Wifi Phone Support

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

1. 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
2. right click on the icon and make sure "enable networking" is checked. if it is, ensure that wireless is checked.
3. double left click on the icon. It will say "wired" or "wireless" connection. "Auto-eth" for wired, or name of wifi.
4. Once a cnx is established, make sure they can open a webpage.

This will solve ~%50 of issues.

Router Troubleshooting

1. 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.
2. 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

1. Ensure that it is plugged in and turned on (green lights).
2. Ensure that there is an eth cord in the router from the modem in the correct slot. Ensure that the modem is on too.
3. If wired check to see if it is plugged into correct ports, if it is try different ports.
4. If wireless check the wifi light on front of router. Ask them if there is a button to toggle wifi status.
5. DO NOT TELL THEM TO RESET THE ROUTER.
   1. 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.
6. End of basic wireless and wired networking troubleshooting.
7. 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.