The steps outlined below are for troubleshooting Internet issues
- Verify whether or not the issue is with more than one website. Try accessing different websites to see if they are affected.
- Try a different computer or device.
- If the issue is only with your device, try restarting it.
If none of the steps outlined below resolve your issue, contact the SWKLS office before calling your ISP.
- If you cannot access any websites
- Try another computer
- If the issue is only present on one device:
- Ensure that the network cable is plugged in properly
- If there is a switch under the desk that the cable(s) plug into, ensure that it has power
- For wireless devices, disable and re-enable the wireless connection on your device
- Check network equipment to see if everything is powered on
- Power-cycle ISP's modem (cable, wireless, or DSL services)
- Power-cycle your router
- Router is typically a Mikrotik brand
- Power cable is typically in the back of the unit
- Remove power plug for 10 seconds, then plug back in
- After power-cycling equipment, wait 5 minutes and try to access Internet on you computer(s) again
Contact the SWKLS office if you still cannot access the Internet
Cannot Load Webpage
- Does the webpage provide an error message or code other than This site can’t be reached?
- Can you access other websites?
- Common server-side responses that indicate an issue with the website end include:
- 400 Bad Request
- 404 Not Found
- 500 Internal Server Error
- The error messages listed above indicate a potential issue with the website you are attempting to access and will typically require fixing by the website owner.
- If a page loads an antivirus (ESET) warning, there is something potentially dangerous contained within the page.
- Other messages such as This site can’t be reached may require further troubleshooting by the SWKLS tech staff.
Slow Page Loads / Timeouts
- When one or a few pages load slowly or timeout
- Test the sites on another computer
- Run a speed test: https://www.speedtest.net/
- Factors that affect speed include:
- Number of devices currently using Internet
- Router configuration (SWKLS deducts 15% to enable quality of service and fairness queueing)
Speed test results on an unloaded network (no other users) should be at roughly 85% of total bandwidth you pay for.