Wifi Phone Support
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Instructions on how to talk someone through internet issues. These are currently a raw edit, will get back to them later 20:09, 30 October 2011 (UTC)
Beginning Steps
- find network icon - explain what it looks like, where it is. i.e. arrows, up/down arrow, red exclamation mark, waves, 2 computer screens. In the panel, upper right
- right click on the icon and make sure "enable networking" is checked. if it is, ensure that wireless is checked.
- double left click on the icon. It will say "wired" or "wireless" connection. "Auto-eth" for wired, or name of wifi.
- Once a cnx is established, make sure they can open a webpage.
This will solve ~%50 of issues.
Router Troubleshooting
- Check their hardware, do they have a wireless card if they are trying wireless. If on a laptop check to see if they have an internal or external PCMCIA card. Check cable cnx if they are using wired.
- Know distance from router (i.e. is it a neighbors?), closer to router = stronger signal. Simply because someone else can cnx doesn't mean that you can. PCMCIA = bad, Desktop antenna = ok, internal laptop wifi = good.
Bring the machine closer to the router if possible.
Physical Router Check
- Ensure that it is plugged in and turned on (green lights).
- Ensure that there is an eth cord in the router from the modem in the correct slot. Ensure that the modem is on too.
- If wired check to see if it is plugged into correct ports, if it is try different ports.
- If wireless check the wifi light on front of router. Ask them if there is a button to toggle wifi status.
- DO NOT TELL THEM TO RESET THE ROUTER.
- Instead have them unplug the router for 60 seconds. Very useful for a breather to put them on hold so you can research alternative solutions. Be sure to get back to them.
- End of basic wireless and wired networking troubleshooting.
- If this does not assist them ask them to call their ISP to check their router. Encourage them to not mention Linux in their phone call.