Difference between revisions of "Initial support query"
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=I am having a problem connecting, now what?= | =I am having a problem connecting, now what?= | ||
| − | There are a couple of things that you will need to check. Once you gathered all this information, you | + | There are a couple of things that you will need to check. Once you gathered all this information, you must log a fault on [http://support.ctwug.za.net CTWUG help desk]. How does [[CTWUG_Support|support]] work? |
| + | |||
| + | Make sure your WIND page is up to date. [[Getting_started | Make sure you have done this!]] | ||
=What information do I need before you proceed= | =What information do I need before you proceed= | ||
| − | :1 Your node | + | :1 Your node ID on [http://wind.ctwug.za.net CTWUG's WIND site] |
| − | :2 Which High | + | :2 Which High Site do you connect too? |
| − | :3 What is your IP Address that you are trying to connect from? | + | :3 What is your IP Address that you are trying to connect from? |
| − | :4 What is your IP Address of your router? | + | :4 What is your IP Address of your router? |
| + | :5 Include a dump of your routing table. | ||
=Can you ping your router= | =Can you ping your router= | ||
| Line 43: | Line 46: | ||
Again in the console or Command prompt window, enter the ping command: | Again in the console or Command prompt window, enter the ping command: | ||
| − | <code>ping 172.18.48.254</code> | + | <code> |
| + | ping 172.18.48.254 | ||
| + | </code> | ||
You should get a similar result as pinging your router. | You should get a similar result as pinging your router. | ||
| Line 50: | Line 55: | ||
Open a console in Linux and traceroute to your high site and the site that you are trying to connect too: | Open a console in Linux and traceroute to your high site and the site that you are trying to connect too: | ||
<code> | <code> | ||
| − | traceroute 172.18.48.254 | + | traceroute 172.18.48.254 -n |
</code> | </code> | ||
Your results should look like this: | Your results should look like this: | ||
<code> | <code> | ||
| + | traceroute to 172.18.48.254 (172.18.48.254), 30 hops max, 38 byte packets | ||
| + | 1 172.18.48.190 4.077 ms 0.670 ms 0.480 ms | ||
| + | 2 172.18.48.254 6.864 ms 1.226 ms 1.084 ms | ||
</code> | </code> | ||
| − | If you use Windows open a command prompt and enter the | + | If you use Windows open a command prompt and enter the following commnd: |
| − | <code> tracert 172.18.48.254 </code> | + | <code> |
| + | tracert -d 172.18.48.254 | ||
| + | </code> | ||
Your results should look like this: | Your results should look like this: | ||
<code> | <code> | ||
| + | Tracing route to 172.18.48.254 over a maximum of 30 hops | ||
| + | 1 2 ms <1 ms <1 ms 172.18.48.190 | ||
| + | 2 1 ms 2 ms 1 ms 172.18.48.254 | ||
| + | </code> | ||
| + | =Get your routing table for support= | ||
| + | In Windows open a command prompt and enter this command. | ||
| + | <code> | ||
| + | route print | ||
</code> | </code> | ||
| + | Copy and paste the results in your support request. | ||
| + | |||
| + | In Linux open a console and enter this command: | ||
| + | <code> | ||
| + | route -n | ||
| + | </code> | ||
| + | |||
| + | Copy the results in your request. | ||
Latest revision as of 15:27, 5 December 2010
This is a page to assist people that have problem, but don't know what to do first.
Contents
I am having a problem connecting, now what?
There are a couple of things that you will need to check. Once you gathered all this information, you must log a fault on CTWUG help desk. How does support work?
Make sure your WIND page is up to date. Make sure you have done this!
What information do I need before you proceed
- 1 Your node ID on CTWUG's WIND site
- 2 Which High Site do you connect too?
- 3 What is your IP Address that you are trying to connect from?
- 4 What is your IP Address of your router?
- 5 Include a dump of your routing table.
Can you ping your router
My Router's IP address is 172.18.48.190 Open a command prompt window in windows or open a console in Linux, then type:
ping 172.18.48.190
You should get a result like this:
ping 172.18.48.254 Pinging 172.18.48.254 with 32 bytes of data:: Reply from 172.18.48.254: bytes=32 time=14ms TTL=63 Reply from 172.18.48.254: bytes=32 time=1ms TTL=63 Reply from 172.18.48.254: bytes=32 time=1ms TTL=63 Reply from 172.18.48.254: bytes=32 time=1ms TTL=63 Ping statistics for 172.18.48.254: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 1ms, Maximum = 14ms, Average = 4ms
Copy and paste your results if it differs from these as part of your fault report.
Can you ping your high site?
I connect to Mars. Find our high site here. Mars's IP to ping is 172.18.48.254
Again in the console or Command prompt window, enter the ping command:
ping 172.18.48.254
You should get a similar result as pinging your router.
Can you traceroute to the IP in question?
Open a console in Linux and traceroute to your high site and the site that you are trying to connect too:
traceroute 172.18.48.254 -n
Your results should look like this:
traceroute to 172.18.48.254 (172.18.48.254), 30 hops max, 38 byte packets
1 172.18.48.190 4.077 ms 0.670 ms 0.480 ms 2 172.18.48.254 6.864 ms 1.226 ms 1.084 ms
If you use Windows open a command prompt and enter the following commnd:
tracert -d 172.18.48.254
Your results should look like this:
Tracing route to 172.18.48.254 over a maximum of 30 hops 1 2 ms <1 ms <1 ms 172.18.48.190 2 1 ms 2 ms 1 ms 172.18.48.254
Get your routing table for support
In Windows open a command prompt and enter this command.
route print
Copy and paste the results in your support request.
In Linux open a console and enter this command:
route -n
Copy the results in your request.
