My Internet is Broken Technical Troubleshooting 101 - PowerPoint PPT Presentation

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My Internet is Broken Technical Troubleshooting 101

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Title: My Internet is Broken Technical Troubleshooting 101


1
My Internet is BrokenTechnical Troubleshooting
101
  • with Peter Hollands

2
Education and Community Outreach
  • Today's session Housekeeping
  • Community Sponsorship and initiatives
  • Resources/Time vs. Money
  • MISB Initiative

3
Welcome
  • What we cover today
  • Why do our customers call?
  • Basic Troubleshooting Tips - what to do before
    you call iiNet Support
  • Broadband
  • Dialup
  • Email
  • Web Browsing
  • Online Resources

4
Why do our customers call?
  • Broadband - Customer facing issues (45)
  • Broadband - Network/Line issues (12)
  • Phone faults/Line issues (11)
  • Email issues (9)
  • Dialup issues (6)
  • VoIP issues (3)

5
Troubleshooting Basics General Tips
  • My internet doesnt work
  • Although this is true it is ambiguous and not of
    assistance.
  • What is still working?
  • What has stopped working?
  • When did it stop working?
  • Has anything changed recently?

6
Troubleshooting Basics Broadband
  • Check the lights!
  • Lights show us important information about the
    status of the connection
  • Check the cables
  • They can easily be unplugged or slip out of their
    sockets
  • Power cycle
  • Switch modem off, wait 90 seconds, switch back on
    again
  • Check the lights again!
  • Has anything changed?
  • Reboot computer

7
Troubleshooting Basics Checking the lights!
  • Power LED - When you apply power to the modem or
    restart it, a short period of time elapses while
    the modem boots up. When the modem hascompletely
    booted up, the power LED becomes a solid light,
    indicating the modem is ready for use.
  • LAN status LED 1-4 - When a computer is properly
    connected to the LAN port on the rear of the
    modem, the associated LED will light.
  • WLAN status LED - The WLAN status LED shows you
    when router's wireless is enabled.
  • ADSL SYNC LED - The ADSL LED flashes light during
    negotiation with your ISP. It stays lit when the
    modem is connected properly to your ADSL service.
  • Internet LED - The Internet LED shows you when
    the modem is connected to the Internet. When the
    LED is OFF, the modem is not connected to
    theInternet. When the LED is solid, the modem is
    connected to the Internet. When the LED is
    blinking, the modem is transmitting orreceiving
    data from the Internet.
  • VoIP status LED - When your ADSL connection is
    being used to make VoIP calls from one of the
    handsets connected this light will be on to
    assist you inknowing what kind of traffic your
    network is working under.

7. Phone status LED 1-2 - Whenever you make a
phone call on one of the handsets attached to
the VoIP router the lights will inform you of the
current status of that phone call. 8. Tomizone
- This light will illuminate when Tomizone is
enabled and activated. 9. USB - When a USB mass
storage device is connected to the USB Port, this
light will illuminate to inform you the attached
storage device is ready for use.
8
Troubleshooting Basics Check the cables!
  • ADSL line - Connect your ADSL line to this port.
  • 2. LAN ports - Connect your computers via
    ethernet to this port.3. USB - USB port for
    attaching USB mass storage devices.4. Power
    plug - Connect the included 12V DC power supply
    to this socket. Using the wrong type of power
    adaptor may cause damage to your modem.5.
    Reset button - The "Reset" button is used in
    rare cases when the modem may function
    improperly. Resetting the modem will restore the
    modem's normal operation while maintaining the
    settings. You can also restore the factory
    default settings by using the reset button.
    6. PSTN failover port This is for connecting
    to your home phone line to provide normal phone
    call backup for when VoIP is unavailable or not
    required.7. Phone ports (12) - Phone ports
    connect to standard telephones or fax machines.

9
Troubleshooting Basics Isolation Test
  • Unplug ALL telephony devices from phone sockets
  • Phones
  • Facsimiles
  • Back to base alarm systems
  • Paid TV services (Foxtel, Austar)
  • Unplug all ADSL filters splitters
  • Connect using a short phone cable (lt2m)

10
Troubleshooting Basics Dialup
  • Attempt to dial again
  • Error message are important - write it down
  • Check the cables
  • Restart Computer
  • Attempt to dial again

11
Troubleshooting Basics VoIP
  • Most VoIP issues are Broadband issues
  • Fixing the broadband problem usually solves the
    VoIP problem
  • Power cycle modem
  • Switch off modem, wait 90 seconds, switch on
    again
  • Try calling other numbers
  • Check phone cabling

12
Troubleshooting Basics Web Browsers
13
Troubleshooting Basics Web Browsers
  • Can you get to any other sites?
  • The site you are trying might be having problems
  • Reset browser settings/try browser safe mode
    (Internet Explorer 7)
  • Clear browser cache cookies
  • Alternative browsers
  • Firefox (http//getfirefox.com)
  • Opera (http//opera.com/)

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Troubleshooting Basics Email
  • Error message is important - Write it down!
  • Firewall/Antivirus issues
  • Try disabling them temporarily
  • Double check the email address - if sending for
    the first time
  • Check size of attachments
  • No more than 7500kB (7.5MB)
  • Webmail is a useful alternative
    (https//webmail.iinet.net.au)
  • Other Alternatives
  • Microsoft Outlook (part of Microsoft Office -
    http//microsoft.com/office/)
  • Thunderbird (http//mozilla.com/thunderbird)

19
Setup Email Account
  • Username iitest_at_iinet.net.au
  • Password vdeldq6mi

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31
Online Resources
  • For more information

32
iiNet learning tools
  • Geek Speak
  • Open Day 2008 materials available online
  • iiHelp (from iiNet Support webpage)
  • iiNews Support Services
  • Workshops in 2009

33
Contact Us
  • Sales 13 19 17
  • Billing Support 13 22 58
  • Business Support 13 24 49

34
Questions
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