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Preparing for a support call

If after working through the troubleshooting on this list, your problem has not been fixed, get in touch with the CIT Contact Center HelpDesk for more assistance.

When requesting assistance with RedRover issues, please provide as much of the information listed below as is available, to help technical support staff identify and resolve the problem or to provide an accurate problem description to wireless engineering. How to get this information varies slightly by operating system, but in general, information about the device is available as a status of the network connection and system properties. The rest is a description of the problem as it is experienced, including details of who is using the device, when, where, and what wireless devices are around.

Provide a Problem Description

  • Your NetID
  • Date and time - this information may help to identify an intermittent problem.
  • What is the MAC address of the wireless interface?
  • What is the IP address?
  • Which RedRover wireless network name (SSID) is being used? Have you been able to connect to this network before?
  • Location—building, room, where in the room the problem is occurring?
  • Please provide a detailed problem description that might include: can't get IP address, can't connect, connect but then dropped, dropped periodically, dropped randomly, can't see RedRover SSIDs at all, slow performance, can only reach certain sites (on campus, off campus, authorization required) Any error messages generated by your device?
  • Any other observations? Are there a lot of people using Wi-Fi in the area? Can you tell if there are any other wireless devices such as cordless phones, wireless security cameras in the vicinity?

From the status of the network connection or utility controlling the wireless network interface card determine:

  • How is your network interface configured?

Is the wireless device controlled by a utility provided by the wireless manufacturer through an application provided by the operating system or manually? (For example using Microsoft Zero-Config)

  • Wi-Fi network preferences, (e.g. automatic connection to the "Network Name" if available, etc.)
  • How many wireless networks (SSIDs) are available?
  • Wireless network interface information—manufacturer, model number, 802.11(a/b/g/n) capable?

Determine the following system properties:

  • Wireless device driver—revision, patch level, etc.
  • Operating system type—PC, Mac, Linux, PDA—model number
  • Operating system information—which OS, revision, patch level, etc.
  • Main memory size

If you would like to find out more about SecureW2 or resolve technical problems by yourself, visit the SecureW2 forum. This is not a Cornell forum. It is provided by the SecureW2 developer.  

For more information about where to get help, see the RedRover Support page.

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