ASU Network Troubleshooting Guide
If you're Off Campus, select what type of modem you're using to compare your Speed Test results with Off Campus upload and download speeds. If you're On Campus, select the wireless option or choose your computer's wired connection type - 10baseT, 100baseT, and 1000baseT - to compare results.
Note: ASU PPP dialup service was available until June 30th, 2009. We've created an introductory guide that serves as a starting place for you to understand and identify the various alternatives to that service. You can find this guide at: http://help.asu.edu/Accessing_the_ASU_Network_from_Off_Campus
Point-to-point protocol (PPP) or dial-up, which is typically a personal computer connected by phone line to servers, is no longer supported by ASU. Members of the ASU community who wish to use dial-up can purchase it through their Internet provider, however ASU’s online services are now geared to more recent technology.
Connection not measuring up?
Use these quick tips to double check your network performance.
On Campus:
- If you’re connected by wire to the ASU Network, verify you are using the correct cable type and check your cable to make sure it’s plugged in at both ends. Try a second cable just to be sure.
- If you’re connected through a hub or mini-switch, try connecting directly to an active wall jack.
- If you’re plugged into a wall jack, verify that your network card's link light is on and that the transmit/receive LEDs show activity.
- If there's no link light, then either the network card is dead or you're not plugged into an active Ethernet jack.
- If the network jack worked recently, you may report the problem online. Be sure to provide the building, room, and jack number of the suspect Ethernet.
- If the network jack has never been active, you can request new Ethernet service by creating a case online; again, be sure to provide the building, room, and jack number to be activated along with a PO number or Agency/Org. There is a $250 charge for new Ethernet activations per Ethernet jack.
- If you are using a wireless connection, make sure your computer's wired connection is disabled and your connection is not bridged.
- Because wireless signals travel through the air, the more obstacles, such as walls, trees or other people, between you and the access point, the lower your connection speed will be.
- Wireless signals are radio waves, so if something disrupts the radio waves it is possible that it will also interfere with your wireless signal. Possible causes include microwave ovens and some cordless phones.
Off Campus:
- If you’re off campus and feel like you have a slow connection, check with your Internet service provider to verify the speed of your network connection.
- Contact your Internet service provider if you notice especially slow connection speeds when connecting to specific websites.
- The configuration of your home and/or wireless router may be impacting your network connection.
- Reference your owner's manual for configuration and installation instructions.
- Call or contact your Internet service provider for ISP settings.
- Call or browse router tech support for configuration and troubleshooting assistance. These phone numbers and Web addresses are usually in the front cover or appendices of the owners manual.
- The Internet service provider at a wireless hot spot, such as at a coffee shop or other public location, controls the speed of your network connection. Their wireless and/or Internet service may be noticeably slower than your usual speed.
Connection still not measuring up?
If your speed test isn't measuring up to the expectations above, you still can't get to the service you're trying to reach, or you need more bandwidth on campus, contact the Help Desk by email, live chat, submitting your question online, or by calling 480.965.6500.
Before you contact the Help Desk, be sure to write down your test results and be able to identify the location where you ran the Speed Test.
For those who want even more technical guidance, visit:
