restart the computer regularly
    • Keep network drivers up to date
    • Ensure the network adapter is enabled

Performance

    • Avoid large downloads during critical tasks
    • Reduce simultaneous streaming
    • Pause synchronization services (OneDrive, Google Drive)

Security and Usage

    • Do not share access credentials
    • Keep firewall and antivirus enabled
    • Avoid connecting to unknown devices

3. User Support

If the issue persists after completing all checks, you should contact IT Support.

Quick Checklist

Before contacting Support, confirm:

    • 🔗 Network cable properly connected
    • 🔄 Tested with another cable
    • 🔁 Tested using another network outlet
    • 🌐 Ethernet connection active
    • 🔁 Device restarted
    • 💻 Tested on another device
    • 👥 Verified with other users (same location)

Information to Provide

To ensure faster and more effective analysis, always include the following information in your request:

Context

    • Location (building, room, end outlet)
    • Equipment used
    • Type of problem (e.g., no connection, slow connection, unresponsive port)

Problem Description

    • Detailed description of the problem
    • When the issue started
    • Whether it affects other users
    • Whether it occurred after any change

Tests Performed

    • List of checks performed (e.g., tested with another cable, tested another network outlet, etc.)

Evidence

    • Screenshots
    • Error messages
    • Connection status

Support Channels

Example Requests

Example 1

Location: Building 3, Room AA2.03, workstation by the window

Date and time: 03/22/2026 – 10:00

Problem description: I cannot connect to the network via cable (RJ45).

Tests already performed:

      • I tested another network cable
      • I tested another network socket

Additional information: A colleague in the same office also cannot connect.

Example 2

Location: Building 1, Teaching Management Services

Date and Time: 03/24/2026 11:00 AM

Problem Description: Very slow connection since this morning. I have already restarted the computer and tested another cable. Several colleagues have the same problem.

FAQ