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the Otaniemi campus student network founded in 1986

What to do when my network connection does not work?

Please read the following and go through at least the steps 1-5 before contacting the Trinet administrators:

  1. Check your email account at the Aalto University for messages from the network administrators
    (use a mobile connection, your friend's/flatmate's computer or go to the Aalto University premises)
  2. Check your IP settings (should always use DHCP for IPv4 and auto-configuration for IPv6)
  3. If you are a router with wireless connection, please check that you are using 5 GHz radio if possible. Usually there is less noise on 5 GHz frequency band.
  4. Test your cable in your flatmate's computer
  5. Plug your computer into your flatmate's ethernet socket for testing
  6. Plug your flatmate's computer into your ethernet socket for testing
  7. Borrow another network card and try connecting to the network
  8. Contact the network administrators
    1. By using the network problem notification form
    2. By email <verkko@ayy.fi>
    3. By phone contact information
  9. Include the following information into your problem report: (required)
    • Your name
    • Your full street address including the room number
    • Your phone number
    • The wall ethernet socket number or label (if such exists)
    • Your computer or router MAC address, whichever is connected into the wall ethernet socket
  10. Include logs from your router if using such (highly appreciated)
  11. Include outputs from the following commands into your problem report: (highly appreciated)
    • # Windows (run at the Command Prompt):
        ipconfig /all
        netsh interface ip show route
        netsh interface ipv6 show route
        netsh interface ip show neighbors
        netsh interface ipv6 show neighbors
        ping -n 5
        ping -n 5 2001:708:30:1::2
        tracert 2001:708:30:1::2
      # macOS (run at the Terminal)
        ifconfig -a
        netstat -rn
        arp -an
        ndp -an
        ping -c 5
        ping6 -c 5 2001:708:30:1::2
        traceroute6 2001:708:30:1::2
      # Linux
        ifconfig -a
        ip route show
        ip -6 route show
        ip neigh show
        ip -6 neigh show
        ping -c 5
        ping6 -c 5 2001:708:30:1::2
        traceroute6 2001:708:30:1::2
© 2019 Veijo Kyläverkko <verkko@ayy.fi>
Last updated: 2019-01-21