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Network Troubleshooting Guide and Knowledgebase

Wireless Standards
802.11 refers to a family of specifications developed by the IEEE for wireless LAN technology. 802.11 specifies an over-the-air interface between a wireless client and a base station or between two wireless clients. The IEEE accepted the specification in 1997.

There are several specifications in the 802.11 family:

802.11 -- applies to wireless LANs and provides 1 or 2 Mbps transmission in the 2.4 GHz band using either frequency hopping spread spectrum (FHSS) or direct sequence spread spectrum (DSSS).

802.11a -- an extension to 802.11 that applies to wireless LANs and provides up to 54 Mbps in the 5GHz band. 802.11a uses an orthogonal frequency division multiplexing encoding scheme rather than FHSS or DSSS.

802.11b (also referred to as 802.11 High Rate or Wi-Fi) -- an extension to 802.11 that applies to wireless LANS and provides 11 Mbps transmission (with a fallback to 5.5, 2 and 1 Mbps) in the 2.4 GHz band. 802.11b uses only DSSS. 802.11b was a 1999 ratification to the original 802.11 standard, allowing wireless functionality comparable to Ethernet.

802.11g -- applies to wireless LANs and provides 20+ Mbps in the 2.4 GHz band.

IEEE 802.11a
( Wi-Fi )

Up to 54Mbps in the 5GHz band

OFDM

WEP & WPA

Products that adhere to this standard are considered "Wi-Fi Certified." Eight available channels. Less potential for RF interference than 802.11b and 802.11g. Better than 802.11b at supporting multimedia voice, video and large-image applications in densely populated user environments. Relatively shorter range than 802.11b. Not interoperable with 802.11b.

IEEE 802.11b
( Wi-Fi )

Up to 11Mbps in the 2.4GHz band

DSSS with CCK

WEP & WPA

Products that adhere to this standard are considered "Wi-Fi Certified." Not interoperable with 802.11a. Requires fewer access points than 802.11a for coverage of large areas. Offers high-speed access to data at up to 300 feet from base station. 14 channels available in the 2.4GHz band (only 11 of which can be used in the U.S. due to FCC regulations) with only three non-overlapping channels.

IEEE 802.11g
( Wi-Fi )

Up to 54Mbps in the 2.4GHz band

OFDM above 20Mbps, DSSS with CCK below 20Mbps

WEP & WPA

Products that adhere to this standard are considered "Wi-Fi Certified." May replace 802.11b. Improved security enhancements over 802.11. Compatible with 802.11b. 14 channels available in the 2.4GHz band (only 11 of which can be used in the U.S. due to FCC regulations) with only three non-overlapping channels.

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Checking Your IP Address

Without an IP address, you will not be able to connect to the Internet. To check and see if you have an IP address, choose the operating system you are using and follow the steps below.

Windows 95/98/ME
Windows NT/2000/XP
Macintosh

Windows 95/98/ME:

To verify that you have an IP address, perform the following:

1) From the Start menu on your desktop, select Run . The Run dialog box appears.

2)  Type winipcfg . Next, press or click OK . The IP Configuration dialog box appears.

3)  Select the Ethernet Card that is installed in the computer from the drop-down menu.

4) Review the IP Address field and make sure that it contains a valid IP Address. If you see an IP address that begins with 169.254, you have the auto-configuration address, which is not valid.
If you have an invalid address, follow the steps A through C below

If you have a valid address, go to step 5.

Invalid IP Address

A) If the IP address is invalid, click on the Release button. This will clear the field values.

B) Click on the Renew button. A valid IP address for the computer should appear.

Note: If both the Release and Renew buttons are unavailable, a Static IP Address is specified.

c) If a valid IP address not obtained, check the physical connections (for wired access) or the SSID (for wireless connections).

5) If there is a valid IP address and you are unable to reach the Hotel's Welcome Page, there may be a proxy server interfering with the Web browser's connection. Please review the document [Checking Your Web Browser Settings] for more information.

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Windows NT/2000/XP:

To verify that you have an IP address, perform the following:

1) From the Start menu on your desktop, select Run. The Run dialog box appears.


RUN

2) Type cmd. Next, click OK or press . A command prompt appears.


Command Prompt

3) Type ipconfig and press . If you see an IP address that begins with 169.254, you have the auto-configuration address, which is invalid. If you have an invalid address, follow the steps A through D below. If you have a valid address, go to step 4.

a) If the IP address is invalid, type in ipconfig/release and press .

b) Type ipconfig/renew and press .
c) If you receive an error message saying, "No adapters bound to TCP/IP are enabled for     DHCP," a static IP address is specified.

d) If you receive an error message that says, "DHCP server unavailable" or "DHCP server     unreachable," the Ethernet cable may be bad and should be replaced.

4) If there is a valid IP address and you are unable to reach the Hotel's Welcome Page, then most likely there is a proxy server interfering with the Web browser's connection. Please review the document [Checking Your Web Browser Settings].

For Macintosh

On a Macintosh, make sure that the TCP/IP control panel is set to use Ethernet. To do so, perform the following:

1) From the Apple menu, select Control Panels -> TCP/IP. The TCP/IP dialog box appears.


TCP/IP

2) Make sure that the Connect via: drop-down menu is set to Ethernet or Ethernet built-in.

3) Make sure that the Configure drop-down menu is set to Using DHCP Server.

4) Close the dialog box and save the settings when prompted.

5) Open a Web browser and type in the URL of a public Web site, such as www.yahoo.com. If you     see the Hotel Welcome Page, you have connected successfully.

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Checking your browser settings
 

There are several configuration settings within a Web browser that can cause problems. Review the appropriate sections below for the configuration settings that are needed to connect to Opal Tech.Solutions high-speed Internet access.

Microsoft Internet Explorer (Windows)
Netscape Navigator (Windows)
Microsoft Internet Explorer and Netscape Navigator (Macintosh)

Microsoft Internet Explorer (for Windows)

In Microsoft Internet Explorer, perform the following

1) On the Tools menu, select Internet Options . The Internet Options dialog box appears.


Internet Options

2) Click the Connections tab.


Internet Options - Connections Tab

3) Make sure that the Never dial a connection and Dial whenever a network connection     option buttons are either 1) not selected or 2) unavailable.

4) Click on LAN Settings . The Local Area Network (LAN) Settings dialog box appears.


Local Area Network (LAN) Settings

5) Make sure all boxes are unchecked.

6) Click OK until you are back to the main Internet Explorer screen. Any changes made     automatically save.

7) Open a Web browser and type in the URL of a public Web site, such as www.yahoo.com. If you      see the Opal Tech.Solutions Welcome Page, you have connected successfully.

8) If you still can't connect, please review the document entitled [Checking Your IP Address] .     For additional assistance, call Opal Tech.Solutions Technical Operations Center
    at  336-793-1212.

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Netscape Navigator version 4.5+ (for Windows)
To check for proxy servers in Netscape Navigator, open the browser and perform the following:

1) On the Edit menu, click Preferences . The Preferences dialog box appears.


Netscape Navigator Menu

Preferences

2) In the Category window, click on the right arrow next to Advanced . Next, select Proxies. The     Proxies screen appears.

 

3) To disable proxy settings, click the Direct connection to the Internet option button.

4) Click OK . Any changes made will automatically save.

5) Open a Web browser and type in the URL of a public Web site, such as www.yahoo.com. If you see the Opal Tech.Solutions Welcome Page, you have connected successfully.

6) If you still can't connect, please review the document entitled [Checking Your IP Address]
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Internet Explorer and Netscape Navigator for Macintosh

Internet Explorer To check the browser settings in Internet Explorer on a Macintosh, perform the following:

1) Open the browser.

2) On the Edit menu, click Preferences .

3) Look through the list of options on the left side until you see the Network heading. Click on the right     arrow next to Network.

4) Click on Proxies and make sure that you do not have a proxy enabled.

Navigator You check the browser settings in Netscape Navigator on a Macintosh the same way as you do in Windows. See the Netscape Navigator version 4.5+ (for Windows) section above.

Note: There are proxy programs that will prevent you from seeing the Opal Tech.Solutions Welcome Page. Some of the more-common programs are: Winsock Proxy (WSP), Microsoft Proxy, and Wingate. These programs typically can be accessed from the Control Panel. For information on disabling these proxies, please contact your IT department or the program's manufacturer.

In addition, IBM has a particular file called "socks.cnf" that can cause problems with your service.

 

Connecting a Hub in a Meeting Room

Getting Started

To connect a hub, perform the following:

Step 1
Plug the hub's power supply into the wall near RJ45 jack.

Step 2
Check the hub and make certain that the power light is on. Next, plug a standard Cat-5 Ethernet cable into the RJ45 jack on the wall.

Step 3
Plug the other end of the Ethernet cable into the port on the hub marked "UPLINK." If the hub does not have an "UPLINK" port, plug the cable into port 1. Some ports have a button that indicates a status of uplink or normal. Make certain that the button is set for uplink.

You can now connect the computers to the hub as shown in the diagram below.

Step 4
With the computers off, plug them into the numbered ports on the hub using Cat-5 Ethernet cables.

Step 5
Turn the computers on and open a Web browser. If a Web page is loaded, the hub is connected and working properly. If not, check to make sure everything is connected as detailed above.

 

Technical Support


Connection Information for Wi-Fi Wireless Ethernet Connections (Hotels)

Getting Started

To connect to wireless Internet service, perform the following:

 

Step 1
Start with your notebook computer off and make sure your Wi-Fi card is inserted properly into the PCMCIA slot on the side of your computer, or go directly to step 2 if you are using a Wi-Fi enabled notebook computer.

Step 2
Turn your computer on.

Step 3
When your computer is finished booting up, open a Web browser and you should see the Hotels Welcome Page. If you do have setup your web browser to open up your default web page, then you may first try to go into some other website like www.yahoo.com and see if you are connected properly.

If you do not see the Hotel's Welcome Page, you may need to configure the SSID or Network Name
 
Note: Make sure that you are using a Wi-Fi (802.11b)-compliant wireless Ethernet card or a Wi-Fi (802.11b/802.11g)-enabled notebook computer. Cards based on other wireless technologies are not compatible with hotel's wireless Internet access.
 

Configuring Your Wireless Card to Use Hotel's Wireless Internet Access

Your wireless card must be properly configured before you can use Hotel's Wi-Fi wireless Internet access. The process of configuring your wireless card will vary according to both the brand of Wi-Fi card and the operating system you are using.

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Windows XP Home and Professional
Windows XP Home and Professional usually do not require client utilities, as Windows XP will manage most cards without any problems. Keep in mind with Windows XP that what you see on the screen may not be exactly the same as the pictures in this guide, as the appearance of Windows XP can be highly modified.
To configure your wireless card, perform the following:
1   From the Start menu on your desktop, click on Control Panel -> Network and Internet Connections .
2  

Double-click on Network Connections . The Network Connections dialog box appears.

 
Network Connections
3   Right-click on the Wireless Network Connection option. Next, click on Properties . The Wireless Network Connection Properties dialog box appears.
 
Wireless Network Connection Properties
4   Click on the Wireless Networks tab.
     
Wireless Network Connection Properties - Wireless Networks tab
     
5   Make sure that Use Windows to configure my wireless network settings is checked. Note: you can use other methods of configuration (manufacturer-specific utilities), but they must be Windows XP-compatible
6   To set up a Opal Tech. Solutions wireless connection, click on Add B The Wireless Network Properties dialog box appears.
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Wireless Network Properties
7   Make sure that the Network name is set to Hotel's SSID (case-sensitive).
8   Make sure Data encryption and Network Authentication and This is a computer-to-computer ... options are unchecked.
9   Click OK.
10   Click the Authentication tab on the Wireless Network Connection Properties dialog box.
     
Wireless Network Connection Properties - Authentication tab
11   Make sure Enable network access control using IEEE 802.1X is unchecked.
12   Click OK.
13   You should now be connected.
 

Configuring SSID for Macintosh OS
 
On a Macintosh, the SSID is selected from a list. The Macintosh detects the SSID for the Access Point and allows the guest to choose the appropriate one.
 
1   On the Apple menu, click Control Panel -> TCP/IP . The TCP/IP dialog box appears.
2   Select your wireless (AirPort) card from the Connect Via drop-down menu.
 
TCP/IP
3   Make sure the Configure drop-down menu is set to Using DHCP Server.
4   Close the window and save the settings when prompted.
Now you need to set the wireless card to use the Hotel's SSID: ex: TestSSID1
1   On the Apple menu, click AirPort . A dialog box where the appropriate SSID can be selected appears
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2  

Under AirPort Network is a menu labeled Choose Network . From this menu, select Test SSID1 (case-sensitive).
3  

Close the window and save the settings if prompted to do so.
4   You should now be connected. Open a Web browser and go to a public Web site, such as www.yahoo.com, to bring up the Hotel's Welcome Page and complete the connection process.
     
Configuring Your Email Program
If you are able to receive email but are unable to send, you most likely need to change your outgoing email settings. This occurs when your ISP or company mail servers do not allow you to send through them unless you are connected through them. The majority of ISPs and companies do this for spam prevention and security reasons.
 
Below are instructions on how to fix this problem by changing your outgoing mail server to your own ISP outgoing mail server. These settings do not apply if you are using Microsoft Exchange. You should be able to end and receive email using Exchange without changing any settings when connected through your VPN.
 
Please be aware that we cannot assist you in restoring your original settings. You are strongly advised to save your original settings in a separate text file or otherwise make note of them.
 
Choose the email program below that you are using:
Eudora
Microsoft Outlook 2000
Microsoft Outlook 2003
Netscape Communicator 6.x
Netscape Communicator 7.x
 
Eudora
 

If you are using Eudora, perform the following:

On the Tools menu, click Options. The Options dialog box appears.
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2. Scroll down the Options window and click on Sending Mail. The details will appear in the Options dialog box.

Review the setting in SMTP Server . Copy the current text in that field and paste it into a text file or otherwise make note of it so that you can later restore your SMTP settings to use your Internet Service Provider or company mail server.

3. After recording your original settings, type NEW SMTP address in the SMTP Server field.

4. Click OK to save the settings. You will now be able to send email via newly configured SMTP mail server while still receiving e-mail from your own Internet Service Provider's server.

 
Restore Original Settings

To restore your original settings, do the following:

•  Open the text file into which you pasted your original SMTP Server setting or locate where you made a note of your old settings.
•  On the Eudora Tools menu, click Options.
•  On the Category menu, select Sending Mail.
•  In the SMTP Server field, delete Newly configured SMTP address and enter the original SMTP Server setting.

Click OK. Your settings will restore to your Internet Service Provider or company mail server.

 

Note: If you did not save your original settings, contact your Internet Service Provider or System Administrator. We wouldn't have no information on your original settings and cannot assist you in restoring them.

 
Microsoft Outlook 2000
 

If you are using Microsoft Outlook Express or Microsoft Outlook 2000, perform the following:

•  On the Tools menu, click Accounts . The Internet Accounts dialog box appears
 

•  Select the account you wish to edit and click on Properties . The Properties dialog box appears.
•  Click on the Servers tab.
 
Properties - Servers
Review the setting in Outgoing Mail (SMTP). Copy the current text in that field and paste it into a text file so you can later restore your SMTP settings to use your Internet Service Provider or company mail server.
 

•  After recording your original settings, type NEW SMTP address in the Outgoing Mail (SMTP) field

•  Click OK to save the settings. You will now be able to send email via the NEW SMTP mail server while still receiving email from your own Internet Service Provider's server.

 
Restore Original Settings:
 

To restore your original settings, do the following:

•  Open the text file into which you pasted your original Outgoing Mail (SMTP) setting.
•  On the Outlook Tools menu, click Accounts.
•  Select the account you wish to edit and click on Properties . The Properties dialog box appears.
•  Click on the Servers tab.
•  In the Outgoing Mail (SMTP) field, delete NEW SMTP and enter the original SMTP Server setting.

Click OK . Your settings will restore to your Internet Service Provider or company mail server.

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Note: If you did not save your original settings, contact your Internet Service Provider or System Administrator. We wouldn't have no information on your original settings and cannot assist you in restoring them.

 
Microsoft Outlook 2003
 

If you are using Microsoft Outlook Express or Microsoft Outlook 2003, perform the following:

•  On the Tools menu, click E-mail Accounts . The E-mail Accounts dialog box appears.
 
 

•  Select the View or change existing e-mail accounts button.

•  Click Next . The screen below appears.
 
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•  Select your email account from the Name/Type window.
•  Click the Change button. The screen below appears

 
 
Review the setting in Outgoing mail server (SMTP) . Copy the current text in that field and paste it into a text file so you can later restore your SMTP settings to use your Internet Service Provider or company mail server.
 

•  After recording your original settings, type NEW SMTP in the Outgoing mail server (SMTP) field

•  Click Next to save the settings. You will now be able to send email via the NEW SMTP mail server while still receiving email from your own Internet Service Provider's server.
 
Restore Original Settings
 

To restore your original settings, do the following:

•  Open the text file into which you pasted your original Outgoing mail server (SMTP) setting.
•  On the Outlook Tools menu, click E-mail Accounts.
•  Select the View or change existing e-mail accounts button.
•  Click Next.
•  In the Outgoing mail server (SMTP) field, delete NEW SMTP and enter the original SMTP Server setting.

Click Next . Your settings will restore to your Internet Service Provider or company mail server.

 

Note: If you did not save your original settings, contact your Internet Service Provider or System Administrator. We wouldn't have no information on your original settings and cannot assist you in restoring them.

 
Netscape Communicator 6.x
 
If you are using Netscape Communicator 6.x, perform the following:
On the Edit menu, select Preferences . The Preferences dialog box appears:
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Preferences

•  In the Category window, select Mail & Newsgroups .
•  Select Mail Servers . The setting details appear in the Preferences dialog box.
 
Preferences - Mail Servers
 

•  Locate the Outgoing mail (SMTP) server . Copy the current text in that field and paste it into a text file so you can later restore your SMTP settings to use your Internet Service Provider or company mail server.
•  After recording your original settings, type NEW SMTP in the Outgoing mail (SMTP) server field.
•  Click OK to save the settings. You will now be able to send email via the NEW SMTP mail server while still receiving email from your own Internet Service Provider's server.
 

Restore Original Settings
 

To restore your original settings, do the following:

•  Open the text file into which you pasted your original Outgoing mail (SMTP) server setting.
•  On the Edit menu, click Preferences .
•  In the Category window, select Mail & Newsgroups .
•  Select Mail Servers . The setting details appear in the Preferences dialog box.
•  In the Outgoing mail (SMTP) server field, delete NEW SMTP and enter the original SMTP Server setting.

Click OK . Your settings will restore to your Internet Service Provider or company mail server.

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Note: If you did not save your original settings, contact your Internet Service Provider or System Administrator. We wouldn't have no information on your original settings and cannot assist you in restoring them.

 
Netscape Communicator 7.x
 

If you are using Netscape Communicator 7.x, perform the following:

•  On the Edit menu, select Mail & Newsgroups Account Settings . The Mail & Newsgroups Account Settings dialog box appears.
 
Mail & Newsgroups Account Settings

•  In the window, select Outgoing Server (SMTP)
•  Copy the information in the Server Name field.
 
Copy the current text in that field and paste it into a text file so you can later restore your SMTP settings to use your Internet Service Provider or company mail server.
 

•  After recording your original settings, type NEW SMTP in the Server Name field.

Click OK to save the settings. You will now be able to send email via the NEW SMTP mail server while still receiving email from your own Internet Service Provider's server.

 

Restore Original Settings
 

To restore your original settings, do the following:

•  Open the text file into which you pasted your original Server Name setting.
•  On the Edit menu, select Mail & Newsgroups Account Settings
•  In the window, select Outgoing Server (SMTP)
•  In the Server Name field, delete NEW SMTP and enter the original SMTP Server setting.

Click OK . Your settings will restore to your Internet Service Provider or company mail server.

 

Note: If you did not save your original settings, contact your Internet Service Provider or System Administrator. We wouldn't have any information on your original settings and cannot assist you in restoring them.

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