Basic Network Troubleshooting Guide


This guide's purpose is to resolve basic networking issue that may occur. If you need more assistance, please look at one of our more in-depth troubleshooting guides or call ITS at (718)-862-7973 or email us at

Check if anyone else is having the same issue.

If other people are having the same issue, there could be a bigger issue going on..If the issue is shared with other people in the same dorm, floor or building, please contact ITS.


Are you using WiFi or an Ethernet Cable?

Before trying any of the things below, please try restarting your computer,as it can fix many basic issues.


For Ethernet:

  • Try using the same cable on a different computer.
    • If the cable works on a different computer, then the issue is the Ethernet port on your computer. If this is the case please contact the manufacturer or switch to WiFi.
  • Try using a new Ethernet cord.
    • Ethernet cords get damaged over time and need to be replaced occasionally.
  • Try using a different port.
    • If this fixes the issue, you may have dead port and will need someone from the ITS Network Team to go to the investigate.

For WiFi:

  • Try disabling and re-enabling WiFi on your computer.
  • Check for Updates for your operating system.
    • Operating software developers release updates that can solve driver issues.


Checking your IP Address

Checking your IP address is a great way to check what kind of issue you have. Here we will show you how to check your IP address.

For Windows:

  1. Press the Windows R keys to pull up the Run window.
  2. On the run window, type cmd into the dialog box. A command prompt window will pop up
    This image depicts how to run the command prompt
  3.  In the command prompt window, type ipconfig /all
    this image depicts how to type in ipconfig /all
  4. At this window you will look for either Ethernet adapter or Wireless LAN adapter depending on whether you are using Ethernet or WiFi. Under one of the two headings above you will be looking for one of two messages.
    • IPv4 Address - This can be seen below. IP addresses tend to the format : 149.61.x.this image depicts the list of network information about your device. Ethernet adapter information of the ipv4 is what you want
    • Media Disconnected - This means that your are not connected to a network, please make sure that the Ethernet are correctly in place or that you are connected to a WiFi network

For Mac OS:

  1. Open up System Preferences and click on the Network icon.
    this image depicts how to access the network settings in system preferences on a mac
  2. Next, select the type of internet type you use (Ethernet or WiFi) on the left column and press Advance.
    this image depicts how to select the type of internet that you use, either ethernet or wifi and press advance
    • If icon has a red dot next to it, it means that the media is disconnected.

  3. By clicking on the TCP/IP tab and looking at the IPv4 Address.
    this image depicts how to select tcp/ip to find your device's ipv4 address

Interpreting IP Meaning

Which of the categories below does your IPv4 address fit into?

  • 149.61.x.x - Registered IP Addresss
  • 169.254.x.x - DHCP is not working
  • 192.168.x.x -  DHCP is getting rogue server
  • 192.168.128.x -  DHCP is working fine but you've acquired an Unregistered Address

For more help, please contact ITS at or 718-862-7973.


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Article ID: 31966
Tue 6/13/17 3:41 PM
Thu 8/22/19 1:17 PM