Initial support query

This is a page to assist people that have problem, but don't know what to do first.

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.