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6.1. Network connectivity troubleshooting

Troubleshooting Network Connectivity

If you are having problems with internet access please follow the steps below and forward the results to your support professional:

  1. Click here to get your public ip address. Copy and retain the IP address on your screen in a notepad document or email.
  2. Click Start --> Run and type "cmd" and press <ENTER>
  3. You should see a black screen come up
  4. Start typing the following command: "tracert" and press <ENTER>
  5. You will see the screen start to show some progress.
  6. Once this is complete, highlight the results and press <ENTER>. this will copy the information in the screen that you have highlighted.
    1. If you cannot highlight the text, first right click anywhere on the screen and click "mark" then continue highlighting your results
  7. Paste the copied results into a notepad document or email
  8. Repeat steps 3 through 7, but instead of using the ip address in line 4, use the following
  9. Finally in the same screen type "ipconfig /all" and press enter.
  10. Highlight and copy this information and attach it to the email or notepad document

The information that you are providing here will help us in rectifying your issue in a more timely manner.

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