If you have walked through the steps to register your device and have been unable to get a connection, we have developed a few simple steps to attempt to fix common problems you may be having. If you need assistance at any time, please feel free to contact our Help Desk at 253-535-7525.
Always release and renew your IP address before doing any further troubleshooting. This is the easiest and quickest way to cut your problem possibilities in half. To do this, follow these steps:
Windows XP/Vista/ 7
Mac 0S 10.x
If you receive a valid IP address, then your computer is connected and everything should be working fine. Open a browser and try to connect to a site on the internet. If you are still having problems, continue to the "I Get an IP Address, but..." section in this troubleshooting guide.
If you are getting an invalid IP address for a wired connection, or do not receive one at all, then one of a few things could be wrong:
To see if any of these are the problem, take a look at the connection light (link light) on the back of your Network Adapter (not available on all cards). If the LED is not lit, then you do not have a connection. If this is the case, do one of the following:
Note: The steps listed above do not apply to individuals connecting wirelessly. To check for wireless connection problems, please ensure that your device has been enabled in your network settings and that the external switch is turned on if your device has one.
If these actions do not correct your problem, please call the Help Desk at 253-535-7525 for additional support.
If you get a valid IP address, but can not access anything on the Web, then follow the following steps:
Having problems connecting to a particular website? You can clear the cached files in Internet Explorer by going into Tools > Internet Options and clicking on the "Delete..." button under the Browsing History section. You will then want to check the box that asks if you want to "delete all offline content" and select OK. Close all open browsers and then run Internet Explorer again. Return to the site that you had been trying to connect to and see if these steps fixed the problem.
If you still cannot access the internet after following these steps, please call the Help Desk at 253-535-7525. Let them know what the problem is and the troubleshooting steps that you have tried. They will do their best to help you over the phone and can schedule an appointment with a Network technician if you continue to have problems.