If you experience any problems with your network connection, for example if you receive a "network cable unplugged" or similar message, you can try to troubleshoot this yourself before contacting user support:
- Check that all configuration settings are correct according to the guide for your operating system.
- Check if the network adapter/card is enabled and functioning normally (in Windows: Start > Settings > Network Connections - right click on "Local Area Connection" and click "Configure").
- Check what IP address you get (in Windows: Start > Run > enter "cmd" and then "ipconfig"). If the address is on the form 193.157.xxx.xxx, then you have the right address.
- Check that you use the correct network cable - UTP CAT 5 (with 8 pins). Cables shipped with new laptops etc. are usually not of the right type. ISDN and/or modem cables can not be used.
- Check that the cable is inserted in the correct outlet, that is in the outlet marked DATA (and not in the outlet marked T). If you are uncertain of which outlet is the right one, try both to see if you get a link.
- If you have a portable computer, check that the network card/adapter is not turned off automatically for power saving purposes.
- If you suspect that the network outlet is faulty, use a lamp/flashlight on the outlet to check if you can see 8 small pins perfectly aligned with each other. If one or several pins are bent/missing, the outlet is faulty. If that is the case, you need to contact user support (Houston).
- If everything looks good so far, you might want to test your computer and your cable in your neighbours room (but make sure that your neighbour is able to access the network with his/her own computer first). If you are able to access the network with your computer and cable at your neighbour's, it is fairly certain that the network outlet in your room is faulty. If not, then there is a problem with your computer.
If you didn't get any results from the list above, you should contact user support. Before you do, you must be sure to fulfill these criteria:
- You need a valid license on your operating system. Pirate versions are not supported!
- You must have read and understood the Rules for the use of IT services and the Guidelines for use of the SRN.
- You must have the correct equipment according to our equipment list (point 2).
- You need a user account at UiO, or an account from SiO.
It is also important that you have the following necessary information at hand:
- What the problem is, in as great detail as possible
- When the problem occurred
- What you have done to troubleshoot the problem
- Your user name
Also, be prepared to state your complete name and address (to double check your registration) and cell phone number.
When you are certain that you have all the necessary information at hand, you can contact the UiO user support help desk, Houston.