Help Desk - Information Requested for Housing Network Troubleshooting

When opening or responding to a case with the DoIT Help Desk regarding a Housing Network Issue, you can use this document to provide the information required to continue troubleshooting the networking issue.

If you are already emailing or on the phone with the DoIT Help Desk, you can use the following instructions to provide information helpful in troubleshooting and resolving your wired or wireless connection issues. If you do not have an open case, you can open a case online, or contact the Help Desk - Get Help from DoIT.

When opening a case or emailing in, please provide a description of the issues you are experiencing, as well as paste the below information into your email or case and provide answers as described below. Before contacting DoIT, make sure you have completed basic network troubleshooting by completely restarting the device.

Information Requested for Housing Network Troubleshooting Cases:

Instructions for finding and completing the information requested above:

Your UW-Madison NetID - Your NetID is what you use to login (along with your password) on UW-Madison login pages. You can view your NetID at mynetid.wisc.edu/modify.

The Unique Identifier on the white aruba box - Follow the instructions at Campus Network Housing - Finding an Access Point Identifier.

The IP address the device receives in your room - Completely restart your device. If the wireless connection is still not working on UWNet wireless, provide the IP address your device receives while in your room. You can find instructions here: Finding the MAC and IP Address of a Device.

Your residence hall, house name, and room number - Your location in the UW Residence halls.

When did this problem begin to occur - When did you first notice these problem symptoms? How long have they lasted? Do you experience them elsewhere on campus?

Is this the first time you have contacted the Help Desk with this issue - Have you contacted DoIT recently about network connectivity trouble in the residence halls?

A contact phone number - Provide a phone number DoIT could call you if needed, ideally a cell phone.




Keywords:wifi uwnet not working uw net network wi fi wi-fi residence hall dorm Hospitality access points HAP HAPs aruba ResNet Campus Network residence dorm resident Clearpass ethernet wifi identify find router issue problem outage outages wireless internet   Doc ID:87669
Owner:John B.Group:DoIT Help Desk
Created:2018-11-09 13:06 CSTUpdated:2018-11-09 17:02 CST
Sites:DoIT Help Desk, DoIT Tech Store, UW Housing
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